INDUSTRY INSIGHTS YOUR PEERS ARE READING
Download the Astea-authored whitepaper to see how IoT is Driving Field Service Transformation. The expectations and demands of today’s customers continue to increase rapidly. They expect improved uptime, better first-time fix rates, and faster response times. MORE
Agents are the most critical resource in a contact center and yet the hardest to retain as evident with high attrition rates. MORE
Research MORE
We live our lives on promises. From the time a child can grasp the concept of “cross my heart and hope to die,” there is a forever realization that anxiety can only be reduced through proof of trust while waiting for a promise to be kept. MORE
Elevate the Employee (and Customer) Experience. Making a Lasting Impact on the People That Power Your Business. Shep Hyken interviews Robert Glazer. MORE
Optimization is one of those buzzy words that gets thrown around a lot in the contact center industry. According to the all-knowing Merriam-Webster, optimization is the “act, process, or methodology of making something as fully perfect, functional, or effective as possible.” MORE
Customer Experience (CX) can make or break a brand. With 2020 upon us, brands must stay on top of all the latest CX innovations, gleaning opportunities, and cautionary tales to ensure their CX program prospers over the next decade. MORE
No Longer Your Dad’s Work Environment Today’s workforce is more diverse than ever. Multiple generations often work together side-by-side. MORE
The customer journey map is a visual representation of the customer journey. Customer journey mapping is a way to overview the customer journey that helps you to manage the customer experience. Feed generated with FetchRSS MORE
A resume is an introduction of yourself to your potential employer and summarizes your experiences, skills and accomplishments among other things. For this reason, your resume needs to well thought out and written to make it stand out and give your potential employer the necessary information. MORE
Agent: Hello, thank you for calling Longbow Telecom. How may I help you today? Customer: I think I need to reset my router but I can’t work out how. Agent: One moment please, while I access that information. Agent: Thank you for holding. I’m pulling it up for you right now. MORE
If customer communication management , or CCM, is the buzzword you’ve been hearing around the office, there’s a reason for all the hype. CCM software is something that businesses of all sizes would do well to adopt. Customer Experience Customer Communications Personalization MORE
It should old news to you by now that focusing on Customer Experience(CX) drives sales and customer loyalty. What stymies … Read More Self-Auditing Your Company’s Customer Experience for Value Opportunities Pays Off. The post Self-Auditing Your Company’s Customer Experience for Value Opportunities Pays Off appeared first on Kristina Evey. Customer Experience Management Leadership Perceived Value Perception MORE
It is an amazing time to be a customer experience expert and a fascinating time to look back at the immense changes to both the idea and practice of customer experience that the last decade has brought. MORE
Detractors are kind of a “taboo” topic in the business world – nobody really likes talking or thinking about upset customers. MORE
The Beginning of Customer Relationship Management It was the 80’s. Hair was big, rock was loud, and something funky and new was being born. It was called Customer Relationship Management (CRM) and it was freakin rad. MORE
Your business is successful because you deliver value to customers. Their growth supports your growth, and advocating for them with help you both be successful. Customer advocacy is the art of learning what customers need and working to help them gain the value that is in their best interest. MORE
The other day I went out to breakfast with some friends. There were eight of us, so we needed two tables pushed together. The restaurant was crowded. The hostess pointed to a table and said when that party got up, we could have their table and the table next to them, which was empty. MORE
The goal of learning in any workplace is to be, well, better. Better at serving customers. Better at increasing efficiency. Better at employee development. Better at staying ahead of the competition. MORE
You need to invest in digital channels in order to keep pace with the way your customers are communicating today. But, how do you justify the investment other than to say that you know that is what your customers prefer? MORE
Product Updates MORE
This week we feature an article by Valeriya Yordanova who writes about how customer support agents can deliver the fast and personal customer support that today’s customers demand. MORE
Over the past 15+ years of working for software companies of all sizes and serving many different markets, I’ve noticed a few constants. MORE
There is an interesting asymmetry in business. Despite teams of people dedicated to customer service and care, customers themselves do not care about our products, our services, or us. But surely this can’t be true! If customers didn’t care about. Customer Experience Drill bit Goals Objectives MORE
Customer Success Managers (CSMs) work hard to provide the best customer experience possible by prioritizing customer needs and helping them throughout the customer journey. They monitor the customer experience and their achievement of value. MORE
What if the return on your investment is even beyond what you were hoping? Focusing on your customers will result in increased loyalty, more positive word-of-mouth referrals, and higher spend from your best customers. MORE
Quality is the key pillar of excellence – one of the vital components enabling success in Customer Experience. Often, when we think about Quality, we instantly dive into something objective. Perhaps a physical product; objectives that are easy to measure; that we can standardize; and so on. . MORE
E-commerce printing company Digital Room had been using different vendors for voice, email and chat. MORE
Psychology has a lot of influence on customer behavior. When it comes to making decisions, we like to find ways to make them more manageable. Anchoring and Adjustment is a mental short cut or heuristic. We use to help evaluate numbers. Anchoring and Adjustment help us generate numbers. MORE
MaritzCX
DECEMBER 5, 2019
No Longer Your Dad’s Work Environment Today’s workforce is more diverse than ever. Multiple generations often work together side-by-side.
NICE inContact
DECEMBER 5, 2019
Agents are the most critical resource in a contact center and yet the hardest to retain as evident with high attrition rates.
