Fonolo
MARCH 2, 2021
Tracking is vital to providing a great customer experience and running a call center. But most metrics that contact center managers use to measure agents focus on optimizing them rather than encouraging them. And they usually end up doing neither. Top Contact Center Trends 2021. Your contact center runs on technology , but it’s your agents doing the running.
ShepHyken
MARCH 2, 2021
The Perks of Influencer Marketing. Using Social Media to Build an Engaging Customer Experience. Shep Hyken interviews Elma Beganovich, founder and COO of A&E Digital Marketing. They discuss the importance of influencer marketing in the customer experience. Top Takeaways: Influencer marketing is a way to add to your customer journey. It starts with social media.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
CX Global Media
MARCH 2, 2021
Customer experience innovation is a constant evolution. What was inventive five years ago could be commonplace today. Being brave enough to be different and make. Read more. The post Unique Customer Experience: How to be Different In Customer Experience appeared first on Customer Experience Strategy and Tactics.
Contact Center Pipeline
MARCH 2, 2021
Contact Center Pipeline started 12 years ago, 145 issues ago… in March 2008. We had less than a handful of sponsors… and not any more subscribers than that! We built a website with no content and a database with no subscribers. Shucks… we had more people on our team than we did subscribers! But, we […].
Advertisement
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.
CX Global Media
MARCH 2, 2021
Micro-commitments is generally a subject area that I find controversial. It always stirs up passionate discussion. However, I think the discussion helps to create a. Read more. The post Customer Experience Culture: How to Use Micro-commitments to Improve CX appeared first on Customer Experience Strategy and Tactics.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
CX Global Media
MARCH 2, 2021
How you operate, relate, and work as an organization affects your employee experience and shows up in the customer experience. The deliverables also exhibit the conduct. Read more. The post Employee Experience: Great Employee Experience = Great Customer Experience? appeared first on Customer Experience Strategy and Tactics.
GetFeedback
MARCH 2, 2021
How to enhance your digital checkout funnel and increase conversion rates.
DMG Consulting
MARCH 2, 2021
Paying Attention to Agent Wellbeing will Improve your Brand. The pandemic has had a dramatic impact on contact centers, most of which has been positive. As can be seen in DMG’s new Report, Contact Centers in a Post-Pandemic World: A Strategic and Tactical Guide to the Future , COVID-19 has accelerated digital transformation by 2 – 6 years. This is driving major upgrades and enhancements in existing operating systems, the expansion of digital channel support, a self-service replacement cycle as w
Acquire BPO
MARCH 2, 2021
Acquire BPO welcomes Matt Carracher as its new Chief Operating Officer (COO). Matt will drive strategy, streamline operations and maximize performance across several key areas of the organization, including the global HR process, compliance and Workforce Management (WFM). His leadership will ensure we continue to help our clients #OutsourceWithConfidence.
Advertisement
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
Advantage Communications
MARCH 2, 2021
Smart companies always do whatever they can to both eliminate costs in their customer service program , and improve quality at the same time. Yet doing this in-house isn’t easy. That’s why many organizations turn to the help of world-class outsourced call center partners. But how much does outsourcing your customer service program actually cost?
Spearline
MARCH 2, 2021
It's extremely frustrating when you're trying to have a teleconference meeting with your employees, in their own homes located across the city or even the entire country, and next thing you know you experience problems like latency, jitter, or packet loss, which can degrade communication to the point of the impossible, delaying workflow and potential business deals?
DMG Consulting
MARCH 2, 2021
Question: Can gamification be used for work-at-home (WAH) agents? Answer: The forced migration of on-site contact center employees to work-at-home agents has renewed interest in employee empowerment tools. Gamification solutions are designed to improve “connectedness” for agents working at home, and to enhance engagement for employees performing their job in a physical contact center setting.
Nuance
MARCH 2, 2021
March 8 is International Women’s Day, and this month, we’re spotlighting some of the incredible women at our company. To kick it off, meet Sharmi – she’s passionate, intelligent, and curious – important qualities for a researcher to possess. Hear about the innovative projects she is working on to improve the lives of others every [.] The post Spotlighting Innovation for International Women’s Day appeared first on What’s next.
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.
delighted
MARCH 2, 2021
Today, we’re excited to announce a new level of customizability that applies to all Delighted survey templates (NPS, CSAT, CES, Smileys, 5-star, and Thumbs). Now, you can: Change up the language in the open-ended comment question or skip it entirely Skip the Thank you page in favor of a redirect link of your choice. These 2 powerful survey customization updates help you create a more branded survey experience, streamline how you collect feedback, and optimize your closed-loop processes.
