Sat.Oct 31, 2020 - Fri.Nov 06, 2020

5 Ways Support Teams Can Prepare for the COVID-19 Holiday Rush

GetFeedback

How to provide the best customer service and support during this unprecedented holiday season. Guides

4 Easy Steps for Building an Internal Knowledge Base

Comm100

Access to information is key to the success of any customer service team, whatever channel you use. But for this success to happen, this information can’t be siloed. For your company to thrive, your departments and the teams that comprise them must be on the same page at all times.

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Diagnosing Customers’ New Behavior During the Pandemic

Beyond Philosophy

The last time you looked up product reviews, which ones did you notice first, 5-star, or 1-star? Also, how many 5-star reviews does it take to offset a 1-star review? Probably more than one.

The Ultimate Dialer Guide for Your Outbound Call Center

NICE inContact

Contrary to popular belief, dialers are not used just for telemarketing. The right dialer can turn any inbound contract center into a powerful blended contact center to help accelerate business growth. The challenge is selecting the best dialer for the task at hand.

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.

Why UX Design is Vital to User Satisfaction and Ongoing Job Security

C3Centricity

One of the greatest changes that the current pandemic has prompted, is the increase in the use of technology. From smarter homes to an improved online experience, people have a lot to gain from the situation. This is why UX design is vital to satisfying our customers’ demands and needs.

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7 Tips to Simplify & Improve Employee Journey Mapping

Experience Investigators by 360Connext

What is Employee Journey Mapping? If you’re familiar with customer journey mapping, then you may know more about employee journey mapping (EJM) than your realize.

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These 15 IVR System Design Tips Will Take Your Results from Customer Enragement to Customer Engagement

NICE inContact

Interactive voice response (IVR) systems are the gatekeepers to the contact center. As such, they set the tone for the entire interaction.

System 156

Why MaxDiff Isn’t the Method You Want

Alida

Wondering how to determine what's most important when it comes to your offering? Best Practices

How To 130

6 Top Chatbot Examples: AI Customer Service Bots in Action

Comm100

Cutting wait time, reducing operational costs, and improving conversions are just some of the customer service superpowers already enabled by AI.

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!

An Effortless Experience Isn’t Enough

Heart of the Customer

In CX, we all focus on making the experience easier on our customers. (We We even made it the title of our book.) But building loyalty isn’t as simple as removing friction. Don’t get me wrong. It’s definitely worthwhile to simplify your customer experience.

Why Voice of the Customer Matters — and How to Get Leadership Support

NICE inContact

these challenging times your customer’s voice matters more than ever — but this information can get lost among everything else going on. Even if agents are distracted and issues are coming up, contact centers must provide the same level of satisfaction as they would have before.

The Paradigm Shift of Remote Support and the Future of Field Service Delivery

TechSee

Field service delivery is undergoing a transformation. This paradigm shift has effectively taken the “field” out of field services, with the industry focused on servicing customers in the most efficient way possible. What does this mean for the future of field service?

Winner! Winner! Chicken Dinner!

ShepHyken

This is a crazy idea, but hear me out. When I was a kid, we had home-cooked meals almost every night. I thought my mom was the greatest cook in the world. She could make the best chicken. As a matter of fact, she made chicken almost every night.

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!

SOC 2 Type II Compliant Live Chat Software: What You Need to Know

Comm100

You want to provide the best and most accessible service to your customers, so you offer live chat support to provide quick, accurate and personalized answers to their questions. But even in a world of instant satisfaction, it’s important to take a moment and make sure that your live chat software provider has taken the necessary measurements to keep your customers’ sensitive information safe.

The Guide to Facebook Reviews

ReviewTrackers

Facebook Page reviews have the power to bring more customers for any business. In fact, Facebook is one of the top five sites that consumers check before they visit a business.

Support local restaurants during Covid-19

Customer Enthusiast

Between March and September of this year, sales at restaurants and bars plunged 27%, compared to the same period in 2019, according to the U.S. Census Bureau. And by April, according to the National Restaurant Association, more than 8 million restaurant employees had been laid off or furloughed.

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A Primer on the 3 Most Important CX Metrics – NPS, CSAT and CES

Wootric

Welcome to the “Age of the Customer.” Are you ready? Increased competition in nearly every market is leading businesses of all types to search for ways to attract and retain their ideal customers. Through technology, customers have unprecedented access to information about products and services.

NPS 96

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.

A Recipe for Success That Always Works – Tip #22

Steve DiGioia

Recently, I was asked, “what makes one business successful when another similar business fails”. Well, there are many reasons but here is the foundation of success for any business. I like to call it “ a recipe for success that always works ”. Here is My Recipe for Success.

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What is Attribution in Digital Marketing?

DemandJump

Digital marketing is a strategy where many roads all lead customers to the same destination. Whether it’s social media, email, or paid search ads, the goal of getting new business is the same.

What Chair is Reserved for Your Customer?

Wired and Dangerous

Have you noticed that your customers have changed? Customers say they are more likely to try additional services or products from brands that provide superior customer experience. They have raised the bar on how they view customer experience.

What Is Unsolicited Feedback and Why Does Your Business Need It?

ReviewTrackers

ReviewTrackers

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!

Guest Post: How To Collect Marketing Insights That Can Improve Customer Service

ShepHyken

This week we feature an article from Michael Magnus, a Strategic Communication lecturer and marketing consultant at Magnus Opus. He shares the process of conducting consumer research and how to implement your findings into the customer experience.

How Does Mobile Attribution Work?

DemandJump

Mobile devices have surpassed every other device, including television, as the primary medium where Americans spend their time and attention. Apps account for 90% of the time users are spending online using smartphones and tablets.

How Brandwatch for Administration Helps the University of Kansas Run Effectively During a Global Pandemic

Brandwatch CX

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Beyond the AI Customer Service Hype: Practical Applications for Real Results

UJET

AI (artificial intelligence) customer service tools weren’t designed to replace your agents. They were designed to help your agents deliver a better customer experience. Nothing can truly replace positive, meaningful exchanges between two people.

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.