CCNG

APRIL 20, 2022

Honesty forms the bedrock from which all legitimate success derives, and customer contact organizations challenged with attracting and retaining personnel should obsessively seek and share truth to create a culture of trust that can elevate employee and customer experience along with business performance.?

Customer Experience 195

Customer Experience CCNG Analytics Gamification 195

ShepHyken

SEPTEMBER 13, 2019

This week we feature an article by Hamzah Tariq who shares seven ways to improve the overall live chat experience for your customers. Businesses constantly try to improve the customer experience they deliver through new approaches, tools and strategies. . Share documentation .

Customer Experience 271

Customer Experience Technical Support Self service Best practices 271

Topdown

JULY 7, 2016

DOCUMENT Strategy Media has included Topdown in their "2016 HOT Companies in Customer Experience (CX)" list, published in the Summer '16 issue of DOCUMENT STRATEGY magazine. Topdown was one of only 19 companies in the huge customer experience solution marketplace to be profiled in the publication.

Customer Experience 59

Customer Experience 59

CSM Magazine

MAY 19, 2020

Documentation is extremely important in every aspect of customer service. At a help desk, a call center, or during a sale, documentation provides the foundation for that lead in the future. In addition, documentation allows managers to see what is working for customers and what isn’t working.

Customer Service 52

Customer Service Sales Call Center Surveys 52

CCNG

JANUARY 10, 2024

Information that can be updated and delivered instantaneously by an agent to a customer looks like a productivity boost as well as a driver of positive customer experiences. Every change must be documented to stay within regulations, and this documentation must be automated. Has an audit trail. Works operationally.

Technology 195

Technology CCNG Coaching Contact Center 195

Customers That Stick

NOVEMBER 6, 2014

As customer service professionals, we are always thinking of ways to respect our customers’ time. Nintendo’s documentation, their expert call center reps, and their patience with us flipped this on its head. In the end, they had me, the customer, respecting their time as we navigated the steps to get this device fixed.

Call Center 156

Call Center Education Customer Service Sales 156

Method:CRM

MARCH 13, 2023

No matter the industry, customer experience is a huge part of your business success. You should never neglect your customers’ wants and needs. Instead, you should strive to exceed customer expectations. An effective way to improve customer satisfaction is to incorporate a customer experience portal into your business.

Customer Experience 90

Customer Experience Self service Education Best practices 90

ShepHyken

FEBRUARY 8, 2019

In my past experience as both a consultant and owner/operator of a BPO, I understand that CSAT surveys tend to get all the attention. CSAT surveys are critical in determining challenges that your customers are facing so that you may improve the customer experience. Of course, this is with good reason. What You Can Do.

Feedback 235

Feedback Customer Experience Abandon rate Surveys 235

Certified Languages International

DECEMBER 22, 2023

Monolingual banking that only caters to English speakers results in poor customer experiences, lost opportunities, and decreased satisfaction for large segments of the population with limited English proficiency (LEP). Miscommunications can also occur when working across languages, severely damaging customer experiences.

Banking 40

Banking Customer Experience Bilingual agents Customer retention 40

NobelBiz

MARCH 12, 2024

Disjointed experiences not only frustrate customers but also hinder businesses from nurturing loyalty and trust. To address and overcome this challenge, many companies have started embracing Unified Customer Experience Management (Unified CXM). CXM has completely revolutionized how brands engage with their customers.

Customer Experience 52

Customer Experience Management Omni-channel support Journey mapping 52

Topdown

MARCH 22, 2016

I’ll be a presenter at Document Strategy Forum ‘16 in Chicago, Illinois, at 3:00 p.m. Chicago, Illinois, May 10-12. on Tuesday, May 10, 2016.

Customer Experience 54

Customer Experience 54

CSM Magazine

AUGUST 30, 2022

The advancement of digital technology makes the signing of documents faster and easier than in the past when everything was paper-and-pen based. E-signatures enable people to sign documents digitally or electronically using a special pen and a computer device, like a smartphone or tablet. Expedite Document Signing And Approval.

