How to Create Customer Journey Maps That Work
Many organizations are using customer journey mapping to understand and improve the customer experience. Here is a structure that can add clarity and power in the process..
Customer Service Articles
Welcome to our article library where you will find an extensive collection of customer service articles by expert authors.
Conversational Process Automation: Understand and Resolve Customer Intent Cost-Effectively
Learn how a recent innovation called Conversational Process Automation is truly making it possible to understand customer intent, and do so cost-effectively..
3 Reasons to Listen to Your Front-Line Employees
It’s important to appreciate and listen to front-line employees. Errol Allen lists his top three reasons not to take your customer service heroes for granted..
The Missing Sentiment Analysis from Contact Centre Data
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
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
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
Customers will choose 100% satisfaction over “good enough” every time. It’s that tenth of a percentage point that makes the big difference..
How to Create a Personalized Customer Experience
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
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?
Cathal McGloin, CEO of ServisBOT describes why AI is perfectly poised to help customer service professionals shine..
The 3 Secrets to “Wow!” Customer Service
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
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
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
Dan Somers of Warwick Analytics measures the true ‘Cost of Deviation’ from the customer journey..
4 Ways Technology Will Bring out the Best in Your Contact Center Agents
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
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
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
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?
Malene Wessel reveals which features build trust in live chat and how to find out if your solution is GDPR compliant..