The Petrova Experience

FEBRUARY 20, 2024

Last year even we at The Petrova Experience cautioned against artificial intelligence without regulation and shared our thoughts on guiding principles that keep humanity at the center of this innovation. Much of AI news focuses on the importance of regulation, data risks, and intellectual property debates. What do I mean by that?

Calibration 52

Calibration Chatbots Transportation Technology 52

CX Accelerator

MAY 16, 2018

This week I’m celebrating 10 years working for the same organization. This week I’m celebrating 10 years working for the same organization. This organization has offered countless hours of training and numerous interesting on-the-job challenges. Below are selected favorites from each year that I hope may aid you in your journey!

Education 203

Education Personalization Feedback Sales 203

Interactions

APRIL 30, 2020

Those of you sitting at your desk in your home office and collaborating to create the strategy that will drive your organization through these uncertain times are probably getting emails and LinkedIn messages by the minute featuring buzzwords like AI, Machine Learning, RPA, and Automation.

Technology 71

Technology Contact Center Metrics Accountability 71

Expivia

FEBRUARY 25, 2024

Unraveling the Potential of Auto QA: Redefining Contact Center Evaluation Are you ready to uncover the transformative power of Auto QA? In this blog, we embark on a journey through practical QA scenarios, illuminating how Auto QA, enhanced with advanced prompting , is reshaping the assessment landscape.

Contact Center 52

Contact Center Technology Feedback Analytics 52

OctopusTech

JULY 21, 2023

For example – How long a user was on your website before making any purchase can be counted in the customer data. A company needs to understand how its potential customers think and understand in reaching the last stage of the sales funnel. Data of customers act as a lifeline for any business.

Best practices 62

Best practices Management Upselling Sales 62

JustCall

APRIL 3, 2023

driving team collaboration for small or large-scale organizations is no small achievement. driving team collaboration for small or large-scale organizations is no small achievement. Team Collaboration has become a permanent fixture in the world of businesses today. What Is Team Collaboration, Exactly?

Morale 40

Morale Feedback Management Personalization 40

Nicereply

MAY 14, 2019

Communities are powerful. What does a group like the Hells Angels have to do with your bottom line? Sales are vitally necessary for your business, but unfortunately not always enthusiastically welcomed by your potential customers. Just take the example of a biker gang like the Hells Angels. It’s win-win.

Sales 76

Sales B2C B2B Customer retention 76

Education Services Group

MAY 17, 2021

Your relationship with your customers, of course, but also the CS team’s relationship with other internal groups, and even their relationship with executive leadership. After all, how can CSMs help their customers thrive if they aren’t thriving themselves? If you look after your staff, they’ll look after your customers.

Journey mapping 52

Journey mapping Morale Customer retention Customer Experience 52

ChurnZero

OCTOBER 6, 2020

Aligning client and vendor goals to create mutually beneficial outcomes can make a big splash – not just on customer loyalty and happiness, but also your bottom line. That’s why, starting this year, we’ll recognize organizations that have shown a commitment to fostering customer centricity with the 2020 ChurnHero Awards.

Banking 40

Banking SaaS Entertainment Customer advocacy 40

Squelch

MAY 17, 2019

Introducing Zendesk Showcase Zendesk Showcase brings together customer experience, support, and success leaders for conversations about how to create seamless experiences for both employees and customers. The one-day events also explore the latest CX tools and share stories from innovative brands that prioritize service.

Chief Customer Officer 40

Chief Customer Officer Best practices Feedback Marketing 40

CCNG

DECEMBER 6, 2023

It’s not near as embarrassing now-a-days telling your buddies you are off to play pickleball, what with Tom Brady, Kim Clijsters, Mark Cuban and Lebron James all owning Major League Pickleball teams. I’m sure you’ve already heard…but there is a wonderful game called pickleball that is taking over the United States. Pickleball is not new.

