September, 2021

Digital Transformation in Customer Service – The Building Blocks for Successful Digital Transition (Part 2 of 4)

Comm100

As COVID-19 pushed companies and their customers online, digital transformation has taken over the customer service space like never before. In the first part of our series on Digital Transformation in Customer Service , we looked at why businesses can’t afford to ignore digital transformation.

What’s Everyone Talking About in Customer Experience Today?

Blue Ocean

Customer experience is pretty much the hottest topic in the contact center and customer care space these days.

Insiders

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Beyond Remote Support: 5 Ways Your Organization can use Visual Assistance

TechSee

When most service organizations consider implementing Visual Assistance, they mainly focus on how to use the technology to support remote teams in the field or contact center.

How to Humanize Customer Experience & Drive Meaningful Customer Relationships

InMoment XI

There’s a problem with how many businesses view customer experience (CX) data: human beings cannot (and should not) be distilled down to numbers.

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.

Why You Should Use Dashboards for Community & Market Research Programs

Alida

As a result of data overload, dashboards have long been a commonly used data visualization tool for business intelligence and data teams.

More Trending

White Label Chat Service – What to Expect And How to Use For Your Business?

Comm100

The modern consumer is looking for the easiest and quickest way to access your products or services. Any delays in service provision can lead to client loss, decreased revenue, and injured brand reputation.

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Dare to Rethink What’s Always Been Done: A Case Study in Rethinking the Wait

Customer Bliss

Can I please ask: what’s with all the old magazines in waiting rooms? For my whole life (and probably yours), old and dog-eared magazines have been a part of my doctor, dentist and hospital visit experience. Not only are the magazines old, but I also encounter the weirdest assortment.

Waiting In Line At The DMV? A Month With The In-Laws? Find Out What’s Worse Than Dealing With Customer Service

Kerry Bodine

I don’t often run across survey data that makes me literally laugh out loud. But a recent — and somewhat cheeky — study commissioned by the CRM platform Insightly had me rolling in my desk chair. Thirty-one percent of U.S.

Three Tips for Sending the Perfect Email Survey Invitation

InMoment XI

What do you want a customer experience (CX) survey invitation to do? Besides literally inviting someone, you want your invitation to tell the recipient that they’re valued and will also receive something of value if they accept it. Obviously, not every invitation accomplishes that.

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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.

3 Reasons You Should Be Using Mobile Inspection Software

IntouchInsight

Regular operational audits and site inspection are invaluable methods to ensure your brand standards are being executed consistently across your business. But too many businesses are still executing their inspection process using now archaic paper forms. Mobile Forms Operational Audits

7 common customer service failures you can avoid with the right cloud ACD

NICE inContact

In these days of striving for excellent CX, it's important to use every tool available. The best cloud ACDs can help contact centers improve experiences and avoid service failures through sophisticated routing, smart self-service, and providing agents and supervisors with enhanced capabilities.

Digital Transformation in Customer Service: 5 Inspirational Success Stories (Part 3 of 4)

Comm100

Welcome to part three in our series exploring digital transformation in customer service. In this series, we’ve been looking at how digital transformation is helping organizations transition to a digital customer service offering that benefit both them and their customers.

A guide to choosing the right sample partner for research

QuestionPro Audience

Why do you need a sample partner? Sampling helps researchers make inferences about the entire population by studying a fraction of the target population.

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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.

CX Trends: Shifts in Consumer Habits & Expectations

Alida

Over the last year, you probably heard the question “So how are you adapting to the new normal ?” quite a few times. It is a reflection on how the global pandemic has, in some cases, fundamentally changed our everyday lives.

3 Ways CX-Driven Brand Reputation Helps Your Business

InMoment XI

Every business can agree that a sterling brand reputation does wonders for both the customer base and the bottom line—but how can companies build a better rep by leveraging customer experience (CX) tools?

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CX Tech Top-ups for September- Three feature updates!

IntouchInsight

A new month means new product updates from Intouch Insight. We have introduced several new features across our platforms and can’t wait for you to try them out. Customer Experience Management Product Updates New Features

Contact Centres are the ‘Front Doors’ that welcome customers down under

NICE inContact

As the world continues to deal with the coronavirus and other challenges that affect our everyday lives, businesses and their customers agree that staying connected—and finding new ways to connect—is increasingly important for both groups. Contact Center Management CXone Omnichannel

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.

Digital Transformation in Customer Service – Why You Can’t Afford to Ignore it (Part 1 of 3)

Comm100

Digital transformation is by no means a recent trend. However, the past couple of years has seen its importance within customer service skyrocket as companies adopted new technologies to stay connected during the pandemic.

How to Celebrate Customer Service Week (3 Steps)

Myra Golden Media

Download agenda, themes, certificates and more here! Are you still trying to figure out how to celebrate Customer Service Week? After the year and a half your team has pulled your company through, don’t let National Customer Service Week pass without an epic celebration of your front line!

Customer Experience ROI: A Framework for Measuring CX Success

Alida

Honoring the principle “customers as assets” connects volume and value to customer experience ROI and growth. Customer Experience

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True Customer Loyalty Starts with The Basics: Which Of These Are You Missing?

InMoment XI

Every company executive will agree that having loyal customers is a key to business success. But what are executives really doing to encourage customer loyalty?

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.

Consumer Behavior & COVID Adjustments in Convenience Stores

IntouchInsight

After a rollercoaster of a year, Cameron Watt, President and CEO of Intouch Insight, was back and in person at the 2021 Outlook Leadership Conference in Los Angeles!

4 Benefits of integrating CRM for small companies with contact center software

NICE inContact

Small business leaders wear a lot of different hats and juggle multiple responsibilities. CRM Contact Center Management Contact Center Trends & Insights

Evolving Customer Service: Easy Steps to Help Your Customers Through Digital Transformation

Comm100

Technology continues to evolve across all business sectors. Artificial intelligence, machine learning, IoT, and analytics are part of the technology stack that every company has actively started using to enhance productivity and efficiency.

Would Customers Pay to Do Business with You?

Shep Hyken

Think about this … what if you were to charge a customer just to talk to you about what you would sell them? Or, if you own a retail store, a fee to enter the store. What would you have to do for your customers to be willing to pay for the privilege of buying your products or services?

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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.