Trending Articles

Taking Field Service Management to the next level with AR

TechSee

Now more than ever, many businesses are searching for effective ways to improve field service. Augmented reality (AR) has many applications in field service management; below we present four practical applications that align with the four main operating models outlined by Gartner.

2020 109

Thanksgiving Week Special: A Recipe for Amazing Customer Service

ShepHyken

As we approach Thanksgiving, I can’t stop thinking about turkey and stuffing—and all the different ways to prepare them. Always thinking about how everything in life ties to customer service, I wondered, “What is a good recipe for customer service?” So, I’ve listed some of the essential ingredients.

2020 103

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Trending Sources

Kudos to You — and to the People We Depend on Everyday

BlueOcean

As we find ourselves entering the strangest holiday season we’ve ever experienced, we want to be sure that while we can’t celebrate together this year, that we still give thanks to our exceptional people and clients.

2020 156

Don’t Talk about Great CX Culture if You Don’t Know MED

eglobalis

Don’t Talk about Great Customer Experience if You Don’t Know MED , customer experience , employee experience loyalty , human experience. The post Don’t Talk about Great CX Culture if You Don’t Know MED appeared first on Eglobalis.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

Create memories that tell your brand story

CX University

Customer Experience has been a buzz word amongst C-Level executives for some time now and for good reason too. In fact, the term has extended its reach beyond the boardroom and is used just as frequently by tactical and operational teams alike, but what does it mean?

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What is Customer 360 and How Does it Affect Customer Success?

Totango

Today’s consumers have higher expectations for the companies they work with than ever before. The digital business landscape has made it so competitors can easily reach out to prospective customers with offers of enticing deals and promises of attentive service.

2020 68

Why Academic Writing Skills Are Useful for Managers

CSM Magazine

Writing is seen as such a Herculean task that it is often outsourced and that can be a great idea. If you look at the writing involved in a task and you realise that it is something that you cannot handle, it’s easy to get an essay writing service to deal with it for you.

2020 99

5 Top Customer Service Articles For the Week of November 23, 2020

ShepHyken

Each week I read a number of 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.

2020 74

Guest Blog: Contact Center Talent in These Changing Times, Part 1 – Setting the Stage

Calabrio

This guest post is authored by Steven Kaish , SVP, Product Marketing & Technical Partners at Glia. The legendary Bob Dylan released his classic hit The Times They Are A-Changin’ back in 1964. More than half a century later, his lyrics couldn’t be more relevant.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Creating A Customer-Centric Strategy

Integrity Solutions

A customer-centric strategy is about more than just a values statement or a directive to the team. Are your customers truly at the center of your business universe? A customer-centric culture is one that is relentlessly focused on putting what’s best for the customer at the core of everything you do.

3 tips on how to scale your contact center for the seasonal rush

Talkdesk

This holiday season is expected to set records for ecommerce shopping. There will be a rise in customer interactions throughout the entire buyer’s cycle. To meet the demand, businesses will need to scale their technology and their people. But how can they do it?

Crisis Averted: Our Favorite Retail Catastrophes that Never Happened

Cyara

Many of the things we used to consider reassuringly normal around the holidays have been upended by the events of 2020.

Give Them the Tools to Do the Job

CSM Magazine

Give employees the tools to do the Job – a nd reap the rewards because motivation makes businesses successful. It’s long been acknowledged that motivated and engaged employees are the key to business success.

2020 56

Customer Communities Elevate the Customer Experience

Speaker: Rachel Happe

An online community is an increasingly vital part of many leading companies’ support strategies. Creating a branded place where your customers can ask and answer questions, interact with each other, and search for the information they need is a great way to decrease the burden on your staff and allow them to focus on the customers that really need their help. Join us at 9:00 am EST on Nov 18th for this talk by Rachel Happe, founder of industry-leading strategists, The Community Roundtable. You will learn the effectiveness of the community in empowering your customers and generating value for your business.

