Wed.Sep 22, 2021

4 IVR Testing Strategies to Differentiate Your Customer Experience


Everyone loves a good IVR. Customers can save time by self-serving, companies can route the right calls to the right extension while minimizing call volume, and even getting honest service feedback is easier when it’s all automated. customer experience IVR testing IVR customer success

Digital Transformation in Customer Service – The Building Blocks for Successful Digital Transition (Part 2 of 4)


As COVID-19 pushed companies and their customers online, digital transformation has taken over the customer service space like never before. In the first part of our series on Digital Transformation in Customer Service , we looked at why businesses can’t afford to ignore digital transformation.


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7 common customer service failures you can avoid with the right cloud ACD

NICE inContact

In these days of striving for excellent CX, it's important to use every tool available. The best cloud ACDs can help contact centers improve experiences and avoid service failures through sophisticated routing, smart self-service, and providing agents and supervisors with enhanced capabilities.

The Supportive: A Series for Service Professionals

Help Scout

This post is part of The Supportive , Mathew Patterson’s column for customer service professionals. Your work matters. You matter. Delivering high-quality online customer service day after day is skilled, challenging work.

UC, Contact Center Integration Drives Business Value

How extensive is integration, and how are companies leveraging it—both technically and operationally? In this whitepaper, you’ll receive in-depth insights on how companies are utilizing integrated platforms in their day-to-day operations and which success metrics they are measuring. Download your copy now to discover how companies are future-proofing their contact centers as they adapt to remote and hybrid workforces.

How to Avoid the Customer Experience Gap

Sean McCarthy

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[Podcast] Leadership Tips for Building a User Community


In this episode, Cyber Security Evangelist at Check Point , Dameon Welch-Abernathy (aka ) talks about launching, growing, and leading user communities. A community, whether in-person or virtual, isn’t just a set-it-and-forget-it type of project.

9 Common Difficult Customer Conversation Mistakes & How to Avoid Them


This is a guest blog post by Anita Toth, Chief Churn Crusher. 9 Common Difficult Customer Conversations Mistakes & How to Avoid Them. Let’s face it. Difficult customer conversations are hard.

The Culture Challenge

Shep Hyken

Culture is one of the most important parts of customer service and customer experience. I’ve written numerous articles about this and have included a chapter on this topic in my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , which by the way, is finally out.

SEO Tools To Replace Google Keyword Planner


How often do you Google things? If you’re an average person, then it’s probably between three and four searches every day. According to the same research by HubSpot, it’s estimated that Google processes approximately 5.6 billion searches per day and approximately 2 trillion global searches per year.

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AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!

The 2022 Buyer’s Guide to Market Research Software


The fast-paced world of market research is evolving. Use this comprehensive guide to discover which features to look for in choosing market research tools for 2022. By Kat Cooper, Product Marketing Manager. What is Market Research Software?

4 Steps to Choosing the Right SEO Keywords the First Time


One of the most valuable actions you can take to grow your business is to learn to leverage SEO keyword research tools to build a content strategy that will drive traffic—and revenue—to your website. A well-thought-out keyword list is a critical component of SEO strategy.

Anatomy of a Good Customer Success Follow-Up Email 


Often, a customer’s life in a SaaS vendor organization can start to seem like a series of checkpoints, each leading to the next step in the project. These checkpoints can be in-person meetings, quarterly reviews, weekly calls, or however else your team checks in with customers.

The 21 Best Free Keyword Research Tools


Stuck? Don’t know where to start with your SEO keyword research ? You’re in luck. Paid Search Search Marketing Organic Search Content Marketing

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Remote Agents and Digital Transformation

Remote agents are the new reality. Happier agents mean a better customer experience and improved CSAT/NPS scores. This new normal brings new challenges for contact centers. Find out what you need to do for your organization to excel. This eBook includes checklists for developing agent empathy and business continuity plans.

Crisis communication from a customer-centric perspective

Beyond the Arc

When crisis hits your company, how will you protect your customer relationships and brand reputation? The way you approach crisis communication can make all the difference.It's s essential to be prepared with crisis management communications that effectively support your customers.

27 KPIs to measure chatbot effectiveness


If you’ve noticed that chatbots are becoming common and popular, it’s not just you. The chatbot industry is booming. Not only are fewer customer service interactions handled by humans, experts predict that the chatbot market will grow to be worth more than $1.3 billion by 2024.

