Sat.Nov 14, 2020 - Fri.Nov 20, 2020

Are You Delivering “Comfort and Joy” to Your Customers?

Customer Bliss

Today’s guest post is from my good friend, Chip R. Bell , the best selling author of the 9 1/2 Principles of Innovative Service and many other customer service books.

Conversational AI in Customer Service: An Interview with Dawn Varghese of Agara

Customers That Stick

Note: This blog post contains information related to and provide by a client of CTS Service Solutions.

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Developing Unique Growth Mindset That Fuels Growth, Success, and Innovation

Strikedeck

Vincent Manlapaz, in an interview with Brett Andersen talks about the dynamic role of CS and the importance of having clear cut strategies to structure growth, manage customer expectations and opportunities throughout the organization.

Data Lakes: Navigating Storage and Analytics in Cloud Contact Centers

NICE inContact

A data lake is a repository for storing massive amounts of raw data in its native form, in a single location.

Why Is Patient Engagement Important? | Frontline Group

There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.

Five Ways to Thank Customers — And How to Find Opportunities in Your Organization

Experience Investigators by 360Connext

When our waiter flagged us down by the door, I assumed we had left something behind or forgotten to sign the credit card slip or something. My husband and I were walking out of a restaurant with our two boys, who were 9 and 12 at the time, while on vacation in Florida several years ago.

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Sampling error – Definition, types, control, and reducing errors

QuestionPro Audience

What is a sampling error? A sampling error occurs when the sample used in the study is not representative of the whole population. Sampling errors often occur, and thus, researchers always calculate a margin of error during final results as a statistical practice.

Top Leading and Lagging Metrics to Track to Improve Customer Satisfaction (CSAT)

NICE inContact

Customer loyalty and retention are at the top of the list when it comes to contact center goals. But driving loyalty and retention takes more than just measuring the customer satisfaction score (CSAT) or the net promotor score (NPS) and calling it a day.

Brandwatch’s 50 Most Influential People on Twitter 2020

Brandwatch CX

React

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Lippert Components fueled innovations using GetFeedback

GetFeedback

After implementing GetFeedback, Lippert improved its customer experiences within a matter of weeks of receiving customer insights. It also built a community of brand advocates that provided feedback and shared new product and service ideas. Customer Stories

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!

Best Customer & Employee Experience Design Books 2020 2021 List

eglobalis

Best Customer experience and Employee Experience experience Design Books of 2020 2021 List. The post Best Customer & Employee Experience Design Books 2020 2021 List appeared first on Eglobalis.

5 Key Aspects of Cutting-Edge Contact Center Software and How to Choose the Right One

NICE inContact

There’s a lot to consider when making the software choice for your contact center. And this is why NICE inContact is especially grateful to be recognized by Frost & Sullivan as the recipient of the 2020 European Contact Center as a Service Competitive Strategy Innovation and Leadership Award.

6 Habits of Organizations with Successful Remote Support

TechSee

It’s as old as communication technology itself. The importance of following remote support best practices is undeniable – certainly anyone who has seen the movie Apollo 13 will recall that it saved the lives of the failed mission’s astronauts 50 years ago.

Why Academic Writing Skills Are Useful for Managers

CSM Magazine

Writing is seen as such a Herculean task that it is often outsourced and that can be a great idea. If you look at the writing involved in a task and you realise that it is something that you cannot handle, it’s easy to get an essay writing service to deal with it for you.

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!

How to prepare your call center for holiday shipageddon

Talkdesk

2020 has been an extraordinary year for brands and retailers. COVID-19 has accelerated the channel shift from in-store purchases to e-commerce, leading many companies to rapidly adopt and upgrade their digital capabilities, while others were ill-prepared.

Are You Delivering Great Customer Experiences?

Wired and Dangerous

Amex reports that US consumers say they’re willing to spend 17 percent more to do business with companies that deliver excellent service. Connect with one of your favorite service providers and you immediately feel the difference in the experience that makes this establishment one of your chosen few.

The Loyalty Question 2.0

ShepHyken

If you have been following my work, you may remember something I refer to as The Loyalty Question. It goes like this: What am I doing right now to make sure the customer comes back the next time they need whatever it is we sell? Most people think customer loyalty is about a lifetime.

An Open Letter to My Friends in IT

Heart of the Customer

Dear IT colleagues, This is our time to shine. As the world changes rapidly, your company is looking to you to deliver the digital transformations necessary to support a new reality for your customers. Those digital adoption goals set for 2025? They’ve been moved up to 2021. With urgency.

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.

Embrace the digital era by automating key business processes in the contact center

Talkdesk

Call centers are often high-stress environments, especially when customer demands relate to urgent issues such as health or financial well-being. Automating processes and tasks is a key step to reducing stress and boosting productivity.

Google Review Not Showing Up? Here Are 12 Reasons Why

ReviewTrackers

ReviewTrackers

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Beyond CRM Contact Center Integration: Why Data Unification Is the Key to Customer Service Success

UJET

The API integration linking your contact center and your customer relationship management (CRM) tool shouldn’t be holding you back. But for many businesses, it is. API integrations are lines of code that connect two or more applications, like your CRM and your contact center.

Check out our recent blog on using empathy as a superpower

Beyond the Arc

Does your organization struggle to put the idea of empathy in customer experience into action? Maybe it isn't about putting yourself in the customer's shoes after all. Check out our recent article by CX strategist Gavin James "Empathy as a Superpower: 4 Steps to getting it right" to learn more.

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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!

3 Drivers of CX Success in 2021

Upstream Works

As the pandemic continues and businesses continue shifting focus to accommodate necessary changes, we’ve seen brand new drivers of customer experience (CX) success arise.

7 Review Acquisition Strategies to Boost Customer Success

ReviewTrackers

ReviewTrackers

Contact Center Digital Transformation Strategy

UJET

This is a guest post by Donna Fluss, the president of DMG Consulting LLC. It took a pandemic, but most companies have finally been convinced that they need to undergo a digital transformation to position themselves for success in the economy of the future, also known as the “new normal.”

Begin your digital transformation by integrating core CX systems

Talkdesk

Migrating to the cloud is one of the first steps to transform your contact center into a strategic asset that is capable of delivering a 21st century customer experience (CX).

Community: Executives, Take Note!

Speaker: Carrie Melissa Jones, Erica Kuhl and Holly Firestone

In 2021, many executives have started to view community structures as a new governance model for the entire organization rather than a stand-alone initiative. Join us on January 27th for a webinar exploring our 2021 Community Predictions eBook!