Beyond Philosophy

MARCH 10, 2020

Have you ever made a snap judgment about another person only to discover you were wrong? I have. Psychologists call this a Fundamental Attribution Error (FAE), and it can wreak havoc on your customer-driven growth. . We explored FAEs in our latest podcast and the effect they can have on your Customer Experience outcome. We also discussed why recognizing them is essential to your bottom line and some steps you can take to prevent them. .

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Consulting Consulting Call Center Personalization 448

Contact Center Pipeline

MARCH 10, 2020

We have all used your products for many years. I am thrilled to have the opportunity to sit down and discuss the organization behind these solutions. You have enabled our abilities to work remotely and securely. (I even shredded my cheatsheet of passwords for your product! And, that is saying a lot!) My conversation with […].

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GetFeedback

MARCH 10, 2020

The relationship between digital experience and CX explained. We break down the role DX plays in CX and why it matters for brands who want to grow in the experience economy.

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Taylor Reach Group

MARCH 10, 2020

By Patricia Ballantyne. Over the past number of years, the customer experience (otherwise known as “CX”) has become a profession unto itself. Roles like Chief Customer Officer, Customer Experience Director, Manager, Customer Success have been popping up. You can also obtain a CCXP (Certified Customer Experience Professional) certification, which recognizes professional credentials and expertise in this area.

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Customer Experience Journey mapping Customer retention Call Center 123

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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.

Totango

MARCH 10, 2020

Happiness is a measurable outcome. It is revealed in actions, repeated behaviors, and attitudes. In the case of your customers, it’s most evident in their loyalty. Happy customers stay, unhappy customers leave. Since enduring customer loyalty generates repeat renewals that are the lifeblood of subscription services, it’s critical to keep customers happy.

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Customer Experience Upselling Feedback SaaS 93

Guru

MARCH 10, 2020

Organizations are constantly changing. These can be chosen changes, such as rolling out a new software, like Guru , to your tech stack or choosing a new snack for the communal office pantry. Others adjustments, like the need to rapidly build out a work from home protocol for example, are outside of your control.

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Management 87

5CA

MARCH 10, 2020

I’ve been passionate about cuisine for as long as I can remember. I attended the Ritz school for kids in Paris at the age of five, did an internship in a 3 Michelin star restaurant at fifteen and at twenty-six I ate in the best restaurant in the worl d.

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Serenova

MARCH 10, 2020

Today’s merger of Serenova and Lifesize introduces an exciting new company combining the most innovative technologies in cloud contact center and video collaboration solutions. It creates the first-ever platform focused on delivering unified, cloud-ready, omnichannel experiences for highly connected workplace collaboration and deeper customer engagement.

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Contact Center contact center solutions Cloud contact Banking 90

Aspect

MARCH 10, 2020

There is no question that agent satisfaction and customer satisfaction are important factors. Many organizations are beginning to understand just how interdependent these metrics are on one another. Analytics can serve as a bridge to not on ly understand but also improve both agent and customer satisfaction. . A nalytics can help agents be more productive.

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Analytics Contact Center Average Handle Time Metrics 83

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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

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VirtualPBX

MARCH 10, 2020

We’re excited to announce that we’ve won the 2020 Product of the Year Award from Internet Telephony and TMC. We’re twice as excited to note that our Business Phone System has captured this same award in each of the past four years! It’s great to see our consistency in the business communications market recognized across such a long period.

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voip Engineering Call Center Marketing 83

Customer Experience Matters

MARCH 10, 2020

Companies will use Experience Management (XM) to stay better connected with customers and employees during a recession. The post Tap Into XM To Navigate A Recession appeared first on Experience Matters.

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Management Customer Experience 77

Jon Arnold

MARCH 10, 2020

I’ve long advocated the importance of user experience - UX - for any form of collaboration offering, and it especially matters for mobility, since this is where workers spend so much of their time now. Technology will only get more complex - not less - and it’s easy to overlook the fact that most workers only have a basic grasp of the tools and applications they rely on day-to-day.

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Advantage Communications

MARCH 10, 2020

If your company manages its customer service strategy in house, you’ll probably know just how difficult it is to keep staff motivated and engaged while at the same time ensuring you hit important metrics and efficiencies.

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Gamification Call Center Metrics Customer Service 69

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

Answer Dash

MARCH 10, 2020

(This insight was originally published at Back End News , republished at Answerdash by the consent of Beck End News.) NTT Ltd., a global technology services provider, today revealed the findings of its annual Global Customer Experience Benchmarking Report titled “ The Connected Customer: Delivering an effortless experience.” According to the research, only 12% of Asia Pacific (APAC) organizations are delivering a fully functioning experience, yet more than half consider customer experience (CX)

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Customer Experience Benchmark B2B Feedback 67

NICE inContact

MARCH 10, 2020

March is globally celebrated as Women’s History Month. But at NICE inContact, we strive to ensure that our customers and employees feel welcomed, heard, and accepted every day. We celebrate individual uniqueness, and believe that having a diverse team makes us stronger and better able to tackle the unique needs and problems of our customers around the world.

