Tips & strategies for improving customer experience
Callminer
MARCH 3, 2021
Read this blog to learn how the right tips and strategies can help your organization deliver positive, effective customer experience.
Callminer
MARCH 3, 2021
Read this blog to learn how the right tips and strategies can help your organization deliver positive, effective customer experience.
Intercom, Inc.
MARCH 3, 2021
There are many ingredients involved in successfully building a great product, but fundamentally it all boils down to a series of decisions. And it’s the quality of those decisions – and the speed at which you can make them – that will dictate how fast you can bring value to customers and realize positive impact for your business. That can be said of most businesses, at any scale, but too often the hard job of thinking about how businesses make decisions goes unexamined, never mind improved
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Inside Customer Service
MARCH 4, 2021
Before the pandemic began, I had just started volunteering to do trail maintenance at Mission Trails Regional Park in San Diego. (The pandemic has shut that down for now.) Mission Trails is a large, open-space park with miles of hiking and mountain biking trails. Trail maintenance volunteers clear brush, control erosion, and otherwise make trails safer and more enjoyable to use.
Bill Quiseng
MARCH 1, 2021
“You will be the same person in five years as you are today except for the people you meet and the books you read.” Charlie “Tremendous” Jones. Believing in this mantra for years, as an avid reader of the books by Dr. Joseph Michelli, I have learned so much about delivering the World’s Best Customer Experience through his insight starting with his book, The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
Fonolo
MARCH 4, 2021
Contact center reporting can be stressful for even the most seasoned managers and directors. Even with modern technology, it’s still impossible to predict call volumes and customer demand with full accuracy. But when your team’s performance is being evaluated based on cold hard metrics, it can be downright nerve-wracking to explain the numbers to upper management.
Intercom, Inc.
MARCH 2, 2021
Customers reach out to you when they hit a roadblock in using your product and getting their job done, so it’s essential that you’re able to provide them with the right answer, quickly. But when it comes to customer support, all of your great product knowledge and technical skills will go to waste if you’re answering the wrong question.
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 DiJulius Group
MARCH 3, 2021
5 Quick Tips to Help you Make Price Irrelevant 1) Customer Service Feature Story One thing for sure, when customer service rankings come out, if you want to see where lawyers, doctors, or accountants fall, keep scrolling and scrolling and scrolling. You will find them with the Bureau of Motor Vehicles, internet providers, and airlines. Read Full Article.
Fonolo
MARCH 2, 2021
Tracking is vital to providing a great customer experience and running a call center. But most metrics that contact center managers use to measure agents focus on optimizing them rather than encouraging them. And they usually end up doing neither. Top Contact Center Trends 2021. Your contact center runs on technology , but it’s your agents doing the running.
DMG Consulting
MARCH 2, 2021
Paying Attention to Agent Wellbeing will Improve your Brand. The pandemic has had a dramatic impact on contact centers, most of which has been positive. As can be seen in DMG’s new Report, Contact Centers in a Post-Pandemic World: A Strategic and Tactical Guide to the Future , COVID-19 has accelerated digital transformation by 2 – 6 years. This is driving major upgrades and enhancements in existing operating systems, the expansion of digital channel support, a self-service replacement cycle as w
LitmusWorld
MARCH 5, 2021
21 Must-Read Employee Experience Books in 2021 21 Must-Read Employee Experience Books in 2021 Employee experience is equally important as customer experience! This article covers the 21 Must-Read Employee Experience books by the industry experts Read more… 21 Must-Read EX Books for 2021 appeared on LitmusWorld.
Speaker: Jason Cottrell and Brian Walker
Brands used to look for a commerce platform that could do everything. But over time, one vendor was no longer enough to meet a brand’s needs, so they added, and added, and added— and now it's essential that these vendors work well together. That’s composable, and it’s important to get it right. Customers and your board expect you to be in new channels and to adapt quickly to market change.
Zendesk
MARCH 4, 2021
More conversation about gender equity is always a good thing on International Women’s Day—but what’s the risk of all the ‘noise’ drowning out real action and progress? Unfortunately, every woman will have a story to tell about performative allyship when it comes to gender equality in the workplace. You know, a scenario whereby a business outwardly promotes a culture of inclusion and shouts about how it supports women, only for the real story to be quite different.
Lumoa
MARCH 3, 2021
In this article, you will learn how to calculate survey sample size to ensure statistically significant results. It seems in any given group of friends there are a number of casual experts. Maybe one is really into movies or music. Or, perhaps, there’s a “foodie” in the group. Since we don’t have direct access to lots of experts, those people in our lives tend to be who we consult if we’re curious about that topic.
TeamSupport
MARCH 3, 2021
In Part 1 of this blog series we introduced the new imperative for customer support and customer success—achieving success for your customers… and for your bottom line. The first way to do so is to ensure product adoption and use. The second way is to use B2B customer support tools to proactively strengthen your customer relationships and reduce churn.
Astute
MARCH 2, 2021
Voice of customer helps your business benefit from listening to & engaging with what your customers say about your brand. The post The Essential Voice of Customer Guide appeared first on Astute.
Speaker: David Nisbet, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
Zendesk
MARCH 2, 2021
2020 upended ways of working for companies around the world. Shifts in thinking about goals, processes, and outcomes, given a workforce working largely from home, have forced numerous changes that impact every part of an organization. At Zendesk, one of the areas that required some soul searching was around our social impact programs. In particular, the global health and economic crisis and deep social unrest in the U.S. moved us to rethink our approach to grant-giving; it was clear that support
Hodusoft
MARCH 1, 2021
Over a period of time, contact centers have evolved drastically. Customer satisfaction has become a key priority for businesses. They are making all the possible efforts to augment the customer experience so that they can build a loyal customer base and enhance their business growth. Contact centers play an important role in defining the kind of service experience that a business provides to its customers.
