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NOVEMBER 1, 2020

How to provide the best customer service and support during this unprecedented holiday season. Guides

Customer Service 441

Customer Service How To Customers 441

Comm100

NOVEMBER 5, 2020

Access to information is key to the success of any customer service team, whatever channel you use. But for this success to happen, this information can’t be siloed. For your company to thrive, your departments and the teams that comprise them must be on the same page at all times. For customer service, that means collecting, centralizing, and sorting important information into a well-crafted internal knowledge base.

Knowledge Base 130

Knowledge Base Omni-Channel Software Handbook 130

Beyond Philosophy

NOVEMBER 5, 2020

The last time you looked up product reviews, which ones did you notice first, 5-star, or 1-star? Also, how many 5-star reviews does it take to offset a 1-star review? Probably more than one. Today, I’m talking about why that is, and it comes down to two words that describe our instinctive behavior: Negativity Bias. We discussed Negativity Bias on a recent podcast.

Insurance 129

Insurance Customers Consulting Customer Experience 129

Storyminers

NOVEMBER 5, 2020

In this category of Storyminers’ blog, we talk about the client-facing and back-end tools that have helped us create our clients’ experiences. For 20+ years, many have considered email to be the most efficient way to turn strangers into customers. Now, there are hundreds of sites and technologies companies can use to communicate with prospects.

Strategy 264

Strategy Marketing Exercises Tools 264

Speaker: Jason Cottrell and Gireesh Sahukar

Retailers know the clock is ticking–legacy SAP Commerce support ends in 2026. Legacy platforms are becoming a liability burdened by complexity, rigidity, and mounting operational costs. But modernization isn’t just about swapping out systems, it’s about preparing for a future shaped by real-time interactions, AI powered buying assistants, and flexible commerce architecture.

Roadmap

C3Centricity

NOVEMBER 4, 2020

One of the greatest changes that the current pandemic has prompted, is the increase in the use of technology. From smarter homes to an improved online experience, people have a lot to gain from the situation. This is why UX design is vital to satisfying our customers’ demands and needs. To be fair, the trends were already there, covid just speeded them up.

Chatbots 240

Chatbots Self Service Customer Satisfaction CRM 240

NICE inContact

NOVEMBER 3, 2020

Contrary to popular belief, dialers are not used just for telemarketing. The right dialer can turn any inbound contract center into a powerful blended contact center to help accelerate business growth. The challenge is selecting the best dialer for the task at hand. This guide will review different types of dialers, and help you decide which dialer is best suited for you.

Call Center 194

Call Center Contact Center Trends Customer Experience 194

Heart of the Customer

NOVEMBER 5, 2020

In CX, we all focus on making the experience easier on our customers. (We even made it the title of our book.) But building loyalty isn’t as simple as removing friction. Don’t get me wrong. It’s definitely worthwhile to simplify your customer experience. Friction is a key driver behind loyalty destruction, and your organization will […].

Loyalty 172

Loyalty Customer Experience Customers Tips 172

ShepHyken

NOVEMBER 4, 2020

This is a crazy idea, but hear me out. When I was a kid, we had home-cooked meals almost every night. I thought my mom was the greatest cook in the world. She could make the best chicken. As a matter of fact, she made chicken almost every night. It turns out she could follow a recipe and had bought a book that had 365 chicken recipes—one for each day of the year.

Customer Service Training 151

Customer Service Training Social Media Customer Service Representative Training 151

Steve DiGioia

NOVEMBER 5, 2020

Recently, I was asked, “what makes one business successful when another similar business fails”. Well, there are many reasons but here is the foundation of success for any business. I like to call it “ a recipe for success that always works ”. Here is My Recipe for Success. Hire the best people, people with a customer-first mindset. Search for the candidates that are goal-oriented and “teachable”.

Tips 147

Tips Advertising Groups Training 147

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In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.

