NICE inContact

FEBRUARY 24, 2021

The pandemic has rapidly accelerated the “consumerization” of health care—patients behaving more like consumers in their healthcare interactions. In a white paper on key industry insights, Deloitte says the consumer has arrived in the healthcare industry sooner than expected. It’s having major impacts throughout the industry, including on the contact centers that interact with those consumers on behalf of healthcare organizations and providers.

Meeting 167

Meeting Consumers Healthcare Contact Center 167

Experience Investigators by 360Connext

FEBRUARY 23, 2021

Customer experience is not a fad or a trend or a buzzy phrase. And yet organizations often treat it like it is. They hang a banner, then ignore it. They announce it as an annual theme, then forget it by February. Or they simply talk about it without actually putting any rigor or discipline or even real goals to it. That’s why the foundational work of defining CX at your organization, through a CX Mission Statement and CX Success Statement , are so critically important to accomplishing real

Communication 178

Communication Tips Customer Journeys Customer Experience 178

Russel Lolacher

FEBRUARY 23, 2021

Email. People hate it. Yet people prefer it because it’s what they know. After a quick Google search of email as an internal communications tool, I found lots of articles about how it should be ditched as a way to engage employees. But upon further reading those same articles, I found the biggest reason they give to get rid of them was because they sucked.

Communication 129

Communication Employee Engagement Fashion Policies 129

GetFeedback

FEBRUARY 21, 2021

From customer service to customer satisfaction and loyalty, here are 14 quotes to motivate you to deliver a great experience.

Customer Satisfaction 286

Customer Satisfaction Loyalty Customers Customer Service 286

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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

Customers

QuestionPro Audience

FEBRUARY 24, 2021

Data cleansing is a vital activity before drawing conclusions from any survey responses and certainly before decision-making. Clean survey data boosts data analysis and helps you uncover relevant information – information that you can base your decisions on. Clean data will also help you save time and cost, leaving you with time to make appropriate decisions.

Survey 195

Survey Data Analysis Measurement 195

Steve DiGioia

FEBRUARY 25, 2021

During the initial business startup phase, providing great customer service may not have been your first thought. Instead, you focused on getting the best location, trendy furnishings, celebrity appearances, and over-the-top promotions that you “knew” would jump-start your business. You thought, “I just gotta get the hip crowd to check out my store.

Tips 189

Tips Training Customer Focused Customer Service 189

Storyminers

FEBRUARY 24, 2021

Storytelling has been around as long as humans have. It’s ingrained in all of us. It’s how we pass down tacit knowledge, teach our children values, recapture ‘glory days,’ and inspire the next generations. Storytelling is not a new phenomenon at all – it’s just that ‘management’ is never looked upon with a storytelling angle. Possibly the first REAL focus on it was down to a series of case studies and articles that the Ivy League Universities showcased, demonstrating how ‘storytellin

Tools 173

Tools Management Leadership Case Study 173

NICE inContact

FEBRUARY 25, 2021

This is an exciting time for contact centers and the customers they serve. Modern technology, such as digital channels and chatbots, has empowered consumers with more control over how they interact with businesses. At the same time, businesses benefit by being able to deliver loyalty-enhancing CX that also increases their ability to effortlessly handle volume swings.

Contact Center 156

Contact Center Chatbots Management Loyalty 156

GetFeedback

FEBRUARY 21, 2021

Everything you need to know about the customer service experience and how to optimize it.

Customer Service 195

Customer Service Customer Experience Customers How To 195

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Communication

Customer Bliss

FEBRUARY 23, 2021

The headlines are glowing: “ Texans Needed Food and Comfort After a Brutal Storm. As Usual, They Found It at H-E-B. ” –The New York Times. “ Opinion: Why H-E-B comes through in a crisis when Texas government doesn’t. ” –The Houston Chronicle. “ Texans are raving about H-E-B as the beloved grocery chain provides food and comfort amid a nightmarish storm. ” –Business Insider.

