Sat.Jul 17, 2021 - Fri.Jul 23, 2021

7 Knowledge Management Best Practices That Drive Great Customer Service

Jacada

Why are so many knowledge bases inefficient to use when contact centers invest so much money in them? How can organizations more effectively direct customers to the knowledge they’re looking for?

2021 52

How to Engage Customers on Instagram

Conversocial

It’s a platform built for consumers to follow, engage and connect with their favourite brands. Of the 1bn monthly active users, 90% of them follow at least one business, with 200m+ business accounts being visited every day.

2021 56
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5 Common Customer Support Inefficiencies & How to Solve Them

Solvvy

If there’s one thing that makes managers’ and owners’ skin crawl, it’s inefficiency. Business leaders are constantly on the prowl to find ways to reduce expenses, improve profits and get their entire team to work smarter.

2021 62

Customer Experience for Insurance Providers Requires a Human Touch

Alida

Eighty-five percent of insurers are deploying customer experience (CX) initiatives throughout the customer journey, according to an IBM study. Yet, 42% don’t fully trust their insurer. So, why aren’t current CX efforts building trust?

2021 130

Top 5 Reasons to Move to the Cloud

Hybrid or 100% cloud? The choice is yours. With comprehensive security, unmatched scalability, cost certainty, and guaranteed reliability, a cloud-based contact center solution will serve your customers 24/7 without the operational headaches and cost issues of an on-premise solution. Download Enghouse's eBook today and learn the top reasons you should move to the cloud!

Overcoming the Challenges of Medical Device Support

TechSee

In the medical technology field, manufacturers must provide medical device support for their products across a wide range of settings, including hospitals, urgent care centers, physicians’ offices, nursing homes, mobile units, and even individual homes.

2021 109

More Trending

Building a Customer-Oriented Company: Strategies & Examples

Help Scout

Being “customer-oriented” boils down to one idea: helping people. As simplistic as it sounds, this ethos is the key to making it work as an organization.

2021 60

5 Steps to Building a Seamless Customer Experience

Alida

A seamless customer experience gets delivered when you answer the questions your customer is asking. It’s as simple as that. Getting there, however, takes a lot of work. Customer Experience

2021 130

How to Structure Your Customer Success Team

Totango

What makes a sports team successful? Excellent athletes who work together on both offense and defense to win the game. A good pitcher alone won’t win a baseball game.

2021 62

Amazing Business Radio: John Ball

Shep Hyken

The End-to-End Customer Experience. Improving CX through Customer Workflows. Shep Hyken interviews John Ball, the Executive Vice President and General Manager of Customer Workflows at ServiceNow.

2021 64

Plugging Your Community Into the Customer Lifecycle

Speaker: Nichole Devolites, Customer Experience Expert, SecureAuth

Customer experience professionals understand the importance of both creating and maintaining easily available programs that improve CX. Nichole Devolites is joining us for a webinar on July 27th at 12 pm EDT to discuss how CX professionals can integrate and connect their communities with the customer lifecycle. Register today!

The Age of Online Communities: How to Create Branded Communities and Why You Should Bother

CSM Magazine

Henry Spitzer, VP of Sales at Lusha explains how community building is a powerful and cost-effective way to increase retention by creating a central destination for users to find support, advice and best practices. The Bare Basics.

2021 52

3 Ways Employee Disengagement Is Hurting Contact Centers

Jacada

Employee disengagement is rampant in contact centers. Imagine a fire department where two-thirds of the firefighters on duty weren’t ready to respond to a call. How about a restaurant where two-thirds of the wait staff weren’t talking to patrons.

2021 52

Is Customer Experience Really The New Marketing? Join The debate!

Beyond Philosophy

In a discussion that echoes the age-old chicken vs. egg conversation sentiment, we engaged in a debate. After meeting a fellow Customer Experience proponent on a new social media platform called Clubhouse, we invited author and speaker Stacy Sherman to debate.

2021 95

5 Top Customer Service Articles of the Week 7-19-2021

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. Should the Chief Experience Officer Cease to Exist? by Mary Drumond.

