Sat.Oct 16, 2021 - Fri.Oct 22, 2021

Customer satisfaction is the key to success and the contact center plays a vital role

NICE inContact

In 2021, customer satisfaction is the competitive battlefront. Businesses today face unprecedented amounts of competition as they try to differentiate themselves on the customer service experience. This is true even of niche businesses.

Customer Experience: Your Superhighway To Business Success

Kerry Bodine

Here’s how I define customer experience: It’s your customers’ thoughts, emotions, and perceptions about their interactions with your organization. These words — thoughts , emotions , perceptions — sound touchy-feely. Fluffy even. And because of that, many execs and organizations still dismiss them.

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How to Reduce Returns: 8 Tried & True Tactics

TechSee

Product returns are a costly proposition for the vast majority of manufacturers and retailers. According to the National Retail Federation (NRF), consumers returned an estimated $428 billion in merchandise – approximately 10.6% of total U.S. retail sales – in 2020.

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A Winning Combination: Unstructured & Structured Data Analytics in Today’s Customer Experience Environment

InMoment XI

Over the last few weeks, there have been several announcements from large tech players in the world of VoC (voice of customer) and CX (customer experience). My name is Melanie Disse and I have over 10 years of industry experience—most recently in a VoC role at Mercury New Zealand.

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The Ultimate Guide to CX Surveys

Customer feedback is essential if you want your business to thrive – it will give you the direction to improve. Discover best practices, how to formulate a great survey, and the best customer experience survey questions to ask, all with examples!

Technology is only the first step. Here are 5 secrets to building a customer-centric organization

NICE inContact

Creating a customer-centric contact center can create some significant, disruptive changes for your employees. Leading them to the end state requires a thoughtful and organized approach.

More Trending

Uniphore Unveils the Industry’s Broadest and Most Comprehensive Conversational Automation Platform

Uniphore

Uniphore completes the acquisition of Jacada and rolls out a powerful platform that will transform the Customer Experience Market. PALO ALTO, Calif. , 2 1 , 2021 [12 AM PST, 3 AM EST ] – Uniphore announced today that it has completed its acquisition of Jacada and is unveiling the industry’s most compre he nsive p latform that will further enable enterprises to transform customer experiences.

The Difference Between Customer Interactions and Customer Experiences

InMoment XI

Recently, a client asked me what we at InMoment thought defines a “customer interaction,” as there had been some debate on the subject within his team. I pondered the subject and brought it back to my colleagues.

Consumer Habits: Aligning Restaurants with the ‘New Normal’

IntouchInsight

As the days get shorter and the weather gets colder, many of us will start turning to our favourite restaurants for some much needed comfort food. But what does the relationship between patrons and food establishments look like within the context of the 'new normal'?

27 Helpful Customer Support Tools and Resources

Help Scout

To get the most out of your customer service team, they need access to the right support tools and resources. Here are 27 to consider. Read the full article

Developing Agent Empathy Through Emotional Intelligence

Speaker: Dave Seaton CCXP, Founder & Principal at Seaton CX

Practicing empathy is a foundation of good customer service and improves customer satisfaction. How do contact center leaders assess, manage, and coach agents to show empathy? Take away exercises and job aids to improve empathy skills starting today.

Interview with Pierre Leurquin, Digital, Data & E-Commerce Director at Christofle

GetFeedback

Pierre Leurquin explains why Maison Christofle has selected GetFeedback to improve its digital customer experience. Customer Stories

A Winning Combination: Unstructured & Structured Data Analytics in Today’s Customer Experience Environment

InMoment XI

Over the last few weeks, there have been several announcements from large tech players in the world of VoC (voice of customer) and CX (customer experience). My name is Melanie Disse and I have over 10 years of industry experience—most recently in a VoC role at Mercury New Zealand.

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Old School Ideas Can Have Big Impact?

Shep Hyken

Many years ago, my daughter and I were in our basement, and she found an old typewriter. She looked at it with amazement and asked, “Dad, what’s this?” I explained it was what we used before computers and keyboards were invented.

How to Create Virtual Energy Thru Weekly Team Rallies

The DiJulius Group

In the new reality, most businesses are realizing they have to offer hybrid, flexible, work-from-home (WFH) models to their employees. Studies show that 60% of women and 52% of men say they would quit if they couldn’t work remotely at least part of the time.

