Sat.Jun 19, 2021 - Fri.Jun 25, 2021

EVE Cortex: The first scalable visual AI assistant in the industry


The pandemic was the catalyst that pushed many service organizations to re-think the way they interact with customers.

2021 141

How Employee Engagement Drives Change and Boosts Revenue


To say employee engagement has fallen to the back burner for a lot of organizations is an understatement. Customer Experience Employee Experience

2021 130

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111 Customer Service Statistics and Facts You Shouldn't Ignore

Help Scout

Your customer experience is the main differentiator between you and your competitors, and all of the customer service statistics back it up.

2021 97

Human Trust Breakers: Acknowledge & Prevent These #PeopleSkills

Kate Nasser

Prevent these often unacknowledged human trust breakers for success / happiness in business & life. Kate Nasser, The People Skills Coach™, Author, Leading Morale. The post Human Trust Breakers: Acknowledge & Prevent These #PeopleSkills appeared first on

2021 108

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!

Guest Post: Leaders Need to Show, Not Just Say

Shep Hyken

This week we feature an article by Annette Franz, CCXP, the founder and CEO of CX Journey Inc. She writes about how leaders can lead by example and model the change that they wish to see from their employees. How do leaders drive (lasting) change? .

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More Trending

In The News: 3 Stories That Give Insight to Improving Your Customer Experience

Beyond Philosophy

What do the European Super League failure, vaccine passports, and businesses trying to dodge taking political sides have in common. They are all part of three news stories that, believe it or not, give you insight into improving your Customer Experience.

2021 121

The True Cost of ‘Where Is My Order?’ Queries and Three Tips to Reduce It

CSM Magazine

David Grimes, CEO and Founder of Sorted offers some key tips to retailers on how to reduce high WISMO and WISMR contact rates while at the same improving the customer experience. Online retail is booming like never before.

2021 68

Top 5 Udemy Courses to Upskill Your Customer Success Career


Looking for a way to upskill or even reskill your Customer Success career? Udemy is an e-learning platform that is here to help you do just that.

2021 74

Reduce Customer Churn: 5 Ways to Understand At-Risk Customers

Experience Investigators

Nobody thinks they’re neglecting customers… but many are. Some of us live, breathe and constantly think about the customer experience. But most people, believe it or not, don’t spend their time that way.

2021 65

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!

Please Don’t Discount the Inexperienced

Steve DiGioia

This past weekend I helped a friend of mine and served as the maître d for an event of 200 people that he was hosting (it was great to get back to my “banquet” roots).

2021 90

Companies’ Responses to COVID Provide Insights into Handling a Crisis

Shep Hyken

One of our readers asked me the following question: What is your advice for a company that is struggling during COVID-19? I know, we’re all tired of hearing about COVID-19 and the pandemic. However, there is light at the end of this very dark tunnel.

2021 88

Streamline the Customer Journey for a Better Mobile-First Customer Experience


As the world begins to reopen post-COVID-19, customer experience is more important than it’s ever been, with 80% of companies saying their core business model needs to go and/or stay digital to remain economically viable.

2021 72

How to be customer-centric in FMCG when you don't own the buying experience

Hello Customer

The old way of selling. Distributing products through supermarkets used to be an easy way of selling for FMCG brands to grow revenue. They had to meet two requirements to generate sales: penetrate the market sufficiently. create enough brand awareness. But the tide is turning.

2021 82

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.

How Should an OEM Organize Technical Support to Provide Memorable Experiences

Middlesex Consulting

In this Field Service News article, published on June 22, 2021we discuss the knowledge and experience hierarchy of both the people who contact tech support and the people who provide the service.

2021 78

5 Ways to Boost Your Customer Support Efficiency

Advantage Communications

Business growth and customer service go hand in hand. After all, the success of your business relies heavily on the satisfaction, loyalty and advocacy of your customers. Happy clients won’t just spend more with your business, they’ll refer you to their friends and colleagues.

2021 63

5 Top Customer Service Articles of the Week 6-21-2021


Each week I read many 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. Do Your Rewards Rock? These 6 Rules Will Tell by Wise Marketer Staff.

2021 57

Run your dental marketing on autopilot


In the digital age, the testimonials of happy patients can have a real impact on your revenue and your acquisition. After all, experiences drive revenue. 87% of Americans see reviews as a trusted source of recommendations when looking for a new dentist.

2021 64

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!

5 Reasons Not To Ignore the Rants of Your Call Center Agents


You listen to your customers on social media. Do you listen to your customer service employees? We did…You’d be amazed at what we found, or will you?

Survey Ideas For 2021: The Only List You Will Need!


The voice inside your customer’s head-. Why aren’t they focusing on other products. I wanna use, but not how they are. Some changes are what I need.”. Should I email them about this? No, not a good idea. Let’s wait for their feedback survey.”.

2021 52

The 3 business benefits of focusing on your agents


Date: Friday, June 25, 2021 Author: Pauline Ashenden - Demand Generation Manager The 3 business benefits of focusing on your agents. Published on: June 25, 2021. Author: Pauline Ashenden - Demand Generation Manager Looking after your agents has always been important to successful customer service.

2021 98

Are your internal processes focused on the customer?

Hello Customer

Don't focus too much on the process. This might come as a surprise but think about it, what do processes really do in an organization? They ensure that something is delivered as promised. This is not the part where the value of customer experience lies.

2021 62

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.

The Eighth Time is the Charm: Calabrio Again Named a Top Workplace in Minnesota by the Star Tribune


If the past 18 months has taught us anything, it is that almost everything can change in a matter of days, let alone 365. So, I am ecstatic to say that something that has not changed is Calabrio’s dedication to creating an employee-centric workplace.

2021 69

The 9 Best SaaS Help Desks + How to Pick the Right Tool

Help Scout

Today’s businesses face more competition than ever before. Getting someone to make a one-time purchase is difficult enough, but for SaaS companies that rely on repeat business, the task is even tougher. You need something to differentiate your company from your competitors.

2021 60

Amazing Business Radio: Paula Courtney

Shep Hyken

Investing in the Customer Experience. Looking at Business through the Eyes of the Customer . Shep Hyken interviews Paula Courtney, President of the Verde Group. They discuss how businesses should invest in delivering a WOW customer experience.

2021 61

Top Customer Success Communities 2021: The Ultimate List


The customer success community is one where members look out for each other. There is an eagerness in the community to help another CS professional out. This can be see on LinkedIn, community forums, slack teams, and many more spots.

2021 75

Power Hour with the Community Team at Mural

Speaker: Beth Vanderkolk, Lindsay Olson, & Amanda Peterson, The MURAL Community Team

Want to know what it takes to build a community from the ground up? Join us for our panel discussion with the MURAL Community Team. In just 4 months, they have established a thriving community, and they're with us to explain how they did it.