Sat.Jun 19, 2021 - Fri.Jun 25, 2021

Accelerate Your CX Transformation With Collaboration

Forrester's Customer Insights

A chief customer officer (CXO) recently confided to us that “I thought building a large organization would make me more powerful. Now I think it just makes me more vulnerable.” Those words haunted me. Why would a CXO regret building a big team?

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Why Aren't Customer Experiences Improving?

Innovative CX

Despite what industry experts may profess, customer experiences aren’t getting any better. While customers expect immediate answers to their inquiries, efficient order processing and fast shipping, there’s no indication that fulfilling these expectations is improving customer service.

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5 Key Customer Service Metrics and How to Measure Them

Opinionator

Customer service is the hub of your entire business operation. Your customers depend on your customer service staff to help them get certain services and products or solve their problems.

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5 Reasons Not To Ignore the Rants of Your Call Center Agents

Uniphore

You listen to your customers on social media. Do you listen to your customer service employees? We did…You’d be amazed at what we found, or will you?

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How to Run a Successful Voice of the Customer Program

The Voice of the Customer (VoC) is the core foundation of any successful customer experience program. Download this guide from GetFeedback to learn how you can launch a successful Voice of the Customer program that drives return on investment!

The Beginner's Guide to Brand Awareness Survey Questions

Alida

Let’s play a little game. Brand Experience

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More Trending

Do bots speak emoji? You bet they do!

NICE inContact

Customer sentiment analysis is one of many AI-powered solutions that's transforming the way contact centers operate.

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EVE Cortex: The first scalable visual AI assistant in the industry

TechSee

The pandemic was the catalyst that pushed many service organizations to re-think the way they interact with customers.

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The Eighth Time is the Charm: Calabrio Again Named a Top Workplace in Minnesota by the Star Tribune

Calabrio

If the past 18 months has taught us anything, it is that almost everything can change in a matter of days, let alone 365. So, I am ecstatic to say that something that has not changed is Calabrio’s dedication to creating an employee-centric workplace.

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10 RPA Implementation Best Practices to Automate Your Contact Center

Uniphore

Robotic Process Automation (RPA) technology is dramatically improving contact center efficiency and agent productivity.

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How Mature Are Your Digital Experiences? A Step-by-Step Guide to Improved CX

Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.

7 statistics that illustrate the importance of a good call routing strategy

NICE inContact

Contact centers are busy these days with major initiatives. The 2020 lockdowns revealed gaps in contact center resiliency that many organizations are now trying to plug.

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156

The comprehensive guide to mobile app surveys

GetFeedback

Learn about mobile app surveys, including benefits and types, and how they help you collect customer feedback and optimize your mobile experience. Guides

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Transforming Customer Service in a Student’s World – a Q&A with Dawson College

Comm100

The world of higher education is a unique and challenging space. Competition is incredibly tough, and it shows no sign of getting any easier. The majority (86%) of higher education leaders expect competition to intensify.

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How Employee Engagement Drives Change and Boosts Revenue

Alida

To say employee engagement has fallen to the back burner for a lot of organizations is an understatement. Customer Experience Employee Experience

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5 Elements for Building a World-Class Agent Coaching Program

Speaker: Francoise Tourniaire - Founder of FT Works and Omid Razavi - Chief Advocacy Officer at SupportLogic

In this presentation, we will discuss the five elements of building a real-time coaching program using AI-infused workflows that will allow managers and agents to continuously engage and drive more constructive dialogue, resulting in reduced agent burnout and increased employee satisfaction and retention.

Human Trust Breakers: Acknowledge & Prevent These #PeopleSkills

Kate Nasser

Prevent these often unacknowledged human trust breakers for success / happiness in business & life. Kate Nasser, The People Skills Coach™, Author, Leading Morale. The post Human Trust Breakers: Acknowledge & Prevent These #PeopleSkills appeared first on KateNasser.com.

