Callminer

MARCH 3, 2021

Read this blog to learn how the right tips and strategies can help your organization deliver positive, effective customer experience.

Customer Experience 390

Customer Experience 390

eglobalis

MARCH 2, 2021

The European Customer Experience Organization the real associationpractical , employee experience , experience design , innovation launch Ricardo Saltz Gulko and Adrian Swinscoe. The post The European Customer Experience Organization is now live! The Time to Evolve Together arrived! appeared first on Eglobalis.

Customer Experience 365

Customer Experience Innovation CEM Customer Relationship 365

Intercom, Inc.

MARCH 3, 2021

There are many ingredients involved in successfully building a great product, but fundamentally it all boils down to a series of decisions. And it’s the quality of those decisions – and the speed at which you can make them – that will dictate how fast you can bring value to customers and realize positive impact for your business. That can be said of most businesses, at any scale, but too often the hard job of thinking about how businesses make decisions goes unexamined, never mind improved

Engineering 260

Engineering 260

Inside Customer Service

MARCH 4, 2021

Before the pandemic began, I had just started volunteering to do trail maintenance at Mission Trails Regional Park in San Diego. (The pandemic has shut that down for now.) Mission Trails is a large, open-space park with miles of hiking and mountain biking trails. Trail maintenance volunteers clear brush, control erosion, and otherwise make trails safer and more enjoyable to use.

E-commerce 157

E-commerce Legal Hospitality Hospitality 157

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 Satisfaction

Fonolo

MARCH 4, 2021

Contact center reporting can be stressful for even the most seasoned managers and directors. Even with modern technology, it’s still impossible to predict call volumes and customer demand with full accuracy. But when your team’s performance is being evaluated based on cold hard metrics, it can be downright nerve-wracking to explain the numbers to upper management.

Contact Center 148

Contact Center Customer Satisfaction Social Media Technology 148

Bill Quiseng

MARCH 1, 2021

“You will be the same person in five years as you are today except for the people you meet and the books you read.” Charlie “Tremendous” Jones. Believing in this mantra for years, as an avid reader of the books by Dr. Joseph Michelli, I have learned so much about delivering the World’s Best Customer Experience through his insight starting with his book, The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary.

Hospitality 148

Hospitality Hospitality Sales Innovation 148

The DiJulius Group

MARCH 3, 2021

5 Quick Tips to Help you Make Price Irrelevant 1) Customer Service Feature Story One thing for sure, when customer service rankings come out, if you want to see where lawyers, doctors, or accountants fall, keep scrolling and scrolling and scrolling. You will find them with the Bureau of Motor Vehicles, internet providers, and airlines. Read Full Article.

Customer Service 105

Customer Service Customer Experience 105

Fonolo

MARCH 2, 2021

Tracking is vital to providing a great customer experience and running a call center. But most metrics that contact center managers use to measure agents focus on optimizing them rather than encouraging them. And they usually end up doing neither. Top Contact Center Trends 2021. Your contact center runs on technology , but it’s your agents doing the running.

Net Promoter Score 148

Net Promoter Score Contact Center NPS Customer Satisfaction 148

Kate Nasser

FEBRUARY 28, 2021

To deliver the best customer experience be plentiful & ready in these specific ways. Insights from Kate Nasser, The People Skills Coach™. The post Best Customer Experience: Be Plentiful & Ready | #CX #CustServ appeared first on KateNasser.com.

Customer Experience 101

Customer Experience CX Customer Service 101

Intercom, Inc.

MARCH 4, 2021

Our IWD theme this year is #ChooseToChallenge. Challenge drives change, so we must choose to challenge ourselves. And the timing couldn’t be more urgent. Women, and especially black women, have been hit disproportionately hard during this pandemic. It’s going to take exceptionally bold and driven people to rise to the challenge. And no one knows this better than Zanade Mann , founder and Managing Director of the Black Women’s Business Collective.

Start-ups 151

Start-ups Social Media Education Finance 151

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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.

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LitmusWorld

MARCH 5, 2021

21 Must-Read Employee Experience Books in 2021 21 Must-Read Employee Experience Books in 2021 Employee experience is equally important as customer experience! This article covers the 21 Must-Read Employee Experience books by the industry experts Read more… 21 Must-Read EX Books for 2021 appeared on LitmusWorld.

