Sat.May 23, 2020 - Fri.May 29, 2020

4 Simple Ways to Reduce Response Times & Delight Customers

Kayako

It’s no surprise that customer expectations for service are at an all-time high. In fact, according to a recent survey, 88% of customers say the experience a company provides is as important as its products or services. And 76% of customers say it’s easier than ever to take their business elsewhere.

10 (Common) Challenges of a CX Cross-Functional Team

GetFeedback

The most prominent challenges of running a cross-functional CX team and how to overcome them. Articles

How To 307

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

The CX Divide: How to Overcome the Gap between Lip Service and Action to Get Executive Buy-In for CX Investment

Vision Critical

86% of buyers will pay more for a better customer experience. Customer Experience was ranked the most exciting business opportunity in Adobe’s Annual Digital Trends report.

Study 130

Why Technology Won’t Help You Understand Your Customers

C3Centricity

Were you surprised to read the title of this post? Do you believe that using technology to understand customers is the only way today? Then let me explain why I believe it’s not quite that simple. .

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Maximize Your CX Program With Text Analytics

MaritzCX

Text analytics, also known as text mining, is a technology that turns that unstructured information into structured information so that it can be properly analyzed by business intelligence systems. From there, the data can be used to guide business changes and increase customer satisfaction.

More Trending

How Businesses Can Put Their Customers at Ease During Covid-19

Steve DiGioia

Great customer service is comprised of many things. Besides policies and procedures which lead to a satisfied customer, your smile, positive words, and open body language are just as important – and many say even more important. Here are a few ways businesses can put their customers at ease.

Consumers? Online And In-Person Plans As The U.S. Heads Back To Business

Experience Matters

As many part of the U.S. loosen their COVID restrictions, many businesses are heading into the Explore phase, the first of three phases of recovery that I’ve previously defined. To understand consumer mindset entering into this new phase, we asked 10,000 U.S.

Global Customer Community – Popular Discussions and New Features

NICE inContact

People are joining the NICE inContact Customer Community in droves and harnessing the (recently expanded) benefits it offers for managing their contact center. You’ll find over 4,000 articles, news and events, community discussions, help documentation, voting for product ideas and more.

Service Blueprinting and the Next Normal

Experience Investigators by 360Connext

How can leaders best prepare for the next normal? Service blueprinting may be the answer. What is the Next Normal? Organizations are planning for a phase of reopening including determining how customers can safely make purchases to how many employees can really come back to certain workplaces.

8 Contact Center Trends to Watch in 2020

In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!

Top 5 KPIs Every Live Chat Manager Needs to Track

Comm100

Key performance indicators (KPIs) are measurements that show how effectively a company is achieving its goals. KPIs can be used to measure the success of a company’s customer service strategy, the quality and effectiveness of its support, how well its agents are performing, and more.

Galileo: A True Visionary

Storyminers

GALILEO is the name of the digital agency my business partner, Jackie Goldstein, and I started in 1992.

Travel 130

Ready to Cut Contact Center Costs, But Not Sure Where to Start?

NICE inContact

Not much can be done with topline, so the focus is now shifting to bottom line and many companies across industries are looking to improve efficiencies, increase productivity and outright eliminate jobs.

How COVID-19 Is Testing My Leadership Skills and What It Is Teaching Me Along the Way ? a Weekly Update (Week Eight)

Calabrio

As I write this, it is hard to believe we are almost to June already. We are nearly halfway through 2020 and it feels like we have accomplished so much with having to pivot, face new challenges and most importantly stay safe.

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

The Incomplete Answer

ShepHyken

I recently wrote about the expected experiences gap , where the customers’ expectations—based on the experiences they have with their favorite companies—are higher than what they receive from the company they are currently doing business with.

Video 111

Amazon introduces Just Walk Out technology in its new no-checkout-required retail concept

Storyminers

Amazon has formally introduced its new Amazon GO retail concept on the West Coast. Basically, you can shop without lines and without going through checkout.

Retail 130

Global Customer Community – Popular Discussions and New Features

NICE inContact

People are joining the NICE inContact Customer Community in droves and harnessing the (recently expanded) benefits it offers for managing their contact center. You’ll find over 4,000 articles, news and events, community discussions, help documentation, voting for product ideas and more.

