PeopleMetrics
JUNE 10, 2021
Collecting customer feedback is one thing. Measuring and managing that customer feedback is quite another! And if you want to be customer-centric, you need to make sure you're doing all three. In this session, we walk you through how the customer feedback management process works when you're using a customer experience management tool like PeopleMetrics as the central hub of your Voice of the Customer (VoC) program.
Uniphore
JUNE 10, 2021
We’ve learned a lot during the past 12 months: what restaurants deliver, what six feet actually looks like, what makes up a “home office.” We also learned just how important contact centers are to our everyday lives. When the whole world went remote, people started calling in in record numbers, forcing businesses to reassess their customer service game.
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Alida
JUNE 10, 2021
What’s the most overlooked but effective way to become a patient-centric healthcare organization? Prioritizing the voice of the employee (VOE).
TechSee
JUNE 10, 2021
It’s no secret that truck rolls are a necessary evil for the service industry. Yes, they cost a lot. Absolutely, your customers aren’t happy to wait for service. Of course, in-person contact puts employees and customers at risk. Sure, they divert your workforce from more strategic tasks. . But even though a large proportion of truck rolls are non-value-added activities and a tremendous waste of resources, these dispatches remain a fact of life for service organizations.
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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.
Steve DiGioia
JUNE 10, 2021
The other day I got a voicemail message from someone who sounded like they had a mouth full of marbles. I couldn’t understand most of what she said, and she spoke so quickly that each word just bled into the next. I even played the message back hoping to catch what I missed the first time. No difference. A question for you salespeople…. Why waste your time making a phone call and then expect someone to call you back when we can’t even understand what you are saying?
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Uniphore
JUNE 10, 2021
3 Ways Call Center Coaching is Leading to Customer Churn. And How to Fix it With Agent Assist. It’s no secret that better coaching creates more effective agents and better overall customer interactions. Why then do so many call centers struggle to convert coaching into real, measurable results? The problem comes down to a lack of coaching quality and on-the-floor facetime.
Comm100
JUNE 10, 2021
If it feels like everyone around you is adding a chatbox to their website, it’s probably because they are! The live chat market is in the process of doubling itself. As the years go by, live chat is shifting from a “nice to have” to a “basic customer requirement.”. But meeting this requirement doesn’t have to be expensive. In fact, it can be completely free.
Help Scout
JUNE 10, 2021
Anyone who’s worked in customer support knows it’s best played as a team sport. Strong individual contributors matter, but the real magic happens when working together. In order to create an environment conducive to collaboration, you need the right tools — and one of the most important is a team inbox. What is a team inbox? A team inbox is a shared mailbox where multiple agents can manage and collaborate on customer conversations from a single email address (support@, help@, etc.).
dscout People Nerds
JUNE 10, 2021
When testing content, usability often identifies the problem—without giving you much direction on how to fix it. Try a cloze test, recall-based test, or highlighter test instead. .
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
CSM Magazine
JUNE 10, 2021
Fed up of negative contact centre perceptions limiting your budget, resources and potential? Nick Smith at Calabrio , discusses how you can overcome these concerns and reposition your contact centre as a “profit centre”, instead of a “cost centre”. A Saddletree Research study found that the biggest challenge for contact centres in 2022 and beyond is likely to be: “Transforming the contact centre into being a central component of the operations of the organisation.”.
BirdEye
JUNE 10, 2021
Word of mouth has always been an effective channel for attracting new customers and building brand awareness. In the past, businesses tried to motivate more customers to spread the word about their products and services through pen and paper referral programs. Now that customers are spending more time online, those referral programs are moving to digital.
PK
JUNE 10, 2021
How do your customers currently perceive their interactions with your organization? And, once you’ve obtained this knowledge—how can you use it to improve your customer experience? I recently hosted a […]. The post Find your enterprise CX North Star appeared first on PK.
ChurnZero
JUNE 10, 2021
Celebrating the 35th class of unstoppable entrepreneurs who transform Mid-Atlantic and beyond. Ernst & Young LLP (EY US) today announced that Founder and CEO, You Mon Tsang of ChurnZero was named an Entrepreneur Of The Year ® 2021 Mid-Atlantic Award finalist. Now in its 35th year, the Entrepreneur Of The Year program honors unstoppable business leaders whose ambition, ingenuity and courage in the face of adversity help catapult us from the now to next and beyond.
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Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro
DemandJump
JUNE 10, 2021
What are content pillars? Content pillars are a novel type of content strategy framework that involve the creation and tactical interlinking of related pieces of content designed to increase a website’s search engine rankings.
