Sat.Oct 23, 2021 - Fri.Oct 29, 2021

3 tips for successful customer data management

NICE inContact

Customer data governance is important for ensuring data is useful, standardized, and safeguarded. And to get maximum value from that data, businesses should implement initiatives that use customer data to know their customers better, improve CX, and enhance the customer journey.

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Who Owns Your CX Program? (Hint: It’s Everyone)

InMoment XI

In my last post, we discussed the difference between interactions, engagement, and customer experience. Now, I’d like to dive deeper into customer experience and the role everyone in your organization plays in delivering that experience.

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How to Deliver Great SaaS Customer Support: Tips and Examples

Help Scout

SaaS customer support has a deeper impact on your business's key metrics than you might think. Here's why it’s important and how to do it well. Read the full article

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

Comm100

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.

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!

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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Fall ‘21 Product Release—Deeper AI, Analytics, and CXM Integrations

Alida

Today, we’re thrilled to announce our Fall 2021 product release. Alida brings new capabilities in customer experience (CX), employee experience (EX), product experience (PX), and brand experience (BX).

Improving Student Engagement – Why Phone Support is Dead

Comm100

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

The scariest contact center digital transformation pitfalls to avoid

NICE inContact

If you need help escaping the monsters lurking in plain sight that want to spend your digital transformation strategy and change management, the eBook Change management blueprint for contact center digital transformation can make the process easier.

Uniphore Announces “Uniphore Unite” Partner Program to Accelerate Global AI and Automation Innovation

Uniphore

New Program Provides Foundation to Support Large-Scale Enterprise Digital Transformation Efforts with Leading Conversational Automation Solutions PALO ALTO, Calif., October 26, 2021 [8AM EST, 5 AM PST] — Uniphore , the leader in Conversational Automation, today announced?its

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.

Job Seekers Must Remember This – Tip #35

Steve DiGioia

The only reason a business hires someone is that they have a job that needs to be done and they need someone to do it. If they hire you, you get paid for your efforts. You are not promised lifetime employment, nor do you need to offer it to them.

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Embed Trust, Energy and Joy in Work: A Case Study in Empowering Employees

Customer Bliss

Have you ever played service roulette? Here’s how it goes: you’ve got a problem, and you call in or chat in, or tweet out the problem. The more urgent the issue, the more direct communication you want.

How Higher Education is Using AI Chatbots to Improve Student Engagement

Comm100

As higher education institutions look for new ways to engage their students, many are turning away from traditional phone support to invest in accessible and mobile-friendly technologies like live chat.

Service Is Not Servitude

Bill Quiseng

Several days ago, I was told that the counter person did not want to say, “How may I serve you?” “I’m I’m not a servant,” she said. She already had an attitude that disdained servitude. To her, servitude meant slavery, having no liberty to determine one’s own way of life.

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.

A Tale of 2 Support Calls: Utilizing Visual Customer Support To Improve KPI’s

TechSee

When customers need help, they most often turn to the company’s 800 number for support. According to research , more than 50% of customers across all age groups typically use the phone to reach customer service, making it the most used channel for customer support.

How to Train your Employees to deal with Irrational Customer Rage

The DiJulius Group

It appears that customer rage is at an all-time high. There is an increasing number of stories of customers becoming unruly, disrespectful, displaying both verbal and physical abuse in certain industries such as airlines, hotels, and restaurants.

Engaging with International Students – Top Tips for Higher Education

Comm100

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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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

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.

Announcing Help Scout's 2021 Customer Service Awards

Help Scout

Check out the companies who are delivering exceptional customer experiences in B2B, B2C, and Ecommerce. Read the full article

Why NPS Scoring Isn’t Enough For Customer Success

Totango

Net Promoter Score tells you how likely customers are to recommend you, but is that all you need to know for customer success? NPS scoring is good as far as it goes, but it only provides insight into one facet of your customers’ sentiment toward your brand.

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

Comm100

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.

Dealing With Angry Customers: Be Sincere When You Apologize

Shep Hyken

“I’m sorry.” Customers love to hear those important words, especially when they are calling about a problem or have a complaint.

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!

Bioinfogate becomes Clarivate

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.

Customer Experience Vibe: Are You Being Generous or Greedy? #cx

Kate Nasser

What customer experience vibe do customers get from your brand? Here are 6 ways the best create a generous vibe to keep customers coming back! The post Customer Experience Vibe: Are You Being Generous or Greedy? #cx cx appeared first on KateNasser.com.

Terrifying Tales of Spooky Support

Help Scout

The relentless customer with suspiciously sharp teeth, and the disturbing silence of an empty inbox. Three support stories to scare any customer service professional this Halloween. Read the full article

CX Is Complicated, Not Complex

Heart of the Customer

The Cynefin framework, developed more than 20 years ago by researcher and management consultant David Snowden, remains a solid context for strategic decision-making.

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!