Steve DiGioia

JUNE 26, 2023

We have studied ways to best serve our customers ad nauseam. We use numerous metrics to gauge customer sentiments. We sit through seminar after seminar to learn the latest tactics to enhance the customer experience and spend thousands of dollars on certification courses signaling to our peers our “expertise”. And countless experts have built impressive careers by writing books, making speeches, and hosting training courses and podcasts.

Customer centricity 195

Customer centricity Coaching Metrics Accountability 195

Callminer

JUNE 26, 2023

Sentiment analysis and machine learning have become crucial tools for gauging the customer experience. Read this blog to learn how your business can leverage sentiment analysis.

Customer Experience 182

Customer Experience 182

ShepHyken

JUNE 26, 2023

Top Takeaways: You can only expect to deliver a remarkable customer experience if you have remarkable employees. People think that customer experience and employee experience are two different silos. The better way to look at it is that they are two sides of the same coin because we need to work on both. The first 100 days are the most important time in the entire relationship with an employee.

Surveys 156

Surveys Personalization Sales Customer Experience 156

Lumoa

JUNE 26, 2023

A marketing strategy with an 89% retention and an even better purchase rate – sounds unreal, right? But with an omnichannel marketing strategy, these numbers are quite achievable. In fact, several companies, ranging from media to finance, are already investing in an omnichannel customer experience to boost their sales and revenue. For example, Target, one of the top US retail chains, improved its pickup sales with an omnichannel campaign.

Customer Experience 83

Customer Experience Metrics Banking Surveys 83

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Cisco - Contact Center

JUNE 26, 2023

To evade detection, attackers will often live-off-the-land by using pre-installed binaries like powershell.exe and communicating with legitimate cloud services like dl.dropbox[.]com.

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Cisco - Contact Center

JUNE 26, 2023

Cisco and Intel validate interoperability between Cisco Nexus 93180YC-FX3 Switch and Intel® Ethernet 800 Series Network Adapters that feature enhanced timing capabilities for faster and lower cost … Read more on Cisco Blogs

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Anexa BPO

JUNE 26, 2023

In today’s digital age, social media has become an integral part of our lives, revolutionizing the way we connect, communicate, and consume information. It’s no surprise that brands have also recognized the potential of social media as a powerful tool for providing exceptional customer service. In this blog, we’ll explore how forward-thinking brands are utilizing social media platforms to enhance their customer service experience, foster meaningful relationships, and build a lo

Customer Service 52

Customer Service outsourcing Customer centricity Feedback 52

Cisco - Contact Center

JUNE 26, 2023

Meraki’s API has transformed significantly starting with the adoption of Swagger, now known as OpenAPI v2.

APIs 73

APIs 73

NobelBiz

JUNE 26, 2023

Managing a call center goes beyond delivering exceptional customer service. It requires a deep understanding of the importance of call center infrastructure to maintain a seamless operation. A well-designed infrastructure serves as the backbone of the call center, encompassing various components such as hardware, software, networks, and communication systems.

Call Center 52

Call Center Interactive Voice Response call center software CRM 52

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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

Surveys

Nicereply

JUNE 26, 2023

Employee satisfaction, or eSAT, is a measure of how happy employees are in their position. Here’s why you should track it. Businesses across industries have recognized employee satisfaction’s pivotal role in their overall success. And it makes sense , right? At its most basic, satisfied employees tend to exhibit higher levels of engagement, commitment, and enthusiasm when serving customers.

Surveys 52

Surveys Employee engagement Metrics Customer centricity 52

Genroe

JUNE 26, 2023

Discover how CyberCX transformed their customer experience, boosting NPS and amplifying business growth with a comprehensive CX program. The post [Case Study] Transforming the Digital Frontier – CyberCX’s Successful Customer Experience Program appeared first on B2B Marketing | Customer Feedback | Net Promoter Score | Genroe.

Customer Experience 52

Customer Experience B2B Feedback Marketing 52

Certified Languages International

JUNE 26, 2023

“Lenders and servicers must be required, not merely encouraged, to respond to the needs of LEP consumers with concrete steps to increase access to written and oral assistance. Without action, LEP consumers will continue to face significant barriers in achieving homeownership and saving their homes when they face hardship.” – Nicole Cabañez, Skadden Fellow at the National Consumer Law Center A significant barrier for borrowers who don’t speak English in the U.S.

