Sat.Mar 14, 2020 - Fri.Mar 20, 2020

The 3 Most Valuable Types of VoC Alerts

PeopleMetrics

Taking action on an individual customer response to a survey about a recent experience is the most direct evidence of ROI for VoC programs. Alerts allow companies to recover lost customers, recognize star employees and generate new leads.

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5 Ways To Rethink Customer Experience In The Face Of The Coronavirus

Kerry Bodine

Hoo boy. It’s crazy out there. But you — yes, YOU — have an amazing opportunity to support both your fellow humans and the organization you work for.

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7 Ways to allocate your customer experience resources more wisely

Lumoa

When money is tight and businesses are going through hard times, how can a business properly manage their customer experience management (CXM) resources wisely? We'll share everything you should know about allocating and managing your customer experience program when times are tough. Feed generated with FetchRSS

XM Fireside Chat: XM Leadership With Bruce Temkin And Aimee Lucas

Experience Matters

During this "XM Fireside Chat," Bruce Temkin & Aimee Lucas discuss the leadership required to drive successful Experience Management (XM) programs. The post XM Fireside Chat: XM Leadership With Bruce Temkin And Aimee Lucas appeared first on Experience Matters.

A Practitioner's Guide to Sustainable Customer Experience in the Contact Center

To make contact center conversations great, you need to set-up the right environment for success. This involves your contact center design, the data you use, and some critical customer-centric capabilities.

The Catalogue of Customer Experience Metrics

GetFeedback

The most popular CX metrics catalogued by purpose and best use case. Guides

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Contact Center Call Recording: What you need to know

NICE inContact

Contact centers have been using call recording for years, and consumers have come to accept and expect to hear the words “ this call is being recorded for quality and training purposes” when calling in. Call Center Compliance Call Recording Contact Center Trends & Insights Call Center Best Practice

XM Fireside Chat: XM Leadership With Bruce Temkin And Benjamin Granger

Experience Matters

During this "XM Fireside Chat," Bruce Temkin & Benjamin Granger discuss the path to Experience Management (XM) maturity. The post XM Fireside Chat: XM Leadership With Bruce Temkin And Benjamin Granger appeared first on Experience Matters. XM - Experience Management

5 Ways to Prove Your CX Metrics Are Impacting Business Results

GetFeedback

How to connect your CX results to the overall performance of your organization. Articles

Innovative Lessons from the Miracle Mets of 1969: Part 3 of 3

MaritzCX

This is the final post in a 3 part series. Read the first two parts: Part 1 | Part 2 How the Worst Team in Baseball History Innovated to Win the World Series 50 Years Ago A Nostalgic View of Baseball The 2020 baseball season will shortly be getting underway in the wake of some. View Article.

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.

5 Reasons Why Business Process Outsourcers are Transitioning to Cloud

NICE inContact

With contact centre BPOs around the globe migrating from on-premise to cloud technology, competitive organisations are left asking: is my BPO next?

Are You Still Using The Marketing 5Ps? Move To The Improved 7Qs.

C3Centricity

Marketing is a great profession and the marketing 5Ps is the code by which we live. I’ve worked in or with marketing teams for almost my whole career and I am passionate about brand building. From the outside, others see marketers as those who come to work late and seem to party all night.

The Top 4 Customer Loyalty Metrics

GetFeedback

How to measure customer loyalty across your customer experience program. Articles

How to Keep Your Customer Experience Momentum

Experience Investigators by 360Connext

We are faced with unprecedented challenges. Not just our organizations, but our whole world. We toss around terms like social distancing and pandemic in ways we couldn’t have imagined a few short weeks or even days ago.

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Why Community is a Strategic Asset Against Your Competitors

Speaker: David Spinks, Founder of CMX and VP of Community at Bevy, and Adrian Speyer, Head of Community at Vanilla Forums

Join Vanilla Forums as Founder of CMX and VP of Community at Bevy, David Spinks, and Head of Community at Vanilla Forums, Adrian Speyer talk about how the best companies in the world are building strong cross-channel communities to successfully protect their most valuable assets: their customers, partners and stakeholders.

Senior Engineering Manager on a Lifelong Career as a Woman in Tech

NICE inContact

Today’s software engineers are far from stereotypes. At NICE inContact, we take pride in the fact that innovation and technical prowess comes in all genders, ethnicities, religions, etc.

How have the Americans reacted to the coronavirus?

QuestionPro Audience

The coronavirus (COVID-19 virus) has taken the world by storm, originating in China and spreading rapidly across continents. China alerted the WHO on the 31st of December 2019 about an unknown virus causing unusual pneumonia among the residents of Wuhan, a port city in the central Hubei province. .

The Top 3 Customer Experience Metrics

GetFeedback

The top CX metrics—NPS, CSAT and CES—and how to use them successfully. Articles

Giving Employers a Pulse on Employee Needs During COVID-19

Vision Critical

New COVID-19 Survey Template and Unlimited Use of Ad-hoc Surveys to Employees for All Customers for 90 Days. Employee Engagement

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Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

Contact Center Agent Training: Key to Engagement and Customer Experience

NICE inContact

We’ve all heard it a hundred times before – “Happy agents make happy customers.” And it’s become a contact center mantra for good reason – a recent Gartner Survey indicated that 86% of customer experience execs point to Agent Experience (AX) as the single greatest factor impacting CSAT!

AI Chatbots in the Contact Center – Help in a Crisis

Comm100

In the past few weeks, I’ve been reaching out to contact center managers to find out what key problems have been brought on by the coronavirus pandemic , and how they are dealing with them.

6 Ways to Provide Meaningful CX During a Global Crisis

GetFeedback

How companies can show empathy and deliver meaningful customer experience needed during a global crisis. Articles

How To Promote Customer Loyalty in the Age of Complexity

Jacada

Conventional wisdom accepts it’s cheaper to keep existing customers than to get new ones. Then why is it companies pay so little attention to creating brand loyalty? Treating your customers right and giving them what they want should be a no-brainer. Read More. Jacada Blog

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.

What Does a Contact Center Emergency Response Plan Look Like During a Pandemic?

NICE inContact

When I dial 211, an automated call message directs me to a kind voice of a contact center agent on the other line that greets me with “how can I help you today?” Like so many, I am looking for clear instructions on what to do during the COVID-19 outbreak. The call center agent has a plan.

AI Chatbots in the Contact Center – Help in a Crisis

Comm100

In the past few weeks, I’ve been reaching out to contact center managers to find out what key problems have been brought on by the coronavirus pandemic , and how they are dealing with them.

5 Ways to Provide Meaningful CX During a Global Crisis

GetFeedback

How companies can show empathy and deliver meaningful customer experience needed during a global crisis. Articles

In this Time of Coronavirus…Let Goodness in Business Prevail. Human and Financial Prosperity Will Follow.

Customer Bliss

In this time of Coronavirus…let goodness prevail, instead of fear. Let kindness and grace be our first instinct. Let trust and respect become translated now into our business lives. These will lead to every kind of prosperity on the other side of this pandemic.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.