Sat.Jul 02, 2022 - Fri.Jul 08, 2022

3 Call Center Quality Monitoring Best Practices


Steve Jobs once said, “Be a yardstick of quality. Some people aren’t used to an environment where excellence is expected.” ” That first sentence is a home run for call center quality monitoring. But these days, customers expect excellence. .

Why Customer Retention is the Single Best Indicator of a Great Business

Customer Think

Ask any all-star investor or CEO what the lifeblood of their business is and I bet they’ll say it’s not top-line sales or margin, but net dollar retention. That’s the metric that shows how much a new customer today will be worth in a year.


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Will Customer Service be Replaced by Robots?


What colors our imaginations? When it comes to our concepts of artificial intelligence and robots, how much of it is affected by what we’ve seen on TV and in the movies, from The Matrix to Blade Runner ? Beyond that, how prominent is the fear of automation taking jobs from humans?

29 leaders share the best ways to increase customer lifetime value


We asked a group of industry leaders, “What's the best way to increase customer lifetime value?” Read this blog to learn their insights and best practices


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!

Pick Up The Phone!

The Belding Group

Want to be more effective and efficient in your communications and your work relationships? Try picking up the phone. You'll be surprised at the difference it will make. Shaun Belding | Workplace Tips communication skills


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As Brick & Mortar Retail Bounces Back Where Does The Future Lie?

Beyond Philosophy

The Future of Brick and Mortar. One of the features of The Intuitive Customer podcast is “I’m in a Pickle,” where listeners come to us with business problems that they would like our advice on solving.

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It’s Time to Shift Right


It may sound counterintuitive to say that now, in these times of economic uncertainty, is the time to invest and not to cut back. But in fact, you should be investing now more than ever in customer success.

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On the Value of Reading for Writing

Conversation Agent

The pause should not surprise you. It was time to reassemble. I'm reading In the Margins, and realizing how much harder it is to write as a woman. Most of my ideas are original. I do write from a multiplicity of egos as Virginia Woolf suggested. But I haven't tried my hand at fiction, yet.


How to Calculate Schedule Adherence in the Call Center


Scheduling is vital to any call center leader’s job – down to the last break. We all know the ramifications: if you’re short an agent at peak time, your customers will feel the brunt of long waiting times.

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.

Why Prioritizing B2B Customer Experience Matters?

Zonka Feedback

When you think about the importance of customer experience, you could be forgiven for your mind wandering to the B2C environment. After all, customer experience and satisfaction have long been one of the top priorities for B2C businesses, yet it’s only now that B2B businesses are catching up.

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The Customer Success Playbook: How to Survive and Thrive During an Economic Downturn


In uncertain economic times, attracting new customers becomes exponentially harder as budgets get tighter and priorities shift.

Creating a Customer Loyalty Program? Get Started in 5 Steps.


As CSMs, finding new and creative ways to engage with customers is not always easy. And as customer success leaders, it’s even harder to develop programs and processes to give your team the freedom and flexibility to engage with customers in this way. .

What’s the Right Tech Mix for CX Success?

Customer Think

Creating a great online customer experience (CX) is impossible without the right technology, but technology isn’t the only key element. Because CX solutions can be expensive and time-consuming to implement, choosing the right ones for your business is essential.

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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.

3 Types of Survey Charts to Visualize Data & Business Trends

Zonka Feedback

Carrying out a survey within your organization enables you to keep track of your business progress and the milestones you have attained within a particular time frame. Also, surveys play a crucial role in helping you monitor closely and get feedback from the people who matter most to your business.


How to Build a Chatbot in 8 Steps without Coding


As organizations look to expand their digital customer engagement offering, chatbots are becoming more and more commonplace. Compared to traditional support, chatbots deliver faster, more available support, all while cutting costs and retaining high customer satisfaction (CSAT).

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Customer Service Empathy Training


For professional customer support representatives, there is no better tool for gaining customer loyalty than

When Your Company Becomes a Verb

Shep Hyken

In our customer service training workshops , we have an exercise that introduces a concept called The Five Levels of Service. The levels advance from Unacceptable to Basic to Good to World Class to Trademark.

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.

Best tools for the effective remote teamwork

Provide Support

The post Best tools for the effective remote teamwork appeared first on Provide Support Blog. Articles Best Practice Tips and Tricks Tutorials corporate collaboration suite corporate collaboration tool corporate messenger remote teamwork screen sharing scrum board secure file sharing taskboard


Built for you: Two-way SMS, a next-generation Inbox, smarter bots, and more

Inside Intercom

We started off the summer with a bang – hosting the Summer 2022 edition of New at Intercom and announcing three huge new product releases: SMS , the next-generation Inbox , and Custom Actions and Custom Objects in bots.

What is the future of bricks-and-mortar retail?

MyCustomer Experience

WOne of the features of The Intuitive Customer podcast is "I'm in a Pickle," where listeners come to us with business problems that they. 7th Jul 2022. By Colin Shaw Founder & CEO

Amazing Business Radio: Matthew Holman

Shep Hyken

Earning Customers for Life. How to Prevent Your Customers from Shopping Your Competition. Shep Hyken interviews Matthew Holman, head of growth at QPilot , an eCommerce software company that makes subscriptions more flexible for brands and customers.

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.

Customer experience meets accessibility to improve the human experience

CX Network

Nicole Cable, chief experience officer at CareMax, shares how introducing accessibility can ultimately improve the customer experience

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Using Lifetime Value of a Customer in a CX Business Case: 4 Steps to Make the CFO Your Friend!

Customer Think

Carl Sewell, the wildly successful Houston Cadillac/Lexus, coined the term, “lifetime value of a customer” (LVC) in his book Customers For Life in 1990. Since then, many CX business cases have used LVC as the foundation.

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Intercom’s product principles: How connected, modular systems help us to focus on important decisions

Inside Intercom

When I joined Intercom eight years ago, I knew nothing about system design. I designed and presented my ideas using high-fidelity mockups. They were quick to put together, and so I assumed that even wireframes were a waste of time, let alone system design diagrams.

5 Top Customer Service Articles of the Week 7-4-2022

Shep Hyken

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 7 Top AI Trends in Customer Service by Zendesk.

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.