Mon.Mar 18, 2019

How Do You Know if Demotivation is Taking Over Your Business


We all want to be happy in our jobs. We all want to feel positive and excited when we wake up to that screeching alarm every morning. We all want to feel as if the working day just races by, without a single minute spent watching the clock. HR Management for CX CX Culture

3 Ways to Drive Consumer Loyalty in 2019

Smarter CX

Consumer loyalty is more difficult than ever for retailers to attain. While many retailers compete for shoppers from all generations, millennials are particularly difficult to entice.

Exceptional CX: The Business Case of Going from Good to Great


According to Mark Smith, CEO and Chief Research Officer at Ventana Research, over two thirds of organizations today, and in the future, indicate customer experience as their top way to compete for customers. Let that sink in for a moment. When it comes to growing their business, these organizations are betting that customer experience is more important than product or branding. This seems counter-intuitive – but is it?

How to Write Self-Service Support Material


When done right, self-service support material help your customers complete tasks on their own. But for self-service support resource to work, they need to be easy to read and understand. In other words, customer support teams need to be savvy about copywriting.

How To 279

The Path to Journey Management

Speaker: Kerry Bodine and Lindsay Sykes

The practice of journey mapping has reached fever pitch. But your mapping efforts are only effective if the resulting maps help you drive organization change — and then measure the results of your efforts. Join Intouch Insight and Kerry Bodine, CX expert and co-author of Outside In: The Power of Putting Customers at the Center of Your Business, as she shares Bodine & Co.’s latest research on this topic.

10 Most Common Customer Service Complaints and How to Fix Them


Introduction. While most customer service and support interactions are different on a day-to-day basis, there are a few scenarios and responses that come up every day.

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What Do Companies with High Net Promoter Score Have in Common?


Does your company retain its customers or take them for granted? Customer retention is one of the most important aspects of growing your company, yet it’s one that many companies overlook, focusing more on acquiring new customers.

Fake News Week: Fake News Isn’t a Technical Problem. It’s a Philosophical One.

Brand Watch

Fake News Week


Which Live Chat Software is Best for an eCommerce Business?

ProProfs Chat

Imagine this: You wish to buy a new set of black jeans. But a busy schedule is all you get to see. That’s when you plan to resort to the world of online shopping. As you start your search for the perfect black jeans, a plethora of options leave you confused.

Astea Sponsors Total Facilities 2019 in Sydney


Visit Astea’s Asia-Pacific team at Total Facilities 2019 where industry professionals showcase leading innovation and thinking for driving efficiency and productivity through world-class FM.

4 Steps to Developing Your Customer Care Strategy

The quality of a customer care strategy can make or break a company, but simply resolving a customer service issue or complaint is no longer enough. Learn the 4 steps that address the major points you need to consider when building a customer care roadmap.

Remarkable Environmental Conservation Begins With Small Collective Efforts

Magellan Solutions

Magellan Solutions’ employees took part in the creation of a 3D base map which will be used in Haribon Foundation’s efforts to restore an area in Real, Quezon.

Get a Deeper Understanding of Consumer Sentiment With Emotion Analysis

Brand Watch

What Type of Professional Legacy are You creating?

One Millimeter Mindset

Ever consider the type of professional legacy you create? As you strive to meet an organization’s KPIs for the functional role in which you serve?

5 Top Customer Service Articles for the Week of March 18, 2019


Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover.

Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Speaker: Claire Beatty, Editorial Director - Asia, MIT Technology Review Insights

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

March Madness: Cinderella Teams Dominate Social Sentiment


College basketball teams have been giving it their all to advance to the NCAA Finals. And if fans had it their way, we’d see quite a few “Cinderella” teams making hoop history – and actually, some already are! Bringing You Up To Speed.

Manufacturing Today: Continuing to Grow When Talent is Scarce

West Monroe

In the March 2019 edition of Twin Cities Business , reporter Ingrid Case investigated how attracting and retaining talent is limiting the growth potential of Minnesota’s largest private sector industry, manufacturing.

Tech in 2019: Top digital trends for tomorrow’s customer experience

Beyond the Arc

Customer experience is entering a new age, as intelligent technologies are rapidly expanding what’s possible. Is your company poised to take advantage of new tech opportunities to grow the business? At Beyond the Arc, our team is always tracking what’s next for customer experience.

Workforce Management Innovation: What Every Contact Center Needs To Know


Managing a large labor force, of any kind, brings a slew of challenges. One of those challenges in the contact center is how to manage and maintain schedules to ensure all demand is handled efficiently for the customer and the business. Workforce Management (WFM) is one of the key components in meeting these objectives. But not all WFM solutions are created equal and many of them rely on technology that is outdated and proven to be inaccurate and inefficient.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

Fortnite: Category-busting social phenomenon, or pesky addiction?

Fresh MR

I live in a Fortnite house. My ten-year-old son discovered the game soon after its launch and has played it regularly on Xbox and mobile with his friends since last spring.

The complaining habits of public figures – Paul Lewis financial journalist

Helen Dewdney

A series of interviews by The Complaining Cow. In my series of interviews with people in the consumer world regarding their complaining habits, today is the turn of finance journalist Paul Lewis. Are your habits similar? Paul Lewis’ complaining habits.

Vested Outcomes and the Customer Experience – What, When, and Why

Andrew Mcfarland

What are “vested outcomes,” when should companies consider them, and why is such an approach needed? The simplest explanation is that, in a vested model, both customer and supplier have a stake and incentive in achieving a mutually successful result. Customer Experience Forefront Group Vested Outcomes

What Is the Value of “Big”?

Market Strategies International

Years ago I participated in a colleague’s ongoing thought experiment by naming the price point at which something is expensive. My colleague wanted a crisp response without caveats but I couldn’t do it.

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

The Only Vocal Tone Your Employees Should Be Using With Customers

Myra Golden

I’m working from home today, enjoying having my college-daughter here for the week, and the freedom of my son’s clear high-school calendar during Spring Break. But, predictably, my teenagers are upstairs with eyes on screens, probably with unbrushed teeth. So, I’m in my home office. I’ve promised myself no more than two hours work. And then I’ll come up with something adventurous for us to do today.

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Data Management Platform Coverage Takes On A New Look

Forrester's Customer Insights

When I started my career in marketing analytics almost 20 years ago, the biggest challenge was wrangling first- and third-party data, joining them together, and analyzing customer patterns.

Ascribe Regular Expressions


Ascribe allows the use of regular expressions in many areas, including codes in a codebook and for various search operations. The regular expressions in Ascribe include powerful features not found in standard regular expressions. In this article we will explain regular expressions and the extensions available in Ascribe. Regular Expressions A regular expression is a. Read more » The post Ascribe Regular Expressions appeared first on Ascribe.


The Impact of Contact Center Downtime on Customer Satisfaction and Loyalty


What is the impact on customer satisfaction and loyalty when a contact center experiences unplanned downtime? If you’ve been following along with our blog posts over the past few weeks, then you know that we’re exploring the impact of outages on the contact center. We began by measuring the financial costs and then ventured into the impact on employees. Today, we look at how downtime damages our reputation and credibility with customers.

To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.