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

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


Engagement What should be the priorities for restarting CX

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


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?


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.

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Interview with CX Ambassador Matthew Phillip


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 313

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

Customer Experience Lessons from 2020: Experts Chime In

Experience Investigators by 360Connext

We’re headed into the final weeks of one of the strangest years: A global pandemic shifted how we worked, socialized, interacted and communicated. Our needs changed to reflect these new realities. Parents juggled working from home with supporting their children’s education.

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More Trending

How to optimize customer service costs with visual assistance


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 119

How to manage customer service during COVID-19 holiday season


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

2020 204

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


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.

The journey to great begins with gratitude


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 84

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!

Customer Transformation: Loyalty & Sentiment Are Your Challenges Ahead


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.

How Customer Success Technology Tackles the Top 7 CS Challenges


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

The Mike Moment


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 102

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 76

Customer Communities Elevate the Customer Experience

Speaker: Rachel Happe

An online community is an increasingly vital part of many leading companies’ support strategies. Creating a branded place where your customers can ask and answer questions, interact with each other, and search for the information they need is a great way to decrease the burden on your staff and allow them to focus on the customers that really need their help. Join us at 9:00 am EST on Nov 18th for this talk by Rachel Happe, founder of industry-leading strategists, The Community Roundtable. You will learn the effectiveness of the community in empowering your customers and generating value for your business.

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

How Customer Success Technology Tackles the Top CS Challenges


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

Amazing Business Radio: Josh Liebman


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 77

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


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

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

What can an IVA do for you?


Unfortunately, automation can have the reputation of being more frustrating than helpful. This misconception mostly comes from experiences with outdated and inefficient technologies, like IVRs and chatbots.

2020 62

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


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 73

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


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

Great CX Starts With Happy Agents


Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Derek Hixon to talk about his lessons learned after providing over 15 years of exceptional customer support.

2020 52

Need to More Effectively Manage Your Call Center?

TASKE shares how you can rewind your real-time dashboard and watch agent and time activities in the past. Download the infographic here!

NICE inContact CX Transformation Benchmark 2020: How the Coronavirus Shaped Customer Expectations

NICE inContact

The annual Consumer Wave of the NICE inContact Customer Experience (CX) Transformation Benchmark Study dove deep into how the pandemic has shaped the way customers are interacting with contact centers.

2020 62

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.

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 90

WATCH NOW: What's the Difference Between Customer Experience (CX) and Customer Service? | PeopleMetrics LIVE!


What's the Difference Between Customer Experience (CX) and Customer Service? Is Customer Experience (CX) the same as Customer Service? How can you use touchpoint mapping to identify the specific Customer Service touchpoints impacting CX?

2020 62

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.