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Is your team all over the place? Literally? With more remote workers and hybrid workers than ever before, automation can help you keep things sorted. That’s why for many companies, finding the top HRMS software has become a priority. MORE
What could you accomplish if someone waved a magic wand and granted you an extra 56 hours to devote to your business? Sign up new customers, get more revenue or take that vacation to Hawaii you have been dreaming of. MORE
As I like to say, "life is made up of experiences." And we get to design them! What awesome and important work this is. We asked our CX Accelerator leaders to let us know an experience they were thankful for this year. One thing is clear from the responses.we love building strong relationships! MORE
Whether you’re not using a customer success platform yet or you’re using an aging CS tool, there comes a time when you need to upgrade CS software. How do you tell when it’s time to ditch your current system and invest in a CS upgrade? MORE
Customer Success Capacity Planning and Budget Guide. As a Customer Success leader, do you get anxious at the thought of asking your CFO or CEO for additional headcount? Have you ever been in a position where you’ve had to beg to hire more resources? MORE
One of our listeners, Jeanne-Claude, has a problem. He sells a complex product and despite the fact that they have the best one in the industry, the competition is outselling them. I can relate. I sold a complicated product when I was in corporate life, and it was always a highly competitive field. MORE
When customer service is managed internally, most businesses only have agents available during opening hours and that can be a huge problem when it comes to ensuring customers are satisfied. MORE
Understanding how and when to deviate from the recipe you started with is how you develop your own style and grow your career as a customer service professional. Read the full article MORE
Communicating "thank you" isn't overrated. It's simple, yet people don't express it enough. Apply 5 simple tactics to show customers you care. The post 5 Easy Ways To Show Customers They Matter appeared first on Doing CX Right. Retention & Loyalty customer satisfaction gratitude loyalty MORE
To what extent will a company go to try to get customer feedback ? Is it a simple email request? Is it an incentive to fill out a survey? And, if there is an incentive, can that skew the results? . One of our faithful subscribers sent in a question. MORE
B2C customer service differs greatly from its B2B counterpart, and many strategies need to shift to do it well. Follow these 7 tips to excel. Read the full article MORE
The partnership between Uniphore and Tech Mahindra combines Uniphore’s AI and automation-driven technology with Tech Mahindra’s service expertise. MORE
Customer behaviour prediction—including customer churn prediction—is at the top of our clients’ agenda—and for good reason. Who doesn’t want to be able to predict the future for their customers, employees, and business? What Is Predictive Modelling? MORE
87% of senior business leaders see customer experience as their top growth engine, and yet only one in three feel prepared to address this. Although this level of uncertainty is worrisome, the first step towards improving customer experience (CX) is far simpler than many realize. MORE
Several studies show that satisfied patients who receive appropriate counseling, treatment instructions, comprehensive care, and an overall satisfactory experience, often respond positively to the treatment and experience better clinical outcomes. MORE
Some of you may know that I suffered a stroke in April. Ever since then, I have been sidelined with extensive recuperation and excruciating rehabilitation. In the United States this week we celebrate Thanksgiving. MORE
Role: Customer Success Director- Remote- US Location: Remote, New York, United States Organization: Foodsmart As a Customer Success Director, you will ultimately be responsible for nurturing and growing the relationships with the health plan and employer customers and ensuring their long-term viability. MORE
Best New Customer Experience and Design Books – 2021 List best employee experience and design books. The post Best New Customer Experience and Design Books – 2021 List appeared first on Eglobalis. MORE
One of our podcast listeners, Jeanne-Claude, wrote about a problem he was having for a recent episode. I am writing about it here today because it is likely a problem some of you share. MORE
I am happy to announce that I am getting my first electric guitar. Many of you know that also means I am buying my first amplifier, too. MORE
Contact centers that embrace a strategic focus on the customer experience (CX) will follow a different evolution path than those who stay the course with a conventional approach to customer service. MORE
A recent Time article suggested that rudeness has increased as part of the pandemic, particularly towards those in customer service roles. If this is true, what steps should we take? I’m not going to debate whether customers are in fact. MORE
Nowadays, more and more people are capturing and sharing their everyday lives through a combination of pictures, short videos, and even full-length vlogs (video blogs). Not to mention the increased usage of Zoom during the pandemic. MORE
Black Friday is right around the corner and you know what that means. Shopping, shopping, and more shopping! But not just any kind of shopping. MORE
CX Accelerator
NOVEMBER 26, 2021
As I like to say, "life is made up of experiences." And we get to design them! What awesome and important work this is. We asked our CX Accelerator leaders to let us know an experience they were thankful for this year. One thing is clear from the responses.we love building strong relationships!
InMoment XI
NOVEMBER 23, 2021
Black Friday is right around the corner and you know what that means. Shopping, shopping, and more shopping! But not just any kind of shopping.
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Alida
NOVEMBER 23, 2021
Nowadays, more and more people are capturing and sharing their everyday lives through a combination of pictures, short videos, and even full-length vlogs (video blogs). Not to mention the increased usage of Zoom during the pandemic.
Comm100
NOVEMBER 23, 2021
87% of senior business leaders see customer experience as their top growth engine, and yet only one in three feel prepared to address this. Although this level of uncertainty is worrisome, the first step towards improving customer experience (CX) is far simpler than many realize.
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Customer feedback is essential if you want your business to thrive – it will give you the direction to improve. Discover best practices, how to formulate a great survey, and the best customer experience survey questions to ask, all with examples!
Uniphore
NOVEMBER 23, 2021
The partnership between Uniphore and Tech Mahindra combines Uniphore’s AI and automation-driven technology with Tech Mahindra’s service expertise.
