Thu.Feb 18, 2021

How to Close the Loop on Customer Feedback


How To Close the Loop on Customer Feedback: Best Practices for 2021. Can customer feedback improve performance? Absolutely! But that all depends on how effectively you're closing the loop with your customers.

Here’s why the experts think empathy is the key to customer experience


Buzzwords come and go in the customer experience world, but while we lose our patience with most, there are some that rightfully stick around. In 2013, Forrester Research landed on one such phrase – the ‘age of the customer’.

Brands 198

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NICE inContact and Toyo Tires put CXone to the Test in Hot Air Balloon over Canberra

NICE inContact

As customer experience becomes crucial for brands to survive and the future evolves at rapid pace, NICE inContact has put its world-leading cloud-based contact centre solution, CXone, to the test with Toyo Tires (Australia & New Zealand) in a simulated contact centre experiment in a hot air balloon over Canberra.

Brands 156

NPS question guide


Everything you need to know about the NPS question, its history, and how to use it. Guides

NPS 195

Why Is Patient Engagement Important? | Frontline Group

There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.

Here’s why the experts think empathy is the key to customer engagement


Buzzwords come and go in the customer experience worlds, but while we lose our patience with most, there are some that rightfully stick around. In 2013, Forrester Research landed on one such phrase – the ‘age of the customer’.

More Trending

Who Writes YOUR Words? – Tip #29

Steve DiGioia

Too many businesses continue to offer a workplace that leaves little room for the employee’s personality to shine through. They micromanage the heck out of each service step and expect their minions to follow the path without exceptions. Who Writes YOUR Words?

Tips 152

What Is a Living Journey Map?

Heart of the Customer

Once you find out what a living journey map can do, you won’t have any trouble understanding why it’s so important to the success of your CX initiatives. So what can it do? Unlike a static journey map, a living journey map doesn’t remain fixed in particular point in time.

ROI 91

Miro and SuiteCX: Collaboration in the time of COVID


I love whiteboards. Like, in an inordinately needy way. If I am noodling on something, either alone or with my team, it’s always “Let’s go to the whiteboard” to sketch, to scribble, to brainstorm. When the pandemic hit and we were all forced to work from home, the pain was real.

Tools 130

How to Improve Your Brainstorms

Vanilla Forums

Innovation is more crucial to business success than it’s ever been. Everybody is looking for the next great idea that the competition hasn’t thought of yet. It’s not enough to innovate, businesses need to innovate faster, more efficiently and with greater success than their competitors.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

Supercharging Your Tech Stack: The Relationship Between Your Customer Success Platform and CRM


This is the first in the blog series “Supercharging your Tech Stack with Totango”.

Classifying Spoken Utterances Without a Dictionary


This blog is written courtesy of Interactions R&D team. Improved artificial intelligence (AI) technologies along with the widespread availability of capable devices has led to a recent surge in speech-driven conversational systems that allow users to interact with virtual agents.

Test Case Authoring with Cyara: These Are the Ways


In our galaxy… not one that’s far, far away… it’s pretty widely accepted that there’s a lot of benefit to automating aspects of your customer experience testing strategy.

Shave 60-seconds Off Your AHT with this Technique!

Myra Golden

I helped a claims team shave 83 seconds off of talk time. And that’s a big deal. I started by listening to a random sample of calls, hunting for the precise areas where agents lost control of calls. Turns out, it was the end of the call where they lost control.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

How Vivino improved customer service while tripling sales


On National Drink Wine Day, we raise a glass to Talkdesk customer Vivino for achieving their highest customer satisfaction ever. One of the industries most impacted by the coronavirus pandemic has been e-commerce. For many online retailers, sales increased exponentially.

Sales 62

Top Live Chat Features for your Business

Provide Support

The post Top Live Chat Features for your Business appeared first on Provide Support Blog. Articles enterprise live chat live chat app Live Chat features live chat software

The 5 Rules for Changing Your Customer Habits

Beyond Philosophy

I’ve changed many habits during the pandemic, from how I have business meetings to how I grocery shop. I am not the only one; people have changed so many routines. Today, we will talk about what we can learn from the pandemic and discuss the five rules for changing your customer habits.

It’s Time to Bring Beta into the 21st Century


In the early 90s, the technological landscape was a very different place. Internet access wasn’t available in the average household. Cell phones weighed around a pound and a half. Spam was something you ate with eggs or over rice.

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

Zero Trust Is Not A Security Solution; It’s A Strategy

Forrester's Customer Insights

One of the top challenges and misunderstandings that I continue to see here at Forrester is about what the definition of Zero Trust actually is. Zero Trust is not one product or platform; it’s a security framework built around the concept of “never trust, always verify” and “assuming breach.”

Healthcare Answering Service Is A Must

Magellan Solutions

Streamline Medical Practices With A Healthcare Answering Service. The pandemic turned almost everything to virtual. Medical industry is one of them forced to adapt. As the world turned their attention to medical practitioners during these trying times.

3 Ways Your SaaS Finance Team Can Contribute to CX


You need to integrate information across your company to create an exceptional CX for your customers. Your staff may be on separate teams with different functions, but that doesn’t mean they should work in silos. Disjointed teams can cause significant problems for your business.

Why The Need for Data Cleansing Services

Magellan Solutions

You Need A Data Cleansing Services For Your Business. Data processing is a must for any business. But the quality of your data can make or break your organization. Data can be good or bad data. . Data enrichment can translate success for your business processes.

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The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

7 Contact Center Blogs to Follow Now!

Call Experts

“Customer Service” is one of the most commonly used phrases in business. But, do you ever wonder: what is customer service?

Why Do You Need a Bookkeeping Insurance Services?

Magellan Solutions

The Necessity of Bookkeeping Insurance Services. Bookkeeping insurance services are important to firms who want to track their profit. A successful business is not just about more sales. Some of its achievements can come from efficient budget allocation.

Live panel recap: Loyalty analytics


The metrics that matter in the customer journey How do you quantify emotional loyalty? I recently moderated a live panel of PK loyalty and analytics experts to answer that question. […]. The post Live panel recap: Loyalty analytics appeared first on PK.

After Hours Answering Service for Medical Practice: Why It Works?

Magellan Solutions

You are planning to get an after-hours answering service for your medical practice, but you worry if it will work or not? In this article, we will break down some of the reasons why it might be. When we partake in something new, we are often afraid that it will do us more harm than good.

Considerations When Building Multilingual Communities

Speaker: Adrian Speyer, Head of Community for Vanilla

Communicating in your native language is very powerful and can make customers feel welcome and heard. However, creating multilingual communities online is not just important - it’s complicated. Successfully supporting customers in their own language goes much further than just translation; there are many things to consider. Join us on March 9th, 2021 at 12:00 PM ET, as Adrian Speyer, Head of Community for Vanilla, shares his years of experience in creating and working with companies looking to create global communities. He will unveil his secrets for your success and the things to watch out for when you decide to dip your toes into creating multilingual communities.