Trending Articles

What’s Everyone Talking About in Customer Experience Today?

BlueOcean

Customer experience is pretty much the hottest topic in the contact center and customer care space these days.

2021 156

24 7 Answering Services Myths You Need to Stop Believing

Magellan Solutions

Don’t be fooled, these 24 7 Answering Services myths are far from the truth. Business success tales, especially long-term success stories, are uncommon in the absence of strong outsourced customer service. .

2021 82
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How to avoid the customer experience gap

Sean McCarthy

Are your customers actually happy? Do your products or services match what they were expecting when they purchased or signed up? It’s very possible you’re engaging in a customer feedback loop of NP

2021 130

Outsource Telesales Reemergence Amidst Online Digital Marketing Noise

Magellan Solutions

Leverage outsource telesales to improve your online digital marketing efforts. To go digital has become the mantra of most businesses. Thus they amp up their marketing and sales efforts online, which is the practice of online digital marketing.

2021 81

AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!

Digital Transformation in Customer Service – The Building Blocks for Successful Digital Transition (Part 2 of 4)

Comm100

As COVID-19 pushed companies and their customers online, digital transformation has taken over the customer service space like never before. In the first part of our series on Digital Transformation in Customer Service , we looked at why businesses can’t afford to ignore digital transformation.

2021 75

More Trending

Call Volume Forecasting: Predicting the Future from an Unusual Past

BlueOcean

Call volume forecasts are inarguably an essential tool in the successful delivery of customer care excellence. Your program’s forecast is the map that tells you where to go based on where you’ve been. Without it, you’re lost at sea.

2021 156

Phone? Web? Email? Text? What’s the best way to get feedback?

Daniel Group

Welcome to Success Strategies. What’s the best way to get feedback? Is it phone, web, email, or text? Well, unfortunately, there is no one correct answer. It depends on multiple factors, from the complexity of the transaction to your customers’ preferences.

2021 78

Five Overlooked Moments that may be Wrecking Your Customer Journey

Experience Investigators

This article is sponsored by PayPal. ne·glect /n???lekt/. lekt/. verb: fail to care for properly. noun: the state or fact of being uncared for. from Oxford Languages. Neglect can feel like a harsh word.

2021 70

The Culture Challenge

Shep Hyken

Culture is one of the most important parts of customer service and customer experience. I’ve written numerous articles about this and have included a chapter on this topic in my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , which by the way, is finally out.

The Art of Community: Higher Logic & Vanilla Forums Super Forum!

Speaker: Keynote Speaker, Guy Kawasaki, Chief Evangelist, Canva

In its 12th year? Super Forum is the largest and most comprehensive conference for executives, community managers, marketing, membership, and customer success professionals who want to connect, engage, and create better customer and member experiences. And this year, we’re going even bigger as we add Vanilla’s highly regarded Conversations conference into the mix. Register today!

2021 trends report: Amplifying the voice of the customer

Keatext

The post 2021 trends report: Amplifying the voice of the customer appeared first on Keatext. Customer Experience

2021 77

CX Success Stories – HOLT CAT

Daniel Group

CX Success Stories – HOLT CAT. Edward Craner, SVP of Strategy and Marketing, HOLT CAT , shares how they have transformed their company with feedback over the past 13 years.

2021 70

6 Ways Lead Generation Services Helps You Get a Better Return on Investment

Magellan Solutions

Wondering how Lead Generation Services can help your company’s bottomline? We got some answers! Do you find it difficult to meet your development targets? Have you fallen into the referral trap, where the majority of your development is based on referrals? .

What Is CSAT and How Can It Help You Improve Satisfaction?

Totango

What is CSAT , what is it good for and how do you track it and use it? In this post, we’ll focus on this important customer satisfaction metric. We’ll define what it is and how it contrasts with another popular key performance indicator, NPS.

2021 62

Reaching Unreachable Candidates

Speaker: Patrick Dempsey and Andrew Erpelding of ZoomInfo

What is ZoomInfo for Recruiters? Find and connect with the right talent to fill roles fast with more data, basic search, advanced search, candidate and company profiles, and export results. Watch this On-Demand Webinar today to see how ZoomInfo for Recruiters can work to get your talented candidates results.

Businesses Must Manage Customers’ Expectations by Being Totally Transparent

The DiJulius Group

Today businesses are operating with a set of unconventional circumstances. There are a few obstacles nearly every business in all industries has in common: staff shortages and supply chain issues.

