Fri.Nov 08, 2019

Guest Blog: Culture Starts at the Top


This week we feature an article by Liliana Petrova who writes about how important the leader’s role is in the culture of an organization. Leadership sets the tone. They are the role models for the rest of the employees.

The Recession is Coming; Will You Be Prepared?

Beyond Philosophy

You turn on the news, and the newscaster says, “There’s a lack of confidence in the stock market,” which we know means that the market is about to drop. However, confidence is a feeling. It’s not an actual physical thing, but, apparently, not having it can be costly for your net worth. .

Study 78

Five Customer Service Strategies That Win

Team Support

Simply put, your business needs customer service strategies that improve their productivity and customer satisfaction. The right strategies help your customers resolve their issues faster and enable your agents to provide better support.

3 Leadership Behaviors That Prove Your Commitment to Customer-Driven Growth

Customer Bliss

As a customer experience leader, you need to have a good understanding of your organization’s culture. The culture is defined by actions, not words. It is consistent behaviors that give people direction on what to “model.”

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.

Using Plain Language & Personalization in the Contact Center for Better CX

NICE inContact

It’s plain and simple, using plain language in customer interactions is good business for your contact center. When you use plain language across the customer journey, you’re offering better customer service. You’re achieving higher first-call resolution (FCR) rates. You’re lowering call volume. This all leads to cost savings in your contact center. Federal agencies are required by law to use plain language.

More Trending

What Affects Customers Perception of Price?

Beyond Philosophy

People know an expensive brand when they see one. They also can spot a discount retailer at fifteen paces. So, why do they get it wrong so often? They get it wrong because of a concept called Price Image.

15 Unstoppable E-Commerce Trends You Need to Watch Out For This 2020

Magellan Solutions

According to data , by the time 2020 rolls in, online sales will hit approximately 4135 billion dollars. To ensure you’re not falling behind, you need to keep an eye with the latest e-commerce trends, as most of them are already changing the world of online retailing.

COPC Standards Committee 2019 Fall Meeting Recap


From October 21-22, 2019, I had the pleasure of gathering with some of the industry’s top minds during the fall meeting of the COPC Standards Committee — the governing organization responsible for the management and expansion of the COPC Customer Experience (CX) Standard.

Workbooks CRM Study: More Than Half of Small and Medium Businesses Have Changed CRM Supplier

CSM Magazine

More than half of small and medium enterprises (SMEs) in the UK have changed customer relationship management (CRM) supplier according to the State of the CRM Market 2019 Report from Workbooks. .

Study 52

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.

Serious About Customer Success? Your CRM is Not Enough!


Serious About Customer Success? Your CRM is Not Enough! Blog Author: Alexander Weihmann. The SaaS model has rapidly changed the software marketplace by lowering the b arrier s of entry and exit for buyers.

Data Activation’s Role in the Future-Proof Tech Stack


Data activation isn’t a standalone solution. It needs to be a foundational part of an integrated martech stack. But what does a martech stack that can truly scale with customer demands and dynamics look like? What is the martech stack that can clear up a marketer’s “traffic jam” composed of?

Data 52

Brands Failing Post-Sale in Latest CX Report


Brands put lots of work in to capturing an increasingly complex consumer base. And they’re experiencing enormous success with strategies informed by next generation AI-powered social analytics. But they’re still failing in a key phase of the CX journey – post-sale.

Set up your company for success with AI-Powered HR Automation

Call Experts

Companies must create dynamic environments to address the ever-changing workforce and its needs. In most situations, the direction and responsibility of this dynamic environment often fall onto the HR department.

Personalized Customer Experience with All-In-One Voice, Video, Chat, Contact Center

Reliable communications are mission critical in today’s business environment. Customers are increasingly selective, and companies compete on the customer experience. Incorporating integrated communications as a key component is driving high returns.

Most Popular and Powerful Combination for Your Contact Center Today: Salesforce + CXone

NICE inContact

We’re making it easier than ever for contact center managers to bring together the most powerful solution to operate your contact center, to drive efficiency and productivity, and to give your agent a streamlined desktop with everything they need in one place.

5 Content Marketing Goals Every Brand Should Have

Smarter CX

According to Content Marketing Institute’s (CMI) 2018 Benchmarks, Budgets, and Trends—North America report , 31% of respondents rated their organization as doing a fair or poor job of aligning metrics with content goals. In fact, CMI also found that only 37% of B2B marketers and 40% of B2C marketers even had a written content plan documented!

Integrated Risk Management: What is it?

Forrester's Customer Insights

I am often asked, “Renee, what is Integrated Risk Management (IRM) and how is it different from GRC?” You are neither misinformed nor are you horribly confused.

Advancing our Investment in the Qualtrics-Salesforce Integration to Accelerate your XM Transformation


Experience Management (XM) is transformational when it becomes part of the day-to-day operations of your business, embedded at every level of the organization.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

Getting Chatty With Bixby (Samsung’s Intelligent Agent)

Forrester's Customer Insights

(With Julie Ask) Last week, Samsung hosted its annual Developer Conference in San Jose, California. Developers sampled the company’s latest offerings for mobile app and web development, the internet of things, and artificial intelligence. Forrester clients may not be familiar with Samsung’s intelligent agent Bixby, but it’s primed to put other better-known agents such as […]. age of the customer mobile technology virtual agents voice technology

Qualtrics XM Institute launches new CX benchmarks


Do you want to find out how your industry ranks for customer experience (CX)? Or perhaps you want to know what the average CX rating is for companies like your own to help benchmark your own performance?