Thu.Jan 27, 2022

Is scoreless quality assurance right for your contact center?

Inside Customer Service

"Nope." The contact center agent shook his head as he scanned the quality assurance form. We had just sat down to review a call, and it wasn't going well. Nope," he said again. The call had been fairly good overall, but that's not what he focused on. The agent was fixated on the score.

Protected: Telecommunications CX: 5 Predictions for 2022

Uniphore

This content is password protected. To view it please enter your password below: Password: The post Protected: Telecommunications CX: 5 Predictions for 2022 appeared first on Uniphore. Blogs

CX 100
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Focus on Moments of Truth

Heart of the Customer

In every customer journey, there are interactions that matter more than others. Those moments can cause customers to leave you, or lead to stronger engagement, or make customers more expensive to serve.

Protected: BPO CX: 5 Predictions for 2022

Uniphore

This content is password protected. To view it please enter your password below: Password: The post Protected: BPO CX: 5 Predictions for 2022 appeared first on Uniphore. Blogs

CX 100

How to Work with Your Customer Success Team to Create a Great Product Feedback Experience

Speaker: Rebecca Notté, Product Operations Manager and Hannah Chaplin, Director of Product Marketing at Pendo

In this session, Hannah Chaplin and Rebecca Notté will detail the challenges of managing feedback between product and customer success teams and share their best practices on how to combat these challenges.

21 Best Call Center Interview Questions to Hire Top Talent

Fonolo

Finding your next great call center agent — someone who will help your contact center succeed— is no easy feat. Asking these call center interview questions will help you find the best agents to help the organization excel. Hiring the wrong agents can be detrimental and costly.

More Trending

Handling Sensitive Customer Data

SupportYourApp

According to Medium, an average company has 534,465 files containing sensitive customer information. The amount

67

SaaS Customer Success: Key Roles, Strategies, and Tools

Help Scout

One of the best steps any SaaS company can take to improve customer retention is an investment in customer success. Read the full article

Grow Your Business With These Branding Strategies

Customer Think

Introduction Are you running a business or just planning to kick-off in the near future? Whatever the status may be, you must be brainstorming to find out feasible and effective branding strategies. It’s because marketing is a vital element for helping you reach out to your target audience.

91

What is Customer Experience software?

SurveySensum

What is customer experience software? Why do you need customer experience software: Benefits. Must-have features of customer experience software. Why is SurveySensum the best customer experience software?

The Importance of Having Strong Decision Agility in Your Product Development Process

Speaker: Emily Tate, Managing Director at Mind the Product

In this talk, Emily Tate, Managing Director at Mind the Product will unpack how we can quickly make deeply-researched decisions on multiple topics that will positively influence your product development process.

Watch Out! We Are In Danger of Repeating the Same Mistakes We Did Last Year

Beyond Philosophy

The next wave of business change is Customer Science. Customer Science is the fusion of artificial intelligence (AI), customer data, and the concept of the behavioral sciences.

CRM 78

The 11 Best Help Desk Ticketing Systems for 2022

Help Scout

Keeping customers happy requires a well-functioning customer support strategy. The best way to get started is with a help desk ticketing system. Read the full article

73

Breaking barriers and building bridges: why great customer service demands internal collaboration

Customer Think

We live in the digital age. But that also means unprecedented levels of complexity. And when something inevitably goes wrong, it’s the customer service team that bears the brunt.

How do we feel about being called ‘women in tech’?

Inside Intercom

Here’s the thing about Women in Tech. For a movement that was created to address the lack of female representation in the industry, it can also play into many shallow debates, preconceived ideas, and harmful expectations.

How Customer-Centric Feedback Loops Can Evolve Your Product Process

Speaker: Nickey Skarstad, Director of Product at Duolingo

Join Nickey Skarstad, Director of Product at Duolingo, as she discusses why it’s important to actively gather customer feedback, how to build customer feedback loops into your product planning, the best ways to decipher different types of feedback, and different frameworks for how/when to apply feedback processes.

