April, 2021

Improve Customer Experience in 3 Steps, No Matter Your Budget or Title

Experience Investigators

How important is customer experience in your organization? Most executives now consider customer experience a priority, but so many of them are still not ready to get serious about it.

2021 65

4 “Global Gurus” Share Their Advice for Customer Experience Leaders

Customer Bliss

Global Gurus’ list for World’s Top 30 Customer Service Professionals for 2021 came out recently, and I wanted to use it as an opportunity to highlight some of my friends and colleagues who are not only on the list, but who have shared their wisdom on my podcast. (And,

2021 151
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4 Reasons why your Customer Service Needs to be a Profit Generator

TechSee

Is customer service a cost center or a profit center? If you answered ‘cost center’, right now is the perfect time to challenge that assumption. Read on to learn four reasons why this is the case – and how to make the shift within your company.

2021 119

CX vs. UX

GetFeedback

A detailed explanation of the different between customer experience and user experience. Articles

2021 227

Top 5 Reasons to Move to the Cloud

Hybrid or 100% cloud? The choice is yours. With comprehensive security, unmatched scalability, cost certainty, and guaranteed reliability, a cloud-based contact center solution will serve your customers 24/7 without the operational headaches and cost issues of an on-premise solution. Download Enghouse's eBook today and learn the top reasons you should move to the cloud!

How Omnichannel Customer Care Weathered the Storm of COVID-19

BlueOcean

A couple of years ago, we explored the state of omnichannel customer care , recognizing the fact that consumers have more channel options available to them than ever before. We also, as an industry, have exponentially more data and insight about consumer behaviors around these channels.

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5 Must-Read CX Books in 2021

Alida

We’re less than a week away from Alida Activate and we couldn’t be more excited to connect with hundreds of customer experience professionals from around the world and support them on their transformation journey to CX excellence. If you haven’t registered , it’s not too late!

2021 130

Want your Customer Feedback scores to go up by 6 points?

Daniel Group

Welcome to Success Strategies. Want your Customer Feedback scores to go up by 6 points? We’ve learned through our extensive research that this is just what happens when “Communication” is mentioned as something that went well!

2021 100

Seeing is believing: Why contact centers must embark on the journey towards Visual Transformation

TechSee

The Age of Contact Center Transformation . Like many industries these days, contact centers are at a crossroads. On the one hand, every business needs to save money and customer service is generally the first on the chopping block. On the other hand, call volumes are at peak levels.

How CX design can power your CX strategy

GetFeedback

Learn why CX design is a critical component of creating great customer experiences and why you need a CX strategy. Guides

2021 195

5 Reasons to Consider Managed Services for Cloud Contact Centers

Learn how cloud-based solutions and a managed services approach can reduce costs. Give your contact center the flexibility and scalability it needs to meet ever-changing demands!

What Is Customer Happiness + 11 Ways to Inspire It

Help Scout

Your relationships with your customers have more in common with relationships in your personal life than you might think. Like the happiness that you derive from being around your friends and loved ones, customer happiness is a product of a lot of time, effort, and learning.

2021 88

Lessons from the Pandemic to Improve Your Customer Experience Now

Bill Quiseng

When first confronted with this pandemic we moved quickly to identify the high risks for our employees and our customers and then worked to define the action steps required to minimize those risks.

2021 107

Alida Spring ‘21 Product Release Fuels a Holistic Customer View

Alida

The excitement in the air is palpable. It feels a bit like a marathon where you know you still have miles and miles to go, but you have a tailwind and you’re drafting behind some strong runners. But the thing is, a marathon has a finish line at exactly 26.2 miles from the start.

2021 130

Relieve administrative responsibilities and focus on CX and business success

Talkdesk

Talkdesk offers advanced administrative services to help customers optimize their contact center. We continue to work closely with our customers to improve Customer Experience (CX) and achieve greater revenue.

2021 95

Plugging Your Community Into the Customer Lifecycle

Speaker: Nichole Devolites, Customer Experience Expert, SecureAuth

Customer experience professionals understand the importance of both creating and maintaining easily available programs that improve CX. Nichole Devolites is joining us for a webinar on July 27th at 12 pm EDT to discuss how CX professionals can integrate and connect their communities with the customer lifecycle. Register today!

