Sat.Sep 25, 2021 - Fri.Oct 01, 2021

Waiting In Line At The DMV? A Month With The In-Laws? Find Out What’s Worse Than Dealing With Customer Service

Kerry Bodine

I don’t often run across survey data that makes me literally laugh out loud. But a recent — and somewhat cheeky — study commissioned by the CRM platform Insightly had me rolling in my desk chair. Thirty-one percent of U.S.

2021 68

Dare to Rethink What’s Always Been Done: A Case Study in Rethinking the Wait

Customer Bliss

Can I please ask: what’s with all the old magazines in waiting rooms? For my whole life (and probably yours), old and dog-eared magazines have been a part of my doctor, dentist and hospital visit experience. Not only are the magazines old, but I also encounter the weirdest assortment.

2021 169

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Trending Sources

Customer lifetime value

NICE inContact

Our experts help you understand customer lifetime value and how to increase that value with NICE CXone for call centers. Customer Experience NICE CXone Contact Center Management

2021 79

What’s Everyone Talking About in Customer Experience Today?


Customer experience is pretty much the hottest topic in the contact center and customer care space these days.

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2021 CX Trends Report

In this e-book, you’ll discover the origins of CX, the evolution into an actionable tool for customer feedback, and where the future of CX is moving towards.

Guest Post: Customer Service Automation: A Quick Beginner’s Guide

Shep Hyken

This week we feature an article by Jason Grills, Customer Support Expert at ProProfs , a company that provides software that empowers organizations to deliver happiness to their customers and employees. He writes about what automated customer service can do for your business.

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More Trending

How to Scale Customer Support Without Compromising Service

Help Scout

It’s possible to deliver higher volumes of customer service at a consistently high level of quality — here's how. Read the full article

2021 98

The Conversational Marketing Playbook: Messaging Channels for Marketing


Digital customer engagement has changed. Modern consumers expect personalized, convenient and speedy interactions from their favourite brands, and they’re more than happy to jump ship to a competitor if their needs are not being met. It’s up to businesses to adapt their strategies or risk losing out.

2021 87

Best in Class Versus Best in Industry

Shep Hyken

Here is an interesting idea. Most businesses are competitive. They want to be better than their competition. Sometimes they try to out-service their competition. Sometimes they lower their prices to beat their competition. The point is that they are only looking at the competition.

2021 99

Digital Transformation in Customer Service: 5 Inspirational Success Stories (Part 3 of 4)


Welcome to part three in our series exploring digital transformation in customer service. In this series, we’ve been looking at how digital transformation is helping organizations transition to a digital customer service offering that benefit both them and their customers.

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Optimizing Your Customer Journey In 2021

You know it’s important to optimize your customer journey, but you’re not sure which part of that journey to focus on. Customer interactions across multiple touchpoints mean it can be tricky to isolate a specific part that’s going to deliver the best results for you - and your customers. Creating a strong customer experience is now one of the most important priorities businesses focus on. Don’t be left behind. Time to take a customer first approach & start looking at strategies you can implement to optimize your customer journey. Download the guide today!

Behind the scenes: Customer marketing helps our customers shine within their contact center

NICE inContact

A contact center is no longer a place to just handle calls. Today, there is click-to-chat, email, text, callbacks, and all the digital channels customers use. The importance of customer experience and loyalty has become more important than ever, and technology is improving and changing rapidly.

2021 87

New Study Shows Major Disconnect Between Companies And Customers

Kerry Bodine

Earlier this week I posted about a study commissioned by the CRM platform Insightly , which showed the lengths that consumers and business decision makers would go to in order to avoid stressful customer service interactions.

2021 81

Amazing Business Radio: Paul Reilly

Shep Hyken

Selling Through Tough Times. Utilizing Customer Experience as a Sales Tool. Shep Hyken interviews Paul Reilly, a professional speaker, sales trainer, and author of Selling Through Tough Times. They discuss how brands can provide value to their customers during uncertain times.

