The Missing Sentiment Analysis from Contact Centre Data thumbnail

Dan Somers of Warwick Analytics explains how machine learning is improving the lack of accuracy and relevance associated with sentiment analysis..

Why Your Customer Experience Must Include Empathy

Why Your Customer Experience Must Include Empathy thumbnail

We all know what empathy is and hopefully, many of us display it and receive it daily. Empathy builds human connections. It fosters an emotional rapport and bond with your customers..

Technology to Help Mobile Salespeople Ace Their Customer Service thumbnail

Around 72% of businesses say that improving customer experience is key to achieving their goals, yet only 63% of marketers have turned to new technology to help them achieve this goal..

Why 99.9% Customer Satisfaction is Not Good Enough

Why 99.9% Customer Satisfaction is Not Good Enough thumbnail

Customers will choose 100% satisfaction over “good enough” every time. It’s that tenth of a percentage point that makes the big difference..

6 Ways to Deal with Angry Customers

6 Ways to Deal with Angry Customers thumbnail

Myra Golden’s original video on handling angry customers has been watched more than a million times. Now Myra shares her updated tips for dealing with the most demanding customers..

How to Create a Personalized Customer Experience

How to Create a Personalized Customer Experience thumbnail

Shep Hyken is amazed by the customer service at the Crowne Plaza in Lansing, Michigan. This is what he learned from the experience..

5 Ways to Develop Consistency in Customer Relationships thumbnail

The importance of consistency in building strong customer relationships can’t be overemphasized. Customers want to have confidence that we’ll deliver on our promises every time..

There’s No I in Team, but What About AI?

There’s No I in Team, but What About AI? thumbnail

Cathal McGloin, CEO of ServisBOT describes why AI is perfectly poised to help customer service professionals shine..

The 3 Secrets to “Wow!” Customer Service

The 3 Secrets to “Wow!” Customer Service thumbnail

Cindy Solomon reveals the secrets of amazing customer service – and how you can provide the same “Wow!” experience by following these three simple but powerful steps..

11 Customer Experience Flaws that Predict a Company’s Failure thumbnail

Fatal flaws in customer experience foretell the demise of many companies. Learn to recognize these flaws and put in place a CX strategy that ensures you become a leader not a loser..

5 Ways to Disrupt Your Competition with Customer Service thumbnail

Shep Hyken suggests five ways you can compete –  and disrupt – your competition by providing unforgettable customer service..

How to Turn Your Contact Centre Into an Early Warning System thumbnail

Dan Somers of Warwick Analytics measures the true ‘Cost of Deviation’ from the customer journey..

State of Customer Service Report – Microsoft, KLM and 500+ Leaders on the Future of Customer Service thumbnail

The annual Incite Group State of Customer Service Survey will give you in-depth insights from 500+ respondents on the key issues and opportunities your peers see in 2018, and new statistics to benchmark against..

4 Ways Technology Will Bring out the Best in Your Contact Center Agents thumbnail

Here are four ways WFM solutions can help get the best out of your frontline agents and keep your customers satisfied..

A Consistent 98% Customer Satisfaction (CSAT) isn’t Difficult to Achieve thumbnail

Organizations have to constantly work to ensure customer satisfaction trumps company profits. Here are a few ways to ensure your customer satisfaction hits the mark..

AI is the Powerhouse Enabling Friendly Customer Service thumbnail

In today’s empathy economy companies are increasingly turning to artificial intelligence tools to enable and drive an effective and friendly customer service operation..

How to Enhance Your Status in Your Customer’s Eyes thumbnail

Jeff Mowat explains why putting your customer on a pedestal is a mistake and why treating your customer as your equal is a better approach to customer service success..

How Secure is Your Live Chat Solution?

How Secure is Your Live Chat Solution? thumbnail

Malene Wessel reveals which features build trust in live chat and how to find out if your solution is GDPR compliant..

We’re the Front Desk, Not the Shipping Department thumbnail

Shep Hyken shares a shocking example of poor customer service in the hotel industry—and how a new member of staff put things right..