How to use the customer retention rate formula
Callminer
MARCH 8, 2023
Read this blog to learn how to use the customer retention rate formula, common variations, and how you can put it to use in your organization.
March, 2023
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Enjoy a slice of customer data analytics Pi(e)
Adrian Swinscoe
MARCH 31, 2023
This is a guest post from Jim Davies, Chief Experience Officer (CXO) at Calabrio. There is an infinite amount of data in contact centres but what […] The post Enjoy a slice of customer data analytics Pi(e) first appeared on Adrian Swinscoe.
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How to help contact center agents avoid burnout
Inside Customer Service
MARCH 2, 2023
This blog is a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. Is burnout gripping your contact center? A worldwide survey of contact center agents revealed 59 percent are at risk of burnout, including 28 percent who face a severe burnout risk.
Evolving Your B2B Customer Experience Maturity Model? The Return to the CX Key Pillars.
eglobalis
MARCH 20, 2023
Evolving Your B2B Customer Experience and Employee Experience Maturity Model? Return to the Customer Experience Key Pillars. The post Evolving Your B2B Customer Experience Maturity Model? The Return to the CX Key Pillars. appeared first on Eglobalis.
From Start to Scale: Driving Growth Through Seamless Payments Implementation
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
The Challenge of the B2B Customer Experience Maturity Model? The CX Major Pillars for Your Organization Growth
ECXO
MARCH 21, 2023
Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. This ‘’culture’’ ensures that every employee in the organisation is committed to delivering the best possible experience for the customer.
The Power of Customer Empathy in Supercharging Your Customer Experience
Lumoa
MARCH 9, 2023
In the world of customer experience, “customer empathy” is not just a buzzword, it’s a game-changer. Put simply, it means genuinely caring about the experience your customers have with your brand. And when you master this skill, you can create an emotional bond that sets you apart from the competition. Let me give you a real-life scenario of how it works in general.
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More Trending
Does customer service need a rebrand?
Adrian Swinscoe
MARCH 23, 2023
Following a conference I recently attended in London, I was invited to a dinner hosted by Quiq, a conversational AI and business messaging platform provider. During the […] The post Does customer service need a rebrand? first appeared on Adrian Swinscoe.
How to create service culture training
Inside Customer Service
MARCH 30, 2023
You want to build a service culture. Naturally, you think of training. This guide shares everything you need to know to get started. It includes step-by-step instructions for designing and delivering your training program. I've also included my best advice on who should do this training and when. And, I'll also explain why you should never hire an external trainer to deliver the training.
CX4Now: Contact Center KPIs that Matter
Fonolo
MARCH 16, 2023
Your contact center may run like clockwork, with engaged agents answering calls quickly, solving problems, and creating satisfied customers in record time. But without the contact center KPIs and metrics that managers use to measure the effectiveness of their operations, you’d never know for sure. KPIs matter. And they’re changing quickly. We asked contact center industry influencers to share their insights into the changing role of KPIs and shine a light on new metrics to watch.
Building a CX Driven B2B Operating Model by Eytan Hattem, Chief Customer Officer at Prodware.
ECXO
MARCH 21, 2023
Eytan Hattem Formato Convencional The ECXO- European Customer Experience Organization is thrilled to present Building a CX Driven B2B Operating Model by Eytan Hattem , Chief Customer Officer at Prodware. Become a member of the open-access CX Professional Business Network ECXO by registering here and becoming part of our ongoing conversation takes 3 minutes, and you will be part of all our digital public events: [link] Here you can ensure your zoom place among 150 places by subscribing to our web
Frost Radar: Voice of Customer Analytics, 2024
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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.
My favourite customer experience metaphor ever: The Oxpecker and the Rhino
Steven Van Belleghem
MARCH 14, 2023
In my last book, The Offer You Can’t Refuse, I described how companies ought to invest in three different axes – on top of offering a great product or service, obviously, which is a given – in order to be able to react in an appropriate manner to the new generation of customer expectations: Ultimate Convenience : this is the use of new technology in a smart way in order to make interfaces ever more automated, so that the customer needs to make no effort to do business with your
Does your call recorder prime or prevent analytics?
Callminer
MARCH 29, 2023
More businesses are deploying call center analytics. Read this blog to learn how your current or future call recorder can prime you for effectively implementing conversation intelligence.
Five forward-looking skills for the future generation of leaders
Adrian Swinscoe
MARCH 15, 2023
This is a guest post by Dominic Fitch at Impact International. There is no denying that the world of business is evolving at an incredibly fast […] The post Five forward-looking skills for the future generation of leaders first appeared on Adrian Swinscoe.
Report: Remote contact center agents have better bosses
Inside Customer Service
MARCH 16, 2023
Remote work is polarizing, especially for contact centers. Team Onsite believes communication and teamwork improves when everyone is working in the same place. And Zoom fatigue is real, y’all! Team Remote touts the cost savings, flexibility, and improved quality of life that comes from having agents work remotely. Here’s some good news for Team Remote: your agents report having better bosses.
Prepare Now: 2025s Must-Know Trends For Product And Data Leaders
Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali
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.
The Time is Now: Why Your Brand Needs AI to Enhance CX
Customer Think
MARCH 12, 2023
Today’s retail market is increasingly digitized and saturated with competitors, making customer experience (CX) a critical part of the customer journey. In fact, a recent study shows that 75% of shoppers prefer to buy from brands that personalize their purchasing experiences.
Industry Report: State of the Contact Center 2023
Fonolo
MARCH 2, 2023
No stranger to change, the contact center industry has been ahead of the curve throughout the global pandemic. We consulted nine industry experts to tell us all about it – and discuss the state of the contact center in 2023. Word: Contact centers are technology leaders! While the world was pivoting from on-site to hybrid and remote workspaces, contact centers were also embracing cloud technology and upskilling agents to be among the first-generation of AI-native workers.
