August, 2021

23 CX statistics shaping the new reality

MyCustomer Experience

2Your customer experience has changed and there’s no going back to how things were. You know the narrative for the past year because you’ve. 6th Sep 2021. By John Aves Chief Executive

The True Cost of Employee Disengagement in the New Normal

Uniphore

Demanding callers. Complex processes. Impossible expectations. These are some of top contact center pain points driving employee disengagement today.

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The Year of CX Data Shifts Into Overdrive

Heart of the Customer

Do you feel it? That rumbling beneath your feet? It’s a seismic tremor that’s changing the CX landscape. Back in December, I predicted 2021 would be The Year of CX Data. This summer we’re seeing that play out on an even grander scale than I expected.

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Start with Hiring People Who Show Humanity at Work

Customer Bliss

A little while after Indra Nooyi was named the CEO of PepsiCo, she traveled home to India to visit her mother. The morning after she arrived, piles of visitors began pouring into her mothers’ home.

Discovering Successful Scripting for Your Contact Center

Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc

Scripts have been around as long as contact centers. Scripts attempt to set out an ‘ideal’ path to success on the call, whether that's a sale, a resolved inquiry, or a closed case. While some scripting attempts have failed, AI and Agent Assist technologies can help.

The Many Faces of Mystery Shoppers

IntouchInsight

If you've followed our blog you’ll know that mystery shopping is one of the main channels we recommend for customer experience measurement. But who exactly are mystery shoppers can still cause some confusion. Mystery Shopping Virtual Mystery Shopping Customer Experience Measurement

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Digital transformation addresses these 5 top customer expectations

NICE inContact

Did you ever see the episode of “Friends” where the always-principled Phoebe Buffay spends the entire show on hold with her phone company’s customer service? Customer Experience Digital First Omnichannel Contact Center Management

Multimodal User Experience Design Best Practices

Uniphore

Alexa, Siri, Google Assistant—virtual assistants have transformed how we interact with technology and what we expect from it.

Beat Up Ideas, Not People

Kerry Bodine

Yesterday I read a disturbing article in The New York Times about cultural change at Twitter. In a nutshell, Twitter brought in an executive to “revamp Twitter’s design team and make it more diverse.”

Warranty Cost Management: Guarantee Satisfaction & Profitability

TechSee

Product warranty management has become an area of focus for many manufacturers. When a product breaks or does not function properly, the OEM is typically liable for the repair, replacement, or refund of that item according to the terms of the warranty.

2022 Contact Center Buyers' Guide

As contact center needs and pain points have evolved, so have contact center buying processes. This guide focuses on the key areas that contact center leaders should address to help achieve their operational and financial goals, including what questions to ask to drive optimal performance.

The 23 Keys to Creating Raving Fans Part 2

C3Centricity

This is the second part of “The 23 Keys to Creating Raving Fans” post by Alan Hale from CMG (Consight™ Marketing Group) in Chicago. As mentioned last week, you can download the full white paper HERE.

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Streaming Providers Use Voice of Customer (VoC) Insights to Improve CX

Alida

There’s no doubt about it: The pandemic turned media streaming from a rising star to a consumer staple. Customer Experience Media & Entertainment

Personalized customer experience: Create great customer service with what 60% of customers expect

NICE inContact

A couple of years ago, my wife, two daughters, and I took to the high seas aboard a Disney Cruise along with Elsa, Mickey, and all the other who’s-who of Disney favorite characters. Customer Experience Contact Center Management Omnichannel

CX Tech Top-ups: Three feature updates!

IntouchInsight

As summer is winding down and we start to look ahead to the fall, our teams have been working to release continuous enhancements that will make it easier to get more from the tools you use everyday! This month, we have launched several new features across LiaCX® and IntouchSurvey™.

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Winning Solutions to Keep Contact Center Agents Engaged

Speaker: Adam Saad - Founder & CEO, Tech Stack Advising

In order to keep agents both satisfied and engaged, we must develop a plan that both mitigates these concerns with current agents and halts any potential issues that may arise with new hires. These plans must also take into account the different environments and locations your agents may be working in.

