Sat.Oct 30, 2021 - Fri.Nov 05, 2021

Prepping Your Contact Center Team for the Holiday Season

Stella Connect

Black Friday is approaching fast. It’ll be off to the races as customers flock to your business with money ready to be spent throughout the holiday season, but with this all-out blitz of consumer spending also comes the inevitable: angry customers.

5 Benefits From Outsourcing Customer Service

Call Experts

Outsourcing customer service is one cost-effective way to improve the service quality that your company offers, particularly if you are just starting or your business is creating too much pressure on your existing customer service team.

2021 83
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How to Transform an Angry Customer into Brand Evangelist

The DiJulius Group

Are you feeling the pressure of high customer demands? Customer service is on the decline, and now is the time to stand out. To differentiate yourself from the competition, you must anticipate your service defects and put protocols in place to make it right.

2021 87

Three Steps to Align Your CX Program Goals with Business Initiatives

InMoment XI

Has your customer experience (CX) program matured or just begun? Or is it somewhere in the middle? No matter where you’re at, CX program goals need consistent tweaking to be aligned to greater business initiatives.

2021 366

AI Insights Playbook––Understand Your Customer Experience To Improve It

The biggest challenge facing Contact Centers is understanding what customers expect. With today’s changing customer expectations, dynamic market realities and aggressive competitors, organizations must understand where they are successful and where they fall short. Download this eBook to learn how you can improve your customer experience with the help of Artificial Intelligence.

Guest Post: Are Customer Surveys the Best Way to Receive Feedback About Your Brand?

Shep Hyken

Jacob Borgeson is the Product Marketing Director at Khoros where he helps brands understand how communities can help their businesses. He shares the challenges and limitations of using surveys to gather feedback about customer experience.

2021 98

More Trending

Spotlight on our Penang Center of Excellence, the “Silicon Island of the East”

Clarivate

In March 2020, a new Clarivate Center of Excellence (CoE) opened in Penang, Malaysia, to provide sales and support to global customers. It’s one of three Clarivate CoEs that deliver world-class services, with the other two based in Chandler, U.S., and in Belgrade, Serbia.

2021 83

4 Reads That Will Help You Prove CX ROI

InMoment XI

At the end of the day, investing in customer experience (CX) is about more than just the score. Sure, it’s great to see a boost in CX metrics like NPS , CSAT , and CES , but what really drives impact? Creating tangible value for your business—and that means proving that sometimes elusive CX ROI.

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When Your Customer Experience Hits a “Bump in the Road”

Shep Hyken

One of our faithful subscribers sent in a question. While he’s in the hospitality industry, this could apply to any type of business. There have most likely been times that many of us have fallen short in taking care of our customers. It could be an isolated incident, which is easy to fix.

2021 111

Creating Customer Personas: Solutions to 4 Common Challenges

Experience Investigators

Creating customer personas is an important part of any customer journey mapping exercise or really any customer experience management program. But what are they, really? How are they created?

2021 83

100 Pipeline Plays: The Modern Sales Playbook

For the first time, we’re sharing the winning plays that took us from scrappy startup to a publicly traded company. Use our proven data-driven plays to grow your pipeline and crush your revenue targets.

Q&A with Aruba: How We Scaled Our Customer Engagement Strategy

Totango

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? Well, if you’re Aruba, you go digital.

2021 94

3 Valuable Considerations for Omnichannel Transformation

Upstream Works

When it comes to adopting new technology, contact centers prefer easy transitions with minimal impact on continuity. This is fine for routine updates of existing technology, but this is not sufficient for legacy-based contact centers as they try to keep up with digital-first customers.

5 Employee Recognition Program Examples to Try in Your Call Center

Stella Connect

Customer service is only successful with a lineup of agents who feel motivated and engaged — use employee recognition program examples to understand how you can appreciate your customer service team for its efforts.

CX Success Stories – Joy, Research Analyst

Daniel Group

Joy, Research Analyst, The Daniel Group. Joy, long-time Research Analyst at The Daniel Group, discusses the power of conversation and how The Daniel Group surveys invite engagement. Complete transcript. Yes, Bob. Well, we certainly appreciate the feedback. Oh, you’re welcome.

