ShepHyken

AUGUST 7, 2020

This week we feature an article by Kritagya Pandey , a content writer at CallCenterHosting. She shares tips and tricks on how to create a Disney-like customer service experience. Delivering excellent customer service is an art. This era belongs to creating valuable and stellar experiences for the customers. And good customer service is defined as taking that extra step for the customers without being asked.

Customer Service 125

Customer Service Guidelines Exceptional Customer Service Lifetime Customer 125

Totango

AUGUST 7, 2020

The challenge of the digital marketplace is to make every customer feel like they are your only customer. Thankfully, the same advances that helped build that digital market also make it possible to provide every customer with personalized service. Having the ability to automate your CS teams’ work can make customer success scalable. For large high-touch accounts to tech-touch accounts, and everything in between, automation — used the right way — can add value for customers, while freeing up tim

Customer Success 62

Customer Success Software Customer Centricity Metrics 62

Provide Support

AUGUST 5, 2020

The post 4 Tips to Encourage your Remote Customer Service Employees appeared first on Provide Support Blog.

Tips 68

Tips Customer Service Customers 68

GetFeedback

AUGUST 3, 2020

How to run a successful employee experience (EX) program that also empowers teams to provide better CX and improve the bottom line.

Employee Experience 370

Employee Experience How To 370

Speaker: Loreal Lynch, 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.

Data

Calabrio

AUGUST 4, 2020

Workforce managers need a better process to communicate with agents about events impacting their schedule. This could be everything from intraday events—such as working overtime or voluntary time off—to notifying employees about weather related events such as snowstorms that would impact their ability to safely come to work. With mobile use only increasing, managers and employees should be able to access their schedule information when and how they want from the palm of their hand.

Communication 299

Communication Tools Management 299

Alida

AUGUST 4, 2020

A Q&A with Crystal Miceli, Vice President of Products. Q: Don't companies have enough data now in existing systems to know how customers feel without asking with an NPS survey?

Survey 221

Survey NPS System Data 221

GetFeedback

AUGUST 5, 2020

We’re excited to announce a brand new user interface (UI) thoughtfully designed with our customers in mind.

Brands 371

Brands Customers 371

Calabrio

AUGUST 7, 2020

Calabrio is a company that has thrived through strategic partnerships. Whether long-term partnerships like Cisco or Avaya , or newer collaborations with Amazon Connect , Twilio or UJET , we deliver value to customers by making the connection between their on-prem or cloud contact center to our leading workforce engagement management platform. We see our services through the lenses of openness and flexibility — we want to work with what you have, not the other way around.

Engagement 264

Engagement Contact Center Study Connections 264

Steve DiGioia

AUGUST 3, 2020

Snow. As far and wide as your eye can see. Thanks to the wind, in some places, it’s as high as your hip. Small patches of dry brown grass peek out from the high ridges and icicles hang from places I’ve never noticed. Then I see it. Meat. I had a conversation with someone the other day about the “ most memorable situations ” we’ve had during our career and quickly, one stood out.

Course 211

Course Management Customers 211

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Customers

C3Centricity

AUGUST 4, 2020

The current pandemic has clearly highlighted those companies who care about their customers and who provide them with customer service excellence. If you claim to be customer centric are you sure you’re truly walking the talk and not just talking about customer service excellence? Many companies are and the pandemic has brought them into the spotlight.

Customer Service 177

Customer Service Social Media Customer Service Representative Self Service 177

GetFeedback

AUGUST 3, 2020

Interview with Nicole Sult, senior director of customer experience at Lippert Components—the world’s leading supplier of high-quality RV products—about her career in the customer experience space.

Customer Experience 221

Customer Experience Customers 221

NICE inContact

AUGUST 3, 2020

What do you call an operation that provides customer service? A call center? Or a contact center? Many people refer to everything as call centers, similar to how some refer to all facial tissue as Kleenex and all soda as Coke. But, just like Coke doesn't aptly describe all soda flavors, referring to all customer service operations as call centers just isn't an adequate label.

Call Center 169

Call Center Contact Center Customer Service Omni-Channel 169

IntouchInsight

AUGUST 7, 2020

Given the importance of continuous measurement to the long term success of any CX program, we've collected our top 5 tips for helping CX and Operations leaders and practitioners keep up with the deluge of data.

Measurement 156

Measurement Tips Data 156

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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.

Communication

BlueOcean

AUGUST 6, 2020

2020 has marked the workplace like no other year in recent history. For months, we’ve been settling into new patterns of working and communicating, and we’re finally beginning to see a return to some semblance of “normal.” Our favorite coffee shops are open and for many, the commute to work once again involves more than a walk down the hall … and yes, that RFP is back on your plate.

