Sat.Mar 27, 2021 - Fri.Apr 02, 2021

The Pandemic Makes Online Customer Support More Important Than Ever


Share this entry Share on Facebook Share on Twitter Share on Pinterest Share on LinkedIn Share by Mail The Pandemic Makes Online Customer Support More Important Than Ever. There are few things today that are not impacted by computer technology in some way.

What Are Micromoments, & Why Are They So Important?

Experience Investigators by 360Connext

Note from Jeannie: Back in 2012, I recorded a talk for TEDx around what I then referred to as “micro-interactions.” ” In the nine years since, I’ve placed these at the core of the mission of Experience Investigators, and coined the term micromoments to better describe them.


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2021 is the Year of Omnichannel Customer Engagement – Here’s Why


Very few people have avoided the consequences of Covid-19 in their workplace. The pandemic has driven more people than ever to work from home, while forcing millions more into unemployment.

3 Ways to Use AI Right Now to Support Remote Contact Center Agents

NICE inContact

Contrary to some science fiction movies, artificial intelligence (AI) hasn't subjected humans to robotic overlords. And contrary to some current opinions, contact center AI isn't all about replacing customer service agents with armies of bots.

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.

What is Customer Experience Management?


How CXM helps increase customer satisfaction, loyalty, and brand advocacy while cutting costs. Guides

More Trending

How to Lead in a Crowded Streaming Media Market


The streaming media market is, at times, a tale of contrasts. On one hand, the market is booming: According to MarketsandResearch, the global streaming media market is on pace to expand at a 23.2% compound annual growth rate (CAGR) between 2021 and 2025.

CXone-Empathy Combination Enables Bayada Home Health Contact Center to Care for Customers

NICE inContact

No one would disagree that technology has improved customer service exponentially.

Customer satisfaction survey questions


Your guide to all things customer satisfaction, from measuring CSAT to example questions and best practices. Guides

The Power of Story


Are you caught up in life’s troubles and don’t want to take any more of it? Do you desire an accomplished life? Do you want to develop the right mindset that drives your passion? Are you concerned about life’s deepest challenges? Or does the world look too bleak from your perspective?

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!

Live Chat Security: Is Free Live Chat Safe?


Consumers around the world are becoming more aware of how their personal data is used online, and more concerned too. Nearly three-quarters (72%) of Americans say they are ‘very concerned’ to ‘extremely concerned’ about their online privacy.

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Patients as ‘Consumers’ and ‘Customers’: How Can Health Care Meet Their Growing Demands?

NICE inContact

Some health care organizations and providers have taken note of and have already moved into the future. For example, some New York City providers use text message patient outreach to keep track of patients who cancel appointments, which has made a serious dent in patient no-show rates.

Driving growth with digital customer feedback: 4 insights from CX leaders


4 tips from the SurveyMonkey CX Leader Roundtable Community. Articles

Tips 195

What are video surveys & why should you use them?


A video survey is a qualitative research survey with one or more embedded video questions. Customer Engagement

Video 130

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!

Support Ticket Systems: What is Ticketing and Why Customer Service Suffers Without It


When it comes to customer service, everybody appreciates a first time, single contact resolution – the customer asks their question, and they get their answer on the spot. However, not every inquiry can be resolved so easily.

System 130

The Value of a Lifetime Customer – 8 Call Center Software Capabilities that Can Help Build Loyalty

NICE inContact

As you initiate your call center software selection process, keep in mind that many new loyalty-enhancing capabilities are within your budgetary reach. Don't set out just to replace "like-for-like."

Need Mo’ Money? Customer Service can Help using the Power of Vision


Your business needs to generate more revenue. You turn to the sales team. Or do you? New thinking is pointing to another area of focus for boosting sales: Customer Service. Contact center agents and field service technicians are probably the best placed salespeople within the organization.

Sales 109

One Size Fits All? Not for Metrics!

Heart of the Customer

Imagine if your HR partners told you they were going to use one metric to measure all of your employees, and that should be how you determine each one’s overall effectiveness. You’d push back immediately.

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 Scale Customer Success Operations


If you were presented with the opportunity to double or triple the size of your business virtually overnight, what would you say? For most people, the answer would be a swift “yes, please!” But what about all of the growing pains that come along with that expansion?

How to Deliver Market-Leading Customer Service thanks to Automation


Additionally, Covid-19 has further altered consumer habits. During lockdowns, workers have been unable to access their workplaces and many services have been disrupted or forced to accelerate their digital transformation strategies to keep up with market demands.

Protected: What is Your Customer Trying to Tell You?

Daniel Group

This content is password protected. To view it please enter your password below: Password: The post Protected: What is Your Customer Trying to Tell You? appeared first on The Daniel Group. Success Stories Success Strategies

Solvvy Launches Child Language Understanding and Management Solution for Youth


Solvvy, the Next-Gen Chatbot and Support Automation Platform, today announced that it has added new capabilities to help parents better interpret and manage requests from their own children.

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!

Get to Know Your Customer Day


It’s been years since I’ve written about Get to Know Your Customer Day. Recently, however, I’ve been asked what it’s all about, so I thought it was time to bring it up again. This time I want to share a few tips on what to do for these special days that are observed throughout the year.

7 Best Tips for Great Customer Service

Vanilla Forums

Great customer service is crucial for your business to succeed. The days of being successful while not investing in excellent customer service are long gone. Here are the 7 best tips for great customer service that you’ll ever need to know. Customer Service

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How Apple Business Chat Enables Ecommerce Brands to Boost Sales | Conversocial


A term many may not have come across is m-commerce, or mobile e-commerce. Today, most people’s smartphones are essentially an extension of their hands. On average, we spend around 3 hrs 15 minutes a day using them.

How to Optimize Customer Retention in the Insurance Industry


Improving customer retention can prevent billions of dollars of lost revenue in the insurance industry. Research from CallMiner revealed that avoidable churn costs businesses $136 billion in the U.S. alone.

Measuring Up: Choosing the Right Score for Your Community

Speaker: Nichole Devolites, Director of Customer Experience at SecureAuth

On Tuesday, April 20th at 12 PM EDT as Nichole Devolites will share an exclusive webinar on the top three scoring systems (NPS, CSAT, and CES) and what they are used for. Register today for the webinar!