Building Customer Relationships With Dan Gingiss and Jason Valdina


A few weeks ago I appeared on CX legend and friend of Conversocial Dan Gingiss' podcast 'The Experience Maker'. We focused on the needs and expectations of a modern consumer and how to best use messaging channels to meet and exceed those expectations.

The Best Way to Use Keyword Planner: A How-To Guide


There are many keyword planning tools out there on the market. Many people are familiar with the Google Keyword Planner, an SEO keyword planner tool for pay-per-click (PPC) campaigns. Paid Search Search Marketing Organic Search Content Marketing

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Top 5 Reasons to Move to the Cloud

Hybrid or 100% cloud? The choice is yours. With comprehensive security, unmatched scalability, cost certainty, and guaranteed reliability, a cloud-based contact center solution will serve your customers 24/7 without the operational headaches and cost issues of an on-premise solution. Download Enghouse's eBook today and learn the top reasons you should move to the cloud!

Energy crisis – what you need to know

Helen Dewdney

The full guide regarding the energy crisis. Gas prices have gone up 250% since January and 70% in the last month.

Omnichannel eCommerce for SMBs: How to Do It Right

CSM Magazine

With the advent of online shopping, customers can now buy anything they want from anywhere at any time. As a result, brands and retailers have to be increasingly aware of reaching consumers through different channels.

How To Bring Customers Back (Podcast Summary)

Doing CX Right

How do you get customers back to buy again? Read Shep Hyken's actionable tips revleaded on DoingCXRight®? Podcast. The post How To Bring Customers Back (Podcast Summary) appeared first on Doing CX Right. Retention & Loyalty customer loyalty customers back Shep Hyken

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How to Make a Pay Stub: A Simple Guide to Understanding How Your Pay Stub Works

CSM Magazine

Whether you are self-employed or you work for someone else, nothing is more exciting than receiving that paycheck at the end of the week, month, or two weeks.

A Master's Guide to B2B: How Listening to Your Customers Can Grow Your Business

Speaker: Adam Dorfman, Head of Product Growth at Reputation & Michele Bettinazzi, Customer Experience Manager at PeakMade Real Estate

Improved marketing conversion, happy customers, and faster growth - that’s only three things that can be accomplished by just listening to your customers. Customer feedback is an extremely invaluable tool to keeping retention high, attracting new business, and improving the general operations of your business. The question is - how do you capture all this? Join Adam Dorfman, Head of Product Growth at Reputation & Michele Bettinazzi, Customer Experience Manager at PeakMade Real Estate, for this essential discussion on the ins and outs of brokering the optimal customer interaction.

Best Survey Software Solutions for Market Research


After surveying our customers, we thought it might be helpful to create a top-ten list of the best survey software solutions for market researchers. To create the list, we turned to, where actual users score the products they use (you can visit to check our work).

057: I’ll Be Back – How to Get Customers to Come Back Again and Again

The DiJulius Group

Chief Revolution Officer John DiJulius of The DiJulius Group talks with Shep Hyken, customer service expert, about his new book, I’ll Be Back: How to Get Customers to Come Back Again and Again. You will learn: How to design and create an experience that gets customers to return again and again.

Our Secret Life with Pets


Results from the August Poll. In August, we asked our readers about their current pets, pets they would love to own, and fantasy pets. We were a little surprised by the results, to be honest. We honestly expected Cats to come in a little higher on the list, given their low maintenance.

Are You A Go-To Complex Problem Solver or A Problem Manager?

One Millimeter Mindset

Do you perceive yourself as a problem solver, manager, or a spectator? Think about it. First, a colleague identifies a current or potential problem. Next, are you their top-of-mind, go-to resource to find a solution?

The Art of Community: Higher Logic & Vanilla Forums Super Forum!

Speaker: Keynote Speaker, Guy Kawasaki, Chief Evangelist, Canva

In its 12th year? Super Forum is the largest and most comprehensive conference for executives, community managers, marketing, membership, and customer success professionals who want to connect, engage, and create better customer and member experiences. And this year, we’re going even bigger as we add Vanilla’s highly regarded Conversations conference into the mix. Register today!