Sat.Nov 07, 2020 - Fri.Nov 13, 2020

Why AI and Human-Centred Design Should Be the Priorities for Restarting CX Programs

MyCustomer

Engagement What should be the priorities for restarting CX

10 Top Tips for Avoiding Complaints and Managing Them

Helen Dewdney

The Complaining Cow’s Ten Top Tips for the Complained Against! Search well and you can find lots of help in improving your customer service and experience, sales etc.

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3 Ways Restaurants Can Deliver Superior Service + Continue To Evolve the Customer Experience

SMG CX

As we enter into a new phase of the pandemic—one of colder temperatures, a potential third wave, and the added threat of cold + flu season—businesses relying on outside service will once again have to adjust operational procedures. Industry Trends Data Science Brand Research

Interview with CX Ambassador Matthew Phillip

GetFeedback

Interview with Matthew Phillip, Marketing Automation Manager at Mylo, a Lockton company, the insurtech leader revolutionizing insurance shopping, about his career in the customer experience space. Articles

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!

NICE inContact Recognized by Master Referral Partners with Performance Awards

NICE inContact

Having an extensive network of active partners—and being a partner to other companies—is a critical driver of business success for NICE inContact, as well as for our partners.

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More Trending

Why Businesses are Choosing White-Label Live Chat

Comm100

If you want to offer good customer service, live chat is no longer a ‘nice to have’. Customers expect instant responses to their problems, and with real-time live chat, a company of any size can deliver.

How to deliver the best mobile user experience

GetFeedback

Five key elements to delivering the best mobile UX and how to use customer feedback to optimize the experience. Guides

NICE inContact CX Transformation Benchmark 2020: How the Coronavirus Shaped Customer Expectations

NICE inContact

The annual Consumer Wave of the NICE inContact Customer Experience (CX) Transformation Benchmark Study dove deep into how the pandemic has shaped the way customers are interacting with contact centers.

How to optimize customer service costs with visual assistance

TechSee

The discussion around how to reduce customer service costs is not a new one. For decades, service organizations have been proposing innovative ways to cut operational costs in customer service: Let employees bring their own coffee? ??. Eliminate evening and weekend hours?

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!

Veteran’s Day – Innovative Service and the Rules of Combat

Wired and Dangerous

This week we celebrate Veterans Day. We deeply thank all those who have made the ultimate sacrifice for their country! We also thank those who served for their service. We both had the distinct honor and privilege to serve our country. Chip is a highly decorated Vietnam War veteran.

How to manage customer service during COVID-19 holiday season

GetFeedback

Simplifying CX YouTube series episode on how to manage customer service during COVID-19 holiday season. Videos

Act on Early Warnings with Proactive Analytics

NICE inContact

One tool that helps businesses know their customers better, anticipate their needs, and proactively address emerging issues is interaction analytics. A recent Aberdeen report stated that 59% of companies rate Augmented Analytics as critical or very important in the COVID-19 environment.

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The Mike Moment

ShepHyken

We’ve all heard the old adage: “It’s better to give than to receive.” That’s what customer service people do. They give and give and give. They help solve problems and resolve complaints.

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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.

What Chair is Reserved for Your Customer?

Wired and Dangerous

This week we celebrate Veterans Day. We deeply thank all those who have made the ultimate sacrifice for their country! We also thank those who served for their service. We both had the distinct honor and privilege to serve our country. Chip is a highly decorated Vietnam War veteran.

The journey to great begins with gratitude

Talkdesk

November marked the beginning of the fourth quarter in Talkdesk’s fiscal year. I usually transition to a new quarter focused on what we must accomplish and the action plans to make it all happen.

Gartner Names NICE inContact a Leader in the 2020 Magic Quadrant for Contact Center as a Service

NICE inContact

NICE inContact has achieved the highest overall position for its ability to execute in the just released Gartner 2020 Magic Quadrant for Contact Center as a Service (CCaaS). NICE inContact has been placed as a Leader every year since this Magic Quadrant’s publication starting six years ago

Guest Post: Ditching NPS for Real Feedback–Which is Better For Your Customer Experience?

ShepHyken

This week we feature an article from Su Kaygun Sayran , a content writer for JotForm. He writes about what specifically makes feedback effective in helping you improve your customer service. Feedback, the one thing that businesses know that they need but dread to receive it at the same time.

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 Human Reasons Why People Join Online Community Forums

Vanilla Forums

Have you ever wondered why people are motivated to join an online community forum — I mean, what really motivates people to join? What's appealing about being part of an online community as opposed to an offline community?

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Customer Transformation: Loyalty & Sentiment Are Your Challenges Ahead

eglobalis

Customer Transformation: Loyalty & Sentiment Are Your Challenges Ahead , People-centric enterprises will certainly have an advantage – not just today, but also down the road – when it comes to the memories they instilled in employees and customers during the COVID-19 pandemic. The post Customer Transformation: Loyalty & Sentiment Are Your Challenges Ahead appeared first on Eglobalis.

Time for a New Engine? 4 Ways Modern ACDs Are Driving Today's Contact Centers

NICE inContact

An ACD is essential contact center technology. Without an ACD, the operation would be in disarray, which is why it is indispensable for every contact center.

Amazing Business Radio: Josh Liebman

ShepHyken

Optimize Your Feedback Loop. Collecting, Responding and Reacting to Customer Feedback. Shep Hyken interviews Joshua Liebman , founder of BackLooper. They discuss strategies for collecting customer reviews and feedback and what to do with it after you collect it.

Customer Communities Elevate the Customer Experience

Speaker: Rachel Happe

An online community is an increasingly vital part of many leading companies’ support strategies. Creating a branded place where your customers can ask and answer questions, interact with each other, and search for the information they need is a great way to decrease the burden on your staff and allow them to focus on the customers that really need their help. Join us at 9:00 am EST on Nov 18th for this talk by Rachel Happe, founder of industry-leading strategists, The Community Roundtable. You will learn the effectiveness of the community in empowering your customers and generating value for your business.

How to Reduce the #1 Cause of Anxiety

The DiJulius Group

4 Quick Tips to Help you Make Price Irrelevant 1) Feature Story How to Reduce the #1 Cause of Anxiety For most people uncertainty triggers high extremes of anxiety. As human beings, we like predictability in our lives. That is why we check the five-day forecast, so we know how to dress. That is why.

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How Customer Success Technology Tackles the Top 7 CS Challenges

Totango

Ongoing market volatility created by the COVID-19 pandemic has placed a greater emphasis on the revenue potential of existing customers.

Cyara Partners with Splunk to Help Resolve CX Issues Up to 10x Faster

Cyara

Organizations are constantly looking to improve their customer experience (CX). While the contact center has always played a key role in this, since we’ve been in this global pandemic, the contact center has become the place where consumers interact with organizations.

Orchestrating Intelligent Automation with Bizagi 11.2.4 R2

Bizagi

Businesses, workforces and processes have been disrupted by the pandemic at an unprecedented rate and scale. In many ways, this has accelerated the evolution of services in areas that were already changing.

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.