An Open Letter to My Friends in IT

Heart of the Customer

Dear IT colleagues, This is our time to shine. As the world changes rapidly, your company is looking to you to deliver the digital transformations necessary to support a new reality for your customers. Those digital adoption goals set for 2025? They’ve been moved up to 2021. With urgency.

2025 82

6 Ways To Get Customer Success More Clout (and a Seat at the Table) – Part 1

ChurnZero

Why is your Customer Success team underfunded, marginalized, and overlooked?

2020 56

It’s more than customer appreciation

Talkdesk

Three years ago, I had planned a vacation with my entire family, our first-ever trip to Europe. It was a different time, I know. As a Delta frequent flyer, I’ve flown over 2 million miles. I’m a proud medallion member. The morning of the trip, I got the call that our flight was canceled.

2020 78

WATCH NOW: What Are the Best Voice of the Customer (VoC) Alerts? How Do You Use Them? | PeopleMetrics LIVE!

PeopleMetrics

What Are the Best Voice of the Customer (VoC) Alerts? How Do You Use Them? What role do real-time alerts play in a Voice of Customer (VoC) program? What are the best types of alerts? How do you use them? In this edition of PeopleMetrics LIVE! ,

2020 62

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

Localz Close £2M Funding Round to Support Business Post-COVID

CSM Magazine

Localz , leading experts in digital customer engagement, location, and communications technology announced today the closing of a £2 million venture round of funding led by London-based investment manager Triple Point.

2004 52

Secrets to Optimizing the Customer Experience with Christine Deehring

Kustomer

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Christine Deehring from Bump Boxes to explore the secrets to optimizing customer experience.

2020 52

Advantages Of Adding Chatbot For Website

SurveySparrow

When you’re trying to run a business successfully, you have to automate your work process to increase profits. In the business world, your customers always want fast responses to their queries. They want to interact with your brand without filling a long-form.

2020 52

Improving the patient experience: How to offer more consumer-centric care

Talkdesk

The patient experience is undergoing a profound change. Healthcare consumers today have new and more demanding expectations, forged by Amazon and Uber-like experiences where digital comes first.

Need to More Effectively Manage Your Call Center?

TASKE shares how you can rewind your real-time dashboard and watch agent and time activities in the past. Download the infographic here!

Testing in Production. Safely

Cyara

There is nothing as scary as testing against a production system. The number of possible “what if” scenarios include everything from system crashes and software failures, to faulty reporting and annoyed agents.

2020 73

Top Leading and Lagging Metrics to Track to Improve Customer Satisfaction (CSAT)

NICE inContact

Customer loyalty and retention are at the top of the list when it comes to contact center goals. But driving loyalty and retention takes more than just measuring the customer satisfaction score (CSAT) or the net promotor score (NPS) and calling it a day.

Rainbow Shops’ Adoption of Kustomer CRM Platform Just Weeks Before Peak Holiday Shopping Delivers Seamless, Efficient Customer Experience

Kustomer

Kustomer Quickly Helps Rainbow Shops Reduce Abandon Rate by 60%, Improve Agent Satisfaction And Deliver A Modern Customer Experience.

What do you do when you can’t give the customer what they want?

Myra Golden

I created a worksheet to help you practice the Feel, Felt, Found Method so you can apply it in your specific situations. Grab the worksheet here. I was working with a client that sells food products. A frequent question they get from customers is, “What ingredients are in this yogurt?”

2020 65

B2B Pocket Playbook: End-to-End Guide to Sales Enablement

Sales enablement is the strategic process of providing sales teams with the content, guidance, and mentorship needed to engage targeted buyers. It’s all about equipping sales professionals with the tools they need to put their best-selling foot forward. And if sales teams want to continuously sell better -- and faster -- their sales enablement process must have a game-winning strategy. It's time for you to start selling smarter - and hitting your sales number - with the best B2B database in the market. Get started today.