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Driving Business Value with Contact Center and UC Integration

With the growth of hybrid work models and work from home, one thing is more important than ever: integration. But, how are companies leveraging it - both technically and operationally? In this whitepaper, you’ll get in-depth insight into how companies are utilizing integrated platforms in their day-to-day operations, and which success metrics they are measuring. Download your copy now to discover how companies are future-proofing their contact centers as they adapt to remote and hybrid workforces.

How to Optimize Your Survey with SMS & Video Feedback

PeopleMetrics

The world has changed, and the way people communicate has changed along with it. With texting & video chat being more popular than ever, it’s imperative that your customer feedback program keeps up to date on the way your customers want to speak with you. In this PeopleMetrics LIVE!

Visit Sea Sat, the Customer Service Restaurant

Help Scout

Some customer questions are difficult, but that additional effort goes unnoticed outside the team. What if those costs were shared on a menu? Read the full article

Guest Post: 6 Best Business Management Tips While Investing in Customer Experience

Shep Hyken

Grey Idol is the marketing director at altLine by the Southern Bank, a trusted provider of invoice factoring and accounts receivable financing. He shares six ways companies and their brands can deliver an exceptional customer experience.

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Customer Journey Optimization: 2021 Beginner’s Guide

Totango

Customer journey optimization lets you map a path to consistently satisfying experiences throughout client lifecycles. This delivers better service for your customers and better results for your company, promoting higher retention rates and greater motivation for customers to become brand advocates.

2021 CX Trends Report

In this e-book, you’ll discover the origins of CX, the evolution into an actionable tool for customer feedback, and where the future of CX is moving towards.

Execs: It’s Time to Raise Your Expectations!

Heart of the Customer

As I wrote previously, the jostling in the customer experience (CX) technology marketplace over the summer saw Kitewheel purchased by CSG, Usermind purchased by Qualtrics, and Medallia taken private by Thoma Bravo. Then Qualtrics bought Clarabridge, too.

15 Customer Communication Tools to Engage Your Audience

Help Scout

Learn about 15 types of customer communication tools you can use to engage your audience and make the most of your customer relationships. Read the full article

How Discovery Plus Markets Complex Streaming Pptions to an International Audience

Blueshift

The streaming network delivers automatic recommendations and notifications to a large, multi-lingual audience through orchestration platform Blueshift. The post How Discovery Plus Markets Complex Streaming Pptions to an International Audience appeared first on Blueshift. In the News

Three Pillars That Support a Successful Product-Led Go-to-Market Strategy

Gainsight

Leading a go-to-market strategy can feel like a hailstorm. You’re getting drilled with feedback and opinions. A barrage of goals is peppering you from every direction. And all the while, the pressure of launching a successful go-to-market strategy is forming all around.

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!

Annual G20 Scorecard: The link between COVID-19 response and research subject diversity

Clarivate

Our latest Global Research Report from the Institute for Scientific Information examines G20 member countries’ research performance and includes a special analysis of their COVID-19 research.

Call Center Shrinkage : Strategies and Tools for Decision-makers

NobelBiz

Assume your contact centers employs 500 agents to answer incoming requests from your clients. Exactly how many of your company's 500 employees are working?

Blueshift’s Holiday Guide to Email Deliverability Success

Blueshift

Take a deep breath — another holiday season is here. Email service providers and marketers are preparing for the busiest quarter of the year. The post Blueshift’s Holiday Guide to Email Deliverability Success appeared first on Blueshift. AI Marketing CDP Customer Experience

How Device Intelligence Can Fuel Customer-Centric Decisions

Guavus

When I think about how mobile devices have evolved over the last few decades, it is difficult to remember a time before connected devices were everywhere.

Optimizing Your Customer Journey In 2021

You know it’s important to optimize your customer journey, but you’re not sure which part of that journey to focus on. Customer interactions across multiple touchpoints mean it can be tricky to isolate a specific part that’s going to deliver the best results for you - and your customers. Creating a strong customer experience is now one of the most important priorities businesses focus on. Don’t be left behind. Time to take a customer first approach & start looking at strategies you can implement to optimize your customer journey. Download the guide today!