Sat.Oct 02, 2021 - Fri.Oct 08, 2021

5 Reasons Your Customer Service Training is Failing – Part 3

Shaun Belding

I often think that, if chemistry was taught as haphazardly as customer service often is, there would be a lot more unintended explosions in the classroom. There is a huge amount of misinformation and misconceptions on the skills, behaviors and mindsets for creating outstanding customer service.

Why digital bank statements must change with consumers habits

Adrian Swinscoe

This is a guest post from Jason Howard, Executive Vice President at Ethoca. Online shopping has changed dramatically in the last 12-18 months, with online spending […]. The post Why digital bank statements must change with consumers habits first appeared on Adrian Swinscoe


Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

How to improve customer satisfaction (CSAT) and business performance


Read this blog to learn key strategies for improving CSAT as part of your business performance improvement plans

6 Tips to Improve Your Contact Center’s Net Promoter Score


The reviews for your contact center are in—but they won’t be found in the newspaper or on Rotten Tomatoes. You can see what your customers think about your contact center by determining your Net Promoter Score (NPS).

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.

5 Reasons Your Customer Service Training is Failing – Part 2

Shaun Belding

Customer Service Training Mistake #2: Fail to Establish Customer Service Standards This is the second part in the five-part 5 Reasons Your Customer Service Training is Failing series exploring the most common mistakes made when implementing customer service training.

More Trending

Customer Service Week Day 3!

Myra Golden Media

Oh, wow! Day 3 of Customer Service Week was fun! I shared ten super-energizers that are fantastic for Customer Service Week and beyond! If you missed the live event, no worries. We’ve got you covered with the replay below. Join us at 9am ET tomorrow live! Customer Experience Design

10 Examples of Companies Delivering Superior Customer Service


It’s increasingly vital for organizations in all industries to provide superior customer service that exceeds expectations and meets users’ needs quickly and efficiently. To do just that, one of the best ways is to learn from the examples of the best in the business. Delivering great customer service above and beyond what people expect relies on various best practices and innovations like Conversational Automation solutions to resolve customer service challenges.

5 Reasons Your Customer Service Training is Failing

Shaun Belding

Creating outstanding customer service training harder to achieve than most people realize The reality is that more customer service training fails than succeeds. Shaun Belding | Shaun Belding: Author, Entrepreneur, Speaker - Keynote speaker and customer service blog.

How to take control of your organization’s complaints and escalation management


It’s a common misconception that customers who raise complaints do so because they have nothing better to do, or worse still, because they are looking for a way to gain free or discounted products and services.

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 service: The most important job in the company – Interview with Fortuné Alexander of Pega

Adrian Swinscoe

Today’s interview is with Fortuné Alexander who is the senior director of product marketing for customer service and sales automation solutions at Pega. Fortuné joins me […]. The post Customer service: The most important job in the company – Interview with Fortuné Alexander of Pega first appeared on Adrian Swinscoe

Sales 100

How Can Organizations Drive Hypergrowth?


By Annie Weckesser, CMO + People at Uniphore Company Culture Makes the Difference The business landscape is littered with companies that have a great idea and great products or they have strong funding and a pedigreed leadership team… and yet, they don’t achieve broad success or worse, they fail. Why? It comes down to an often-overlooked, yet vitally important part of a company: its culture. A company’s culture shares similarities with every person’s unique personality.

Gaming 100

Three reasons not to hire a customer service consultant

Inside Customer Service

A few years ago, I stopped most of my consulting. The decision wasn't made lightly. My latest book, The Service Culture Handbook , was taking off and I was receiving more inquiries than ever before. But something gnawed at me. Most clients weren't getting the results they wanted. Not just my clients.

The Best Customer Service Training Programs Don’t Do These 5 Things

Shaun Belding

The Best Customer Service Training Programs Don’t Do These 5 Things Add Your Heading Text Here Lorem ipsum dolor sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo. Customer Service

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.

10 Questions for B2B CX Leaders

Heart of the Customer

This is the second in a three-part series that explores critical questions CX leaders should be asking – and able to answer. There’s some overlap between B2C, B2B, and B2B2C issues, but I want to address each audience individually. Last week, I covered B2C; next week I’ll address B2B2C leaders.

