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.
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.
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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 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
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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.
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
DECEMBER 2, 2022
CallMiner's VP of Product Innovation, Bruce McMahon, shares highlights from the 2022.12 release in his latest product innovation blog.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Customer Think
NOVEMBER 30, 2022
Source: John Wiley & Sons, Inc. Ann Handley's new book, Everybody Writes: Your New and Improved Go-To Guide to Creating Ridiculously Good Content (John Wiley & Sons, Inc., 2022), was released last month, just in time for as.
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.
Fonolo
NOVEMBER 29, 2022
New call center managers have a lot to wrap their minds around. Coming in fresh to a new company allows you to implement improvements and make real change happen. But with the opportunity to grow comes with, well, growing pains. Overhauling your call center operations can seem outright impossible without a little guidance and know-how. Whether you are that new call center manager or a seasoned pro who wants to pick up some new ideas, we’ve packaged everything you need to know to help you improve
Intercom, Inc.
DECEMBER 1, 2022
At Intercom, we value principles over processes. As we’ve scaled, we’ve distilled and fine-tuned the foundations that shape what we build and how we build it. Principles tell us where we should focus, how we make decisions and move forward as a team, and help us consistently build great products at scale. And that’s exactly why, earlier this year, we started a series dedicated to exploring the reasoning behind each one.
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.
Customer Think
DECEMBER 1, 2022
November 28, 2022. Add to rss feed. These are difficult.
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.
Shep Hyken
NOVEMBER 30, 2022
A restaurant took its most popular item off the menu. It had been on there a long time, and the owner decided it was time to make a change, even though it was his guests’ favorite dish. . A company changed its invoicing terms. It wanted to tighten its terms to get paid sooner, with larger penalties for late payment. . A retail store changed its return policy.
Intercom, Inc.
NOVEMBER 30, 2022
This month, we’ve been working on email, security, and tooltips – and that’s just the beginning. Welcome to the November edition of Built for You. It’s that time of year again! As we approach the holiday season, your support team will no doubt be looking for ways to become more efficient, more effective, and less strapped for time – all while maximizing customer satisfaction. .
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.
Customer Think
DECEMBER 1, 2022
“Your call / email / chat is important to us, but we are experiencing unusual volume at this time.” If you’ve had a reason to reach out to your mortgage company, cell phone provider, or favorite retailer, this might be the response you’ve received. I have spent hours contacting a cell phone provider over a […].
NGDATA
NOVEMBER 30, 2022
A Definition of Customer Churn Simply put, customer churn occurs when customers or subscribers stop doing business with a company or service. Also known as customer attrition, customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers – earning business from new customers means working leads all the way through the sales.
Zendesk
NOVEMBER 29, 2022
Here are the newest integrations from Zendesk to help your team provide top-quality experiences. Kore.ai. Kore.ai (SunCo) is the Gartner Magic Quadrant Leader in conversational AI and brings intelligent Virtual Assistant automation to Zendesk Sunshine Conversations. Assign the intelligent Virtual Assistant to converse with your customers for common and repetitive requests, and free up agents for more critical, high-value requests.
Zonka Feedback
DECEMBER 2, 2022
Formulating marketing and business strategies doesn't need to be a game of chance. Today's technology allows you to make insightful, data-driven decisions that support sustainable growth.
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 Think
DECEMBER 2, 2022
After over a decade of working with Fortune 500 and leading growth companies, we’ve facilitated hundreds of successful customer advisory board (CAB) meetings. Those companies who invest the time, resources and budget to create a successful CAB program and meetings are almost always delighted by the returns they get in engaging their best customers. On […].
Comm100
NOVEMBER 28, 2022
Colleges and universities often find themselves pulled between tradition and innovation. Since the COVID-19 pandemic first forced an experiment in remote learning, student support has also been caught been traditional phone offerings and new digital channels. Now, as we look to the future of customer service in higher education, we see that institutions are expanding on the progress of remote learning tools with new channels for student services.
Zendesk
NOVEMBER 28, 2022
In the 15 years since its founding, Zendesk has been a leader in product innovation and a steadfast champion of putting customers at the center of every business, including our own. Zendesk’s original vision was to create “beautifully simple” software, enabling businesses to have easy interactions and act on customer feedback. Recalling the early days, co-founder Mikkel Svane wrote in his book Startupland : “We called every company that signed up for a new trial and asked how they were doing.
Doing CX Right
NOVEMBER 28, 2022
Is your organization unintentionally creating barriers to inclusivity for those that are differently abled? Learn what you can do to create better experiences from CX Professionals and from a woman who's endured 80+ surgeries. The post Creating Inclusive Experiences for People With Different Abilities appeared first on Doing CX Right.
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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.
Customer Think
DECEMBER 1, 2022
New integrations with Twilio ® MessagingX, Twilio SendGrid ® and Doxee Pvideo ®
Zonka Feedback
NOVEMBER 28, 2022
Customer experience challenges in B2B businesses are roadblocks that hamper businesses from maximizing sales, profits, good customer experience , and ROI. However, there are solutions to tackle such challenges that will eventually improve the user experience of your product, website, or business.
Zendesk
NOVEMBER 28, 2022
It’s the most wonderful time of the year—the holiday season is finally here. After the chaos and uncertainty of the past few years, with supply chain woes, staffing shortages, and inflationary pressures, there is some good news for the retail industry. The National Retail Federation (NRF) predicts that holiday sales will be healthy this year. What’s more, many of those sales will come from ecommerce.
Steven Van Belleghem
NOVEMBER 27, 2022
Positivity with impact. When it’s clouded, people long for a blue sky and a bright sun. That goes for your customers, too. Yes, companies are facing hard times, but it is not up to your customers to care and forgive you for any suboptimal CX experience. To be blunt, it is certainly not their problem that you had to cut costs because your energy bill is 10 times as high as last year’s.
Speaker: Becky Parisotto and John Vurdelja
Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever
Customer Think
DECEMBER 1, 2022
Experts aren’t sure whether 2023 will mark the start of a recession. Some claim that the record-low labor market is too strong for the economy to tank, while others believe that it depends on what the government does over the next few months. Regardless, people everywhere are beginning to react to the ominous clouds of […].
The Customer Service Blog
DECEMBER 2, 2022
Benjamin Franklin (1706 - 1790) was an American writer, scientist, inventor, statesman, diplomat, printer, publisher, and political philosopher. Among the leading intellectuals of his time, Franklin was one of the Founding Fathers of the United States, a drafter and signer of the United States Declaration of Independence, and the first United States Postmaster General.
Comm100
DECEMBER 1, 2022
Investment into higher education customer experience (CX) is growing – and growing rapidly. The question is, are these resources being optimally allocated? For many universities and colleges, the answer is unfortunately no. Although plenty of organizations are seeing a return on their investment and profit from CX, some continue to struggle to bring in the wide range of rewards from this game plan.
Fonolo
DECEMBER 1, 2022
Call center managers know that choosing effective software is key to success. With the right tools on board, your contact center can increase agent happiness and productivity, while hitting your KPIs and running an efficient operation that scales with ease. . But how do you buy the call center software and choose from the countless options in a very competitive marketplace?
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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.
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