How Field Service KPIs are Evolving in the New Normal

TechSee

The COVID-19 pandemic has touched every area of life and field service organizations continue to be at the sharp end.

Travel 109

AI & Community: Don't Hammer the Flowers

Speaker: Venessa Paech, Australia's Leading Community Specialist

Join Vanilla Forums on Tuesday, July 21, 2020 at 8:30 AM ET for this on-demand workshop led by Venessa Paech, Co-Founder of Australian Community Managers and Leading APAC Community Specialist.

New Feature – Tips on Thursday

Steve DiGioia

As you may know, each Thursday morning I send out brief, easy-to-understand (and implement) tips to an exclusive group , my newsletter subscribers.

Tips 141

Excuses for Not Building Adaptive Enterprises Fading Fast

Storyminers

We’ve been doing business the same way for so many decades; it’s hard to imagine other ways to achieve success. Work hard, make big profits, and always get better at what you do. These are the mantras we’ve all heard – and still share.

Ready to Cut Contact Center Costs, But Not Sure Where to Start?

NICE inContact

Not much can be done with topline, so the focus is now shifting to bottom line and many companies across industries are looking to improve efficiencies, increase productivity and outright eliminate jobs.

Selling Through Your Customer

Integrity Solutions

The only reason that a customer would or even should consider doing business with us is that somehow we enhance their ability to attract and serve their customers. By Derek Roberts. If you are in sales, you know that feeling of satisfaction (or even elation) you get from closing a sale.

Sales 95

[On-Demand Webinar] The State of Customer Education: Trends and Benchmarks Report

Speaker: Sandi Lin & Linda Schwaber-Cohen

In this webinar, Skilljar CEO Sandi Lin shared learnings from Skilljar's recent study and her insights on the state of Customer Education. She dug into key findings so you can benchmark against industry trends and understand how your strategy and metrics compare.

Need a Presentation With Punch? Think Visually

Heart of the Customer

“All creativity should communicate in a nanosecond.” So says George Lois, the “original Mad Man of Madison Avenue,” in his book, Damn Good Advice (for people with talent).

Why the Best Measure of Customer Value is the Value You Provide to Your Customers

Storyminers

It’s not easy trying to grow a business. You’re often left standing in the middle of a saturated market, scratching your head and wondering “what can we really do to separate ourselves?”. Do you develop a new product, find a new market, or maybe pour money into advertising?

Guest Post: 4 Inputs of a Customer-Centric Culture Transformation

ShepHyken

This week we feature an article by Annette Franz, CCXP; founder + CEO of CX Journey Inc. She shares tips on how to create an effective customer-centric company culture. There’s a lot of talk about customer-centricity and customer-centric organizations, but what does that really mean?

Deliver on the Promise of Creating a Great Place to Work

SurveyGizmo

By Heather Rollins, VP of Human Resources at SurveyGizmo, and Vanessa Bagnato, Director of Enterprise Solutions at SurveyGizmo. As an HR leader, creating a great place to work by improving the employee experience is at the heart of everything we do. It keeps employees engaged, productive, and loyal.

Just launched! 2020 Customer Education Benchmarks and Trends Report

Based on a survey of more than 250+ external education teams, Skilljar has compiled this report on current trends including budgets, integrations, team structure, and more. In this report, see how companies across a variety of industries are building, optimizing, and measuring their training programs.

Building the Mindset to Lead with Intention

Russel Lolacher

To have leaders who act with intention is essential for a healthy organization, whether that business is made up of one or thousands of people.

Here’s Something To Be Proud Of: StoryMiners Blog Made Top 50

Storyminers

Storyminers is quite proud to be included in Chattermill’s top 50 of their: The Top 100 Customer Experience Blogs You Need to Be Reading. We think it’s pretty cool because the selection is powered by Artificial Intelligence. It’s not about the most ‘likes’ and ‘shares’.

Voice over VPN vs. voice over cloud: a side-by-side comparison

Talkdesk

Extending Virtual Private Network (VPN) connections throughout an organization became a common tactic employed by many companies to enable remote agents during the coronavirus (COVID-19) crisis. However, this tactic is not future-proof.