April, 2022

5 Tips for Being More Transparent with Your Customers

CX Accelerator

I can remember it well. I was in charge of a contact center a few jobs ago and we were having our second outage in as many days. After service had been restored, I got a call from a customer.

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Guest Post: Find Ways for Artificial Intelligence to Benefit Customers

Shep Hyken

This week, we feature an article by David Meerman Scott adapted from the new 8th edition of The New Rules of Marketing and PR to be released on May 3, 2022. He shares how organizations can use data and AI-powered tools to benefit customers.

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Top 10 Customer Service Stories of 2021

Shaun Belding

The Top 10 Customer Service Stories for 2021 This year’s Top 10 Customer Service Stories for 2021 is kind of special for us, as it represents a rebound from the previous year where positive stories were few and far between.

Detecting customer emotions with CallMiner

Callminer

Detecting emotions is hard. It is hard for machines because it is hard for humans. Read this blog to learn why it is so hard and why the CallMiner platform is one of the leaders in the space

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How to Optimize Your Contact Center: AI Tech for a Better CX

Speaker: Paul Weald, Contact Center Innovator

With the help of artificial intelligence and machine learning, you can streamline your contact center productivity and efficiency by reducing call wait times, monitoring customer sentiment and satisfaction, and providing better self-service options for all of your customers. Join us for this exclusive webinar with contact center innovator Paul Weald to learn more!

How to help customer service employees move away from scripts

Inside Customer Service

I recently had to contact technical support. My external hard drive was failing, and I wanted to recover the files. The rep clearly had to follow a script. Unfortunately, none of his scripted troubleshooting steps fixed the issue. Then, it got awkward.

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QUI QUOTE: Nobody raves about a company that meets customer expectations.

Bill Quiseng

QUI QUOTE: Nobody raves about a company that meets customer expectations. When you are working in customer service, you have been happy that your customers leave satisfied. You have sold them a product or service that meets their wants or needs. Or you solved their problem for them.

How to Use Visual Collaboration to Create Winning Customer Experiences

Totango

When it comes to creating winning customer experiences, consistency is key. Your customers should experience the same level of quality from your company at each stage of their journey and from each department in your organization.

10 Customer Service Stories of 2021

Shaun Belding

The Top 10 Customer Service Stories for 2021 2021 picked up where 2020 left off in terms of being a tough year.

What is Contact Center as a Service (CCaaS)?

Callminer

Contact centers are critical for customer experience, retention and acquisition strategies. But building and maintaining your own is a huge investment. Read this blog to learn the benefits of CCaaS

The Inner Circle Guide to Remote & Hybrid Contact Center Solutions

In this handy guide, learn everything you need to build your ultimate contact center—with no walls and no limitations. Empower your agents to serve your customers better, and from anywhere.

How to motivate employees to learn new customer service skills

Inside Customer Service

I once delivered the same customer service workshop over 200 times in a two-year period. Thousands of employees attended. Over time, I learned I could split the classes into three distinct groups: Motivated: Enthusiastic employees who were eager to learn.

Why CMOs should invest in their customer service teams

Adrian Swinscoe

At the end of Feb 2022, Accenture released a new research report called: End-to-Endless Customer Service. The research surveyed 2,030 service leaders, 13,327 B2C customers and […]. The post Why CMOs should invest in their customer service teams first appeared on Adrian Swinscoe

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The Day I Became a Customer Service Expert and Two Important Lessons?

Shep Hyken

“Find a job you love, and you’ll never work a day in your life.” . This line has been credited to Confucius, Mark Twain, Mark Anthony and others.

Customers Hate These 3 Things (and How to Avoid Them)

SixteenVentures

Disclaimer: The following assumes your customers are humans. Don’t get me wrong, customers dislike A LOT of things. But there are three things that elicit such a deep, visceral response that the only applicable word is hate. Strong word, but strong emotions.

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The New Digital Landscape for Next-Gen CX

Boost customer satisfaction across all digital channels with this stat-filled guide, which reveals the key ingredients you need to keep all of your customers satisfied.

Poor Internal Customer Service? Here’s What To Do

Shaun Belding

Internal customer service has become a hot topic over the last few years. It’s frustrating when you feel you can’t rely on your coworkers to do their part. Shaun Belding | www.beldingtraining.com. Shaun Belding: Author, Entrepreneur, Speaker - Keynote speaker and customer service blog. Internal Customer Service

How to improve service level in your call center

Callminer

Improving service level in your call center means aligning your technology and actions with your objectives. Read this blog to understand where you currently stand, what's needed to improve and more

How to gain customer service skills when you're not working

Inside Customer Service

It's hard to build customer service skills when you can't practice. Perhaps you're a student, in-between jobs, or transitioning into a new career. Whatever the situation, you want to practice the essential customer service skills that will help you succeed in your new job.

Expert tips on looking after the mental health of your contact centre employees

Adrian Swinscoe

This is a guest post from Julie Mcintosh, Chief Culture Officer at Kura, the largest independent outsourcer in the UK. Employee mental health is in the […]. The post Expert tips on looking after the mental health of your contact centre employees first appeared on Adrian Swinscoe

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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.

How to Deal with Customer Complaints: The Perfect Thing to Say

Shep Hyken

There are many ways to deal with complaints or angry customers. I’ve written a number of articles on the different ways to do so, and today I want to add an excellent technique. .

Responding to Customers with Positivity

ModSquad

A colleague shared an experience from their days in retail customer service: A computer-repair company had a customer whose hard drive crashed and caused them to lose everything. The customer was understandably upset and took out his anger on the store’s team.

A NEW CUSTOMER EXPERIENCE METRIC WHICH SHOULD BE EVERY COMPANY’S PRIMARY FOCUS

The DiJulius Group

The companies that don’t invest in CX have leaders who don’t understand the financial impact it can have. A customer satisfaction survey (which can include a biased sample of survey responses) or a customer loyalty program will not provide enough insight into this key metric.

Technical basics series: Bayesian inference 101

Callminer

All statisticians use Bayes’s theorem, even frequentists. What makes you a Bayesian is in how you interpret it. The CallMiner Research Lab breaks it down in this new blog

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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.

Lessons from The Overlook: Know when to leave

Inside Customer Service

Note: Lessons from The Overlook was a periodic update on lessons learned from owning a vacation rental property in the Southern California mountain town of Idyllwild. It was a hands-on opportunity to apply some of the techniques I advise my clients to use. This will likely be the last one.

Busting some CCaaS and CX technology myths – Interview with Vasili Triant of UJET

Adrian Swinscoe

Today’s interview is with Vasili Triant, Chief Operating Officer of UJET, the world’s first and only cloud contact center platform for smartphone era CX. Vasili joins […]. The post Busting some CCaaS and CX technology myths – Interview with Vasili Triant of UJET first appeared on Adrian Swinscoe

Guest Post: The Intersection of Engagement and Productivity

Shep Hyken

This week, we feature an article by Luke Jamieson, Regional Director at Centrical , the next-gen employee engagement and performance platform. He writes about the importance of engagement and employee experience to an organization’s productivity to business success.

Six Best NPS Software Solutions for 2022

Totango

The number of NPS software providers has proliferated as the importance of tracking Net Promoter Score (NPS) has been realized by a growing number of enterprises. This raises the question, how do you find the best NPS software solutions? In this guide, we’ll help you tackle this issue.

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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.