Finance 52

Finance Real estate Banking Call flow 52

24-7 InTouch

JUNE 26, 2023

Gaming has evolved from a mere hobby to a global phenomenon, captivating millions of players worldwide. With an industry that generates billions in revenue each year, the focus on gamers’ experience has never been more crucial. As a thought leader in customer experience optimization, IntouchCX understands the significance of delivering exceptional gaming experiences.

Best practices 52

Best practices Feedback Technology Surveys 52

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Experience

Kapta Customer Success

JUNE 26, 2023

Today, more than ever, businesses need to be on the lookout for the signs of churn risk. This is especially true when it comes to key accounts since they represent a significant amount of your recurring revenue that you need to protect.

Accountability 52

Accountability Management 52

Vistio

JUNE 26, 2023

Watch the full podcast here:  Or click here to just listen to the audio.     Live from CCW in Las Vegas, we’ll be bringing back one of our “CX QA Live!” regulars for a very special topic. Serving as a director for ACEL, Co-Founder and COO of Support U, it’s our dear friend Dr. Hui Wu-Curtis speaking on the most important asset in your CX leadership teams.

Technology 52

Technology Best practices 52

CSM Magazine

JUNE 26, 2023

Right now, generative artificial intelligence (AI) tools like ChatGPT are making headlines — and in some cases, being used to write those headlines — leading to excitement and speculation about what the future holds. Some articles focus on uncertainty and anxiety: that AI is not yet sophisticated enough to be trusted with important decisions or inputs, or that even a small human error in input could result in major harm.

Contact Center 52

Contact Center Wait times Technology Analytics 52

JustCall

JUNE 26, 2023

The housing market is currently experiencing significant pressure due to the prevailing macroeconomic conditions. Factors such as high mortgage rates and soaring home prices , coupled with concerns about an impending recession, have deterred many potential home buyers. Consequently, this fear and lack of purchase intent have had a widespread impact on the livelihoods of real estate agents, who are now struggling to make ends meet due to the reduced demand in the market.

Real estate 52

Real estate Marketing Scripts Personalization 52

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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

Self service

Cisco - Contact Center

JUNE 26, 2023

Funding the planning, deployment, and operation of a community broadband network takes a lot of capital.

Government 52

Government 52

JustCall

JUNE 26, 2023

In today’s digital age, communication has become more critical than ever before, and it is no different when it comes to the real estate industry. Real estate agents require efficient communication methods to keep in touch with leads, manage appointments and stay up-to-date with clients. This is where real estate SMS marketing comes into play.

Real estate 52

Real estate Scripts Marketing Best practices 52

Zappix

JUNE 26, 2023

Running a successful healthcare practice requires more than just medical expertise. It involves managing various administrative challenges, one of the most significant.

Healthcare 40

Healthcare Management 40

JustCall

JUNE 26, 2023

In the competitive world of real estate, where success hinges on building strong relationships and closing deals, effective lead follow-up is a simple but often overlooked strategy to increase your chances of converting leads into net new customers. This is where a real estate follow up system comes into play. Lead follow up is usually done once or twice by many real estate agents, without a coherent strategy behind it, leading to low conversion rates.

Real estate 52

Real estate Chatbots CRM Metrics 52

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

Feedback

ShepHyken

JUNE 26, 2023

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Customer Experience Insights From Fast-food Chains by Brittany Hodak (Brittany Hodak) In today’s experience economy, customers are no longer comparing you to your direct competitors.

Customer Service 38

Customer Service Customer centricity B2C Entertainment 38

AWS Machine Learning

JUNE 26, 2023

Machine learning (ML) administrators play a critical role in maintaining the security and integrity of ML workloads. Their primary focus is to ensure that users operate with the utmost security, adhering to the principle of least privilege. However, accommodating the diverse needs of different user personas and creating appropriate permission policies can sometimes impede agility.

Management 71

Management Construction Automotive Engineering 71