Wed.Nov 27, 2019

It Might Be Too Late To Save Your Biggest Customers

Gainsight

It’s Thanksgiving tomorrow in the U.S., and if you haven’t gotten your supplies and ingredients together, you’re not. quite totally screwed, but at best you’ll be in trouble at the grocery store tonight.

8 Critical Tips to Recognize and Motivate your Agents

PlayVox

In this era of agent engagement, “Having truly engaged contact center employees presents an opportunity for differentiation,” according to Gartner Group.

5 Tips to Prepare Your Retail Team to Survive the Holidays

Customers That Stick

The holidays are a special time both for retail businesses and retail employees, a time of great challenge and opportunity. Having worked in retail for many years, I’ve seen how this season can test even the best retail teams.

When Things Aren’t Going Well, Will You Accept Blame?

ShepHyken

In a recent Shepard Letter, I wrote about the concept of giving recognition to the people who deserve it. Someone being recognized for what they bring to the organization is often overlooked. That’s a shame. People need to be recognized for their contribution to the team’s success.

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

Following Your Customers Online Without Pushing Them Away

Blueshift

In our modern tech-centric world of business, retailers have been forced to up their marketing game. One of the biggest ways in which this is done is through the careful and inconspicuous tracking of customers’ online habits.

More Trending

Talkdesk carves out a lead in CCaaS market. Thankful in final quadrant of 2019.

Talkdesk

As we approach the season of giving thanks, which is also near the end of the year, it’s an appropriate time to reflect and appreciate 2019.

3 Workforce Development Review Blog Posts for You

One Millimeter Mindset

This workforce development review blog post focuses on storytelling as a key component of a compelling human capital strategy. Ponder how this strategy creates more professionally diverse and inclusive workplaces. Because co-created storytelling connects employees to one another.

Writing the Perfect Customer Feedback Survey Invitation

Genroe

Getting high response rates for your customer feedback survey starts with creating an effective customer feedback survey invitation. You need an initiation body that makes people want to start the survey. The invite doesn’t have to be long and complex.

Is Green the New Black Friday?

Brandwatch CX

Just for Fun React Research Trending

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

Following Your Customers Online Without Pushing Them Away

Blueshift

In our modern tech-centric world of business, retailers have been forced to up their marketing game. One of the biggest ways in which this is done is through the careful and inconspicuous tracking of customers’ online habits.

Bad Data Series #4: Atari Doesn’t Like Apples

NetBase

Join us as we analyze memorably misinformed business decisions in our “Bad Data Series.” We’ll explore the many ways the wrong social analytics solution, offering inaccurate insight , could result in brands misunderstanding potential market opportunities.

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Automate Onboarding Federal Contractors: Your Process Checklist ?

Bizagi

Nothing says more to new federal employees and contractors about your organization than their initial experience during onboarding. Imagine this scenario…. Your new contractor is excited and the possibilities in their new role seem boundless. But then… the first day is a mess.

Our Favorite Thank You Notes from Customers and Testers

Centercode

‘Tis the season for gratitude. With Thanksgiving coming, we’re feeling especially grateful to work with you guys — the best customers, collaborators, contributors, and testers in the world!

How to Cut the High Cost of Contact Center Agent Attrition

Agent attrition has always been a burden on a company’s bottom line. When turnover runs rampant in the contact center, institutional knowledge is lost, productivity drops, the quality of service decreases, and employee engagement and morale go down. This white paper takes an in-depth look at the problem and explains how outsourcing can be used to fix it.

Northern Gas Networks Triple Triumph at Global Customer Experience Awards

CSM Magazine

The North of England’s gas distributor, Northern Gas Networks (NGN), scooped three awards at this year’s International Customer Experience Awards, in recognition of its world-class standards for customer service and cultural transformation.

Customer SuccessCon Berkeley 2019 Takeaways

ChurnZero

Top Five Customer SuccessCon Berkeley 2019 Takeaways. Last week ChurnZero sponsored Customer SuccessCon 2019 in Berkley, CA.

