PeopleMetrics
JUNE 10, 2021
Collecting customer feedback is one thing. Measuring and managing that customer feedback is quite another! And if you want to be customer-centric, you need to make sure you're doing all three. In this session, we walk you through how the customer feedback management process works when you're using a customer experience management tool like PeopleMetrics as the central hub of your Voice of the Customer (VoC) program.
Uniphore
JUNE 10, 2021
We’ve learned a lot during the past 12 months: what restaurants deliver, what six feet actually looks like, what makes up a “home office.” We also learned just how important contact centers are to our everyday lives. When the whole world went remote, people started calling in in record numbers, forcing businesses to reassess their customer service game.
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Alida
JUNE 10, 2021
What’s the most overlooked but effective way to become a patient-centric healthcare organization? Prioritizing the voice of the employee (VOE).
TechSee
JUNE 10, 2021
It’s no secret that truck rolls are a necessary evil for the service industry. Yes, they cost a lot. Absolutely, your customers aren’t happy to wait for service. Of course, in-person contact puts employees and customers at risk. Sure, they divert your workforce from more strategic tasks. . But even though a large proportion of truck rolls are non-value-added activities and a tremendous waste of resources, these dispatches remain a fact of life for service organizations.
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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.
Steve DiGioia
JUNE 10, 2021
The other day I got a voicemail message from someone who sounded like they had a mouth full of marbles. I couldn’t understand most of what she said, and she spoke so quickly that each word just bled into the next. I even played the message back hoping to catch what I missed the first time. No difference. A question for you salespeople…. Why waste your time making a phone call and then expect someone to call you back when we can’t even understand what you are saying?
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Uniphore
JUNE 10, 2021
3 Ways Call Center Coaching is Leading to Customer Churn. And How to Fix it With Agent Assist. It’s no secret that better coaching creates more effective agents and better overall customer interactions. Why then do so many call centers struggle to convert coaching into real, measurable results? The problem comes down to a lack of coaching quality and on-the-floor facetime.
Comm100
JUNE 10, 2021
If it feels like everyone around you is adding a chatbox to their website, it’s probably because they are! The live chat market is in the process of doubling itself. As the years go by, live chat is shifting from a “nice to have” to a “basic customer requirement.”. But meeting this requirement doesn’t have to be expensive. In fact, it can be completely free.
dscout People Nerds
JUNE 10, 2021
When testing content, usability often identifies the problem—without giving you much direction on how to fix it. Try a cloze test, recall-based test, or highlighter test instead. .
CSM Magazine
JUNE 10, 2021
Fed up of negative contact centre perceptions limiting your budget, resources and potential? Nick Smith at Calabrio , discusses how you can overcome these concerns and reposition your contact centre as a “profit centre”, instead of a “cost centre”. A Saddletree Research study found that the biggest challenge for contact centres in 2022 and beyond is likely to be: “Transforming the contact centre into being a central component of the operations of the organisation.”.
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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.
BirdEye
JUNE 10, 2021
Word of mouth has always been an effective channel for attracting new customers and building brand awareness. In the past, businesses tried to motivate more customers to spread the word about their products and services through pen and paper referral programs. Now that customers are spending more time online, those referral programs are moving to digital.
PK
JUNE 10, 2021
How do your customers currently perceive their interactions with your organization? And, once you’ve obtained this knowledge—how can you use it to improve your customer experience? I recently hosted a […]. The post Find your enterprise CX North Star appeared first on PK.
ChurnZero
JUNE 10, 2021
Celebrating the 35th class of unstoppable entrepreneurs who transform Mid-Atlantic and beyond. Ernst & Young LLP (EY US) today announced that Founder and CEO, You Mon Tsang of ChurnZero was named an Entrepreneur Of The Year ® 2021 Mid-Atlantic Award finalist. Now in its 35th year, the Entrepreneur Of The Year program honors unstoppable business leaders whose ambition, ingenuity and courage in the face of adversity help catapult us from the now to next and beyond.
DemandJump
JUNE 10, 2021
What are content pillars? Content pillars are a novel type of content strategy framework that involve the creation and tactical interlinking of related pieces of content designed to increase a website’s search engine rankings.
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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,
Kustomer
JUNE 10, 2021
Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe and Vikas are joined by Vasili Triant to talk about all things digital CX. Vasili is the Chief Operating Officer at UJET, a partner of Kustomer, creating a product that delivers the ultimate experience for the modern consumer. Is Voice Dead? For nearly 30 years, experts in the CX industry have heard rumors that voice as a communication channel is dead and useless for navigating customer problems.
