Thu.Sep 10, 2020

The Power of Perseverance

Horizon CX

How often have we found ourselves witnessing a company’s leadership suddenly experience the revelation that their competitors, who have adopted the best practices of Customer Experience Management, are showing impressive positive returns and a clear competitive advantage?

Meet Interaction Analytics: Let’s Play Two Truths and a Lie

NICE inContact

If Interaction Analytics is a new concept to your contact center and you are just getting to know its capabilities and value, you will be charmed by your first impression. If you are already familiar with the benefits Interaction Analytics provides, here is a chance to test your knowledge.

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Best Practices for Effective Email Customer Support in 2020


Email is a foundational pillar of customer support. Research shows that 91% of consumers use email daily. And yet, although companies have had a long time to perfect their email customer communications, many still fumble when it comes to this support channel.

Pivot Your Customer Service Model Using Digital Capabilities and Emerge from the Pandemic Even Stronger

NICE inContact

Businesses should respond by being where their customers are. This doesn't just mean stepping up online marketing or social media presence. It also means providing digital customer service to match consumers' increasing adoption of digital lifestyles.

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!

The Humble Manager – Tip #15

Steve DiGioia

I’ve always told my staff that I’m not perfect, I don’t know it all, and that I make mistakes. I too have a lot to learn. Is this a mindset of a weak manager? I don’t think so. Instead, the humble manager is realistic and open to suggestions.

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More Trending

How to Turn Your Hobby into a Profitable Business

Joe Rawlinson

Do you have a hobby that you cannot wait to get home to after work? Is there a way to monetize it and turn it into a profitable business? These are questions that many people ponder as they make their way home from another dull day at the office.

Chip R. Bell: Innovate, Don’t Imitate

Bill Quiseng

“You will be the same person in five years as you are today except for the people you meet and the books you read.” ” Charlie “Tremendous” Jones. Intent on learning how to “Deliver The World’s Best Customer Experience”, I have read more books by Chip R.

Why We Think Things Are Good When They Are Bad

Beyond Philosophy

Human beings are magnificent at holding onto two contradictory beliefs in their minds. It’s a psychological phenomenon called Cognitive Dissonance, and it’s why we sometimes think that things are good when they are, in reality, bad.

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Too Professionally Tired? You are Not Alone.

One Millimeter Mindset

Are you too professionally tired? Especially as you continue to ride the 2020 roller coaster of uncertainty and ambiguity. Realize that you are not alone. You have lots of company. Of course you are competent, capable and resilient! No doubt about it.

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.

The Story Behind Plantt; Announcing Our $1M Seed Round


Plantt announces $1M Seed round, led by GoAhead Ventures, that will help improve and optimize Customer Experience and Customer Success teams, through the use of AI and automation

The Way We Shop Has Changed


What a difference a year can make. Let your mind go back in time to Q4 of last year: a time of wanton consumerism and high hopes. Post-Black Friday, shoppers pumped $730.2 billion into the US economy during the 2019 holiday shopping season.

Live Chat Features that Enhance Agents’ Performance

Provide Support

The post Live Chat Features that Enhance Agents’ Performance appeared first on Provide Support Blog. Articles Best Practice Tips and Tricks Tutorials customer service live chat agent live chat agent app Live Chat features

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The Beauty of Customer Segmentation – Part 2/3


Welcome to the second part (of three) of this mini-series about the beauty of customer segmentation. And if it sounds geeky, it’s cause it totally is.

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!

How Customer Support Chatbots and AI are Changing Fintech


Today’s economy has forced individuals worldwide to consider how they handle and keep track of their money. Consumer fin-tech companies have capitalized on this renewed focus on personal finance and many have seen a spike in activity during this period.

Is social engineering damaging your contact center?


Due to the pandemic, 2020 has been the year where many organizations have transitioned to a work-from-home (WFH) model to ensure employee safety. In addition, businesses worldwide have experienced drastic fluctuations in customer demand, as COVID-19 brought uncertainty to a lot of industries.

7 Important Internal Communication Survey Questions


Employees are the backbone of any organization. Too often, companies suffer from not paying enough attention to their employees. Do your employees know what your company’s goals are? Are they deeply involved in helping the company reach those goals?

Everything About Customer Experience Mapping

CSM Magazine

Identifying a Customer Experience Map. Satisfactory customer experience is essential for any company and entrepreneur, from a small beauty product retailer or essay writer to an international corporation.

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

5 Crucial Features For Your Knowledge Base

Vanilla Forums

A knowledge base has quickly become a must-have for any organization looking to deliver a stellar customer experience. In fact, a recent study found that 92% of people would use a knowledge base for self-service support if it was available.

Expanding Your Business With Multilingual Call Centers

Magellan Solutions

Reaching out to a global market is the goal for most businesses. However, an international customer base means communicating with people from different time zones and cultures who are speaking different languages. This is where multilingual call center services can help.

How Closing The Loop Helps Companies Keep Promises


Keeping promises is absolutely essential to brand success.

Video: Engaging Customers with AMI Alerts


At Uplight, we’re pretty excited about our AMI-based high usage alerts & midbill updates. They can be a cost-effective complement to traditional Behavioral Energy Efficiency solutions.

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The 5Es of Community: Support Forums and Beyond

Speaker: Angelica Coleman, Community Lead, Snowflake

In order to establish a robust community, you need to have strong community objectives in place that are supported with the proper types of programs; programs that will help your community succeed. But narrowing down on your community objectives can be difficult, let alone knowing how to structure your community programs and offerings in a way that supports them. Join Vanilla Forums on Friday, October 8th at 12 PM ET for a webinar led by Angelica Coleman, the Community Lead at Snowflake, as she walks us through the 5 E's that are essential to establishing your key community objectives: Education, Enable, Expand, Engage and Evangelize.

Privacy in the age of digital transformation


Today I had the enormous privilege to moderate a panel of experts as we discussed the current state of digital transformation, what does privacy actually now mean and is there any way to guarantee it in today's digitised


The Best Receptionist Software for Improving Your Business Success

CSM Magazine

As more and more business activities get automated, the dark and gloomy vision of people being put out of jobs by robots is becoming increasingly more difficult to ignore. But automation doesn’t necessarily have to mean mass unemployment and the inevitable downfall of humanity.

Four Ways to Ensure Your Customer Experience Still Meets Expectations


1 in 3 customers will leave a brand, even one they love, after just one bad experience, according to PwC , while 92% would completely abandon a company after two or three negative interactions, proving the importance of customer experience.

8 Ways Commercial Cleaning Can Improve Productivity and Customer Service

CSM Magazine

If there’s one thing business owners are always trying to increase, it’s productivity. The more productive team members are, not only is work quantity increase but so does the quality. Customers are more satisfied, and revenue is maintained and increased.

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!