Tue.Apr 07, 2020

How to Measure your Customer Service Team Performance

Provide Support

You can affect only those things you pay attention to. That is why it is important to get information about your live chat customer service team performance and make improvements based on it.

Using Customer Experience to Prepare for the Future


Learning to Adapt in a Changing Industry Industries across the entire business landscape are in a state of perpetual change and development.

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How does Customer Engagement predict Retention?


“ The leading indicators for customer retention and expansion tend to be around the level of engagement between the client and the vendor. ” — Ashvin Vaidyanatham (Chief Customer Officer at Gainsight) and Ruben Rabago (Chief Strategist at Gainsight) in their book, ‘The Customer Success Professional's Handbook.’.

Keeping a Customer-Centric Culture During Social Distancing

Experience Investigators by 360Connext

It’s probably safe to say that few of our organizations, no matter how well-meaning, eased perfectly into these new routines of working from home and distancing ourselves physically from our workplaces, our colleagues, our teams and our customers.

Increased Customer Satisfaction and Lower Call Volume During Rapid Expansion

Learn how a customized support solution for a rapidly expanding company resulted in increased customer satisfaction and decreased support calls.

Applying the Four P’s of XM Insights in the Current Environment

Experience Matters

The way we live has changed due to COVID-19. As a result, organizations face the dual challenge of meeting dramatically different customer, employee, and partner needs while operating in a new economic environment. The discipline of Experience Management (XM) can help successfully navigate through this time because it enables organizations to continuously learn, propagate insights, and rapidly adapt to meet new and evolving needs.

More Trending

Coronavirus, Business Continuity and Visual Assistance: How Enterprises Ensure Service Delivery


As the impact of the COVID-19 pandemic intensifies in a growing list of countries, leading enterprises are seeking out solutions that enable them to protect key personnel and customers while maintaining service delivery.

Lockdown Learning: What the Recent Pandemic Has to Teach Businesses About Adaptability

Joe Rawlinson

The COVID-19 outbreak took the world by storm. Never before has the modern world faced such a seemingly apocalyptic threat since the 1918 Spanish Flu. Governments and various organizations around the globe are trying all in their power to slow down and hopefully completely halt COVID-19’s spread.

Delivering world-class customer service – lessons from The Mouse


Register now for Opentalk 2020 Virtual and learn from former Walt Disney World CX leader, Dennis Snow. This year we are transforming Opentalk® into a virtual event — all online and at no cost to you — on May 6. Save the date!

Capture Your Team’s Pandemic Stories as Your Legacy Stories

One Millimeter Mindset

Capture your team’s pandemic stories. Record these together, review them together, celebrate them together. Today, tomorrow and future-forward. Because the large, and often small, and always human actions we take towards each other and our clients are our testimonials.

3 Signs You Need A Self-Service Consumer Insights Solution

Understanding consumers can be a complex task. Consumer research can be a lengthy process–whether it’s manual research or configuring and training first generation AI machines on what to look for in consumer feedback.

Amazing Business Radio: Vit Horky


Empowering Humans to Be Human. How AI Can Help Companies Deliver Amazing Customer Experiences. Shep Hyken interviews Vit Horky. They discuss his book, Customer Service in the Transhuman Age , and ways AI and other tech can support customer service agents.

How to ensure a better 'new normal' for customer service after COVID-19


Engagement How to design a better 'new normal' for service

Learning from Customer Success Failure: “It was like a Gut-Punch — No Warning”

Wootric CX Blog

Some say the mark of success isn’t that you never fail, but how you react when failure occurs. Failure happens, but when handled well, something far more powerful can happen: Customer retention.

7 Roles You Should Use in Your QA Practice Today


Contact centers consist of more than agents and managers. A highly-effective contact centers are finely-tuned teams that are comprised of networks of managers, team leaders, and quality analysts. Playvox Updates

ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

Customer Service Vs. Customer Experience: Learn How to Describe Both (Like a Pro)

Michel Falcon Experience

I want every business professional to learn the difference between customer service vs. customer experience. By knowing this, it will help your business (regardless of industry).