Customer Experience 52

Customer Experience Real estate Technology Education 52

Mindtouch

APRIL 26, 2018

Or maybe the real question is, why are you making it so hard on your customers? Companies that don’t make at least some of their documentation public are likely missing a huge opportunity for self-service. Correction: their customers are definitely missing out on the opportunity to help themselves. That’s a self-service fail.

Self service 48

Self service Customer effort Education Customer Support 48

Unymira

FEBRUARY 19, 2020

How did a large retail company reduce their customer support documents by 59%? It wasn't with "this one weird trick" ??. Let's dive in.

Customer Support 75

Customer Support Contact Center Call Center Customer Experience 75

Cincom

AUGUST 17, 2020

Improving Customer Experience: Moving from Ideas to Actions. Organizations, large and small, have launched initiatives and projects aimed at improving the experiences they provide to their customers and channels. What has caused customer-centric strategies and the customer experience to move from ideas to actions?

Customer Experience 98

Customer Experience Customer centricity Sales Personalization 98

Satrix Solutions

APRIL 21, 2022

Employees, especially those on the front lines, are often a valuable resource – especially if they’ve been diligent at documenting conversations with customers and prospects. Customer Advisory Boards / Product Councils. It helps uncover the larger ‘why’ that can’t always be identified with quantitative data alone.

Customer Experience 103

Customer Experience B2B Feedback Consulting 103

PeopleMetrics

FEBRUARY 21, 2023

Picture this: your customer experience (CX) team has gone through your customers’ feedback, identified regular pain points in the customer journey, and found solutions to reduce friction and retain more customers. Chances are that the change in customer needs wasn’t actually sudden but a gradual shift.

Customer Experience 117

Customer Experience Journey mapping Surveys Banking 117

Nicereply

SEPTEMBER 16, 2021

You can listen to Customer Experience Leaders Chat also on: Apple Podcasts. Every day your support team interacts with customers who provide loads of small pieces of feedback about your product, services, and competitors. Sid shares with us how these insights get Support a seat at the table to help shape the Customer Experience.

Customer Experience 114

Customer Experience Feedback Surveys Customer Support 114

CCNG

JANUARY 31, 2024

Increased Productivity, Enhanced Worker Mental Health, and a Better Customer Experience The new knowledge age is part of a company’s culture and transforms the old, static way of managing data and information into a dynamic knowledge culture. It’s not about a basic set of FAQs that customers can access through self-service.

CCNG 195

CCNG Self service Best practices Chatbots 195

Mindtouch

MARCH 27, 2018

It’s an apt metaphor for the way help content is sometimes created and disseminated to customers. Different types of product documentation stored in different, hard-to-find places. This kind of content experience can quietly create a high-effort self-service experience for your customers.

Self service 59

Self service Customer Experience Marketing Management 59

Nicereply

AUGUST 11, 2020

Luckily for you, the needs of customers continuously evolve and, with them, the types of roles available to people like us who love to help them. Read on to see some neat functions available in customer experience and tips to use to advocate for their value within your company. Implementation Engineer. Information Architect.

Customer Experience 105

Customer Experience Engineering Sales Best practices 105

ShepHyken

FEBRUARY 21, 2020

He shares tactics to help ensure a point-of-sale system will enhance the customer experience. In today’s highly competitive and constantly advancing retail industry, there is no place for ordinary customer service. Utilize your best resources and strategies to ensure a smooth checkout and maximum customer satisfaction.

Sales 238

Sales Customer Experience Marketing Personalization 238

Callminer

MAY 11, 2020

Ultimately, disgruntled employees can even have a negative impact on the customer experience , as unhappy employees are less likely to go the extra mile to ensure that your customers are satisfied. Meet Our Panel of Customer Service & Customer Experience Managers: Anh Trinh. Take responsibility.

