Sat.Jun 12, 2021 - Fri.Jun 18, 2021

How Employee Engagement Helps Drive Customer Experience

Alida

An engaged workforce is the key to a better customer experience (CX). When you have highly engaged employees behind your business, research shows you’ll outperform the competition by nearly 150%. Plus, you’ll likely see 10% higher customer satisfaction metrics.

4 Marketing Strategies to expand your CX Strategy

SurveySensum

Give customers a positive customer experience and they will buy more. They will remain loyal. Your revenues will skyrocket. You must have heard this countless times. But, what no one talks about is, how to deliver that positive customer experience?

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Smart CRM Basics: Why Customer Intelligence?

Optimove

What many marketers work on achieving is bringing customer data from separate platforms all into one place. This allows them to gain a clearer picture of their customer’s story – and then take action (hopefully) accordingly.

Customer-centric vs. product-centric mindset

GetFeedback

Simplifying CX YouTube series episode on how to become customer-centric. Videos

Top 5 Reasons to Move to the Cloud

Hybrid or 100% cloud? The choice is yours. With comprehensive security, unmatched scalability, cost certainty, and guaranteed reliability, a cloud-based contact center solution will serve your customers 24/7 without the operational headaches and cost issues of an on-premise solution. Download Enghouse's eBook today and learn the top reasons you should move to the cloud!

With modern customer service management software, everyone wins

NICE inContact

Software that can benefit customers, employees, and businesses, sounds a little too good to be true, but that's exactly what modern customer service management software is capable of.

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Top 4 Goals & Solutions for Better Customer Service via Facebook

Comm100

There are over 2.8 billion monthly active users on Facebook , and counting. Chances are high that some of these users are your customers, and whether you’re aware of it or not, those customers are actively seeking support via social media.

How to collect customer feedback in ecommerce

GetFeedback

This guide will walk you through asking for, and then acting on, ecommerce customer feedback for your business. Guides

Beginner's guide to robotic process automation (RPA)

NICE inContact

Robotic process automation is one of many ways artificial intelligence can be used beneficially in contact centers. RPA can automate repetitive tasks, which makes agents' jobs more engaging, increases contact center capacity, and improves accuracy. Other AI solutions can yield similar benefits.

3 Ways to Boost FCR and Reduce Customer Churn With AI & RPA

Jacada

3 Ways to Boost FCR and Reduce Customer Churn With AI & RPA. Get It Right The First Time - Every Time. Few KPIs have a bigger influence on the customer experience than First Call Resolution (FCR). When customers call in with an issue, they expect it to be solved then and there.

Plugging Your Community Into the Customer Lifecycle

Speaker: Nichole Devolites, Customer Experience Expert, SecureAuth

Customer experience professionals understand the importance of both creating and maintaining easily available programs that improve CX. Nichole Devolites is joining us for a webinar on July 27th at 12 pm EDT to discuss how CX professionals can integrate and connect their communities with the customer lifecycle. Register today!

Technology Certainly Has Its Merits, But… – Tip #34

Steve DiGioia

Many companies fail to take the human factors into consideration. My belief is that any business must “ always do what’s in the best interest of the customer ”. You’ve heard me say that countless times on my blog. Technology Certainly Has Its Merits, But….

CX maturity playbook: Culture

GetFeedback

Actionable insight to uplevel and transform the CX culture in your organization. Tools

5 ROI-Based Strategies Proven to Drive the Adoption of Visual Assistance

TechSee

Visual Assistance is Powerful – If Adopted. Visual Assistance is an increasingly popular technology that enables enterprises to provide remote support to end users.

10 Agent Superpowers That Reduce AHT and Boost NPS

Jacada

10 Agent Assist Superpowers That Reduce AHT and Boost NPS on Day 1. ??? You probably already think enough about Average Handle Time, or AHT for short. Maybe even a little too much. AHT is the average length of time it takes an agent to complete a call.

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5 Reasons to Consider Managed Services for Cloud Contact Centers

Learn how cloud-based solutions and a managed services approach can reduce costs. Give your contact center the flexibility and scalability it needs to meet ever-changing demands!

