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Top 5 CX Challenges and How to Solve Them
Pointillist
SEPTEMBER 18, 2019
By Steve Offsey Exceptional customer experience has never been more important than it is today. Nevertheless, most CX teams continue to face daunting CX challenges.
September, 2019
Revealed: The Two Secrets to Customer Loyalty
Beyond Philosophy
SEPTEMBER 2, 2019
Do you know what drives me mad? When organizations talk about loyalty, what they mean is, “the customer gives me all of their business.”. Customers giving you all their business isn’t customer loyalty on its own. They could give it to you out of habit , or because you are a monopoly.
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The Ultimate Open End: Unlock Insight with Text Analytics
ForeSee
SEPTEMBER 26, 2019
Please tell us anything else you’d like to tell us. Before we talk about that statement, let’s talk about analytics and CX more broadly. What would you say it is. CX Best Practices Measurement & Analytics
Guest Blog: Shock and Awe – A Guide to Creating a Customer Experience They’ll Talk About for Life
ShepHyken
SEPTEMBER 27, 2019
This week we feature an article by Jessica Wise who shares a story to illustrate how you can develop a lifelong relationship with your customers by creating a customer experience they will never forget. It was the Thursday before Memorial Day 2019.
How to Leverage Quality Management to Transform the Customer Experience
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When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.
What, Exactly, Makes for Great CX?
Contact Center Pipeline
SEPTEMBER 13, 2019
We talk a lot about delivering an exceptional customer experience (CX), but the talk focuses on how to deliver it. Improve first-call resolution,” or “Capture customer feedback.”
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Proving the Value of Customer Experience to Your Executive Team
Nicereply
SEPTEMBER 16, 2019
CX contributes to the overall success of the company with the number of metrics that it impacts, many of which are valuable to cross-functional teams as well as support.
In-House vs. Outsourced Customer Service: 4 Benefits of an Outsourced Call Center
Advantage Communications
SEPTEMBER 17, 2019
Is your customer service department no longer providing the customer experience (CX) that your clients expect? Can you no longer afford the technologies needed for superior customer service? Or perhaps you simply don’t have the resources anymore to keep up with seasonal demand?
How to Optimize Customer Communications Across Customer Journeys
Topdown
SEPTEMBER 9, 2019
Customer experience (CX) has been gaining traction; it’s now much more than just a buzzword and it now requires your immediate attention.
Best Ways to Use Call Center Scripts
Avoxi
SEPTEMBER 17, 2019
Request Demo Talk to an Expert Contact Us As a provider of some of the most effective, yet affordable, inbound call center software on the market, we are all about effective tools like call center scripts.
How AI Can Help
Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI
Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.
How to Bring More Humanity into Customer Communication
Kayako
SEPTEMBER 26, 2019
Humanity – according to the Merriam Webster dictionary – is defined as compassionate, sympathetic, or generous behavior or disposition: the quality or state of being human. . It’s likely that one of the first companies that come to mind when talking about humanity in customer communication is Zappos.
Yes is More Than an Answer. It’s an Attitude!
ShepHyken
SEPTEMBER 18, 2019
Customers don’t like to be told no. Any request or complaint that is met with a negative response may only add fuel to the fire. That’s why I’ve been intrigued for years by Cameron Mitchell’s philosophy—and also the title of his book— Yes is the Answer! What is the Question?
The 5 Essential Practices for Your Customer Experience
Beyond Philosophy
SEPTEMBER 11, 2019
Because we have frequent thunderstorms and power outages in my Florida home, I recently decided to buy an uninterruptible power supply for my electronics. I’ve had good experiences with Apple products so I first checked to see if Apple made that sort of thing.
How to Cut the High Cost of Contact Center Agent Attrition
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Agent attrition has always been a burden on a company’s bottom line. When turnover runs rampant in the contact center, institutional knowledge is lost, productivity drops, the quality of service decreases, and employee engagement and morale go down. This white paper takes an in-depth look at the problem and explains how outsourcing can be used to fix it.
