Mon.Oct 25, 2021

2021 Holiday Shopping Is Coming Sooner Than You Think


5 Trends to Watch. The National Retail Foundation is forecasting a sales increase of 10-13% from a year ago. Merchants always look forward to the year’s fourth quarter; this season provides even more reason to be jolly.

Social customer service is key: Don’t leave your customers high and dry

NICE inContact

Would you ever get a retail or office space, hang a sign outside with your business's name on it… but then just leave it standing there, unstaffed for long periods of time? And the front door unlocked, no less? Customer Experience

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Contact Center Digital Transformation – The Essential Stages for a Smooth and Successful Transition


Today’s customers expect digital communication channels from the businesses that they connect with. It’s well documented that millennials hate phone calls , and to meet the needs of these customers, businesses are undergoing digital transformation to remain competitive.

5 Top Customer Service Articles of the Week 10-25-2021

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. What Kind of CX Do Customers Really Want? by Eric Krapf. (No

The Ultimate Guide to CX Surveys

Customer feedback is essential if you want your business to thrive – it will give you the direction to improve. Discover best practices, how to formulate a great survey, and the best customer experience survey questions to ask, all with examples!

Improving Student Engagement – Why Phone Support is Dead


Amid the Covid-19 pandemic, maintaining high levels of student engagement appeared to be a losing battle for many institutions.

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Engaging with International Students – Top Tips for Higher Education


Engaging with students is difficult in higher education. Engaging with international students is even more difficult. Besides potential language barriers, institutions also need to be sensitive to cultural differences and customs.

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Bioinfogate becomes Clarivate


This year, Clarivate acquired Bioinfogate , a leading provider of analytics solutions in the life sciences and producer of the OFF-X portal. The move further expands and integrates drug toxicity data and translational safety intelligence from OFF-X into all aspects of the life science cycle.

The Role of Social Media in Higher Education – 5 Best Practices for Engagement


Today’s students have grown up as digital natives, surrounded by technology and accustomed to the experience it provides. It should come as no surprise therefore, to hear that higher education institutions are looking to offer a digital-first approach to improve student engagement and experience.

Embedding a Customer Feedback Loop Into Your Product Delivery


Constant feedback is the lifeblood pumping into every successful product delivery. And if you want to unleash a steady flow of products and features that your users love, you have to keep your finger on their pulse constantly.

Developing Agent Empathy Through Emotional Intelligence

Speaker: Dave Seaton CCXP, Founder & Principal at Seaton CX

Practicing empathy is a foundation of good customer service and improves customer satisfaction. How do contact center leaders assess, manage, and coach agents to show empathy? Take away exercises and job aids to improve empathy skills starting today.

What’s the Best Time to Send a Survey

ProProfs Chat

Ever wondered why some surveys succeed in getting the highest response rate while others often go unopened and unattended? No points for guessing the answer. While multiple factors impact the response rate, timing is one of the most important ones.

Reasons to Invest in Account Management Software


The tools you choose to utilize will make or break your success. In the key account management world, all too often, we see that companies prefer to pair a customer relationship management platform with various software platforms to perform tasks and manage their clients.

How Digital Transformation Can Revolutionize Your Customer Service

Provide Support

The post How Digital Transformation Can Revolutionize Your Customer Service appeared first on Provide Support Blog. Articles

Tesco website crash – every little helps?

Helen Dewdney

Major supermarket online shopping hit by mystery attack? Tesco’s website was been “down” between Saturday 23 October 2021 and today (Monday 25 October 2021).

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Driving Business Value with Contact Center and UC Integration

With the growth of hybrid work models and work from home, one thing is more important than ever: integration. But, how are companies leveraging it - both technically and operationally? In this whitepaper, you’ll get in-depth insight into 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.

CCM Use Case: Claims Correspondence


One of the oldest sayings in insurance goes something like, “you don’t want it until you need it, and then it’s too late.”

Customer Success Leading Indicators: Part II


For many SaaS vendor teams, the industry landscape has become so competitive over the last few years (and especially during the past 18 months) that every single customer interaction counts more than ever.

Get paid quick and easy with Instagram payments


How many times have you scrolled through Instagram and looked at bucket-list-worthy images or a delicious-looking meal, or even discovered a new product? Instagram is known as a popular way to share images and videos, but it can be capable of much more. Enter Instagram payments.

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Top 10 Winning Pitch Decks from SaaS Unicorn Startups


You, as a startup, need growth and for growth you need funding. That is when the entire concept of pitch deck comes into play. When you have a winning pitch deck, it becomes a lot easier to convince your investors to give you a try and a plausible ladder to boost up your growth.

2021 CX Trends Report

In this e-book, you’ll discover the origins of CX, the evolution into an actionable tool for customer feedback, and where the future of CX is moving towards.

10 Features of an Effective Help Desk Ticketing System

CSM Magazine

Over the past two decades, the evolution of help desk ticketing systems has been rapid. Here we explore some of the key features to look out for. Introduced initially to assist help desk professionals solve customer issues, they are now the backbone of multiple help desk teams across the globe.

Oct 25 – Customer Success Jobs


Role: Director of Customer Success Location: Remote, United States Organization: SheerID As a Director of Customer Success, you will assess Customer Segmentation and make recommendations to ensure our customers’ success as well as the scalability of the customer success program at SheerID.

3 Industries That Need Multilingual Call Centers

Magellan Solutions

Industries Which Benefit from Multilingual Call Center Services. Call center services are all about providing services tailor-made for every business.

Rob Berger Leads Global Quant Strategy

2020 Research

Rob Berger Joins Schlesinger Group. We are excited to announce that Rob Berger has joined Schlesinger Group to lead our global quantitative strategy in his role as EVP, Global Quantitative Solutions.

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!

Purchase Order Format – Download FREE Purchase Order Forms in Excel & PDF!


In this blog post, we go all guns blazing on the different purchase order formats you can download in a click!

Customer horror stories: Perilous permissions


Our inSi-DED series is back! ?? Starting this week, you'll get to enjoy one hair-raising story daily. Leave the light on, check under your bed, or in this case, make sure the correct user permissions are enabled. ?? If you want to submit your own CS or community horror story, do so here.

Evaluating Employee Performance: A Quick Guide


Evaluating employee performance is key to the growth of your business. The performance of your employees hugely influences the success or failure of your company. Evaluations typically include a review of an employee’s performance and how it compares with the company’s expectations.

Choosing The Right Services Provider Can Make Or Break Your Digital Customer Experience Success

Forrester's Customer Insights

A great digital experience starts with the basics: a strategy for omnichannel engagement; great design; personalized, yet trustworthy, experiences; and, of course, the technology and operations to support it.

Optimizing Your Customer Journey In 2021

You know it’s important to optimize your customer journey, but you’re not sure which part of that journey to focus on. Customer interactions across multiple touchpoints mean it can be tricky to isolate a specific part that’s going to deliver the best results for you - and your customers. Creating a strong customer experience is now one of the most important priorities businesses focus on. Don’t be left behind. Time to take a customer first approach & start looking at strategies you can implement to optimize your customer journey. Download the guide today!