Tue.Feb 04, 2020

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Three Ways Agent Experience is Boosting Customer Experience

NICE inContact

Everyone in the contact center wants to deliver a great customer experience. Unfortunately, after many years of industry focus, it is not being achieved uniformly. Many centers deliver sub-optimal results and struggle with their Customer Experience (CX) initiatives.

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Is Your Baseline Customer Experience Best In Class?

Customers That Stick

Sometimes in keynotes or training , depending on the audience and how I’ve customized the presentation, I will deliver the following line: everything is important, everything is not equally important. Often, I’m discussing experience design and execution. What touch points matter, what action steps from a journey map should be prioritized, or — simply — what experiential elements should be invested in.

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Growth Through Customer Experience Momentum

ClearAction

Growth Through Customer Experience Momentum Lynn Hunsaker. Customer experience momentum foreshadows growth. You can see evidence of this in Forrester’s analysis 1 , where they found that stock price for customer experience (CX) leaders grew 34%, in comparison to 5% for CX laggards and 20% for the S&P 500 during the same time period. As customers are the source of budgets, salaries and dividends, their predisposition toward your brand is a precursor to progress in profits and top-line proceed

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Amazing Business Radio: Stacy Sherman

ShepHyken

The Voice of the Customer. Creating WOW Moments by Simply Being Human. Shep Hyken interviews Stacy Sherman. They discuss strategies for improving CX throughout every level of an organization. Top Takeaways: It’s important to consider and optimize CX across the board, but especially within three key areas: digital channels and e-commerce, sales and the frontline, and especially new product development.

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The 2023 Verint Experience Index: Retail

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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Call Center Metrics Best Practices

Callminer

Use these metrics to design a powerful development plan for your contact center agents, find areas of operations in which you are losing money, and more.

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Short List Announced for Customer Engagement Professional award

Customercount

INDIANAPOLIS, IN (February 3, 2020) – It’s awards season! The Golden Globe! Oscar’s! Grammy’s! NFL Playoffs! And the 4th annual CustomerCount® Customer Engagement Professional (CEP) Resort Trades Award. Nominations closed January 15 and the panel of judges has narrowed down … Continue reading → The post Short List Announced for Customer Engagement Professional award appeared first on CustomerCount.

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Future of Work Expo Preview - Feb. 12-14

Jon Arnold

Before you know it, ITExpo will be here - well, there, in Ft. Lauderdale. This is prime time for TMCnet , and I’m happy to be participating again, mainly as Chair for the Future of Work sub-event. Last year, I was co-Chair, and the program has largely filled out, so it’s time to talk it up. I hope you can join us, and to help you make that decision, I’ve got two links to pass on.

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Finding Greater Success as a Leader in your Call Center: 5 Soft Skills Every Manager Needs to Get a Leg Up on the Competition

SharpenCX

I graduated from college with a Bachelor of Arts as an English Major and everyone asked me, “Are you going to be a writer? A teacher? What are you going to do with an English degree anyway?”. And then I stepped immediately into the tech industry. Since I graduated, I’ve wondered how I got here. I’m working daily with software, engineers, and clients to problem solve and work through bugs in code.

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Does Your Company Need a Chief Experience Officer?

Toister Performance Solutions

Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. Customer Experience futurist, Blake Morgan, recently wrote an article for Forbes titled, " The Case Against a Chief Customer Officer.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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!

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Why Your Business Needs Multilingual Call Center Services

OctopusTech

There are close to over 6500 languages spoken in the world we live in. The cultural diversity between each nation that speaks these languages as well as nations like India that have several languages within the same country is something to be appreciated. In the business world, while we may not need to know every language used in the world, knowing the languages your customers or potential customers speak can only be an advantage.

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5 Best Practices to Encourage Customer-Centric Growth

Totango

A customer-oriented approach to business is fast becoming a necessary ingredient for success in today’s customer-centric economy. The idea is simple: look after your customers, and your customers will look after you. This represents a shift from bygone eras when growth strategies were more sales-focused. What makes customer-centric growth so valuable for modern enterprises—and how can you create an effective strategy to promote it?

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Assess the Health of your Company’s Internal Knowledge Base

Guru

When’s the last time you’ve had a one-off question at work? Maybe you were looking for a specific slide to include in your pitch deck. There was some ambiguity about a complex product feature update and you needed to review the breakdown. Or you just needed a refresher on how to connect to the office speakers so that you could bump the new jams you’d found over the weekend.

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5 Best Practices to Encourage Customer-Centric Growth

Totango

A customer-oriented approach to business is fast becoming a necessary ingredient for success in today’s customer-centric economy. The idea is simple: look after your customers, and your customers will look after you. This represents a shift from bygone eras when growth strategies were more sales-focused. What makes customer-centric growth so valuable for modern enterprises—and how can you create an effective strategy to promote it?

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The Open CCaaS Advantage Report

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.

