Sat.Aug 27, 2022 - Fri.Sep 02, 2022

A Great CX Project Lead Has These 5 Characteristics

The DiJulius Group

After years of customer service consulting, i.e., partnering with clients to help improve their customer experience and internal culture, I have recognized that there are certain qualities one must possess to be a great CX project lead and reap the rewards.

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Three best practices for effective call management

Callminer

Effective call management is an essential step in boosting contact center efficiency. Read on for three best practices to optimize your call management strategy

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When Pigs Fly

Shep Hyken

“When pigs fly” is an idiomatic expression, which according to Wikipedia, refers to something that is so hyperbolic that it describes an impossibility. It’s typically a sarcastic remark. .

How to Improve Call Center Employee Retention

Fonolo

It’s simple: If you can’t engage and retain employees, you’ll have trouble satisfying customers, too. Company culture consultant Stan Slap puts it this way: “If you can’t sell it inside, you can’t sell it outside.”. Of course, call centers are notorious for high turnover rates.

The State of Customer Experience 2023 Research Report

The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone! Download the new report for more CX insights.

QBR in SaaS: Is the traditional QBR dead?

Totango

Why Your QBR SaaS Model Needs an AI Makeover. Quarterly business reviews (QBRs)[LINK] have become a standard practice for software providers, but today’s QBR SaaS model is rapidly transforming.

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Components of a modern VoC program

Callminer

Leveraging VoC is an essential step in boosting customer satisfaction. Read on for our outline of a modern VoC program and tips for putting customer insights to use

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The Myth Of Experience

Beyond Philosophy

We’ve all had experiences where we can anticipate what’s coming. So, today we are going to talk about intuition. But you knew that already, didn’t you? Intuition might be more valued in business than analysis. Many of us want a quick answer we can trust from somebody who would know.

Product News – August 2022

Lumoa

Here are the improvements we have brought to Lumoa in the past month. New improvements to Editing Topics. Your Topics are things like “Price” or “Customer Service” – they are created by the Lumoa AI based on what your customers are saying.

Not enough companies realize that customer support is your primary gateway to understanding your entire business – Interview with Nooshin Alibhai and Eric Klimuk of Supportbench

Adrian Swinscoe

Today’s interview is with Nooshin Alibhai and Eric Klimuk, co-founders and CEO and COO respectively at Supportbench, a full-stack customer support software provider that is made […]. The post Not enough companies realize that customer support is your primary gateway to understanding your entire business – Interview with Nooshin Alibhai and Eric Klimuk of Supportbench first appeared on Adrian Swinscoe

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CCO + CMO: A Winning Partnership for Accelerated CX Growth

Find out how collaboration between a CMO and CCO can enhance the customer experience and drive business growth in this new ebook.

September Is National Suicide Prevention Awareness Month

Execs In The Know

Suicide prevention is a heavy topic, and one that we often avoid talking about at all costs. There is a lingering stigma surrounding mental health and suicide, however, these are issues that should be discussed honestly and openly. .

The Myth of Experience

Beyond Philosophy

Intuition is a concept that plays a major role in decision-making for all humans. Intuition is the way we can “know” things without using our reasoning. It is based on our instincts and experiences, and our need to find patterns for things in our lives.

Collect feedback that drives powerful results – Interview with Christian Lelo de Larrea Gaudiano

Lumoa

Here’s an ideal scenario, an online user interacts with a live chat and inquires about something. Then you or a chatbot answers that inquiry.

Leadership: Care Sooner to Retain Employees & Customers | #PeopleSkills

Kate Nasser

Leadership: Do you wait for dissatisfied customers or employees to leave & lure them back? Care sooner! Kate Nasser, The People Skills Coach™. The post Leadership: Care Sooner to Retain Employees & Customers | #PeopleSkills appeared first on KateNasser.com.

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What is Customer Experience Automation (ACX) and How Can You Do It?

Zonka Feedback

You do everything to satisfy your customers and work on various aspects to please them be it product, its price, its features, and everything that caters to the needs of the customers. But all this hard work goes in vain if you fail to provide your customers with a great overall experience.

6 CX Spirit Animals for Today’s CX Imperative of Trust

Customer Think

A CX spirit animal is a meme, or semi-humorous symbol or characterization of what it feels like to be in a CX role. For example, the ongoing pressure to increase response rates in a Voice of the Customer role feels like an owl: “Whooo can take my survey?”

Top 7 Cybersecurity Myths That Put Customers’ Data at Risk

SupportYourApp

Through the last couple of years, global attention to cybersecurity has increased. WFH mode, cyberattacks

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CSMs: Nail Your Customer Business Reviews

ClientSuccess

Most CSMs, especially those working in SaaS, meet with their customers regularly, even weekly. They constantly check in with key contacts so that nothing slips through the cracks in the progress plan.

Customer Preferences: How Community Can Deliver a Simplified Experience

Your customers want a simplified customer experience. Make sure you give it to them with community. Download the whitepaper to learn more!

How to Create Successful Marketing Feedback Loops & Automate Them?

Zonka Feedback

If you're here, I'd assume that you already have an ongoing marketing strategy in place and it is not giving you the desired results. And it's not just you; thousands of companies out there are trying to capture the market and win customer loyalty

Preparing your customer experience for the retail high season

Customer Think

Here are tips for eCommerce owners on meeting your customer’s expectations for CX Now is the time to prepare your customer experience for the retail high season. You may be wondering what you can do to get ready. Let’s look at ways to prepare your business for the retail high season!

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Customer Service Job Projections and New Bureau of Labor Statistics Report

CSAT.AI

The Bureau of Labor Statistics (BLS) released their newest Job Openings and Labor Turnover Survey (JOLTS) yesterday. A new report but not much new movement: minimal change in openings, hires, and separations (which include quits, layoffs and discharges) for July compared to June 2022.

How to improve the patient experience

Qmatic

Most healthcare providers have been trying to improve the patient experience since the Affordable Care Act (ACA) was passed formally in 2012. Since patient experience influence a lot of things, including reimbursements and penalties, it has been one of the top priorities.

Leveraging Data Analytics to Optimize the Customer Experience

Speaker: Nathan Hart, Mary Kane & Imran Mohammed

Join The Northridge Group for an exploration into how a data-driven root cause analysis of Contact Center First Contact Resolution (FCR) issues can lead to actionable insights to resolve FCR problems, improve Customer Experience, and reduce costs!

About Customer Experience Automation and How To Do It?

Zonka Feedback

You do everything to satisfy your customers and work on various aspects to please them be it product, its price, its features, and everything that caters to the needs of the customers. But all this hard work goes in vain if you fail to provide your customers with a great overall experience.

Business Process Optimisation: How to Maximize Workflow Efficiency Like a Pro

Customer Think

Every business has set processes, whether they know it or not. Signavio found that 62% of businesses have up to 25% of their processes modelled formally, while only 2% have modelled them all.

Guest Post: Build Your Winning Customer Experience Strategy With These Quick Tips

Shep Hyken

This week, we feature an article by Sukhdev Singh, Digital Marketing Specialist at Maxicus , a company that provides tech-enabled customer service solutions. He writes about building a great customer experience is integral to the success of any organization.

A+ integrations

Zendesk

Here are the newest integrations from Zendesk to help your team provide top-quality experiences. Yext User History. Yext User History (Support) reveals a requester’s journey through your Yext Search experiences–up until and after case creation.

A Strategic Guide to Community Gamification

Does creating engaged customers and impacting CS objectives sound interesting? Learn more about how gamification can help your customer success team in our free eBook.