2021 93

Help Scout’s Step-By-Step Remote Hiring Process

Help Scout

While the opportunity to hire the best people anywhere in the world is incredible, hiring for a remote team does have its unique challenges.

2021 94

A Master's Guide to B2B: How Listening to Your Customers Can Grow Your Business

Speaker: Adam Dorfman, Head of Product Growth at Reputation & Michele Bettinazzi, Customer Experience Manager at PeakMade Real Estate

Improved marketing conversion, happy customers, and faster growth - that’s only three things that can be accomplished by just listening to your customers. Customer feedback is an extremely invaluable tool to keeping retention high, attracting new business, and improving the general operations of your business. The question is - how do you capture all this? Join Adam Dorfman, Head of Product Growth at Reputation & Michele Bettinazzi, Customer Experience Manager at PeakMade Real Estate, for this essential discussion on the ins and outs of brokering the optimal customer interaction.

10 Questions for B2C CX Leaders

Heart of the Customer

This is the first in a three-part series that explores critical questions CX leaders should be asking – and able to answer. There will be some overlap between B2C, B2B, and B2B2C issues, but I want to address each audience individually – starting here with B2C.

B2C 93

5 Reasons Why Phone Answering Service Is A Must For These 5 Industries

Magellan Solutions

These five industries can leverage phone answering service to optimize their core operations. Phone answering service is often overlooked for some businesses. Some may assign an in-house staff to man the phone to answer any incoming calls from customers and stakeholders.

2021 71

Leveraging Social Media For Customer Service & Competitive Insights

Doing CX Right

Listen to Madalyn Sklar, social media evangelist, explain how to enhance customer relationships, build communities, and gain competitive info. The post Leveraging Social Media For Customer Service & Competitive Insights appeared first on Doing CX Right. DoingCXRight®?

12 Top AI Conversational Platforms For 2021


Do you know what sets humans apart from other species? . It’s the brain. That’s right. The brain can understand language, emotions, the randomness of human nature. It responds to anything while taking care of these. .

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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!

5 Qualities You Need to Be a Great CS Ops Leader


So, you want to be a CS Ops Professional? Well, have you been paying attention to the job market? If so, you may have seen the recent uptick in interest and advertisement for positions as a Customer Success Operations Manager or Administrator.

2021 56

Virtual Receptionist Services Payment Package For SMEs

Magellan Solutions

How much do virtual receptionist services cost? How much does a virtual receptionist solution cost? Answering this is quite tricky because call centers not only charge different rates, but have unique pricing structures, plans, and billing models. .

2021 81

Reimagining customer loyalty in a digital world


Most of a company’s business comes from existing customers. Keeping those customers loyal to the brand at a time when there are so many alternatives to choose from is something every organisation is struggling with.

2021 52

I’ll Be Back! – How to Get Customers to Come Back Again and Again

The DiJulius Group

How do you get your customers to come back to you again and again? If you’re thinking about loyalty points, think again. According to Shep Hyken, customer service expert and author of I’ll Be Back: How to Get Customers to Come Back Again and Again, there are six steps you can take to design and.

2021 52

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!

The Book That Changed My Customer Service Career

Help Scout

This post is part of The Supportive, Mathew Patterson’s column for customer service professionals. Learn what The Supportive is , or browse through all of the posts from this series.

Books 67

The Real Cost of Outsourced Technical Support and Its Advantages

Magellan Solutions

How do you even calculate the cost of Outsourced Technical Support ? It goes without saying that technology is critical to the success of any modern organization.

2021 81

Digital Transformation in Customer Service – Navigating Security Threats (Part 4)


We’ve now reached the fourth and final part of our series exploring Digital Transformation in Customer Service.

2021 52

Alchemer University Teaches You How to Integrate Applications


Alchemer University launched?a a new program on September 30: Integrations. An Integration is a powerful connector that allows the Alchemer platform to work together with third-party platforms.

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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.