Use Partnering Language to Create Calm and De-escalate Intense Interactions (Especially now, when customers are panicked)

Myra Golden

Use Partnering Language to Create Calm and De-escalate Intense Interactions (Especially now, when customers are panicked). When a customer reaches out to you about a problem, they usually don’t think things will be easy. They expect to have to push for what they want.

The Path to Excellence: Improving Customer Interactions and Business Relationships


Vincent Manlapaz, in an interview with Chris Watkins, talks about building out a client experience based on a simple and guided perspective. Customer Success Customer Advocacy Customer Engagement Customer Experience Customers Onboarding saas

It’s Times Like These That We Turn to Wholesome Gaming

Chadwick Martin Bailey

When I pitched a blog about the rise of wholesome gaming following my attendance at this year’s PAX East, I didn’t realize quite how prescient I would be. With the disruption that COVID-19 has brought to our daily lives, the need for calm, and social connection is as strong as ever.

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

Build Your Audience Before You Build Your Business

CSM Magazine

When you start a new online business, it’s traditional to come up with a product or service, build a website around your business idea, and then search for an audience who wants to browse through your website and buy your products or hire you for your services.

Employees Are Feeling Uncertain. Here’s How to Engage With Them.


There’s been a lot of discussion about how to interact with customers during this uncertain time, but another topic calls for some serious conversation: how do brands engage with their employees?

CXNext Live: Blazing a Trail, Getting Buy-In and Building Remarkable CX in Uncertain Times


We’re all going through a remarkable period of change in these challenging times. Change in our workforces, change in our households — change in the way we conduct our entire lives. But all this change gives us opportunities to try new things.

How COVID-19 is impacting consumer behavior in the restaurant industry


Like you, we’re adjusting to a new normal, where all interactions—from collaborating with co-workers to purchasing products—are being fundamentally transformed. CX Programs Brand Research Industry Trends Data Science

The Employee Factor - Perfecting Your CX From Within

Speaker: Dennis Snow, President, Snow & Associates

Too often, organizations and their CX experts only look at the company's relationship with the customer to look for improvement. While it's essential to creating the perfect customer journey, it's only one aspect. It's time to look within: at your employees' relationships with each other, and with the company. Not only does it take powerful leadership, but a complete shift in focus: your company must be customer-centric in every function.Based on his 20-years with Walt Disney World along with many years of consulting with organizations around the world, Dennis Snow will provide a “how-to” program for engaging employees in delivering outstanding customer service. This webinar will provide you with strategic tools that can be used to raise the bar of service throughout your organization

Improving Customer Experience: Useful Tools for Property Managers

CSM Magazine

Customer experience is important in any business. This is the reason why most managers put customer service in the highest priority. This ensures that you acquire loyal customers and increase their spending for the profit of your business.

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Create online survey: How to use our free survey maker tool


Whether you’re testing out an idea, running a poll or doing market research, free online survey makers can help you get the insights you need. Here’s how to create the best online surveys around. Thanks to the internet, gathering actionable information through surveys has never been easier.

Thriving During COVID-19: 10 Practical Tips from a Clinical Psychologist


Three weeks ago, my family of four was on it’s fifth day of self isolation due to Covid-19. The terrible news from Italy started to appear and the first positive cases recorded among San Francisco Bay residents. I was refreshing my Twitter compulsively. . I kept asking myself: What should we do?

Tips 62

Do Employees Fear Automation in the Workplace?


Researchers have found that 25% of jobs in the US are at high risk of automation, as 70% of the tasks involved can be carried out by machines. Stats like these beg the question, are workers afraid of automation in the workplace?

How to Create Strong Community Personas

Speaker: Carrie Melissa Jones, Community Consultant

Ever wonder how to build effective community personas? Join Vanilla Forums on Tuesday, June 16th at 12 PM ET as Carrie Melissa Jones, Co-Author of Building Brand Communities, clears away the noise around community personas and gives you a method for doing member research to refine your personas.