NobelBiz
MAY 14, 2024
Contact centers have always been at the forefront of adopting technologies that can enhance the interaction between agents and customers. One of the most transformative technologies in recent years is conversational analytics. But what exactly is conversational analytics, and why is it becoming an indispensable tool in call centers? What Is Conversational Analytics?
InMoment XI
MAY 14, 2024
In the healthcare industry, your reputation is built on trust and credibility. And, in a time where opinions are formed in an instant and shared in a second, online reputation management has never been more important for healthcare organizations. What is Healthcare Reputation Management? Healthcare reputation management refers to the strategic process of monitoring, influencing, and maintaining the perceptions and opinions about a healthcare provider or organization within its target audience.
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ECXO
MAY 14, 2024
The Evolution of Business Relationships: Not B2B nor B2C, but H2H In the ever-evolving world of business, a new paradigm is emerging that transcends traditional models and approaches to commerce, which I am a big defender of. Gone are the days when businesses primarily categorized their operations as Business-to-Business (B2B) or Business-to-Consumer (B2C).
IntouchInsight
MAY 14, 2024
When it comes to quick-serve restaurants (QSR), one thing is clear: customers crave speed, convenience, and good food. But with an overwhelming amount of information available to help restaurant operators please guests, how to know what really works?
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The AI era isn’t coming—it’s here. But over 70% of AI projects fail before they scale. Why? No strategy. No alignment. No ROI. We worked with a $50M company that wasted a year and half their budget chasing AI pilots with no payoff. Sound familiar? That’s where our four-step transformation system comes in: Assess, Strategize, Execute, Scale. We help you cut through the hype, find what actually moves the needle, and build a roadmap that delivers results.
Experience Investigators by 360Connext
MAY 14, 2024
Unlock the secret to ensuring your customer-facing employees are as invested in your customer experience vision as you are! As your trusted guide, Jeannie Walters is delving into the critical strategies you need to align your frontline team with the customer experience goals that your C-suite has already embraced. We’ll dissect the challenges, pinpoint the missteps, and celebrate the successes that come from elevating your brand ambassadors—those who have the power to make or break your cu
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
CX Network
MAY 14, 2024
Jeannie Walters explains five challenges that plague CX leaders and explains what you can do to overcome them
Integrity Solutions
MAY 14, 2024
For many in sales, negotiation is one of the most challenging aspects of the job. More often than not, these salespeople approach negotiation as a win-or-lose endurance game, a contentious battle that pits two opposing sides against each other. “Winning” means convincing the customer to accept your point of view—even if the outcome isn’t necessarily in the customer’s best interest.
The DiJulius Group
MAY 14, 2024
How to Woo Job Candidates Recently, I interviewed author Scott Greenberg on the Customer Service Revolution podcast episode 147. Scott shared a great example of how to woo potential job candidates during an interview process. One business owner reserves a parking spot right up front that says, “Welcome, Sherri.” Then, when the candidate walks inside, Read Full Article The post Learning What Frustrates Your Customers from Unexpected Sources/ Making Your Entry-Level Positions More Attractive / How
Zeisler Consulting
MAY 14, 2024
Your mom may have told you to always read the fine print. Or maybe it was a college professor or something along those lines. If you’ve ever interacted with an attorney of course you’re familiar with the admonition. By and large that’s always a great idea, even when working with a trusted and Customer-centric brand. After all, it’s important for both parties to understand what’s expected of the other, and it’s not necessarily a sign of mistrust to get certain things down on paper, just to be
Speaker: Brendan Sweeney, VP of Global Sales and David Phelan, Account Executive
In a world where buyers are more informed and objections are more nuanced, confidence isn't optional—it’s a competitive advantage. In high-stakes conversations, knowing how to handle pushback can make or break the deal. Join industry experts Brendan Sweeney and David Phelan for a behind-the-scenes look at how teams are transforming sales coaching with real-time feedback, objection-handling role plays, and pre-call preparation that actually sticks.
Helpware
MAY 14, 2024
Are you tired of juggling the demands of different IT projects and constantly trying to do more with less? You are not the only one. A Clutch study found that over 37% of small businesses currently outsource at least one business process, with IT services making the top of the list. This number grows even larger when we look at enterprises, about 90% of Fortune 500 companies outsourcing at least some portion of their IT needs.
Forrester's Customer Insights
MAY 14, 2024
Have you ever been part of a team where everyone seemed to guard their knowledge from other teams, like treasure, fearing that sharing might diminish their worth? Or perhaps you’ve witnessed an environment where the pursuit of individual success overshadows common goals?
Help Scout
MAY 14, 2024
Empathy is a core component of every good customer experience. Learn why it’s important and ways to infuse empathy into your customer service interactions.
CSM Magazine
MAY 14, 2024
Your work environment should be a professional place where you feel safe and enabled to perform to the best of your potential. When you experience any form of harassment or bullying in the workplace, it creates hostility. Both offences should be taken seriously. But is there a difference? In this article, we aim to help you identify and understand the difference between harassment and bullying in the workplace.
