InMoment XI

JANUARY 25, 2022

Employee engagement has become a hotter topic than ever in the age of The Great Resignation. Millions of employees are quitting their jobs and heading elsewhere, leaving countless organizations scrambling to retain their remaining talent and/or evaluate why their workforce is in such flux. If your org is in that boaHt right now, we can help you keep sailing with a look at three elements that create and sustain employee engagement: Organizational Culture Customer-Focused Processes Ambassadorial B

Employee Engagement 529

Employee Engagement Engagement Culture Employee Experience 529

Alida

JANUARY 25, 2022

2022 is here and we’re kicking off the year with some amazing new product innovations that will help you get closer to your customers than ever before. Our upcoming Winter ‘22 product release includes many new features and functionalities to the Alida TXM Platform. Some highlights include monitoring online reviews with Alida Social, better targeting customer segments with Alida Touchpoint, easily tracking and automating your insight efforts with AI-infused Text Analytics and Dashboards, and so m

Analytics 246

Analytics Touchpoint Innovation Customers 246

GetFeedback

JANUARY 25, 2022

CX trends and priorities to leverage to deliver results in the new era of customer experience.

Customer Experience 243

Customer Experience Trends Customers 243

IntouchInsight

JANUARY 25, 2022

The practice of mystery shopping can trace its roots back to research methods in the 1940’s designed to assess operational and behavioral performance. While the core principle of observing and assessing locations and people who are unaware remains just as relevant today, eighty years of advancement and innovation has had a significant impact.

Innovation 156

Innovation 156

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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

Customers

Uniphore

JANUARY 25, 2022

A blog post from Umesh Sachdev, CEO & Co-founder, Uniphore. Ah, 2022, a new year. Not so fast. After nearly two years of uncertainty and a rough start with Omicron in full swing, the collective attitude toward 2022 might best be described as “cautiously optimistic.” However, in artificial intelligence (AI), the feeling is anything but cautious. While the rest of the world was scrambling to course-correct in the wake of the global pandemic, AI was undergoing nothing short of a revolution.

Healthcare 130

Healthcare Video Banking Contact Center 130

ECXO

JANUARY 25, 2022

SHARE ARTICLE. Share on facebook. Share on twitter. Share on linkedin. Share on email. Share on whatsapp. Journey Orchestration (JO) in Practice II by Ray Gerber at Thunderhead. The European Customer Experience Organization (ECXO) invites you to Journey Orchestration (JO) in Practice II by Ray Gerber at Thunderhead. You are all welcome to the open-access webinar with 120 places available.

Customer Relationship Management 98

Customer Relationship Management Innovation Analytics Technology 98

Feedbackly

JANUARY 25, 2022

As a business owner, you might already be aware that customer emotions – be it indifference, joy, or dissatisfaction, have an impact on your.

Measurement 98

Measurement How To ROI Survey 98

ShepHyken

JANUARY 25, 2022

The Voice of the Customer. Using Feedback to Drive Change in the Customer Experience. Shep Hyken interviews Dave Carruthers, CEO at Voxpopme , a company that redefines the possibilities of video for market research and customer feedback. They discuss how CX practitioners can move away from just measuring customer feedback to driving real change in the customer’s experience.

Video 64

Video Feedback Survey Software 64

Centercode

JANUARY 25, 2022

Calculating user testing metrics? Avoid this common mistake and learn how to find the 3 metrics that matter most to showing your impact.

Metrics 64

Metrics How To 64

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Communication

Helen Dewdney

JANUARY 25, 2022

The Institute of Customer Service has released its annual UK Customer Satisfaction Index today, 25 January 2022 and reveals that complaints are up! The report comes out twice a year, this was my analysis of the figures in July last year. Improvements in complaint handling. The report this year reveals that consumers have experienced some significant improvements in complaint handling.

Poor Customer Service 58

Poor Customer Service Consumers Customers Report 58

Zonka Feedback

JANUARY 25, 2022

"There are hundreds of languages around the world, but a smile speaks them all." Although this quote is for a real person smiling, however, in today’s scenario, it fits well when we talk about using smileys and emojis digitally for various purposes, including business perspectives.

Feedback 52

Feedback Survey Management 52

Circular Edge

JANUARY 25, 2022

Release 22 What's New for Orchestrator. Tuesday, February 1, 2pm Eastern. With all of the exciting and significant updates to the JDE Orchestrator with Release 22, there has perhaps never been a better time for JDE customers to move forward with process automation to streamline business processes & efficiencies across the organization. Join this educational session on Tuesday, February 1 at 2pm Eastern to for an overview and demo of new & existing Orchestrator features.

Consulting 52

Consulting Customers 52

West Monroe

JANUARY 25, 2022

If the last two years have taught us anything, it’s that the best-laid plans often go astray. At this time last year, we were guarded yet hopeful about the trajectory of the manufacturing sector: After all, nearly 75% of manufacturers had regained confidence and expressed optimism about their company’s future. The national release of vaccines meant we were seeing light at the end of the pandemic’s tunnel—and with it, the possibility that the industry and broader economy w

Competitive Advantage 52

Competitive Advantage Leadership Technology Resources 52

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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,

Tips

Circular Edge

JANUARY 25, 2022

Release 22 What's New for Orchestrator. Tuesday, February 1, 2pm Eastern. With all of the exciting and significant updates to the JDE Orchestrator with Release 22, there has perhaps never been a better time for JDE customers to move forward with process automation to streamline business processes & efficiencies across the organization. Join this educational session on Tuesday, February 1 at 2pm Eastern to for an overview and demo of new & existing Orchestrator features.

