Sat.Nov 07, 2020 - Fri.Nov 13, 2020

Why AI and Human-Centred Design Should Be the Priorities for Restarting CX Programs

MyCustomer

Engagement What should be the priorities for restarting CX

2020 70

3 Ways Restaurants Can Deliver Superior Service + Continue To Evolve the Customer Experience

SMG CX

As we enter into a new phase of the pandemic—one of colder temperatures, a potential third wave, and the added threat of cold + flu season—businesses relying on outside service will once again have to adjust operational procedures. Industry Trends Data Science Brand Research

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Why Should Your Surveys Be Mobile Compatible?

SurveySparrow

The usage of mobile phones is at an all-time high. Everyone owns a smartphone, and we accomplish our daily tasks using this handheld device. As a result, mobile devices are increasingly driving internet traffic.

2020 56

Interview with CX Ambassador Matthew Phillip

GetFeedback

Interview with Matthew Phillip, Marketing Automation Manager at Mylo, a Lockton company, the insurtech leader revolutionizing insurance shopping, about his career in the customer experience space. Articles

2020 346

The History of the Word "Hacker"

According to one of the best English etymological dictionaries available, the word "hacker", with the sense of evil/good and brilliant computer programmer, was born in the halls of MIT. This fact alone reminds us that culture and words begin in actual places. At that time, to hack code, or hack out code, had a negative connotation. Where did this come from? Read this eBook to learn how the word "hacker" has evolved.

Customer Care Outsourcing Amidst Uncertainty: A Pandemic Resource [eBook]

BlueOcean

When the world turned upside down in February and March of 2020, no one could have guessed what was ahead. Many of us hit the pause button with the assumption things would return to normal soon.

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How to optimize customer service costs with visual assistance

TechSee

The discussion around how to reduce customer service costs is not a new one. For decades, service organizations have been proposing innovative ways to cut operational costs in customer service: Let employees bring their own coffee? ??. Eliminate evening and weekend hours?

2020 133

How to manage customer service during COVID-19 holiday season

GetFeedback

Simplifying CX YouTube series episode on how to manage customer service during COVID-19 holiday season. Videos

2020 212

The Mike Moment

ShepHyken

We’ve all heard the old adage: “It’s better to give than to receive.” That’s what customer service people do. They give and give and give. They help solve problems and resolve complaints.

2020 116

Customer Transformation: Loyalty & Sentiment Are Your Challenges Ahead

eglobalis

Customer Transformation: Loyalty & Sentiment Are Your Challenges Ahead , People-centric enterprises will certainly have an advantage – not just today, but also down the road – when it comes to the memories they instilled in employees and customers during the COVID-19 pandemic. The post Customer Transformation: Loyalty & Sentiment Are Your Challenges Ahead appeared first on Eglobalis.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

How Customer Success Technology Tackles the Top 7 CS Challenges

Totango

Ongoing market volatility created by the COVID-19 pandemic has placed a greater emphasis on the revenue potential of existing customers.

Cloud adoption as a strategic decision in digital transformation

Talkdesk

Organizations worldwide are now waking up to the advantages of moving to the cloud as a strategic decision, not only to keep businesses up and running, but also to boost performance, cut costs and enhance customer experience (CX).

2020 98

Guest Post: Ditching NPS for Real Feedback–Which is Better For Your Customer Experience?

ShepHyken

This week we feature an article from Su Kaygun Sayran , a content writer for JotForm. He writes about what specifically makes feedback effective in helping you improve your customer service. Feedback, the one thing that businesses know that they need but dread to receive it at the same time.

How to Reduce the #1 Cause of Anxiety

The DiJulius Group

4 Quick Tips to Help you Make Price Irrelevant 1) Feature Story How to Reduce the #1 Cause of Anxiety For most people uncertainty triggers high extremes of anxiety. As human beings, we like predictability in our lives. That is why we check the five-day forecast, so we know how to dress. That is why.

2020 80

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.

How Customer Success Technology Tackles the Top CS Challenges

Totango

Ongoing market volatility created by the COVID-19 pandemic has placed a greater emphasis on the revenue potential of existing customers.