Webinar: The Future of Customer Service – Trends to Test in 2020

CSM Magazine

Each year brings new ideas and new challenges to the customer service department. It can be tough to keep up, but to help you prepare for the year ahead we are bringing together some of the best in the business to talk over how we got here and what’s next.

Bad Data Series #4: Atari Doesn’t Like Apples

NetBase

Join us as we analyze memorably misinformed business decisions in our “Bad Data Series.” We’ll explore the many ways the wrong social analytics solution, offering inaccurate insight , could result in brands misunderstanding potential market opportunities.

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How to Build a CX Program from the Ground Up

It’s no secret - customer experience is the new competitive battlefield. In this eBook, TopBox shares step-by-step guidance on how to build and scale a rock-solid CX program that will fuel measurable revenue and affect organizational change.

There's no one-size-fits-all in CX

Hello Customer

The Platform Hello Customer Customer Experience

3 Reasons Why Your Small Business Needs Email Automation

Survicate

The post 3 Reasons Why Your Small Business Needs Email Automation appeared first on Survicate. Benefits

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With customers becoming more demanding, can self-service really help?

Eptica

Date: Wednesday, November 27, 2019 Author: Pauline Ashenden - Marketing Manager With customers becoming more demanding, can self-service really help? Published on: November 27, 2019. Author: Pauline Ashenden - Marketing Manager Customer service is continually increasing in complexity.

5 Retail Innovation Trends That Reshaped 2019

Smarter CX

Today, the customer experience isn’t bound to any one physical or digital space, as 73% of consumers use multiple channels to shop , according to a Harvard Business Review study of 46,000 shoppers. Modern retailers understand this new omnichannel reality and are adopting retail innovation strategies to meet shoppers wherever they are — and on whatever device they choose.

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

Last-Minute To-Dos For A Positive Customer Experience This Holiday Season

Forrester's Customer Insights

This blog post is part of Forrester’s Holiday 2019 retail series. The season of sales is here, and retailers are preparing for an influx of site traffic, store visitors, and (hopefully) purchases.

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What have we learned from 20 years of the experience economy?

MyCustomer

Podcast: 20 years of the experience economy. Chris Ward. Wednesday, November 27, 2019 - 09:09. Advocacy. Ecommerce. Experiential marketing. What have we learned from 20 years of the experience economy? Loyalty

Understand Connected Shoppers In Southeast Asia

Forrester's Customer Insights

Forrester forecasts that more than 294 million adults in Indonesia, Malaysia, the Philippines, Singapore, Thailand, and Vietnam are online in 2019 and that 56% of them, 164 million, shop online.

3 Digital Engagement Insights We’re Grateful For

Lithium

With Thanksgiving upon us, all of us at Khoros are grateful for our amazing customers and we find ourselves reflecting on the many valuable insights they shared at Khoros Engage events this year. We’re highlighting three of those insights below; if you missed Engage and want to know what it was all about, take a look at the IDC report. Automation is here to support — not replace — care agents. That’s right. Robots aren’t taking over, but they are important to digital engagement.

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.

Define New Relationships With CX Champions Programs

Forrester's Customer Insights

Every few years, we round up examples of customer experience (CX) champions (or “ambassadors”) programs: programs that enable CX teams to broaden their reach by training employees or leaders in CX best practices and/or formalizing their roles in CX project implementation.

Work life balance – what does it mean and why does it matter?

Qualtrics

The expression ‘work-life balance’ covers a range of ideas, from businesses offering flexible working hours to employees making more of their leisure time. Here’s where the phrase comes from and what it means to your business. Work-life balance – can it be defined?

The 11 Vision-ary Computer Vision Platforms That Democratize Developing And Deploying AI Solutions

Forrester's Customer Insights

Looking to extract a wide range of insights from images and video? Or develop new AI applications with vision capabilities? Or create vision-based solutions to drive operational efficiency, customer insight, customer engagement, or safety? You need a computer vision (CV) platform.

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