MyCustomer

NOVEMBER 12, 2020

Engagement What should be the priorities for restarting CX

Engagement 97

Engagement 97

Helen Dewdney

NOVEMBER 12, 2020

The Complaining Cow’s Ten Top Tips for the Complained Against! Search well and you can find lots of help in improving your customer service and experience, sales etc.

Tips 79

Tips Social Media Management Feedback 79

SMG CX

NOVEMBER 10, 2020

As we enter into a new phase of the pandemic—one of colder temperatures, a potential third wave, and the added threat of cold + flu season—businesses relying on outside service will once again have to adjust operational procedures. Industry Trends Data Science Brand Research

Customer Experience 52

Customer Experience Customers Brands Industry 52

GetFeedback

NOVEMBER 11, 2020

Interview with Matthew Phillip, Marketing Automation Manager at Mylo, a Lockton company, the insurtech leader revolutionizing insurance shopping, about his career in the customer experience space.

Insurance 448

Insurance Marketing Management Customer Experience 448

Advertisement

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

BlueOcean

NOVEMBER 11, 2020

When the world turned upside down in February and March of 2020, no one could have guessed what was ahead. Many of us hit the pause button with the assumption things would return to normal soon. Soon never happened, and so we are left with the question of when and how to get back to business as usual. For companies who outsource (or are thinking about outsourcing) their customer care, there is simultaneously a large degree of uncertainty and urgency.

eBook 266

eBook Customer Care Resources Customers 266

TechSee

NOVEMBER 10, 2020

The discussion around how to reduce customer service costs is not a new one. For decades, service organizations have been proposing innovative ways to cut operational costs in customer service: Let employees bring their own coffee? ??. Eliminate evening and weekend hours? Limit call times to 3 minutes each? Slash the number of technicians per shift?

Self Service 207

Self Service Customer Service How To Contact Center 207

GetFeedback

NOVEMBER 8, 2020

Five key elements to delivering the best mobile UX and how to use customer feedback to optimize the experience.

User Experience 425

User Experience How To Feedback Customer Experience 425

Experience Investigators by 360Connext

NOVEMBER 10, 2020

We’re headed into the final weeks of one of the strangest years: A global pandemic shifted how we worked, socialized, interacted and communicated. Our needs changed to reflect these new realities. Parents juggled working from home with supporting their children’s education. Families dealt with loss and illness. And leaders had to navigate all these changes as they happened, in very real-time ways.

Customer Experience 190

Customer Experience Chief Customer Officer Communication Course 190

NICE inContact

NOVEMBER 9, 2020

Having an extensive network of active partners—and being a partner to other companies—is a critical driver of business success for NICE inContact, as well as for our partners. The company was recently recognized by three Master Referral Partners for our significant contributions to the respective partnerships—and to growing sales—for each.

Sales 158

Sales Company Call Center 158

Advertisement

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

Beyond Philosophy

NOVEMBER 12, 2020

Digital experiences are a crucial part of your Customer Experience , especially during the pandemic. Some organizations are excelling, while others could use some work. No matter where you fall on that spectrum, we have some essential considerations for designing your digital experience in the form of 5 rules. On a recent podcast about these 5 rules, I shared a recent digital experience that was definitely on the “could use some work” side of the spectrum.

Measurement 163

Measurement Chatbots Customer Experience Interaction 163

GetFeedback

NOVEMBER 8, 2020

Using the five dimensions of service quality and knowing how to measure them accurately can help you find actionable ways to improve your customer experience and delight your customers.

Measurement 195

Measurement How To Customer Experience Customers 195

Comm100

NOVEMBER 10, 2020

If you want to offer good customer service, live chat is no longer a ‘nice to have’. Customers expect instant responses to their problems, and with real-time live chat, a company of any size can deliver. In today’s digital-first world, live chat has become the most popular digital communication channel. 46% of customers prefer live chat compared to just 29% for email.

eBook 130

eBook Automotive Software Healthcare 130

NICE inContact

NOVEMBER 13, 2020

The annual Consumer Wave of the NICE inContact Customer Experience (CX) Transformation Benchmark Study dove deep into how the pandemic has shaped the way customers are interacting with contact centers. The study polled more than 2,500 individuals in the United States, United Kingdom, Australia, and Canada during September 2020 – specifically consumers who had communicated with a company through a customer service experience in the last three months.

Customer Expectations 156

Customer Expectations Contact Center Study Consumers 156

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

ShepHyken

NOVEMBER 11, 2020

We’ve all heard the old adage: “It’s better to give than to receive.” That’s what customer service people do. They give and give and give. They help solve problems and resolve complaints. What they get in return—hopefully—is a nice thank you, which, when you think about it, is fairly insignificant , though appreciated, for the work they do. Yes, they are paid for the job they do, but the people who are amazing at this role aren’t doing it just for the money.

Tips 158

Tips Customer Service Training Customer Service Training 158

GetFeedback

NOVEMBER 8, 2020

Simplifying CX YouTube series episode on how to manage customer service during COVID-19 holiday season.

Customer Service 221

Customer Service Management How To Customers 221

Cyara

NOVEMBER 12, 2020

Organizations are constantly looking to improve their customer experience (CX). While the contact center has always played a key role in this, since we’ve been in this global pandemic, the contact center has become the place where consumers interact with organizations. And contact centers depend on complex technology to deliver that great CX. Technology which, from time to time, fails – resulting in issues such as outages, poor voice quality, prompting errors, dropped calls and delays.

