4 Principles for a Great Customer Feedback Program

4 Principles for a Great Customer Feedback Program thumbnail

If you want to deliver great customer service, you need a sold customer feedback program – one that’s based on the 4 principles outlined here..

5 Tips for Managing Multiple Customers

5 Tips for Managing Multiple Customers thumbnail

While there are no absolute rules for juggling customers here are five tips that work well in reducing stress and boosting customer loyalty..

Good Medical Manners Equal High Patient Satisfaction

Good Medical Manners Equal High Patient Satisfaction thumbnail

If you don’t think you need to pay attention to the details when it comes to making your patients happy as well as healthy, think again. If ever there was a time to mind your medical manners, it’s now..

Webinar: Supercharge Your Customer Support Team

Webinar: Supercharge Your Customer Support Team thumbnail

Hear from Home Depot, Guru, PVH, Microsoft & CXPA on how they empower their agents with the tools and strategies to deliver the ultimate CX..

Redefine Your Call Center with Co-Browsing Software

Redefine Your Call Center with Co-Browsing Software thumbnail

Customers have always expected effective and efficient service but with today’s technological developments, expectations are even higher..

How to Use Email Marketing to Drive More Customer Loyalty thumbnail

Keeping a customer is cheaper than acquiring a new one. So how do you use email to drive more customer loyalty? Here are some tips to improve your strategy fast..

5 Ways to Eliminate Customer Service Friction

5 Ways to Eliminate Customer Service Friction thumbnail

Shep Hyken shares a list of areas with opportunities to eliminate friction and displeasure for the customer..

How to Make Customers Love Your Contact Centre’s Chatbot thumbnail

Here we take a look at some simple ways you can ensure your customers will love your contact centre’s chatbot, rather than loathe it!

Three Ways to Handle Escalated Phone Calls

Three Ways to Handle Escalated Phone Calls thumbnail

It’s time to fix the escalation problem. Here are three ways you can prepare your employees to de-escalate so you can take a little stress out of everybody’s life..

Six Secrets to NEVER Share with Customers

Six Secrets to NEVER Share with Customers thumbnail

Jeff Mowatt highlights some oversharing blunders that annoy customers and limit the careers of customer service advisors..

Predictive Customer Support: Fix It Before It’s a Problem thumbnail

Shep Hyken explains how to ensure your customers get the support not only before they know they need it, but before the problem ever occurs..

Setting Up a Business with a Strong Customer Focus from the Outset thumbnail

Any tasks which are customer-related should always take the highest priority. Here are some key areas which new businesses would do well to put in place from the outset..

To Respond or Not to Respond to Customer Feedback

To Respond or Not to Respond to Customer Feedback thumbnail

With the presence of review sites such as Yelp, TripAdvisor, and comment sections on company websites themselves, CX leaders are now faced with a question many aren’t sure how to answer..

Effort and Responsiveness in Customer Service Impacts Customer Loyalty thumbnail

Increasingly time-poor consumers often expect an organisation to know what they are contacting them about, and how to resolve any issues on demand..

Harnessing Social Media as a Contact Centre Channel

Harnessing Social Media as a Contact Centre Channel thumbnail

With social media firmly cemented in our daily lives, it’s no surprise that we are further utilising those channels to gain quicker and more personalised engagements with brands..

How to Ensure a Bespoke CRM System Continues to Add Customer Value thumbnail

When a custom CRM is well mapped out from the outset, it should provide added value for customers on delivery and well into the future..

How to Provide a Great Experience for Your Conference Guests thumbnail

When delegates pay to attend an event, they naturally want to gain a return on their investment and have a great customer experience..

How Improved Customer Education Helped Nintex Drive 153% Higher Annual Recurring Revenue thumbnail

By building and formalizing a learning curriculum that’s customized by audience, Nintex has provided customers with an accessible, relevant library of resources..

Closing the Weakest Link: Call Centre Authentication thumbnail

In the call centre industry, organisations are aiming to improve operational efficiency. But any gains made will all be lost if security is not factored into the equation..