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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Beyond Philosophy
NOVEMBER 27, 2021
I am happy to announce that I am getting my first electric guitar. Many of you know that also means I am buying my first amplifier, too.
Totango
NOVEMBER 23, 2021
Whether you’re not using a customer success platform yet or you’re using an aging CS tool, there comes a time when you need to upgrade CS software. How do you tell when it’s time to ditch your current system and invest in a CS upgrade?
Help Scout
NOVEMBER 22, 2021
B2C customer service differs greatly from its B2B counterpart, and many strategies need to shift to do it well. Follow these 7 tips to excel. Read the full article
Kapta
NOVEMBER 22, 2021
Creating a long-term plan for every client in your company's book of business isn't just a valuable habit for growing revenue and building a stronger relationship.
Speaker: Dave Seaton CCXP, Founder & Principal at Seaton CX
Practicing empathy is a foundation of good customer service and improves customer satisfaction. How do contact center leaders assess, manage, and coach agents to show empathy? Take away exercises and job aids to improve empathy skills starting today.
Upstream Works
NOVEMBER 24, 2021
Contact centers that embrace a strategic focus on the customer experience (CX) will follow a different evolution path than those who stay the course with a conventional approach to customer service.
Beyond Philosophy
NOVEMBER 25, 2021
One of our podcast listeners, Jeanne-Claude, wrote about a problem he was having for a recent episode. I am writing about it here today because it is likely a problem some of you share.
eglobalis
NOVEMBER 22, 2021
Best New Customer Experience and Design Books – 2021 List best employee experience and design books. The post Best New Customer Experience and Design Books – 2021 List appeared first on Eglobalis.
Bill Quiseng
NOVEMBER 23, 2021
Some of you may know that I suffered a stroke in April. Ever since then, I have been sidelined with extensive recuperation and excruciating rehabilitation. In the United States this week we celebrate Thanksgiving.
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With the growth of hybrid work models and work from home, one thing is more important than ever: integration. But, how are companies leveraging it - both technically and operationally? In this whitepaper, you’ll get in-depth insight into how companies are utilizing integrated platforms in their day-to-day operations, and which success metrics they are measuring. Download your copy now to discover how companies are future-proofing their contact centers as they adapt to remote and hybrid workforces.
Zonka Feedback
NOVEMBER 23, 2021
Several studies show that satisfied patients who receive appropriate counseling, treatment instructions, comprehensive care, and an overall satisfactory experience, often respond positively to the treatment and experience better clinical outcomes.
BirdEye
NOVEMBER 23, 2021
What could you accomplish if someone waved a magic wand and granted you an extra 56 hours to devote to your business? Sign up new customers, get more revenue or take that vacation to Hawaii you have been dreaming of.
Beyond Philosophy
NOVEMBER 20, 2021
One of our listeners, Jeanne-Claude, has a problem. He sells a complex product and despite the fact that they have the best one in the industry, the competition is outselling them. I can relate. I sold a complicated product when I was in corporate life, and it was always a highly competitive field.
ChurnZero
NOVEMBER 22, 2021
Customer Success Capacity Planning and Budget Guide. As a Customer Success leader, do you get anxious at the thought of asking your CFO or CEO for additional headcount? Have you ever been in a position where you’ve had to beg to hire more resources?
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In this e-book, you’ll discover the origins of CX, the evolution into an actionable tool for customer feedback, and where the future of CX is moving towards.
Bill Quiseng
NOVEMBER 22, 2021
Customer Service
Advantage Communications
NOVEMBER 25, 2021
When customer service is managed internally, most businesses only have agents available during opening hours and that can be a huge problem when it comes to ensuring customers are satisfied.
Help Scout
NOVEMBER 23, 2021
Understanding how and when to deviate from the recipe you started with is how you develop your own style and grow your career as a customer service professional. Read the full article
Shep Hyken
NOVEMBER 24, 2021
To what extent will a company go to try to get customer feedback ? Is it a simple email request? Is it an incentive to fill out a survey? And, if there is an incentive, can that skew the results? . One of our faithful subscribers sent in a question.
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Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!
Andrew Mcfarland
NOVEMBER 21, 2021
A recent Time article suggested that rudeness has increased as part of the pandemic, particularly towards those in customer service roles. If this is true, what steps should we take? I’m not going to debate whether customers are in fact.
SmartKarrot
NOVEMBER 25, 2021
Role: Customer Success Director- Remote- US Location: Remote, New York, United States Organization: Foodsmart As a Customer Success Director, you will ultimately be responsible for nurturing and growing the relationships with the health plan and employer customers and ensuring their long-term viability.
Doing CX Right
NOVEMBER 26, 2021
Communicating "thank you" isn't overrated. It's simple, yet people don't express it enough. Apply 5 simple tactics to show customers you care. The post 5 Easy Ways To Show Customers They Matter appeared first on Doing CX Right. Retention & Loyalty customer satisfaction gratitude loyalty
SurveySparrow
NOVEMBER 26, 2021
Is your team all over the place? Literally? With more remote workers and hybrid workers than ever before, automation can help you keep things sorted. That’s why for many companies, finding the top HRMS software has become a priority.
Advertisement
You know it’s important to optimize your customer journey, but you’re not sure which part of that journey to focus on. Customer interactions across multiple touchpoints mean it can be tricky to isolate a specific part that’s going to deliver the best results for you - and your customers. Creating a strong customer experience is now one of the most important priorities businesses focus on. Don’t be left behind. Time to take a customer first approach & start looking at strategies you can implement to optimize your customer journey. Download the guide today!
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