Kate Nasser
FEBRUARY 28, 2021
To deliver the best customer experience be plentiful & ready in these specific ways. Insights from Kate Nasser, The People Skills Coach™. The post Best Customer Experience: Be Plentiful & Ready | #CX #CustServ appeared first on KateNasser.com.
Zonka Feedback
MARCH 2, 2021
The other day, my grandfather, who was in business in his times, was sharing with me about how they measured customer feedback and happiness. It was through gestures and conversations. He said, a smile after purchase, or a revisit was an indicator of customer satisfaction.
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Zendesk
MARCH 1, 2021
A contentious election, protests, and the storming of the U.S. Capitol captured the world’s attention in 2020 and 2021. These events have led organizations to gauge their effectiveness in creating safe, welcoming spaces for their employees and customers. As a result, more companies are looking for ways to strengthen their DE&I with inclusive language.
DMG Consulting
MARCH 2, 2021
Question: Can gamification be used for work-at-home (WAH) agents? Answer: The forced migration of on-site contact center employees to work-at-home agents has renewed interest in employee empowerment tools. Gamification solutions are designed to improve “connectedness” for agents working at home, and to enhance engagement for employees performing their job in a physical contact center setting.
Totango
MARCH 5, 2021
Customer retention is the lifeblood of any savvy enterprise. It’s the only way to be successful in this customer-centered economy and ensure scalable long-term revenue. To retain customers, companies must make the customer experience better and ensure customers never stop seeing value from their product or service. As such, you will need to keep a close eye on your customers as they progress along the customer journey to avoid churn and gather the data needed to calculate your retention rate.
The DiJulius Group
MARCH 3, 2021
The DiJulius Group’s Chief Revolution Officer John DiJulius interviews Stan Slap, renowned thought leader in company culture. Stan’s books on business culture have landed on the bestseller list of The New York Times, The Wall Street Journal, and USA Today. He is the CEO of the international consulting company called, by a remarkable coincidence, SLAP.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
Zendesk
MARCH 3, 2021
After what felt like an eternity, we finally had the science – safe, effective vaccines – but the initial rollout of Pfizer and Moderna’s miracle jabs left a whole lot to be desired. As the current administration plays catchup, the stakes have gotten higher than ever. Experts like Ashish Jha, dean of the School of Public Health at Brown, warn that the so-called UK variant, B.1.1.7, will be dominant by the end of March.
Beyond Philosophy
FEBRUARY 27, 2021
We often hear requests for the best practices in Customer Experience. We understand why, too. Who wants to endure trial and error if there is a tried and true idea guaranteed to get results? However, no tried and true idea always gets results. Instead, there are only expert opinions served as advice about what has worked in the past. These are often the “best practices.” We argue that best practices, no matter how solid a suggestion they are, could use a bit of challenge and a dose o
Myra Golden Media
MARCH 3, 2021
Chat support is not supposed to be rote like an ATM transaction. The idea is to insert a personal tone so you can build rapport and even delight customers. You can do four things in chat interactions, starting today, to make them more human. One. Use “I,” We,” “You,” “Your” personal pronouns because they instantly make the tone unique.
Kate Nasser
FEBRUARY 28, 2021
To deliver the best customer experience be plentiful & ready in these specific ways. Insights from Kate Nasser, The People Skills Coach™. The post Best Customer Experience: Be Plentiful & Ready | #CX #CustServ appeared first on KateNasser.com.
Speaker: Blackberry, OSS Consultants, & Revenera
Software is complex, which makes threats to the software supply chain more real every day. 64% of organizations have been impacted by a software supply chain attack and 60% of data breaches are due to unpatched software vulnerabilities. In the U.S. alone, cyber losses totaled $10.3 billion in 2022. All of these stats beg the question, “Do you know what’s in your software?
Zendesk
FEBRUARY 27, 2021
Here are the newest integrations from Zendesk to help your agents provide great customer experiences. eZSign DocuSign. eZSign DocuSign for Support and Sell directly integrates your DocuSign account into Zendesk Support or Sell environments to create and view documents without leaving the platform. Send envelopes directly and collect electronic signatures in a few minutes with this integration.
LitmusWorld
FEBRUARY 27, 2021
Driving Your Customer Experience for Superior Brand Growth (White Paper) Are you aspiring to create an amazing customer experience journey for your business? Check out this white paper to understand how to design a customer Read more… Driving Your Customer Experience for Superior Brand Growth (White Paper) appeared on LitmusWorld.
ClientSuccess
MARCH 2, 2021
For all of us working in the SaaS space, the constant barrage of new acronyms has become somewhat of a joke over the years. With so many letters used to describe simple job titles, it’s not uncommon for the base meanings of these roles to get lost in translation. This is especially true for Account Executives and Customer Success Managers – two roles that work extremely close with customers (and each other) and tend to be rolled into one when thinking about customer account management .
Comm100
MARCH 4, 2021
Almost every industry has been impacted by the pandemic in 2020, but nowhere has this been more noticeable than in customer service teams. From customer panic to remote working relocation, 2020 shook up live chat teams across the world. But the question is – how did this really affect live chat operations? How did agent and customer experience change, and what does this mean for 2021?
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.
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