Sat.May 16, 2020 - Fri.May 22, 2020

5 Reasons Why Customer Service Reporting is Important

Provide Support

The post 5 Reasons Why Customer Service Reporting is Important appeared first on Provide Support Blog. Articles Best Practice Tips and Tricks customer experience customer service customer service reporting

Omnichannel vs Multichannel Customer Service – How they Differ and Why it Matters

Comm100

Long gone are the days when customer service teams could offer just one communication channel to their customers. Today’s consumer wants choice. They want to decide whether to drop you an email, talk with a live chat agent, post a question on Facebook, or even text you through SMS.

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5 Strategies to Use for Customer Acquisition in 2020

CSM Magazine

No business can thrive without new customers. And in order to get new customers, a company has to have a good customer acquisition strategy. A customer acquisition strategy needs to be a crucial business component. If you fail to devise one, you will struggle with business growth.

CX Leadership: Do You Have What It Takes?

GetFeedback

The traits, discipline, and knowledge that it takes to lead a successful customer experience program. Articles

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!

How to justify A CX program to your CEO

Lumoa

Many feel like they face an uphill battle when trying to justify a customer experience program to a CEO. Here are a few ways that you can show the value of CX and make it easier for your CEO to get on board with it. Feed generated with FetchRSS

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Customer Experience Will Be The Reason Businesses Survive COVID-19

MaritzCX

This article was originally published here. Regaining Traction in Business As Australia continues to manage the impact of the COVID-19 crisis, survival remains top-of-mind for businesses in every market.

Education And Healthcare Employees Are Most Impacted By Companies? COVID Response

Experience Matters

To understand the impact that COVID is having on employees, we surveyed more than 5,000 U.S. employees. While 11% have been laid off or temporarily furloughed, the remaining employees provided feedback on their COVID work environment. We found that: Most people are working from home.

Work-from-Home Contact Center: See the Full Picture with Interaction Analytics

NICE inContact

Over the past few weeks, most contact centers have transitioned some or all their agents to a work from-home environment—no easy task. First agents had to be set up with the tools and technology to be productive in their new setting.

Best Practices for Financial Services Surveys during COVID-19

Vision Critical

Amidst the global COVID-19 crisis, financial organizations big and small are struggling to keep up with changing circumstances and are preparing for what comes next.

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!

Redundancy: Preparing Customer Care for Crisis Situations

BlueOcean

Redundancy. Business Continuity. Those are major check boxes in every RFP we’ve ever responded to. Boxes to be checked on both sides of the equation – the buyer asked: “What’s your plan in case of disaster?” The bidders answered: “Here’s our plan in case of disaster….”

Largest Drop In U.S. Well-Being Since 2012 Hits Females Hardest

Experience Matters

well-being drops the most since 2012, driven by older females who feel much less financially secure. The post Largest Drop In U.S. Well-Being Since 2012 Hits Females Hardest appeared first on Experience Matters. Customer experience

The Big Advantage of Being Small

NICE inContact

It would be difficult to find a small business that has not been adversely impacted by the current pandemic. And to say that most small business have been negatively impacted is putting it mildly.

Activity Notes: A New Way to Track Special Events in Calabrio WFM

Calabrio

While organizations are operating in various off-premises locations, the need for transparency, preparedness and communication increases. Our customers have been angling for an option to log actions that don’t fall within standard parameters.

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.

5 Ways to Connect the Learner’s Journey to the Employee Journey

Experience Investigators by 360Connext

I’m really encouraged by the amount of focus and attention leaders are beginning to put on the employee experience. Not the specific role or job deliverables, but the overall well-being and journey that an employee takes with their employer.

Omnichannel vs Multichannel Customer Service – How they Differ and Why it Matters

Comm100

Long gone are the days when customer service teams could offer just one communication channel to their customers. Today’s consumer wants choice. They want to decide whether to drop you an email, talk with a live chat agent, post a question on Facebook, or even text you through SMS.

By the Numbers, Keys to Restoring Team Productivity

NICE inContact

Last week, I noticed headlines announcing yet another business that’s decided it “won’t reopen half its offices after pandemic, amid restructuring and work-from-home success”.

My Nimble experience just keeps getting better

Storyminers

Last year, I wrote an article about new ways to work. It was based on an interview with founder, Jon Ferrara. Both articles tie how Nimble , a new social selling platform, improves the lives of professional service providers.

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.

COVID-19 Lessons That Can Improve All Patient Experiences

Aveus

When patients form a positive relationship with their healthcare provider—or when members have a good experience with their health insurance plan—they become more engaged in their care and loyal to an organization. For both healthcare providers and payers, the experience is of the utmost importance.

Create your own Atlas(s) in your Projects

SuiteCX

SuiteCX Creates the Atlas. View our video tutorial on the SuiteCX Brand Channel. We are excited about this one! What is a Customer Journey Atlas?

Work-from-Home Contact Center: See the Full Picture with Interaction Analytics

NICE inContact

Over the past few weeks, most contact centers have transitioned some or all their agents to a work from-home environment—no easy task. First agents had to be set up with the tools and technology to be productive in their new setting.

Don’t Do Digital Transformation, Design It

Storyminers

This post first appeared in CMO Australia in late 2017. Thanks to Nadia Cameron for a great interview! Too many organisations are “doing” before “designing” when it comes to digital transformation and customer experience.

[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.

Best Practices for Survey Activities during COVID-19

Vision Critical

Amidst the global COVID-19 crisis, organizations big and small are struggling to keep up with changing circumstances and preparing for what comes next.

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

Calabrio

As we enter the last few weeks of May, countries, markets and businesses across the world are figuring out how we can safely return to our physical spaces for work, entertainment, school, shopping and more. When we started to work from home several weeks ago, there was no playbook.

The Big Advantage of Being Small

NICE inContact

It would be difficult to find a small business that has not been adversely impacted by the current pandemic. And to say that most small business have been negatively impacted is putting it mildly.

TechSee recognized in Gartner Cool Vendors in CRM Customer Service and Support 2020 report for its significant advances in Computer Vision AI for customer service

TechSee

Two years ago, we cracked open the champagne when Gartner named TechSee as a Cool Vendor in its CRM Customer Support and Service Report. TechSee was honored as a pioneer in Computer Vision AI-powered Visual Assistance for customer service, based on our proprietary, multi-patented technology.

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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.

The Peace of Mind Call

ShepHyken

My friend Stacy Sherman , head of customer experience at Schindler Elevator Corporation , is personally dedicated to “humanizing business.”. She is not only “in the trenches,” working in the customer service and experience world, she has also been recognized as a customer experience thought leader.

How Has The Pandemic Changed Your Customers’ Journey?

Wired and Dangerous

A man lived right by the railroad track. For years, the train roared by his bedroom window at two-o’clock every morning. He grew so accustomed to it that it never disturbed his sleep. One night no train came through.

By the Numbers, Keys to Restoring Team Productivity

NICE inContact

Last week, I noticed headlines announcing yet another business that’s decided it “won’t reopen half its offices after pandemic, amid restructuring and work-from-home success”.