Contact Center

NICE inContact

NOVEMBER 2, 2020

Interactive voice response (IVR) systems are the gatekeepers to the contact center. As such, they set the tone for the entire interaction. Does your gatekeeper welcome everyone in with little friction, or is your IVR system more like the troll under the bridge, barring the way until customers answer the riddles correctly? Contact centers can meet self-service goals with their IVRs while still delivering good CX.

Self Service 156

Self Service System Contact Center Customer Engagement 156

Experience Investigators by 360Connext

NOVEMBER 3, 2020

What is Employee Journey Mapping? If you’re familiar with customer journey mapping, then you may know more about employee journey mapping (EJM) than your realize. Employee journey mapping uses the same concepts and best practices of customer journey mapping to help you: Understand your employee experience better. Provide the resources, tools and support employees need.

Customer Journeys 143

Customer Journeys Tips Net Promoter Score Leadership 143

ShepHyken

NOVEMBER 3, 2020

Eradicating Mediocrity in Customer Service. How to End “Good Enough” Customer Service. Shep Hyken interviews Daniel Rodriguez , CMO of Simplr. They discuss Simplr’s latest CX research report and strategies for collecting and utilizing customer feedback to eliminate mediocre customer service. Top Takeaways: Don’t fall into the trap of thinking your service is “good enough.

Customer Expectations 143

Customer Expectations Customer Centricity NPS Technology 143

ReviewTrackers

NOVEMBER 4, 2020

Facebook Page reviews have the power to bring more customers for any business. In fact, Facebook is one of the top five sites that consumers check before they visit a business. In 2017 alone, Facebook held 19 percent of a business’ reviews , and it had the most positive reviews when compared to Google, Tripadvisor, and Yelp. Most people today have a personal Facebook account, and it only makes sense to allow users to leave their review of a business on the same platform.

Guidelines 132

Guidelines Feedback Meeting System 132

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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.

Self Service

NICE inContact

NOVEMBER 1, 2020

?In these challenging times your customer’s voice matters more than ever — but this information can get lost among everything else going on. Even if agents are distracted and issues are coming up, contact centers must provide the same level of satisfaction as they would have before. How can you prioritize excellent service no matter what’s going on in the world?

Leadership 156

Leadership Contact Center How To Customers 156

Alida

NOVEMBER 4, 2020

Wondering how to determine what's most important when it comes to your offering?

How To 130

How To 130

Customer Enthusiast

NOVEMBER 3, 2020

Between March and September of this year, sales at restaurants and bars plunged 27%, compared to the same period in 2019, according to the U.S. Census Bureau. And by April, according to the National Restaurant Association, more than 8 million restaurant employees had been laid off or furloughed. Experts anticipate that between 30% to 50% […]. The post Support local restaurants during Covid-19 appeared first on Steven Curtin.

Sales 128

Sales Employee Engagement Loyalty Engagement 128

Kustomer

NOVEMBER 4, 2020

Customer experience (CX) is a determining factor in whether customers are loyal to a brand or not. Over 80% of companies who prioritize customer experience report an increase in revenue. So, how can businesses ensure their CX is up to scratch? Brands must stay on top of CX trends. 2020 brought huge changes to the business world and impacted customer service and operations across the board.

Omni-Channel 124

Omni-Channel Customer Experience Chatbots e-support 124

Speaker: Aja Bradley Kemp, Founder & Chief Experience Officer at Conversate Collective

In a world where every brand is vying for attention, how do you make your events stand out? ✨ From creative swag strategies to immersive brand experiences, the key lies in fostering real connections that inspire action and leave a lasting impression. Whether you're planning a large-scale conference or an exclusive executive gathering, this session will explore how to elevate event engagement, strengthen brand perception, and maximize ROI.

Brands

ReviewTrackers

NOVEMBER 2, 2020

Management 122

Management 122

Wootric CX Blog

NOVEMBER 4, 2020

Welcome to the “Age of the Customer.” Are you ready? Increased competition in nearly every market is leading businesses of all types to search for ways to attract and retain their ideal customers. Through technology, customers have unprecedented access to information about products and services. With a few clicks, they can compare your company with your competitor’s offering, and learn how others perceive you.