CCNG 195

CCNG Healthcare Consulting Consulting 195

Verint

APRIL 3, 2018

Digital and Live Events Throughout April Explore the Power of AI and Automation, the Rise of IVAs, New Global Research Findings and More. Automation and Artificial Intelligence (AI): Game Changers for Your Customer Engagement Strategy”. Customer Interview Series. Smooth Sailing Ahead with Analytics and Automation”. April 3 Webinar.

Self service 34

Self service Analytics Banking Surveys 34

Russel Lolacher

JANUARY 10, 2023

how to look differently in preparing students for their careers. how a challenge mindset can help you focus on your career. “I want [anyone listening] to look forward to how they can change and how they can grow in their aspirational story, instead of doubling down on who they were in the past. JP on Twitter.

Personalization 52

Personalization Engineering Marketing Employee engagement 52

Anexa BPO

MARCH 31, 2021

How is this done, though? This is achieved via large, experienced teams that are easily accessible and/or available to your valued customers – both existing and potential. Today we will take a deep dive into the world of outsourcing – and in particular – BPO companies and their advantages. What Is BPO? . . A Breakdown of Each Area.

outsourcing 40

outsourcing Telemarketing Business Process Outsourcing Enterprise 40

Balto

OCTOBER 31, 2022

Table of Contents Get a Copy of the Report in Your Inbox 1-on-1 Training Reigns Supreme The Knowledge Retention Disparity More Employees = Better Onboarding? Put Your Managers and Supervisors In Charge What Agents (And Leaders) Have to Say Conclusion. Leadership often overestimates how much agents remember from onboarding.

Contact Center 52

Contact Center Surveys Coaching Telecommunications 52

SmartKarrot

JUNE 16, 2023

While some firms had already embraced remote work long before the outbreak of COVID-19, the pandemic accelerated the rate of working remotely. This upsurge was caused by the lockdown and quarantine measures imposed by the government to curb the spread of the virus, making it almost impossible to commute and work in offices for many.

Surveys 10

Surveys Construction Government B2B 10

AWS Machine Learning

AUGUST 16, 2023

Thomson Reuters Labs, the company’s dedicated innovation team, has been integral to its pioneering work in AI and natural language processing (NLP). Fast forward to 2023, and Thomson Reuters continues to define the future of professionals through rapid innovation, creative solutions, and powerful technology.

Enterprise 75

Enterprise APIs Engineering Entertainment 75

SmartKarrot

MAY 19, 2023

ChatGPT is a powerful AI-powered text-based artificial intelligence tool that can revolutionize customer service and content creation for businesses. By using this powerful technology, companies can improve customer satisfaction and engagement while reducing operational costs.

Chatbots 10

Chatbots Engineering B2B Feedback 10

SmartKarrot

MAY 19, 2023

ChatGPT is a powerful AI-powered text-based artificial intelligence tool that can revolutionize customer service and content creation for businesses. By using this powerful technology, companies can improve customer satisfaction and engagement while reducing operational costs.

Chatbots 10

Chatbots Engineering B2B Feedback 10

SmartKarrot

MARCH 23, 2023

This eBook is our attempt to illustrate a few practices that we feel should be adopted to foster the dynamics and cater to the changes and pressures of today’s working environment. POLICY #1 Flexibility The willingness and ability to adapt to change, particularly regarding how and when work gets done. And it’s bite-sized.”

Morale 10

Morale B2B Coaching Employee engagement 10

SmartKarrot

MARCH 23, 2023

This eBook is our attempt to illustrate a few practices that we feel should be adopted to foster the dynamics and cater to the changes and pressures of today’s working environment. POLICY #1 Flexibility The willingness and ability to adapt to change, particularly regarding how and when work gets done. And it’s bite-sized.”

Morale 10

Morale B2B Coaching Employee engagement 10

Cisco - Contact Center

DECEMBER 8, 2020

The WebexOne series highlights a wave of Webex innovation to drive experiences that are 10x better than in-person interactions, help organizations collaborate seamlessly, and transform their employees and customer experiences to power an inclusive future for all.

