Alida

JANUARY 26, 2021

ALIDA KICKS OFF 2021 BY STRENGTHENING OUR CXM & INSIGHTS PLATFORM. We are only a month into the new year, but we are firing on all cylinders.

130

130

NICE inContact

JANUARY 24, 2021

Globally, organisations experienced major business disruption over the course of 2020, and for contact centres, it was no different.

Contact Center 156

Contact Center Trends Course Industry 156

Kerry Bodine

JANUARY 23, 2021

Amazon tells me that I last purchased Tony Hsieh’s book Delivering Happiness on August 26, 2010. The timing was fortuitous.

Advertising 170

Advertising Retail Customer Centricity Culture 170

GetFeedback

JANUARY 21, 2021

Customer service speaker, author, and coach Dan Gingiss reads real customer feedback live and gives you advice on what to do about it. Webinars

Feedback 254

Feedback Customer Service Customers 254

Advertiser: Frontline Group

There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.

Engagement

Comm100

JANUARY 21, 2021

There are many digital customer service tools for small businesses to choose from, but there’s only one that stands out with real-time, accessible, and cost-effective support – and that’s live chat.

Software 130

Software Video Social Media Knowledge Base 130

GetFeedback

JANUARY 19, 2021

Simplifying CX YouTube series episode on building a robust CX technology stack. Videos

Technology 195

Technology Video 195

NICE inContact

JANUARY 21, 2021

Your customers are living their lives digitally, so meeting them where they live makes it easier for them to communicate with you. Connecting with customers on platforms that they use and are familiar with goes a long way to driving an exceptional customer experience.

Meeting 156

Meeting Connections Communication Customer Experience 156

ShepHyken

JANUARY 20, 2021

Little successes added together make for large success down the road. Small successes add up. To put it in baseball terms, you don’t need to hit a home run every time it’s your turn at bat.

Customer Experience 106

Customer Experience Customer Service Exercises Touchpoint 106

Steve DiGioia

JANUARY 21, 2021

Most people have a few go-to strategies that they follow during times of need. They’re comforted knowing they have a tried-and-true method that works for them and have tactics that have never let them down. I’m no different. Experience has shown us the way and we are better off because of it.

Tips 141

Tips Hospitality Training Industry 141

Advertisement

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

Customer Satisfaction

Heart of the Customer

JANUARY 20, 2021

After reviewing The Journey Mapping Playbook earlier this month, it struck me that one of the biggest misses in the book (outside of the flawed methodology) was its failure to touch on Moments of Truth.

Tips 89

Tips Interaction Customer Journeys Consumers 89

GetFeedback

JANUARY 19, 2021

Identify customer touchpoints, map out a complete customer journey, and optimize the customer experience. Guides

Touchpoint 195

Touchpoint Customer Journeys Customer Experience Customers 195

NICE inContact

JANUARY 20, 2021

Aside from the negative outcomes of the past year, there's one shining example of a positive consequence - the seismic shift towards a work from home model in the general workforce and more specifically among contact center agents and staff.

Strategy 156

Strategy Examples Contact Center Engagement 156

ShepHyken

JANUARY 25, 2021

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. “I I Wish the CEO Would Try and Open This F@#!*

Hospitality 88

Hospitality Loyalty Programs Hotels Loyalty 88

Advertiser: Skilljar

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

ROI

Brandwatch CX

JANUARY 26, 2021

Marketing

Management 69

Management Marketing 69

Wootric

JANUARY 21, 2021

You hear the term tossed around in most any meeting focused on customers: “What’s the NPS? How many Promoters do we have? How many Detractors?” You may be asking yourself “What is NPS and what should we be doing with it?” . Net Promoter Score (NPS) is a simple, powerful measure of customer loyalty.

NPS 74

NPS Net Promoter Score Survey Effort Score 74

Vanilla Forums

JANUARY 25, 2021

Today is #CMAD or Community Manager Appreciation Day. It takes place every 4th Monday of January, and is meant to recognize and celebrate the efforts of community managers. In fact, it dates back to 2010, when Jeremiah Owyang wrote this. Community

Management 64

Management 64

Inbenta

JANUARY 25, 2021

Any friction in a customer’s journey can make or break customers’ loyalty and have an impact on potential revenue. Luckily, technology keeps on adapting to help deliver tools that can make customer experience (CX) a truly seamless experience for companies and consumers.

Trends 63

Trends omnichannel Tools Data 63

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

Meeting

ShepHyken

JANUARY 26, 2021

The Reality of Offensive Customer Behavior. How to Protect Employees While Preserving the Customer Experience. Shep Hyken interviews Eric Williamson, Chief Marketing Officer of CallMiner. They discuss offensive customer behavior and how companies can help support their agents.

Customer Experience 66

Customer Experience Contact Center Interaction Loyalty 66

Uplight

JANUARY 25, 2021

Ever want to know what it’s like to work at Uplight? Hint: It’s never a dull moment. Watch the video to see us work with our kids, dogs, team dances, funny costumes, and more–at home and in the beautiful outdoors where we live.

Video 59

Video 59

ReviewTrackers

JANUARY 20, 2021

Research

Trends 69

Trends Management 69

Vanilla Forums

JANUARY 21, 2021

We learned so much about online community building in 2020 - probably far more than some ever intended to learn. Fortunately, many leaders have paved the path to better digital communities before 2020 and have imparted lessons to us through this transformative year. Community News

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73

Advertiser: ZoomInfo

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Sales

Andrew Mcfarland

JANUARY 24, 2021

Unfortunately, what customers say is sometimes very different from what they do. Customer Loyalty Champion Defector Hostage Liar NPS Renewal

NPS 62

NPS Loyalty Customers 62

ShepHyken

JANUARY 22, 2021

This week we feature an article from Tanya Bansal , Marketing Executive at Ameyo. Sh e shares best practices supervisors can use for monitoring call center agents in a work-from-home scenario.

Call Center 77

Call Center Contact Center Technology Marketing 77

Survicate

JANUARY 19, 2021

. . The post Top 10 Marketing Surveys and Marketing Survey Questions appeared first on Survicate. Best Practices

Survey 70

Survey Marketing 70

Bizagi

JANUARY 21, 2021

What is Low-Code Automation? Low-code automation is a means of automating business processes that requires little coding, making it easier for non-technical business users to get hands-on with automation projects and decreasing reliance on developers and software engineers.

Software 66

Software ROI Training Marketing 66

Speaker: Carrie Melissa Jones, Erica Kuhl and Holly Firestone

In 2021, many executives have started to view community structures as a new governance model for the entire organization rather than a stand-alone initiative. Join us on January 27th for a webinar exploring our 2021 Community Predictions eBook!

Government