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 143

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 249

AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!

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.

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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

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.

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.

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.

The Art of Community: Higher Logic & Vanilla Forums Super Forum!

Speaker: Keynote Speaker, Guy Kawasaki, Chief Evangelist, Canva

In its 12th year? Super Forum is the largest and most comprehensive conference for executives, community managers, marketing, membership, and customer success professionals who want to connect, engage, and create better customer and member experiences. And this year, we’re going even bigger as we add Vanilla’s highly regarded Conversations conference into the mix. Register today!

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.

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.

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

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.

Reaching Unreachable Candidates

Speaker: Patrick Dempsey and Andrew Erpelding of ZoomInfo

What is ZoomInfo for Recruiters? Find and connect with the right talent to fill roles fast with more data, basic search, advanced search, candidate and company profiles, and export results. Watch this On-Demand Webinar today to see how ZoomInfo for Recruiters can work to get your talented candidates results.

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.

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

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 203

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.

Negative Reviews & Online Feedback Happens - But Where Do You Go From Here?

Speaker: Adam Dorfman, Head of Product Growth at Reputation and Jeremy Shubitz, Director of Marketing at Bosley

Responding to online negative feedback can be challenging. What should you say? What should you not say? Should you even respond? In today's, your customers will be not only your biggest advocates but also your biggest critics. However, negative feedback can offer actionable insights to build a stronger product and customer experience.

How PUMA used multi-dimensional customer feedback to drive a digital transformation

GetFeedback

PUMA revamped their digital customer journey with GetFeedback to improve their online experience and increase revenue. Learn how you can implement GetFeedback today! Customer Stories

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.

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

Alida

Security and Ethics of Contact Center AI: When is AI Creepy?

NICE inContact

AI can yield significant benefits when it's used properly and ethically. Applying AI in the contact center can improve accuracy, efficiency, and the customer experience. If your organization doesn't use AI yet, it's probably just a matter of time.

How Product Teams Can Leverage Community

Speaker: Scott Baldwin of ProductBoard

Product Leaders, sign up if want to learn how to: - What is product excellence? - How community led and product-led growth can act as success multipliers - How to create a tight and ongoing feedback loop - How to leverage your community members to drive adoption. When: September 21st at 12pm EDT. Register today!

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.

1Habit of the World’s Greatest Leaders

Storyminers

How did you meet Steven Sambliss? He reached out to me on LinkedIn about two years ago. He was researching a virtual training concept and looking for funding. The original concept was a year or two early, then the pandemic hit.

How to Leverage Employee NPS (eNPS)

GetFeedback

Why employee NPS surveys are valuable for your business and how they can help provide an accurate measurement of employee satisfaction. Guides

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Closed-Loop Culture or Closed-Loop Process?

Horizon CX

In today’s world of surveys and Net Promoter Systems, the term “closing the loop” or “closed-loop process” have become common terms in many organizations. There are roles responsible for closed-loop programs and closing the loop with customers.

Remote Agents and Digital Transformation

Remote agents are the new reality. Happier agents mean a better customer experience and improved CSAT/NPS scores. This new normal brings new challenges for contact centers. Find out what you need to do for your organization to excel. This eBook includes checklists for developing agent empathy and business continuity plans.