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What is ecommerce experience and how to improve it

GetFeedback

Learn why creating a great ecommerce experience is important for the success of your business and for improving your ecommerce customer satisfaction. Guides

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Companies’ Responses to COVID Provide Insights into Handling a Crisis

Shep Hyken

One of our readers asked me the following question: What is your advice for a company that is struggling during COVID-19? I know, we’re all tired of hearing about COVID-19 and the pandemic. However, there is light at the end of this very dark tunnel.

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How the Touch Screen Age is Negatively Impacting our Customer Service

The DiJulius Group

Today we are all living in the “Touch-Screen Age.” This includes baby boomers as well as millennials, although many think of the younger generation as being the most tech savvy, virtually no one has been left out. Members of every age group now use smartphones, social media, iPads, and computers.

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Top Industry Secrets for Successful Contact Center Scripting

Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc

Scripts have been around as long as contact centers. Scripts attempt to set out an ‘ideal’ path to success on the call, whether that's a sale, a resolved inquiry, or a closed case. While some scripting attempts have failed, AI and Agent Assist technologies can help.

In The News: 3 Stories That Give Insight to Improving Your Customer Experience

Beyond Philosophy

What do the European Super League failure, vaccine passports, and businesses trying to dodge taking political sides have in common. They are all part of three news stories that, believe it or not, give you insight into improving your Customer Experience.

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Is the Net Promoter Score Really So Bad?

Heart of the Customer

So, Gartner predicted that, by 2025, 75% of companies will stop using NPS to measure their customer support program. I’m calling BS. Now, I am a bit jealous, because it’s great click bait.

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Guest Post: Leaders Need to Show, Not Just Say

Shep Hyken

This week we feature an article by Annette Franz, CCXP, the founder and CEO of CX Journey Inc. She writes about how leaders can lead by example and model the change that they wish to see from their employees. How do leaders drive (lasting) change? .

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Lessons We’ve Learned While Returning to Work

SurveyGizmo

Alchemer HQ has Reopened. By the Alchemer HR Team. As Colorado and the Greater Denver area relax Covid restrictions, we have begun welcoming our employees back to our main office. Here are some of the lessons we learned as we reopened. Understand Your Employees: Return to Work.

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How woom bikes Takes an Employee-First Approach to Grow Its Customer Base

Are your employees an untapped source of customer feedback? Watch this on-demand webinar featuring woom bikes to learn how their team improves employee and customer experiences in tandem.

How to be customer-centric in FMCG when you don't own the buying experience

Hello Customer

The old way of selling. Distributing products through supermarkets used to be an easy way of selling for FMCG brands to grow revenue. They had to meet two requirements to generate sales: penetrate the market sufficiently. create enough brand awareness. But the tide is turning.

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Blogger Live Chat: Step by Step Installation Guide

kommunicate

Live chat is faster and the best way for your customers, website visitors to chat with you in real-time. Live chat provides a far better experience than contact forms or communicating through emails. In this post, we will see how you can add a live chat to Blogger.

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5 Ways to Boost Your Customer Support Efficiency

Advantage Communications

Business growth and customer service go hand in hand. After all, the success of your business relies heavily on the satisfaction, loyalty and advocacy of your customers. Happy clients won’t just spend more with your business, they’ll refer you to their friends and colleagues.

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Streamline the Customer Journey for a Better Mobile-First Customer Experience

UJET

As the world begins to reopen post-COVID-19, customer experience is more important than it’s ever been, with 80% of companies saying their core business model needs to go and/or stay digital to remain economically viable.

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Winning Solutions to Keep Contact Center Agents Engaged

Speaker: Adam Saad - Founder & CEO, Tech Stack Advising

In order to keep agents both satisfied and engaged, we must develop a plan that both mitigates these concerns with current agents and halts any potential issues that may arise with new hires. These plans must also take into account the different environments and locations your agents may be working in.