4 ways to create the perfect retail experience

GetFeedback

Notable trends in consumer preferences that will influence how retailers run their CX programs. Articles

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10 Actions to Bring Your Team Into Your Confidence Zone

Steve DiGioia

Who cares what your employees say! The opinions of your employees don’t matter. Really. They don’t. You prove this each day by your actions. You continue to leave them in the dark about upcoming actions and decisions that affect them. You do little to address their concerns. Now, they question you.

QuestionPro Audience’ quick sample. Insights for $1 only!

QuestionPro Audience

Pay only $1 per response with Quick Sample. Have research budgets ever stalled your study before? Gathering audiences online can get expensive and time-consuming, leaving researchers to compromise on the sample size they initially set.

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More Than Just a Survey Platform: BDG Partners with Alida

Alida

For BDG, impactful relationships with Alida is the key to their survey success. Brand Experience Media & Entertainment

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How to Inspire and Empower Contact Center Agents Through Collaborative Coaching

Speaker: Kate Nasser, The People Skills Coach™

Collaborative coaching truly guides agents to connect authentically to customers better each time. Join Kate Nasser, The People Skills Coach™ & Author of Leading Morale to understand how call center agents get the most out of collaborative coaching.

Roundup: 18 free call center training resources for digital-first agents

NICE inContact

Raise your hand if you owe a few contact center agents apologies for how you treated them before you worked in customer experience. Call Center Best Practices Customer Experience Agent Engagement

Live Chat Benchmarks: How Does Your Team Compare?

Comm100

Customer service expectations have hit all-time highs. For companies to remain competitive, it’s now necessary to provide fast, personalized, customer-centric support – even more so while face-to-face service isn’t possible.

Alliander Uses Visual IVR to Improve Millions of Interactions

Uniphore

Alliander Uses Visual IVR to Improve Millions of Interactions. With more than 3 million utility customers, the Dutch utility provider Alliander is constantly inundated with customer queries.

Simple Yet Effective Ways to Enhance the Experience of Your Customers

Steve DiGioia

Last weekend, my wife, daughter, and I spent a lovely afternoon at a local farm, which also happened to be hosting a food truck festival at the same time. Of course, we ate too much but at least we got some sun on our faces and a day in the fresh air.

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Sustaining Employee Engagement in the Contact Center

Speaker: Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC

Join Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC, for best practices and leadership strategies to fortify an economy of compassion and genuine empathy in the contact center.

Are You Prepared for the Great Resignation?

Middlesex Consulting

The Great Resignation combined with the silver tsunami will absolutely challenge all of us who are responsible for building and maintaining our organizations! From the Article Earlier this year, I shared my thoughts on an urgent situation facing industrial business leaders: the silver tsunami.

Integrating CX Can Potentially Increase Your Profit by the Millions

Alida

It is a widely accepted fact that a happy customer is a returning customer. Someone who has enjoyed your service (in-store or online), product, and price are more likely to buy from you again and more importantly recommend you to their friends and family.

5 ways to improve customer satisfaction scores using customer empathy

NICE inContact

Simply put, applying customer empathy means understanding and integrating your customer’s expectations. And lucky for you, we’ve outlined what that looks like with help from three industry experts in the eBook, “Cultivating a future-proof customer journey strategy.” Get your copy now.

How to Train Your Agents for an Omnichannel Customer Service Strategy

Comm100

As storefronts have evolved, so too has customer service. Now more than ever, customers are empowered to expect more from businesses and get more in return. Customers expect flexibility across channels and a consistent experience no matter how they reach out.

How to Leverage AI to Drive A Better Human Experience for Your Customers

Speaker: Adam Cutler, Co-Founder of IBM Design, IBM Distinguished Designer, AI Design

AI is about helping us be the best version of ourselves. When will AI comprise the whole CX sector & people won’t connect with real customer concerns? Join Adam Cutler, Co-Founder of IBM Design, to learn why it’s quite the opposite.