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It is a new age for the consumer. With the ability to post online via social networks, review sites, or blogs, consumers are taking over control of brand reputations. MORE
Avtex, a TTEC Digital company, announced today the hiring of Brian Lannan as Vice President of Retail Experience. MORE
Did you know that, in large contact centers, as many as 30% of all calls can have voice quality issues? And that figure was from a study before COVID-19 and the fast, forced mass transition of agents moving to at-home operations that happened as a result. MORE
Winning Customer Trust through Omnichannel Communication. Utilizing Omnichannel Communication to Connect with Customers. Shep Hyken interviews Steve Bederman, President and CEO of NobelBiz , a Contact Center Technology Company. MORE
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. MORE
Each week I read many 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. MORE
By now, contact center leaders are well aware of the impact great CX has on customer loyalty. Providing satisfying customer service experiences can build strong relationships that lead to lower churn and can turn happy customers into brand advocates. MORE
Many want to draw strict boundaries around customer experience and customer success, but I find it much more satisfying to live inside the spectrum rather than at the edges. I see customer experience and customer success as flavors inside the same ice cream parlor of treating the customer well. MORE
You might not realize it but the failure of the European Super League in soccer, the pros and cons of vaccine passports, and a brand that took a political stand and paid the price for it all have something in common. MORE
I recently spoke at The Customer Experience Conference and was able to share with the audience my thoughts on how the past 15 months has completely changed the way consumers interact with brands. Bots and Automation Intelligent Automation Customer Experience MORE
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.”. MORE
What’s the most overlooked but effective way to become a patient-centric healthcare organization? Prioritizing the voice of the employee (VOE). Healthcare MORE
130 A former colleague recently sought out some advice about a relationship she had with a customer. I provided some ideas to think through how much she should invest in that relationship. This piece sets a framework to “codify” that advice. MORE
In this blog series, we discuss different Totango integrations that help to harness the powers of all of your technology platforms into one dynamic system. MORE
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. MORE
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. . MORE
An engaged workforce is the key to a better customer experience (CX). When you have highly engaged employees behind your business, research shows you’ll outperform the competition by nearly 150%. Plus, you’ll likely see 10% higher customer satisfaction metrics. MORE
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. MORE
Learn how to provide customers with a great ecommerce experience and discover ways to optimize your website. Guides MORE
As regular readers have probably noticed, I’ve been referencing the massive research project we undertook last year often in recent blog posts, especially while sharing learnings. MORE
Everybody has angry customers. Some customers are angry because they have a complaint. Some are just having a bad day. Whatever the reason, you must know how to handle angry customers. MORE
Why hire legal research ? Legal research is both a skill and a tool. It combines the study of legal knowledge, logic, and communications in order to develop the mind of an adept legal researcher. MORE
As we slowly emerge into recovery, the post-pandemic world looks very different and we’re seeing it with new eyes. Our social lives have shifted, our work environments have changed, and how we spend our money is also quite different. MORE
“The best way to learn if you can trust somebody is to trust them.”. Ernest Hemingway. Companies that practice what I call “ leadership bravery ” are choosing to reverse the trend on business practices that have defined their industries. MORE
Alida
JUNE 14, 2021
An engaged workforce is the key to a better customer experience (CX). When you have highly engaged employees behind your business, research shows you’ll outperform the competition by nearly 150%. Plus, you’ll likely see 10% higher customer satisfaction metrics.
GetFeedback
JUNE 13, 2021
Learn how to provide customers with a great ecommerce experience and discover ways to optimize your website. Guides
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NICE inContact
JUNE 9, 2021
By now, contact center leaders are well aware of the impact great CX has on customer loyalty. Providing satisfying customer service experiences can build strong relationships that lead to lower churn and can turn happy customers into brand advocates.
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.
