ShepHyken

JULY 29, 2020

Call me boring, but I want the same thing every time—at least when it comes to customer experience. I want it to be good. I want it to be consistent. I want to predict the experience I’m going to have with the people and places I do business with. If you ask the CEO of a big company or the owner of a small business, I bet they would say the same. We want our customers to always have a good experience with us—one they can count on always happening every time they do business with us.

Customer Service 642

Customer Service Feedback Customer Experience Marketing 642

Callminer

JULY 29, 2020

A panel of customer service experts and call center professionals explain how call center reps should address complaints about bad customer service.

Call Center 207

Call Center Customer Service call center professionals 207

Contact Center Pipeline

JULY 29, 2020

Our three-part series on COVID-19’s impact on contact centers and the shift to more flexible human and automated models continues with a look at the gaps that the pandemic exposed between digital and human service delivery, and the role AI-driven technology can play in contact center recovery and resiliency. In Part 1 of this series, […].

Contact Center 147

Contact Center Technology Chatbots Call Center 147

NobelBiz

JULY 29, 2020

Do you know what a customer-centric call center actually means? Do you know how to build a company truly focused on customer satisfaction and CX? The post How to Build a Customer-Centric Call Center and Drive Growth appeared first on NobelBiz®.

Customer centricity 118

Customer centricity Call Center 118

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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.

TechSee

JULY 29, 2020

Jonny is a field technician for a major home appliances brand. He starts his day bright and early at 8:00 am. After fighting his way through rush hour traffic, he arrives at the office at 8:50. Over his bagel breakfast, he spends a few minutes with his colleagues, rehashing the big game last night, before heading to his first appointment across town.

Enterprise 109

Enterprise Consulting Consulting Technology 109

inSided

JULY 29, 2020

“Do you have any advice for Community Managers that run into negative sentiment or negative feedback?” - everyone.

Feedback 129

Feedback Management 129

Eptica

JULY 29, 2020

Date: Wednesday, July 29, 2020 Author: Guest author: Jeanne Bliss Does your customer experience pass the #MakeMomProud test? Part 2. Published on: July 29, 2020. Author: Guest author: Jeanne Bliss In our latest guest posts, CX expert Jeanne Bliss has been sharing case studies from her new book Would You Do That To Your Mother? These highlight the need to understand the personal impact of your decisions on customers – essentially, would your mother be proud of what you are doing when it com

Customer Experience 98

Customer Experience Airlines Best practices Personalization 98

Certified Languages International

JULY 29, 2020

Since the coronavirus pandemic began earlier this year, telehealth has taken off and become an important tool to help alleviate the strain on hospitals and keep patients and healthcare workers safe from the virus. Telehealth is expected to grow 65% this year , and it’s clear that remote visits will be a more common part of healthcare, at least until the virus is under control and patients are again willing to visit a doctor’s office for their appointments.

Healthcare 87

Healthcare Personalization Technology Management 87

Calabrio

JULY 29, 2020

Our recent Evolving World of Work report showed how customer expectations are only rising. Are you prepared to tackle the challenges of our new working world? Calabrio and James Dodkins want to help! He has now made his award-winning customer experience certification program available online — and you can apply now for a sponsorship! Hear it from Dodkins himself: Throughout the program, you’ll learn valuable lessons on enhancing your personal CX profile, including: How to connect wit

Customer Experience 83

Customer Experience Personalization 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

Surveys

Talkdesk

JULY 29, 2020

Nowadays every company works with at least some kind of outsourced service or product, either to expand operational capacity, reduce costs, or elevate the know-how and strategic advantages of its business operations. When any of the outsourcing systems integrate with others a company already has, it’s key to ensure that your information is protected to prevent the cyber security risks we all know by now: corporate espionage, social engineering, cyber attacks and data breaches.

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outsourcing Construction Engineering Management 81

PeopleMetrics

JULY 29, 2020

I have been writing and taking surveys for 30+ years. Over that time, I have taken a lot of very bad ones. And when I first started writing surveys, I wrote my fair share of bad ones too. Today, there are more surveys sent out than ever before. And this means more bad surveys than ever are being sent out to customers, guests, patients, and employees.

Surveys 71

Surveys Consulting Consulting Analytics 71

Interactions

JULY 29, 2020

J.D. Power Utilities expert Andrew Heath believes senior utility execs are fast realizing focusing on customer engagement is no longer a “nice-to-have” but is instead a must-have, especially across digital channels. While digital channels are increasingly a growing means for consumers to reach their utility when service is required, the majority of customer care issues are still handled by contact center agents.

Contact Center 71

Contact Center Virtual Agent Self service Customer Care 71

SharpenCX

JULY 29, 2020

Editor’s Note: This post is brought to you by a new contributor, Hiba Amin, from our friends over at Soapbox – a solution that empowers over 100,000 managers to lead high-performing teams. A study by Soapbox found that 72% of managers think employee meetings are the most, or one of the most important things they do to manage the performance of their teams.

Accountability 67

Accountability Feedback Management Employee engagement 67

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

JULY 29, 2020

If you’re not regarding all touchpoints when measuring customer engagement, you’re not getting the full picture of the customer experience. Customer engagement doesn’t matter more in one channel than in another. All touchpoints must be taken into consideration for a complete account of how your customer feels about your brand, your service and your products.

