May, 2021

The Best Customer Experience Needs the Best Agent Experience – Expert Commentary

Comm100

Ten years ago, it wouldn’t have been uncommon to see people switch off merely at the sound of ‘customer experience’ in conversation.

EX and CX: How to Optimize Both Using Employee Insights

Alida

Companies that implement voice-of-employee (VoE) programs are usually in it to improve the employee experience (EX). Employee Experience

How To 130
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Follow the Chain of CX Value to Drive Impact

Heart of the Customer

Done right, CX is a business discipline where organizations thrive by investing in an improved customer experience. That notion is largely accepted, even though it’s not always practiced. The challenge there is knowing where to invest.

ROI 145

New CXone Branding for a New Era of Smart Customer Service

NICE inContact

With NICE, it’s never been easier for organizations of all sizes around the globe to create extraordinary customer experiences while meeting key business metrics. Featuring the world’s #1 cloud native customer experience platform, CXone, we’re a worldwide leader in AI-powered contact center software.

Brands 223

How to Run a Successful Voice of the Customer Program

The Voice of the Customer (VoC) is the core foundation of any successful customer experience program. Download this guide from GetFeedback to learn how you can launch a successful Voice of the Customer program that drives return on investment!

GetFeedback simplifies CX for Salesforce customers with a new integration and a new app

GetFeedback

New Salesforce integration for feedback from digital channels and new GetFeedback app for Salesforce. Product & News

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Live Chat KPIs are Essential – But How Can You Get Agents Onboard?

Comm100

While tracking and measuring live chat KPIs is essential, it’s not always so easy to get your agents to understand why this matters and to get them onboard with your targets. But it’s completely worth the effort.

How Alida Stands Out in a Crowded Customer Feedback Management Market

Alida

As genuine connection between customers and brands becomes increasingly more important, more and more companies are turning to customer experience (CX). After the ups and downs of 2020, CX is a hot topic—and you can tell by how crowded the market is.

Top 10 Customer Service Acronyms to Use Every Day

Steve DiGioia

Great customer service. That’s what our customers want and that’s what we wish to provide. But it’s difficult remembering all the different steps to take to provide it. Thankfully, many have developed useful acronyms to help.

How AI Impacts Contact Center Agents

NICE inContact

Change management is part of every successful technology transformation effort. You can nail the technical implementation, but if the people using the new capabilities aren't on board, your project will struggle out the gate.

How Mature Are Your Digital Experiences? A Step-by-Step Guide to Improved CX

Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.

Driving change through the post-support case interaction survey

GetFeedback

How CX leaders embark on the journey of asking, listening, and acting on customer insights. Articles

The Gig Economy is Paving the Way for Agile Customer Service

TechSee

The Gig Economy – Work On-Demand. In recent years, the world has been trending toward a gig-based economic format.

Join me at Medallia’s Experience 21 Event

Kerry Bodine

On Wednesday, May 19, I’ll be joining forces with my friend and former Forrester colleague Megan Burns at Medallia’s Experience 21 event.

Why You Need Customer Support Software (and How to Get it for Free)

Comm100

In today’s digital world, power rests with the consumer. With so much choice, consumers can jump from one brand to another quickly, and in most cases, easily. Competition is tough and loyalty is precarious.

5 Elements for Building a World-Class Agent Coaching Program

Speaker: Francoise Tourniaire - Founder of FT Works and Omid Razavi - Chief Advocacy Officer at SupportLogic

In this presentation, we will discuss the five elements of building a real-time coaching program using AI-infused workflows that will allow managers and agents to continuously engage and drive more constructive dialogue, resulting in reduced agent burnout and increased employee satisfaction and retention.

Stop the Sick Day Resentment

Steve DiGioia

Tomorrow is a busy day at work. You’ve planned for it, scheduled properly, made the needed operational adjustments, and kept your fingers crossed so that everything will work out as planned. Then it happened…. The first thing in the morning you get a call from one of your key employees.

The digital customer experience is changing. Is your brand on board?

NICE inContact

In the business world, customer experience has long been the focus of many efforts.

Brands 181

Plotting the right (Green)Path: Calabrio Customer is a Finalist in the 2021 ICMI Global Contact Center Awards

Calabrio

Leadership has certainly had its challenges this past year—as face-to-face meetings have been replaced with virtual interactions and team camaraderie turned into sending emojis over chat.

CX maturity playbook: Customer experience strategy

GetFeedback

Actionable insight to uplevel your customer experience strategy approach. Tools

How woom bikes Takes an Employee-First Approach to Grow Its Customer Base

Are your employees an untapped source of customer feedback? Watch this on-demand webinar featuring woom bikes to learn how their team improves employee and customer experiences in tandem.

7 New Technologies to Improve Customer Service in 2021

TechSee

In the last few years, the customer service domain has experienced an awakening with the rising awareness of the benefits of delivering a good customer experience.

How to Sell More to Less People: Essentials of Segmentation

C3Centricity

Denyse Drummond-Dunn · How to sell more to less: the essentials of segmentation. Never miss an episode. Subscribe on Apple Podcasts to get new episodes as they become available.”. . Businesses often make the mistake of trying to sell to everyone. Are you guilty of this? Why is this a mistake? Well, if you try to please everyone you end up delighting no-one. This is why best-in-class marketers work with best-practice segmentations. And targeting the biggest group is not often the best strategy.

How To 202

The Top Challenges in VoC—and How These Industry Leaders Tackle Them

Alida

5 Can’t Miss AI Use Cases for Your Contact Center

NICE inContact

Artificial intelligence (AI) is the latest buzzword in the business world. Organizations are looking to AI to do everything from automating help desk responses to speeding up the development of life-saving drugs.

Top Industry Secrets for Successful Contact Center Scripting

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.

Top 4 Tips to Train Customer Service Agents Remotely

Comm100

If you’ve been forced to transition your whole customer service team into remote workers, you’re not alone. Organizations across the world have struggled with this past year. And while many hope that this will come to an end soon, it might be a while longer until everyone can be back at the office.

CX maturity playbook: Technology and tools

GetFeedback

Actionable insight to uplevel your use of technology and tools for optimizing the customer experience. Tools

Tools 212

Star Ratings and the Need to Improve Consumer Experience

Aveus

A game-changing revision to CMS rules for Star ratings puts Medicare Advantage plans under extra pressure to deliver an excellent customer experience. At Medecision, our solutions and services help health plans improve the consumer experience and increase engagement. By Medecision.

Do You Own the Problem? The Importance of Accepting Accountability Gracefully

Customer Bliss

We’ve all experienced something like this in our lifetime as customers: where parties inside of the company pass us around for resolution, or we get bounced back and forth between partners who both have their own point of view of their accountability.

Why the Future Success of Retail Lies in Customer Experience

Retail’s post-pandemic future: Are you prepared? Download this article by Harvard Business Review (brought to you by GetFeedback) to find out why the future success of retailers will ultimately depend on creating a cohesive customer experience, both online and in stores.