Trending Articles

Alida Summer ‘21 Release Provides Richer Insights to Elevate CX

Alida

Summer is here, and the Alida team has been hard at work to deliver our third quarterly product release of the year—and it’s a big one! Customer Experience

Virtual Journey Mapping Bootcamp: September 2021

Kerry Bodine

Hard-hitting content. Sessions that fit into your workday. Our two-part virtual bootcamp delivers a practical primer on journey mapping that you can immediately put into action for your organization. Part 1: Introduction to Journey Mapping.

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The 23 Keys to Creating Raving Fans Part 1

C3Centricity

This week we have another guest post from Alan Hale of CMG (Consight™ Marketing Group) in Chicago. Exceptionally, I am publishing it as two separate posts because its length and value deserve the detail and effort he has put into it.

3 Ways Employee Disengagement Is Hurting Contact Centers

Jacada

Employee disengagement is rampant in contact centers. Imagine a fire department where two-thirds of the firefighters on duty weren’t ready to respond to a call. How about a restaurant where two-thirds of the wait staff weren’t talking to patrons.

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!

Chatbot vs. Live Chat: Which is Better for your Customer Service?

Comm100

Customer service has long been a slow-moving piece of the broader business landscape, and it’s not hard to see why: business owners are reluctant to experiment with customer service channels they’re unfamiliar with.

More Trending

Customer Experience for Insurance Providers Requires a Human Touch

Alida

Eighty-five percent of insurers are deploying customer experience (CX) initiatives throughout the customer journey, according to an IBM study. Yet, 42% don’t fully trust their insurer. So, why aren’t current CX efforts building trust?

Overcoming the Challenges of Medical Device Support

TechSee

In the medical technology field, manufacturers must provide medical device support for their products across a wide range of settings, including hospitals, urgent care centers, physicians’ offices, nursing homes, mobile units, and even individual homes.

7 Knowledge Management Best Practices That Drive Great Customer Service

Jacada

Why are so many knowledge bases inefficient to use when contact centers invest so much money in them? How can organizations more effectively direct customers to the knowledge they’re looking for?

The Shortest Customer Service Keynote Speech Ever!

Shep Hyken

I’ve written about today’s topic before. The idea I’m about to share is really common sense. Even if you didn’t read my past articles or watch my videos about this, you still know and understand it. Yet, it’s worth bringing up again, as I have a new twist on it.

Plugging Your Community Into the Customer Lifecycle

Speaker: Nichole Devolites, Customer Experience Expert, SecureAuth

Customer experience professionals understand the importance of both creating and maintaining easily available programs that improve CX. Nichole Devolites is joining us for a webinar on July 27th at 12 pm EDT to discuss how CX professionals can integrate and connect their communities with the customer lifecycle. Register today!

What Is Ideation? How Can It Help My Business?

Vanilla Forums

Ideation is defined as the process involved in generating ideas, including gathering information on ideas and collecting thoughts about those ideas. Ideation is used to make improvements to existing products or services, in addition to generating new ideas and concepts for future developments.

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5 Steps to Building a Seamless Customer Experience

Alida

A seamless customer experience gets delivered when you answer the questions your customer is asking. It’s as simple as that. Getting there, however, takes a lot of work. Customer Experience

From the Front Lines: Common Experiences with Recent Load Tests

Cyara

All around the world, Cyara's global Professional Services team has been busy running load tests. And regardless of the customer or the region, some things are common with these tests.

Why Loyalty is More Important Than Acquisition for Retailers in a Post-Covid World

Conversocial

In over a year of constant disruption for retailers and consumers, convenience has emerged as the thing shoppers desire most from their favorite brands.

5 Reasons to Consider Managed Services for Cloud Contact Centers

Learn how cloud-based solutions and a managed services approach can reduce costs. Give your contact center the flexibility and scalability it needs to meet ever-changing demands!

Amazing Business Radio: John Ball

Shep Hyken

The End-to-End Customer Experience. Improving CX through Customer Workflows. Shep Hyken interviews John Ball, the Executive Vice President and General Manager of Customer Workflows at ServiceNow.

How Customer Listening Assessments Create Better CX

Experience Investigators

How Customer Experience Maturity Develops. There is a natural arc to how an organization matures when it comes to customer experience. Let’s look at a common example scenario: First, it starts with an idea: customers are important! We should pay more attention to them.

PCI Pal Announced as a Finalist in the 2021 Cloud Excellence Awards

CSM Magazine

PCI Pal , the global provider of cloud-based secure payment solutions, has been announced as a finalist in the 2021 Computing Cloud Excellence Awards for the ‘Best Cloud Finance Solution’ category.

Why Contact Centers Should Test Bi-Directionally for Voice Quality

Cyara

According to this recent Qualtrics study that examined more than 2,000 consumers, 100 contact center agents, and thousands of customer journeys, it only takes one interaction with a contact center to change how 78% of consumers feel about a company… permanently. That’s it. A single interaction.

The Forrester Wave™: B2B Marketing Data Providers, Q2 2021

In our 24-criterion evaluation of B2B marketing data providers, we identified the 11 most significant vendors — Data Axle, Dun & Bradstreet, Enlyft, Global Database, InsideView, Leadspace, Oracle, SMARTe, Spiceworks Ziff Davis, TechTarget, and ZoomInfo Technologies — and researched, analyzed, and scored them. This report shows how each provider measures up and helps B2B marketing professionals select the right one for their needs.

NobelBiz Releases New E-book On-Premise vs. Cloud Contact Center Solution

NobelBiz

Choosing between on-premise and cloud technologies is a complicated process with numerous variables. And, it is critical to accurately analyze company needs in order to tip the scales toward one solution or another.

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5 Top Customer Service Articles of the Week 7-26-2021

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.

Telemarketing Services in the Philippines versus India – Which is Better

Magellan Solutions

Why are Telemarketing Services in the Philippines and in India considered as the top places to outsource? Contrary to popular belief, telemarketing is still a viable marketing strategy for small to midsize businesses.

Why Customer Loyalty will likely fail when you do these things

Zonka Feedback

Loyal customers are the primary source of attracting more sales into your business. Loyal customers make repurchases with you and also attract other customers into your business through their good word-of-mouth.

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Leadership Panel: Lessons Learnt from a Global Support Community

Speaker: Panel hosted by Adrian Speyer, Head of Community, Vanilla Forums

Are you struggling to support your global community? Or, are you not even sure where you should start. Establishing a global support community comes with many many questions. How do you encourage your customers to help others? What are the key metrics to measure? What are the biggest challenges? Our super panel consists of community leaders from around the world, each of whom, have experienced and overcome the challenges of a global support community. They are ready to share the trials and triumphs, and everything in between, on the road to a successful community.

Retailers Need to Concentrate on Loyalty Over Acquisition to Thrive

Conversocial

In over a year of constant disruption for retailers and consumers, convenience has emerged as the thing shoppers desire most from their favorite brands.

How to Structure Your Customer Success Team

Totango

What makes a sports team successful? Excellent athletes who work together on both offense and defense to win the game. A good pitcher alone won’t win a baseball game.

Amazing Business Radio: John Wass

Shep Hyken

Choose Your Customers. How To Compete with the Digital Giants. Shep Hyken interviews John Wass, CEO of Profit Isle. They discuss how companies can identify and focus on their most profitable customers.

Why you need to map the customer's ecosystem

MyCustomer

Engagement Why you need to map the customer's ecosystem

4 AI Hacks to Make Sales Teams More Efficient

Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data. Read on to learn the four AI hacks sales teams need to improve their performance. Download the eBook today!