Sat.Jun 26, 2021 - Fri.Jul 02, 2021

3 Upcoming Trends in Customer Service

CSM Magazine

The fundamental goal of client satisfaction is at the heart of customer service. In the past, it meant giving out smiles or taking the occasional phone call from a dissatisfied customer. Now, there’s a lot more to it than that.

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What is a Freemium Strategy?

Totango

A f reemium strategy forms a foundation for SaaS marketing, but it’s often used without being understood. Here’s a closer look at the basics. We’ll define what a freemium strategy is. We’ll contrast it with the similar-sounding but distinct concept of a free trial strategy.

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How to Make a Great Customer-Centric Web Design

C3Centricity

Web design is a variable that changes as fast, if not faster than we can get our latest creation published! In just the past twelve months, digital adoption has expanded five to ten times faster than was expected, thanks to the pandemic and lockdowns.

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156

Why Your Company Must Prioritize DE&I & LGBTQ+ Initiatives All Year

Alida

Patriotic flags, dazzling fireworks, mouth-watering BBQs, and scraping rainbow decals off of storefront windows—July is here! Brand Experience

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How to Run a Successful Voice of the Customer Program

The Voice of the Customer (VoC) is the core foundation of any successful customer experience program. Download this guide from GetFeedback to learn how you can launch a successful Voice of the Customer program that drives return on investment!

Social Media Study: Stress Hurts Call Center Employees and the Customer Experience

Uniphore

Atlanta, GA – July 1, 2021 – Jacada, a leading provider of AI and RPA powered virtual assistants , recently released key insights on why contact center employees are stressed and how their stress negatively affects the customer experience.

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More Trending

Technician Dispatch in 2021: 4 Fresh Approaches to Cost

TechSee

Technician dispatches, known colloquially as “truck rolls,” are considered a necessary evil for many service organizations. If a customer has a need for service, the organization must dispatch a technician to deal with the issue, whether they like it or not. And they don’t like it.

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Marketing Can’t Save The Customer Experience

Omnicus

Customers don’t become loyal to your brand because your marketing is excellent. They become loyal because you take good care of them. Excellent customer service experiences drive a great customer experience. Make no mistake about it; marketing is essential. It drives customer awareness, helps build top of mind, influences our buying behavior, and significantly impacts brand recognition and brand reputation. And it makes us buy your products and services. customer experience

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The comprehensive guide to improving retail customer experience

GetFeedback

Retail customer experience is critical for your business. Learn how customer expectations are changing and how to measure and improve their experiences. Guides

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5 ways to drive sustainable, well-rounded agent performance through gamification

NICE inContact

Check out the “Contact Center Leader’s Guide to Gamification” eBook for more tips and tricks.

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156

How Mature Are Your Digital Experiences? A Step-by-Step Guide to Improved CX

Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.

6 Customer Service Skills for a Positive Customer Experience

Comm100

Customer service is often cited as the most important factor in customer satisfaction. It’s why we’re here to talk about how your customer service team can give your customers a positive experience, no matter the circumstance or query.

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The Power of Employee Experience

Alida

In an increasingly competitive market, homing in on the employee experience (EX) can differentiate your brand and result in a better end result for your customers. Customer Experience Employee Experience

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What is customer feedback?

GetFeedback

All you need to know about asking for, tracking, and using customer feedback. Guides

195
195

Caller ID authentication: Robocalls, spoofing, and what STIR/SHAKEN has to do with it

NICE inContact

Read more about CXone Personal Connection, the proactive engagement solution that is part of the CXone platform, which ensures your outbound calls are ready for STIR/SHAKEN, generates more revenue, improves the customer, and agent experience, and increases customer connections. General NICE CXone

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5 Elements for Building a World-Class Agent Coaching Program

Speaker: Francoise Tourniaire - Founder of FT Works and Omid Razavi - Chief Advocacy Officer at SupportLogic

In this presentation, we will discuss the five elements of building a real-time coaching program using AI-infused workflows that will allow managers and agents to continuously engage and drive more constructive dialogue, resulting in reduced agent burnout and increased employee satisfaction and retention.