Management 273

Management Customer Experience Customer Service Coaching 273

Steve DiGioia

SEPTEMBER 16, 2016

Today’s guest post is by Ben Motteram , the Principal at CXpert, a customer experience consulting company. Ben has over 20 years’ experience in customer service, and is a recognized CX thought leader. Everyone needs to understand how they are affecting the customer experience. Thanks Ben! BF : My pleasure.

Real estate 257

Real estate Customer Experience Journey mapping Employee engagement 257

AWS Machine Learning

NOVEMBER 26, 2023

Today, we are excited to announce three launches that will help you enhance personalized customer experiences using Amazon Personalize and generative AI. Amazon Personalize is a fully managed machine learning (ML) service that makes it easy for developers to deliver personalized experiences to their users.

Personalization 105

Personalization Customer Experience APIs Entertainment 105

CCNG

OCTOBER 25, 2023

In a recent CCNG member Town Hall, Kelly Sigmond led this discussion on how to achieve successful employee engagement implementing Customer Experience technology. Kelly has extensive experience as a CX champion and leader, working for the United States Postal Service for 32 years.

CCNG 195

CCNG Technology Employee engagement Government 195

Lumoa

SEPTEMBER 30, 2022

By now, the importance of delivering a superb customer experience in banking is crystal clear. It’s estimated that financial brands that deliver a better customer experience (CX) receive twice as many recommendations. Plus, their customers are also two times more likely to try new products or services. .

Banking 94

Banking Customer Experience Big data Chatbots 94

Nicereply

OCTOBER 4, 2022

Empower customer experience and win loyal customers. The customer experience (CX) is arguably one of the most vital functions of your business. The overall customer experience you create is subjective. Do want to create a consistently excellent customer experience? Software Tools.

Customer Experience 59

Customer Experience Journey mapping Employee engagement Surveys 59

The Petrova Experience

MARCH 7, 2024

” In addition to making us laugh, this public passenger feedback stresses exactly what customer experience in your design-build project is. We are sure there was a reason for this suboptimal customer experience. And some offer more opportunities to elevate the experience. What is Great Customer Experience?

Customer Experience 52

Customer Experience Transportation Healthcare Government 52

Mindtouch

JUNE 13, 2018

They’ve taken screenshots, written the documents, and put them through workflow for publication. Off that documentation goes to the knowledge base. Things are generally peachy until we come to find that internal customers aren’t actually using the documentation. Maybe they don’t know certain documentation exists at all.

Self service 48

Self service Customer Support Sales Technology 48

Quadient

DECEMBER 16, 2021

A new era in government-sector customer experience. As a customer experience (CX) practitioner, I was surprised to find that an Executive Order (E.O.) This ushers in a new era of government customer experience. Executive office customer experience order: what it is. requesting a document, .

Government 52

Government Customer Experience Best practices Healthcare 52

Back Office Centers

JULY 6, 2023

They do tasks including data input, record upkeep, transaction processing, documentation, and other duties. Verification of Documents Your firm needs document verification since it will assist you spot fraudulent papers. Verifying the legitimacy of your documents is essential.

outsourcing 58

outsourcing Customer Experience Calibration Sales 58

LiveVox

JULY 31, 2020

At this point, cross-selling itself is well-documented as a no-brainer, being probably the simplest thing that a business can do to significantly increase revenue. In simple terms, you have a wildly higher chance of converting existing customers when compared to new prospects […].

Analytics 93

Analytics Customer Experience 93

Lumoa

MAY 9, 2023

In the highly competitive world of business, understanding and enhancing the customer experience is of paramount importance. As a result, organizations can boost customer satisfaction and loyalty, paving the way for sustained revenue growth. A third more practical issue relates to the unit of sentiment.

Feedback 83

Feedback Customer Experience Customer centricity SaaS 83