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Management Technology Best practices Cloud contact 62

Talkdesk

MARCH 10, 2020

Whether it’s a finicky software product or a purchase from a company with a complicated return policy, most consumers have turned to a company’s knowledge base in an attempt to get their questions answered faster. While this should be a pain-free process, customers often have to escalate their inquiry into a live interaction with an agent in order to get the information they’re looking for.

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Self service Enterprise Feedback Analytics 65

NICE inContact

MARCH 10, 2020

Most of the world has its eyes on the news about coronavirus and its potential business and human impact, and there is uncertainty and potential for disruption in the coming weeks. In order to maintain business operations, organizations are looking to rapidly prepare for the challenges today and will want to prepare ahead for the possibility of these events as part of their disaster recovery, just as they would for natural disasters.

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Contact Center Best practices Call Center Management 62

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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

Concentrix

MARCH 10, 2020

Get market insights on how messaging is driving better CX and business outcomes. The post The New Age of Conversational CX appeared first on Concentrix.

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Marketing 62

Uniphore

MARCH 10, 2020

In the digital age, when we discuss business continuity we tend to focus on data security and privacy breaches. Disaster recovery takes on a whole new meaning when preparing for the possibility of a pandemic. Call centers must assess their resilience in the wake of the coronavirus outbreak. Read More.

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Call Center 59

TELUS International

MARCH 10, 2020

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Self service Customer Service 117

NobelBiz

MARCH 10, 2020

A state of emergency was declared on March 7, 2020, in the state of New York. The Coronavirus emergency now effectively tests the provision signed into law by Gov. Cuomo on December 18, 2019, which stated that unsolicited sales calls are prohibited during state-wide emergencies. It appears New Yorkers have one thing to look forward to during the Coronavirus Emergency – no more spam, scam, fraud, or nuisance calls.

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Sales Telemarketing contact center solutions Contact Center 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

Voxjar

MARCH 10, 2020

Measuring Customer Service Performance Alright, so you’re responsible for customer service in the call center. You’ve moved up the company ladder and upper management has placed their faith in you. You’ve got a lot on your plate – managing quality assurance via call recording and monitoring. You’re hiring and training new agents all the time. […] The post 8 Customer Service Metrics That Will Improve Your Bottom Line appeared first on Voxjar: AI for Call Center Quality Assurance.

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Metrics Customer Service Call Center Management 52

24-7 InTouch

MARCH 10, 2020

Investing in our campus spaces is about so much more than just fun furniture and colourful walls (although we’re definitely not complaining about these). We love the look of our unique campuses, but most importantly, we love the impact our spaces can have on our team members. We take a lot of pride in fostering a positive work environment where our employees feel included, supported, and are excited to come to work every day.

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Construction Employee engagement Customer Service 52

delighted

MARCH 10, 2020

Committed to providing businesses of every size with an easy-to-use customer experience platform for collecting, managing, and acting on customer feedback, Delighted is happy to announce our latest integration with customer service platform, Gladly. Gladly empowers customer care teams to provide “radically personal” customer service by aggregating conversations from multiple channels, from voice to messaging, in one customer timeline.

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Feedback Customer Care Self service Surveys 52

Maru Group

MARCH 10, 2020

According to behavioral scientists, emotions often overwhelm logical human decision-making. It means that understanding how consumers Feel , as well as Think and Behave is essential to delivering customer connections that grow your business. Businesses must evaluate research issues through both System 1 and System 2 lenses to capture a holistic view of consumer understanding.

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Technology Construction Surveys 52

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

24-7 InTouch

MARCH 10, 2020

Investing in our campus spaces is about so much more than just fun furniture and colourful walls (although we’re definitely not complaining about these). We love the look of our unique campuses, but most importantly, we love the impact our spaces can have on our team members. We take a lot of pride in fostering a positive work environment where our employees feel included, supported, and are excited to come to work every day.

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CSM Magazine

MARCH 10, 2020

When deciding on a CRM application—or for just about any software application—many companies consider “service” to be synonymous with “ease of use” . C-suite members often fail to consider an organization’s culture, and how this would impact their ability to embrace a tools UX and service. If your team isn’t on board, they’re not going to stick with that solution very long.

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CRM Technology Sales Feedback 52

ChaseData

MARCH 10, 2020

Agent collaboration is imperative to the success of today’s growing contact centers. Unfortunately, this is an industry that doesn’t lend itself well to collaboration, given the setup of most facilities, the fast pace of more daily operations - it can make working as a team a real chore! Wouldn’t it be great if there was technology that both made teamwork and better service to consumers faster, easier, and more effective?

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