NPS 122

NPS Net Promoter Score Metrics Effort Score 122

Eptica

NOVEMBER 1, 2020

Date: Friday, October 30, 2020 Author: Pauline Ashenden - Demand Generation Manager Four benefits to improving customer service by integrating your CRM and telephony system. Published on: October 30, 2020. Author: Pauline Ashenden - Demand Generation Manager Customers today expect a high quality, integrated and personalised experience, whatever channel they use to make contact with you.

CRM 117

CRM System Self Service Customer Service 117

ShepHyken

NOVEMBER 1, 2020

Each week I read a number of 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. If Customer Service Reps Were Honest [Spooky Edition]: The Scary Reality Your Customer Service Agents Face Every Day Plus How You Can Help by Veronica Krieg.

Customer Service 110

Customer Service Self Service Tips Guidelines 110

Speaker: Jennifer Hodroge, Omni-Channel Strategic Leader, Forrester CX Certified

Marketers know that personalization is the key to engagement—but with limited budgets and time, how do you prioritize what, where, and how to personalize? Aligning your content, campaigns, and buyer experiences requires a deep understanding of customer needs. In this new webinar with expert Jennifer Hodroge, we’ll explore how to leverage insights and customer journey mapping to build personalization strategies that deliver real impact.

ROI

ReviewTrackers

NOVEMBER 3, 2020

Feedback 120

Feedback 120

DemandJump

NOVEMBER 4, 2020

Digital marketing is a strategy where many roads all lead customers to the same destination. Whether it’s social media, email, or paid search ads, the goal of getting new business is the same. How can marketing teams understand whether social media, email, search engine optimization, or a combination of all these are driving customer conversions? The answer is through digital marketing attribution.

Marketing 110

Marketing Multi-Channel Social Media Analytics 110

TechSee

NOVEMBER 3, 2020

Field service delivery is undergoing a transformation. This paradigm shift has effectively taken the “field” out of field services, with the industry focused on servicing customers in the most efficient way possible. What does this mean for the future of field service? The result of this shift is an explosion of remote service delivery. Gone is the traditional model of technicians dispatched to a customer’s location, toolbox in hand.

Self Service 109

Self Service Contact Center Workflow Contact Center Social Media 109

CSM Magazine

NOVEMBER 3, 2020

Just like the chicken or egg conundrum the same could apply to COVID-19 and poor customer service. As many organisations hide behind the pandemic for failing service standards, Abbie Heslop, Commercial AI Analyst, EBI.AI shows how to buck the trend using Artificial Intelligence (AI). COVID-19 has thrown the spotlight on the age-old mystery of the chicken and the egg.

Poor Customer Service 105

Poor Customer Service Customer Service Insurance Automotive 105

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With IT budgets projected to grow 9.8% in 2025, leaders must invest wisely—not just cut blindly. This whitepaper introduces The Future-Proof IT Cost Optimization Model, a framework to reduce costs while maintaining service quality. Learn how Cloud Efficiency, AI-Powered Workforce Automation, Vendor Optimization, Cybersecurity Resilience, and Unified Communications can drive savings and improve efficiency.

Case Study

Brandwatch CX

NOVEMBER 2, 2020

Data 105

Data 105

MyCustomer

NOVEMBER 4, 2020

Engagement And the winner of CX Leader of the Year 2020 is.

Engagement 105

Engagement 105

Kate Nasser

NOVEMBER 1, 2020

If you want to awaken your empathy for others, find out what happened before in order to help them now. Kate Nasser The People Skills Coach™. The post What Happened Before Awakens Your Empathy Now | #PeopleSkills #LeadMorale #CX appeared first on KateNasser.com.

Leadership 105

Leadership Customer Service Customers 105