April, 2021

Words Matter in the CX Profession

Horizon CX

I first wrote and published this blog topic back in July of 2015.

Study 141

Social Media is Bad for Customer Service

Bill Quiseng

Social media is bad for customer service. Whether ranting or raving, customers are telling stories online about businesses whether those businesses are listening or not.

Insiders

Sign Up for our Newsletter

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

At Least Grumpy Old Guys Know What Great Customer Service Is

Steve DiGioia

As I’ve gotten older, I better understand why many “old folks” (speaking from the viewpoint of me as a kid) got so grumpy. They’re tired of dealing with years of B.S. from so many people and have had enough of it.

How to Engage Contact Center Agents in a Hybrid Workforce Model

NICE inContact

A hybrid workforce model isn’t going anywhere anytime soon. Agents are loving the flexibility and comfort it offers. But like anything, it comes with its own unique challenges as you try to keep employees engaged in their positions.

Why Is Patient Engagement Important? | Frontline Group

There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.

Customer Interviews for CX: How to Conduct Interviews & How They Can Make a Difference

Experience Investigators by 360Connext

Customer experience leaders often talk with confidence about their Voice of the Customer (VoC) programs. They boast about how often they survey customers, collect feedback via fancy technologies, and produce reports with color-coded graphs.

More Trending

4 “Global Gurus” Share Their Advice for Customer Experience Leaders

Customer Bliss

Global Gurus’ list for World’s Top 30 Customer Service Professionals for 2021 came out recently, and I wanted to use it as an opportunity to highlight some of my friends and colleagues who are not only on the list, but who have shared their wisdom on my podcast. (And,

Sports 152

Telling Your Story

Storyminers

The post Telling Your Story appeared first on Storyminers. Podcasts

141
141

Hip Hip Hooray! Calabrio Customer is a Finalist for SWPP WFM Professional of the Year

Calabrio

We’ve seen customers creatively step up to the challenges of this unique year—engaging their workforce and delivering on customer service expectations.

6 Solutions to Make Your Digital Strategy Sizzle

NICE inContact

2020 was certainly a year unlike any other. A global pandemic of previously unimaginable extent has fundamentally changed the way we live, work and interact with each other, not only privately but also in a business environment.

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!

Improve Customer Experience in 3 Steps, No Matter Your Budget or Title

Experience Investigators by 360Connext

How important is customer experience in your organization? Most executives now consider customer experience a priority, but so many of them are still not ready to get serious about it.

Sports 153

How CX design can power your CX strategy

GetFeedback

Learn why CX design is a critical component of creating great customer experiences and why you need a CX strategy. Guides

Learn to Apologize to Customers Like You Mean It

Steve DiGioia

The best intentions only get you so far and sometimes, your “best” is not good enough for your customer. They are upset, they are disappointed, and they deserve an apology. And here is where your “best” gets even worse.

Tips 196

Creating Stories to Drive Success in Business

Storyminers

The post Creating Stories to Drive Success in Business appeared first on Storyminers. Podcasts

141
141

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!

5 Must-Read CX Books in 2021

Alida

We’re less than a week away from Alida Activate and we couldn’t be more excited to connect with hundreds of customer experience professionals from around the world and support them on their transformation journey to CX excellence. If you haven’t registered , it’s not too late!

The Neglected Role of Knowledge in Contact Center Conversational AI Systems

NICE inContact

Answering routine questions, assisting contact center agents to handle calls, creating support tickets, checking statuses—conversational AI technologies have transformed all of these contact center tasks.

Top 4 Tips to Nail Social Media Customer Service

Comm100

Social media and customer service have become an integral partner in customer support as social platforms have grown to become a part of most of our daily lives. There are 2.7 billion monthly active users on Facebook and over 1.2 billion on WeChat.

How to respond to positive and negative feedback

GetFeedback

Best practices for collecting and responding to both positive and negative customer feedback. Articles

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.

When Plan Meets Reality: Calabrio Named a Visionary for the Fifth Consecutive Year in the 2021 Gartner Magic Quadrant for Workforce Engagement Management (WEM)

Calabrio

There’s something to be said for planning ahead. But no one was planning for a pandemic. Or were we? . On the surface, Calabrio and our customers were planning for a continued shift to a hybrid workforce, more agent autonomy and flexibility in scheduling.

7 Questions with Mike Wittenstein

Storyminers

What have you found most challenging as a leader of a small or medium enterprise? Since I work primarily in professional services, the hardest thing is knowing what my future clients need. If I don’t know that, it’s hard to position our services and reason for purchase properly.

Alida Spring ‘21 Product Release Fuels a Holistic Customer View

Alida

The excitement in the air is palpable. It feels a bit like a marathon where you know you still have miles and miles to go, but you have a tailwind and you’re drafting behind some strong runners. But the thing is, a marathon has a finish line at exactly 26.2 miles from the start.

A Fresh New Start - Build the Small Business Call Center You’ve Always Wanted

NICE inContact

Call centers can be management-intensive, especially when they use outdated software. Antiquated call center technology can prevent you from meeting your CX goals, frustrate your agents, cause you to overrun your budget, and make the call center an internal punching bag.

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!

How to Measure the Success of your Live Chat Customer Support Team

Comm100

As easy as it is to support customers with live chat, live chat customer support operations should never be run blindly. Knowing how your team is performing is the key to delivering great customer service.

Shopping cart abandonment

GetFeedback

Simplifying CX YouTube series episode on how to battle shopping cart abandonment. Videos

How To 195

4 Reasons why your Customer Service Needs to be a Profit Generator

TechSee

Is customer service a cost center or a profit center? If you answered ‘cost center’, right now is the perfect time to challenge that assumption. Read on to learn four reasons why this is the case – and how to make the shift within your company.

Become a Storyminer

Storyminers

The post Become a Storyminer appeared first on Storyminers. Podcasts

141
141

Customer Perceptions of the Community Experience

Speaker: Mike Ellis, Vanilla Forums Marketing Manager

What do your customers actually want? In a land of ever-changing customer behaviors and expectations, brands need to understand the experiences customers value the most, and how these can impact their business outcomes. Join us on May 26th at 12 EDT for an in-depth discussion led by Vanilla's Marketing Manager, Mike Ellis. Mike will walk you through this research and guide you on community usage in terms of the most valued customer experience aspects.