Fri.Sep 06, 2019

The Surprising Reason That Tactics Alone Don’t Get the CX Job Done

Beyond Philosophy

There is a difference between strategy and tactics when you’re trying to solve a business problem. Most people jump straight to tactics and implementation, because it is the concrete stuff, the stuff that we can start doing now.

How to Manage Call Center Agent Auxiliary Time

Avoxi

Request Demo Talk to an Expert Contact Us One of the key aspects of running a contact center is agent time management. And while most of your agents' time is spent on the phone, it's just as important to manage the time that your agents spend off the phone.

Voice of the Customer question examples and methodologies

delighted

All businesses rely on customer loyalty for brand recognition and revenue growth. How often they come back to purchase products and services, how dedicated they are to your brand, and whether they are happy with the customer service or not matters to the success of your company. Voice of the Customer , or VoC, identifies how well your business and employees know your customers and determines if you are successfully addressing their needs and expectations.

Guest Blog: Mobile, Frictionless and Secure – The Experience Consumers Expect

ShepHyken

This week we feature an article by Christina Lutrell about understanding the shifting consumer experience while maintaining your customer’s trust. As we know, consumer experience and expectations have changed rapidly in response to new technologies, market forces and security concerns.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

How and Why We Stereotype People

Beyond Philosophy

How and Why We Stereotype People and Things. Stereotyping is not considered a good thing, certainly not in politically correct circles. However, our ability to do it is hard-wired into our brains, and it doesn’t only apply to people. We can stereotype an organization, too.

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The State of Product Marketing: Growing out of our Teenage Angst

Guru

Last Friday, the Product Marketing Alliance released the first-ever State of Product Marketing Report , much to the excitement of Product Marketing professionals around the world, including the group’s 3,800+ member-strong Slack community. In short, we were stoked— I’m talking reaction emojis ranging from ??to to :party-parrot: But, of course we were!

CSM Confidential – Part 2: Dealing with Internal Challenges

ChurnZero

CSM Confidential – Part 2: Dealing with Internal Challenges. . Being a Customer Success Manager is difficult enough. . Based upon the premise that customer support should be more proactive than reactive, the value of CS cannot be understated.

3 Ways to Improve Your Member Experience with Webchat

LiveVox

Web chat and chatbots don’t need to chat with a sophisticated level of comprehension and integrating them doesn’t have to cost an arm and a leg. LiveVox’s omnichannel solution makes web chat easy for credit unions. Channel Preference Customer Satisfaction Webite Chat

Customers Experiencing Problems Increases to Highest Ever Level

CSM Magazine

A leading customer service provider has challenged businesses in the UK to change the way they think about customer interaction, amid rising levels of consumer dissatisfaction.

Contact Center Cloud Migration Done Right

Speaker: Sheila McGee-Smith, Founder and Principal Analyst, McGee-Smith Analytics

Many companies are in the midst of migrating their contact center to the cloud. Understanding how best to execute the transition of premises to cloud is part of that process. Join contact center industry analyst and No Jitter blogger Sheila McGee-Smith as she discussed tried and true best practices for avoiding the potential pitfalls of CX migration.

How to Achieve the Ultimate User Experience

Waterfield Technologies

User Experience Design (UX) is more than an interface on an application. UX is intended to design and develop clear, efficient, user-friendly interactions between customers and companies through a variety […].

3 Must-Have Tools for Your Multichannel Risk Mitigation Toolkit

LiveVox

Having a consolidated view of consent across channels is a must for heavily regulated industries. Here are the three consent management common elements to getting consent right in a multichannel environment. New Release

Understanding the Customer Service Expectations of B2B Customers

TeamSupport

The difference between a B2B (business-to-business) and B2C (business-to-consumer) customer is night and day. To most B2C companies, customers are a dime a dozen. A B2C company isn’t focused on their current customers nearly as much as acquiring new ones.

B2B 58

Newsletter Time Again - September Issue

Jon Arnold

Just thought I’d share this before the week is out. The current edition of my newsletter - JAA’s Communications and Collaboraiton Review - went out to subscribers yesterday.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

Here’s What’s New from August 2019 | Kommunicate Product Updates

kommunicate

Your favorite customer support tool is updated with more powerful features and improvements. The August release includes the latest version of iOS SDK, Bug fixes and major improvements in Web App. If you have missed July release updates, read here.