Brand ambassadors 66

Brand ambassadors Upselling Advertising Sales 66

OctopusTech

JULY 29, 2020

In the present times, businesses are hard-pressed with the challenge of investing, saving, giving debts, and even retrieving the owed debt back in a timely way which puts financial pressures on them. Unfortunately, this results in the delay of their payments and clock-up outstanding bills. Also, this can lead to distraction from core business goals and unnecessary wastage of time and money.

outsourcing 62

outsourcing Morale Finance Government 62

TeamSupport

JULY 29, 2020

“Cloud is about how you do computing, not where you do computing.” – Paul Maritz, VMware CEO. Once you decide to implement a new B2B customer support software solution, the first step is to do an internal assessment to determine how to choose the right provider. In Part 1 we recommended starting with determining if the system you choose should be cloud-based (a server hosted in the Cloud) or on-premise (application is installed and maintained on the company's internal servers), and we gave you a

B2B 66

B2B Customer Support Government Enterprise 66

CSM Practice

JULY 29, 2020

Customer retention is the process of engaging with existing customers to continue buying your products or services. It’s one of the main factors to measure a business’ success. If customer retention is poor, there is a high probability that your business is in jeopardy. With the current situation that we’re all experiencing, COVID-19 is definitely a hindrance to achieving 100% customer retention and Gimbal is no exception to this.

Customer retention 59

Customer retention Finance SaaS Accountability 59

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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

Ann Michaels and Associates

JULY 29, 2020

We began conducting competitive intelligence for our clients over fifteen years ago. Back then, we primarily used Mystery Shopping as a way to gain valuable information for our clients on their top competitors. We have worked with start ups, established businesses as well as companies who need information for the acquisition process. Types of Competitive Intelligence Gained: Website Impressions: Your website is your business.

Benchmark 59

Benchmark Sales Marketing Customer Experience 59

Vcaretec

JULY 29, 2020

For a lot of people, finding success online as a business selling products using an e-commerce platform can involve setting up an excellent e-commerce website and deploying an instance of Shopify. This content management system is focused on e-commerce and can provide your website features and functionality that can allow you to ramp up sales and expand.

outsourcing 59

outsourcing Customer Service Call Center Contact Center 59

delighted

JULY 29, 2020

On the heels of our feature updates for survey creation ( Additional Questions ) and distribution ( Mobile SDK and Web ), we’re excited to announce an enhancement to how you can organize all of that feedback you’ve been collecting: Folders for Trends. Included for free on all Delighted plans, Folders lets you group Trends by department, topic, or even Delighted user – the sky’s the limit.

Personalization 54

Personalization Feedback Surveys Customer Experience 54

LiveVox

JULY 29, 2020

“Hey, Siri…” “Hi, Alexa…” “OK, Google…” Everywhere and anywhere we turn these days, Voice Recognition innovation is present. In our homes. On our phones. Even in our cars. And for good reason. Voice Recognition is a powerful technology and tool that (most of the time) makes our lives easier, more productive, and quite literally listens […]. The post The Power of Text to Speech, Powered by Voice Recognition appeared first on Livevox.

Technology 52

Technology 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

CSM Practice

JULY 29, 2020

Customer retention is the process of engaging with existing customers to continue buying your products or services. It’s one of the main factors to measure a business’ success. If customer retention is poor, there is a high probability that your business is in jeopardy. With the current situation that we’re all experiencing, COVID-19 is definitely a hindrance to achieving 100% customer retention and Gimbal is no exception to this.

Customer retention 52

Customer retention Finance SaaS Accountability 52

inmoment

JULY 29, 2020

It’s important for brands to spend time acquiring and then retaining new customers , but it’s just as (if not more) important to find ways to expand relationships with the customers that they already have. Today’s conversation focuses on that very theme: how can brands deepen relationships with existing customers to drive better experiences and create a positive impact on the bottom line?

Multichannel 52

Multichannel Surveys Customer retention Feedback 52

CSM Practice

JULY 29, 2020

Customer retention is the process of engaging with existing customers to continue buying your products or services. It’s one of the main factors to measure a business’ success. If customer retention is poor, there is a high probability that your business is in jeopardy. With the current situation that we’re all experiencing, COVID-19 is definitely a hindrance to achieving 100% customer retention and Gimbal is no exception to this.

Customer retention 52

Customer retention Finance SaaS Accountability 52

CSM Magazine

JULY 29, 2020

Since the end of March, the UK government has encouraged the country to stay indoors and only leave for essential or unavoidable reasons. Such as buying food, toiletries, and medicine, taking the agreed amount of exercise, or working if you are an essential worker. If you are classified as an essential worker, it means your job role is critical to keep services running.

Transportation 52

Transportation Government B2B Engineering 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

Customercount

JULY 29, 2020

Krulak's Law highlights the importance of those on the front line, and not the head office, in the delivery of the best customer experience (CX). The post The importance of Krulak’s Law in CX appeared first on CustomerCount.

Customer Experience 52

Customer Experience 52

Nuance

JULY 29, 2020

The COVID-19 pandemic has forced many of us to rethink nearly every aspect of our daily work and personal lives. From canceled events and late deliveries to store closures, overwhelmed services, re-arranged childcare, and even virtual family gatherings, we each face unprecedented challenges. We also face a new set of opportunities. At the heart of [.

Personalization 52

Personalization Enterprise 52

CSM Magazine

JULY 29, 2020

Why should you care about car insurance? Is it important? Is it worth the money you are going to spend on it? If you a commercial driver, you definitely need commercial auto insurance. And here’s why. Obviously, the reason why you need it is that it will get you covered in case you get into any kind of accident. As a customer, your losses will be covered and you won’t have to worry about where to get cash to restore your car.

Finance 52

Finance Banking Accountability Personalization 52