Tue.Nov 12, 2019

5 Innovative Products that Changed Customer Experience For the Better


Luckily, as customer experience has grown in importance, so has the tooling that helps us provide it. Customer Experience, up until recently, wasn’t really in the limelight. People knew what it was, but it didn’t really seem too important.

3 Ways Employee Experience Impacts Customer Experience


HR Technologist Article. Guest Written by: Derek Wang. Many companies now have a focus on customer experience. Now many are realizing the significant impact employee experience has on customer experience. Here we examine three areas in which EX influences CX and how that looks at an example company.

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3 Drivers of U.S. Contact Center Agent Attrition & 1 Cost-effective Solution

Transparent BPO

I consistently hear from contact center professionals that attrition in 2019 is higher than ever, and many new-hire classes intended to accommodate seasonal ramps fall short of recruiting goals. But agent attrition has always been a burden on a company’s bottom line.

BPO Services Add To Your Customer Experience


BPO, or business process outsourcing, is a type of outsourcing that giving some tasks and responsibilities to a third-party service provider. BPO services are usually separated into two groups. The first group is back office outsourcing.

The 2020 Community Trends Webinar Series

Speaker: Vanilla Forums

Is your community program up to the standards of 2020? Save your seat for this webinar series, and don't miss your chance hear from five of Vanilla Forums' community experts as they respond to your pressing questions and dive into some of the biggest community trends identified for 2020!

Amazing Business Radio: Dennis Snow


Create a Disney-Worthy Customer Experience. Building a magical customer experience at every level. Shep Hyken interviews Dennis Snow. They discuss how to define an organization’s level of service and company culture by looking at examples from the Walt Disney World Company.

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How to Optimize the Sales to Customer Success Handoff


Imagine you’re a customer. A salesperson has lavished attention on you and your every need. As a result, you’ve made a purchase. Now, you’re ready to use the new product, and you’re looking forward to seeing if it lives up to the hype. But what happens next?

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The Value of Using Customer Insights


Every single team within your company can benefit from learning a bit more about your customers and what they’re thinking. In this article, we dive deeper into how different departments benefit from customer insights. Feed generated with FetchRSS


Give Your Knowledge Management a Seasonal Kick with Guru’s Fall Launch


Is it just us or did fall appear out of thin, crisp air this year? There’s been an uptick in pumpkin-flavored cookies and red coffee cups ( sans gingerbread lattes) around our office lately, which can only mean that we are in the thick of Instagram’s favorite season.

Offering Employees a F-L-E-X-I-B-L-E Work Environment


While not all jobs can be performed on a flexible schedule, there are many jobs that can with benefits that extend to both employees and employers.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

Innovation Methodologies - Stop Thinking & Start Doing - Part 1 of 2


Design Thinking – Lean Startup – Agile Development. The number of innovation methods has exploded in recent years and continues to grow monthly. We discuss some of them in our article. Digital Strategy


How to turn employee feedback into actionable insight

TELUS International

People and Culture

The Role of Artificial Intelligence in Customer Experience

Answer Dash

(This article was originally published at Analytics Insight ) We understand that artificial intelligence is playing an important role in how organizations work.

Is Cyber Recovery the New Disaster Recovery?


Recently, I read an article that an organization gets hit by ransomware every 14 seconds. In 2021, it is expected that it will be every 11 seconds. That is a very sobering statistic.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

JustCall wins Nasscom Emerge 50 Award 2019


We won Emerge50 Award 2019. We are super excited to share great news with you that JustCall won this year’s Nasscom Emerge 50 Award. We not only made to the Emerge 50 list but also, cracked the League of 10 i.e. among the top 10 innovative tech firms of 2019.

Focus on These Holiday Marketing KPIs


When it comes to the holiday season of Thanksgiving and Christmas, many businesses ratchet their marketing campaigns to reach eager buyers of goods and services. You might be one of them. But are you sure which holiday marketing KPIs to focus on to gauge your success?

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Why you need more than NPS to drive CX excellence


Date: Tuesday, November 12, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Why you need more than NPS to drive CX excellence. Published on: November 12, 2019.

Lessons for Success from Cloud Communications Providers

Noble Systems

The cloud communications market is fast and everchanging.

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

Customer Feedback Management Meets Quality Systems


In the customer feedback action journey there are several phases of evolution. It starts with simple data collection and ends with customer driven, company-wide, continuous process improvement. Some of the phases are easy, such as setting up data collection. Some of them are not so easy.

How Surveys Can Make Service Failures Worse

Toister Performance Solutions

My local car dealership struggles with service. On multiple occasions, I've arrived for an appointment only to learn a needed part didn't arrive as expected. That meant I had to drive home and come back another day.

The Metrics to Watch to Improve Outcomes: How to Measure Customer Happiness (& 5 Other Confusing Metrics on your List of Call Center Metrics Best Practices)


Picture this: It’s the week of Thanksgiving and the phones at my neighbor’s bakery are going wild. See, my neighbor, Christina, runs operations for a chain of bakeries in the Midwest.

What You Need to Know About Omnichannel

NICE inContact

Today’s customers expect omnichannel. customer service. But what really does that mean? How is omnichannel customer service different from (or: better than?) multichannel customer service? Here’s the basics on what’s what between “multi” and “omni” – and why you should care. Looking at year-over-year industry statistics from the yearly Dimension Data Customer Experience Benchmarking, the number of channels supported has been growing steadily between 2015 and 2017.

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

Aadhar e-KYC: What’s In It for your Business


If you are an Indian or have had any financial transactions (online or offline) you must be familiar with the concept of updating your KYC. In case of retail banking and other digital wallets, it has already been made mandatory for a seamless experience.

Foresight 2020: CX Trends and Predictions


This article, “ Foresight 2020: CX Trends and Predictions ,” was originally published by MarTech Advisor on November 1, 2019.

Aadhar e-KYC: What’s In It for your Business


If you are an Indian or have had any financial transactions (online or offline) you must be familiar with the concept of updating your KYC. In case of retail banking and other digital wallets, it has already been made mandatory for a seamless experience.

Phone Connectivity and What it Means for Your Dealership

CallSource Insights

Do you know what your connectivity rate is at your dealership? When data shows that phone calls are the second-most-common initial form of contact with car dealerships, you have to pay attention to phone skills.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

Top Tips for Managing Your Customer Service Team

CSM Magazine

If you want to raise the bar of your quality of customer service, your efforts must begin with the management of your service representatives. Training is the cornerstone of any service-minded business because it keeps the focus of the company where it belongs – on the customer.

Thanks for your support as #1 Global Customer Service Guru

Up Your Service

THANK YOU for allowing me to serve you and so many others around the world with the spirit of Uplifting Service! I’ve been nominated for “Global Top Gurus 2020” and appreciate your vote of support. Step 1: Go to [link]. Step 2: Select Customer Service Category.

15 Steps to Building Lasting Client Relationships

CSM Magazine

Did you know that the cost for attracting new customers is five times more expensive than retaining current ones? Therefore, you should make every effort to build lasting relationships with your clients. In doing so, they will reward you with loyalty and their patronage.