Fri.Mar 15, 2019

7 Interview Questions and Answers for Customer Service Representatives

CSM Magazine

Do you want a job or a career in customer service? If so, there is no escaping the fact you will have to take part in an interview. Before you apply, you may want to check out some great personal branding from Arielle Executive.

How to Improve the Customer Experience in Banking


Customer experience is growing steadily as a top priority in the banking industry. Computer Services surveyed more than 160 bank executives in 2017 and 55 percent of that group said they planned to put more money into “customer experience initiatives.”

Leverage Your Business Growth with Customer Emotions

ProProfs Chat

Identify and understand a customer’s drive and needs. It is an indispensable exercise that a business needs to do to ensure their long-term success. Most of the buyer’s decisions are influenced by their emotions.

5 Ways to Email Survey Invitations with GetFeedback


At GetFeedback, we know email is a powerful survey distribution channel. In fact, 72% of people prefer to receive promotional content to their inbox over any other channel. But we also know that when it comes to email solutions, each company has a different approach and one size doesn’t fit all.

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Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

3 Steps to Telling a Robust Customer Journey with Chelsie Rae Lee of SnackNation

Customer Bliss

Does your organization have a system in place for measuring customer churn ? In today’s episode, I chat with Chelsie Rae Lee , Senior Vice President of Customer Strategy at SnackNation , a subscription service that delivers snacks to homes and offices.

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Simple Tricks to Keep Trade Show Attendees Focused on Your Booth


This blog covers 8 trade show tricks for improving attendee engagement, and turning attendees into qualified leads

Outsourcing Can Make Your Customer Experience Better. Here’s How.


Looking back a decade or so ago, I was a customer service manager at a small SaaS (software as a service) company feeling my way through the contact center. For various reasons we signed on with an outsourcer to help grow our team and that’s where some significant growth for both me individually and the company I worked for began to take place.

Guest Blog: Why Facilities Managers Are the Hidden Heroes of Great Customer Service


This week we feature an article by Tom Buiocchi who writes about the importance of the “behind the scenes” work facilities managers do in order to enhance the customer experience. Shep Hyken.

How to Use Live Chat Software for Lead Generation

ProProfs Chat

It’s been more than a year that you started your business. It’s doing well so far, but now you feel that it’s time to go online. You know that reaching your audience is important and taking your business online can help you do so in lesser time and investment.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

TripAdvisor Advertising: Quick Start Guide


Advertising on TripAdvisor. With a database of over 8.1 million accommodations, airlines, experiences, and restaurants, travel website TripAdvisor is a great platform for businesses looking to connect and engage with travel consumers and guests.

SuiteCX is now one of the highest ranked CEM/CJM tools


2018 was an excellent year for SuiteCX. SuiteCX has put another strong year of growth and profitability under its belt. 2018 was its best year ever with increased profit, higher demand and recognition in analyst reports. SuiteCX was identified in Forrester’s Wave. SuiteCX was also identified as a Leader in the Aragon Research Tech Spectrum for Customer Journey Mapping, 2019.

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Customers Are Irrational! Why? What Can We Do About It?

Beyond Philosophy

Customers Are Irrational! What Can We Do About It? Many times, when I talk about irrationality in customer behavior, people in the business-to-business (B2B) arena tune out. However, this is a mistake. All customers are irrational, whether they are making business decisions or consumer ones.

5 Reasons to Integrate Field Service Management and Service Parts Planning Software


Astea International and Baxter Planning Have Partnered to Introduce a Cohesive Approach to Field Service Management and Service Parts Planning. Ever get tired of hearing people say, ‘In my day, things were much simpler’ ?

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

7 Ways to Increase Your Facebook Reach with Video


When it comes to social media, brands must go where their audience is – and for many, that’s Facebook. But knowing where to interact isn’t helpful if you aren’t actually engaging the consumers you’ve targeted. Here are seven ways to increase your Facebook reach using video. Why Video?

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Create and Send a Net Promoter Score Survey to Measure Customer Loyalty

ProProfs Chat

The Net Promoter Score is an industry-wide standardized measure of customer loyalty. First introduced in 2004 by Friedrich Reichheld, Bain & Company , and Satmetrix , it has been widely accepted by all industries over the past decade.

Floating on the HR Cloud

North Highland

Since launching in 2012, Lyft has aggressively expanded its foothold in the mobility space. The company delivered its billionth ride in September 2018, spurring its reputation as a ridesharing VIP and household name. Propelling Lyft’s massive growth is an efficient and user-friendly hiring and onboarding process, taking place entirely online. Requirements are slim and easily reachable; in fact, a driver can be earning money in an average of 20 days.

11 Must Have Features in a Customer Support Software System


As we add more technology to our lives to meet our business needs, the customer support software system has become increasingly essential. It’s now much more than just a ticketing system! It’s evolved into a vital supply of customer data and information.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

Churn Monster: Bad Fit Customer


Churn Monster #10: Bad Fit Customer . This month we are going to take a look at a churn monster that we’ve all experienced but is different than all the rest, for one very specific reason, that we will get into. We’re talking about a bad fit customer.

7 Tips for an Effective Voice of the Customer Program


First things first - what is a voice of the customer (VoC) program and why should you have one? A VoC program is the way a company gathers, analyzes, and acts on customer feedback to create a customer-centric culture. A successful voice of the customer program puts your customers’ needs center stage, and ultimately drives brand, product, and service improvements for an unbeatable customer experience.

How to Build Strong Customer Relationships?


Customer relationships play an important role in growth of the any business. The digital transformation has completely changed the way businesses operates and communicate with customers. Now it’s easier than ever to get in front of your customers.

Building Your Agency’s Dream Team | Part 2: Management and Retention

Recruiting your agency’s dream team is like walking a tightrope (See Building Your Agency’s Dream Team Part 1: Hiring ), but putting them to work and keeping them there is more like building a skyscraper.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

What is Customer Experience Management?


Seems like a simple enough question, right? What is Customer Experience Management – or CEM for short? The customer experience is paramount in any industry. If you don’t have customers, you don’t have a business. Again, simple. But what is customer experience management?

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Unforgettable Episode 26: What You Don’t Know About Customer Experience

Smarter CX

Unforgettable is a customer experience education program, focused on delivering fresh content weekly to give business leaders what they need to succeed in a customer-driven, digitally-disrupted world. The program brings together the expert minds of Jay Baer , Shep Hyken , Jeanne Bliss , Ian Golding , and Blake Morgan to spotlight modern customer experience excellence. Get the latest content by bookmarking