Wed.Sep 22, 2021

4 IVR Testing Strategies to Differentiate Your Customer Experience


Everyone loves a good IVR. Customers can save time by self-serving, companies can route the right calls to the right extension while minimizing call volume, and even getting honest service feedback is easier when it’s all automated. customer experience IVR testing IVR customer success

2021 67

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


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 77

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

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.

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? .

2021 CX Trends Report

In this e-book, you’ll discover the origins of CX, the evolution into an actionable tool for customer feedback, and where the future of CX is moving towards.

How to Avoid the Customer Experience Gap

Sean McCarthy

2021 130

More Trending

The Supportive: A Series for Service Professionals

Help Scout

This post is part of The Supportive , Mathew Patterson’s column for customer service professionals. Your work matters. You matter. Delivering high-quality online customer service day after day is skilled, challenging work.

2021 90

Omnichannel eCommerce for SMBs: How to Do It Right

CSM Magazine

With the advent of online shopping, customers can now buy anything they want from anywhere at any time. As a result, brands and retailers have to be increasingly aware of reaching consumers through different channels.

27 KPIs to measure chatbot effectiveness


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

9 Common Difficult Customer Conversation Mistakes & How to Avoid Them


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 69

Optimizing Your Customer Journey In 2021

You know it’s important to optimize your customer journey, but you’re not sure which part of that journey to focus on. Customer interactions across multiple touchpoints mean it can be tricky to isolate a specific part that’s going to deliver the best results for you - and your customers. Creating a strong customer experience is now one of the most important priorities businesses focus on. Don’t be left behind. Time to take a customer first approach & start looking at strategies you can implement to optimize your customer journey. Download the guide today!

The 2022 Buyer’s Guide to Market Research Software


The fast-paced world of market research is evolving. Use this comprehensive guide to discover which features to look for in choosing market research tools for 2022. By Kat Cooper, Product Marketing Manager. What is Market Research Software?

2022 68

Are You A Go-To Complex Problem Solver or A Problem Manager?

One Millimeter Mindset

Do you perceive yourself as a problem solver, manager, or a spectator? Think about it. First, a colleague identifies a current or potential problem. Next, are you their top-of-mind, go-to resource to find a solution?

2021 73

Building Customer Relationships With Dan Gingiss and Jason Valdina


A few weeks ago I appeared on CX legend and friend of Conversocial Dan Gingiss' podcast 'The Experience Maker'. We focused on the needs and expectations of a modern consumer and how to best use messaging channels to meet and exceed those expectations.

2021 56

7 common customer service failures you can avoid with the right cloud ACD

NICE inContact

In these days of striving for excellent CX, it's important to use every tool available. The best cloud ACDs can help contact centers improve experiences and avoid service failures through sophisticated routing, smart self-service, and providing agents and supervisors with enhanced capabilities.

2021 62

A Master's Guide to B2B: How Listening to Your Customers Can Grow Your Business

Speaker: Adam Dorfman, Head of Product Growth at Reputation & Michele Bettinazzi, Customer Experience Manager at PeakMade Real Estate

Improved marketing conversion, happy customers, and faster growth - that’s only three things that can be accomplished by just listening to your customers. Customer feedback is an extremely invaluable tool to keeping retention high, attracting new business, and improving the general operations of your business. The question is - how do you capture all this? Join Adam Dorfman, Head of Product Growth at Reputation & Michele Bettinazzi, Customer Experience Manager at PeakMade Real Estate, for this essential discussion on the ins and outs of brokering the optimal customer interaction.

Crisis communication from a customer-centric perspective

Beyond the Arc

When crisis hits your company, how will you protect your customer relationships and brand reputation? The way you approach crisis communication can make all the difference.It's s essential to be prepared with crisis management communications that effectively support your customers.

057: I’ll Be Back – How to Get Customers to Come Back Again and Again

The DiJulius Group

Chief Revolution Officer John DiJulius of The DiJulius Group talks with Shep Hyken, customer service expert, about his new book, I’ll Be Back: How to Get Customers to Come Back Again and Again. You will learn: How to design and create an experience that gets customers to return again and again.

2021 52

How To Bring Customers Back (Podcast Summary)

Doing CX Right

How do you get customers back to buy again? Read Shep Hyken's actionable tips revleaded on DoingCXRight®? Podcast. The post How To Bring Customers Back (Podcast Summary) appeared first on Doing CX Right. Retention & Loyalty customer loyalty customers back Shep Hyken

2021 52

Developing a human-centric approach to loyalty

PK Global

I recently joined my colleague, PK Associate Design Director Hannah Sherwood, on Cheetah Digital’s Uncaged Wisdom podcast to discuss PK’s human-centric approach to loyalty. In the podcast, we chatted with […].

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!

Lessons Large Enterprises Can Learn from Small Business’s Customer Journeys

Gold Research

Understanding a Customer's Journey is pivotal for a business, irrespective of its size, in order to draw insights into customers' experiences along with the perceptions they draw when interacting with the company

2021 52

The Value of Employee Retention and How An App Can Improve It


It’s time we address the elephant in the room. You may be wondering, how can employers bridge the gap between off-site and on-site workers in a hybrid environment? Well it’s much simpler than you may believe it to be: an employee app. Blog Employee Engagement Thought Leadership Workplace

2021 52

Is Research Necessary to Understand "Customer Behavior"?

Gold Research

Every business is in the business of serving its customers. And in a world full of choices, understanding customer behavior gets more and more important every day. Doing so enables an enterprise to outline how customers think and act and motivate them to prefer choices that benefit it’s brand.

2021 52

Revolutionizing Retail at Riachuelo with SAP S/4HANA

SAP Customer Experience

Digital transformation project drives customer experience and growth. View >> Part 1 | Part 2 Riachuelo is the flagship retailer in the Guararapes Group. It started as a fabric store in 1947 and evolved into a major department store by 1979.

2021 52

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!

How Customer Journey Mapping leads to Great Customer Experience in Retail

Gold Research

The retail sector, spurred by the advent of online shopping, has transformed itself across a variety of industries. While marketers have more opportunities to expand and sell globally, shoppers have nearly unlimited options to choose from.

7 Omnichannel best practices for enterprises in 2021


7 Omnichannel best practices for enterprises in 2021. Omnichannel support omnichannel customer experience Omnichannel for enterprises omnichannel strategies

2021 52

Pathmonk podcast: Leveraging data to serve website customers

Happy or Not

Like any business, you’re sure to come by unsatisfied customers. But without a way to capture if they are happy or not, how do you know? Where do you start, and what does the data mean? What you do with data can make a significant impact on your customer retention and growth. .

2021 50

8 Essential Capabilities You Need for Interaction Analytics


Interaction analytics takes unstructured data from customer interactions across multiple channels and harnesses it to let you understand the true voice of the customer. AI-powered interaction analytics gives you real-time insights to guide your agents and optimize the conversation as well as post-interaction analytics to inform customer experience decisions and strategies, automate and improve compliance and quality control, and improve agent performance.

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!