Customer Experience 98

Customer Experience 98

Zendesk

MARCH 4, 2021

More conversation about gender equity is always a good thing on International Women’s Day—but what’s the risk of all the ‘noise’ drowning out real action and progress? Unfortunately, every woman will have a story to tell about performative allyship when it comes to gender equality in the workplace. You know, a scenario whereby a business outwardly promotes a culture of inclusion and shouts about how it supports women, only for the real story to be quite different.

Engineering 98

Engineering Government Contact Center Education 98

TeamSupport

MARCH 3, 2021

In Part 1 of this blog series we introduced the new imperative for customer support and customer success—achieving success for your customers… and for your bottom line. The first way to do so is to ensure product adoption and use. The second way is to use B2B customer support tools to proactively strengthen your customer relationships and reduce churn.

B2B 98

B2B Customer Relationship Customer Retention Customer Feedback 98

Astute

MARCH 2, 2021

Voice of customer helps your business benefit from listening to & engaging with what your customers say about your brand. The post The Essential Voice of Customer Guide appeared first on Astute.

98

98

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.

AI

Hodusoft

MARCH 1, 2021

Over a period of time, contact centers have evolved drastically. Customer satisfaction has become a key priority for businesses. They are making all the possible efforts to augment the customer experience so that they can build a loyal customer base and enhance their business growth. Contact centers play an important role in defining the kind of service experience that a business provides to its customers.

Contact Center 98

Contact Center CRM Start-ups Customer Relationship Management 98

Zendesk

MARCH 2, 2021

2020 upended ways of working for companies around the world. Shifts in thinking about goals, processes, and outcomes, given a workforce working largely from home, have forced numerous changes that impact every part of an organization. At Zendesk, one of the areas that required some soul searching was around our social impact programs. In particular, the global health and economic crisis and deep social unrest in the U.S. moved us to rethink our approach to grant-giving; it was clear that support

Technology 98

Technology Technology 98

Zonka Feedback

MARCH 2, 2021

The other day, my grandfather, who was in business in his times, was sharing with me about how they measured customer feedback and happiness. It was through gestures and conversations. He said, a smile after purchase, or a revisit was an indicator of customer satisfaction.

Customer Satisfaction 95

Customer Satisfaction NPS Customer Feedback Customer Experience 95

DMG Consulting

MARCH 2, 2021

Paying Attention to Agent Wellbeing will Improve your Brand. The pandemic has had a dramatic impact on contact centers, most of which has been positive. As can be seen in DMG’s new Report, Contact Centers in a Post-Pandemic World: A Strategic and Tactical Guide to the Future , COVID-19 has accelerated digital transformation by 2 – 6 years. This is driving major upgrades and enhancements in existing operating systems, the expansion of digital channel support, a self-service replacement cycle as w

Contact Center 93

Contact Center Artificial Intelligence Scorecard AI 93

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.

AI

Totango

MARCH 5, 2021

Customer retention is the lifeblood of any savvy enterprise. It’s the only way to be successful in this customer-centered economy and ensure scalable long-term revenue. To retain customers, companies must make the customer experience better and ensure customers never stop seeing value from their product or service. As such, you will need to keep a close eye on your customers as they progress along the customer journey to avoid churn and gather the data needed to calculate your retention rate.

Customer Retention 89

Customer Retention Net Promoter Score Start-ups NPS 89

Zendesk

MARCH 1, 2021

A contentious election, protests, and the storming of the U.S. Capitol captured the world’s attention in 2020 and 2021. These events have led organizations to gauge their effectiveness in creating safe, welcoming spaces for their employees and customers. As a result, more companies are looking for ways to strengthen their DE&I with inclusive language.

Start-ups 98

Start-ups Gambling Innovation Education 98

The DiJulius Group

MARCH 3, 2021

The DiJulius Group’s Chief Revolution Officer John DiJulius interviews Stan Slap, renowned thought leader in company culture. Stan’s books on business culture have landed on the bestseller list of The New York Times, The Wall Street Journal, and USA Today. He is the CEO of the international consulting company called, by a remarkable coincidence, SLAP.