SharpenCX
MARCH 2, 2021
Many business leaders recognize that stepping up their digital game will lead to more efficient systems, innovation, and customer satisfaction. But the problem is, where do you even begin? Keeping up with digital trends is a full-time job. And businesses have to work double-time to stay ahead of the digital curve. The pandemic sped up urgency even more: customer expectations shot through the roof and businesses had to adapt to virtual processes overnight.
LiveVox
MARCH 2, 2021
Contact centers can be one of the most important aspects of your business and also one of the most frustrating. Between maintaining agent satisfaction, technology integrations, and customer sentiment, creating a highly-functional, top-level inbound contact center can be challenging. But with the right tools, training, and focus, your contact center can avoid some common frustrations […].
ConvergeOne
MARCH 2, 2021
The hot pieces of legislation currently affecting the communications industry are Kari’s Law and the Ray Baum’s Act. At a high level, these two items deal with 911. Kari’s Law is about a company’s responsibility and requirement to ensure that users can dial 911 without needing to dial a code to get an outside line first. The Ray Baum Act is about making sure the system can identify and communicate the dispatchable location of that person who dialed 911.
Advertisement
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.
VirtualPBX
MARCH 2, 2021
There two ways in which your business might wish to have an auto attendant greeting generator – first in text-to-speech function within your Auto Attendant and second as a creator of sample greetings you can use to address your own customers. We’ll talk today about how your Auto Attendant functions and provides you with effective text-to-speech for your custom messages.
Guru
MARCH 2, 2021
Product expertise doesn’t appear overnight. The entire product development process is what creates “experts” around certain features and functionalities, and is the foundation for all of the documentation that precedes and follows their release.
ClientSuccess
MARCH 2, 2021
For all of us working in the SaaS space, the constant barrage of new acronyms has become somewhat of a joke over the years. With so many letters used to describe simple job titles, it’s not uncommon for the base meanings of these roles to get lost in translation. This is especially true for Account Executives and Customer Success Managers – two roles that work extremely close with customers (and each other) and tend to be rolled into one when thinking about customer account management .
GetFeedback
MARCH 2, 2021
Become a CES expert with our comprehensive 4-week email course.
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!
Strikedeck
MARCH 2, 2021
Vincent Manlapaz, in an interview with Elaine Cobb talks about the challenges the organization faces, the strategic value of CS, and some ideas to rise above this challenge (pandemic). The post Making an Impact During These Unprecedented Times (Part 2): Elaine Cobb, Vice President of Customer Success at Coveo first appeared on Strikedeck | Customer Success Platform.
GetFeedback
MARCH 2, 2021
Simplifying CX YouTube series video on how to use the NPS metric.
inSided
MARCH 2, 2021
Our Product team has been hard at work to deliver a better customer experience when it comes to managing product feedback and closing the loop. That’s why today, we’re excited to announce our revamped Ideation Module and our brand new Product Updates Module. Let’s take a closer look at what you can expect from each.
Russel Lolacher
MARCH 2, 2021
In BC, I’m the public service director responsible for the government social media customer care for our ministry, but my dad still doesn’t understand what I do. “Yes, but what do you do? Aren’t you just tweaking on faceplant?” – actual quote from my dad. Thanks, Dad. To be fair, I regularly explain my role, and the value of our group’s work to serve the public and support our ministry.
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
Up Your Service
MARCH 2, 2021
This blog is hosted on RonKaufman.com. Click here to visit this blog. We are pleased to announce that Uplifting Service: The Proven Path to Unleashing Unbelievable! has been named the World’s Top Customer Service Development Program in 2020 by the GlobalGurus.org. We sincerely thank all Uplifting Service Leaders and Champions, our own Uplifting Service team, and all supporters who made this happen.
CSM Magazine
MARCH 2, 2021
Have you ever used Zantac to treat your heartburn? Well, the popular drug has some controversies which you need to know about. The drug, together with ranitidine, which shares the same ingredients, treats heartburn disorder. Zantac Lawsuit is among the prevalent lawsuits in the world. It emerged after patients claimed the drug, Zantac, caused cancer and other related conditions.
ConvergeOne
MARCH 2, 2021
The hot pieces of legislation currently affecting the communications industry are Kari’s Law and the Ray Baum’s Act. At a high level, these two items deal with 911. Kari’s Law is about a company’s responsibility and requirement to ensure that users can dial 911 without needing to dial a code to get an outside line first. The Ray Baum Act is about making sure the system can identify and communicate the dispatchable location of that person who dialed 911.
Expert insights. Personalized for you.
148 
Let's personalize your content