Leadership 148

Leadership Government Tools Examples 148

Storyminers

FEBRUARY 25, 2021

The post We’ve Seen the Future and You’re Going to Love It appeared first on Storyminers.

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NICE inContact

FEBRUARY 22, 2021

When it comes to planning technology investment, the contact center is thought of as a cost center and unfortunately often overlooked or sold short. When it comes to technology initiatives, it might go unnoticed and underfunded. This creates two issues: a contact center that stays in the past can cost your business a lot of money, and you might be missing out on turning the contact center from a cost center to a profit center.

Contact Center 156

Contact Center Technology System Industry 156

Comm100

FEBRUARY 22, 2021

92% of Canadians are concerned about their personal privacy, and 45% think businesses don’t respect their privacy rights. We live in an increasingly privacy-conscious world, and it’s no wonder. With technology and data so key to our lives, it’s almost impossible to keep tabs on who has our data and what it’s being used for. For any business to thrive, they need their customers to trust them, and to do this, they need to prove that they take personal privacy seriously.

Telecommunications 147

Telecommunications Transportation Banking Airlines 147

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

Retail

eglobalis

FEBRUARY 20, 2021

Customer Experience Five fundamentals to re design AI transformative experience as competitive advantage. The post Five fundamentals to re design AI transformative experience as competitive advantage appeared first on Eglobalis.

Competitive Advantage 167

Competitive Advantage Customer Experience Customer relationships Customers 167

Alida

FEBRUARY 26, 2021

At the La Fleur's Lottery Conclave and Interactive Summit, over 150 lottery organizations, gaming vendors, agencies and research partners gathered for three days to discuss the most pressing issues facing the billion-dollar lottery business. The three-day conference was organized by the trade publication, TLF Publications and attracted some of the leading thinkers in the industry, including May Scheve Reardon, president of North American Association of State and Provincial Lotteries (NASPL) and

Industry 130

Industry Feedback Conference Interaction 130

Calabrio

FEBRUARY 26, 2021

2020 was a time of great change for the contact center. Agents began hosting their frontline communications with customers from home offices – fundamentally shifting how the workforce operates – and many companies finally recognized that new strategies were needed to their customers’ needs at the forefront. To better meet the challenges stemming from the evolving workplace due to the pandemic, Calabrio quickly pivoted its platform offerings to quickly assist customers struggling in response to C

Analytics 130

Analytics Innovation Contact Center Analysis 130

Comm100

FEBRUARY 23, 2021

It’s true what they say: 2020 was a year for the books, and its impact on customer service was no exception. Companies of all sizes had to adjust to everything from the pivot to working from home to navigating rising customer expectations. Others have had to accommodate rapid growth or downsizing caused by the Covid-19 pandemic. While the Covid storm still isn’t over, it’s more important than ever that small businesses create mindful, strategic approaches to customer service in 2021.

Customer Service 130

Customer Service Self Service Social Media Knowledge Base 130

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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

Customer Experience

ShepHyken

FEBRUARY 24, 2021

Reducing friction is all about creating an easier experience for the customer. In my book, The Convenience Revolution , I identify six ways to create convenience. The first, reducing friction, is tied to all five other principles. And, all of them focus on creating convenience and reducing friction for customers. But how about we look inside our organizations and the way we conduct business internally?

Customer Service Training 146

Customer Service Training Innovation System Technology 146

The DiJulius Group

FEBRUARY 24, 2021

5 Quick Tips to Help you Make Price Irrelevant 1) Customer Service Feature Story The Six Components of a Customer’s Experience In order to create brand loyalty and customer evangelists, you must 1) operate at a high level in six distinct areas of business and 2) constantly evaluate your company’s customer service across each category, Read Full Article.

