TechSee

AUGUST 14, 2023

Follow on LinkedIn Agnes So, Head of Customer Support & Engagement at HotDoc Based in Melbourne, Agness is passionate about creating exceptional customer experiences through lean teams, self-service, and training. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

ShepHyken

OCTOBER 23, 2023

I have added my comment about each article and would like to hear what you think too. My Comment: Do your customers know you care about them? From ChatGPT to Google Bard, AI tools are taking the world by storm and redefining how we think about everything from workplace collaboration to the customer journey.

Customer Service 158

Customer Service Construction Contact Center Scripts 158

Fonolo

MAY 11, 2022

But adopting a few CX tactics isn’t enough to stay competitive. That’s why Fonolo is back with the 2022 Customer Experience Excellence Awards ! . Meet our 2022 CX Award Winners. FACT: In 2021, EECU Saved their members 59 years worth of hold time with Voice Call-Backs! Learn More About the CX Awards.

Abandon rate 67

Abandon rate Education Contact Center Call Center 67

TechSee

JUNE 16, 2022

He is a popular speaker in the space, having given about 1000 keynote speeches in more than 40 countries! His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world. Follow on LinkedIn. Tom Hinds, SVP Customer Engagement at Advocate Aurora Health. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Anexa BPO

FEBRUARY 17, 2023

In today’s competitive business world, customer experience (CX) has become a critical component of any successful business strategy. In the B2B space, CX is just as important as it is in the B2C space, and failure to provide a positive CX can result in lost business, negative word-of-mouth, and a damaged reputation.

B2B 52

B2B Bilingual agents Outbound sales B2C 52

Taylor Reach Group

JUNE 23, 2021

A major sporting goods retailer is scheduled to launch an outdoors-focused retail brand in 2021, and has retained The Taylor Reach Group, Inc. In order to ensure the smoothest possible launch, we need to be certain that CX operations are in place before support is needed.”. About The Taylor Reach Group, Inc.

Government 120

Government Consulting Consulting Contact Center 120

PeopleMetrics

DECEMBER 17, 2020

Planning for Customer Experience (CX) in 2021. What can you do NOW to get your CX program ready for 2021. What are the key touchpoints you must measure in 2021? How has COVID-19 changed the way we measure customer experience (CX)? Discover our award-winning Customer Experience (CX) blog: [link].

Customer Experience 62

Customer Experience Accountability Feedback Technology 62

PeopleMetrics

AUGUST 24, 2021

It's halfway through 2021 and your CX strategy needs a checkup! CX directors and managers, get together with your team to look at your customer experience metrics and where you want to go next. Discover our award-winning Customer Experience (CX) blog: [link]. Sign up for more PeopleMetrics LIVE! sessions: [link].

Customer centricity 62

Customer centricity Metrics Customer Experience Accountability 62

CCNG

NOVEMBER 9, 2022

Cloud-based providers of omnichannel customer service, CRM, QA, coaching and other processes creatively aligned with their customers to advance remote workforce capabilities and elevate CX. A 2021 Gallup survey found that a mere 23% of U.S. A 2021 Gallup survey found that a mere 23% of U.S. A human sanctuary.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

Anexa BPO

FEBRUARY 25, 2021

Mexico City, Mexico – February 18, 2021 – Anexa BPO was named a Finalist today in the Best User Experience (UX) and Digital Strategy/Transformation categories in the 2021 Customer Centricity World Series Awards. The winners will be revealed during the virtual conference and awards ceremony happening on May 18 & 19, 2021.

Customer centricity 52

Customer centricity Government outsourcing Technology 52

Lumoa

OCTOBER 31, 2021

Forsta is very excited about what has already been proven and what’s ahead for our partnership with Lumoa,” said Giles Whiting, Chief Operating Officer and Managing Director, VoC and VoE, at Forsta. Both solutions also support more than 60 international languages. Founded in the Nordics,  Forsta  means “to understand” in Swedish.

Feedback 83

Feedback Surveys Customer centricity Analytics 83

CSM Magazine

DECEMBER 10, 2021

This is the first year AWS is giving the award, which showcases VoiceFoundry’s commitment to AWS customers, to empowering them to deliver intelligent, dynamic customer experiences with Amazon Connect, and to the APN Program. We are pleased to recognize a variety of partners through the APN Partner Awards EMEA 2021.

Interactive Voice Response 52

Interactive Voice Response Technical Support Contact Center contact center solutions 52

COPC

SEPTEMBER 30, 2022

helps companies deploy the best practices found in the COPC CX Standard through consulting, research, certification and training. First awarded this prestigious recognition in March 2021, COPC Inc. The technology also supports compliance with the COPC CX Standard — a requirement of the COPC ATP program. About COPC Inc.

