Sat.Jan 01, 2022 - Fri.Jan 07, 2022

3 Factors to Consider if You Have a CX Incentives Program

InMoment XI

Though customer experience (CX) programs are always changing and evolving, one element that many brands constantly consider is whether to add a CX incentives program to those initiatives. .

2022 387

It’s time for a Customer Service Culture Transformation to Customer CARE

Bill Quiseng

Is customer service the frontline? Really? Are we called to duty on the frontline battling customers? Doctors and nurses don’t serve their ailing patients. They care. So shouldn’t customer service be customer care? Or even better …. We are the Customer CARE team.

2022 159
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Five Lessons On How To Personalize the Customer Experience

Shep Hyken

I love to receive great examples of outstanding customer service. I’m always on the lookout for great stories, whether I personally experience them, or they are sent in by our followers. What I share with you today is a great example of personalized and proactive communication.

2022 114

2022 is the Year of Digital Customer Experience Excellence – Here’s Why

Comm100

If you found out that your customers would pay more for a better customer experience (CX), would you consider investing in improving this experience? In a recent study, this exact finding was discovered.

2022 82

Discovering Successful Scripting for Your Contact Center

Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc

Scripts have been around as long as contact centers. Scripts attempt to set out an ‘ideal’ path to success on the call, whether that's a sale, a resolved inquiry, or a closed case. While some scripting attempts have failed, AI and Agent Assist technologies can help.

Digital Intercept: How to Collect Customer Feedback Without Ruining the Experience

InMoment XI

We’ve all been there. You’re shopping for something online and you start to compare options on different websites. You’re excited to explore a particular item, but as soon as you click into the brand’s website, a little window pops up asking you what you think of the website experience.

2022 435

More Trending

Amazing Business Radio: Genefa Murphy

Shep Hyken

Intelligent Virtual Assistant. The Opportunities and Fears Surrounding Intelligent Virtual Assistant. Shep Hyken interviews Genefa Murphy, the Chief Marketing Officer for Five9.

2022 93

12 Predictions for Customer Service Trends in 2022

Help Scout

The new year brings new opportunities to create the customer experiences we all want to deliver. Here are our predictions for customer service trends in 2022. Read the full article

2022 93

Customer Effort Score (CES) explained

Hello Customer

Customers nowadays want everything easy and we can't really blame them for that. Not everything has to be hard and complicated, especially when you're using a service or browsing online.

Your 2022 Customer Experience Plan: Strategies, Videos, & Resources

Experience Investigators

Imagine yourself a year from today. Your company has surpassed its annual goals for customer retention, referrals, and satisfaction. C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. How did this happen?

2022 79

2022 Contact Center Buyers' Guide

As contact center needs and pain points have evolved, so have contact center buying processes. This guide focuses on the key areas that contact center leaders should address to help achieve their operational and financial goals, including what questions to ask to drive optimal performance.

A Shopping Checklist to Find the Best Live Chat Providers for Government Websites

Comm100

It’s unarguable that live chat can help improve communication between government and citizens. The real-time and accessible nature of live chat caters perfectly to today’s consumer expectations, while providing government agencies with an efficient and cost-effective channel.

2022 78

Top 50 Customer Success Influencers 2022

SmartKarrot

Thanks to the untiring zeal of its passionate community, Customer Success has grown to become the phenomenal force that it is today.

2022 91

Customer Experience vs. Customer Success: Are They the Same?

ChurnZero

It’s not uncommon to find it difficult to grasp the concept of Customer Experience vs. Customer Success. The two are seemingly cut from the same cloth. For some, the Customer Experience definition is not that different from the one for Customer Success.

2022 82

The 3 Worst Customer Service Stories in 2021

The DiJulius Group

The 3 Worst Customer Service Stories Last Year Hotel kicks out grandma & granddaughter at night, after they left a bad review The Baymont Inn & Suites called the police to remove a 63-year-old grandmother and her 6-year-old granddaughter after they responded to an email asking how their room was. CEO of Better.com fires 900.

2022 83

Winning Solutions to Keep Contact Center Agents Engaged

Speaker: Adam Saad - Founder & CEO, Tech Stack Advising

In order to keep agents both satisfied and engaged, we must develop a plan that both mitigates these concerns with current agents and halts any potential issues that may arise with new hires. These plans must also take into account the different environments and locations your agents may be working in.

