Sat.Oct 02, 2021 - Fri.Oct 08, 2021

10 Questions for B2B CX Leaders

Heart of the Customer

This is the second in a three-part series that explores critical questions CX leaders should be asking – and able to answer. There’s some overlap between B2C, B2B, and B2B2C issues, but I want to address each audience individually. Last week, I covered B2C; next week I’ll address B2B2C leaders.

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Should We Expect WOW Service?

Steve DiGioia

I dropped my car off at the dealership the other day for a minor repair. I didn’t know what to expect since this is my first time using them. Two hours later I got the call that it was ready to be picked up. How wonderful this was. The repair was done quickly and soon I’d “be back on the road”.

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Contact Center Leadership: 3 Mistakes you should Avoid

NobelBiz

Customers demand personalized attention from your agents and supervisors, who are well-trained and informed about your products or service. However, it is only possible with strong management from your supervisors, excellent follow-up from your agents, and effective leadership from you as the owner.

A CX Day Offer To Boost Your Journey Mapping Outcomes

Kerry Bodine

Happy Customer Experience Day! I hope you and your colleagues are joining one of the many CX Day celebrations around the world.

How To 197

UC, Contact Center Integration Drives Business Value

How extensive is integration, and how are companies leveraging it—both technically and operationally? In this whitepaper, you’ll receive in-depth insights on 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.

How to Ensure Business Continuity in the UK Fuel Crisis

TechSee

With drivers queued up for hours waiting for petrol and station after station simply out of fuel, Britain’s fuel crisis is making headlines.

How To 143

More Trending

Customer Service Week Day 3!

Myra Golden Media

Oh, wow! Day 3 of Customer Service Week was fun! I shared ten super-energizers that are fantastic for Customer Service Week and beyond! If you missed the live event, no worries. We’ve got you covered with the replay below. Join us at 9am ET tomorrow live! Customer Experience Design

Guest Post: 4 Customer Service Best Practices for Your Subscription Business

Shep Hyken

Doug Liantonio is the Marketing Outreach Analyst at Gravy Solutions , a company that helps subscription-based businesses recover failed payments and retain customers.

The 7 Best Email Management Software + Features to Look For

Help Scout

Email management software minimizes the stress of organizing, processing, and prioritizing email, improving your productivity and focus. Read the full article

How sentiment analysis unlocks the voice of your employees

Keatext

The post How sentiment analysis unlocks the voice of your employees appeared first on Keatext.

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!

Customer Service Week Surprise From Salesforce – Unboxing!

Myra Golden Media

My son brought in an enormous box from Salesforce Service Cloud 360 full of goodies! Watch me unbox that surprise here. servicetrailblazers #customerserviceweek [link]. Oh, my gosh! This is amazing! . Customer Experience Design

059: 6 Steps in Launching a Successful Customer Service Initiative that Lasts

The DiJulius Group

Chief Revolution Officer John DiJulius of the DiJulius Group discusses the 6 steps in launching a successful customer service initiative that lasts.

5 Steps To Providing Good Customer Service!

TeamSupport

This week is Customer Service Week – an international celebration of the importance of customer service and of the people who serve and support customers on a daily basis.

Difference Between A Call Center And Help Desk BPO Service

Helpware

Looking to improve your customer service operations with BPO solutions? Explore the differences between call centers and help desks in this guide

Remote Agents and Digital Transformation

Remote agents are the new reality. Happier agents mean a better customer experience and improved CSAT/NPS scores. This new normal brings new challenges for contact centers. Find out what you need to do for your organization to excel. This eBook includes checklists for developing agent empathy and business continuity plans.

Learn How to Get Customer Feedback Easily and Efficiently

Totango

Knowing how to get customer feedback can be tricky. First, there is the challenge of getting customers to share feedback. Customers who are upset will often spread their displeasure to others without ever telling you, while those who are satisfied may keep it to themselves.

Customer Experience Management

Zonka Feedback

A growth-oriented business always keeps its customers at the heart of the business. They are always in tune with the customers’ needs by listening to their feedback and suggestions. Listening to the customers’ voices helps businesses to find how customers perceived products and services.

