Shep Hyken
NOVEMBER 2, 2022
An important goal of a good customer experience is to make the customer feel special. That special feeling can come in many different forms. I was reading an article about customer retention, and it prompted me to start a list of ways to make customers feel special, want to come back, and even want to share their experience with friends, family, and colleagues.
Shaun Belding
NOVEMBER 29, 2022
There has been a lot of research over the years on the things that make customers cranky. There is some surprising science to preventing customer conflict. Shaun Belding | www.beldingtraining.com. Shaun Belding: Author, Entrepreneur, Speaker - Keynote speaker and customer service blog.
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Callminer
NOVEMBER 22, 2022
Building customer loyalty is one of the most valuable things a business can do to ensure long-term success, but where do you start? This blog offers 30 tips for building customer loyalty.
CX Accelerator
NOVEMBER 11, 2022
Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary. Those who succeed in the profession do so because they possess a number of different skills or are part of a team comprised specialists in each skill.
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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
Adrian Swinscoe
NOVEMBER 26, 2022
The UK recently introduced some new legislation that has implications for customer service. Specifically, an amendment was included in the new Police, Crime, Sentencing and Courts […]. The post If more is not done to protect agents, customer service standards will fall first appeared on Adrian Swinscoe.
Intercom, Inc.
NOVEMBER 9, 2022
Few books have chronicled how innovation takes place – and how market leaders fail to seize it – as well as Clayton Christensen ’s seminal book The Innovator’s Dilemma. First published in 1997, the bestseller has influenced several generations of entrepreneurs, startup founders, and tech enthusiasts. It’s kind of a modern-day cautionary tale. As companies become more established, they naturally start allocating their resources based on the needs of their most profitable customers, on building re
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
The Belding Group
NOVEMBER 15, 2022
Too often we expect our teams to grow and flourish, but we don’t provide them with the conditions they need to succeed – things such as good working conditions, adequate training or a meaningful support system. Shaun Belding | www.shaunbelding.com.
Callminer
NOVEMBER 28, 2022
Call center metrics, including call tracking metrics, can make improving operations at your contact center much easier to manage. Read this blog for the top metrics to consider and measure.
Fonolo
NOVEMBER 8, 2022
High call volumes are three words that can strike fear into the heart of any call center professional. Without the right preparation, even the most established operations can find themselves struggling with call demand, and trying to stay afloat when faced with an onslaught of customer queries. The occasional call spike is hardly cause for concern — however, if your call center agents are struggling to manage daily volumes , you risk a lot more than a few abandoned calls.
Adrian Swinscoe
NOVEMBER 18, 2022
Whenever we face a problem, why is it that we invariably jump into fix or solution mode? Why don’t we spend more time understanding the problem? […]. The post The Problem Pause first appeared on Adrian Swinscoe.
Speaker: Benjamin Woll, Tiffany Spizzo, and Jaime Santos Alcón
Enterprise commerce is at an inflection point. Rigid, monolithic platforms slow brands down, but a full replatforming is disruptive and costly. Modular architecture offers a flexible, scalable alternative - allowing enterprise brands to modernize without ripping and replacing their entire stack. Learn how a composable approach helps modernize commerce stacks while maintaining control over critical systems.
Intercom, Inc.
NOVEMBER 30, 2022
At this year’s Web Summit conference in Lisbon, I gave a talk on how businesses should think about weathering these tough economic conditions, and indeed how they can actually find growth during them. You can check out the slides here, or read on for an illustrated transcript of my talk. Hi, I’m Des from Intercom. I hope you enjoy Web Summit and when it’s over I hope you return to offices, bedrooms or boardrooms with some good takeaways, new contacts, and also a little bit refreshed and re
Inside Customer Service
NOVEMBER 17, 2022
Accountability is difficult. Some managers want to avoid a confrontation. Others struggle with timing in a fast-paced environment. For a few managers, accountability discussions feel like the first step towards inevitably losing an employee. Have you tried replacing someone right now? It's hard. A LinkedIn post asked managers to share what they find most difficult about holding customer service employees accountable.
The Belding Group
NOVEMBER 30, 2022
The ability to break through the talking and actually get things done is the hallmark of all highly successful people. Shaun Belding | www.shaunbelding.com.
Callminer
NOVEMBER 6, 2022
Frank Sherlock, CallMiner's VP of International, will be at Credit Connect’s Technology Think Tank on Nov. 17, 2022 for a session on how economic change has impacted customer engagement.
Speaker: Carolyn Clark and Miriam Connaughton
Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.
Shaun Belding
NOVEMBER 15, 2022
It gives your customers greater confidence with the second person, and to establish that their needs are not just important to you, but to everybody in the organization. Here's an example of how it might work in a telephone conversation where you are connecting a customer to somebody in a different department: Shaun Belding | www.beldingtraining.com.