Why Your Public Service Social Media Is Broken and How To Fix It

Russel Lolacher

Whether you’re trying to start a successful social media presence for your public service organization or grow an existing one to better serve the public and your organization, there are a few key ingredients you’ll need to be impactful.

Punching Above Its Historical Weight: Why Retention Should No Longer Play Second Fiddle to Acquisition

Optimove

Some questions are as old as time. Take the whole chicken and egg thing. In comparison, Acquisition VS Retention is a much newer concept. Still, it’s such a critical business question that we’ve been writing about it for years.

2022 83

Be A Great Storytelling Leader

Forrester Digital Transformation

Photo by Brett Jordan on Unsplash “The most powerful person in the world is the storyteller. The storyteller sets the vision, values, and agenda of an entire generation that is to come.”

2022 83

Delivering Customer Service in a Crisis Situation

Advantage Communications

Emergencies happen. Sometimes they are technological failures, like your website going down, an app crashing or a hacker attack. Other times a natural disaster disrupts supply chains or damages your equipment. Contact Center

2022 80

How to Inspire and Empower Contact Center Agents Through Collaborative Coaching

Speaker: Kate Nasser, The People Skills Coach™

Collaborative coaching truly guides agents to connect authentically to customers better each time. Join Kate Nasser, The People Skills Coach™ & Author of Leading Morale to understand how call center agents get the most out of collaborative coaching.

How to Transform Customer Success Into a Profit Center with Metrics and Forecasting

ChurnZero

Customer Success represents a large source of revenue-generation for SaaS businesses. Though Customer Success was originally regarded as a post-sale cost center, you can flip its narrative with the right metrics, positioning, and forecasting strategy.

2022 82

6 Steps to Effective Account Transitions 

ClientSuccess

Account transitions will be inevitable throughout your tenure as a customer success leader. Whether through promotions, turnover, or new hires, new CSMs are bound to leave or join your customer account teams regularly.

2022 82

What you need to know about Google’s product reviews update

BirdEye

David Bowie once belted out the lyrics, “Ch-ch-ch-ch-changes, Turn and face the strange.” This popular and iconic song has withstood the test of time. Because the lyrics are true. Changes are a part of life, and Google, the most prevalent search engine is not immune to changes.

2022 71

7 Customer Expectations and Why I Shouldn’t Have to Ask for a Napkin

Steve DiGioia

We all speak about expectations, customer expectations. They can be reasonable or extreme, and sometimes achievable or bizarre. But usually, they are appropriate. As a customer, I expect a basic minimum such as: The product or service should work as expected.

Sustaining Employee Engagement in the Contact Center

Speaker: Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC

Join Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC, for best practices and leadership strategies to fortify an economy of compassion and genuine empathy in the contact center.

5 Stress Management Techniques for the Busy Customer Success Professional

Totango

If you’ve been following along in our series about burnout and mental health in customer success, then you already know how to spot signs of burnout on your CS team and ways to help fight burnout as a CS leader.

2022 79

5 Top Customer Service Articles of the Week 1-3-2022

Shep Hyken

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.

2022 62

Digital Transformation Strategies for 2022

Upstream Works

As we move into 2022, contact centers are facing unique challenges that include both tactical and strategic decision making. The tactical decisions pertain to specific needs or technology applications, such as how many agents to hire or what use cases your chatbots will be built around.

2022 78

4 Little Changes That’ll Make a Big Difference With Your Customer Service Team

Stella Connect

Customer service is a major driver of customer experience, customer loyalty, and long-term business success. That’s why investing in customer service is essential to improving customer outcomes. The good news is, little changes can make a big difference with your customer service team.

How to Leverage AI to Drive A Better Human Experience for Your Customers

Speaker: Adam Cutler, Co-Founder of IBM Design, IBM Distinguished Designer, AI Design

AI is about helping us be the best version of ourselves. When will AI comprise the whole CX sector & people won’t connect with real customer concerns? Join Adam Cutler, Co-Founder of IBM Design, to learn why it’s quite the opposite.