Sat.Dec 18, 2021 - Fri.Dec 24, 2021

Tips for improving customer satisfaction (CSAT)


Read this blog for tips on how you can overcome many of the challenges that surround CSAT and improve your organization's ability to please its customers in the process

Genesys is aiming to transform not only customer experience but employee experience too 

Adrian Swinscoe

I recently attended Genesys’ Analyst & Influencer Summit, an event that connected me with leaders at Genesys, and their partners and customers. I don’t attend that […].


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One overlooked customer escalation you need to improve

Inside Customer Service

What comes to mind when you think of a customer service escalation? Is it an angry customer demanding to speak to a supervisor? Perhaps it's Tier 1 support transferring a customer to Tier 2? Maybe a big issue requires another department to get involved?

Reducing Attrition in BPO Customer Service


Target the root cause of turnover in outsourced service centers with technology that empowers. Employee turnover is a major pain point for business process outsourcers, with attrition rates often at 30% or higher. At the same time, BPO employees are needed now more than ever.

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.

What is sales conversation analytics?


This blog explores how sales conversation analytics can help you shorten sales cycles, train top-performing sales reps, and increase win rates

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More Trending

One Simple Idea That Can Help You Retain Your Best Employees

Shep Hyken

We had some great feedback on The Three N’s of Employee Fulfillment article and video. Plenty of great comments. Here’s a very short refresher in case you missed it. Leadership expert Tim Durkin shared with us that our employees want to be needed, noticed, and known.

6 Essential Messages for Customer Success Manager Automation


Building out customer success manager automation depends on the effective use of email and in-app messaging. Planning strategic emails at key milestones in your customer journey can help you deliver a smoother customer experience, yielding higher satisfaction and better retention rates.

The MOST Important Customer Success Metrics


Any customer success leader worth his or her salt isn’t making strategic, department-wide decisions based on gut feelings. Instead, customer success leaders lean on hard numbers, insights, and data to help steer their team’s decision-making.

Eliminating What Customers Hate For Scalable Growth

Doing CX Right

Nick Webb, author, and inventor with 40 US Patents explains how to attract & keep customers happy based on a lifetime of study and application. The post Eliminating What Customers Hate For Scalable Growth appeared first on Doing CX Right. DoingCXRight®?

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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.

Guest Post: How to Ensure PCI Compliance in Your Call Center?

Shep Hyken

Tom Laird is the Founder and CEO of Expivia , a USA-based, 500+ seat omnichannel contact center located in Pennsylvania. He shares how call centers can safeguard critical customer data, giving customers peace of mind while reducing risk to your organization.?.

Five Warning Signs Your Customer Success Team is Burnt Out


In a recent poll, we asked customer success professionals to rank their top year-end challenge. Not surprisingly, the number one answer was burnout. Burnout is a common occurrence, especially at the end of the year and especially in customer-facing industries like CS.


Taking Feedback with QR Code

Zonka Feedback

Feedback through QR codes has become one of the most favorable ways to understand and improve people's experiences with brands. And especially during the COVID-19 pandemic, the number of interactions using QR codes increased by 94%.


Making spirits bright: 5 ways to support your CX team during the holidays


It’s the holiday season, and this year is looking like one to remember. Thanks to supply-chain issues, popular items were out of stock or delayed before the shopping season even began. I bought a fancy scarf online in October, thinking I was going to beat the rush.

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.

New Data Shows Why Mobile App Investments Are Failing Insurers & Brokers


Ordering take-out from your favorite sushi restaurant? Getting in those last-minute holiday gift orders? Scanning flight and hotel deals for a much needed weekend getaway? Chances are you’re doing all of this from the one device you use the most – your mobile smartphone.

It's Not What you Think

Conversation Agent

Humans have a tendency to seek patterns. We refer to this life-saving trait as narrative bias. Life is messy, and we want to clean it up (this reminds me of a famous TV ad).


Top Poll Apps for Webex

Zonka Feedback

Polls are an excellent way to know the opinions of other persons, especially when you have a large pool audience. When we talk about online meetings and web conferences, it becomes an even more effective way to establish good communication and engagement during online sessions. Employee Feedback


Five sales trends to watch for 2022


We’re well into the final quarter of 2021, and that means it’s time for the fiscal year to wrap up, year-end statistics to flood in, and 2022 strategizing to begin.

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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.

ICYMI, Part I: 2021 Tech Roundup

Heart of the Customer

Last week, I posted my prediction that 2022 will be The Year of Data Integration. So this week, as we prepare to tie a bow on 2021, I want to draw your attention to a handful of posts from earlier this year by Heart of the Customer CTO Shawn Phillips. They offer insights on CX […].

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The Story Isn't the Whole Story

Conversation Agent

People trust other people more than faceless institutions. As our faith in institutions, media, and increasingly businesses crumbles, relationships and connections with other people can help us rebuild. I meet wonderful people every week.

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Zonka Feedback wins 13 awards in the G2 Winter 2022 Reports ??

Zonka Feedback

The G2 Winter 2022 Reports are out — and we're ecstatic to share that Zonka Feedback has won 13 awards (including Momentum Leader, High Performers, and Users Love Us) for multiple categories in this quarter, outperforming our previous quarter record when we won 11 awards from G2. ?? ?? ??.


Sales script guide: Examples, benefits, and how to write one


We’ve all been the victim of a bad sales script. Whether in a cold call or a company follow-up, it’s painful to sit there while an uninformed sales rep fumbles their way through information you don’t need until you hang up out of mercy. Sales scripts have a bad reputation.

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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.

3 Reasons Why Your B2B Business Needs Live Chat In 2022


In today’s world, a proactive and communicative customer experience is a necessity. Companies can no longer afford to be aloof in the digital space.

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Everything Here Apparently Needs Us

Conversation Agent

“In business, we forget that we are human. Many strong leaders think they should not be friends with their colleagues. I like to be friends with my colleagues,” says Nokia's CEO Risto Siilasmaa. You get through a crisis because you care so much.” “The


How to Beat Your Email Competition in 2022

Customer Think

Source: Freepik Email marketing is widespread. It’s in vogue with every kind of organization, from businesses to non-profits. That’s because emails have an ability to instantly communicate with a targeted audience.

10 Tips to Help You Get Ready to Customer Service Job Interview

Provide Support

The post 10 Tips to Help You Get Ready to Customer Service Job Interview appeared first on Provide Support Blog. Articles Tips and Tricks Tutorials customer service job interview customer service soft skills

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.