Inside Customer Service
AUGUST 26, 2021
Advanced techniques are one of the top requests I receive as a customer service trainer. Many people feel the basics are, well, too basic. If that's you, I have five advanced techniques to share. But first, a word from our sponsor: basic skills. The basic skills never go out of style. Customer service professionals who master the basics will always do well.
Fonolo
AUGUST 26, 2021
Last year, COVID-19 shifted many call center environments to new models. Nation-wide lockdowns forced many call center companies to either shut down or adapt to a work-from-home model. Despite the pandemic, one thing is certain. Call centers provide a vital service to customers worldwide. An overwhelming majority (76%) of customers prefer phone communication with customer service representatives, as it often provides an immediate solution compared with live chat, email, and social media channels
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Myra Golden Media
AUGUST 26, 2021
It might surprise you to know I don’t want customer service specialists to apologize to customers. Before you respond to that, let me say that I see apologizing and saying “I’m sorry” as two different things. Today, I’m breaking down what the research says about apologizing, and I’m giving you phrases for expressing “sorry” and empathy.
Beyond Philosophy
AUGUST 26, 2021
Customer Experience is having challenges. Research over the last few years points to a lackluster performance for return on investment. Unfortunately, the problems are not with the concept of putting the customer at the center of everything you do but instead of people not focusing on the right things and calling it “Customer Experience.” So today, we are going to cover the five rules to guarantee a Return on Investment.
Advertisement
Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Logicalware
AUGUST 26, 2021
There has been a deluge of research exploring how customer behaviour has changed during the pandemic. So in this blog, I thought I’d share some of the most interesting UK, EMEA and global insights I’ve seen in relation to customer behaviour, experience and interaction. Customer priorities have changed. Let’s start with a core observation. Human behaviour emerges from our responses to the challenges and opportunities in life.
Customer Think
AUGUST 26, 2021
Creating a global digital ecosystem specifically designed for SMBs.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
MyCustomer Experience
AUGUST 26, 2021
HHow COVID Has Shifted the Contact Center RFP Timeline Decision making got a whole lot more difficult in the wake of the pandemic, didn’t it. 26th Aug 2021. By BlueOceanContactCenters.
Zonka Feedback
AUGUST 26, 2021
In a world where business success is primarily associated with excellent customer experiences, the term Voice of Customer isn’t new anymore. Voice of Customer refers to the opinions and preferences of customers, which need to be actively captured for businesses to be able to meet customer demands and stay competitive in the market. It enables businesses to offer products and services that would sell and also build experiences that would bring in new customers and retain the existing ones.
Aquire
AUGUST 26, 2021
Businesses are always looking for ways to grab the customer’s attention, especially in an era of digital information overload. This need to satisfy customers has given rise to new approaches that aim to improve the customers’ experience: personalization vs customization. But do they actually mean the same thing? Or are they two entirely different concepts that need to be treated separately?
The DiJulius Group
AUGUST 26, 2021
The lifeblood of any business is repeat and referral customers. The way that you get those is through creating an ultimate customer experience. How do you do that exactly? Scott McKain, author and member of the Speakers Hall of Fame and the Sales and Marketing Hall of Fame, explains that in order to do this, Read Full Article. The post How to Create the “Ultimate Guest Experience” with Author Scott McKain appeared first on The DiJulius Group.
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.
MyCustomer Experience
AUGUST 26, 2021
HHow COVID Has Shifted the Contact Center RFP Timeline Decision making got a whole lot more difficult in the wake of the pandemic, didn’t it. 26th Aug 2021. By BlueOceanContactCenters.
Lightico
AUGUST 26, 2021
By now, if your bank still views Fintech companies and Neobanks as a new breed of competition, you may have missed a pretty important memo — a few hundred million memos that is. Fintech services and Neobanks have been established for many years now and have risen up to take on traditional banks and they’ve done so smartly, recognizing wide and gaping gaps in the service and experience that today’s customers have demanded for some time.
MyCustomer Experience
AUGUST 26, 2021
MModern banking is a very different beast to what was the norm 15-20 years ago. Since the mid 1990s the total number of brick and mortar. 26th Aug 2021. By Steve Davies Marketing and Communications Manager.