Contact Center 128

Contact Center Technology Consumers Interaction 128

NICE inContact

NOVEMBER 11, 2020

NICE inContact has achieved the highest overall position for its ability to execute in the just released Gartner 2020 Magic Quadrant for Contact Center as a Service (CCaaS). NICE inContact has been placed as a Leader every year since this Magic Quadrant’s publication starting six years ago.

Contact Center 156

Contact Center 156

Advertisement

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

Wired and Dangerous

NOVEMBER 9, 2020

This week we celebrate Veterans Day. We deeply thank all those who have made the ultimate sacrifice for their country! We also thank those who served for their service. We both had the distinct honor and privilege to serve our country. Chip is a highly decorated Vietnam War veteran. Several years ago Logan Graves posted the “Rules of Combat” out on his website.

Innovation 113

Innovation Travel Study Customer Experience 113

Eptica

NOVEMBER 13, 2020

Date: Friday, November 13, 2020 Author: Pauline Ashenden - Demand Generation Manager Delivering impactful results from your Voice of the Customer programme. Published on: November 13, 2020. Author: Pauline Ashenden - Demand Generation Manager Understanding changing customer needs is vital if companies are to increase engagement, satisfaction and long-term revenues.

Trends 126

Trends Analytics Interaction Customers 126

One Millimeter Mindset

NOVEMBER 12, 2020

Are you creating an innovative customer retention strategy for what is new and next? (And nowhere near to whatever has been normal.). Consider that retaining yesterday’s clients just may not be the primary focus of this strategy, either. Because the clients who helped you get to where you were yesterday may not have the capacity for innovative transitions.

Customer Retention 126

Customer Retention Innovation Strategy Leadership 126

NICE inContact

NOVEMBER 8, 2020

An ACD is essential contact center technology. Without an ACD, the operation would be in disarray, which is why it is indispensable for every contact center. However, ACD capabilities vary widely across vendors, meaning just because a call center uses an ACD doesn't mean they are reaping all the benefits that the best ACDs can provide. Learn the capabilities of industry-leading ACDs and how those capabilities positively impact operations and customer experience (CX).

Contact Center 156

Contact Center Call Center Industry Technology 156

Advertisement

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

Totango

NOVEMBER 10, 2020

A key component of creating customer success is working with your customer to identify and organize mutual goals into a standardized customer success plan. Outcome success plans focus on capturing mutual objectives, documenting the steps toward achieving them, and sharing information between both clients and your own internal teams—driving interconnectivity and displaying progress through one easily accessed live portal.

Customer relationships 119

Customer relationships Customer Success ROI Customers 119

Talkdesk

NOVEMBER 11, 2020

Organizations worldwide are now waking up to the advantages of moving to the cloud as a strategic decision, not only to keep businesses up and running, but also to boost performance, cut costs and enhance customer experience (CX). For years, contact centers have run on-premises infrastructure, battling the difficulties of scaling operations or updating systems and tools whenever customer demands shift.

Contact Center 123

Contact Center System Software Training 123

eglobalis

NOVEMBER 7, 2020

Customer Transformation: Loyalty & Sentiment Are Your Challenges Ahead , People-centric enterprises will certainly have an advantage – not just today, but also down the road – when it comes to the memories they instilled in employees and customers during the COVID-19 pandemic. The post Customer Transformation: Loyalty & Sentiment Are Your Challenges Ahead appeared first on Eglobalis.

Loyalty 121

Loyalty Customers Customer relationships Culture 121

The DiJulius Group

NOVEMBER 11, 2020

4 Quick Tips to Help you Make Price Irrelevant 1) Feature Story How to Reduce the #1 Cause of Anxiety For most people uncertainty triggers high extremes of anxiety. As human beings, we like predictability in our lives. That is why we check the five-day forecast, so we know how to dress. That is why. Read Full Article. The post How to Reduce the #1 Cause of Anxiety appeared first on The DiJulius Group.

How To 115

How To Tips Groups Conference 115

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

Zeisler Consulting

NOVEMBER 9, 2020

I wouldn’t be a self-serving, self-promoting consultant if I didn’t have a few frameworks to show you, so at the risk of shaming myself and losing my membership card, here’s another one. Over the course of five articles, I’ll get into each of them, but here I’ll lay out what I term the Principles of Good CX. We’ll start with Getting It Right, or GIR.

Consulting 93

Consulting Communication System Course 93

Integrity Solutions

NOVEMBER 13, 2020

The important skills that contribute to sales success are constant, regardless of disruptive external events, but they’ll need to be sharpened and tailored to the changing healthcare environment. Healthcare sales has gone through a number of rocky transitions and disruptions over the past decade. But 2020 has been at a whole other level. As we make our way to the end of this incredibly tumultuous and challenging year, sales teams in pharmaceuticals, biotech, medical device and diagnostic compani

Healthcare 112

Healthcare Sales Social Media Customer Centricity 112

Talkdesk

NOVEMBER 13, 2020

November marked the beginning of the fourth quarter in Talkdesk’s fiscal year. I usually transition to a new quarter focused on what we must accomplish and the action plans to make it all happen. However, as I look toward the end of what has undoubtedly been one of the hardest years of our lives, it’s gratitude that now consumes my thoughts. . In 2021, Talkdesk will celebrate its 10-year anniversary.

Contact Center 111

Contact Center Roadmap Leadership Conference 111