Kustomer
JUNE 10, 2021
Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe and Vikas are joined by Vasili Triant to talk about all things digital CX. Vasili is the Chief Operating Officer at UJET, a partner of Kustomer, creating a product that delivers the ultimate experience for the modern consumer. Is Voice Dead? For nearly 30 years, experts in the CX industry have heard rumors that voice as a communication channel is dead and useless for navigating customer problems.
Zeisler Consulting
JUNE 10, 2021
This is the final installment of four articles tying the concepts, values, and principles of Agile and Scrum to the Customer Experience discipline. I introduced the series here , and parts one, two, and three are here , here , and here. In this article, I’ll dive into the concept of embracing change. Specifically, the Manifesto highlights this aspect of Agile project management as preferring to respond to change rather than following a plan.
DemandJump
JUNE 10, 2021
We’re often asked, ‘How do you write a perfect blog?” A good blog post offers a compelling story, gives helpful content, or provides a powerful call to action. A perfect blog post will do all three.
Speaker: David Nisbet, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
MyCustomer
JUNE 10, 2021
Engagement 5 signs you're not making the most of your CX team.
DemandJump
JUNE 10, 2021
Don’t you love landing on a page that explains everything about a topic you're interested in? It covers so much ground and is organized so clearly that you spend hours reading it. Well, it turns out Google loves it too.
Grupo Noa
JUNE 10, 2021
Why do we need multilingual customer services? Contact centers all over the world tend to satisfy the needs to those who does not necessarily know English. Having that in mind, most of the call centers, telecallers have multilingual proficiency for inbound customer support. This is why multilingual customer services are the most frequently looked for.
Maru Group
JUNE 10, 2021
By Ged Parton, Chief Executive Officer | June 10, 2021. Unstructured data in Customer Experience (CX) programs needs to be analyzed and delivered at speed, essentially real-time. The program also must be able to go deep with understanding to optimize insight and action. These principles of speed and depth are core to the Maru software ecosystem and are central to the delivery of understanding executed by our users either within the enterprise or via our advisory experts.
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A CX myth is something widely believed or implemented that is based on “how we’ve always done it” thinking, rather than delivering truly innovative customer experiences. What CX myths are holding organizations back from top-level customer experience performance? What can companies do to find solid ground and move forward successfully? In this guidebook, we answer those questions and more as we explore three key myths and two strategies that you can use to replace them.
Fox Metrics
JUNE 10, 2021
Trying to navigate a website without a well-defined structure is like making your way through a complex maze. It’s highly frustrating and not the ideal experience that users are hoping for. If your website navigation is unclear, visitors may decide to click the “Back” button to leave. This article discusses website navigation best practices and trends to make your site function better.
Magellan Solutions
JUNE 10, 2021
Non-voice Outsourced Customer Support Services is reshaping the industry as we know it. That is not an understatement because it truly is making waves in the industry. In fact if you look at the statistics alone, you will see that there are desirable numbers under non-voice services. Hence, we believe that non-voice outsourced customer support services are the future of call centers, BPOs and SMEs.
Gainsight
JUNE 10, 2021
It was a chilly day in San Francisco, but it was hot and happening on day two of Pulse Everywhere. With the amazing content from day one, our presenters had a lot to live up to. But they brought their best game with some incredible moves, tips, and tricks. It was informative instruction, both live and virtual, to help up attendee’s plays and performance.
Magellan Solutions
JUNE 10, 2021
Mobile outsourcing solutions has been a go-to strategy for SMEs that want to gain more popularity with modern consumers. Many businesses depend on mobile outsourcing solutions for their consumers. According to a recent study , 95% of American have at least 1 cellphone. Meanwhile, 85% of those people use smartphones on a daily basis. The main reason why companies develop mobile apps is for customers’ convenience.
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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.
Gainsight
JUNE 10, 2021
Can you recall the early days of the COVID-19 pandemic shutdown? If so, you realize how important your television and your streaming services were. They were our lifelines and connections to the outside world. It was our source of news, entertainment, and communication pathways. Did you get addicted to a show that you just had to finish watching, but you had to wait for the next episode or season?
Magellan Solutions
JUNE 10, 2021
What is covered by a vacation rental answering service. Hotels, inns, and B&Bs present unique, fun, and relaxing opportunities for guests all over the world. But the industry is anything but relaxing. These are especially the people behind the successful hospitality businesses. Excellent customer service means never allowing the concierge desk to sit empty.
COPC
JUNE 10, 2021
From pivoting on pay-for-performance metrics and decreasing their real estate footprints to designing new cost structures and doing site reviews virtually, vendor management organizations (VMO) are doing their best to navigate the business effects of COVID-19. Now companies are taking proactive steps to help them operate post-pandemic and prepare for another unplanned crisis.
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