CallCare
AUGUST 26, 2021
According to Forbes, 96 per cent of customers believe customer service plays an important role in their choice of loyalty to a brand. For this reason, being able to measure how successful your business is in providing a good customer experience is essential. Only once you are able to assess this aspect of business performance will you be able to improve on it with the aim of enhancing customer journeys, increasing sales and making larger profits.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
Qualtrics
AUGUST 26, 2021
Foster a culture of inclusion at your organization with these actionable steps. It’s better for your people – and your business. Looking for ways to design inclusion into your everyday work life, but not sure how to get started? We’ve taken a closer look at what it means for a workplace to be inclusive (and diverse), the benefits of fostering inclusion at work, as well as shared some practical tips for designing an inclusive workplace – advice you can take action on today.
SugarCRM
AUGUST 26, 2021
A successful webinar is exciting. Webinars are the second most effective content marketing tactic (64%) and are an effective way to share information and reach a high number of audiences while keeping costs at bay. With the ability to breathe new life into static content, they’re a high form of content marketing. But it also takes a successful plan to knock your presentation out of the park and ensure that your webinars don’t go unnoticed.
MyCustomer Experience
AUGUST 26, 2021
5Customer Experience is having challenges. Research over the last few years points to a lackluster performance for return on investment. 26th Aug 2021. By Colin Shaw Founder & CEO.
Intercom, Inc.
AUGUST 26, 2021
This month marks the 10th anniversary of Intercom. A decade ago, a small group of friends — our co-founders Eoghan McCabe , Des Traynor , David Barrett , and Ciaran Lee — realized that the impersonal, transactional way of doing online business just wasn’t cutting it for customers anymore. Intercom was born out of a desire to make internet business personal.
Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney
Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib
MyCustomer Experience
AUGUST 26, 2021
5Customer Experience is having challenges. Research over the last few years points to a lackluster performance for return on investment. 26th Aug 2021. By Colin Shaw Founder & CEO.
Ameyo Callversations
AUGUST 26, 2021
Contact centers make the spine of your customer experience. Any piece that you miss in the contact center eventually disturbs the experience for the customer. Over the last few years, AI and digital transformation have evolved some new trends, and contact centers fall under that transitioning verticals. As a result, customer expectations are growing/evolving and becoming more demanding in the context of customer services.
Execs In The Know
AUGUST 26, 2021
On August 19, Execs In The Know facilitated an Executive Virtual Roundtable session dedicated to discussing omnichannel customer care, with an emphasis on discussing key metrics as well as current challenges. The session was well attended by more than two dozen customer experience leaders and included a special case study by satellite television provider, DISH Network, and was hosted by one of DISH Network’s key suppliers.
Zendesk
AUGUST 26, 2021
In 2015, when McKinsey started its annual survey on women in the workforce , the numbers said it would take 100 years to reach equity. Every year since, there have been incremental gains—until COVID-19 threatened to wipe out many of those gains. Femily , Silicon Valley’s gender advisor, interviewed McKinsey partner Jess Huang in a panel titled “ 2020: A Pivotal Moment for Women in the Workplace ” for the 2021 SXSW virtual conference.
Speaker: Keith Kmett, Principal CX Advisor at Medallia
Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the
Aquire
AUGUST 26, 2021
Customer experience managers around the world understand the importance of focusing on customer relationship optimization. But what many miss is that customer experience extends far beyond the sale. To truly optimize your customer relationships, you must analyze every interaction they have with your brand, and look at how you can do them better. That way, you significantly increase customers’ lifetime value, drive customer loyalty, improve retention, and encourage referrals. .
Sprinklr
AUGUST 26, 2021
You’ve worked hard to build up your brand — expanding your marketing outreach and experimenting with new channels to engage with your audience and boost brand recognition and awareness. But, it’s important for brand teams to remember: if your messaging isn’t following your brand compliance guidelines, it can do more harm than good. Don’t let all of your hard-won creatives go to waste because of a costly, easily preventable mistake.
Zendesk
AUGUST 26, 2021
At Zendesk, we believe a key component of providing great customer experiences includes ensuring your agents are armed with the right tools and processes to deliver them. But with conversation volume increasing by more than 20 percent year over year , over a growing number of channels, support teams are struggling to keep up. As a result, businesses increasingly turn to AI to provide faster and more reliable service and make teams more efficient.
Expert insights. Personalized for you.
175 
Let's personalize your content