Wed.Sep 23, 2020

5 Ways Brands use eCommerce Data to Improve Their Customer Service

CSM Magazine

Data can wield tremendous power in the eCommerce race. With more players than ever, securing data about your customers, competitors, and the market can be decisive. Since people and markets are always changing, data should be updated continuously.

Can Workforce Engagement Turn Your Problem Agent into a Model Agent?

NICE inContact

There’s always at least one in every contact center. The agent that tests your patience, triggers an eye-twitch, elicits some curse words (in your head, of course) and makes your job as a contact center manager much more challenging at times.

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Following the Shot In


Much of my life is spent traveling. Lately, I’ve been home more than usual, along with most other people in the era of COVID-19. When I am home, I play hockey three or four times a week.

How to Improve CX Survey Response Rates


Are you happy with your survey response rate? A low response rate can be a problem because you’re not only missing out on valuable data, but you may be irritating your customers by sending complex surveys at the wrong time.

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!

You're Being Watched: The Financial Impacts of Neglecting CX

Vanilla Forums

Too often, organizations fall into the trap of viewing business value with a money-in, money-out mentality, and as a result, end up putting customer experience on the backburner. This is a big mistake.

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022: Health & Wellness Has Never Been More Vital Than It Is Today with Dr. Paul Bizjak

The DiJulius Group

In today’s episode, customer experience expert John DiJulius talks with health & wellness expert Dr. Paul Bizjak. Dr. Paul Bizjak is a serial self-experimenter, working to test success & wellness theories in an effort to help others live their best life possible.

Email Campaign Delivery Tips


By Cameron Settle. Email campaigns are a very popular feature in the SurveyGizmo platform, and with more people working remotely than ever before, taking steps to make sure that your email communications reach your audience is important.

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How to Find Employees Who Fit Your Company’s Culture

The DiJulius Group

1. Feature Article How to Find Employees Who Fit Your Company’s Culture By John DiJulius, Chief Revolution Officer One of my more popular articles was The 3 Best Ways To Make Your Interview Process Ungameable.

Part 2: How Artificial Intelligence Is Affecting the B2B Customer Support Sector

Team Support

The main focus of B2B companies is to offer unmatched support to their customers.

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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!

ChurnZero Earns a 2020 Tech Cares Award from TrustRadius


ChurnZero is being recognized for giving back to their community with a 2020 Tech Cares Award from TrustRadius. ChurnZero, a real-time Customer Success platform, today announced that TrustRadius has recognized the company with a 2020 Tech Cares Award.

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What change management can teach us about delivering successful CX programmes


Loyalty Lessons from change management to drive CX success

Voice of the Customer: Your Secret Weapon to Strengthen Customer Service


The foundation of a successful business relies on its customers. Simply coasting through without hearing feedback from them will most likely lead to misfortunes financially. Any business that suffers in that regard probably won’t be around for too long. CS Tips Customer Service Voice of the Custome

Scaling your Mid-Sized Business with Automation Tools


The following post is from a guest contributor. How can a business scale without a repeatable process for continued growth? Every mid-sized business in the world is facing the same problem.

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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.

Interview: Ogilvy Head of Data & Analytics Julián Esbri on Empathy, Creativity, and Agility, Inspired by Brandwatch Insights

Brandwatch CX


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A Comprehensive Guide to Create Employee Journey Map


On average, 64% of employees report that they do not have a strong work culture. And, 18% of employees said they intend to stay with their organization for one year or less! The reason? They don’t have job-satisfaction or feel engaged with their work. Solution?

8 FREE customer service classes on LinkedIn Learning!

Myra Golden

Up your customer service game! Show your boss you’re proactive. Eight classes FREE through March 2021. Customer Experience Design

New Customer Research In: Personalization Pays Off


At Uplight, our goal is to help utilities power the customer energy action experience, so it’s important that we keep our pulse on how utility customers engage with their utility. This summer, we partnered with See Change Institute to ask 1,000 customers in the U.S.

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!

6 Steps Every Business Should Take to Reopen During COVID


The following post is from a guest contributor. As every news article will tell you, the Coronavirus Pandemic is hardly over in the US. But after six months of being in a permanent state of crisis, individuals, businesses, and the overall economy are craving some semblance of normalcy.

Webinar recap: Supercharging your sales analytics with Microsoft


What does a data-driven sales organization look like? My recent webinar co-hosted with Christine Bell, Senior Director of Sales Insights at Microsoft, sought to answer that question. There has been […].

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In an Age of Uncertainty, Member Experience Matters Even More


The coronavirus pandemic has upended your members’ lives, whether due to financial hardship, health concerns, or lifestyle changes.

How the coronavirus is impacting this holiday season + ways retailers should adjust their customer experience strategy


Whether your brand is already in holiday prep mode or slightly late to the game, SMG’s most recent research—gathered through our proprietary market intelligence tool BrandGeek®—will be a useful source as you navigate your way through this unprecedented holiday shopping season.

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Customer Communities Elevate the Customer Experience

Speaker: Rachel Happe

An online community is an increasingly vital part of many leading companies’ support strategies. Creating a branded place where your customers can ask and answer questions, interact with each other, and search for the information they need is a great way to decrease the burden on your staff and allow them to focus on the customers that really need their help. Join us at 9:00 am EST on Nov 18th for this talk by Rachel Happe, founder of industry-leading strategists The Community Roundtable, you will learn the effectiveness of community in empowering your customers, and generating value for your business.

It’s time to make Customer Experience Fun Again!

Daniel Group

It’s time to make Customer Experience fun again! In this challenging year, we’ve all learned we need to have fun just to stay sane. Your Customer Experience program needs a little humor to thrive too.

Interview: Ogilvy Head of Data & Analytics Julián Esbri on Empathy, Creativity, and Agility, Inspired by Brandwatch Insights

Brandwatch CX


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Heyday’s chatbot: Improving CX with conversational AI


The post Heyday’s chatbot: Improving CX with conversational AI appeared first on Keatext. Customer Experience AI chatbots

The Technology Now Needed For Customer Service

Martin Hill-Wilson

I was challenged by Leigh Hopwood, the CCMA’s new CEO to provide a 90 second summary of technology needs in today’s service world. This is what was shared at the 2020 virtual awards. Continue reading The Technology Now Needed For Customer Service at BrainFood. Customer Service technolog

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.