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Elevating Customer Service with Contact Center Solutions

InMoment XI

In a world where customer service and support are crucial to business success, the importance of an efficient and effective contact center cannot be overstated. Contact centers are the beating heart of customer service operations, and is often considered as part of customer services best practices.

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The Ultimate Blueprint for Mastering Customer Service Metrics

InMoment XI

In today’s competitive business landscape, understanding customer service metrics is paramount. These metrics not only gauge the effectiveness of your customer service initiatives but also shape your overall business strategy and customer experience. What Exactly Are Customer Service Metrics?

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Customer service is a performance art. Are you Oscar-worthy?

Bill Quiseng

QUI QUESTION: Customer service is a performance art. We, as customer service professionals, act to be happy to serve our customers so much so that they believe we are genuinely happy to serve. What matters is if our customers believe we are genuine. Are you Oscar-worthy? It is never about the actors.

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The ultimate guide to customer service

GetFeedback

The top three 2022 priorities for Customer Service teams to thrive in this new era of customer experience.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas

Don't miss this exclusive event! Register today and receive FREE GIFTS from Steve after the webinar! 🗓 Thursday, January 11th, 2024 at 9:30am PST, 12:30pm EST, 5:30pm GMT

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Playing to Win in Customer Service

ShepHyken

So, what does this have to do with business, specifically customer service and CX? In the customer service world, we should create a “game plan” to deliver an experience that is perfect, never requiring a customer to reach out to us because of problems. Plenty! In any team sport, the goal is to win.

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[Experience Action Podcast] Customer Service vs Customer Experience

Experience Investigators by 360Connext

”I love how you discuss the difference between customer service and customer experience. I work with people who really believe they understand customer service so there’s nothing to worry about. How do I get them to see that we should focus on customer experience, not just customer service?”

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7th Annual CX Report by The Northridge Group Uncovers Priority Training Focus

New research reveals 92% of business leaders would like to provide additional training to their customer service representatives. JUST RELEASED! Soft skills training stands out as a priority area of investment and/or improvement.

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New 2023 State of CX Survey Uncovers Work From Home Misalignment

The Northridge Group’s State of CX 2023 Part II research report reveals that nearly 50% of consumers surveyed had knowingly spoken to a customer service associate working from home—and almost 75% of those respondents felt the associate's location did not impact the service or experience. JUST RELEASED!

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Customer Engagement 2021: Why the Digital Journey Changes Everything & How to Keep Up

Digital omnichannel customer service. This guide will answer all your digital omnichannel questions and help you to structure your digital customer journey around the needs and preferences of today’s consumers. Haven’t heard of it yet? Your competitors probably have.

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Customer Experience Management: A 3-Legged Stool

In today's business world we know that customer experience management has a huge impact on satisfaction levels, customer loyalty, and even profit. But there's more to it than just customer service - learn more about the 3 legs of CEM.

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Mastering Omnichannel CX: A Success Guide

Companies with strong omnichannel strategies retain 56% more customers than those without them. Read this guide to learn what omnichannel customer service is, if it’s right for your organization, and how to make it successful so you can get a (very large) step ahead of your competitors.

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NEW! 2023 State of CX Research Report Just Released!

Check out The Northridge Group’s latest CX research report—the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall experience!

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How to Improve Customer Satisfaction With an Intelligent Virtual Assistant

Speaker: Aarde Cosseboom, Contact Center & Customer Experience Advisor and Co-Host of the Another Cloud Podcast

Join Aarde Cosseboom, Contact Center & Customer Experience Advisor and Co-Host of the Another Cloud Podcast, for this enlightening discussion which will include: What are the benefits of an IVA to a customer service team? How IVAs play into customer satisfaction. Best practices to successfully roll out a new IVA.

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The State of Customer Experience 2023 Research Report

The Northridge Group’s 7th annual State of Customer Experience 2023 report resulted from surveys of 1000 customers and 250 business leaders and features insights that businesses across all industries can use to benchmark their Customer Service and improve the Customer Experience.