Adrian Swinscoe
JANUARY 4, 2022
This guest post by Dave Hoekstra, a Product Evangelist at Calabrio, reflects on lessons learned by contact centres in 2021 and offers a glimpse into 2022, […]. The post A glimpse into 2022: How can contact centres plan ahead? first appeared on Adrian Swinscoe.
Inside Customer Service
JANUARY 6, 2022
Paul Harvey was on the radio in my house a lot when I was a kid. Harvey was famous for a segment called "the rest of the story" where he shared a forgotten story or little-known fact about a famous person or event. Each ended with with a surprise twist and his famous phrase, "And now you know. the rest of the story!" We often miss the rest of the story when we interact with customers.
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Callminer
JANUARY 5, 2022
Even with the aid of technology innovations, being a top-performing sales professional requires skill and finesse. Here are 25 of the best sales books that can help you refine your craft in 2022.
Intercom, Inc.
JANUARY 5, 2022
There are enough stories of data breaches and cyber attacks to chill even the savviest security engineer to the core. Cyber attacks have gone up 125% from the previous year, and with companies shifting to partial or fully remote settings, it shows no sign of slowing down. In today’s data-driven SaaS scene, these can affect hundreds of millions of users and cause damage in the billions of dollars, and as compliance frameworks become requirements to do business, businesses are turning to third-par
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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.
Bill Quiseng
JANUARY 3, 2022
Is customer service the frontline? Really? Are we called to duty on the frontline battling customers? Doctors and nurses don’t serve their ailing patients. They care. So shouldn’t customer service be customer care? Or even better …. We are the Customer CARE team. We CARE for each member of our team: We COMMUNICATE with each other. We listen to our team’s questions, concerns, and complaints with empathy and compassion.
Fonolo
JANUARY 4, 2022
Customer service expectations continue to increase, and only the best businesses keep up. The statistics show that superior customer experiences generate more return customers, increased loyalty, and higher profits. Here’s a comprehensive list of the most important customer service statistics you need to know in 2022. These stats cover everything from interaction channel preferences, customer expectations, and attitudes towards the current state of customer service to guide your strategy m
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Shep Hyken
JANUARY 5, 2022
I love to receive great examples of outstanding customer service. I’m always on the lookout for great stories, whether I personally experience them, or they are sent in by our followers. What I share with you today is a great example of personalized and proactive communication. While I provide the lessons, the example comes from one of our subscribers, Dawn Mushill, who shared a letter that BarkBox wrote to one of its customers.
cxservice360
JANUARY 7, 2022
Customer experience trends continue to change and evolve at a rapid rate. Here is a guide to what consumers can expect from brands and companies in the new year: A Focus On Pleasurable Online Experiences As the pandemic continues, customers are largely relying on digital services and communications with brands. A year or two ago, Read more. The post The Top Customer Experience Trends to Know About in 2022 appeared first on CXService360 - Customer Service Articles, Stories and more.
Customer Think
JANUARY 2, 2022
There are a lot ways the Customer Relationship Management software market continues to evolve. But from my vantage point I find the most telling evidence of CRM maturity to be based on who benefits. And over three decades I have observed a clear patter.
Beyond Philosophy
JANUARY 1, 2022
Our listeners have problems and they let us know about it. For our I’m in a Pickle feature on the podcast, Tina in New Zealand wrote to us because the engineering firm she works with thinks customer relationships are a waste of time. She wants to know how to convince the engineers that customer relationships are what get the customer strategy gears turning toward long-term success.
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.
Shep Hyken
JANUARY 4, 2022
Intelligent Virtual Assistant. The Opportunities and Fears Surrounding Intelligent Virtual Assistant. Shep Hyken interviews Genefa Murphy, the Chief Marketing Officer for Five9. They discuss how to use AI and automation to increase efficiency, capacity, and effectiveness within your contact center and ultimately deliver a better customer experience.
Help Scout
JANUARY 5, 2022
The new year brings new opportunities to create the customer experiences we all want to deliver. Here are our predictions for customer service trends in 2022.
Customer Think
JANUARY 4, 2022
A marketer’s goal is to create unique and engaging content that resonates with the target audience. Learning what the competitors are publishing is a vital step to achieving that quintessential objective. Let’s understand how you can use the following quick and easy steps to research and analyze competitive content. Advantages of Analyzing Competitive Content First, […].
Aquire
JANUARY 6, 2022
Let’s face it: remote work is here to stay. And with the rise of the digital workforce, the right online business tools can really help improve how you run your business. This is a complete list of the best online business tools to skyrocket business growth. In fact, these tools will help your organization: Collaborate online remotely Improve workflow efficiency Manage files, projects, and tasks Provide valuable insights into business decisions Collect data and process online payments Support cu
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.
Zendesk
JANUARY 5, 2022
Every salesperson is eager to hit their monthly quota—the more sales, the better. But the road to that finish line is reliant on a set of key players: sales leads. Before sales reps can meet their targets, they need a clear understanding of what a sales lead is and how a lead is different from a prospect. They must also be armed with proven lead generation strategies to get people on the path to becoming a customer.
CommBox
JANUARY 4, 2022
Customer experience is one of the most important factors in business success. According to Deloitte, a whopping 88% of businesses are now prioritizing customer experience in their contact centers. And on top of that, over two-thirds compete with customer experience as their primary basis. What does all of this mean? It’s simple: get on board, or get left behind.
