ShepHyken

MAY 28, 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. In a Tumultuous Market, Target Companies That Always Put the Customer First, Cramer Says by Julie Coleman (CNBC) In times of market turbulence, CNBC’s Jim Cramer advised investors on Tuesday to focus on companies that make customer service their core philosophy.

Customer Service 161

Customer Service Customer centricity B2C Government 161

Tethr

MAY 28, 2023

J.D. Power and Tethr are launching Conversation Analyzer–a new diagnostic that combines J.D. Power’s CX expertise with insights from Tethr.

Customer Experience 117

Customer Experience 117

Call Design

MAY 28, 2023

FOR IMMEDIATE RELEASE SYDNEY, AUSTRALIA, 21 April 2023 – Call Design, a leading provider of workforce optimisation solutions, is pleased to announce its new status as Alvaria’s first and currently only GLOBAL Diamond Partner. This prestigious partnership signifies a significant milestone in Call Design’s ongoing commitment to delivering exceptional services and solutions to contact centres in Australia and the United States.

Coaching 78

Coaching Employee engagement Sales Management 78

Tethr

MAY 28, 2023

Traditional QA processes can be too binary. Today, we discuss the call center quality assurance best practices that make a real difference.

Best practices 98

Best practices Call Center 98

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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.

Anexa BPO

MAY 28, 2023

In today’s highly competitive business landscape, organizations are increasingly recognizing the pivotal role of customer experience (CX) in driving growth and achieving long-term success. The era of product-centric approaches has given way to a customer-centric mindset, where companies prioritize delivering exceptional experiences at every touchpoint.

Customer centricity 52

Customer centricity outsourcing Employee engagement Feedback 52

Tethr

MAY 28, 2023

Improve your CX, customer service, and the overall call center experience by liberating your voice data. and other tricks of the trade.

Call center experience 94

Call center experience Call Center Customer Service 94

Tethr

MAY 28, 2023

Are you combining the powers of EX and CX to maximize the potential of your business? Make sure employee & customer experience work together.

Customer Experience 91

Customer Experience 91

Tethr

MAY 28, 2023

If you're not regarding all touchpoints when measuring customer engagement, you're not getting the full picture of the customer experience.

Customer Experience 90

Customer Experience 90

Tethr

MAY 28, 2023

If you're implementing a VoC program, make sure to take that multichannel feedback and transform it into improvements that enhance CX.

Multichannel 91

Multichannel Feedback 91

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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

Tethr

MAY 28, 2023

Upgrade your call center agent training so they can upgrade the service they provide to your customers. Set them up for success.

Call Center 93

Call Center 93

Tethr

MAY 28, 2023

Enjoy our insight-packed recap of the delightful 2020 Customer Experience Summit, hosted by Tethr, Kustomer, & Challenger.

Customer Experience 95

Customer Experience 95

Tethr

MAY 28, 2023

Harnessing AI and CX together is about knowing what works for your business to help you do more and become more for your customers.

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90

Tethr

MAY 28, 2023

Is your organization keeping track of repeat call volume? Are you puzzled as to what is causing those repeat contacts? We can help!

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90

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

Tethr

MAY 28, 2023

It's important for places of business to be proactive with their return-to-work plan as we grow nearer to reopening most operations.

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Tethr

MAY 28, 2023

TEI alerts businesses to customer friction right away so agents can improve the handling of tough situations and enhance overall CX.

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Tethr

MAY 28, 2023

Organizations can use TEI to automate follow-up actions with at-risk customers in order to achieve a closed loop customer experience.

Customer Experience 86

Customer Experience 86

Tethr

MAY 28, 2023

Data scientists solve complex problems with machine learning algorithms, but you’re interrupting them with low-value work.

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90

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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

Tethr

MAY 28, 2023

The customer's unadulterated perspective is the value VoC programs deliver. AI in VoC programs gives them the edge they need.

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Tethr

MAY 28, 2023

Your frontline employees set the stage for the customer experience. When you fail to engage and empower them, your CX takes a hit.

Customer Experience 86

Customer Experience 86

Tethr

MAY 28, 2023

It's important to how to build good company culture to attract good employees. Let's take a look at three ways to do this.

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Tethr

MAY 28, 2023

The call center’s role in customer experience is pivotal when it comes to closing the gap between expectations and reality.

Customer Experience 87

Customer Experience 87

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

Tethr

MAY 28, 2023

Analyzing conversations requires a new, more nuanced approach than that provided by traditional text analytics tools.

Analytics 90

Analytics 90

Tethr

MAY 28, 2023

Want better call center agent onboarding? Look no further. The Agent Impact Score (AIS) makes it easy to onboard new agents quickly.

Call Center 84

Call Center 84

Tethr

MAY 28, 2023

Wondering how to keep up with your new remote teams? Check out these tips for managing remote call center agents.

Call Center 91

Call Center Management 91

Tethr

MAY 28, 2023

Learn how to improve your sales close rate using Tethr to measure sales pitch effectiveness. Never wonder what pitch works best again.

Sales 82

Sales 82

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

Journey mapping

Tethr

MAY 28, 2023

Tethr employees support a culture of action as they strive to unlearn racism & make space for conversations on the George Floyd tragedy.

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Tethr

MAY 28, 2023

Maintain contact center morale with these 7 tips and tricks! If you aren't proactive, your agents might already have one foot out the door.

Morale 79

Morale Contact Center 79

Tethr

MAY 28, 2023

Are you leveraging visual context and communications to empower your organization to deliver better customer interactions?

Customer Experience 85

Customer Experience 85