Trending Articles

Webinar: Strategies to Navigate CX Demands for the Contact Center

Kerry Bodine

In 2020, many contact centers were forced into “do or die” changes in order to overcome the challenges brought on by the pandemic. However, these often heroic changes haven’t come without their consequences.

Top 20 Most Popular Customer Centricity Articles of 2020

C3Centricity

Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog in January and this year is no exception, despite covid’s extraordinary impact on businesses the world over. Many people were working from home this year, were you?

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Creating a Voice of the Customer Program: Don’t Miss These 5 Steps Before Starting

Experience Investigators by 360Connext

Voice of the Customer: An Overview. Businesses who do well with customer experience initiatives do so because they know exactly what their customers are feeling and experiencing. . No, the secret to success isn’t mind-reading. It’s a Voice of the Customer program (VoC).

5 Ways to Refresh Your Contact Center Agents' Mindset in the New Year

NICE inContact

Ringing in the new year provides an opportunity to create a fresh start for your agents and your contact center – even despite the stale circumstances.

Why Is Patient Engagement Important? | 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.

Customer loyalty survey questions

GetFeedback

20 essential customer loyalty survey questions and surveying best practices. Guides

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How to Use an Email Ticketing System to Boost Your Support Team’s Productivity

Comm100

Customer service departments are highly integrated and diverse teams that thrive on precision, productivity, and agility. With countless emails, queries, calls, messages, and social media mentions pouring-in from every direction; it becomes hard to not miss a single incoming query.

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The Future of Customer Experience – Virtual Course

Storyminers

The post The Future of Customer Experience – Virtual Course appeared first on StoryMiners. Presentations

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Intro to Insight Communities

Alida

Elevate your existing Voice of the Customer strategy with a customer insight community comprised of thousands of highly engaged customers and prospects. Best Practices

Master Customer Satisfaction Score (CSAT) in one month

GetFeedback

Become a CSAT expert with our comprehensive 4-week email course. Tools

How Call Lifecycle Details Help Increase Customer Satisfaction

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!

After UK Coronavirus Lockdown #3, Will Remote Contactless Customer Support be Here to Stay?

TechSee

With the number of new daily confirmed cases of COVID-19 in the UK exceeding 60,000, the country has officially entered its third national Coronavirus lockdown.

A 2021 Shopping Checklist for Free Live Chat

Comm100

It may sound contradictory, but shopping for free live chat is both easy and difficult. It’s easy because there are many free live chat solutions to choose from – a testament to the fact that live chat is the most popular emerging customer service channel.

You Ask, Mike Answers

Storyminers

2021 is already a year of big changes. That makes planning tough. Let’s make it easier. Click on the video and ask a question that’s important to you. Go ahead, just ask it. Our team will consider it and I’ll get back to you with an answer. No fluff, no sales. It’s that simple. Go ahead, ask.

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Digital Experimentation 7 Principles – That Impacts CX, Technology and Your Bottom-line

eglobalis

Digital Experimentation 7 Principles – That Impacts Customer Experience, Technology and Your Bottom-line. The post Digital Experimentation 7 Principles – That Impacts CX, Technology and Your Bottom-line appeared first on Eglobalis.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

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!

23 customer service tips to provide great experiences

GetFeedback

Top tips to provide better service that’ll benefit your business and your customers. Guides

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Channel Software Tech Stack 2021

Forrester Jay McBain

^CLICK IMAGE FOR FULL SCREEN^ The channel software stack comprises a group of technologies that help companies develop, design, and execute plans to find, recruit, onboard, develop, enable, incent, co-sell with, manage, measure, and report on partners.

How to Choose the Right Visual Assistance Platform for your Automotive Brand [Checklist]

TechSee

Visual Assistance is an emerging technology that allows automotive original equipment manufacturers (OEMs) to visually guide and collaborate with owners, dealers and team members.

An Empowerment Lesson From the Ritz-Carlton

ShepHyken

If you’ve been following my work, you know I’m a huge fan of the Ritz-Carlton. I was recently on a Zoom presentation with Horst Schulze , first president and co-founder of the Ritz-Carlton chain. When Horst speaks, I listen and take lots of notes.

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

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.

Make Your World Revolve Around The Customer – Tip #24

Steve DiGioia

Customers need to know that you have their best interests at heart. As business owners or managers, we get too bogged down with the day-to-day machinations of business and forget the ultimate goal; to satisfy our customer’s needs.

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Can You Utilize Anthropology to Better Understand Customers?

Wired and Dangerous

What would he see or think if you brought in Dr. Indiana Jones to help you better understand your customers? Or, better still, if Margaret Mead or Ruth Benedict was your customer anthropology coach? At the core, anthropology is the study of humanity.

Prodigal Son Gelsinger Returns As Intel CEO

Forrester Jay McBain

Early today, Intel announced CEO Bob Swan will be replaced by VMware CEO Pat Gelsinger. Facing stronger competitive challenges, Intel has struggled. As you can see, Intel’s stock (INTC) has languished while its peers grew exceptionally well. In the past 12 months, INTC stock lost 5.3%

How to Make an Awesome Game Trailer in 5 Easy Steps!

Vanilla Forums

Nothing builds excitement for a new indie game like a mind-blowing game trailer. If you create something that is truly kick-ass, no gaming journalists or YouTuber can avoid mentioning your name; if not for your own benefit, for theirs. So how do you do it?

The Best Sales Forecasting Models for Weathering Your Goals

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!

Guest Post: How to Effectively Monitor Customer Experience

ShepHyken

This week we feature an article from Thomas Fordham, Co-Founder and Chief Operating Officer at TAP London. H e shares different strategies to help your business monitor and measure customer satisfaction.

How to Create a Customer Experience Journey that will Produce Amazing Results

The DiJulius Group

5 Quick Tips to Help you Make Price Irrelevant 1) Feature Story How to Create your Customer Experience Cycle that will Produce Amazing Results By Dave Murray Nothing will have a bigger impact on elevating your customer service company-wide than developing your Customer Experience Cycle (CEC).

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ReviewTrackers Wins Built In’s Best Places to Work 2021 Award

ReviewTrackers

ReviewTrackers

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The New Change Management: Automated And Decentralized

Forrester Jay McBain

Change management has continued to be a hot topic on social media and customer inquiry. As a process symbolizing traditional IT service management and the ITIL framework, it’s under increasing pressure to modernize in response to Agile and DevOps trends.

Community: Executives, Take Note!

Speaker: Carrie Melissa Jones, Erica Kuhl and Holly Firestone

While organizations have been using communities for many years, it is only in the last few that executives have started to see the value that a community can offer. But now, in 2021, many executives have finally started to view community structures as a new governance model for the entire organization rather than a stand-alone initiative. Join us on January 27 at 12 PM ET for a webinar exploring Chapter 2 of our 2021 Community Predictions eBook.