Customer Think
JANUARY 4, 2022
Google is constantly evolving its algorithms to display the users the most accurate, relevant, and secure pages. And every year, it seems to introduce more and more updates every year. Knowing what kind of updates have been made will help you keep up with SEO best practices, improve your rankings, and understand any reasons behind […].
Conversation Agent
JANUARY 5, 2022
“An old fisherman offers a diver some advice. You can go underwater in two ways, he says, taking a bit of coral and tossing it into the sea. Then he cracks a coconut and pours its milk into the water. The coral is still coral but the milk is now sea, he says. Be not like the coral, but like the coconut.”* How are we going to adapt to the depths of thought and action we need to create a new narrative?
Speaker: Blackberry, OSS Consultants, & Revenera
Software is complex, which makes threats to the software supply chain more real every day. 64% of organizations have been impacted by a software supply chain attack and 60% of data breaches are due to unpatched software vulnerabilities. In the U.S. alone, cyber losses totaled $10.3 billion in 2022. All of these stats beg the question, “Do you know what’s in your software?
The DiJulius Group
JANUARY 3, 2022
The 3 Worst Customer Service Stories Last Year Hotel kicks out grandma & granddaughter at night, after they left a bad review The Baymont Inn & Suites called the police to remove a 63-year-old grandmother and her 6-year-old granddaughter after they responded to an email asking how their room was. CEO of Better.com fires 900. Read Full Article.
Beyond Philosophy
JANUARY 4, 2022
How do you build a long-term relationship with customers? Tina works for an engineering company in Australia and recently joined the New Zealand office. Tina’s key focus is on Customer Experience and development, and she wants her team to change their transactional approach to customer strategy. So, today, we will talk about convincing people that having a relationship with customers is a good idea.
Customer Think
JANUARY 4, 2022
Email is the biggest marketing tool we have — and maybe even the only tool. There are an endless number of ways to use email to its best advantage, but if a website doesn’t have a list of design tips, how do you know what to do? This infographic will go through 7 email design […].
Zendesk
JANUARY 7, 2022
Today’s businesses are looking to provide customers with improved experiences while decreasing service costs—and they’re quickly learning that chatbots and conversational AI can facilitate these goals. By 2024, experts say the global chatbot market will reach $9.4 million. What customer service leaders may not understand, however, is which of the two technologies could have the most impact on their buyers and their bottom line.
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JUST RELEASED! New research reveals 92% of business leaders would like to provide additional training to their customer service representatives. Soft skills training stands out as a priority area of investment and/or improvement. Check out The Northridge Group’s latest CX research report —the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall exper
Aquire
JANUARY 7, 2022
In this customer-centric era, delivering exceptional customer service is crucial for long-term business growth. But no matter how great your customer service is, you can always improve by learning from industry experts. Finding a great book is one way of doing that. Investing your time and money in reading it gives you access to an invaluable cache of expert knowledge.
Logicalware
JANUARY 6, 2022
As we begin a new year, we wanted to share some of your favourite articles from 2021. 2021 was a rollercoaster of lockdowns and reopenings. But through it all, your thirst for knowledge and the latest insights and trends from the contact centre world was insatiable. Check out our top five most-read blogs below. 1. Total Experience: The technology trend set to shake up customer service in 2021.
Customer Think
JANUARY 6, 2022
The past year has taken its toll on both employees and the companies for which they work. A study on the post-pandemic workplace, conducted by the Organization for Economic Co-operation and Development (OECD), validated this. Many employees who had to adjust to full-time telecommuting, or who had to work onsite in half-empty, social distancing-mandated offices, […].
Zendesk
JANUARY 4, 2022
For support agents, organizing and triaging customer requests from various channels is already a challenge. The fact that 73 percent of consumers plan to continue using new support channels only makes ticket management more complex. The best way to beat the odds and consistently provide your customers with quick and effective responses? Ticketing systems.
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
Aquire
JANUARY 6, 2022
Using video chat technology for customer service is becoming a popular practice. That’s because businesses have grasped the benefits of video chat technology — in large part thanks to increased working-from-home and the rise of digital purchasing. Rather than relying purely on live chat or chatbots, adding video chat will ensure you offer more personal experiences to online customers.
Ameyo Callversations
JANUARY 3, 2022
The future of customer-centric businesses and marketing will be more diverse, inclusive, and connected to the real needs of the customers. Technology continues to advance rapidly, and so of course, most of the recent and advanced trends are focused only on customer engagement. However, there is also a repel against the increased use of digitization and automation of interactions between businesses and consumers.
Customer Think
JANUARY 4, 2022
Customer feedback is a subject of serious debate in the business world. While some hot-headed entrepreneurs avoid feedback to pursue their vision, other founders find themselves bending over backward to accommodate all criticism. The truth is that business leaders need to find a happy medium between these two extremes. This starts with having a firm, […].
Lightico
JANUARY 3, 2022
CIOs in insurance are under constant pressure to implement services that add business value and are cost-efficient at the same time. To drive that business efficiency and value, they routinely work with third-party vendors — but managing multiple vendors can add significant complexity, overwhelm your IT department, and bring confusion that’s counter-productive for your customer-facing departments, which can slow sales and claims processes.
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
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