Zeisler Consulting
JUNE 10, 2021
This is the final installment of four articles tying the concepts, values, and principles of Agile and Scrum to the Customer Experience discipline. I introduced the series here , and parts one, two, and three are here , here , and here. In this article, I’ll dive into the concept of embracing change. Specifically, the Manifesto highlights this aspect of Agile project management as preferring to respond to change rather than following a plan.
DemandJump
JUNE 10, 2021
We’re often asked, ‘How do you write a perfect blog?” A good blog post offers a compelling story, gives helpful content, or provides a powerful call to action. A perfect blog post will do all three.
MyCustomer
JUNE 10, 2021
Engagement 5 signs you're not making the most of your CX team.
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.
DemandJump
JUNE 10, 2021
Don’t you love landing on a page that explains everything about a topic you're interested in? It covers so much ground and is organized so clearly that you spend hours reading it. Well, it turns out Google loves it too.
Grupo Noa
JUNE 10, 2021
Why do we need multilingual customer services? Contact centers all over the world tend to satisfy the needs to those who does not necessarily know English. Having that in mind, most of the call centers, telecallers have multilingual proficiency for inbound customer support. This is why multilingual customer services are the most frequently looked for.
Magellan Solutions
JUNE 10, 2021
Non-voice Outsourced Customer Support Services is reshaping the industry as we know it. That is not an understatement because it truly is making waves in the industry. In fact if you look at the statistics alone, you will see that there are desirable numbers under non-voice services. Hence, we believe that non-voice outsourced customer support services are the future of call centers, BPOs and SMEs.
Gainsight
JUNE 10, 2021
Can you recall the early days of the COVID-19 pandemic shutdown? If so, you realize how important your television and your streaming services were. They were our lifelines and connections to the outside world. It was our source of news, entertainment, and communication pathways. Did you get addicted to a show that you just had to finish watching, but you had to wait for the next episode or season?
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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.
Magellan Solutions
JUNE 10, 2021
Mobile outsourcing solutions has been a go-to strategy for SMEs that want to gain more popularity with modern consumers. Many businesses depend on mobile outsourcing solutions for their consumers. According to a recent study , 95% of American have at least 1 cellphone. Meanwhile, 85% of those people use smartphones on a daily basis. The main reason why companies develop mobile apps is for customers’ convenience.
COPC
JUNE 10, 2021
From pivoting on pay-for-performance metrics and decreasing their real estate footprints to designing new cost structures and doing site reviews virtually, vendor management organizations (VMO) are doing their best to navigate the business effects of COVID-19. Now companies are taking proactive steps to help them operate post-pandemic and prepare for another unplanned crisis.
Magellan Solutions
JUNE 10, 2021
What is covered by a vacation rental answering service. Hotels, inns, and B&Bs present unique, fun, and relaxing opportunities for guests all over the world. But the industry is anything but relaxing. These are especially the people behind the successful hospitality businesses. Excellent customer service means never allowing the concierge desk to sit empty.
Uplight
JUNE 10, 2021
While historically Uplight’s Orchestrated Energy clients have been focused on summer demand response (DR) programs, we’re increasingly seeing Time of Use (TOU) programs emerging as a core use case that adds value to utilities and their customers with a combination of time-varying rates and daily cooling/heating optimizations powered by Orchestrated Energy.
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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?
The DiJulius Group
JUNE 10, 2021
Most businesses punish 98% of customers for what only 2% do. They treat all of their consumers like the minority. Is your company one of them? Where most companies also go wrong is in assuming that their team members know what to do. However, those assumptions are usually wrong. Therefore, it’s important to provide training. Read Full Article.
InteractionMetrics
JUNE 10, 2021
No more useless data! Biased questions are out. Representative samples are in. Objectivity is the standard. Nuanced analysis wins. Fed up with disappointing customer service and inane customer feedback surveys, Martha Brooke founded Interaction Metrics in 2004. The goal continues to be to help clients understand the customer experience deeply so they can grow customer loyalty.
kommunicate
JUNE 10, 2021
One of the leading passenger airlines that dominates the low-cost carrier segment is your preferred choice for your next travel. They have a multi-channel sales process, and users regularly ask questions like flight status, fare checks, etc. However, aiming to capitalize on their existing customer base by enhancing experience remains their top agenda.
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