Thu.Nov 28, 2019

3 Ways to Show Gratitude to Your Customers and Employees

MaritzCX

November is an exciting month for consumers and businesses alike. Thanksgiving Day, Black Friday, and Small Business Saturday kick off the holiday season with a bang, creating a crucial moment for great customer experiences to shine.

Why MaxDiff Isn’t the Method You Want

Vision Critical

Wondering how to determine what's most important when it comes to your offering? Best Practices

How To 130

7 Things NetBase Customers Are Thankful For

NetBase

As the U.S. celebrates Thanksgiving , we wanted to take a moment to express how thankful we are for the amazing brands we serve. And, it turns out, NetBase customers are thankful for us as well! Here are seven reasons why: 1. Thankful for Superfast Social Media Buzz and Sentiment Tracking.

Existing Customers Are STILL More Valuable Than New Ones During The Holidays

Optimove

A lot can change in 48 months. Four years ago, Netflix had almost no competition, Microsoft’s stock was still treading around $50 a share, and TikTok did not exist. Oh, and the UK was deep in Brexit arguments. So perhaps some things do not change so quickly.

ROI 56

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.

The Value (And Negatives) of Net Promotor Score (NPS)

Michel Falcon Experience

The GOOD and the BAD of Net Promotor Score (NPS). Across different industries, there are mixed reviews on whether or not net promotor scores are useful to your team.

NPS 78

More Trending

9 Customer Experience Conferences that You shouldn’t miss in 2020

SurveySparrow

Customer Experience conferences are always a source of joy for us, CX enthusiasts. The in-depth learning sessions, the opportunity to meet and have penetrative conversations with visionaries and of course, the hands-on workshops on cutting-edge technologies, etc.

UPLIFTING SERVICE nominated for “Best Customer Service Development Program”

Up Your Service

For decades, we’ve been serving leaders and organizations all over the world helping them to Unleash Unbelievable! This program is now delivered in person, online, with ‘Train-The-Trainer’ support, is easily customized, and has been translated into 15 languages for clients around the world.

B2C 52

9 Customer Experience Conferences that You shouldn’t miss in 2020

SurveySparrow

A Customer Experience conference is always a source of joy for us, CX enthusiasts. The in-depth learning sessions, the opportunity to meet and have penetrative conversations with visionaries and of course, the hands-on workshops on cutting-edge technologies, etc.

Subscan Transforms Field Operations with Bigchange Mobile Technology

CSM Magazine

Subscan UDS, the UK utility, drainage, and survey company, has implemented a high tech mobile workforce system from Leeds technology company BigChange. .

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.

2019 State of CX Report from The Northridge Group

Peter Lavers

I was recently asked by The Northridge Group to review their 2019 State of Customer Service Experience report.

Nemesysco Emotion Analysis Technology Improves Japan Call Center Operations

CSM Magazine

Nemesysco, a provider of voice analytics solutions for genuine emotion detection, has reported that CENTRIC, a provider of outsourced call center services in Japan, is using the company’s technologies to improve customer journey and sales performance in its three call centers across Japan.

Laying the Groundwork for Our Five Best Practices for Creating Unbelievable Customer Experiences

Up Your Service

Your customers—whether B2B, B2C, or partners within your organization—have always been your focus. You create processes to make their experience smoother. You listen to their feedback about your product or service so you can better meet their needs.

B2C 52

How to get CX buy-in from decision makers to truly improve CX: Report surveying 150 CX professionals

Thematic

Getting CX buy-in and commitment for CX initiatives from executive leaders is key when it comes to driving real results for customers, but many CX leaders struggle with this.

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.

10 years in CX: The evolutions and revolutions that defined the decade

MyCustomer

Engagement 2010-2020: CX revolutions that defined the decade

How to get buy-in from decision makers to truly improve CX: A report from surveying 150 CX professionals

Thematic

Getting buy-in and commitment for CX initiatives from executive leaders is key when it comes to driving real results for customers, but many CX leaders struggle with this. We surveyed 150 CX professionals to learn about their current role and situation: Are they getting buy-in in their organization?

Finding “Friendlies” And Other Tips For Data Insights Leaders  

Forrester's Customer Insights

In a recent inquiry, a new Chief Data Officer asked where to start. And, wanted to know how to build a community around data and analytics, particularly with a limited budget to hire.

Great Holiday Reads for the ‘Future Thinker’ on Your List

Quadient

The ‘Future Thinker’ is notorious for being open-minded and receptive to new ideas, even when those ideas go against conventional wisdom. . They do not find comfort in the status quo. . They look beyond the moment, rising above the here and now, to consider the big picture and formulate solutions that will change the landscape. For the Future Thinker seeking inspiration, here are three rich resources that should be on the top of their holiday reading list.

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.

TTEC named “UK Employer of the Year” for the second year running at the 2019 GSA UK Awards and runner up “Customer Experience Provider of the Year”

MyCustomer

28th Nov 2019 London, 28th November 2019; TTEC Holdings, Inc. TTEC awarded as employer and CX firm of the year