Calibration 63

Calibration Best practices Quality management Benchmark 63

ClearAction

OCTOBER 25, 2022

Assessment for Almost-Automatic CX Excellence Lynn Hunsaker. To propel your firm to world-class performance, an assessment for almost-automatic CX excellence is now available. You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career.

Journey mapping 71

Journey mapping Customer centricity Accountability Metrics 71

Anexa BPO

AUGUST 29, 2023

The only thing predictable about customer expectations is change. The Anexa customer service teams are hand-picked, highly trained professionals who are committed to taking customer experience to the next level with the latest technology, bilingual ability, and proven CX strategies. Reach out to Anexa today.

outsourcing 52

outsourcing Customer retention Sales Personalization 52

CSM Magazine

OCTOBER 24, 2022

Neil joins IRIS from his role as Managing Director for Odigo CX Solutions, a European leader in the Contact Centre SaaS market, with previous experience as Commercial Sales Director at Genesys and Head of Sales at Noble Systems. ” To find out more about IRIS Clarity, visit the website here.

Sales 52

Sales Technology SaaS Analytics 52

Creative Virtual

DECEMBER 7, 2021

Welcome to Creative Virtual’s annual year in review blog post for 2021! Here’s a recording of their full discussion: When ISG held their awards ceremony in October, Chris and Liam Ryan, Sales Director, were able to accept Creative Virtual’s trophy in person from Jan Erik. By Mandy Reed, Global Head of Marketing.

Virtual Agent 52

Virtual Agent Chatbots Enterprise Education 52

CSM Magazine

SEPTEMBER 8, 2023

The CCaaS and CRM leaders unveiled their new Customer Experience and Relationship Management solution – CX Cloud – with the exciting new offering aimed at helping businesses drive more value from data and AI through Genesys Cloud and Salesforce Service Cloud. What does this mean for the industry? Looking to find out more?

CRM 52

CRM Enterprise Consulting Consulting 52

PeopleMetrics

FEBRUARY 18, 2021

How To Close the Loop on Customer Feedback: Best Practices for 2021. Closing the feedback loop means that your organization has a process in place for reaching back out to customers who provide feedback about their recent experience (positive or negative!) Discover our award-winning Customer Experience (CX) blog: [link].

Feedback 62

Feedback Customer centricity Best practices Surveys 62

Anexa BPO

FEBRUARY 15, 2022

When we talk about multilingual customer service – both from the consumer and the provider’s standpoint, it can seem like a challenging provision. For starters, the speed of the customer service response is going to impact their CX – with the live chat platform currently emerging as one of the preferred channels across all languages.

Customer Service 52

Customer Service outsourcing Customer centricity Marketing 52

Anexa BPO

OCTOBER 15, 2021

Over the past decade, a lot has been written about CX – that critical KPI ‘customer experience’. Yes, entire back-office systems have been built around CX with front-office apps and CX designers to support them. In other words, CX needs to encompass more than listening to customers or designing efficient journeys.

outsourcing 40

outsourcing Customer Service Customer centricity Surveys 40

Talkdesk

APRIL 22, 2021

Aspiration uses the Talkdesk CX Cloud™ to proactively communicate feature releases to their customers via outbound campaigns. Cherny will be speaking on a panel at the Talkdesk sponsored Fintech conference LendIt (April 29, 2021) , “Why Climate Friendly Fintechs Are The Next Big Thing.” .

Interactive Voice Response 75

Interactive Voice Response Accountability Finance APIs 75

CSM Magazine

JANUARY 26, 2023

an award-winning digital customer experience (CX) solutions provider for innovative technology and other blue-chip companies, announced today the launch of its first Digital CX Center of Excellence in Singapore. Angie Tay, Group Chief Operating Officer, TDCX TDCX Inc.,

Customer Experience 52

Customer Experience Benchmark Advertising Technology 52

NICE inContact

OCTOBER 30, 2019

We established the NICE inContact CX Excellence Awards Program to celebrate and honor organizations that drive creative, innovative customer interactions. The 2020 NICE inContact CX Excellence awards program recognizes customers like you, who strive for excellence. And The Winner Is….

Best practices 48

Best practices First call resolution Employee engagement Quality management 48

JustCall

MARCH 8, 2023

They are defining the future of CX through creative ideas, innovative approaches, and impactful strategies. Here are 11 trailblazing women in CX you should start following in 2023: 1. Annette Franz Founder and CEO, CX Journey Inc. Follow Annette on LinkedIn 2. Follow Diane on LinkedIn 3. Follow Stack on LinkedIn 4.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

CustomerSuccessBox

DECEMBER 6, 2021

He has been recognized as one of the Top 25 Customer Success Influencers for 2021. Alex is also the Founder and CEO of Customer Success Excellence – the world’s first awards event dedicated to the Customer Success profession. He has been honored as a Top 100 Customer Success Strategist in 2021. Matt Myszkowski.

