Mon.Oct 11, 2021

Three Ways to Maintain a 5-Star Contact Centre

CSM Magazine

In January 2018, I joined Insite Energy to help lead a strategic customer service transformation. In this article, I will share some of the important lessons I have learned that will help maintain long-term excellence.

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The Happiest Employees of 2021 — And Their Connections to Customers

Kerry Bodine

As I looked at Comparably’s recent ranking of the 100 companies with the happiest employees in 2021, something struck me: In one way or another, many of top-scoring companies have a strong focus on customer experience.


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Benefits of Customer Experience

Zonka Feedback

Customer Experience is a determining factor to the sustained growth of any business. A remarkable customer experience encourages brand advocacy, promotes customer loyalty, retains customers, improves customer acquisition rate, and reduces churn. Customer Experience

Understand What Is Driving Customer Adoption


Knowing what is driving customer adoption provides the information you can use to boost retention. Let’s look at three of the biggest keys. Continuous Onboarding. One key to higher adoption is extending the onboarding process beyond the initial account set-up phase.

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.

Inside Uplight’s Employee Resource Group for Moms


Our Moms of Uplight Employee Resource Group (ERG) is a space where members support one another, validate the challenges unique to working moms, and brainstorm solutions.

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5 Top Customer Service Articles of the Week 10-11-2021

Shep Hyken

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 4 Ways to Level Up Your Customer Service in 2021 by Reuben Yonatan.

Customer Targeting for eCommerce Marketing

CSM Magazine

The marketing game is rather complex and there are different types of marketing you can choose from. Online store owners opt for eCommerce marketing, which allows you to market your products to a wide audience.

What Is A Conversational User Interface (CUI) & How to Leverage It


Contents: – What Is A Conversational User Interface (CUI)? – Define Your Chatbot Goals. – Keep Conversation Quality and Flow in Mind. – Take Care of Your Chatbot Branding . – Test Again and Again, Both Pre-Launch, and Post-Launch. – Go Forth and Chat.

What to do when deliveries don’t reach you

Helen Dewdney

10 ways to help your deliveries arrive safely. Most of the time you can order an item and it gets delivered just fine. However, sometimes you don’t even get as far as receiving the post/parcel! So, what can you do if this happens?

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 5 keys to skimmable surveys for improved feedback


This post is by Karl Barksdale, Customer Concierge at Delighted. If a survey doesn’t instantly communicate its purpose, isn’t from a trusted source, or seems trivial, it will be ignored. This is the conventional wisdom.

The Impressive Power of Data and How It's Shaping Future Offices


For many organizations, return to work timelines are spotty at best. Yeah, the big comeback is on the horizon but right now it tends to carry a general “soon” deadline.

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Oct 11 – Customer Success Jobs


Role: Head Of Client Success Location: Sydney, New South Wales, Australia Organization: Liven As a Head Of Client Success, you will guide, develop and lead the Client Success team to achieve quarterly objectives and key results.

How to retain customers who are on verge of cancelling


You may have come across situations where your customers no longer want to work with you. A root problem might be that they never gained business value from your product. Why is that? Did they implement it poorly? A lot of questions come right knocking at you.

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.

10 Best Product Analytics Tools in 2021


A Product Analytics Tool is software that provides businesses with insights about customers’ interaction with their products. Product analytics tools help companies with digital products to collect data and analyze how customers interact with various features of their products.

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The Fundamentals of Turning CX Data into More Leads and Customers


Whether you are a start-up or established business, attracting new leads and customers will remain a top priority in order to propel growth. Insight customer acquisition customer experience customer feedback cx data CX optimization CX strategy lead generation

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How to build a customer rapport


The General Social Survey asked, “What percent of people are trustworthy?” ” The average response was 30%. But when they asked, “What percent of people t hat you know are trustworthy?” ” The average response was 70%. Simply knowing leads to trust.

5 tips to improve customer retention

Happy or Not

Last week’s October 5th was the annual international Customer Experience Day. While CX Day will come and go, keeping your customers happy year round is the pillar of customer retention and supports that your CX efforts will be successful. . Your best customer is the one who keeps coming back to you.

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!

Introducing new DesignXM innovations to drive Experience Design across your organization


Launch breakthrough products and services leveraging the best-in-class market research platform — DesignXM. Find out more about the new tools and capabilities that we’ve added to help you create incredible experiences on the platform.

Creative Consumers Demand Your Creative Response

Forrester's Customer Insights

When Valve Software had to deal with consumers hacking into the encrypted software of its popular game “Half-Life,” the company took a bold, overt decision to release the code to the community. The result?

CSAT vs. CES vs. NPS: How to turbocharge key metrics for contact center success

1 to 1

The contact center industry is driven by customer experiences that are easy, difficult, joyful, stressful and everything in between. It’s incredibly important to take these everyday interactions from associates and customers and quantify them in a tangible way.

The European Union’s Sustainable Regulation Jigsaw Is Almost Complete

Forrester's Customer Insights

The EU has committed to becoming the first climate-neutral bloc in the world by 2050 and has adopted a slew of regulation to support this transition. Age of the Customer Banking Europe financial services Insurance Sustainability Sustainable finance Wealth Management

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.

ServiceNow To Partner With Celonis – What To Make Of This Announcement

Forrester's Customer Insights

ServiceNow and Celonis recently announced a strategic partnership that is looking to create a closer linkage between ServiceNow’s low-code platform with Celonis’ Execution Management System.