Sat.Oct 31, 2020 - Fri.Nov 06, 2020

5 Ways Support Teams Can Prepare for the COVID-19 Holiday Rush


How to provide the best customer service and support during this unprecedented holiday season. Guides

4 Easy Steps for Building an Internal Knowledge Base


Access to information is key to the success of any customer service team, whatever channel you use. But for this success to happen, this information can’t be siloed. For your company to thrive, your departments and the teams that comprise them must be on the same page at all times.

2020 52

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Diagnosing Customers’ New Behavior During the Pandemic

Beyond Philosophy

The last time you looked up product reviews, which ones did you notice first, 5-star, or 1-star? Also, how many 5-star reviews does it take to offset a 1-star review? Probably more than one.

2020 108

7 Tips to Simplify & Improve Employee Journey Mapping

Experience Investigators by 360Connext

What is Employee Journey Mapping? If you’re familiar with customer journey mapping, then you may know more about employee journey mapping (EJM) than your realize.

2020 143

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.

The Paradigm Shift of Remote Support and the Future of Field Service Delivery


Field service delivery is undergoing a transformation. This paradigm shift has effectively taken the “field” out of field services, with the industry focused on servicing customers in the most efficient way possible. What does this mean for the future of field service?

2020 109

More Trending

An Effortless Experience Isn’t Enough

Heart of the Customer

In CX, we all focus on making the experience easier on our customers. (We We even made it the title of our book.) But building loyalty isn’t as simple as removing friction. Don’t get me wrong. It’s definitely worthwhile to simplify your customer experience.

2020 117

A Primer on the 3 Most Important CX Metrics – NPS, CSAT and CES


Welcome to the “Age of the Customer.” Are you ready? Increased competition in nearly every market is leading businesses of all types to search for ways to attract and retain their ideal customers. Through technology, customers have unprecedented access to information about products and services.

NPS 96

Winner! Winner! Chicken Dinner!


This is a crazy idea, but hear me out. When I was a kid, we had home-cooked meals almost every night. I thought my mom was the greatest cook in the world. She could make the best chicken. As a matter of fact, she made chicken almost every night.

2020 106

Beyond the AI Customer Service Hype: Practical Applications for Real Results


AI (artificial intelligence) customer service tools weren’t designed to replace your agents. They were designed to help your agents deliver a better customer experience. Nothing can truly replace positive, meaningful exchanges between two people.

2020 79

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!

What Came First COVID-19 or Poor Customer Service?

CSM Magazine

Just like the chicken or egg conundrum the same could apply to COVID-19 and poor customer service. As many organisations hide behind the pandemic for failing service standards, Abbie Heslop, Commercial AI Analyst, EBI.AI shows how to buck the trend using Artificial Intelligence (AI).

What is Attribution in Digital Marketing?


Digital marketing is a strategy where many roads all lead customers to the same destination. Whether it’s social media, email, or paid search ads, the goal of getting new business is the same.

2020 91

Guest Post: How To Collect Marketing Insights That Can Improve Customer Service


This week we feature an article from Michael Magnus, a Strategic Communication lecturer and marketing consultant at Magnus Opus. He shares the process of conducting consumer research and how to implement your findings into the customer experience.

2020 87

Beyond the AI Customer Service Hype: Practical Applications for Real Results


AI (artificial intelligence) customer service tools weren’t designed to replace your agents. They were designed to help your agents deliver a better customer experience. Nothing can truly replace positive, meaningful exchanges between two people.

2020 72

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.

Top 5 Customer Experience Predictions For 2021


Customer experience (CX) is a determining factor in whether customers are loyal to a brand or not. Over 80% of companies who prioritize customer experience report an increase in revenue. So, how can businesses ensure their CX is up to scratch? Brands must stay on top of CX trends.

2021 99

How to Understand the Irreversible Impact of the Pandemic on Business

The DiJulius Group

How to Understand the Irreversible Impact of the Pandemic on Business 4 Quick Tips to Help you Make Price Irrelevant 1) Feature Story How to Understand the Irreversible Impact of the Pandemic on Business What a year 2020 has been!

2020 79

Amazing Business Radio: Daniel Rodriguez


Eradicating Mediocrity in Customer Service. How to End “Good Enough” Customer Service. Shep Hyken interviews Daniel Rodriguez , CMO of Simplr. They discuss Simplr’s latest CX research report and strategies for collecting and utilizing customer feedback to eliminate mediocre customer service.

2020 85

Intentional Customer Experience as North Star for 2021


Intentional Customer Experience as North Star for 2021 Lynn Hunsaker. In a time when customer attitudes and behaviors are shifting and evolving rapidly, companies are finding customer intelligence uses — across all functions enterprise-wide — to be vital to survival.

2021 72

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.

What Happened Before Awakens Your Empathy Now | #PeopleSkills #LeadMorale #CX

Kate Nasser

If you want to awaken your empathy for others, find out what happened before in order to help them now. Kate Nasser The People Skills Coach™. The post What Happened Before Awakens Your Empathy Now | #PeopleSkills #LeadMorale #CX appeared first on

2020 83

70+ Experts Reveal the Best Customer Retention Strategies During COVID-19


Customer retention is very challenging for businesses especially in 2020. The unprecedented times and business environment have made it uncertain for business leaders on what steps to take to retain customers. Budgets have been compromised and priorities have moved online.

5 Top Customer Service Articles For the Week of November 2, 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. If Customer Service Reps Were Honest [Spooky Edition]: The Scary Reality Your Customer Service Agents Face Every Day Plus How You Can Help by Veronica Krieg.

2020 63

WATCH NOW: Is Voice of Customer (VoC) The Same As Market Research? | PeopleMetrics LIVE!


Is Voice of Customer (VoC) The Same As Market Research? What is the difference between Voice of Customer (VoC) and Market Research? Do you need both? How can you use them together? In this edition of PeopleMetrics LIVE! ,

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.

Making Hard Calls on Behalf of Serving Every Client.

One Millimeter Mindset

Are clients reaching out to you about making hard calls? Mine are. Because their businesses are in trouble. And future sustainability appears uncertain. Thus you serve them in ways which may make you both uncomfortable.

2020 84

Look Forward Not Back: 4 Ways to Future-Proof Your Contact Centre

CSM Magazine

Heightened customer expectations are here to stay and are having a huge impact on technology in contact centres. Ed Creasey at Calabrio shares a forward-looking plan for the “new normal”. .

2020 52

Top 5 Employee Surveys Every Organization Should Do Every Year


For a small organization, getting to know and care for your employees is not hard. That’s one of the benefits of a start-up environment. People know each other personally, and communication is relatively easy. As you grow, though, things start to get more challenging.

2020 56

The Ultimate Dialer Guide for Your Outbound Call Center

NICE inContact

Contrary to popular belief, dialers are not used just for telemarketing. The right dialer can turn any inbound contract center into a powerful blended contact center to help accelerate business growth. The challenge is selecting the best dialer for the task at hand.

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.