Wed.Jun 12, 2019

5 Ways a Nearshore Call Center Enhances Customer Experience

Advantage Communications

If your business has decided to engage with an outsourced call center to implement a new customer support strategy, your first step will be deciding whether to use an offshore, onshore or nearshore call center. Canada Call Center

How to Identify Your Most Important Customer Touchpoints


When tasked with overhauling the customer experience (CX), business leaders often seek to identify the most critical customer touchpoints. The important touchpoints are a make or break–they determine whether customers choose to stay, whether customers upgrade or cancel and whether customers recommend you to their friends and family. Some moments are more important than others–but how do we know which points to focus on?

Customers Still Want the In-Person Customer Experience How to Capitalize on it

Ann Michaels and Associates

How can you make the customer experience better? It’s pretty simple actually…talk to your customers.

Customer Experience vs. User Experience vs. User Interface


I’ve lost count of the number of meetings that I’ve had with copywriters, marketers, and designers where the terms customer experience (CX) , user experience (UX) and user interface (UI) have been used in an interchangeable manner. In those meetings, I’ve always gotten the gist of what they were trying to explain, so I’ve overlooked the terminology.

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!

Let’s Chat about Chat

NICE Systems

More businesses are offering chat to their customers as a support option. Here’s why that’s great news for both these businesses and their customers. Chat offers several benefits to customers. Typically, chat users find this method to be convenient — for example, they can get immediate help while making an online shopping decision. And 74% of chat interactions result in a first-contact resolution.

More Trending

Nurture Customer Rescue Artists

Customer Bliss

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done.

The Government orders full Whirlpool tumble dryer recall – at last!

Helen Dewdney

The end of the spin cycle? Today (12 June 2019) The Consumer Minister, Kelly Tolhurst, announced that the Government intends to serve Whirlpool with a full recall notice for all tumble dryers that are at risk of fire.

Can businesses really influence customer emotion?


Engagement. Can businesses really influence customer emotion

The Secret Sauce to Achieve Outcomes with Journey Mapping

CX Journey

In today's post, I reveal the secret sauce for journey mapping success. Are you ready? There's a lot of bad press out there about journey mapping. And there's a lot of bad journey mapping (or what people think is journey mapping ). A few months ago, I shared my six-step journey mapping process.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

PowerDMS Boosts Performance with Talkdesk and Salesforce


I remember a time when my dad’s office had multiple filing cabinets filled with various documents. Even though some documents were more important than others, their consistent organization was key in being able to find something when needed.

How To Build Trust With Your Team

The DiJulius Group

The World At Your Service Celebrity Cruises’ service vision statement is “The World At Your Service.” Given that philosophy, it is no surprise that they have been selected as “Best Premium Cruise Line.”

3 Reasons Why Strategic Stakeholders keep Tuning You Out

One Millimeter Mindset

Your strategic stakeholders keep tuning you out. Spoiler alert: They tune you out because your professional behavior turns them off. End of story: yours and theirs.

11 Tips to Ensure You Achieve ROI from Your VoC Program


Date: Wednesday, June 12, 2019 Author: Guest author: Annette Franz 11 Tips to Ensure You Achieve ROI from Your VoC Program. Published on: June 12, 2019. Author: Guest author: Annette Franz Problem Statement: Brands have been running Voice of the Customer programs for years, but customer experience has generally not improved. How can brands make sure that their VoC programs deliver ROI? You’ve invested a lot of time, money, and energy into designing and developing your VoC program.

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The Changing Role of CX Testing in Digital Transformation

Speaker: Diego Lo Giudice and Chad Hendren

With new competition emerging every day, businesses are transforming themselves, and using software as a means to drive differentiation. Digital transformation has become a key initiative for businesses across the globe, and CX is ground zero. Register now for this webinar and hear from Cyara and their guest speaker, Diego Lo Giudice of Forrester, how testing and QA practices are changing to enable and accelerate digital transformation.