So You’re a New CX Leader? 5 Tips to Succeed in Your Role
CX Accelerator
SEPTEMBER 24, 2019
We’ve all been there. It’s your first day on a new job and you’re trying to figure out how things work. There’s lots to be done – relationships to be built, goals to be set and plans to be drafted.
A Successful Customer Experience Strategy Means Keeping it Consistent
TechSee
SEPTEMBER 24, 2019
Sam travels often for business. On his last trip to London, he stayed at the Lord Rochester Hotel, since his tried-and-trusted Hotel Miranda Grand was overbooked. The receptionist at the Lord Rochester upgraded his room, comped him for food and spa services, and generally treated him like royalty.
Making Employee Experience a Priority in a Customer-Centric World
Contact Center Pipeline
SEPTEMBER 11, 2019
When it comes to your favorite mobile or self-service experience, what apps… platforms… or companies come to mind?
Customer Self Service – What the Future Holds
TechSee
SEPTEMBER 10, 2019
More companies than ever are tapping into the power of AI customer service technologies to enhance efficiency and positively impact the lives of consumers, and with good reason.
Straight Talk about Security, Compliance and Reliability in Cloud Communications
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The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.
Is Any Attention Good Attention?
Beyond Philosophy
SEPTEMBER 13, 2019
Is Any Attention Good Attention? I like Oscar Wilde. His best quote is, “There is only one thing in life worse than being talked about, and that is not being talked about.”
Creating a Collaborative Virtual Team
Contact Center Pipeline
SEPTEMBER 4, 2019
The percentage of people working from home has grown exponentially in recent years. New technologies make it so much easier for remote workers to perform their tasks. Creating an environment of collaboration can improve the performance of individuals and teams who don’t work face-to-face.
That “Something Extra” You Offer to Make Customers Love You
ShepHyken
SEPTEMBER 11, 2019
In the realm of business—and especially customer service—we often talk about how to differentiate yourself from your competition. It’s those companies that manage to stand out from the crowd that end up being successful.
Top 20 CX Influencers to Follow in 2019
Call Center Coach
SEPTEMBER 23, 2019
You have dreams and aspirations to make a difference. Sometimes it’s crystal clear on how you do that and sometimes it’s not. If you have a dream to make a difference in customer experience, then you need to learn from and follow these Top 20 CX Influencers.
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.
NPS, CES, CSAT: Which One is the Best Metric?
GetFeedback
SEPTEMBER 20, 2019
NPS, CES, and CSAT are customer loyalty metrics. They’re used to measure the level of loyalty that a customer has toward your brand. Customers are considered loyal when they consistently purchase from your brand over an extended period of time. . How do you get loyal customers?
Alexa, How are My SLAs Doing?
NICE inContact
SEPTEMBER 4, 2019
As a large travel management company, Omega World Travel continues to break new ground operationally and in the CX it provides to customers, thanks in large part to its move to NICE inContact and the CXone cloud-native platform.
Customer Satisfaction Continues Declining
Beyond Philosophy
SEPTEMBER 10, 2019
Customer Satisfaction is Declining in the UK! A new report by the Institute of Customer Service indicates that Customer Satisfaction is declining in the UK.
Contact Center Executive Outlook on 2020 and Beyond
Contact Center Pipeline
SEPTEMBER 12, 2019
Across industries, research reports are predicting that businesses can expect more change in the next five years than in the last 50.
Beyond the Contact Center: Unlocking Insights with Speech Analytics
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A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.
5 Ways to Deliver Better Service Just in Time for National Customer Service Week
ShepHyken
SEPTEMBER 25, 2019
National Customer Service Week is coming up soon. Every year it is the first full week in October. This is a week to celebrate and appreciate not only our customers, but also the people who make our customers happy.
The 3 Key Efficiencies for Outbound Marketing Success
Convoso
SEPTEMBER 23, 2019
If you want your outbound call center to convert more of your leads faster, efficiency is everything. But what are the best ways to improve efficiency while continuing to run full speed ahead with your business? lead generation call center solutions contact center software Convoso Call Center Agent
After Call Work – Why it Matters and How to Ensure it’s Done Right
TechSee
SEPTEMBER 18, 2019
After call work (ACW) refers to the tasks completed by a customer service agent once the call with the customer has been completed.
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