AI in Call Centers: Top innovations for 2021

TechSee

Call centers are busier than ever. According to a 2021 survey, 65% of U.S. consumers have required assistance during the COVID-19 pandemic.

2021 109

Avoid Customer Confusion

Hyken

Today’s customers are smarter than ever. They know how to buy. The digital/online world has given customers the power to research products, read reviews, and compare prices. Often, customers have made up their minds about what they are going to buy before they ever leave their home or office.

2021 81

How Technology Can Help Humanize Customer Support

TeamSupport

The current marketing environment has changed drastically. Customers are often in need of assistance and expect smooth interactions with the company.

2021 86

Want Stronger Employee Engagement? Engage Their Families

The DiJulius Group

5 Quick Tips to Help you Make Price Irrelevant 1. Customer Service Feature Story The foundation of every great culture is built on strong leaders who constantly recognize their employees’ contributions. However, when Dave Timmons was the SVP at Bank of America, he took it to another level.

2021 77

The Forrester Wave™: B2B Marketing Data Providers, Q2 2021

In our 24-criterion evaluation of B2B marketing data providers, we identified the 11 most significant vendors — Data Axle, Dun & Bradstreet, Enlyft, Global Database, InsideView, Leadspace, Oracle, SMARTe, Spiceworks Ziff Davis, TechTarget, and ZoomInfo Technologies — and researched, analyzed, and scored them. This report shows how each provider measures up and helps B2B marketing professionals select the right one for their needs.

How to Improve Customer Understanding & CX with AI

Alida

How do you stand on the right side of the line between the helpful and the creepy with artificial intelligence (AI)? It’s a question rarely asked about AI in customer experience. Customer Experience

2021 130

How to Build a Strong Customer Service Culture

Help Scout

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook.

2021 91

How to offer great IT Support for WFH Staff with visual assistance (6 examples)

TechSee

Today more and more companies are recognizing the benefits of allowing their employees to work from home (WFH), or more accurately, work from anywhere (WFA) that best suits their lifestyle.

2021 109

Stop Reading From The Script!

Hyken

This is why some companies get a bad rap! Our colleague here at Shepard Presentations, Nate Jones, shared a story about something that recently happened to his father. This is a great customer service training lesson. He bought a new car.

2021 91

Every Customer Experience Deserves a Silver Lining

Cloud-based technology approaches are quickly proving to be a clear winning strategy for companies large and small. Read this report to find out how you can leverage a cloud contact center to deal with unexpected demand, reduce costs, and deliver exceptional customer experiences.

How to Train and Support Remote Customer Service Employees

Myra Golden Media

This morning I hosted a webinar for leaders of customer service departments and operations. I walked everyone through how to prepare customer service specialists to apply psychological tactics to bring down the temperature in interactions and de-escalate.

2021 81

Creating a Customer-Centric Culture That Aligns Employees With Customers

Integrity Solutions

Building a customer-centric culture is more challenging than you might initially think. But every organization has the ability to build a strong customer-centric culture- and it doesn’t have to be complex. The business environment is never static.

2021 74

Using Insights to Stay Ahead in an Oversaturated Market

Alida

New competitors popping up, alongside industry titans expanding into new markets, make the competition for share of wallet more crowded than ever. But with customers at their spending limit, companies looking to grow without overburdening customers are faced with a tough question—how do I stand out?

2021 130

In the Digital and Customer Experience World, there are two lives: Before and After COVID-19. Is your company ready?

eglobalis

In the Digital Experience and Customer Experience World, there are two lives: Before and After COVID-19. Is your company ready? experience Design. The post In the Digital and Customer Experience World, there are two lives: Before and After COVID-19. Is your company ready? appeared first on Eglobalis.

2021 81

Leadership Panel: Lessons Learnt from a Global Support Community

Speaker: Panel hosted by Adrian Speyer, Head of Community, Vanilla Forums

Are you struggling to support your global community? Or, are you not even sure where you should start. Establishing a global support community comes with many many questions. How do you encourage your customers to help others? What are the key metrics to measure? What are the biggest challenges? Our super panel consists of community leaders from around the world, each of whom, have experienced and overcome the challenges of a global support community. They are ready to share the trials and triumphs, and everything in between, on the road to a successful community.