Enhancing Twitter Analytics Advertising Options


Though the approach has changed, advertising is still a big part of how brands use Twitter – and the social analytics found there.

Bringing Your Frontline and Non-Customer Facing Departments Together

Hello Customer

In the second part of this episode, Leslie explains more about how customer experience can be further accelerated by not just focusing on the frontline. First, the back office also needs KPIs that relate to the customer and other aspects it has an impact on.

Digitizing the Insurance Industry: Challenges and Solutions


Digitizing the insurance industry has been a struggle since the dawn of the Internet. In many ways, the industry is still tied to its 20th Century ways with the agent taking lead and filing cabinets weighing down the landscape of every branch office in America.

What is Brand Image and how you measure it


In 2006, Blake Mycoskie witnessed the hardships children without shoes had in Argentina, and developed Tom’s shoes , a company that gives one pair of shoes to a child in need for every pair sold. You’ve most likely heard about this brand and their mission.

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.

Find Your Passion, and Just Say Yes: An Interview with Alyssa Johnson [VIDEO]

Smarter CX is proud to highlight women in technology who are driving innovation, creating the next generation of customer experience, and inspiring future leaders.

HappyOrNot CX360 Leader Insights: Part 1

Happy or Not

Are Your Customers Delighted? Would They Give You a Second Chance? The following is based on a May 2019 interview with Kirsti Laasio, Chief Customer Experience Officer at HappyOrNot’s […] The post HappyOrNot CX360 Leader Insights: Part 1 appeared first on HappyOrNot. Blog CX

5 Boring Customer Service Stories

Help Scout

I won’t tell you not to deliver a steak to an airport or spend 11 hours on the phone with a single customer. Those are real stories, but they’re also more about marketing than about service. Customer service is what happens to all the other people hanging on the phone while that one customer is chatting away. When businesses set up well-designed systems, they can deliver customer support that’s high quality, repeatable and scalable.

The Insights Beat: Save Your Data Strategy From A Nosedive

Forrester's Customer Insights

(Jeremy Vale and Paolo Santamaria contributed to this post.) This month’s Insights Beat focuses on the latest research in our insights-driven playbook; showcases multiple data, analytics, and machine-learning vendor evaluations; and shines a light on B2B analytics techniques.

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Why Conversational AI Is Key to Customer Service in the Customer Experience Era

In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica white paper to learn how important conversational AI is to your CX strategy.

Event of the Month: Food & Wine Classic

Gravy Analytics Lead Intelligence Blog

Food & Wine Classic in Aspen. Aspen, CO | June 14 – 16, 2019. Each summer, the world’s top chefs and sommeliers gather in Aspen, Colorado to kick off the season with the world’s premier food and wine exhibition.

Security So Simple A 10-Year-Old Can Do It

Forrester's Customer Insights

It’s the summertime, and my daughters are home from school.

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Successful Launch of a Continuous Listening Program


I read recently an interesting report from Corporate Research Forum (CRF) headlined Harnessing the HR Technology Revolution. Even though the findings and conclusions in the report mainly refer to technology used by HR more broadly, such as HR, Talent and Workforce Management systems, it is astonishing how well they fit into the context of employee research too.

FORRward: A Weekly Read For Tech And Marketing Execs

Forrester's Customer Insights

FTD Bankruptcy A Lesson For Long-Standing Brands: Don’t Rest On Your Laurels When century-old floral stalwart FTD filed for Chapter 11, it sent shivers through C-suites of venerable brands everywhere. In a growing market, this pioneer should have dominated.

Optimizing Customer Experience Data to Drive Business Success

Digital CX is an established practice. It’s time to focus on brick-and-mortar! This eBook covers the impact of CX on location-based businesses and best practices on how feedback is collected and data analytics are turned into insights that drive actionable improvements. Discover new ideas to fuel your business’s top and bottom line!