Sat.Sep 28, 2019 - Fri.Oct 04, 2019

The CX thought experiment that CEOs must conduct

MyCustomer

Engagement. The CX thought experiment that CEOs must conduct

Could you be doing more to understand your customers?

Eptica

Date: Wednesday, October 2, 2019 Author: Pascal Gauvrit - CTO Could you be doing more to understand your customers? Published on: October 02, 2019.

Ten Strategies for Building Strong Internal Customer Relationships

CSM Magazine

Internal customers are organizational or contracted employees to whom you provide information, products and services. They rely on you to give good service.

Customer Success: A Key Driver for Meaningful Relationship and Sustainable Growth

Strikedeck

Vincent Manlapaz, in an interview with Christina Wong, (Director of Customer Success and Support at Badger Maps), talks about achieving measurable results through authentic , genuine engagements with customers.

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

How Customer Success Managers Can Become An Invaluable Asset for Their Clients

ClientSuccess

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients.

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This is How You Can Tell You’re a Customer Service Professional

Steve DiGioia

In celebration of Customer Service Week (October 7-11, 2019), this post focuses on the customer service professionals who make it all possible. Many hold the title but never seem to accomplish the task. Some tout the certification letters after their name but can’t put their knowledge to use.

Today’s Toughest Marketing Challenge is Not Customer Satisfaction!

C3Centricity

We all know how extremely demanding consumers have become in recent years. The offers of constant innovation and novelty have made us all more impatient and critical. Today we want things better, faster and sometimes cheaper as well.

Why First Response Time Is Not Enough For Your Mobile Customers

NICE inContact

There probably isn’t a more common KPI in customer service than First Response Time (FRT). I’ve asked many people, and even myself, whether FRT is still important in today’s world of mobile customers. The answer is yes, FRT is important. But it is not the end-all of customer service metrics.

How Global Brands use Trust and Transparency to Unlock Valuable Customer Insights

Vision Critical

On September 24, over 100 insights, marketing, product and CX professionals gathered in New York to discuss the current state of customer insights, data privacy and trust and transparency

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

Hip hip, Hooray! It’s CX Day

MaritzCX

Celebrating CX Day 2019 Today is CX day, in which we globally celebrate companies and professionals that create great experiences for their customers and employees.

Why Good Customer Experience Starts With Your Internal Culture

Customer Bliss

How does the diversity of your team affect their output and synergy? In today’s episode, I chat with Leslie McNamara , who is the Chief Marketing Officer and Managing Director in workforce development at Citi Retail Services.

Not Putting All Your Eggs in One Basket – How Businesses Are Allocating CX Funds

NICE inContact

The next year should be one of substantial investment by businesses in their service channels, and that’s great news for their customers.

Crash and Churn: survey reveals the customer service fails that cause attrition

TechSee

The days of long-term customer brand loyalty to brands are over. Today, consumer stickiness is far more dependent upon people’s specific experiences and the level of service they receive.

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How to Cut the High Cost of Contact Center Agent Attrition

Agent attrition has always been a burden on a company’s bottom line. When turnover runs rampant in the contact center, institutional knowledge is lost, productivity drops, the quality of service decreases, and employee engagement and morale go down. This white paper takes an in-depth look at the problem and explains how outsourcing can be used to fix it.

Advice on Adding a Reward Component to Your CX Program

MaritzCX

Recently more and more of our clients are considering adding a significant reward component to their customer experience (CX) programs. This may take place by directly rewarding CX outcomes, or by adding them to an existing reward-based incentive program.

How to Ease the Pain of Scaling Your Contact Center

BlueOcean

Business is booming? Great! There’s nothing we love more than a good growth story. Your revenue is skyrocketing, which usually means your customers are buying more and you’re gaining more customers. Of course, growth spurts often go hand-in-hand with growing pains.

Top Three Myths of Hiring Remote Contact Center Agents

NICE inContact

Business in 2019 looks dramatically different than it did 30 years ago. One of the most significant advancements has been the explosion of remote work opportunities. Hiring remote workers can be a competitive advantage for companies, especially contact centers.

Career Path Advice: 3 Steps in the Evolution of Becoming a CCO or CXO

Customer Bliss

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done.

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

Happy CX Day 2019!

Experience Investigators by 360Connext

Happy CX Day 2019! Customer experience professionals, enthusiasts and change agents around the world are celebrating today. CX Day is all about celebrating our success, learning from our amazing community, and looking to the future of customer experience.

Why Survey Data Collection Is More Important Than Ever

GetFeedback

Survey data collection might not seem like a revolutionary or groundbreaking business practice but in an economy that’s increasingly being driven by customer experience (CX) it’s one of the most important things an organization can do. How else are you supposed to know what your customers think about your product or service? And by think I mean more than just vague concepts like they love it , but more concrete and useful things like: What feature do they value most?

Survey 150

Advanced Chat for CXone: All That and More

NICE inContact

Of all the communications channels, the web chat channel is quickly emerging as the leader in customer satisfaction and as a channel that improves agent efficiency, productivity and engagement.

Reducing Delay Between Feedback & Action with Survey Overhaul

MaritzCX

This article about MaritzCX was originally published by hrdaily.com.au Shortening the Time to Respond to Feedback Despite an already high engagement score, a national employer has overhauled its engagement survey process to shorten the time it takes between receiving and responding to feedback. In effort to connect and compare employee engagement data with data on. View Article. General

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

Humanizing The Customer Experience In Marketing

CloudCherry

Hey, we’re only human. And, when it comes to Customer Experience in Marketing- as in all things- we want people to remember that. “It’s It’s simple. When we talk about humanizing the experience, it doesn’t matter what your discipline is.

Introducing Self-Scheduling for Frontline Employees

Calabrio

As companies embrace digital possibilities to empower their workforce and re-define the customer experience, VP of Product Marketing and Management, Magnus Geverts, takes a closer look at what’s next for WFM. Here, he explores how self-scheduling technology is raising the bar for employee autonomy, ushering in a new era of contact center freedom.

Live Up to a Higher Standard of Service

ShepHyken

A friend of mine recently told me about their bad experience at a restaurant. The server was very nice and extremely apologetic about the problems that happened throughout the evening—but there were still problems. The food took a long time to get to the table.

Hip hip, Hooray! It’s CX Day

MaritzCX

Celebrating CX Day 2019 Today is CX day, in which we globally celebrate companies and professionals that create great experiences for their customers and employees. As companies and professionals, this is a day when we can reflect on the various customer experience milestones that have been achieved this year, and rededicate ourselves to our customer. View Article. General

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

Welcome Aboard! 7 Tips for Building CX into New Employee Onboarding

CX Accelerator

The first days and weeks are so critical when it comes to employee engagement and helping the employees buy in to the mission of their new company.

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No News is No Longer Good News

Heart of the Customer

Domino’s went and spoiled it. And then Amazon made it worse. It used to be that customers were patient and okay with waiting on your processes. Whether shipping a product, going through underwriting, or applying for a loan, we were okay with waiting in the dark. We didn’t like it.

Are You Prepared to Handle a Customer Service Emergency?

Wired and Dangerous

The dinner party was super important because of the particular guests invited. It was one-fifth entertainment, one-fifth showcase, and at least five-fifths big-deal sales opportunity!