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IT teams are under pressure to do more with less. AI isn’t just hype—it’s already helping lean IT teams cut support volume by up to 60%, reduce cloud waste, and eliminate risk from their stack. In this executive playbook, you'll learn how mid-sized companies are deploying AI to automate tier-1 tickets, predict outages, optimize SaaS spend, and secure infrastructure without hiring a bigger team.
SurveySparrow
MAY 14, 2024
You have conducted the interview, gotten a good sense of their skills, and jotted down your comments. But now what? How do you let the candidate know? The answers are right here. There is no need to go anywhere else! In this article, we will look at the best interview feedback examples. Before that, we have a few things to clear. Hey, feel free to jump ahead to the examples right away. 30 Best Interview Feedback Examples For the rest of us… Off we go!
CSM Magazine
MAY 14, 2024
Avaya has unveiled a series of important enhancements to the Avaya Experience Platform (AXP), that further Avaya’s leadership in Enterprise CX as well as its commitment to delivering Innovation without Disruption. Avaya’s robust and comprehensive CX platform, trusted by large Enterprises globally, empowers customers to maintain their core capabilities while evolving through flexible innovation paths, including on-premises, private cloud, public cloud, or hybrid deployment models.
SurveySensum
MAY 14, 2024
Is your database the powerhouse of your business operations? It ought to be. With data at its core, a robust monitoring system is not just beneficial—it’s imperative. As systems grow in complexity, so does the need for features that not only track performance but also enhance reliability and inform strategic decisions. Database monitoring must go beyond basic functionalities.
CSM Magazine
MAY 14, 2024
Customer service often becomes the battleground where loyalty is won, and brands are differentiated. The saying “the customer is always right” has evolved into recognizing customer service as a crucial aspect of every business. Effective customer service training is a strategic imperative for businesses aiming to foster satisfaction, loyalty, and competitive advantage.
Speaker: Jason Cottrell and Gireesh Sahukar
Retailers know the clock is ticking–legacy SAP Commerce support ends in 2026. Legacy platforms are becoming a liability burdened by complexity, rigidity, and mounting operational costs. But modernization isn’t just about swapping out systems, it’s about preparing for a future shaped by real-time interactions, AI powered buying assistants, and flexible commerce architecture.
ClearAction
MAY 14, 2024
8 Keys to Better VoC Methodology Lynn Hunsaker VoC methodology is the starting point for buy-in and enthusiasm around customer insights. Do you want more executive support? Less pressure to show financial gains? Higher internal engagement in using customer insights for seamless journeys? In this Part 2 of 3 article series, we’re building on the 8 points explained in Better Measurement : 8 Voice of Customer Keys to CX ROI.
CSM Magazine
MAY 14, 2024
CommBox, the leader in AI and automated customer communications, is today launching its new partner programme, CommBox Connect. This programme opens CommBox’s market-leading technology to the broader customer service ecosystem, offering new revenue streams, faster time-to-value, and a more diversified client portfolio. This extension of CommBox’s AI and automation capabilities equips partners with an all-in-one solution to automate and digitise customer communications, an increasing
Optimove
MAY 14, 2024
Caitlin Clark mania swept the U.S. during March Madness and Optimove has the betting numbers to back it up, Analysis of betting activity by Optimove’s analytical and research arm, Optimove Insights, found that wagering increased 540% on average on games featuring the Iowa Hawkeyes standout. The post Betting spiked 540% during Caitlin Clark’s March Madness games appeared first on Optimove.
Forrester's Customer Insights
MAY 14, 2024
Last week I presented at my 10th, and final, Forrester B2B Summit North America. I say final not because the event is ending, but because I’m retiring from Forrester in June of this year.
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Every year, $75 billion is lost to bad customer service — and your business could be bleeding loyalty without realizing it. AI is rewriting the rules. Imagine instant answers, 24/7 self-service, faster resolutions, and skyrocketing satisfaction scores. Companies like Amazon are already cashing in, and the technology is easier than you think — plug, play, and profit.
Forrester's Customer Insights
MAY 14, 2024
As Forrester has reported, IoT devices are more exposed to cyberattacks, requiring security leaders to address the security vulnerabilities in this wide array of devices deployed across their organization. One area that many security professionals continue to overlook is the simple car, which to be honest is no longer so simple.
Forrester's Customer Insights
MAY 14, 2024
In many professions, education for a new employee’s role incorporates learning with doing. Educators must undergo a full semester of student teaching; surgeons develop by “watching, teaching, doing”; and aspiring electricians must deliver hundreds of hours as apprentices prior to licensure. Even most MLB stars spend years toiling in the minor leagues perfecting their skills.
Forrester's Customer Insights
MAY 14, 2024
Pour commencer votre parcours vers le high-performance IT, vous devez évaluer les besoins de votre entreprise, vos styles technologiques actuels et l'état de préparation de votre organisation à l'exécution. Commencez par découvrir les quatre étapes clés de l'évaluation de votre état de préparation à l'informatique de haute performance dans cet article.
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