Inside Customer Service
OCTOBER 20, 2022
"Who was it?! Who's making us look bad?!" The employee was furious at her coworkers, and she let everyone in the customer service training class know it. I was facilitating the class. The night before, I had completed a mystery shop on five random employees at the client's request.
ClientSuccess
OCTOBER 18, 2022
As the importance of customer success – and the role of customer success managers – has grown over the past few years, more and more responsibility is falling into the laps of CSMs.
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Callminer
OCTOBER 27, 2022
A solid core of loyal customers is essential to any growing company. Read on for our list of strategies to improve CX and boost retention
Adrian Swinscoe
OCTOBER 31, 2022
This is a guest post by a Graeme Meikle, a Senior WFM Consultant and Project Manager for Calabrio. Despite a rise in digital interactions, the phone […]. The post UK consumers say it’s good to talk but are contact centres really listening? first appeared on Adrian Swinscoe
Shawn Phillips
OCTOBER 12, 2022
Visualize, monitor, and manage your journeys with a customized metric designed around your needs, your organization, and your customers
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Inside Customer Service
OCTOBER 6, 2022
Average handle time, or AHT, is an important metric in contact centers. It measures the average length of a call. Many contact center leaders track AHT closely because shaving even a few seconds off the average call could allow the contact center to handle more volume without adding staff.
Experience Investigators
OCTOBER 4, 2022
Happy Customer Service Week and CX Day, 2022! Customer Service Week is all about Celebrating Service. And we’re celebrating customer experience (CX) on October 4th with CX Day’s theme: CX Drives Success.
Callminer
OCTOBER 24, 2022
In CallMiner’s continued work with mortgage lenders and financial institutions, we’ve identified four key use cases for conversation intelligence technology. Read this blog for more
Adrian Swinscoe
OCTOBER 10, 2022
This is a guest post from Julie Mcintosh, Chief Culture Officer at Kura, the largest independent outsourcer in the UK. The mental well-being of your employees […]. The post Contact centres: How to look after your employee’s mental health first appeared on Adrian Swinscoe
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Shawn Phillips
OCTOBER 12, 2022
Show business impact quickly by mplementing a closed loop feedback system. You probably already have the tools you need to get started
Lumoa
OCTOBER 20, 2022
It’s no secret that customer experience is key to a company’s success. But what may be surprising is that as businesses compete more and more for customers, customer experience is becoming the new competitive battleground. . What does this mean for companies?
TeamSupport
OCTOBER 4, 2022
A customer can expect everything from the ordinary to the seemingly impossible. But whether or not a customer is asking you to take them to the Moon or provide a simple reporting apparatus, your business needs to be able to meet their expectations in at least some manner, or risk the consequences.
Totango
OCTOBER 12, 2022
Recent years have seen an astonishing rise in the popularity of subscription-based products and services. The world of ownership is being replaced by Spotify, Hulu, Amazon Prime, and a host of other on-demand services.
Speaker: Sneha Narahalli - VP, Head of Product at Sephora
In this webinar, Sneha Narahalli, Head of Product at Sephora (Digital, Data & MarTech), will give you an iterative method for identifying and developing Product Market Fit.
Callminer
OCTOBER 31, 2022
Read this blog for seven tips and best practices for improving CX in the contact center
Adrian Swinscoe
OCTOBER 4, 2022
As we approach the end of the Summer and head into Autumn, here in the Northern hemisphere, many gardeners will be starting to think about getting […]. The post In times like these, customer service leaders can learn a lot from gardeners first appeared on Adrian Swinscoe
Doing CX Right
OCTOBER 2, 2022
David Wachs, CEO of Handywritten, explains how to enhance and nurture customer relationships through a personalized tactic that really works for business growth and retention. The post Creating Memorable & Personalized Customer Experiences At Scale appeared first on Doing CX Right.
CSAT.AI
OCTOBER 19, 2022
Phrase based models use natural language processing (NLP) and machine learning which allow AI to derive meaning from human language. This is a powerful customer service technology in multiple ways. The Power of NLP.
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The Belding Group
OCTOBER 19, 2022
An outward focus, defined simply, is placing the needs of other people at a higher priority than our own. The classic example is the story of Sir Walter Raleigh. Shaun Belding | www.shaunbelding.com. Workplace Tips
The DiJulius Group
OCTOBER 24, 2022
“If you had hard times in your family, would you ever consider laying off one of your children?” ” asks Charlie Kim, founder & Co-CEO of Next Jump. Next Jump is an employee discount platform, used by over 70% of the Fortune 1000 to help their employees save money.
Callminer
OCTOBER 18, 2022
Join us for LISTEN in Miami, Oct. 31 - Nov. 2, to hear about our product roadmap and how we're supporting experience management use cases, including customer, product and brand experience
Adrian Swinscoe
OCTOBER 25, 2022
Today’s interview is with Prashanth “PVK” Krishnaswami is the head of market strategy and thought leadership for the CX product group at Zoho. Prashanth joins me […]. The post The killer combination: Customer success, happiness and the right technology – Interview with Prashanth Krishnaswami of Zoho first appeared on Adrian Swinscoe
Speaker: Nathan Hart, Mary Kane & Imran Mohammed
Join The Northridge Group for an exploration into how a data-driven root cause analysis of Contact Center First Contact Resolution (FCR) issues can lead to actionable insights to resolve FCR problems, improve Customer Experience, and reduce costs!
Execs In The Know
OCTOBER 30, 2022
On October 24-26, Execs In The Know proudly welcomed approximately 200 leaders from across the customer experience (CX) spectrum to beautiful Coronado, California, for Customer Response Summit (CRS) Coronado.
Ameyo Callversations
OCTOBER 28, 2022
Search “customers hate irrelevant messaging” and you will find tons of studies going back as far as 2012 warning businesses how aggressive marketing is hurting them.
Zonka Feedback
OCTOBER 18, 2022
The Net Promoter Score is the most popular CX metric that businesses across the globe use to measure customers’ loyalty. It can be measured using an NPS survey that enables customers to rate their experiences and also share the reason for their scores. Customer Feedback
Customer Think
OCTOBER 15, 2022
Whether you’re just getting started with content marketing or you’ve been at it for awhile, it’s important to have a variety of content in your arsenal. However, it isn’t useful to generate content without a serious intention – especially when it comes to the B2B market.
Speaker: William Haas Evans - Principal Consultant, Product Strategy Practice Lead, Kuroshio Consulting
In this webinar, we'll explore product strategy obstacles and present practices to overcome them while driving clarity and alignment across your executive team.
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