Sat.Apr 03, 2021 - Fri.Apr 09, 2021

Words Matter in the CX Profession

Horizon CX

I first wrote and published this blog topic back in July of 2015.

Study 141

At Least Grumpy Old Guys Know What Great Customer Service Is

Steve DiGioia

As I’ve gotten older, I better understand why many “old folks” (speaking from the viewpoint of me as a kid) got so grumpy. They’re tired of dealing with years of B.S. from so many people and have had enough of it.


Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Lessons from 10 Years Working in Public Service Social Customer Care

Russel Lolacher

Time flies, and my decade in the public service at the BC Ministry of Transportation and Infrastructure has certainly attested to that. Ten years of leading a provincial government team in web services and social customer care has been a challenging and rewarding experience.

How to Engage Contact Center Agents in a Hybrid Workforce Model

NICE inContact

A hybrid workforce model isn’t going anywhere anytime soon. Agents are loving the flexibility and comfort it offers. But like anything, it comes with its own unique challenges as you try to keep employees engaged in their positions.

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.

Become a Storyminer


The post Become a Storyminer appeared first on Storyminers. Podcasts


More Trending

Live Chat Benchmark Data & Best Practices for Financial Services & Banking


Today’s customer service expectations cross over industries. If a consumer has a positive experience in one industry, they’ll expect it in another.

Think Big, Act Bigger A Practical Guide for Small Business Call Center AI and Analytics

NICE inContact

This is the third article in a four-part series designed to help small call centers choose the right software to enable them to thrive and compete.

Group Nine Captures a 360-Degree View of Digital Audiences


Group Nine Media is a leading digital media company with many highly visible, category-leading brands in its portfolio, which include Thrillist , The Dodo , NowThis , POPSUGAR , and Seeker.

Groups 130

How to offer great IT Support for WFH Staff with visual assistance (6 examples)


Today more and more companies are recognizing the benefits of allowing their employees to work from home (WFH), or more accurately, work from anywhere (WFA) that best suits their lifestyle.

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!

Turn Your Dashboards Up to 11

Heart of the Customer

Does it take you five hours to update your customer health dashboard, only to have three people barely glance at it? Worse yet, did someone else send out an Excel report that everyone read instead, even though you have a dashboard for their use? In other words, is your dashboard on mute?

Travel: The ultimate reset, refuel, and restart


The post Homepage appeared first on Talkdesk

Amazing Business Radio: Jeff Toister


An Amazing Customer Experience, Guaranteed . How to Get Customers to Gain Trust and Confidence in Your Brand. Shep Hyken interviews Jeff Toister , a customer service author, consultant, and trainer. They discuss how making or breaking promises effects the customer experience. .

Why Content Maintenance is Important

Vanilla Forums

The business and technology world moves fast. Technologies and tools get outdated quickly and are constantly being replaced by superior alternatives. Do you remember those video cassettes, or those 3 ½ floppy disks? As a 90’s kid, I remember them all.

Video 79

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!

The Power of Relentless Customer Service

CSM Magazine

If you want your organization to grow and succeed long term, you’ve got to be a service leader. To do that, you’ve got to be “Relentless.”. It has to be a lifetime commitment. Lots of executives talk about their focus on customer service. Most can’t, or more likely, won’t sustain it.

Happy National Pet Day (and Month!) from Talkdesk


Woof! . This is Caramel, and I am here to end your contact center dog days. I have been at Talkdesk for a year now, where I observed and learned (and took the occasional nap). I now feel ready to share some tips with you humans.

Guest Post: Customer Service Telephone Skills – Master Your Art of Conversation with Clients


This week we feature an article by Vihar Naik a writer for CallHippo , a cloud-based Intelligent virtual phone system for business & enterprise. He writes about skills everyone should have to communicate effectively with clients.

Change These 6 Fundamentals to Improve Your Digital Transformation and Supply Chain Experience


Change These 6 Fundamentals to Improve Your Digital Transformation and Supply Chain Experience customerexperience supply chain experience. The post Change These 6 Fundamentals to Improve Your Digital Transformation and Supply Chain Experience appeared first on Eglobalis.

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.

How to Drive Customer Acquisition Using Apple Business Chat and Google Business Messaging | Conversocial


With iOS and Android, Apple and Google dominate the mobile operating system market, with a nearly 100% global share. If brands are looking for a way to reach new customers, going through the native apps available on virtually every smartphone in the world is a pretty good starting point.

How to Optimize Reputational Risk Management in Banks


Bank Reputation Risk Management. Reputation is one of the most valuable assets that a bank can have. It’s also the most fragile one. After all, reputation is the key to building public and consumer trust. A great reputation can set a bank apart from its competitors.

Avoid Customer Confusion


Today’s customers are smarter than ever. They know how to buy. The digital/online world has given customers the power to research products, read reviews, and compare prices. Often, customers have made up their minds about what they are going to buy before they ever leave their home or office.

Vivantio Launches New Service Management Product Suite to Serve Growing B2B Service Firms

CSM Magazine

Vivantio launches new service management product suite to serve. growing B2B service firms.

B2B 69

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!

Supercharging Your Tech Stack with Totango: Streamline Your Workflows


In this blog series, we discuss different Totango integrations that help to harness the powers of all of your technology platforms into one dynamic system.

Five Ways to Expand Your Demand Response Program


Many energy providers are already garnering the benefits of their summer demand response (DR) programs.

5 Top Customer Service Articles For the Week of April 5, 2021


Each week I read a number of 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.

Tips 80

Remote Working through COVID-19: True Stories of Agile Contact Centers


2020 wasn’t exactly what you would call an easy year for anyone, and in some ways it was especially tough on businesses. The pandemic caused many companies to change their course of action, and fast.

Customer Perceptions of the Community Experience

Speaker: Mike Ellis, Vanilla Forums Marketing Manager

What do your customers actually want? In a land of ever-changing customer behaviors and expectations, brands need to understand the experiences customers value the most, and how these can impact their business outcomes. Join us on May 26th at 12 EDT for an in-depth discussion led by Vanilla's Marketing Manager, Mike Ellis. Mike will walk you through this research and guide you on community usage in terms of the most valued customer experience aspects.