2021 82

Your Guide to Using Conversational Marketing to Drive Demand Generation

What is conversational marketing really about? This guide will examine the market forces at play, shifting buyer trends, how to leverage conversation marketing, and the tactics involved in adopting it for a B2B demand generation strategy.

Net Promoter Score Question Best Practices: How to Ask Them and How to Follow Up

Totango

The Net Promoter Score question provides one of the most effective tools for predicting customer loyalty and brand advocacy. It reflects both how enthusiastic customers are about your brand and how likely they are to recommend you to others.

User Experience Surveys: 10 Questions to Ask

ProProfs Chat

74% of people are likely to return to a website if it is mobile optimized. 40% of people abandon a website that takes more than 3 seconds to load. User experience (UX) can make or break a brand identity.

Remembering the extraordinary life of Dr. Henk F. Moed (1951-2021)

Clarivate

We at the Institute for Scientific Information are deeply saddened to hear of the passing of Henk Moed, our friend and mentor.

2021 87

7 ways to fail at NPS Survey

SurveySensum

Recently, I received an NPS survey 15 minutes after I bought the product! I haven’t even used it yet! I don’t even know how useful it’d be for me! It might be a great product, but I don’t know it yet. . So, 15 minutes after the purchase is certainly NOT the RIGHT TIME to send an NPS survey!

NPS 69

Driving Business Value with Contact Center and UC Integration

With the growth of hybrid work models and work from home, one thing is more important than ever: integration. But, how are companies leveraging it - both technically and operationally? In this whitepaper, you’ll get in-depth insight into how companies are utilizing integrated platforms in their day-to-day operations, and which success metrics they are measuring. Download your copy now to discover how companies are future-proofing their contact centers as they adapt to remote and hybrid workforces.

Net Promoter Score Question Best Practices: How to Ask Them and How to Follow Up

Totango

The Net Promoter Score question provides one of the most effective tools for predicting customer loyalty and brand advocacy. It reflects both how enthusiastic customers are about your brand and how likely they are to recommend you to others.

CX Prediction 2022.3 — From Data Collection to Data Action

SurveyGizmo

This is part 3 in a 5-part series. Please download our CX Predictions for 2022 ebook for our full report. CX Lags Behind. Many Customer Experience (CX) teams lack the data integration of their Sales and Marketing counterparts.

2022 75

Personal Finance Case Study: LendingTree Grows Customer Engagement

Blueshift

There’s a reason why personal finance is called just that — because, well, it’s personal. Especially as customers take big steps such as applying for a loan, they want to be sure that they can really trust the companies supporting them through the process.

2021 81

The Daniel Group Announces One Million B2B Customer Feedback Surveys

Daniel Group

November 5, 2021. The Daniel Group Announces One Million B2B Customer Feedback Surveys. The Daniel Group is pleased to announce that it has completed more than a million B2B Customer Feedback Surveys.

B2B 72

LinkedIn + ZoomInfo Recruiter: Better Data for Better Candidates

Check out our latest ebook for a guide to the in-depth, wide-ranging candidate and company data offered by ZoomInfo Recruiter — and make your next round of candidate searches faster, more efficient, and ultimately more successful.

Net Promoter Score Question Best Practices: How to Ask Them and How to Follow Up

Totango

The Net Promoter Score question provides one of the most effective tools for predicting customer loyalty and brand advocacy. It reflects both how enthusiastic customers are about your brand and how likely they are to recommend you to others.

CX Prediction 2022.1 — Brand Loyalty Rebooted

SurveyGizmo

This is part 1 in a 5-part series. Please download our CX Predictions for 2022 ebook for our full report. COVID killed brand loyalty. How will we bring the mojo back in 2022? Brand loyalty took a nosedive during the pandemic with 75% of consumers trying a new shopping behavior since COVID started.

2022 62

5 SmartHub CDP Features to Enhance Your eLearning Marketing Strategy

Blueshift

Back in May, we shared the four essential campaigns for eLearning marketing to acquire new students, boost enrollment and engagement, and help students continue to pursue their online education goals.

2021 81

Top HR Influencers you must follow now!

SurveySparrow

2020 was a tough year for everyone. People lost jobs, companies lost incredible talents, and everything came to a standstill. It’s great to see 2021 not being the same. The job market has picked up again which makes hr influencers really important folks.

2021 83

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!