July, 2021

The top five ways to build retail customer loyalty with Salesforce

PK Global

Building retail customer loyalty is no small feat. Beyond delivering high-quality and effective products, retailers must contend with customers who expect an engaging, personalized, and frictionless experience. More than ever, […].

Why empathy is the answer to understand your customers better?

SurveySensum

I have seen many businesses wonder, ‘How can we build better rapport with our customers?’ or ‘How can we ask them to trust us?’ All of this and much more to improve their bottom line. And then they ask themselves, . “Do Do we need to post more on social media?” .

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Understanding Your Customer Journey Solves Problems Before They Arise

Feedbackly

We are going to start with a typical scenario today. You receive negative feedback from customers complaining about your delayed delivery service. For businesses, Insight customer experience Customer journey customer journey managing customer journey map cx touchpoint

Behind the scenes: Onboarding and training our customers from kickoff to implementation

NICE inContact

The success and satisfaction of our customers is our primary focus. The main feedback that the education and onboarding team receive post-training is regarding the positive relationship our customers build with the trainers and onboarding managers they work with.

AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!

These 10 Phrases Will Make Someone’s Day Better

Steve DiGioia

Along with all the responsibilities of your job and the myriad of tasks you must do each day, I want to add a few more things to that list by asking you to use these 10 phrases that will make someone’s day better.

How To 225

More Trending

Uniphore & Jacada Help You Innovate Your CX

Jacada

On July 27th 2021, Uniphore and Jacada signed a definitive agreement according to which the two teams will become one.

Alida Summer ‘21 Release Provides Richer Insights to Elevate CX

Alida

Summer is here, and the Alida team has been hard at work to deliver our third quarterly product release of the year—and it’s a big one! Customer Experience

The 23 Keys to Creating Raving Fans Part 1

C3Centricity

This week we have another guest post from Alan Hale of CMG (Consight™ Marketing Group) in Chicago. Exceptionally, I am publishing it as two separate posts because its length and value deserve the detail and effort he has put into it.

NPS 263

CX excellence award winners stand out in CXone community of winning customers

NICE inContact

Learn more about how CXone’s smart technology, strong partners and deep expertise can be the winning combination for transforming your organization’s contact center and CX. CXone NICE CXone Events General

The Art of Community: Higher Logic & Vanilla Forums Super Forum!

Speaker: Keynote Speaker, Guy Kawasaki, Chief Evangelist, Canva

In its 12th year? Super Forum is the largest and most comprehensive conference for executives, community managers, marketing, membership, and customer success professionals who want to connect, engage, and create better customer and member experiences. And this year, we’re going even bigger as we add Vanilla’s highly regarded Conversations conference into the mix. Register today!

The High Cost of Being Unprepared: How Field Services Can Create a Disaster Recovery Plan

TechSee

2020 and 2021 have been roller-coaster years for businesses, having to respond and pivot from one crisis after another.

System 174

Virtual Journey Mapping Bootcamp: September 2021

Kerry Bodine

Hard-hitting content. Sessions that fit into your workday. Our two-part virtual bootcamp delivers a practical primer on journey mapping that you can immediately put into action for your organization. Part 1: Introduction to Journey Mapping.

3 Ways Employee Disengagement Is Hurting Contact Centers

Jacada

Employee disengagement is rampant in contact centers. Imagine a fire department where two-thirds of the firefighters on duty weren’t ready to respond to a call. How about a restaurant where two-thirds of the wait staff weren’t talking to patrons.

So You're Ready to Try a Discussion Forum?

Alida

This post covers the logistics of getting a discussion forum set up for your community. For more information about what to do once you're up and running, check out our Best Practices for Moderating Discussions post. Best Practices

196
196

Reaching Unreachable Candidates

Speaker: Patrick Dempsey and Andrew Erpelding of ZoomInfo

What is ZoomInfo for Recruiters? Find and connect with the right talent to fill roles fast with more data, basic search, advanced search, candidate and company profiles, and export results. Watch this On-Demand Webinar today to see how ZoomInfo for Recruiters can work to get your talented candidates results.

