Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management. Listen to your customers.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

Callminer

JULY 23, 2019

Providing feedback to agents in your call center is entirely needed to maintain and improve a quality facility. The right encouragement, or even criticism, could dramatically alter agent performance, both for on-site employees and at-home agents. Employee and agent feedback should be a two-way street.

Best practices 140

Best practices Feedback Call Center Coaching 140

JustCall

AUGUST 25, 2022

Mastering the Art of Customer Interaction Management. Customer interaction is a kind of communication where information is shared between businesses and customers to reach a common understanding. Customers can reach for help via social media handles like Facebook, Instagram, etc. What is Customer Interaction Management?

Management 52

Management Advertising Feedback Contact Center 52

NobelBiz

NOVEMBER 16, 2021

This ability enables you to comprehend emotions and how to use them in order to nurture good customer relationships. And emotional intelligence is a set of attitudes that involves: The capacity to accept our feelings, notice their influence on others, and develop a good self-image is referred to as self-awareness.

Contact Center 52

Contact Center Coaching Sales Consulting 52

JustCall

DECEMBER 1, 2022

Several people still prefer working from home as it helps them maintain balance and reduce stress. The need of the hour is for managers of work from home call centers to assist, interact and engage with their home agents using a range of reporting, monitoring and management tools. So how do you encourage remote call center agents?

Call Center 52

Call Center Management Agent burnout Scripts 52

Nicereply

JANUARY 31, 2020

Odds are good that at some point in time, you’ve looked up from your desk and thought … what next? That is if you set good goals. In this post, we share our top tips on how you can set great customer service goals to motivate and inspire your support team. Why are we here? Take a look at your history.

Customer Service 59

Customer Service Metrics Average Handle Time Customer Support 59

Netomi

JANUARY 5, 2023

The only certainty is that the quality of customer experience (CX) is more important than ever. There’s a good reason why you should be ranking CX high in your priorities for the coming year. According to Forrester’s US 2022 Customer Experience Index rankings, CX quality fell for almost a whopping 20% of brands in 2022.

Chatbots 52

Chatbots Scripts Airlines Customer Support 52

Netomi

JANUARY 5, 2022

Customer service leaders come in all shapes and sizes. In the age of the internet, it is difficult to keep tabs on which thought leaders and influencers are the real deal, and which ones are not. This is especially true in the customer service industry. At Netomi, we deeply care about improving the customer experience.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Talkdesk

AUGUST 23, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. Maintaining Customer Standards Through Growth. Early on we focused heavily on customer satisfaction versus customer success and we changed that pretty quickly — probably 18 months in.

Customer centricity 40

Customer centricity Engineering Management Customer Experience 40

Vistio

DECEMBER 15, 2021

His passion for CX technology and leadership has led to his current role as the Director of Customer Experience for Clark Pest Control. He has been named a top thought leader in the contact center space and serves on the steering committee for the Northern California Contact Center Association. Yeah, sure. That’s amazing.

Contact Center 52

Contact Center Banking contact center associations Technology 52

Integrity Solutions

SEPTEMBER 28, 2023

It’s never been more important to understand your customers and what they value. It’s easy to say that we put the customer first, but what does that actually look like in practice? In the past, customer service centers were viewed as cost centers or expenses. But great customer experiences don’t just happen.

Customer Service 110

Customer Service Coaching Contact Center Banking 110

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Customer Experience 114

Customer Experience B2C Journey mapping B2B 114

Netomi

FEBRUARY 28, 2022

Women of Influence: 25 Innovative Customer Experience Leaders. As the COVID-19 pandemic disrupted many industries worldwide, customer experience proved to be more important than ever. Alexandra has more than 20 years of professional experience in Customer Care, Contact Centers and Customer Experience. EMEA, and APAC. .

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

SmartKarrot

MARCH 8, 2022

In celebration of International Women’s Day, we are honored to present our Top 50 Women Leaders in Customer Success to Follow list for 2022, celebrating 50 influential women leaders and their inspiring stories of strength and success. Her portfolio is gilded with leadership roles like board director, investor, COO, and P&L owner.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Customer Experience 64

Customer Experience Journey mapping B2C B2B 64

RapportBoost

DECEMBER 10, 2018

Did you miss this Customer Experience Update Webinar from the end of November? Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. So, we hope to inspire amazing, thoughtful conversations today that will create actionable insights for you. No worries!

Customer centricity 40

Customer centricity Contact Center Self service Journey mapping 40