Callminer
AUGUST 20, 2024
Read this blog to learn about the factors that drive outbound call center excellence: agent performance, metric tracking and analysis, and prioritization of customer experience.
Customer Think
AUGUST 20, 2024
In today’s world, customers don’t just want to be treated like everyone else—they want to feel special and valued. This has made personalization a big deal for businesses. It’s about making sure each customer gets a unique experience that matches their needs and preferences.
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Experience Investigators
AUGUST 20, 2024
Why does Customer Experience Training Matter? Customer Experience (CX) is commonly misunderstood as reactive customer service, support, or even just ‘being nice to customers.’ CX is much more than these, though. I like to define Customer Experience as: A mindset A strategy A business discipline Customer experience is more than one area, product, service, or person.
The DiJulius Group
AUGUST 20, 2024
*The following excerpt on developing leaders is from our new book, The Employee Experience Revolution: Increase Morale, Retain Your Workforce, and Drive Business Growth “When your company says you want your employees to be leaders, what that really means is that you want their emotional commitment to your vision. A leader’s emotional commitment is about.
Speaker: Michael Veatch, Senior Director, Implementations & Ella Aguirre, Director of Solution Consulting
Embedding payments can be a transformative step for software companies looking to enhance their platform capabilities, boost customer satisfaction, and drive long-term growth. However, the success of payments hinges on a single thing: implementation. Drawing on real-world insights and experiences, payments implementation experts Michael Veatch and Ella Aguirre will explore actionable strategies that can lead to a transparent, friction-free launch and mitigate potential challenges like technical
Customer Think
AUGUST 20, 2024
Social media is no joke. Every minute, someone cracks a chuckle, someone is offended, or someone gets mercilessly bullied. Amidst the chaos, a new and perhaps more dangerous term emerges — the cancel culture. This is a targeted process of removing esteem status from a person or brand based on things deemed “offensive.
Experience Investigators
AUGUST 20, 2024
Can sending an invoice actually enhance your customer relationship? Hear how to transform routine tasks into positive touchpoints and memorable experiences. In this episode, Jeannie Walters tackles the often-overlooked touchpoints like invoicing, providing three actionable strategies to infuse positivity and alignment with your brand’s promise into these interactions.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Customer Think
AUGUST 20, 2024
In the outsourced call center world, we measure everything in terms of percentages: minutes and seconds, dollars and cents. Measuring deep into the trenches of the contact center is an absolute must. The math provides us with insights on how to improve the customer experience and gain greater value for the client.
Zonka Feedback
AUGUST 20, 2024
Imagine this: A global financial firm rolls out a new software solution designed to streamline operations across multiple regions. The initial excitement is palpable, but within weeks, frustration sets in. The onboarding was clunky, support was inconsistent, and soon, what was supposed to be a game-changer becomes just another tool gathering digital dust.
Customer Think
AUGUST 20, 2024
The rapid rise of AI-powered search engines like Google’s Search Generative Experience (SGE), AI Overviews, SearchGPT, and Microsoft’s AI-enhanced Bing Copilot has sent shockwaves through the marketing world.
Zonka Feedback
AUGUST 20, 2024
Imagine this scenario: A frustrated customer calls your support line, seeking help with an urgent issue. Your agent, well-trained and confident, not only resolves the problem but leaves the customer feeling valued and understood. The result? A satisfied customer, likely to return and even recommend your brand. Now, picture the opposite—an agent who struggles, exacerbating the customer’s frustration.
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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
Customer Think
AUGUST 20, 2024
I originally wrote today’s post for Sprinklr. It appeared on their site on March 11, 2024. Think about your company operations for a minute. What do they revolve around? What’s the most important component at the heart of the business? Is it product? Sales? Customers? Employees? Profit? The brand?
Execs In The Know
AUGUST 20, 2024
Are you ready to not just learn about artificial intelligence (AI) but to put it into practice? If you’re a CX leader looking to harness the power of AI, our Foundations in AI for CX Certification Program on October 16-18, 2024, in Minneapolis, MN, is the opportunity you’ve been waiting for. This isn’t just another AI course—this is a hands-on, immersive experience designed to equip you with practical, actionable skills in AI for CX.
Customer Think
AUGUST 20, 2024
Listen to the podcast: Organizations must constantly answer an interesting question: how much friction is good for their experience? It might seem like the answer will always be “none at all,” but it isn’t. Today, let’s talk about friction in Customer Experiences and when it is—and isn’t—bad.
SurveySensum
AUGUST 20, 2024
Measuring NPS in credit unions helps identify how satisfied and loyal members are. By focusing on these scores, you can enhance the member experience—because the more satisfied members are, the more likely they are to recommend your services, which in turn boosts your NPS. But it’s not always easy. Many credit unions struggle with balancing the need to protect members’ trust and data while also gathering honest feedback.
Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin
As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.
Customer Think
AUGUST 20, 2024
For all living memory, enterprise software has been the engine that powers modern business. The software is designed to automate processes, manage information, and support different enterprise functions. Nonetheless, the enterprise software landscape is changing significantly.
Help Scout
AUGUST 20, 2024
Learn how to organize and streamline your customer support with effective ticket tagging strategies, and discover common use cases and challenges.
Customer Think
AUGUST 20, 2024
Photo by fauxels on Pexels.com Creating a customer-centric culture isn’t just a buzzword—it’s a business imperative. But many leaders struggle to get there.
Customer Think
AUGUST 20, 2024
Steer's full-suite CRM platform to feature AutoOps' advanced online scheduling capabilities
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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.
Customer Think
AUGUST 20, 2024
Change gets a bad rap. Confusion, time delays, resistance, goal resets. We keep trying new approaches to change management, but none of them seem to work. The reason? We’re not addressing the underlying, systemic issues that create and maintain them. Once we know and execute the steps to congruent change, the problems fall away.
Customer Think
AUGUST 20, 2024
Why Google’s Sudden Revival of the Cookie Doesn’t Matter Brands’ ability to deliver timely, personalized customer experiences matters more than ever. Brand marketers won’t find the high-quality customer data required to create these personalized experiences in third-party data collected by cookies.
Customer Think
AUGUST 20, 2024
Enhancements enable businesses to improve their customer experience
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