Why We Must Do the Customer Math and Practice Leadership Bravery

Customer Bliss

I’ve had the great honor of working with Southwest Airlines for many years and spent a lot of time talking to, not only Herb Kelleher, but Colleen Barrett who was the president (now president emerita).

2 Quick wins for digital customer experience transformation

NICE inContact

For more information about modern call center design, download "The state of contact center transformation in the new digital world." It includes insightful information that can inform your digital transformation strategy.

Overcoming the Challenges of Medical Device Support

TechSee

In the medical technology field, manufacturers must provide medical device support for their products across a wide range of settings, including hospitals, urgent care centers, physicians’ offices, nursing homes, mobile units, and even individual homes.

11 Customer Service Leaders We Can All Learn From

Steve DiGioia

Back in 2018, I had the pleasure to interview some of the nicest people I have ever come across. I was amazed at how warm and welcoming they were and their willingness to embrace, support, and welcome me into their fold.

Negative Reviews & Online Feedback Happens - But Where Do You Go From Here?

Speaker: Adam Dorfman, Head of Product Growth at Reputation and Jeremy Shubitz, Director of Marketing at Bosley

Responding to online negative feedback can be challenging. What should you say? What should you not say? Should you even respond? In today's, your customers will be not only your biggest advocates but also your biggest critics. However, negative feedback can offer actionable insights to build a stronger product and customer experience.

Sales Development Representative

Jacada

WE'RE HIRING. SALES DEVELOPMENT REPRESENTATIVE. Sales Development Representative. If you thrive in the thrill of the hunt and celebrate gaining the interest and respect of prospective buyers, then we need to talk!

Sales 207

How L&Q improves customer experience by listening to diverse voices

Alida

Over the last 16 years, the barriers to change between competitors have decreased due to the rapid digitalisation of companies. With competitors being only one click away, having competitive pricing and high-end product quality is no longer enough.

Top 5 Features You Need in a Free IT Ticketing System

Comm100

Customers are everywhere, and they expect you to be everywhere too. If you’re catering to this expectation, you shouldn’t only be receiving support requests from email. You should be receiving them from email, live chat, and social media.

System 141

How our complex company’s contact center responds to every unique customer journey

NICE inContact

Siemens’ customers include businesses from across the spectrum of industry sectors. They range from billion-dollar companies to startups and even students.

How Product Teams Can Leverage Community

Speaker: Scott Baldwin of ProductBoard

Product Leaders, sign up if want to learn how to: - What is product excellence? - How community led and product-led growth can act as success multipliers - How to create a tight and ongoing feedback loop - How to leverage your community members to drive adoption. When: September 21st at 12pm EDT. Register today!

How to Avoid the “Woe is Me” Employee Mentality

The DiJulius Group

Are you fighting “Woe is Me” syndrome? By Dave Murray Many organizations today, regardless of business model or industry, are experiencing the same struggles – customer demand is at an all-time high and staffing is a major issue.

Groups 114

The Shortest Customer Service Keynote Speech Ever!

Shep Hyken

I’ve written about today’s topic before. The idea I’m about to share is really common sense. Even if you didn’t read my past articles or watch my videos about this, you still know and understand it. Yet, it’s worth bringing up again, as I have a new twist on it.

How to Cut Call Center Agent Onboarding In Half

Jacada

How to Cut Call Center Agent Onboarding Time in Half. and Make Every Agent Your Best Agent. August 25th | 11 AM EDT | 4 PM BST. Register Now. Brian Cantor Leading CX Industry Analyst Contact Center Week. Kumaran Shanmuhan CX & Automation Consulting Leader Jacada.

Customer Experience for Insurance Providers Requires a Human Touch

Alida

Eighty-five percent of insurers are deploying customer experience (CX) initiatives throughout the customer journey, according to an IBM study. Yet, 42% don’t fully trust their insurer. So, why aren’t current CX efforts building trust?

Remote Agents and Digital Transformation

Remote agents are the new reality. Happier agents mean a better customer experience and improved CSAT/NPS scores. This new normal brings new challenges for contact centers. Find out what you need to do for your organization to excel. This eBook includes checklists for developing agent empathy and business continuity plans.