The Destructive Lack of Commitment in B2B Marketing

Customer Think

The beginning of the year is an appropriate time to take a stand about the payoffs of commitment in B2B marketing strategies. The beginning of the year is when a lot of B2B companies look at what they want to accomplish this year as a clean slate.

B2B 56

The Future of Omnichannel Retailing: Experts Weigh In

Aquire

When we’re thinking about the future of omnichannel retailing, the multi-billion dollar question is: what exactly are customers looking for? The answer? Well, it keeps changing as consumer expectations evolve.

We are in danger of repeating the same CX mistakes

MyCustomer Experience

WThe next wave of business change is Customer Science. Customer Science is the fusion of artificial intelligence (AI), customer data, and. 27th Jan 2022. By Colin Shaw Founder & CEO

How to Plan And Create a Winning Ecommerce Business Plan For Newbies

Customer Think

Embarking on a new business requires a plan. For an eCommerce startup seeking investors or partners, this is essential to lay out your intentions. Working through this ensures you have a complete understanding of the viability of the business and any potential obstacles.

52

Roadmaps Are Dead! Long Live Roadmaps!

Speaker: Bruce McCarthy, Co-Author of Product Roadmaps Relaunched and Founder of Product Culture

Join Bruce McCarthy, co-author of Product Roadmaps Relaunched, as he discusses the best ways to innovate your product roadmap. So that it reflects your customers’ needs while simultaneously and accurately communicating your products strategy and vision.

We Are in Danger of Repeating the Same Mistakes

MyCustomer Experience

WThe next wave of business change is Customer Science. Customer Science is the fusion of artificial intelligence (AI), customer data, and. 27th Jan 2022. By Colin Shaw Founder & CEO

PTO Benefits and What Does it Matter More in 2022

Customer Think

A lot of organizations offer paid-time-off benefits to their workers or employees. Getting compensated for not working is a remarkable benefit. Ask anyone who works as a cement finisher, carpenter, bricklayer, etc., who just gets paid when they work. PTO benefits can be packaged in many ways.

52

Improve Customer Satisfaction: 20 Strategies to Start Using Today

Aquire

Improving customer satisfaction is a primary focus for many companies. And with good reason. It can have a litany of positive effects for your business: everything from reduced customer churn and better customer loyalty, through to increased word-of-mouth marketing.

2022—Predicting the Winners and Losers in a Year of Reimagining Digital Commerce

Customer Think

E-commerce expert Alexander Graf predicts what will change—and what will remain the same—in the year ahead Brands have traditionally relied on selling to the likes of Walmart, Amazon or Sears.

Feedback: The Secret to Innovating Your Product Development Process

Speaker: Liz Love, Chief Commercial Officer at ProdPad

Join Liz Love, Chief Commercial Officer at ProdPad as she details how product feedback can improve your product development process while mitigating stakeholder conflict, constant feature requests, failed launches, unexpected outcomes, unhappy users, and complexity.

How to create a robust knowledge management strategy? – A complete guide

Knowmax

The post How to create a robust knowledge management strategy? – A complete guide appeared first on Knowmax. KM Software Knowledge Base km strategy knowledge management strategy knowledge management strategy framework

52

Common Challenges to Resolve with Insurance Broker Software

Customer Think

As the insurance industry is undergoing a massive transformation, the process of selling is also evolving. However, adapting to the dynamic market environment can be rather challenging.

How to Use Data for Marketing Without Getting Overwhelmed

SugarCRM

More than a decade ago, the world hit a point where the amount of data created across the globe in just two days equaled the amount of data produced from the beginning of civilization to around 2003. In 2020, an individual’s average amount of data created every second was 1.7 megabytes.

ClearSale Expands Chargeback Protection with Acquisition of ChargebackOps

Customer Think

International fraud solution provider buys Utah technology company for $3.6M.

How a Strong Customer Engagement Strategy Can Improve the Usability of Your Product

Speaker: Hannah Chaplin, Director, Product Marketing at Pendo and Esther Edel, Product Operations Analyst at Pendo

Join Mobile expert Hannah Chaplin as she shares best practices and real examples to help you improve your mobile apps with in-app guides.