Tips 138

Tips Loyalty Groups Customer Service 138

TechSee

FEBRUARY 23, 2021

3G sunsetting is a significant step in the evolution of wireless communication. Old 3G technology is set to become obsolete as manufacturers and MNOs shift towards 4G LTE and 5G. As this 3G upgrade to 4G shift occurs, service providers will shut off the cellular infrastructure required to operate communication devices on the 3G networks. With an estimated 64 million IoT devices in the U.S running on 2G or 3G networks (over 50% of the total devices), much is at stake.

Self Service 109

Self Service Contact Center Exceptional Customer Service Wireless 109

Wired and Dangerous

FEBRUARY 23, 2021

You take your car in for regular maintenance and your body in for a physical exam. Women get a mammogram; men get a PSA check. The optometrist checks your eyesight; the audiologist your hearing and your dentist checks for cavities. What about the service you provide to your customers? Does it get a regular check-up? Today’s wired and dangerous customers are vain – expecting treatment that telegraphs they are special and unique, not just one of the masses.

Fashion 103

Fashion Innovation Customers Analysis 103

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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,

Tips

ShepHyken

FEBRUARY 26, 2021

This week we feature an article from Jyothi Tulasi, Outreach SEO Specialist at SmartKarrot Inc. She shares a 3-step guide on how to improve the employee experience while maximizing customer engagement. Developing an affiliate marketing strategy comprises multiple aspects. An affiliate marketing strategy needs to be effective, target well and work well for brands and customers.

Customer Journeys 115

Customer Journeys Engagement Strategy Marketing 115

Zeisler Consulting

FEBRUARY 22, 2021

One of my favorite Process Engineering tools is the Five Whys. The basic principle is to consider a problem or imperfection, ask why it’s the way it is, and then ask why that explanation is so. We keep digging (as the title suggests, five times, but your mileage may vary) until we’ve uncovered the true root cause of an issue. The idea here is to work toward better understanding what’s behind a problem rather than simply fixing the facial, obvious symptoms.

Analysis 93

Analysis Report System Travel 93

PeopleMetrics

FEBRUARY 25, 2021

PeopleMetrics Experience Management Platform Roadmap Preview. Learn about the latest changes to PeopleMetrics and how they affect your team. This is a special look at what’s coming soon and what’s recently launched. We highlight: Features we added in 2020. The new features we're adding this year. New and soon-to-be-released features focused on alert notifications, dashboard reports and survey health.

Roadmap 108

Roadmap Management CEM Software 108

ReviewTrackers

FEBRUARY 24, 2021

Reputation marketing is a way of thinking about your reputation in the same way you think about your marketing – the more positive your brand’s reputation, the more growth you can deliver. Companies like Apple get a huge value from their reputation as a user-friendly company that provides great customer experience. Of course, the idea of reputation marketing is nothing new.

Brands 104

Brands Marketing Social Media Sports 104

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Insights

ShepHyken

FEBRUARY 22, 2021

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Carole McCluskey: Create Memories That Count by SMG Events. (CMSWire) Carole McCluskey’s late grandmother once told her that it was easier to remember the dirty jokes than the clean ones, and that is often the case with customer service, too: The bad experiences are o

Ecommerce 138

Ecommerce Customer Service Customer Centricity Retail 138

Vanilla Forums

FEBRUARY 24, 2021

Customer experience, also commonly referred to as CX, simply refers to the experience that a customer has with a business. It’s basically the impression that a customer has about your company based on their interaction history with you, and reflects how the customer perceives your company. But let’s be clear: there is a difference between customer experience and customer service.

Customer Experience 98

Customer Experience Connections Customers Interaction 98

GlowTouch

FEBRUARY 23, 2021

Share this entry Share on Facebook Share on Twitter Share on Pinterest Share on LinkedIn Share by Mail Meet Ashley Edwards, a Customer Engagement Representative at GlowTouch. Though Ashley Edwards has enjoyed being a Customer Service Representative for more than 10 years, she has only been with GlowTouch since June last year. “I love interacting with people, “Ashley said recently.

Sports 98

Sports Customer Service Representative Interaction Meeting 98