August, 2020

The New Qualities for Customer Service Excellence

C3Centricity

The current pandemic has clearly highlighted those companies who care about their customers and who provide them with customer service excellence. If you claim to be customer centric are you sure you’re truly walking the talk and not just talking about customer service excellence?

Personas, Interviews, Data & More: How to Know Your Customer

Experience Investigators by 360Connext

Does Your Organization Agree on Who Your Customer Is? My workshopping and consulting leads me to work with a wide range of clients with all sorts of goals.

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5 Keys to Hiring Customer Service Frontline Reps During COVID-19

Customer Bliss

This is a guest post from Niraj Ranjan, CEO & CO-founder of Hiver – a Gmail-centric customer service solution. At Hiver, Niraj is responsible for defining the vision and strategy of the business. With over 1500 customers across 30 countries.

How to Calculate Your Net Promoter Score (NPS)

GetFeedback

NPS calculation formula and interpretation of data. Articles

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

Cultivating Trust in Times of Change: An Interview with Jeanne Bliss & Erin Fenn

IntouchInsight

Highlights from a recent interview with Jeanne Bliss of Customer Bliss and Erin Fenn of Intouch Insight on listening to hear, humanity, and how to grow your customer experience practices to earn trust

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More Trending

I am Generation Z and I Don’t Want to Talk to You

NICE inContact

Generation Z can barely remember a world pre smartphone and are thus more likely to quickly adapt to digital changes, especially when faced with a major disruptor like COVID-19, compared to their older counterparts.

Engaging owners through feedback tools

Customercount

View or download the presentation by Lisa Kobek from CustomerCount® on why resorts should be focusing on owner engagement with feedback tools at this difficult time for the hospitality sector. The post Engaging owners through feedback tools appeared first on CustomerCount.

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Three Lessons From Leaders on Adapting During the Pandemic

Customer Bliss

Over the past few months, I’ve been hosting live interviews with a range of C-Suite leaders on my LinkedIn and Twitter.

How to Deliver a Seamless Customer Experience in the New Normal

GetFeedback

How to rethink your omnichannel CX strategy for 2020 and onward as a response to the COVID-19 pandemic. Guides

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

How to Build Customer Trust: 4 CX Leaders Share

Experience Investigators by 360Connext

Trust is a core factor in facing the future of CX. There are known challenges and many, many unknowns in the months ahead. Customers are figuring out the “next normal” and what that means to their daily experiences.

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Guest Post: How to Enhance Customer Experience Through Change

ShepHyken

This week we feature an article by Ricardo Saltz Gulko, managing director and co-founder of Eglobalis. He shares 5 habits of companies that went through dramatic transformation and still managed to improve the customer experience.

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Moving to the Cloud is Imperative for the Contact Center – The Latest Expert Analysis

NICE inContact

NICE inContact has been recognized as a leader in a new report from Forrester Research.

What a Customer First Strategy Means Post Pandemic

C3Centricity

Denyse Drummond-Dunn · What a customer first strategy means today. Never miss an episode. Subscribe on Apple Podcasts to get new episodes as they become available.”.

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

Q&A From My CXPA Webinar: From Journey Mapping To Journey Management

Kerry Bodine

On Wednesday I presented a webinar with the Toronto Customer Experience Professionals Association. We got a ton of great questions about the content I presented. So many, in fact, that I didn’t have time to answer them all on the webinar itself.

The Ultimate Guide to Employee Experience

GetFeedback

How to run a successful employee experience (EX) program that also empowers teams to provide better CX and improve the bottom line. Guides

Customer Service vs. Customer Experience: What is the Difference

Lumoa

Customer service and customer experience are vital for long-term business success. Customer service is an important piece of your overall customer experience, and customer experience is the key driver of customer loyalty. Feed generated with FetchRSS

WFM in the Palm of Your Hand: The Calabrio ONE Mobile App

Calabrio

Workforce managers need a better process to communicate with agents about events impacting their schedule.

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The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Call Center vs. Contact Center - 17 Differences You Should Know About

NICE inContact

What do you call an operation that provides customer service? A call center? Or a contact center? Many people refer to everything as call centers, similar to how some refer to all facial tissue as Kleenex and all soda as Coke.

Going Beyond the Survey

Vision Critical

A Q&A with Crystal Miceli, Vice President of Products. Q: Don't companies have enough data now in existing systems to know how customers feel without asking with an NPS survey?

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Embracing Change: The Service Design Global Conference Goes Virtual

Kerry Bodine

It’s the time for service designers from around the world to connect.

A New User Interface to Simplify CX

GetFeedback

We’re excited to announce a brand new user interface (UI) thoughtfully designed with our customers in mind. Product & News

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Customer Communities Elevate the Customer Experience

Speaker: Rachel Happe

An online community is an increasingly vital part of many leading companies’ support strategies. Creating a branded place where your customers can ask and answer questions, interact with each other, and search for the information they need is a great way to decrease the burden on your staff and allow them to focus on the customers that really need their help. Join us at 9:00 am EST on Nov 18th for this talk by Rachel Happe, founder of industry-leading strategists, The Community Roundtable. You will learn the effectiveness of the community in empowering your customers and generating value for your business.

Address the Argument the Right Way

Steve DiGioia

Always address the point of the argument, NOT, the emotions attached to it. Example: John is upset that his suggestions for improvements to an upcoming project weren’t adopted, so he vents his frustrations about being overlooked or undervalued.

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Celebrating Sharon Jones, National Debt Relief—SWPP’s WFM Professional of the Year!

Calabrio

Last week, we announced two Calabrio customers were named finalists in the Society of Workforce Planning Professionals’s (SWPP) “2020 Workforce Management Professional of the Year Award” program. And one of them— Sharon Jones of National Debt Relief (NDR)—WON!!

Top 10 Contact Centre Challenges for Small Businesses

NICE inContact

The ‘new normal’ still feels far from normal and contact centres now need to look at building a solid foundation for a work-from-home model, one which addresses technology needs and environment specifics like security and reliability.

Use SMIRC Goals to Define Customer Experience Outcomes

Experience Investigators by 360Connext

You’ve heard of SMART goals… But what about SMIRC goals? It’s not uncommon in my experience coaching, consulting, and workshopping with business leaders to come across goals that are vague, impossible to quantify, or otherwise unhelpful.

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.