2021 84

Top 18 text message marketing examples you can start using today!

BirdEye

The average American checks their phones over 60 times daily? If you’re not using text to reach your customers, that’s over 60 missed opportunities! Texting is convenient and that’s what busy consumers expect these days. Research indicates 85% of customers prefer to text a business.

2021 66

9 Common Difficult Customer Conversation Mistakes & How to Avoid Them

ChurnZero

This is a guest blog post by Anita Toth, Chief Churn Crusher. 9 Common Difficult Customer Conversations Mistakes & How to Avoid Them. Let’s face it. Difficult customer conversations are hard.

2021 79

I’ll Be Back! The Phrase We All Want Our Customers To Say

Beyond Philosophy

We all want customers that return and buy more for us. Returning customers often buy more than new customers and require fewer resources to attract. So, how do you get customers to come back? . I went outside my own resources to get you an answer to that question.

2021 85

Negative Reviews & Online Feedback Happens - But Where Do You Go From Here?

Speaker: Adam Dorfman, Head of Product Growth at Reputation and Jeremy Shubitz, Director of Marketing at Bosley

Responding to online negative feedback can be challenging. What should you say? What should you not say? Should you even respond? In today's, your customers will be not only your biggest advocates but also your biggest critics. However, negative feedback can offer actionable insights to build a stronger product and customer experience.

Customer Success Data & Analytics: Lessons Learned from Tennis

Education Services Group

In between sets of a professional singles tennis match, a court maintenance crew comes out to tend to the needs of the court. Among the checklist of validations performed is measuring the height of the net in select and vulnerable locations.

2021 82

Evolving Customer Service: Easy Steps to Help Your Customers Through Digital Transformation

Comm100

Technology continues to evolve across all business sectors. Artificial intelligence, machine learning, IoT, and analytics are part of the technology stack that every company has actively started using to enhance productivity and efficiency.

2021 52

This Week: Messenger and WhatsApp Open Up for Easier Customer Engagement

Conversocial

Hello and welcome to The Conversation Round-Up where I sift through the latest news and trends in messaging, automation and customer experience to bring you the stories that matter. Customer Service Messaging Channels Bots and Automation Best Practices Company News

2021 56

6 Steps to Rock Your Customer Success Software Implementation

ChurnZero

6 Steps to Rock Your Customer Success Software Implementation. At some point or another, we’ve all learned the hard lesson that rework is costly – whether it’s at the expense of your time, money, or sanity.

2021 72

How Product Teams Can Leverage Community

Speaker: Scott Baldwin of ProductBoard

Product Leaders, sign up if want to learn how to: - What is product excellence? - How community led and product-led growth can act as success multipliers - How to create a tight and ongoing feedback loop - How to leverage your community members to drive adoption. When: September 21st at 12pm EDT. Register today!

Guest Post: How SaaS Companies Can Use Customer Experience to Drive Sales

Shep Hyken

This week we feature an article by Noa Danon, co-founder and CEO of EverAfter, a company that helps build lasting relationships with customers and partners using data and content. She writes about how companies can keep their customers happy while looking for opportunities to sell more.

2021 69

How to Show Yourself Better in a Job Interview

CSM Magazine

On every job interview, interviewers often speak to many applicants before narrowing their selection to the most desirable candidate. According to research by SHRM , companies take up to 42 days to fill a vacant position on average, and some companies still take a bit longer.

2021 52

5 Reasons Why You Should White Label Live Chat

Comm100

Live chat is helping companies in the customer engagement field improve their customer service, but what about white labeling it? Statistics show that approximately 75% of people prefer live chat to other communication channels –making it one of the best communication platforms available.

2021 52

27 KPIs to measure chatbot effectiveness

SurveySparrow

If you’ve noticed that chatbots are becoming common and popular, it’s not just you. The chatbot industry is booming. Not only are fewer customer service interactions handled by humans, experts predict that the chatbot market will grow to be worth more than $1.3 billion by 2024.

2021 56

Remote Agents and Digital Transformation

Remote agents are the new reality. Happier agents mean a better customer experience and improved CSAT/NPS scores. This new normal brings new challenges for contact centers. Find out what you need to do for your organization to excel. This eBook includes checklists for developing agent empathy and business continuity plans.