Adrian Swinscoe
NOVEMBER 9, 2022
Many publicly listed technology stocks have been having a torrid time of late as investors move away from lofty visions and future promises of growth to […]. The post Is the contact centre going to be the next big tech frontier? first appeared on Adrian Swinscoe.
Fonolo
NOVEMBER 22, 2022
Whether you’re diving into a new industry or looking to brush up on your skills, training courses can benefit professionals at any stage of their career. This is especially true for contact center and customer service professionals – after all, customer behavior is constantly shifting, and it’s critical for businesses to meet their expectations. Fortunately, e-learning has made call center management courses more accessible than ever.
Customer Think
NOVEMBER 22, 2022
Marketing a business online can take many different forms, use various types of media and focus on a range of digital platforms and networks. But irrespective of where your main focus lies in the online marketing landscape, creating great written content will be a significant part of that mix. However, producing popular, informative, engaging content […].
Speaker: Michael Veatch, Senior Director, Implementations & Ella Aguirre, Director of Solution Consulting
Embedding payments can be a transformative step for software companies looking to enhance their platform capabilities, boost customer satisfaction, and drive long-term growth. However, the success of payments hinges on a single thing: implementation. Drawing on real-world insights and experiences, payments implementation experts Michael Veatch and Ella Aguirre will explore actionable strategies that can lead to a transparent, friction-free launch and mitigate potential challenges like technical
Customer Service Life
NOVEMBER 10, 2022
Image by www_slon_pics from Pixabay. This article was originally published on CustomerThink and is being reposted with permission from the editor. A customer contacts us with an apparent product issue. With a bit of digging, we discover a larger bug or problem that may need to be addressed by engineering. Before reporting to engineering we get a sense of how many customers are impacted by the issue.
Callminer
NOVEMBER 15, 2022
CallMiner's VP of Product Management, Bruce McMahon, talks about highlights from his LISTEN 2022 keynote, including recent innovations and future investments.
The Belding Group
NOVEMBER 30, 2022
One of the reasons that this experiment works so quickly and the results are so dramatic is that good listeners are in incredibly short supply. The reality is that most people prefer talking - and most of us aren’t nearly as good at listening as we think we are. Shaun Belding | www.shaunbelding.com.
Adrian Swinscoe
NOVEMBER 29, 2022
Today’s interview is with Katie Christian who is the Head of Customer Success at Calendly one of the fastest-growing product-led growth companies. Katie joins me today […]. The post Time, customer experience and driving retention and growth – Interview with Katie Christian of Calendly first appeared on Adrian Swinscoe.
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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
Shaun Belding
NOVEMBER 20, 2022
The one place you absolutely don't want to be is in the bottom position of customer experience. Anecdotally, we've all heard people share stories of "the place I will never go back to." There is nothing worse than having the reputation of ABYC (Anyone But Your Company) in a customer's mind. Shaun Belding | www.beldingtraining.com. Shaun Belding: Author, Entrepreneur, Speaker - Keynote speaker and customer service blog.
Customer Think
NOVEMBER 22, 2022
In B2C environments, CRM solutions are essential to maintaining client relationships over time. Managing online retail customers is crucial for any eCommerce platform to run smoothly. Standard CRM systems in eCommerce allow you to register, track, and utilize data about customer interactions. Business owners use CRM systems to assess the big picture of their customers’ […].
Fonolo
NOVEMBER 3, 2022
Whatever the size of your contact center, there will likely come a time when you notice your numbers slipping and employees losing steam while their productivity fizzles. In a world still managing pandemic burnout and fears around health and safety, it’s easy for processes to become disjointed and for management to stop pushing for growth. Sounds like a good time to shake things up!
Callminer
NOVEMBER 2, 2022
As artificial intelligence becomes more advanced and accessible, it is essential to employ both human service and automation in the contact center. Read on for steps to balance your CX approach.
Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali
As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.
The Belding Group
NOVEMBER 30, 2022
If you're like most people, though, even though you know how important the skill of listening is, you've probably never taken the time to actively improve that skill. Shaun Belding | www.shaunbelding.com.
Adrian Swinscoe
NOVEMBER 21, 2022
Today’s interview is with Josh Feast, the CEO and Co-Founder of Cogito, who provide real-time AI coaching & guidance for contact centers. Josh joins me five […]. The post Five years on and real time guidance is now becoming a must have for a modern CX organization – Interview with Josh Feast of Cogito first appeared on Adrian Swinscoe.
Shaun Belding
NOVEMBER 15, 2022
Imagination and Connection go Hand-in-Hand The recipe for building relationships has probably never been stated more succinctly or elegantly than by Dale Carnegie. One of his most famous quotes from “How to Win Friends & Influence People” is: “You can make more friends in two months by becoming interested in other people than you […].
Customer Think
NOVEMBER 24, 2022
So, you’ve tried to find the best email marketing software for your business, maybe you have an email list with potential customers eager to learn about your brand. You might have even sent a few emails to these recipients, but quick question – what happens now? Answer: you take your campaign to the next level […].
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Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
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