How to Deal with a Workplace Saboteur
The Belding Group
MARCH 2, 2023
Workplace saboteurs aren’t common, but they are a huge source of frustration when you encounter one. Christine, from Melbourne, Australia, described a classic example: Shaun Belding | www.shaunbelding.
What is customer loyalty?
Callminer
MARCH 20, 2023
Gaining a deeper understanding of customer loyalty and the benefits it holds is an important first step to take towards developing your customer base. This article will help you do that and more.
HR Meets AI: The New Way of Keeping Large Workforces Connected and Engaged
Speaker: Miriam Connaughton and Donald Knight
As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.
Dialpad is betting that TrueCaaS is the future of customer service. They might be right.
Adrian Swinscoe
MARCH 6, 2023
Over the last few years, despite the investment in self-service tools and technology to help drive proactive, predictive and pre-emptive service, live, and asynchronous, customer support […] The post Dialpad is betting that TrueCaaS is the future of customer service. They might be right. first appeared on Adrian Swinscoe.
Introducing Fin: Intercom’s breakthrough AI chatbot, built on GPT-4
Intercom
MARCH 14, 2023
The arrival of OpenAI’s ChatGPT transformed everything – the huge implications for customer service were immediately obvious. We quickly launched a collection of AI features for our Inbox, applying this technology to deliver efficiency gains. But the number one thing we were asked was “Can ChatGPT just answer my customer questions?
How UX Design Factors Impact SEO and Engagement Metrics
Customer Think
MARCH 16, 2023
The entire World is currently shifting towards a complete digital transformation. This means that having a user-friendly and effective website design is essential. When developing a website, it is crucial to have a top-notch User Interface (UI) and SEO to keep customers engaged.
The top customer experience influencers to follow in 2023
CX Network
MARCH 7, 2023
Our guide to CX Network’s top influencers to follow in 2023
eCommerce in 2025: How Customer Experience Drives Online Retail Success
Speaker: Jennifer Wright and Nick Barron
2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt
The Saboteur Coworker
The Belding Group
MARCH 2, 2023
How to Deal With Workplace Saboteurs Workplace saboteurs aren’t common, but they are a huge source of frustration when you encounter one. Christine, from Melbourne, Australia, described a classic example: “I worked for almost four months to get the project organized. We were right on track for our go-live launch date, and there had […] Shaun Belding | www.shaunbelding.
What is conversation intelligence?
Callminer
MARCH 15, 2023
Read this blog to better understand conversation intelligence, how it works, its benefits, and what to look for when selecting a conversation intelligence platform.
As people, we don’t need personalization, we need humanization – Interview with Paul Greenberg
Adrian Swinscoe
MARCH 28, 2023
Today’s interview is with Paul Greenberg, the founder & Managing Principal of The 56 Group, LLC, an advisory firm, focused on customer-facing strategic services, including CRM, […] The post As people, we don’t need personalization, we need humanization – Interview with Paul Greenberg first appeared on Adrian Swinscoe.
How AI Will Impact the Employee Experience
The DiJulius Group
MARCH 13, 2023
While artificial intelligence (AI) is already improving the customer experience, it will dramatically improve the employee experience over the next decade. Tedious tasks that once took agents hours upon hours to complete—be it boring data entry or replying to repetitive questions—will be relegated to computers. Along with its subfield of machine learning (ML), there are.
How to Easily Navigate Crypto Accounting in the Web3 Era
Speaker: Aaron Jacob, VP of Accounting Solutions & Reagan Cook, GTM Lead
Are you struggling to navigate the complexities and challenges that come with crypto accounting? 🤔 This new webinar will cover everything businesses need to know to get started with crypto accounting after incorporating crypto into their business models! Industry experts Aaron Jacob and Reagan Cook of TaxBit will thoroughly explore the prevalent operational hurdles encountered by accounting teams when interacting with crypto on the books, and detail how software solutions can effectively
Operational excellence: An underrated strategy for riding through economic uncertainty
Customer Think
MARCH 27, 2023
We are just one quarter into 2023 and it is certainly shaping up to be a tough one. We have already seen disruption in the tech sector with layoffs amounting to a whopping 140,000 people in three months.
4 organizations that took chatbots to the next level
CX Network
MARCH 7, 2023
As generative AI takes chatbots into a new era, CX Network reflects on four deployments that elevated the standard of CX
Building community for Black History Month and beyond
Zendesk
MARCH 6, 2023
Many of the events over the past year were historic, especially for Black Americans. From Ketanji Brown Jackson becoming the first Black woman to serve as a justice of the U.S. Supreme Court, to the killers of Ahmaud Arbery and George Floyd being convicted, to Maya Angelou becoming the first Black woman on the U.S. quarter, there have been several recent triumphs for the Black community.
Buyer's guide: How to choose the best NLP software
Callminer
MARCH 6, 2023
This blog reviews what natural language processing is and explores expert tips and best practices for choosing the best NLP software for your business.
7 Essential Criteria for Choosing the Right Payments Partner
Speaker: Brad Pinneke, VP of Business Development at Payrix and Worldpay for Platforms
In this webinar, Brad Pinneke, Vice President of Business Development at Payrix and Worldpay for Platforms, will dive into the 7 must-have criteria for evaluating payments partners, helping you maximize both efficiency and the long-term value of your investment. From assessing technology capabilities to leveraging business development opportunities, this session will give you a clear, actionable strategy to select the right partner for scaling your business.
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