B2B 98

Why Conversational AI is incomplete without Conversational Flow Analysis


What is Conversational Flow Analysis? Conversational flow analysis is what helps conversational AI better understand what humans are talking about using the context associated with different sections or phases of an agent/customer conversation. With more accurate and deeper understanding, AI can better predict intent, guide agents with appropriate information and actions, help resolve issues faster, analyze correctly, and optimize the conversation.

AI 100

Customer Service Week Surprise From Salesforce – Unboxing!

Myra Golden Media

My son brought in an enormous box from Salesforce Service Cloud 360 full of goodies! Watch me unbox that surprise here. servicetrailblazers #customerserviceweek [link]. Oh, my gosh! This is amazing! . Customer Experience Design

Guest Post: 4 Customer Service Best Practices for Your Subscription Business

Shep Hyken

Doug Liantonio is the Marketing Outreach Analyst at Gravy Solutions , a company that helps subscription-based businesses recover failed payments and retain customers.

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.

5 Rules That Absolutely Build Customer Loyalty

Beyond Philosophy

Loyalty is one of the most overused phrases in business today. To most companies, it invariably means “customers give us all their money.” ” But that is not what loyalty is. So, today we’re going to talk about the five rules that will build customer loyalty.

How Digitization Is Being Utilized and Helping Customers


This is a contributed blog post by Dipu KV, President – Operations & Customer Experience at Bajaj Allianz General a recent guest on Uniphore’s Conversations that Matter podcast. Recently, one of our unit managers informed us that a certain percentage of his team members do not take leaves of absence, do not have mood swings and will not attrite. Upon further probing, we realized he was talking about his bots!

AI 100

Top Remote Working Tools To Use In 2022

Zonka Feedback

The past year changed the way businesses operate. Organizations across all industry verticals adopted remote working. From being a niche decision to become an inevitable choice to ensure business continuity, What's up at Zonka Feedback

Learn How to Get Customer Feedback Easily and Efficiently


Knowing how to get customer feedback can be tricky. First, there is the challenge of getting customers to share feedback. Customers who are upset will often spread their displeasure to others without ever telling you, while those who are satisfied may keep it to themselves.

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.

The 7 Best Email Management Software + Features to Look For

Help Scout

Email management software minimizes the stress of organizing, processing, and prioritizing email, improving your productivity and focus. Read the full article


Top 5 Ways to Achieve Superior Customer Service


People increasingly expect excellent experiences every time they speak to a brand. This means modern businesses should not only keep customers happy but also exceed their expectations. Indeed, a recent PwC report found that the keys to great customer experiences are “speed, convenience, consistency, friendliness and human touch.”

Working toward equality for mental health in an unequal world


As a company that builds software to help improve customer relationships, Zendesk has always considered human connection to be crucial to well-being.

059: 6 Steps in Launching a Successful Customer Service Initiative that Lasts

The DiJulius Group

Chief Revolution Officer John DiJulius of the DiJulius Group discusses the 6 steps in launching a successful customer service initiative that lasts.

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.

The 9 Main Types of Customer Service Software: Explained

Help Scout

You need the right tools to deliver great support. Start your research with this explanation of the main types of customer service software. Read the full article

A shift from Middle Eastern Call Centers Towards Chatbots and Voice AI


Massive spikes in call volume. An unexpected pivot to work-from-home models. Investment and budget cuts. The COVID-19 crisis has created intense challenges for customers, customer service and support operations, and agents. Customers need and want to talk to people more than ever for assistance, but they’re frustrated by longer hold times, slower resolutions, and agents who can’t quickly glean customers’ emotional state and address their needs.

AI 100

WhatsApp Business: How to Utilize AI-Powered Chatbots for Sales and Support


WhatsApp is a strong and effective business tool, able to reach 98% of users via messaging. That’s why more than 50 million businesses worldwide use WhatsApp to offer services and products, get new leads for sales and manage customer relationships.

AI 83