How to Use Live Chat to Support the eCommerce Customer Journey

Comm100

Imagine a customer is at the checkout of your eCommerce store. They have a pair of shorts in the basket, and they’re right on the edge of clicking ‘Complete order’. But there’s just one problem. They’re not quite sure if they’ll be the right size. And if they’re not, can they return them for free?

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How to Handle Difficult Customers

Shep Hyken

Not long ago I covered six ways to handle angry customers. Often an angry customer and a difficult customer are the same. But that’s not always true. Sometimes difficult customers aren’t angry. They are just tough and demanding.

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How to use a customer experience maturity model

GetFeedback

How to use a customer experience maturity model to assess the current state of CX in your business, diagnose areas that need improvement, and guide your experience strategy. Guides

195
195

National Customer Service Week 2021!

Myra Golden Media

Mark your Calendars for October 4 – 8, 2021, because we’re celebrating National Customer Service Week! This year’s theme is, Celebrating the Heart of Service. And I’m facilitating five online video sessions!!!

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Top Industry Secrets for Successful Contact Center Scripting

Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc

Scripts have been around as long as contact centers. Scripts attempt to set out an ‘ideal’ path to success on the call, whether that's a sale, a resolved inquiry, or a closed case. While some scripting attempts have failed, AI and Agent Assist technologies can help.

#05: We Have to Stop Saying “The Customer is Always Right”

Michel Falcon Experience

To listen to this episode on an Apple device, click here. To listen on Spotify, click here. To listen to this episode on another platform,click here Welcome… The post #05: We Have to Stop Saying “The Customer is Always Right” appeared first on.

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Guest Post: Here Are The Do’s & Don’ts of Social Media Customer Service

Shep Hyken

This week we feature an article by Devin Pickell, Growth Marketer at Nextiva. He writes about the do’s and don’ts of social media customer service.

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Intouch Games Automates 28% Of Live Chat Queries with ServisBOT

CSM Magazine

AI chatbot handles peaks and supports business growth. Founded in 2001, in the West Midlands, UK, as a manufacturer of leisure machines for the hospitality industry, Intouch Games launched its first mobile casino games in 2006.

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Watch this before you talk to your next angry customer (3 Keys to De-escalating)

Myra Golden Media

Is your team dealing with increased irritability from customers? Do your people struggle to get angry customers to back down? If so, have your employees watch this video before they talk to their next angry customer.

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How woom bikes Takes an Employee-First Approach to Grow Its Customer Base

Are your employees an untapped source of customer feedback? Watch this on-demand webinar featuring woom bikes to learn how their team improves employee and customer experiences in tandem.

#06: How to Stand Out in a Crowded Company and Industry w/ Ghassan Halazon

Michel Falcon Experience

To listen to this episode on an Apple device, click here. To listen on Spotify, click here. To listen to this episode on another platform,click here Welcome.… … The post #06: How to Stand Out in a Crowded Company and Industry w/ Ghassan Halazon appeared first on.

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Amazing Business Radio: Shirley Macbeth

Shep Hyken

The Customer Obsessed Organization. How to Lead with the Customer First. Shep Hyken interviews Shirley Macbeth, Chief Marketing Officer at Forrester , responsible for elevating the company’s thought leadership profile and generating demand for its portfolio of research, consulting, and events.

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How to Boost Slow Product Adoption After Onboarding Your Customer

Totango

Knowing how to boost product adoption after onboarding is critical for customer retention. Onboarding is a crucial time to provide the training and resources that customers need to make the most out of your product.

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Net Revenue Retention Drives Market Cap

Gainsight

Co-authored by Jake Wirfel. It’s no secret that happy customers drive better business outcomes. But how much better? Gainsight has long been a leader in understanding how critical Customer Success is to the health of SaaS companies.

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Winning Solutions to Keep Contact Center Agents Engaged

Speaker: Adam Saad - Founder & CEO, Tech Stack Advising

In order to keep agents both satisfied and engaged, we must develop a plan that both mitigates these concerns with current agents and halts any potential issues that may arise with new hires. These plans must also take into account the different environments and locations your agents may be working in.