Contact Center 144

Contact Center Wireless Personalization Technology 144

AWS Machine Learning

AUGUST 15, 2023

This observation comes as no surprise because video and audio are powerful mediums offering more immersive experiences and naturally engages target audiences on a higher emotional level. As companies accumulate large volumes of digital assets, it becomes more challenging to organize and manage them effectively to maximize their value.

Chatbots 74

Chatbots Enterprise Accountability Best practices 74

SmartKarrot

JANUARY 5, 2021

Leading the world of SaaS businesses, Allison Pickens is recognized as one of the Fortune Most Powerful Women, for her contributions as a growth expert, a thought leader, and her eminent presence on the board of directors in top SaaS companies. If you find any prominent influencers missing, kindly nominate them in the comments below.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

Russel Lolacher

MAY 7, 2023

Why organizations might not adopt psychological safety practices. How to create a psychologically safe space for feedback. She’s the co author of the new book, The psychological safety playbook, lead more powerful by being more human. Where to start in creating psychological safety. The degrees of psychological safety.

Feedback 102

Feedback Engineering Personalization Consulting 102

teleopti

SEPTEMBER 18, 2019

Constant change and the viral power of social media demand new levels of adaptability from organizations today. Nick Smith at Teleopti shows how to gain control by applying workforce management (WFM) principles to influence company culture and protect corporate reputation. WFM: turn challenges into opportunities.

Management 57

Management Customer advocacy Employee engagement Self service 57

SmartKarrot

NOVEMBER 2, 2020

In this mix, it is necessary to find efficient ways to sustain your business. The best way to know how to retain customers is to hear it from other business owners who do just the same. The best way to know how to retain customers is to hear it from other business owners who do just the same. What do Experts have to say?

Customer retention 21

Customer retention Consulting Consulting Marketing 21

Hero Digital

AUGUST 28, 2018

How company book clubs support culture. Designing together or attending meetups as a department provides a way to get out of the office while developing your team, but adjacent teams may feel left out from these professional learning opportunities. How to make your company book club inclusive.

Engineering 57

Engineering Analytics Personalization Management 57

Russel Lolacher

NOVEMBER 14, 2022

How to prepare for the steps to empathy. “Empathy is one other data point that informs your decision making. And then it can also inform how you communicate your decisions out to your audience.” And then it can also inform how you communicate your decisions out to your audience.”

Personalization 52

Personalization Consulting Consulting Advertising 52

ClearAction

OCTOBER 2, 2017

The primary job of a customer experience leader is to make it easy for every role in your company to see the customer’s perspective so clearly that it compels them to act differently. Your whole customer experience team can identify their ratings on each element of this equation and learn how to increase trust.

Customer Experience 78

Customer Experience Journey mapping Management Customer centricity 78

SmartKarrot

MAY 11, 2023

Effective communication and collaboration is crucial for the success of any team or organization. With remote work becoming increasingly common, businesses are constantly seeking innovative ways to foster seamless collaboration and maintain strong team dynamics. How Is Slack Huddle Different From Slack Calls Or Slack Meetings?

Best practices 10

Best practices B2B Personalization Enterprise 10

Netomi

APRIL 7, 2023

Whether it’s customer-obsession, innovative uses of technology or an intimate focus on employee happiness and engagement, each of these leaders featured is pushing the boundaries in customer service. The top CX practitioners making the most impact on employee and customer experience Customer service is more important today than ever before.

Customer Service 52

Customer Service Airlines Customer centricity Banking 52

Go Hire- ContactCenter

MAY 2, 2024

We reached out to business leaders and recruiters and compiled a list of the top creative recruiting ideas they’re using to successfully hire today. We reached out to business leaders and recruiters and compiled a list of the top creative recruiting ideas they’re using to successfully hire today. How do you recruit creatively?

Engineering 52

Engineering Marketing Benchmark Advertising 52

Comm100

MAY 1, 2018

Use the following tips for managing multigenerational teams to help you harness the best of these powerful generations. Make Your Company More Appealing to Each Generation. A workforce that is less caught up in the trappings of conflict will have more valuable opportunities for innovation, collaboration, and growth.

Management 41

Management Education Surveys Government 41