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87

DMG Consulting

MARCH 2, 2021

Question: Can gamification be used for work-at-home (WAH) agents? Answer: The forced migration of on-site contact center employees to work-at-home agents has renewed interest in employee empowerment tools. Gamification solutions are designed to improve “connectedness” for agents working at home, and to enhance engagement for employees performing their job in a physical contact center setting.

Contact Center 87

Contact Center Social Media Gaming 87

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

Customer Experience

Lumoa

MARCH 3, 2021

In this article, you will learn how to calculate survey sample size to ensure statistically significant results. It seems in any given group of friends there are a number of casual experts. Maybe one is really into movies or music. Or, perhaps, there’s a “foodie” in the group. Since we don’t have direct access to lots of experts, those people in our lives tend to be who we consult if we’re curious about that topic.

E-commerce 78

E-commerce NPS Customer Survey Customer Feedback 78

Zendesk

MARCH 3, 2021

After what felt like an eternity, we finally had the science – safe, effective vaccines – but the initial rollout of Pfizer and Moderna’s miracle jabs left a whole lot to be desired. As the current administration plays catchup, the stakes have gotten higher than ever. Experts like Ashish Jha, dean of the School of Public Health at Brown, warn that the so-called UK variant, B.1.1.7, will be dominant by the end of March.

Compliance 95

Compliance Government Innovation 95

Kate Nasser

FEBRUARY 28, 2021

To deliver the best customer experience be plentiful & ready in these specific ways. Insights from Kate Nasser, The People Skills Coach™. The post Best Customer Experience: Be Plentiful & Ready | #CX #CustServ appeared first on KateNasser.com.

Customer Experience 78

Customer Experience CX Customer Service 78

Beyond Philosophy

FEBRUARY 27, 2021

We often hear requests for the best practices in Customer Experience. We understand why, too. Who wants to endure trial and error if there is a tried and true idea guaranteed to get results? However, no tried and true idea always gets results. Instead, there are only expert opinions served as advice about what has worked in the past. These are often the “best practices.” We argue that best practices, no matter how solid a suggestion they are, could use a bit of challenge and a dose o

Management Consulting 74

Management Consulting Customer Experience CX 74

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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.

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Myra Golden Media

MARCH 3, 2021

Chat support is not supposed to be rote like an ATM transaction. The idea is to insert a personal tone so you can build rapport and even delight customers. You can do four things in chat interactions, starting today, to make them more human. One. Use “I,” We,” “You,” “Your” personal pronouns because they instantly make the tone unique.

Start-ups 71

Start-ups Customer Service Customer Experience 71

Zendesk

FEBRUARY 27, 2021

Here are the newest integrations from Zendesk to help your agents provide great customer experiences. eZSign DocuSign. eZSign DocuSign for Support and Sell directly integrates your DocuSign account into Zendesk Support or Sell environments to create and view documents without leaving the platform. Send envelopes directly and collect electronic signatures in a few minutes with this integration.

Invoicing 90

Invoicing CRM Sentiment Analysis Omnichannel 90

LitmusWorld

FEBRUARY 27, 2021

Driving Your Customer Experience for Superior Brand Growth (White Paper) Are you aspiring to create an amazing customer experience journey for your business? Check out this white paper to understand how to design a customer Read more… Driving Your Customer Experience for Superior Brand Growth (White Paper) appeared on LitmusWorld.

Customer Experience 64

Customer Experience 64

Totango

MARCH 2, 2021

Mapping out your customer journey stages empowers you to optimize each step for a satisfying experience that promotes higher retention. In this blog, we’ll look at how the customer journey has been reconceived around the image of a flywheel that integrates both the pre-sales and post-sales steps in the process. Then we’ll break down how you can deliver value at each of your customer journey stages to promote higher customer retention and brand advocacy at the end of the process.

Net Promoter Score 63

Net Promoter Score Sales Customer Journey Map Customer Retention 63

Speaker: Evelyn Chou

Choosing the right business intelligence (BI) platform can feel like navigating a maze of features, promises, and technical jargon. With so many options available, how can you ensure you’re making the right decision for your organization’s unique needs? 🤔 This webinar brings together expert insights to break down the complexities of BI solution vetting.

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