us customer-engagement 
Eckoh
OCTOBER 1, 2019
In a five-part series, Ashley Burton, Head of Product at Eckoh, explores the radical changes ahead – starting with a new breed of customer that's emerging. To consider the Contact Center of the Future we must first consider the Customer of the Future. Customers will live in smart homes, surrounded by the Internet of Things.
Spearline
OCTOBER 1, 2019
In this episode of the Spearline podcast, Kees interviews Customer Engagement Manager JJ Barry about his role with the company, CX Day and the importance of customers. Please send us a brief message , and we will be in touch with you shortly. Be sure to subscribe for future episodes of the Spearline podcast!
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Spearline
OCTOBER 1, 2019
CX Day celebrates the professionals and companies that make great customer experiences happen. It’s an opportunity to recognize great customer work, discover professional development opportunities, and strengthen professional networks. Contact us. “World-class” NPS score! Outstanding dedicated support.
C3Centricity
OCTOBER 1, 2019
The offers of constant innovation and novelty have made us all more impatient and critical. And customer satisfaction is becoming insufficient to drive growth alone. I was recently in the US and as seems to be the norm these days, the hotel in which I stayed asked me to rate their performance afterwards.
Speaker: Liz Richardson and Deena Zenyk
So you’ve heard the news, your existing customers are your best source of new customers. But how do you go about formalizing a process that proves your customers are important to you and achieves reliable business outcomes? By following a step-by-step process that uses your community to develop a customer advocacy program.
COPC
OCTOBER 1, 2019
The COPC Customer Experience Standard became a common language of how different leaders of different departments in different locations communicated. helps us meet our client and business goals. What are the top impact areas of our engagement with you? teaches help us achieve top-level performance. s training offerings.
Nicereply
OCTOBER 1, 2019
Even if your customer is interested, they aren’t usually the drivers of the conversation. I didn’t think many of my potential customers would message me through it. Customer Relationship Management (CRM). Once you have a few dozen customers, that’s no longer practical. Live Chat. But my experiment paid off. SalesHandy.
Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.
You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. What are the benefits of outsourcing your customer service? Is your business ready to outsource? What are your next steps?
Speaker: Rachel Orston, CCO of SmartRecruiters & Latane Conant, CMO of 6Sense
With this paradigm shift in buyer behavior, the partnership between the Chief Customer Officer (CCO) and Chief Marketing Officer (CMO) has become critical for organizations. How to effectively engage and optimize your customer experience. Join us Thursday, August 25 at 12PM ET for this exciting webinar.
Speaker: Jim Rembach, President of Call Center Coach
Join us for this insightful webinar with Jim Rembach, President at Call Center Coach, and learn about the one fundamental shift that will drastically improve your contact center's success and open you up to a whole new world of possibilities! You will also learn: The single most profound finding ever on employee engagement.
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
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To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. about their digital customer communication strategies. Read the report to find out what was uncovered.
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What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.
Speaker: Nichole Devolites, Customer Experience Expert, SecureAuth
Customer experience professionals understand the importance of both creating and maintaining thriving and easily available programs that improve CX. Community is a central part of this responsibility yet, there are times when it is difficult for those of us who work in CX to connect your community with your customers’ journey.
Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum
Popular customer experience metrics include engagement, Net Promoter Score®, first contact resolution, and retention. They’re measured at customer touch-points, so they’re lagging indicators: you can’t measure them until after the customer experience. Employee engagement. What do these metrics have in common?
Speaker: Laura Sikorski, Contact Center Consultant
Your Contact Center today is truly an Interactive Engagement Center and the most customer-focused area in your organization. Your company is judged on how your staff relates to your customers on all channels. How do you go beyond reports to measure your customer satisfaction and business profitability?
Speaker: Nathan Hart, Mary Kane & Imran Mohammed
This approach can lead to actionable insights to resolve FCR problems, improve Customer Experience, reduce costs, and increase customer retention. Join us to learn more about: Key Insights: How to measure Customer Experience and engagement across channels.
Speaker: Paul Weald, Contact Center Innovator
No matter what industry you're in - healthcare, customer service, sales, and more - it’s easier than you think to reduce wait times, monitor sentiment, and provide enhanced self-service options for all of your users. This means that you can achieve a more consistent and engaging customer experience while reducing sources of friction.
Speaker: Gary Davis, SmartAction CEO
Understanding the work involved before and after you deploy a virtual agent makes all the difference between a poor customer experience and one that’s on par with your best live agent. Join us for this webinar as Gary Davis, SmartAction CEO, shares insights and best practices for implementing AI virtual agents in the contact center.
Speaker: Chris Paxton McMillin, President of D3 Training Solutions
billion potential customers in the world, personalizing training seems logical. People prefer to learn in their native language, so localizing eLearning helps truly engage learners and gives them that much-needed sense of inclusion. Can you imagine what a straight translation might do to your course? and over 6.7
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If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.
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