August, 2021

Customer Service Lessons from a Snake Farmer

Shaun Belding

Customer Service Lessons From a Snake Farmer The very foundation of outstanding customer service, as well as successful selling, is the willingness and ability to be truly interested in each customer you meet.

Multimodal User Experience Design Best Practices

Uniphore

Alexa, Siri, Google Assistant—virtual assistants have transformed how we interact with technology and what we expect from it.

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How to Create Customer Loyalty

The Belding Group

How to Create Customer Loyalty “How do you create customer loyalty?” ” It’s a question I’m frequently asked. It’s a great question, the answer to which is most often ignored when organizations are developing their business strategy. Don’t get me wrong.

What’s stopping you from achieving simplicity in your contact centre?

Adrian Swinscoe

The major barriers to simplification are closer to home than you may think. An effective strategy starts at the top. In this guest post, Ross Daniels, […]. The post What’s stopping you from achieving simplicity in your contact centre? 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 customer service employees can survive a bad boss

Inside Customer Service

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. "We We have totally lost control."

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How to Develop a Customer Service Strategy for Your Contact Center

Fonolo

No matter how great your product or service is, the success of your contact center largely depends on the customer service you provide. Ultimately, if customers don’t have a good experience, they’re likely not going to call back.

The True Cost of Employee Disengagement in the New Normal

Uniphore

Demanding callers. Complex processes. Impossible expectations. These are some of top contact center pain points driving employee disengagement today.

The Power of Silence

The Belding Group

Harness the Power of Silence One of the most powerful communication skills you can harness is the power of silence. Professional salespeople have known the power of silence for years, with silence being the magic ingredient to closing sales. The same is true in negotiation and leadership.

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Over 100 million reasons why conversational customer service is the way forward

Adrian Swinscoe

When I spoke to Mads Fosselius, Founder and CEO of Dixa, in February of last year, we talked about the emergence of a conversational age of […]. The post Over 100 million reasons why conversational customer service is the way forward first appeared on Adrian Swinscoe

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.

Five advanced customer service techniques to raise your game

Inside Customer Service

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.

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Changes in Attitudes…

Taylor Reach Group

By Colin Taylor. Last spring when the Covid19 pandemic began, companies were forced to make many changes to how they operated. With the offices closed, they sent their agents to work from home. This was a learning experience for the center leadership, the company, and the agents.

23 experts share their favorite call center ideas

Callminer

We share input from business leaders and call center experts on the most impactful call center innovations that can transform your call center KPIs, processes, and improve results

Alliander Uses Visual IVR to Improve Millions of Interactions

Uniphore

Alliander Uses Visual IVR to Improve Millions of Interactions. With more than 3 million utility customers, the Dutch utility provider Alliander is constantly inundated with customer queries.

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.

Your Opinions

The Belding Group

Be Careful With Your Opinions Opinions. Sometimes they’re based on facts, sometimes on experience, sometimes on misinformation, and sometimes they’re based on nothing at all. Opinions are everywhere and we all have them.

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What do immersive VR, empathetic interactions and stand out customer service have in common? – Interview with Monika Jo of Mursion

Adrian Swinscoe

Today’s interview is with Monika Jo, Director Of Communications at Mursion, a virtual reality platform for professionals to practice and master the complex interpersonal skills necessary […]. The post What do immersive VR, empathetic interactions and stand out customer service have in common? Interview with Monika Jo of Mursion first appeared on Adrian Swinscoe

How to win back your customer's heart with an apology

Inside Customer Service

"You shouldn't have to experience this." The words just blurted out of my mouth. A customer had called, upset about receiving the wrong item. I saw past their anger and empathized with the inconvenience it was causing them. I'm really sorry about the mistake. We need to do better.

5 Best Practices for Training Remote Call Center Agents

Fonolo

Regardless of your industry, providing ongoing training opportunities can mean the difference between finding lasting employees and experiencing high turnover rates.

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.

Introduction to Responsible AI: Unpacking the harms

Callminer

The latest in our Responsible AI blog series, the CallMiner Research Lab explores two of the main categories of harms that AI outputs can cause: Harms of Allocation and Harms of Representation

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Higher Education | Agent Assist Streamlines Admissions Processing

Uniphore

Alliander Uses Virtual IVR to Improve Millions of Interactions. With more than 3 million utility customers, the Dutch utility provider Alliander is constantly inundated with customer queries.

Is Your Company Really Loyal to Customers? Really?

The Belding Group

In today's ultra-transparent world, there is no way in Hell you can expect loyalty from your customers, if you aren't genuinely loyal to them. And just like the loyalty you have for your friends, it means you have to have their backs, and make sure that you're always there for them.

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5 Tips to efficient customer service workflow management

Adrian Swinscoe

This is a guest post from Ashwini Dave who is working with Acquire as a digital marketing expert. “If If I had one hour to save the […]. The post 5 Tips to efficient customer service workflow management first appeared on Adrian Swinscoe

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.

Why customer success is the secret to revenue growth

Inside Customer Service

"We had $1 million in preventable returns last year." The executive who shared this shocking figure explained that his company had recently entered the consumer market for home improvement tools.

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Call Center Optimization: 5 Methods to Improve Your Operation

Fonolo

To optimize your call center’s performance, you need to think about improving your customers’ experience. After all, customer-centric companies are 60% more profitable. While incredible customer service should always be a call center’s goal, it shouldn’t be your only goal.

What makes Business Intelligence (BI) important?

Callminer

Business intelligence (BI) bridges the gap between business goals and the information needed to reach them. This blog shares how the right BI tools can drive business growth and transformation

Amazon Saves you 75 Hours a Year

The DiJulius Group

We are really buying time from Amazon People don’t buy products from Amazon, they buy time. “We We offer low prices, vast selection, and fast delivery, but imagine we ignore all of that for the purpose of this estimate and value only one thing: we save customers time,” says Jeff Bezos.

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.

Three Rules for Building Better Personal and Professional Relationships

The Belding Group

Looking to build stronger, closer relationships at work and in your personal life? Here are three we should always be working on: Shaun Belding | www.shaunbelding.com. Winning with Coworkers Winning with People how to make friends networking

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How many more customers need to cry?

Adrian Swinscoe

Back in April 2016, Pearson published a book I wrote called How To Wow. At the very back of the book is a section called Final […]. The post How many more customers need to cry? first appeared on Adrian Swinscoe

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Personalizing the Customer Experience Is a Competitive Differentiator

Shep Hyken

I recently released my 2021 Achieving Customer Amazement research. We surveyed 1,000 consumers in the U.S. and asked them numerous questions about topics related to customer service, customer experience, loyalty, reviews, and more.