SaaS 52

SaaS Customer advocacy Coaching B2B 52

Anexa BPO

SEPTEMBER 15, 2022

Research shows that 76% of Spanish banking customers used their mobile banking app at least monthly in 2021, while 34% of UK loan applicants researched their options on a smartphone. Many banks are now focusing on IT improvement as a top digital transformation driver, which in turn affects CX. Customer Experience?

Banking 52

Banking Finance Business Process Outsourcing Government 52

COPC

NOVEMBER 15, 2023

This precision is critical in frontline customer experience operations where early attrition (within 90 days) is costly in multiple ways. The COPC Employee Engagement Research Series provides customer experience (CX) leaders with comprehensive insights about contact center staff satisfaction and the drivers of employee engagement.

Call Center 95

Call Center Employee engagement Best practices Contact Center 95

Enghouse Interactive

JULY 23, 2021

Nobel-Prize-winning economist Professor Daniel Kahneman did a TED talk about the Experiencing Self vs. the Remembering Self. The Remembering Self also keeps score about what happened and chooses between experiences. About Colin Shaw. Awards Magazine ranked the #1 CX influencer to follow in 2021, out of 50 other candidates.

Customer emotions 98

Customer emotions Management Consulting Consulting 98

ClearAction

OCTOBER 12, 2022

Quantifying CX ROI is the top challenge, per Pointillist’s 2019, 2020, and 2021 studies. Interestingly, Employee Experience or Partner Experience can be substituted for CX below. Experience Management (XM) encompasses CX + EX + PX. Experience Management (XM) encompasses CX + EX + PX.

Metrics 62

Metrics Management Sales Surveys 62

Talkdesk

SEPTEMBER 8, 2020

Members and caregivers are already under stress due to the ongoing COVID-19 pandemic and will only have a limited number of weeks to make healthcare choices for 2021. Minimize the abandon rate Data indicates that the post-IVR abandon rate for the healthcare sector is about 7%.

Abandon rate 67

Abandon rate Customer Experience Healthcare contact center workforce 67

Beyond Philosophy

JULY 2, 2022

I was recently out and about and thought how happy I was that the pandemic was behind us. Here are a few key moments in the discussion: 02:40 We hear about Bjorn’s pickle from Bjorn himself and reflect on how the pandemic changed both online and brick-and-mortar interactions likely forever. Tell us about it here.

Consulting 30

Consulting Consulting Customer Experience Marketing 30

Beyond Philosophy

JULY 2, 2022

I was recently out and about and thought how happy I was that the pandemic was behind us. Here are a few key moments in the discussion: 02:40 We hear about Bjorn’s pickle from Bjorn himself and reflect on how the pandemic changed both online and brick-and-mortar interactions likely forever. Tell us about it here.

Consulting 30

Consulting Consulting Customer Experience Marketing 30

Enghouse Interactive

MARCH 19, 2021

The last research was published in February 2020, the last month of normality for many of us, so we decided to do an extraordinary edition in February 2021 to see what a difference an (extraordinary) year has made. About Nicola Millard. Plus ça change, plus c’est la même chose.

Coaching 74

Coaching Technology Consulting Consulting 74

Creative Virtual

DECEMBER 10, 2020

Laura Ludmany, one of our experienced Knowledgebase Engineers, wrote a two-part blog series about helping some of our financial customers with their 24/7 customer support tools during this time. With the support of our team, they were able to successfully push their virtual agent to the forefront of their CX strategy.

Virtual Agent 52

Virtual Agent Chatbots Technology Personalization 52

BlueOcean

DECEMBER 21, 2021

Before you unplug and spend time with the people you care about, let’s look back on some of the most important contact center topics from 2021. CX Day 2021: A Reflection on My Customer Experience Journey. Learn more about her key learnings and real-world anecdotes that were especially relevant after CX Day 2021.

Customer Care 12

Customer Care Education Contact Center Customer Service 12

Enghouse Interactive

MARCH 19, 2021

The last research was published in February 2020, the last month of normality for many of us, so we decided to do an extraordinary edition in February 2021 to see what a difference an (extraordinary) year has made. About Nicola Millard. Plus ça change, plus c’est la même chose.

Coaching 40

Coaching Technology Consulting Consulting 40