October, 2022

In times like these, customer service leaders can learn a lot from gardeners

Adrian Swinscoe

As we approach the end of the Summer and head into Autumn, here in the Northern hemisphere, many gardeners will be starting to think about getting […]. The post In times like these, customer service leaders can learn a lot from gardeners first appeared on Adrian Swinscoe

Reduce average handle time with this one simple trick

Inside Customer Service

Average handle time, or AHT, is an important metric in contact centers. It measures the average length of a call. Many contact center leaders track AHT closely because shaving even a few seconds off the average call could allow the contact center to handle more volume without adding staff.


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How to capitalize on customer feedback with conversation intelligence


It’s time organizations view surveys as only one customer feedback channel – not the only channel. Read on for three conversation intelligence use cases to upgrade your feedback mechanism

5 strategies for managing customer expectations


A customer can expect everything from the ordinary to the seemingly impossible. But whether or not a customer is asking you to take them to the Moon or provide a simple reporting apparatus, your business needs to be able to meet their expectations in at least some manner, or risk the consequences.

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!

Creating Memorable & Personalized Customer Experiences At Scale

Doing CX Right

David Wachs, CEO of Handywritten, explains how to enhance and nurture customer relationships through a personalized tactic that really works for business growth and retention. The post Creating Memorable & Personalized Customer Experiences At Scale appeared first on Doing CX Right.

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More Trending

Customer experience isn’t about experience at all. It is about relationships – Interview with James Dodkins of Pega

Adrian Swinscoe

Today’s interview is with James Dodkins, CX Evangelist at Pegasystems. James joins me today to talk about some new research that Pega has just conducted, some […]. The post Customer experience isn’t about experience at all. It is about relationships – Interview with James Dodkins of Pega first appeared on Adrian Swinscoe

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What is Customer Service Performance? A Complete Overview

Zonka Feedback

We all want to keep our customers happy and satisfied so they do repeat business with us. And customer experience is one differentiating factor that can make or break your customer retention efforts.

Social Listening Strategy: How to Get Started and Leverage It to Unlock Opportunities

Customer Think

You can’t go too far in the digital era if you aren’t aware of what your loyal and prospective customers think about you.

Are we seeing the rise of the ‘super user’ worker?

MyCustomer Experience

You buy from your favorite brand. But you can now also help them on the side (hours of your choosing), earning a bit of money and enhancing. 4th Oct 2022. By Megan Neale COO and Co-founder


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.

Guest Post: How To Get Customer Service, Sales & Marketing Teams On The Same Page

Shep Hyken

This week, we feature an article by Dmitry Dragilev, Founder of the keyword and SEO tools, TopicRanker.com , JustReachOut , and Chief SEO Geek. He shares how to get your customer service, sales, and marketing teams in sync.

Build An ROX Dashboard The Executive Team Will Love

The DiJulius Group

The companies not making a monetary investment in customer experience are the ones whose leaders don’t understand the financial impact CX can have. A Return on eXperience (ROX) dashboard helps you determine precisely what victory looks like over time and offers insight into customer churn rates.

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Memory Mini Series Part 3: How Memories Can Be Altered and Why We Forget Things

Beyond Philosophy

Memory is one of my favorite topics in the behavioral sciences, so we did a podcast series on them. This newsletter is the last of a mini-series on memory, the series finale.

Product Feedback: 4 Steps to Improve Your Products

Zonka Feedback

“ Perfection is not attainable, but if we chase perfection, we catch excellence. ” - Vince Lombardi. The quote by the popular American football coach applies perfectly when we talk about improving our products. There can be no perfect product on the globe.

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.

What Marketing Leaders Should Do NOW to Prepare for a (Possible) Recession

Customer Think

B2B marketers have faced a parade of unprecedented challenges since COVID-19 reared its head in early 2020, and it now appears that 2023 will bring a new round of challenges. Faced with the highest level of inflation in four decades, the U.S. Federal. Blog Digital Marketing Editor's Pick

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Insights for Retailers Navigating the Holiday Season with a Global Support Team

Execs In The Know

‘Tis the Season for Digitalization. Despite staggering inflation, consumer spending has hardly let up. Global e-commerce sales reached $4.9 trillion in 2021 and are expected to increase to $7.4 trillion in 2025.

When Sales and Customer Service Collide

Shep Hyken

Lately, I’ve been thinking about how sales and customer service combine to create an experience – hopefully a positive one. And then, by coincidence, one of our loyal subscribers, Heidi Reslow, shared a story about someone buying a new car.

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Data Visualization in Ecommerce Decision Making


Within the past few years, the E-commerce industry has recorded significant growth, which has elevated it to the top of the map as one of the best-performing business industries. Also, this has been mainly contributed by the rise of the coronavirus pandemic in 2020.

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.

Connect Customer Service Success with Customer Experience Excellence

Experience Investigators

Happy Customer Service Week and CX Day, 2022! Customer Service Week is all about Celebrating Service. And we’re celebrating customer experience (CX) on October 4th with CX Day’s theme: CX Drives Success.

6 Ways to Drive Better Customer Experience in the Age of AI

Zonka Feedback

Accenture reported that artificial intelligence (AI) can potentially increase corporate profitability by an average of 38% by 2035. With this statement in mind, should you implement a strategy that helps your organization to drive better revenue with AI customer experience ? Customer Experience

How Customers are Coping in Difficult Times, and How Your Brand Should Respond

Customer Think

If you’re familiar with the Chinese lunar calendar, you likely know that we’re currently in the Year of the Tiger. However, most customers probably relate more to another name for 2022: The Year of the Squeeze.

How customers memories can be altered and why we all forget things. (Memory Mini series 3/3)

Beyond Philosophy

When it comes to the behavioral sciences, I love their take on memory. I love it so much, that we did a podcast mini-series on it in three parts. In the first part , we talked about why memories are essential to experiences, when we use them to decide sometimes, and how memories form.

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.

Amazing Business Radio: Gregorio Uglioni

Shep Hyken

Winning the World Cup in Customer Experience. The Link Between Soccer (Football) and Customer Service. Shep Hyken interviews Gregorio Uglioni, a customer experience specialist, host of CX Goalkeeper , and author of Customer Experience 4 (CX4).

Searching For New Customer Success Software? What You Need to Know!


As a customer success department manager or leader, you’re constantly looking for new tools and solutions to help your team reach the highest output possible.

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How to Conduct an Employee Compliance Assessment


Compliance makes it riskier to do the wrong thing, says Riaan Bekker, Force Solutions Manager, thryve – a risk management solutions provider. . And compliance assessments play a huge role in management of such risks to help your business save big. You may ask. .

8 Ways to Collect Product Feedback

Zonka Feedback

Product Feedback is an essential component when you want to run a product successfully in the market. Product Feedback is the information that your product users share regarding their experience and satisfaction with your product. Feedback Management


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.