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FCC Stepping Up: $13 Million Fine for Illegal Spoofed Calls

NobelBiz

THe FCC is stepping up its game after the bipartisan TRACED Act essentialy commanded it to take more significant action in protecting consumers and prosecuting robocalls. The new $13 million seems to be just the first step in a series of measures the FCC will take in the near future. The post FCC Stepping Up: $13 Million Fine for Illegal Spoofed Calls appeared first on NobelBiz®.

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How Skype For Business Call Costs Compare to VirtualPBX

VirtualPBX

With Skype software, Microsoft has established itself as one of the longest-running players in digital communications. And many of our prospective customers want to know how Skype for Business call costs compare to our own. Like Microsoft, we develop a software-based phone, the VirtualPBX Web Phone , which comes with all our Unlimited User Phone Plans.

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Why I joined the XM Institute: HR to EX to XM

Customer Experience Matters

Note from Bruce Temkin: This is the first (of many) posts that will be written by thought leaders besides me. I’m thrilled to have Ben Granger join our Qualtrics XM Institute team and contribute to this blog. Today, I am excited to announce that I have officially joined the Qualtrics XM Institute! I am joining a fantastic team of XM researchers and visionaries.

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Uptime: The competitive edge in serving customers

Talkdesk

In today’s digital economy, with competitors simply one click away, companies cannot afford even the smallest shortages in connectivity. Consistent uptime has become a “must-have”, a key business imperative for companies doing transactions in a connected world. Regardless of industry or sales model (B2B, B2C), business has been forever changed by the customer’s insistence on technology excellence.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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

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Servant Leadership: An Ideal Approach to Enhance Job Satisfaction in Employees

Etech GS

Satisfied employees work harder and better. This adage has been repeated over and over again in business psychology courses across the US. Yet, many companies continue to fail at the task of creating satisfied employees. At Etech, we take this principle seriously. Through trial and error, we have determined the following is the key to creating happy employees: Servant Leadership.

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A Zendesk Conversational IVR

Xaqt

How to Reduce Your Customer Support Costs by 85% and Take Your Customer Experience to the Next Level with a Conversational IVR That Integrates With Any CRM or Ticketing System. The Next Level in Customer Self Service If you're reading this, you likely already have a customer support portal on your website with a knowledge base, such as Zendesk Guide.

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Servant Leadership: An Ideal Approach to Enhance Job Satisfaction in Employees

Etech GS

Satisfied employees work harder and better. This adage has been repeated over and over again in business psychology courses across the US. Yet, many companies continue to fail at the task of creating satisfied employees. At Etech, we take this principle seriously. Through trial and error, we have determined the following is the key to creating happy employees: Servant Leadership.

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Putting the Customer’s Perspective at the Core of Your Business Strategy

Strikedeck

Vincent Manlapaz, in an interview with Kevin Scheper (VP, CS at Drift) talks about the importance of understanding customers' behaviors, motivations, aspirations, and what drives their success.

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Contact Center Dialers Demystified

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

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Understanding the Importance of a Customer Complaint

Vcaretec

No matter how high the quality of your services or products, complaints from customers are inevitable. At some point, every company will deal with an unhappy customer. Sure some customer complaints will reflect the customer more than they will benefit your company, but many customer complaints are extremely valid and mistakes and misunderstandings are a part of business.

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How to retain your customers when their renewal approaches

Infinity

When you started your career, did you think you’d rely so much on meerkats and moustaches? For businesses, they undoubtedly increase market coverage and attract more customers, but many policy sales from aggregators only break-even in year one. Whilst comparisons sites work to get you a wealth of new customers, how do you keep them with you when it comes to their renewal?

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Workforce Management: The Most Exciting Trends for 2020

Injixo

Workforce Management (WFM) at the contact center is changing. What trends should planners and contact center managers keep an eye on in 2020? Three experts at InVision bring their own unique perspective to the table.

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Here’s What’s New from January 2020|Kommunicate Product Updates

kommunicate

In the month of January, we have added some cool features to kommunicate for optimizing your customer support more efficiently. If you have missed the previous updates, please read here. Web APP Mute your chat widget notifications Now you can mute your chat widget notifications when the user moves to a different tab. Go to [.]. The post Here’s What’s New from January 2020|Kommunicate Product Updates appeared first on Kommunicate Blog.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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How Your Agents Can Benefit from a Consolidated Desktop

ChaseData

Take a look at your call center’s agents’ desktop. Are there multiple windows? Do various prompts lead them from one program to another, distracting them from the work they were already focused on? Is it easy to navigate from the call interface to the instant messaging or email interface and back? If these questions leave you wondering how your agents can get anything done, it might be time to consider a consolidated desktop.

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24-7 Intouch Acquires Knoah Solutions

24-7 InTouch

24-7 Intouch announced today that it has acquired Knoah Solutions, a Global BPO and Contact Center provider.

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Proactive Customer Service: From Experience to Empathy

NICE inContact

Determining how to implement or improve proactive customer service at your organization is a big swing. Inspiring the buy-in and adoption of a proactive customer service model across your contact center takes trust and patience.