Sat.Feb 09, 2019 - Fri.Feb 15, 2019

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Introducing Forrester’s Guide To Employee Experience Technology

Forrester's Customer Insights

Employee experience (EX) is top of mind for today’s companies. ” investments in EX yield both tangible and intangible business results such as reduced recruiting costs, lower attrition, higher employee work performance, and increased discretionary effort. As we detailed in our report “Why EX?

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Amazing Business Radio Jon Ferrara

ShepHyken

In Shep’s Opening Monologue… He considers the balance between the digital and the human experience in customer service. The Interview with Jon Ferrara: Jon Ferrara created GoldMine, the pioneer CRM program, by synthesizing existing technologies at the time. How does the customer experience start from the inside out?

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The Route to Fully Autonomous AI Self Service Starts at your Contact Center

TechSee

Human-AI interaction, for years held up as the final frontier, is now giving way to autonomous AI-powered customer self service becoming a part of our daily experience. During this time, autonomous vehicle technology has advanced incrementally. The technology behind this process is deep learning, the most advanced form of AI.

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[Report] Are Chat Bots the Future of Service?

Alliance by IFS

Repeated execution of these tasks leaves minimal to no room for error, leading o higher return on investment and causing more companies to implement bots into their customer experience mix. But what other benefits do companies achieve from adopting these digital employees? Higher Customer Satisfaction. Chat bot users achieve 2.4

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How Great Organizations Empower Customer Experience Teams

Speaker: Conference Speakers

Today’s teams need to operate cohesively like never before, managing the pace of both technological change and customer needs and demands. See inside the operations of top performing customer experience teams, and improve your organization’s CX outcomes. Customer Data Management for Employee Empowerment & Intelligent Experiences.

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Is Your Contact Center Training Missing These Things?

Integrity Solutions

The past few years have seen a dramatic increase in investments in AI, data analysis and other technologies designed to increase contact center efficiency. But in spite of all the technology that’s now available, the #1 factor contributing to whether or not your contact center achieves its objectives hasn’t changed.

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Guest Blog: 5 Ways Your POS Will Empower Your Staff

ShepHyken

This week we feature an article by Heather Hamilton who shares why investing in a point of sale (POS) system can empower your staff and improve the employee experience. – Shep Hyken. Your staff can deliver a more personalized experience when they have more information about who they’re serving.

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How Empathy, Creativity and Compassion Drive Results

Speaker: Rhonda Basler, Director of Customer Engagement, Hallmark Business Connections

You don’t need the latest, greatest CRM technology or data visualization tools. Using your innate empathy and applying that to your marketing and customer experience through emotional intelligence CAN be the game changer you’re looking for. 6 Ways to Make Your Employees More Human. 10 Ways to Humanize Your Brand.

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The New Tech Experience: Innovation, Optimization, and Collaboration

Speaker: Paul Weald, Contact Center Innovator

This means that you can achieve a more consistent and engaging customer experience while reducing sources of friction. Embrace automation, collaborate with new technology, and watch how you thrive! How you can leverage innovations in technology and machine learning to improve your customer experience and bottom line.

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Expert Insights: Your 2023 Guide to EX, CX, and Technology

Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc

2023 is around the corner and as exciting as this is, it's easy to get lost in the shuffle of EX, CX, and technology if you don’t have the right information and perspective. How to apply 2023 technology trends to your company's current demands. Employee/employer relationship insights to increase engagement.

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Digital Workplace Experience Conference: Resilience & Agility in Disruptive Times

Speaker: Conference Speakers

Acquire the strategies, tactics, and technologies to build and sustain a more resilient organization and maximize your workforce. The Role of IT, Intranets & the Digital Workplace in Employee Experience. Voice of the Employee and New Approaches for Mental Health, Balance, and Wellness. Lunch is on us for attendees.

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Why Do Your Contact Center Agents Keep Quitting?

Speaker: Helena Chen, Director of Product Marketing & Marilyn Cassedy, VP of Customer Success

To cope with the struggle of hiring and retaining agents, call center leaders are offering more pay, more employee perks, and more training. In this webinar, we’ll discuss the state of agent attrition and delve into reasons for employee burnout. How to harness conversational AI technology to improve the employee experience.

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8 Contact Center Trends to Watch in 2020

Over the last decade, many of the trend predictions for contact centers have revolved around AI, omnichannel technology, digital transformation, a growing focus on employee experience, and the evolution of analytics. What does 2020 look like for this industry?

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Drive Employee and Customer Satisfaction with SLAs

Speaker: John Goodman, Vice Chairman, CCMC, Customer Care Measurement & Consulting

Technology has elevated every aspect of the customer journey. Too often, CSRs use technology as a crutch rather than a tool, and it's starting to show--57% of customer rage results are technology-based. Join John Goodman, Vice Chairman of Customer Care Measurement and Consulting, author of Customer Experience 3.0,

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The Future of Contact Centers: What Technology Is Right for Your Customers?

Speaker: Laura Sikorski, Contact Center Consultant

Technology must provide reliable options for customers to reach you when they want and obtain the same great service regardless of the channel they choose. Your customers should have a positive customer experience with every interaction. ROI from technology improvements. November 5, 2019 9:00 AM PST, 12:00 PM EST, 5:00 PM GMT

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The Number One Factor in Your Contact Center’s Success

Speaker: Jim Rembach, President of Call Center Coach

Keeping up with constantly changing contact center technologies, economic issues, business issues, and personnel issues requires you to become skilled in a wide range of areas. You will also learn: The single most profound finding ever on employee engagement. The 6 biggest changes you must make for contact center success.

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The Health of the Contact Center: Are You Ready for 2019?

This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019. A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era.