Sat.Sep 19, 2020 - Fri.Sep 25, 2020

4 C’s of CX Culture: How Well is Your Company Doing?

Experience Investigators by 360Connext

What is a Customer-First Culture, and Why is It Important? There are plenty of noble reasons for wanting to create great customer experiences. Each interaction a customer has with your brand is an opportunity to make their day even the slightest bit brighter , which is as meaningful today as ever.

Customer Journey Mapping: A Guide for Businesses

Dhiraj Nallapaneni

Here's how you can start mapping your customer journey

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Be Hungry for Negative Feedback

Zeisler Consulting

The topic of the Voice of the Customer (VoC) has many branches and sub-categories. Just on the topic of surveys alone (which is only a part of VoC), there are tons of thoughts: We discuss things like the formatting of surveys, the proper response rates, how and what sorts of questions to ask, which channel we should use to survey, even whom to survey.

How Do You Deliver Connected Experiences In the New Normal?

GetFeedback

Adapt your CX program to COVID-19 and continue to deliver great connected experiences. 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!

Can Workforce Engagement Turn Your Problem Agent into a Model Agent?

NICE inContact

There’s always at least one in every contact center. The agent that tests your patience, triggers an eye-twitch, elicits some curse words (in your head, of course) and makes your job as a contact center manager much more challenging at times.

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3 Leaders Share How We Can Use Our Power As Individuals to Create Meaningful Change

Customer Bliss

Have you been keeping up with me on my LinkedIn Live conversations? If not, what are you waiting for? As many of us continue to work from home and shift working styles due to the pandemic, I’ve been interviewing practitioners and thought leaders about how we can adapt and continue to show up as our best selves in our roles.

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Boosting Field Service Efficiency with Augmented Reality

TechSee

Field service organizations in 2020 are challenged to continue providing the service excellence their customers expect while minimizing human contact.

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Make it Easy - Give Customers the Support Experience They Expect and Value

NICE inContact

In the first post of this three part series, Effective Customer Service Can be the Key to Small Business Growth, we talked about how small businesses need to protect their existing customer base if they want to achieve meaningful, sustainable growth.

Customer Service Fact #1 – Tip #17

Steve DiGioia

There are many “facts” in business and countless quotes and statistics are tallied-up each year. Two staple examples are “The customer is always right” and “It’s more expensive to acquire a new customer than to keep an existing one”. These are certainly true.

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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!

7 Statistics that Show the High Cost of Siloed Communications

Tricia Morris

In two new research notes, industry analysts warn about the negative impact disparate communication and collaboration tools are having on not just the employee experience – but the customer experience, as well.

How to Make Fans And Increase Customer Loyalty

Zareen Islam

Organizations of all Sizes Can Benefit from these 8 IVR Capabilities

NICE inContact

If CX is the king, then an interactive voice response (IVR) system is the butler that greets the castle visitors. A well-designed IVR, just like a competent butler, cordially greets guests, assesses the reason for their visit, and makes sure they reach their destination.

Following the Shot In

ShepHyken

Much of my life is spent traveling. Lately, I’ve been home more than usual, along with most other people in the era of COVID-19. When I am home, I play hockey three or four times a week.

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.

Don’t Just Drive CX Success, Sustain It

Heart of the Customer

We’re in the homestretch of my series on how to apply John Kotter’s change management work to customer experience! The penultimate seventh step, Sustain Acceleration, is an important reminder that you can’t rest on your laurels.

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Beware of Assumptions About Your Customers

Wired and Dangerous

We were working in Philadelphia and stayed at a chain hotel that did not have the practice of sliding the receipt under your hotel room door the morning you checked out.

CXone: Leading the Industry by Putting Customers and Agents First

NICE inContact

Businesses today are in the unique position of balancing widespread disruption with consistently growing customer expectations. For customers, a tumultuous cultural environment, a public health crisis and economic uncertainty are not valid reasons for businesses to drop the ball on experience.

5 Product-Market Fit Lessons From Fortune 500 Companies

Alon Ghelber

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 Improve CX Survey Response Rates

Wootric

Are you happy with your survey response rate? A low response rate can be a problem because you’re not only missing out on valuable data, but you may be irritating your customers by sending complex surveys at the wrong time.

You're Being Watched: The Financial Impacts of Neglecting CX

Vanilla Forums

Too often, organizations fall into the trap of viewing business value with a money-in, money-out mentality, and as a result, end up putting customer experience on the backburner. This is a big mistake.

Make It Sizzle! 3 Secrets to Unlocking Your IVR for Greater Revenue

NICE inContact

The ability to use AI in your contact center business is growing exponentially. You might be asking yourself, "where do we start?". Learn the secrets of Fortune 200 companies who are using an AI-powered IVR to achieve their KPIs and gain a competitive advantage. AI Advantages of the Cloud Call Center Best Practices Agent Engagement Contact Center Trends & Insights CXOne NICE inContact CXone

Making remote an advantage for your contact center

Talkdesk

A few years ago, a marketer named Scott Brinker coined the term Martec’s Law to explain the dissonance between technology’s exponential rate of evolution and the slower pace at which organizations change. The result?

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 community in empowering your customers, and generating value for your business.

Creating Value for Customers: How to Help Customers Thrive

Totango

Making your customers successful is ultimately about delivering value —you can create value for your customers by placing them in a position to grow their enterprise through the efficient use of your product to meet their business challenges.

Guest Post: 4 Ways to Generate Revenue From Your Contact Center This Holiday Season

ShepHyken

This week we feature an article from Gladly, a customer service platform. Learn how to best prepare your contact center for the holiday season. As the holidays fast approach, many companies are starting to think about how to maximize efficiency within their contact centers. But how can you stay efficient and drive revenue while still delivering radically personal customer service? It may seem impossible to do all of this at the same time, especially as companies are asked to do more with less.

What Vendors Need to Know About The Knot Reviews

ReviewTrackers

If you’re into the wedding business as a supplier, you’ve probably heard of The Knot. As one of the largest online resources for wedding news, trends, information, and inspiration, TheKnot.com helps its users — couples getting married — plan the perfect wedding.

3 ways to bolster remote security by tracking agent activities in real time

Talkdesk

Now that your teams have successfully transitioned and adapted to a work-from-home (WFH) routine, it’s time to consider new strategies to keep business operations running smoothly. One of the primary concerns in a WFH environment is information security.

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.