2021 63

5 Reasons to Consider Managed Services for Cloud Contact Centers

Learn how cloud-based solutions and a managed services approach can reduce costs. Give your contact center the flexibility and scalability it needs to meet ever-changing demands!

Embrace Multi-Channel Messaging for High-Quality Customer Service

CSM Magazine

With brands facing increasing competition for the attention of consumers, providing the best possible customer service has never been more important. Not only is it vital to keep customers informed, but it is also critical that businesses make it as easy as possible for consumers to reach them.

Why Contact Centers Should Test Bi-Directionally for Voice Quality

Cyara

According to this recent Qualtrics study that examined more than 2,000 consumers, 100 contact center agents, and thousands of customer journeys, it only takes one interaction with a contact center to change how 78% of consumers feel about a company… permanently. That’s it. A single interaction.

The Curse of Knowledge Can Derail Innovation

Customer Enthusiast

I heard a story on the Manager Tools podcast that stuck with me. In the late ‘70s the chairman of Sony Corp., Akio Morita, noticed a lot of young people walking around carrying a boom box on their shoulder during a visit to New York City.

Guest Post: How to Use an LMS for Employee Skill Development

Shep Hyken

This week we feature an article by Ehsan Memari, a blogger for SkyPrep. He writes about how using a learning management system (LMS) expedites employee skill development in your organization. We are in the middle of a skills gap crisis.

2021 59

The Forrester Wave™: B2B Marketing Data Providers, Q2 2021

In our 24-criterion evaluation of B2B marketing data providers, we identified the 11 most significant vendors — Data Axle, Dun & Bradstreet, Enlyft, Global Database, InsideView, Leadspace, Oracle, SMARTe, Spiceworks Ziff Davis, TechTarget, and ZoomInfo Technologies — and researched, analyzed, and scored them. This report shows how each provider measures up and helps B2B marketing professionals select the right one for their needs.

Chatbot vs. Live Chat: Which is Better for your Customer Service?

Comm100

Customer service has long been a slow-moving piece of the broader business landscape, and it’s not hard to see why: business owners are reluctant to experiment with customer service channels they’re unfamiliar with.

2021 52

How Customer Listening Assessments Create Better CX

Experience Investigators

How Customer Experience Maturity Develops. There is a natural arc to how an organization matures when it comes to customer experience. Let’s look at a common example scenario: First, it starts with an idea: customers are important! We should pay more attention to them.

2021 65

8 Red Flags Of Hiring Philippines Virtual Assistant

Magellan Solutions

Look out for these red flags when hiring Philippines virtual assistant. Hiring a Philippines virtual assistant is becoming a norm for businesses across the globe. As this provides the necessary support any business owners may need.

2021 52

Best Zoho Survey Alternatives & Competitors

ProProfs Chat

Zoho Survey is a popular survey creation tool that helps you create a reliable and actionable survey in minutes. It has all the features required to create a basic survey.

2021 52

4 AI Hacks to Make Sales Teams More Efficient

Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data. Read on to learn the four AI hacks sales teams need to improve their performance. Download the eBook today!

Rules of Engagement for Customer Success and Sales: Considerations and Examples

ChurnZero

Setting rules of engagement saves your team time, money, and energy. By creating healthy boundaries, Customer Success and Sales don’t have to spend their days assessing and arguing over every expansion situation.

2021 52

The Two Key Skills to Hire For in Customer Service Roles

CSM Magazine

Omer Molad, Co-founder and CEO at Vervoe believes that by doing your due diligence and choosing an appropriate skills test, you can determine if candidates possess the right levels of empathy and resilience.

2021 52

Why Most Patient Care Services Telemarketing Spam Their Customers

Magellan Solutions

How Care Services Telemarketing Spam Happen. There has been a steep rise in fraudulent robocalls targeting patients on a local, regional and national scale. . Perpetrators call from what looks like local phone numbers. They claim to be from a patient’s healthcare provider.

2021 52

7 Books that changed our lives, will they change yours? – Essential summer reading

Beyond Philosophy

It’s summer reading season. Today, I will share seven books that are an essential summer read for anyone in business. I hope that these books will make the same impact on you that they did on me.

2021 78

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.