046: The Relationship Economy (Part 1)

The DiJulius Group

On this week’s podcast, it is Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy who interviews John DiJulius on his latest book The Relationship Economy: Building Stronger Customer Connections in the Digital Age.

How to improve customer experience in ecommerce

GetFeedback

Learn how to provide customers with a great ecommerce experience and discover ways to optimize your website. Guides

Revealing Change Makers’ Secrets

Heart of the Customer

As regular readers have probably noticed, I’ve been referencing the massive research project we undertook last year often in recent blog posts, especially while sharing learnings.

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How to Train and Onboard (Work From Home) Contact Center Agents in 2021

Jacada

How to Train and Onboard (Work From Home) Contact Center Agents in 2021. How do you make every agent sell to and serve your customers just like your very best agents? How do you shorten the learning curve in the contact center and retain more agents when 91% of agents are likely to quit in 2021?

The Forrester Wave™: B2B Marketing Data Providers, Q2 2021

In our 24-criterion evaluation of B2B marketing data providers, we identified the 11 most significant vendors — Data Axle, Dun & Bradstreet, Enlyft, Global Database, InsideView, Leadspace, Oracle, SMARTe, Spiceworks Ziff Davis, TechTarget, and ZoomInfo Technologies — and researched, analyzed, and scored them. This report shows how each provider measures up and helps B2B marketing professionals select the right one for their needs.

Stop Networking and Start Building Social Capital

The DiJulius Group

The trusted connections one has built up over time are known as “social capital.” It acts as a human library of resources we can access anytime to gain or share information, knowledge, advice, and introductions.

Choose your battles wisely – Conflict Resolution Training for Managers

Myra Golden Media

For Jack Cooper University , I produced a ten week conflict resolution training. Jack Cooper’s managers are ready to preempt escalations and manage conflict. Here’s our week eight video training. I loved every minute of this interactive training project!

What Is Customer Segmentation? Definitions, Uses and Success Tips

Totango

What is customer segmentation ? It’s a key principle for doing business in a digital environment, but many companies don’t apply it effectively. Here we’ll discuss what it means, different ways you can do it, and how to leverage technology to apply it effectively.

The 5 Biggest Challenges Facing In-House Contact Centers. Is Outsourcing the Answer?

BlueOcean

For many organizations, in-house customer care feels like the right choice. It keeps you close to your customers and ready to serve them with your exhaustive knowledge of your products or services. But doing it all in-house also comes with its challenges.

4 AI Hacks to Make Sales Teams More Efficient

Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data. Read on to learn the four AI hacks sales teams need to improve their performance. Download the eBook today!

Amazing Business Radio: Steve Bederman

Hyken

Winning Customer Trust through Omnichannel Communication. Utilizing Omnichannel Communication to Connect with Customers. Shep Hyken interviews Steve Bederman, President and CEO of NobelBiz , a Contact Center Technology Company.

10 Inspirational Customer Experience Examples

Help Scout

We’ve all read those great customer experience stories that make us feel awed and admiring, but some of those stand-out examples can be misleading.

How to Deliver a Personalized, Automated Customer Experience

Solvvy

Personalization and automation seem to be diametrically opposed. Consumers expect a personalized experience, but they also expect immediacy and accurate responses that can only be achieved with automation.

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What is Customer Health Score?

Totango

What is a Customer Health Score? . A customer’s health score can be composed of all the information the company has about the customer, from all probes, people, and systems, past and current.

Leadership Panel: Lessons Learnt from a Global Support Community

Speaker: Panel hosted by Adrian Speyer, Head of Community, Vanilla Forums

Are you struggling to support your global community? Or, are you not even sure where you should start. Establishing a global support community comes with many many questions. How do you encourage your customers to help others? What are the key metrics to measure? What are the biggest challenges? Our super panel consists of community leaders from around the world, each of whom, have experienced and overcome the challenges of a global support community. They are ready to share the trials and triumphs, and everything in between, on the road to a successful community.