The journey to great begins with gratitude

Talkdesk

November marked the beginning of the fourth quarter in Talkdesk’s fiscal year. I usually transition to a new quarter focused on what we must accomplish and the action plans to make it all happen.

2020 85

Amazing Business Radio: Josh Liebman

ShepHyken

Optimize Your Feedback Loop. Collecting, Responding and Reacting to Customer Feedback. Shep Hyken interviews Joshua Liebman , founder of BackLooper. They discuss strategies for collecting customer reviews and feedback and what to do with it after you collect it.

2020 78

The 5 Rules for Designing a Great Digital Experience

Beyond Philosophy

Digital experiences are a crucial part of your Customer Experience , especially during the pandemic. Some organizations are excelling, while others could use some work.

2020 108

Customer Engagement Is a Two-Way Street

Two-way engagement means creating opportunities for conversation. Go beyond the obvious step of responding to complaints and comments; your customers want and deserve more than that. Implement these four tips to boost your two-way engagement.

5 Skills Needed to Excel In Healthcare Sales Today

Integrity Solutions

The important skills that contribute to sales success are constant, regardless of disruptive external events, but they’ll need to be sharpened and tailored to the changing healthcare environment. Healthcare sales has gone through a number of rocky transitions and disruptions over the past decade.

Workforce Management Tips for the Holidays

Call Experts

Thanksgiving, Black Friday, Cyber Monday, and winter holidays are coming! It’s official; you are entering the 2020 holiday season. Businesses don’t want to lose sales or brand reputation during the holiday season.

2020 63

Why a Customer Success Plan Is the Best Thing You Can Do for Your Customer Relationship

Totango

A key component of creating customer success is working with your customer to identify and organize mutual goals into a standardized customer success plan.

2020 78

5 key benefits of corporate knowledge base systems

transcosmos Information Systems

Intro. Zendesk Customer Experience Trends Report 2020 showed that 51% of customers wish to receive an answer to their questions in less than 5 minutes on the phone when they contact companies for support.

2020 62

Generic ASR Will Never Be Accurate Enough for Conversational AI

What type of ASR is able to be tailored to your Conversational AI? It is an End to End Deep Learning ASR. This type of ASR can be trained with your audio data to make sure the intent is captured and the transcription is accurate for your use case. It can also be continually trained and improved to gain more accuracy and focus. Read this eBook to find out how a Conversational Al system determines the intent of the conversation and focuses on the important words.

Act on Early Warnings with Proactive Analytics

NICE inContact

One tool that helps businesses know their customers better, anticipate their needs, and proactively address emerging issues is interaction analytics. A recent Aberdeen report stated that 59% of companies rate Augmented Analytics as critical or very important in the COVID-19 environment.

2020 76

5 Top Customer Service Articles For the Week of November 9, 2020

ShepHyken

Each week I read a number of 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. The experience equation: Happy employees and customers accelerate growth by Vala Afshar. ZDNet) Research shows the relationship between employee experience (EX) and customer experience (CX) and its impact on accelerated growth.

2020 66

Cyara Partners with Splunk to Help Resolve CX Issues Up to 10x Faster

Cyara

Organizations are constantly looking to improve their customer experience (CX). While the contact center has always played a key role in this, since we’ve been in this global pandemic, the contact center has become the place where consumers interact with organizations.

2020 73

When Your Priorities are not the same as Your Clients’ Priorities

One Millimeter Mindset

What do you do when you discover your business priorities are not the same as your clients’ priorities? How you answer reflects the relevance of customer experience, success and client retention on your own business viability.

2020 82

B2B Pocket Playbook: End-to-End Guide to Sales Enablement

Sales enablement is the strategic process of providing sales teams with the content, guidance, and mentorship needed to engage targeted buyers. It’s all about equipping sales professionals with the tools they need to put their best-selling foot forward. And if sales teams want to continuously sell better -- and faster -- their sales enablement process must have a game-winning strategy. It's time for you to start selling smarter - and hitting your sales number - with the best B2B database in the market. Get started today.