Fri.Sep 10, 2021

How to make digital self-service amazing

NICE inContact

Did you know that most of the customers who contact your call center have already been on your website to self-diagnose their issue and/or try to resolve it themselves? NICE CXone AI Customer Experience

CX Trends: Shifts in Consumer Habits & Expectations

Alida

Over the last year, you probably heard the question “So how are you adapting to the new normal ?” quite a few times. It is a reflection on how the global pandemic has, in some cases, fundamentally changed our everyday lives.

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Reduce Churn: Craft Customer Success Compensation Plans That Attract Top Tier Talent

ChurnZero

There are several different models of compensation plans , but not all can be guaranteed to produce the same results for your organization.

9 Nuggets from TMSA’s Recent Strategic Interest Group Featuring CX University

CX University

This article was originally posted on TMSA’s blog. TMSA went back to school a little early this year.

The Art of Community: Higher Logic & Vanilla Forums Super Forum!

Speaker: Keynote Speaker, Guy Kawasaki, Chief Evangelist, Canva

In its 12th year? Super Forum is the largest and most comprehensive conference for executives, community managers, marketing, membership, and customer success professionals who want to connect, engage, and create better customer and member experiences. And this year, we’re going even bigger as we add Vanilla’s highly regarded Conversations conference into the mix. Register today!

Guest Post: Customer Experience: Expectation vs. Reality

Shep Hyken

This week we feature an article by Tanya Ahmed, a Digital Marketer of Vantage Circle , a cloud-based employee engagement platform. She writes about what customers expect from companies in 2021 and what they actually get. Consumers today expect speedier access to services than ever before.

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Benefits Of Customer Support Outsourcing

Magellan Solutions

The Role Of Customer Support Outsourcing For SMEs. For SMEs, offering a great customer experience is a key priority for their business.

4 Steps to a Successful Outsourced Contact Center Launch

Advantage Communications

Are you looking to outsource your customer service program to a strategic partner? If you’ve outsourced any of your business functions before, then you’ll know just how important a seamless plan is to the success of that partnership. Contact Center

Top 3 Reasons Why Call Centre Workers Have One of the Highest Turnover Rates

CSM Magazine

Over five million people globally work as call centre agents, including 1.3 million people in the UK. Many of them face challenges according to a new research report from artificial intelligence (AI) firm ASAPP, CX: The Human Factor.

Structuring your Customer Success team

inSided

We’re back! It’s time for another post in our series, This is Digital Customer Success , where we set out to get clarity on all things Digital CS. In our last post, we talked about the metrics that matter in your digital-led approach.

AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!

How emotional intelligence can help you cope with Christmas

Eptica

Date: Friday, September 10, 2021 Author: Pauline Ashenden - Demand Generation Manager How emotional intelligence can help you cope with Christmas. Published on: September 10, 2021.

Digital Customer Service is Not Just for Digital Natives Anymore

SaleMove

A recap of perspectives from business leaders on how to transform OnScreen DCS experiences as we’ve all evolved to become 'Digital Natives.'. The post Digital Customer Service is Not Just for Digital Natives Anymore appeared first on Glia Blog | Digital Customer Service Explained.

CISOs And The Trust Imperative

Forrester's Customer Insights

There is no executive role that better aligns with the trust imperative than the CISO. Find out why and how it may impact your organization directly. Age of the Customer CISO Trends Cybersecurity Trends security risk management

Healing social inequality: How to start the conversation

Qualtrics

The only way governments can dismantle the systems, policies, and procedures that perpetuate systemic racism is by strengthening the social capital within our communities.

How Product Teams Can Leverage Community

Speaker: Scott Baldwin of ProductBoard

Product Leaders, sign up if want to learn how to: - What is product excellence? - How community led and product-led growth can act as success multipliers - How to create a tight and ongoing feedback loop - How to leverage your community members to drive adoption. When: September 21st at 12pm EDT. Register today!

Meet The Most Interesting Investor Segment: The Digitally Savvy Delegator

Forrester's Customer Insights

Digitally savvy delegators are an overlooked segment and represent an attractive opportunity for wealth management firms right now.

How IT and HR can work together to deliver a world-class employee experience

Qualtrics

CIOs, CHROs, and their respective teams must not only listen and understand but also take joint action to create better experiences for employees. CIOs, CHROs, and their respective teams must not only listen and understand but also take joint action to create better experiences for employees.

July And August 2021 Research Recap — Cloud And Tech Operations

Forrester's Customer Insights

Greetings everyone! Each month, the infrastructure and operations (I&O) team writes incredible research. As a research director, I get to not only see the final outcome but also all of the work and client insights that went into its creation.

ACX’21: NOW A FREE, ONLINE EVENT

Myra Golden Media

We had high hopes – and big plans – to reconvene and reconnect at ACX’21 in Arlington, VA, but remember the saying about best-laid plans? Now we’re meeting OCTOBER 26-27 for a FREE online event packed with insightful learning and new opportunities to engage and interact. .

Reaching Unreachable Candidates

Speaker: Patrick Dempsey and Andrew Erpelding of ZoomInfo

What is ZoomInfo for Recruiters? Find and connect with the right talent to fill roles fast with more data, basic search, advanced search, candidate and company profiles, and export results. Watch this On-Demand Webinar today to see how ZoomInfo for Recruiters can work to get your talented candidates results.

CISOs And The Trust Imperative

Forrester's Customer Insights

There is no executive role that better aligns with the trust imperative than the CISO. Find out why and how it may impact your organization directly. Age of the Customer CISO Trends Cybersecurity Trends security risk management

July And August 2021 Research Recap — Cloud And Tech Operations

Forrester's Customer Insights

Greetings, everyone! Each month, the infrastructure and operations (I&O) team writes incredible research. As a research director, I get to not only see the final outcome but also all of the work and client insights that went into its creation.

Meet The Most Interesting Investor Segment: The Digitally Savvy Delegator

Forrester's Customer Insights

Digitally savvy delegators are an overlooked segment and represent an attractive opportunity for wealth management firms right now.