Thu.Oct 17, 2019

The Power of Empowerment!


A growing concept in popularity these days, is that many organizations make the claim of being customer-centric.

The Voice of the Customer is Asking for a Better Citizen Experience, is Your Agency Listening?

NICE inContact

For the private sector, customer service has served as the cornerstone of a well thought out marketing strategy.

The Power of Empowerment!


A growing concept in popularity these days, is that many organizations make the claim of being customer-centric.

How to Shortlist Potential Contact Center Partners


Running an effective and efficient procurement process for a contact center partner is easier said than done – even for seasoned indirect sourcing professionals and folks in the C suite.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

Game Changing Methods to Optimize Your Customer Experience


Game Changers. We’re always on the lookout for the ones that will make the biggest impact. And, on this week’s “Sweets of CX ” podcast, we’ve got the expert.

More Trending

Sparq Fall ’19 Release Empowers Brands in Today’s Data Privacy Landscape

Vision Critical

It’s hard not to notice what’s going on in the world of data privacy these days.

Brands 130

How Businesses Can Create Incredible CX

NICE inContact

Consumers value choice. Whether it’s candle fragrances, ice cream flavors, or shoe colors, businesses have to cater to their customers’ demands for options. Customer service is no different. People want a wide variety of choices about how they interact with companies. But what options should businesses offer? Much has been written about the growth of self-service technologies, like mobile apps and chatbots.

Tell me why!

Heart of the Customer

This week I listened to a colleague tell me that, three years ago, the company he worked for acquired another company of near equal size within the same industry.

The Power of Hyper-personalization


The Real ROI of Transforming Your Customer Experience Strategy. In the new era of evolved customers, the status of your brand is no longer enough. Today’s customers demand truly personalized experiences.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

What Businesses Need to Know About Google’s Review Policy



How To Improve Your Customer Admin Relationships


In 2018, the average company spent $343,000 on SaaS. In this same report , it was also determined that the average business employee uses eight different SaaS tools to do their daily operations. Who are the people that most directly make these systems work every day to drive our businesses?

Q3 tech enhancements focus on streamlined service recovery


SMG’s tech teams have been hard at work designing platform updates that make it easier for brands to collect data, uncover and share insights, take actions, and monitor impact. Building on the advancements we made in Q1 and Q2, here are the key enhancements implemented last quarter.

Do We Need a VIP Model When Everyone Pays The Same?


The Subscription Model is a business in which a customer pays a recurring price at regular intervals for access to a product or service. This model is an excellent opportunity to earn regular and predictable revenue while strengthening relationships with customers and building brand loyalty.

Personalized Customer Experience with All-In-One Voice, Video, Chat, Contact Center

Reliable communications are mission critical in today’s business environment. Customers are increasingly selective, and companies compete on the customer experience. Incorporating integrated communications as a key component is driving high returns.

Product Metrics Your Board Members Care About


Boards are evolving—and thank goodness for that! The pace of business has accelerated and industries are transforming. Boards are realizing they must change as well and will only be successful with diverse perspectives. In parallel, the board meeting agenda is shifting.

Why QA and Performance Management Aren't Enough Anymore


Contact center agents are on the front lines in terms of your business’s contact with your buyers. Their performance is paramount to attracting and retaining customers as well as generating revenue. None of this is a surprise.

Choosing the Best Survey Mode for Your B-to-B Company—It Matters

Daniel Group

Too often, when beginning a customer experience program, too little thought is given to how you are going to collect customer feedback. The default approach is to use email.

Does Your Hospital Treat Patient Families Like This?

CX University

An Expert’s Take on an Award-Winning Philadelphia Hospital’s Patient Family Experience: 3 out of 10. Patient experience is about doing the right things right.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

How to write a great CEP nomination


Writing a nomination for an award can be pretty daunting. WRAP partner Yuri Duncan gives us his take how to make the process easier for you while ensuring your employees appreciate your attention to detail.

5 Reasons Not to Outsource Your Customer Service


Skyrocketing sales are great for your bottom line—but sometimes aren’t so sweet for your customer support team, who are suddenly deluged with inquiries about whether your products are vegan or hypoallergenic, and by the way, is the red shoe pattern more of a ruby-red or a maroon shade, and when is that order arriving again? .

Interactions Celebrates 15 Years


“When Interactions started out in 2004, a streamlined customer experience certainly wasn’t considered the business necessity that it is today.

Designing Extraordinary Experiences: Filling the Gaps with Intelligent Automation


In the evolving e-commerce market, consumers have just as much power as brands, if not more. As a result, the demand for intelligent, user-friendly customer experience (CX) has only increased, with no signs of it slowing down. In a highly competitive market, traditional methods will no longer cut it.

Exceptional Experiences for Employees and Customers

One of the top trends driving a new communication experience is how companies are competing on the customer experience. Organizations that combine contact center and business communications see 3x higher customer satisfaction and 2.4x revenue growth.

From Three to Zero – the network that’s a notwork

Helen Dewdney

One, Two, Three, Down. Three mobile provider the situation. The mobile network Three has gone down today (17/10/19). At the point of writing the company doesn’t seem to know what the problem is or when it will be fixed.

Why Customer Service Still Needs Improvement

Ann Michaels and Associates

Measure Your Customer Experience. In a world where one day you’re in and the next day you’re out, you would expect companies to be doing everything they can to attract new customers and retain those who are loyal.

Study 52

Powerful Examples of Personalization in Advertising


If you were able to make your average customer transaction rate six times higher than it currently is, how much more would your business be able to accomplish? What if we told you that, in order to make that happen, the only thing you need to do is personalize your brand’s promotional emails?

B2B Customer Engagement Program Accelerates Growth at SaaS Reciprocity, Powered by Waypoint’s TopBoxTM

Waypoint Group

5 Ways to Engage Employees for Immediate Impact

Speaker: Vicki Brackett, Author and COO of Sinousia

Author of the new book The Leadership Toolbox and Chief Operating Officer of Sinousia, Vicki Brackett shares creative and proven ways to engage your employees in either work at home environment or traditional brick and mortar. These strategies have been vetted by thousands of employees and have a track record of making immediate impact to customer service satisfaction scores, sales conversion, absenteeism and employee retention. When it comes to employee performance, you must be proactive on the front-end, or you are forced to be reactive on the back end!

4 Ways to Optimize Service Throughout the Customer Journey

Smarter CX

This is a preview of the on-demand webinar, Best-in-Class Customer Journey Management: How to Deliver Truly Connected Service Experiences. Delivering a truly connected service experience is integral to managing today’s customer journey.

CX job vacancy of the week: Close Brothers


Looking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job.C 17th Oct 2019. By Neil Davey Managing editor

5 Customer Support Issues You Could Have Handled with Self-Service?


We talk a lot about how self-service solutions can handle routine, repetitive customer questions, and free up your agents for more complicated, high-value customer issues. But what kinds of questions are we talking about, exactly? Below are five examples of routine questions that the right kind of self-service solution can handle.