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According to one of the best English etymological dictionaries available, the word "hacker", with the sense of evil/good and brilliant computer programmer, was born in the halls of MIT. This fact alone reminds us that culture and words begin in actual places. At that time, to hack code, or hack out code, had a negative connotation. Where did this come from? Read this eBook to learn how the word "hacker" has evolved.
Customer Bliss
JUNE 9, 2021
“The best way to learn if you can trust somebody is to trust them.”. Ernest Hemingway. Companies that practice what I call “ leadership bravery ” are choosing to reverse the trend on business practices that have defined their industries.
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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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. .
Heart of the Customer
JUNE 13, 2021
As regular readers have probably noticed, I’ve been referencing the massive research project we undertook last year often in recent blog posts, especially while sharing learnings.
Hyken
JUNE 15, 2021
Winning Customer Trust through Omnichannel Communication. Utilizing Omnichannel Communication to Connect with Customers. Shep Hyken interviews Steve Bederman, President and CEO of NobelBiz , a Contact Center Technology Company.
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). Healthcare
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!
Cyara
JUNE 11, 2021
Did you know that, in large contact centers, as many as 30% of all calls can have voice quality issues? And that figure was from a study before COVID-19 and the fast, forced mass transition of agents moving to at-home operations that happened as a result.
Andrew Mcfarland
JUNE 13, 2021
A former colleague recently sought out some advice about a relationship she had with a customer. I provided some ideas to think through how much she should invest in that relationship. This piece sets a framework to “codify” that advice.
Help Scout
JUNE 15, 2021
Many want to draw strict boundaries around customer experience and customer success, but I find it much more satisfying to live inside the spectrum rather than at the edges. I see customer experience and customer success as flavors inside the same ice cream parlor of treating the customer well.
Hyken
JUNE 14, 2021
Each week I read many 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.
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.
Conversocial
JUNE 15, 2021
I recently spoke at The Customer Experience Conference and was able to share with the audience my thoughts on how the past 15 months has completely changed the way consumers interact with brands. Bots and Automation Intelligent Automation Customer Experience
Totango
JUNE 11, 2021
In this blog series, we discuss different Totango integrations that help to harness the powers of all of your technology platforms into one dynamic system.
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.
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!
Hyken
JUNE 9, 2021
Everybody has angry customers. Some customers are angry because they have a complaint. Some are just having a bad day. Whatever the reason, you must know how to handle angry customers.
ReviewTrackers
JUNE 10, 2021
ReviewTrackers
Beyond Philosophy
JUNE 12, 2021
You might not realize it but the failure of the European Super League in soccer, the pros and cons of vaccine passports, and a brand that took a political stand and paid the price for it all have something in common.
BlueOcean
JUNE 10, 2021
As we slowly emerge into recovery, the post-pandemic world looks very different and we’re seeing it with new eyes. Our social lives have shifted, our work environments have changed, and how we spend our money is also quite different.
Speaker: Panel hosted by Adrian Speyer, Head of Community, Vanilla Forums
Are you struggling to support your global community? Or, are you not even sure where you should start. Establishing a global support community comes with many many questions. How do you encourage your customers to help others? What are the key metrics to measure? What are the biggest challenges? Our super panel consists of community leaders from around the world, each of whom, have experienced and overcome the challenges of a global support community. They are ready to share the trials and triumphs, and everything in between, on the road to a successful community.
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.
Magellan Solutions
JUNE 15, 2021
Why hire legal research ? Legal research is both a skill and a tool. It combines the study of legal knowledge, logic, and communications in order to develop the mind of an adept legal researcher.
Vanilla Forums
JUNE 15, 2021
It is a new age for the consumer. With the ability to post online via social networks, review sites, or blogs, consumers are taking over control of brand reputations.
CSM Magazine
JUNE 15, 2021
Avtex, a TTEC Digital company, announced today the hiring of Brian Lannan as Vice President of Retail Experience.
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Two-way engagement means creating opportunities for conversation. Go beyond the obvious step of responding to complaints and comments; your customers want and deserve more than that. Implement these four tips to boost your two-way engagement.
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