Experience Investigators by 360Connext
NOVEMBER 10, 2020
We’re headed into the final weeks of one of the strangest years: A global pandemic shifted how we worked, socialized, interacted and communicated. There were real struggles and challenges for businesses and their customers, too. Customer experience leaders had to adapt to this changing world, too. – Tabitha Dunn.
TechSee
DECEMBER 31, 2019
Companies now know that customer experience is the key competitive differentiator. Their customers are more likely to make repeat purchases, to try additional products or services, and to recommend the brand to family and friends. To help you plan, we’ve highlighted nine of the biggest customer service trends for 2020.
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Experience Investigators by 360Connext
JANUARY 2, 2020
2020 – a year of vision ! To start your year off right, here are 20 commitments to make on behalf of your customers and your organization. 20 Customer Experience Commitments for 2020. Advocate for your customers. Complacency kills great customer experiences. Invite customers into the process.
Eptica
SEPTEMBER 23, 2020
Date: Wednesday, September 23, 2020 Author: Guest author: Martin Hill-Wilson Guest Post: Emotive CX for Customer Interaction. Published on: September 23, 2020. In our lat est guest blog CX expert, Martin Hill-Wilson, explains the vital importance of emotion within customer experience. Share this page on: Tweet.
Speaker: Laura Sikorski, Contact Center Consultant
Your Contact Center today is truly an Interactive Engagement Center and the most customer-focused area in your organization. Your company is judged on how your staff relates to your customers on all channels. How do you go beyond reports to measure your customer satisfaction and business profitability?
NICE inContact
NOVEMBER 13, 2020
The annual Consumer Wave of the NICE inContact Customer Experience (CX) Transformation Benchmark Study dove deep into how the pandemic has shaped the way customers are interacting with contact centers.
Interactions
JANUARY 26, 2023
The telephone is still a popular customer service and support channel, but unstructured voice communications present security risks and compliance challenges, particularly in a work-from-home (WFH) environment. To learn more about how Interactions Trustera keeps sensitive customer data safe, check out our webinar.
Speaker: Bryan Horn, Founder, CS Solutions
If you've ever called a bank, cable company, or organization that thinks it's "too big to fail", you've probably run the customer service gauntlet: you start off with a seemingly simple request, and you call the customer service line. Examples of both HORRIBLE and FANTASTIC customer interactions.
Speaker: Jim Rembach, Editor in Chief, CX Global Media
Most contact center leaders view the touchpoint from agent to customer as the most important. With turnover increasing and employee engagement plummeting, focusing on this touchpoint is vital for employees to interact with customers in a more efficient and emotionally intelligent way.
Speaker: Brian Morin, CMO & Phillip Fisher, CX Consultant at SmartAction
2020 was the year that customer call centers and customer experience were pushed to their limit. With the influx of calls replacing in-person interactions, it is up to our virtual agents to not only evolve to the new demands but also to help alleviate the current stressors on live agents. Where to start?
Speaker: Brian Morin, CMO, Mark Landry, VP Product, Marilyn Cassedy, Director of Customer Success, SmartAction
Having a keen awareness of where or how AI fits in your contact center for a great CX and ROI begins with understanding how to broadly classify your interactions. Join Brian Morin, Mark Landry, and Marilyn Cassedy of SmartAction, and learn how to streamline your customer service. Real-world examples from 6 leading companies.
Speaker: Brian Morin, CMO, SmartAction & Aarde Cosseboom, Director of GMS Technology and Product, TechStyle Fashion Group
Join this webinar with TechStyle Fashion Group, who recession-proofed their contact center with personalized and frictionless experiences to customers who prefer self-service. In this webinar, Brian and Aarde will: Identify telephony interactions and volumes that meet thresholds for change. Sketch a back-of-the-napkin ROI in minutes.
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