Consulting 52

Consulting Customers 52

West Monroe

JANUARY 25, 2022

In 2022, the dialogue across financial services will be driven by the themes of rising interest rates, high inflation, and the need for growth in the face of continued digital disruption. It is also assumed that M&A will be a hot topic in 2022 as banks look for new growth opportunities and to increase the speed at which they can invest and scale their technology platforms.

Banking 52

Banking Financial Trends Multi-Channel 52

Education Services Group

JANUARY 25, 2022

For some, monetizing Customer Success may feel like a long way off. Others are but a hop, skip, and a jump away. If your organization is eyeing this lofty goal, there are some significant factors to take into account before you can start charging your customers for CS services. Because there is so much to consider, we count CS monetization and funding as one of the last capabilities to develop on the Customer Success Maturity Model.

Customer Success 52

Customer Success Net Promoter Score Customers Customer Journeys 52

Lithium

JANUARY 25, 2022

Lurker is a word that sounds sly or secretive at best. Consider how our perspective about non participatory online community members changes when we call them listeners, browsers, visitors, consumers, or learners. In this episode, we speak with Louise Branscomb ( ) , Senior Community Manager at Strava , about a positive rebrand for our online audiences who are in a thinking stage instead of a more obviously active one.

Resources 52

Resources Consumers Customer Engagement Engagement 52

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

Retail

CSM Magazine

JANUARY 25, 2022

Many assisted living facilities erroneously believe that good customer service just means having enough staff on hand to assist residents with everything, from getting them admitted into a facility to arranging transportation for them to a doctor’s office or hospital. Good customer service means much more. It also means delivering marketing promises made when admitting new residents.

Customer Service 52

Customer Service Transportation eBook Hospitality 52

Vanilla Forums

JANUARY 25, 2022

Did you know that in 2021 38 million people quit their jobs ? It’s being deemed “The Great Resignation.” Though there’s many reasons why people may be leaving their companies in droves, there’s an underlying message: loyalty is at an all time low.

Marketing 52

Marketing Loyalty Customers Company 52

CSM Magazine

JANUARY 25, 2022

Build an online store if you want a competitive economic advantage when starting an online business. You will be able to quickly increase your sales and grow your customer database with this business model. Figuring out how to do everything may not be easy, but the benefits of understanding online retailing will make it worth your time, money, and effort.

Ecommerce 52

Ecommerce Social Media Retail Policies 52

inSided

JANUARY 25, 2022

Last week, we kicked off our Burn the Churn customer health challenge with a nice warm-up, talking about the new standard for customer health and going back to basics with a refresher course on customer health scores. (Sign up to make sure you don’t miss any of the good stuff!).

Course 52

Course Customers 52

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Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.

Training

CSM Magazine

JANUARY 25, 2022

There’s an old saying out there that goes something along the lines of, “If you do a job you love, then you’ll never have to work a day in your life.”. While that may be somewhat of a stretch, especially in the scope of customer service jobs, there is more than a grain of truth to the adage. Despite your valued customers keeping even the best-trained agents on their toes, having the right attitude at work can make all the difference in a pleasant and upbeat employee and one who shows up with a c

Tips 52

Tips Customer Service Customers Loyalty 52

NobelBiz

JANUARY 25, 2022

According to current data, employee turnover has been on the rise. Recruiting, training, and replacing lost personnel are all part of the challenge employers face as they lose key employees. This phenomenon is particularly pronounced in the call center industry. In this sense, what can contact center leaders do to reduce the turnover rate? The post How To Reduce Contact Center Agent Turnover Rate?

Contact Center 52

Contact Center How To Call Center Training 52

CSM Magazine

JANUARY 25, 2022

If you’re a customer service professional, you know that customers are your lifeblood and livelihood. You likely also know about the traditional methods of gaining and retaining customers. Smart tactics in marketing, advertising, and social networking are all effective ways to attract and keep customers. However, there might be another asset you or your customer service reps might be overlooking.

Customer Retention 52

Customer Retention How To Guidelines Tips 52

ReviewTrackers

JANUARY 25, 2022

Social Media 116

Social Media Tools How To Marketing 116

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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

Customer Experience

CSM Magazine

JANUARY 25, 2022

At the start of each year, we often take a long view. What are our big goals for this year? What do we truly want to achieve in the time we have ahead of us? For customer service managers, the answer is simple. We want to accomplish three big goals: First, we want to support our people with care and consideration. Second, we want to attract and keep top talent.

Customer Care 52

Customer Care How To Comparison Consulting 52

Forrester's Customer Insights

JANUARY 25, 2022

CRM strengthens customer relationships, drives company revenue, and as such becomes a C-level priority. CRM technology expands into adjacent tech areas as it broadens its mandate. It bleeds into the mid-office, encroaches on core contact center operations, and supports core employee workflows. Insights from CRM uplevel customer and employee engagement, driving operational excellence.

CRM 49

CRM Contact Center Employee Engagement Customer relationships 49

CSM Magazine

JANUARY 25, 2022

Running a contact centre today is a tricky business but it doesn’t have to be – with the right mindset and a human approach it pays to keep it simple. Ross Daniels outlines the most common pitfalls and how to navigate a smooth path to operational efficiency. Many believe modern contact centres have become far too complex. In a world where ‘work from anywhere’ has become the norm, how do organisations manage the efficient scheduling and forecasting of their staff while keeping teams connect

Average Handle Time 52

Average Handle Time Roadmap Interaction Technology 52