GetFeedback
DECEMBER 2, 2019
What if the return on your investment is even beyond what you were hoping? Focusing on your customers will result in increased loyalty, more positive word-of-mouth referrals, and higher spend from your best customers.
ijgolding
DECEMBER 4, 2019
Quality is the key pillar of excellence – one of the vital components enabling success in Customer Experience. Often, when we think about Quality, we instantly dive into something objective. Perhaps a physical product; objectives that are easy to measure; that we can standardize; and so on. .
Advertisement
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.
Experience Investigators by 360Connext
DECEMBER 3, 2019
The goal of learning in any workplace is to be, well, better. Better at serving customers. Better at increasing efficiency. Better at employee development. Better at staying ahead of the competition.
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Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
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Vision Critical
DECEMBER 3, 2019
Over the past 15+ years of working for software companies of all sizes and serving many different markets, I’ve noticed a few constants.
NICE inContact
DECEMBER 4, 2019
E-commerce printing company Digital Room had been using different vendors for voice, email and chat.
Kristina Evey
DECEMBER 3, 2019
It should old news to you by now that focusing on Customer Experience(CX) drives sales and customer loyalty. What stymies … Read More Self-Auditing Your Company’s Customer Experience for Value Opportunities Pays Off. The post Self-Auditing Your Company’s Customer Experience for Value Opportunities Pays Off appeared first on Kristina Evey. Customer Experience Management Leadership Perceived Value Perception
Lumoa
DECEMBER 3, 2019
The customer journey map is a visual representation of the customer journey. Customer journey mapping is a way to overview the customer journey that helps you to manage the customer experience. Feed generated with FetchRSS
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.
TechSee
DECEMBER 3, 2019
Agent: Hello, thank you for calling Longbow Telecom. How may I help you today? Customer: I think I need to reset my router but I can’t work out how. Agent: One moment please, while I access that information. Agent: Thank you for holding. I’m pulling it up for you right now.
Wired and Dangerous
DECEMBER 2, 2019
We live our lives on promises. From the time a child can grasp the concept of “cross my heart and hope to die,” there is a forever realization that anxiety can only be reduced through proof of trust while waiting for a promise to be kept.
NICE inContact
DECEMBER 3, 2019
You need to invest in digital channels in order to keep pace with the way your customers are communicating today. But, how do you justify the investment other than to say that you know that is what your customers prefer?
Retently
DECEMBER 4, 2019
Detractors are kind of a “taboo” topic in the business world – nobody really likes talking or thinking about upset customers.
Advertisement
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.
Customers That Stick
DECEMBER 3, 2019
It is an amazing time to be a customer experience expert and a fascinating time to look back at the immense changes to both the idea and practice of customer experience that the last decade has brought.
ShepHyken
DECEMBER 6, 2019
This week we feature an article by Valeriya Yordanova who writes about how customer support agents can deliver the fast and personal customer support that today’s customers demand.
NICE inContact
DECEMBER 2, 2019
Optimization is one of those buzzy words that gets thrown around a lot in the contact center industry. According to the all-knowing Merriam-Webster, optimization is the “act, process, or methodology of making something as fully perfect, functional, or effective as possible.”
Advertisement
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.
Totango
DECEMBER 5, 2019
Your business is successful because you deliver value to customers. Their growth supports your growth, and advocating for them with help you both be successful. Customer advocacy is the art of learning what customers need and working to help them gain the value that is in their best interest.
Astea
DECEMBER 3, 2019
Download the Astea-authored whitepaper to see how IoT is Driving Field Service Transformation. The expectations and demands of today’s customers continue to increase rapidly. They expect improved uptime, better first-time fix rates, and faster response times.
ShepHyken
DECEMBER 4, 2019
The other day I went out to breakfast with some friends. There were eight of us, so we needed two tables pushed together. The restaurant was crowded. The hostess pointed to a table and said when that party got up, we could have their table and the table next to them, which was empty.
ReviewTrackers
DECEMBER 3, 2019
Research
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.
iPerceptions
DECEMBER 3, 2019
Customer Experience (CX) can make or break a brand. With 2020 upon us, brands must stay on top of all the latest CX innovations, gleaning opportunities, and cautionary tales to ensure their CX program prospers over the next decade.
Totango
DECEMBER 3, 2019
Customer Success Managers (CSMs) work hard to provide the best customer experience possible by prioritizing customer needs and helping them throughout the customer journey. They monitor the customer experience and their achievement of value.
Andrew Mcfarland
DECEMBER 3, 2019
There is an interesting asymmetry in business. Despite teams of people dedicated to customer service and care, customers themselves do not care about our products, our services, or us. But surely this can’t be true! If customers didn’t care about. Customer Experience Drill bit Goals Objectives
ShepHyken
DECEMBER 3, 2019
Elevate the Employee (and Customer) Experience. Making a Lasting Impact on the People That Power Your Business. Shep Hyken interviews Robert Glazer.
Advertisement
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.
Beyond Philosophy
DECEMBER 6, 2019
Psychology has a lot of influence on customer behavior. When it comes to making decisions, we like to find ways to make them more manageable. Anchoring and Adjustment is a mental short cut or heuristic. We use to help evaluate numbers. Anchoring and Adjustment help us generate numbers.
Topdown
DECEMBER 2, 2019
If customer communication management , or CCM, is the buzzword you’ve been hearing around the office, there’s a reason for all the hype. CCM software is something that businesses of all sizes would do well to adopt. Customer Experience Customer Communications Personalization
CSM Magazine
DECEMBER 6, 2019
A resume is an introduction of yourself to your potential employer and summarizes your experiences, skills and accomplishments among other things. For this reason, your resume needs to well thought out and written to make it stand out and give your potential employer the necessary information.
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