Contact Center 156

Contact Center Customer Care Comparison Culture 156

GetFeedback

AUGUST 6, 2020

Simplifying CX YouTube series episode on the difference between digital experience and customer experience.

Customer Experience 273

Customer Experience Customers Video 273

NICE inContact

AUGUST 4, 2020

When it comes to making investments in customer service improvements, it’s hard to beat the transformational power of conversational AI to deliver a better customer experience in the contact center. In this blog post, we’ll dig into conversational AI – what does it mean for IVR and why businesses should care.

Contact Center 156

Contact Center Customer Service Customer Experience Customers 156

Kerry Bodine

AUGUST 1, 2020

Join me on Wednesday, August 12 at 1:00pm ET for a webinar with the Toronto Customer Experience Professionals Association. It’s FREE for CXPA members and CAD$65 for everyone else. Webinar overview. Journey mapping has reached fever pitch in the customer experience world. But an organization’s mapping efforts are only effective if the resulting maps drive positive business outcomes — and that isn’t going to happen through wishful thinking.

Customer Journeys 156

Customer Journeys Management Customer Experience Professionals Measurement 156

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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

Customer Experience

eglobalis

AUGUST 2, 2020

Culture Experience Is Your Diversity and Inclusiveness Real, or Imagined? Customer Experience Human Experience. The post Is Your Diversity and Inclusiveness Real, or Imagined? appeared first on Eglobalis.

Culture 173

Culture Customer Experience Customer relationships Customer Centricity 173

GetFeedback

AUGUST 4, 2020

How to leverage employee surveys to improve EX during this pandemic.

Survey 273

Survey How To 273

NICE inContact

AUGUST 2, 2020

When speaking with a contact center agent that is in the sales hospitality industry to learn about how call center work from home has been, they expressed two things. First, their appreciation for their continued employment. Then, a growing concern about going back to the office.

Call Center 156

Call Center Hospitality Contact Center Sales 156

Alida

AUGUST 4, 2020

A Q&A with Crystal Miceli, Vice President of Products. Q: Don't companies have enough data now in existing systems to know how customers feel without asking with an NPS survey?

Survey 130

Survey NPS System Data 130

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

Retail

eglobalis

AUGUST 2, 2020

Simplify employee experience and customer experiences to adapt and grow On Tech Target. The post Simplify employee and customer experiences to adapt and grow On Tech Target appeared first on Eglobalis.

Customer Experience 164

Customer Experience Employee Experience Customers Strategy 164

GetFeedback

AUGUST 3, 2020

Everything you need to know to conduct a successful user research program.

User Experience 243

User Experience 243

Comm100

AUGUST 5, 2020

Only 35% of customers are willing to wait 30-60 seconds for a response on live chat. For today’s consumer fast support is non-negotiable, and long wait times are unacceptable. On the surface, these ‘lost’ customer engagements may not seem especially important, but their impact can go far beyond slight frustration. If a customer’s issue is not resolved and their voice is not heard, customer retention is at risk.

Wait Times 130

Wait Times Tips Customer Service Omni-Channel 130

ShepHyken

AUGUST 5, 2020

What gets in the way of creating a great customer service experience for you and/or your organization? Is it a process that is clunky, inconvenient and difficult for the customer? Is it people who aren’t properly trained or don’t have the right people skills? It’s easy to ask yourself these questions and self-diagnose your organization, but have you ever asked your people?

Customer Service 156

Customer Service How To Exercises Customer Service Training 156

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Tips

UJET

AUGUST 5, 2020

After over 10 years in the software startup scene and a great start at UJET in its San Francisco headquarters for a year and a half, I had the opportunity to move to Europe. Now after being in Munich for almost two years, I’ve had time to reflect on the benefits, drawbacks, and lessons learned about working remotely while living abroad. While I could go on and on about personal growth, many of the same lessons and insights I’ve gained personally have also benefited me professionally.

Tips 133

Tips Meeting Tools Groups 133

GetFeedback

AUGUST 5, 2020

Simplifying CX YouTube series on the most popular user experience terms.

User Experience 221

User Experience Video 221

Beyond Philosophy

AUGUST 1, 2020

The 5 Rules for Behavioral Journey Mapping. A lot of Behavioral Economics can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. What Are The Five Rules? We were training customers with journey mapping recently when it became apparent that people didn’t understand what journey mapping could do for them.

Customer Journeys 122

Customer Journeys Net Promoter Score Exercises Interaction 122