ChurnZero Earns a 2021 Tech Cares Award from TrustRadius

ChurnZero

ChurnZero Earns a 2021 Tech Cares Award From TrustRadius. ChurnZero is being recognized for giving back to their community with a 2021 Tech Cares Award from TrustRadius. TrustRadius has announced that they have recognized ChurnZero with a 2021 Tech Cares Award.

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Accounting Receivable Services for Small and Large Businesses: 4 Reasons it isn’t a Waste of Time

Magellan Solutions

If you are thinking that accounting receivable services are a waste of resources, think again. Accounting is one of the most important services in any organization, large or small. Imagine businesses without it. It’s just pure disaster, financially.

Top 5 Reasons to Move to the Cloud

Hybrid or 100% cloud? The choice is yours. With comprehensive security, unmatched scalability, cost certainty, and guaranteed reliability, a cloud-based contact center solution will serve your customers 24/7 without the operational headaches and cost issues of an on-premise solution. Download Enghouse's eBook today and learn the top reasons you should move to the cloud!

Happy CX Day 2021! How to be a Change Agent at Your Organization

Experience Investigators

What Does a Customer Experience Professional Do? Customer experience professionals have many different titles and many different job descriptions. There are CX leaders who focus primarily on customer insights, like Voice of the Customer programs.

How often to send NPS Surveys?

Zonka Feedback

Sending NPS Surveys at an appropriate time draws a positive impact on the quality and quantity of the responses you get

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CX University Founder & CEO to Speak at Corporate Engagements

CX University

PHILADELPHIA, PA – October 5, 2021 – CX University announces the participation of its founder and CEO, Mohamed Latib, PhD, in upcoming corporate speaking engagements with Florida Power and Light (FPL) and Febraban Institute of Education (Federation of Banks in Brazil).

How to Increase Customer LTV by Syncing Loyalty Data Into Your CRM Marketing

Optimove

A Master's Guide to B2B: How Listening to Your Customers Can Grow Your Business

Speaker: Adam Dorfman, Head of Product Growth at Reputation & Michele Bettinazzi, Customer Experience Manager at PeakMade Real Estate

Improved marketing conversion, happy customers, and faster growth - that’s only three things that can be accomplished by just listening to your customers. Customer feedback is an extremely invaluable tool to keeping retention high, attracting new business, and improving the general operations of your business. The question is - how do you capture all this? Join Adam Dorfman, Head of Product Growth at Reputation & Michele Bettinazzi, Customer Experience Manager at PeakMade Real Estate, for this essential discussion on the ins and outs of brokering the optimal customer interaction.

The Five Best Things to Say to an Angry or Upset Customer

Shep Hyken

I was recently interviewed by Mario Martinez on his Modern Selling podcast. He shared a story about how he emailed the CEO of a company, and in an incredibly short amount of time, his phone rang, and you can guess who it was … the CEO. .

The 3 Types of Search Queries: Creating Content That Matches Intent

DemandJump

As experienced web users, we use specific words to get search engines to provide us with the information, websites, or products we want to see; often without thinking twice about the search terms we type. Paid Search Search Marketing Organic Search Content Marketing

How to Map Your Customer’s Vector Path To Determine Whether They’re Heading in a Positive Trajectory

ChurnZero

How to Map Your Customer’s Vector Path To Determine Whether They’re Heading in a Positive Trajectory. 58% of businesses focus their customer experience strategy on increasing value for their customers.

Test Data Management that Delivers Results and Keeps Banks Compliant

Cyara

Testing is essential for the delivery and monitoring of every element of the customer service delivery system. The IVR, a key component of that system, is no exception. Even the most basic customer inputs can lead to problems down the road if there is just one error in the mix.

The Art of Community: Higher Logic & Vanilla Forums Super Forum!

Speaker: Keynote Speaker, Guy Kawasaki, Chief Evangelist, Canva

In its 12th year? Super Forum is the largest and most comprehensive conference for executives, community managers, marketing, membership, and customer success professionals who want to connect, engage, and create better customer and member experiences. And this year, we’re going even bigger as we add Vanilla’s highly regarded Conversations conference into the mix. Register today!