Steve DiGioia
JANUARY 6, 2020
We scour resume after resume in search of the best candidate. But, as a service provider, we never truly know the applicant’s skill set until they’re hired and in contact with your precious customers. Sometimes we’re lucky and hire a gem who goes on to build customer relationships lasting years. This is a dream hire. But other times, we hire a dud who chases our clients away.
GetFeedback
JANUARY 6, 2020
After Voice of the Customer (VoC) , nothing is more closely associated with Customer Experience Management (CXM) than a customer journey map (CJM). . By creating a visual depiction of the steps that customers take in an experience, including how customers feel after interactions, CX leaders can diagnose problems and design new experiences for the future.
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ChaseData
JANUARY 6, 2020
How successful are your customer service efforts? Determining that may seem like an impossible task, especially given that some aspects of customer service are somewhat abstract. However, there are some concrete ways to tell how well you’re meeting your customers’ needs. These metrics are critical for measuring the success of your center and making necessary adjustments.
Enghouse Interactive
JANUARY 6, 2020
As we head into 2020, now is the perfect time to evaluate how the customer service sector has performed in 2019. And what better way of doing this than exploring the 2019-20 Contact Babel UK Contact Centre Decision-Makers’ Guide, sponsored by Enghouse Interactive. Based on a detailed structured questionnaire, Contact Babel surveyed 226 UK contact centre managers and directors on performance, operations and industry trends to name but a few.
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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.
ShepHyken
JANUARY 6, 2020
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 8 CX Design & Strategy Trends You Need To Know: Looking Back On The 2019 Contact Center by Matt Wujciak. (CCW DIgital) This article shares 8 key findings on CX Design and Strategy, according to our 2019 market study.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Peter Lavers
JANUARY 6, 2020
Why building, protecting and recovering Trust is a business imperative. In this blog co-written with Mark Holloake, Peter Lavers considers how trust is a hot topic, but that lot of commentary suggests it is binary – you can either trust an entity or not – an on/off switch in effect. They argue that if it’s a switch then it’s more like a dimmer switch – yes, there’s a definite ‘off’ and ‘fully on’, but there’s also a range in between!
GetFeedback
JANUARY 6, 2020
Event and conference surveys are a great way to capture attendee feedback after the big day is over. Here are 10 quick tips on sending post-event surveys.
Monet Software
JANUARY 6, 2020
Forecasts are never 100%, but real-time call center data analysis helps fill the gaps. As we discussed here , contact center leaders spend significant time and energy creating detailed workforce management forecasts. In many cases, initial predictions are made for the year and adjusted quarterly, monthly, and then weekly or daily as shifts are scheduled.
Liveops
JANUARY 6, 2020
A new decade is upon us, and the disruption in the workforce is here. No longer are Baby Boomers dominating the workforce. Millennials make up the majority of the working population, retirees are coming back for a second wind and Gen Z is making their mark. The evolution of the workforce is driven by the changing needs, desires, and demographics of the workers who comprise it. .
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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
GetFeedback
JANUARY 6, 2020
B2B and B2C customer journey mapping differerences explained. Learn what to do to optimize the experience for your particular industry.
A Better Answer
JANUARY 6, 2020
Feeling the pangs of burnout? Wondering why there doesn’t seem to be enough hours in the day to complete all your work at an optimal level? To maximize your productivity and ensure you’re able to satisfy all high-level initiatives of your job, consider hiring a Virtual Assistant.
GetFeedback
JANUARY 6, 2020
Customer feedback is critical for good business as it identifies strengths and blind spots in your customer experience. But, simply.
Customer Experience Matters
JANUARY 6, 2020
One of the key building blocks of Experience Management (XM) is X-data, which helps establish an understanding of how people think, feel, and behave. In almost all circumstances, organizations lack the X-data they truly need. So how should organizations go about instrumenting their operations to collect the right data? To identify the required X-data, it’s important to first understand how data flows from people’s experiences.
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.
GetFeedback
JANUARY 6, 2020
Learn how to take the data you've gathered via your online surveys, and turn that information into visually engaging presentations.
Liveops
JANUARY 6, 2020
A new decade is upon us, and the disruption in the workforce is here. No longer are Baby Boomers dominating the workforce. Millennials make up the majority of the working population, retirees are coming back for a second wind and Gen Z is making their mark. The evolution of the workforce is driven by the changing needs, desires, and demographics of the workers who comprise it. .
Andrew Mcfarland
JANUARY 6, 2020
Companies invest billions to develop new products and expand market share but their biggest growth engine (customers) remains untapped. To transform your business in 2020, improve the customer experience.
Spearline
JANUARY 6, 2020
Everyone has their bad days. Frustration is something we all face, sometimes even on a daily basis, and we can take it out on the wrong person accidentally. For call center agents, they can be facing sometimes over 100 frustrated callers a day and that can be extremely testing. But not every difficult customer has to be a difficult experience. For an agent to keep a cool head and to ensure the customer gets the best experience (they are always right after all) be sure to check out these tips on
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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.
GetFeedback
JANUARY 6, 2020
Les cartographies des parcours client B2B et B2C ne sont pas identiques. Découvrez comment optimiser l’expérience client dans votre secteur d’activité.
Xaqt
JANUARY 6, 2020
Whether you’re already using Amazon Connect in your Contact Center or just considering it, we’ve created this handy little guide on how to get the best reporting results for you AWS Call Center. Often times, just getting data out of your existing ACD is a challenge. However, with Amazon Connect, it's easy to stream and stream call detail records into an AWS S3 bucket for integration into other applications and reporting tools.
FreshGrade
JANUARY 6, 2020
This time of year, we’re all making plans to better ourselves and move forward with personal and professional development. Whether your New Year’s goals are personal or classroom related, FreshGrade is here to help guide your path to be your personal and professional best. Making lofty goals is easy, but it’s the follow-through plan that makes our breaks our resolutions.
Xaqt
JANUARY 6, 2020
A Cognitive IVR has the ability to engage in a natural language based conversation with a customer and take automated action based on the callers needs, thus resulting in a fully automated customer voice interaction. Here we'll discuss the basics of a Cognitive IVR and why Conversational AI should be part of your Cognitive Contact Center or Call Center Automation strategy.
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!
Eckoh
JANUARY 6, 2020
What will the Contact Center of the Future look like? In a five-part series, Ashley Burton, Head of Product at Eckoh, explores the radical changes ahead – starting with a new breed of customer that's emerging. To consider the Contact Center of the Future we must first consider the Customer of the Future. what their lives will be like and what their needs and expectations might be in the changing world they inhabit.
Connect
JANUARY 6, 2020
Investment in customer experience technology is set to soar in the next decade, as organisations seek to increase customer understanding, improve loyalty, reduce churn rate, and meet consumer demand for more personalised experiences.
kommunicate
JANUARY 6, 2020
I hope you had a nice Christmas and working towards your new year goals. It is very hard to be a businessman, but somehow you make it look so easy. May this year be full of success and good deals. Happy New Year! In the month of December, we have added some powerful features to [.]. The post Here’s What’s New from December 2019|Kommunicate Product Updates appeared first on Kommunicate Blog.
CSM Magazine
JANUARY 6, 2020
All businesses need to offer a good level of customer service if they want to stay afloat. Of course, exceptional customer service can help you to stand out from the crowd and gain a bigger share of the market. However, law firms have traditionally shied away from introducing customer-led initiatives. As companies routinely require the services of commercial lawyers, many law firms assume their customer base is guaranteed.
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
Provide Support
JANUARY 6, 2020
In 2020 customers will become smarter as their expectations for service and customer experience are set by best brands. While interacting with a business, they compare their experience to the best one they received from anyone and anywhere. Thus the gap between expectations and reality may widen for some companies. As a result customers will walk away searching for better experience.
CSM Magazine
JANUARY 6, 2020
Real estate may be most famous for being all about location, but the reality is that you can’t overlook the importance of customer service. Real estate investors tend to focus on the bottom line but ignoring customer service will literally cost them. Let’s discuss what really matters in real estate customer service. Furthermore, we’ll provide some suggestions on how to meet and exceed customer expectations with regard to service.
GetFeedback
JANUARY 6, 2020
In this Dreamforce session, We’ve broken down the session below by key slides and their accompanying scripts. x.
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