Sat.Sep 05, 2020 - Fri.Sep 11, 2020

Customer and Employee Criticism: Your Leverage Tool for Growth

eglobalis

Use Criticism to Improve Your Customer Experience and employee experience products and services. The post Customer and Employee Criticism: Your Leverage Tool for Growth appeared first on Eglobalis.

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Guest Blog: Emphasizing the Human Side of Remote Work

Calabrio

The following post is a guest contribution summary from Kimberley Drobny of Waterfield Technologies. You can read the full post on the Waterfield blog, and register for an upcoming webinar featuring Calabrio’s Dave Hoekstra on September 15th.

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Insights with impact: How AI technology improves CX

Keatext

The post Insights with impact: How AI technology improves CX appeared first on Keatext. Artificial Intelligence

The 4 Elements of Great Digital UX

GetFeedback

A comprehensive guide to delivering great digital user experiences and measuring your success. Guides

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

Meet Interaction Analytics: Let’s Play Two Truths and a Lie

NICE inContact

If Interaction Analytics is a new concept to your contact center and you are just getting to know its capabilities and value, you will be charmed by your first impression. If you are already familiar with the benefits Interaction Analytics provides, here is a chance to test your knowledge.

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How To Dispel CX Misconceptions & Miscommunication in Your Organization

Experience Investigators by 360Connext

What is Your Team Saying — And Hearing — When it Comes to CX? Customer experience is a broad, often misunderstood topic. To deliver consistent, positive experiences, you need consistent, positive communications.

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Best Practices for Effective Email Customer Support in 2020

Comm100

Email is a foundational pillar of customer support. Research shows that 91% of consumers use email daily. And yet, although companies have had a long time to perfect their email customer communications, many still fumble when it comes to this support channel.

Pivot Your Customer Service Model Using Digital Capabilities and Emerge from the Pandemic Even Stronger

NICE inContact

Businesses should respond by being where their customers are. This doesn't just mean stepping up online marketing or social media presence. It also means providing digital customer service to match consumers' increasing adoption of digital lifestyles.

Case Study: How Nimble CRM Helped CX Experts StoryMiners Reinvent Their Own Customer Experience

Storyminers

Mike Wittenstein is the founder of StoryMiners, one of the world’s first customer experience design consultancies. The company is renowned for its ability to hone into the core values of a company and translate them into captivating experiences, enabling their clients to reach their full potential.

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

The Power of Perseverance

Horizon CX

How often have we found ourselves witnessing a company’s leadership suddenly experience the revelation that their competitors, who have adopted the best practices of Customer Experience Management, are showing impressive positive returns and a clear competitive advantage?

Tenant Experience and Remote Support: How Property Management Organizations are Transforming Service

TechSee

Right across the housing sector, tenants aren’t just seen as renters anymore – they are now considered clients. They want to communicate on their preferred channels, receiving personalized content and proactive services.

10 Signs You Need to Upgrade to the Best Call Center Software and 15 Benefits if You Do

NICE inContact

All businesses are using some type of cloud software these days, whether it be email, storage, CRM, etc. So why are so many companies that rely on customer experience for their business’ success still using old or on-premise call center software?

The Humble Manager – Tip #15

Steve DiGioia

I’ve always told my staff that I’m not perfect, I don’t know it all, and that I make mistakes. I too have a lot to learn. Is this a mindset of a weak manager? I don’t think so. Instead, the humble manager is realistic and open to suggestions.

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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!

When Surprise and Delight Becomes Surprise Without Delight

ShepHyken

We’ve all heard the expression surprise and delight. The intention is that we surprise our customers with better-than-expected service. The result is that they are delighted. But what happens when the intended surprise does not delight?

Enable CX Action by Removing Barriers

Heart of the Customer

On our continuing journey exploring John Kotter’s 8 Steps to Accelerate Change and how you can apply them to the CX world, we have reached the fifth step: Enable Action by Removing Barriers. Catch up on earlier posts in the series here!)

How to Turn Your Hobby into a Profitable Business

Joe Rawlinson

Do you have a hobby that you cannot wait to get home to after work? Is there a way to monetize it and turn it into a profitable business? These are questions that many people ponder as they make their way home from another dull day at the office.

Chip R. Bell: Innovate, Don’t Imitate

Bill Quiseng

“You will be the same person in five years as you are today except for the people you meet and the books you read.” ” Charlie “Tremendous” Jones. Intent on learning how to “Deliver The World’s Best Customer Experience”, I have read more books by Chip R.

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

Guest Post: The Future of Customer Experience–Create an Offer People Can’t Refuse

ShepHyken

This week we feature an article by Steven Van Belleghem , author, entrepreneur and international keynote speaker. He provides tips and insight on the future of your business and your customers’ expectations. This is a turning point. The world is at a turning point. Not just because of COVID-19.

Clutch Names Helpware Leading Business Services Provider in LATAM for 2020

Helpware

The list of top-performing nearshore business service providers in Latin America was released today by Clutch. The companies featured specialize in BPO and back office services, voice services, and business consulting

Why We Think Things Are Good When They Are Bad

Beyond Philosophy

Human beings are magnificent at holding onto two contradictory beliefs in their minds. It’s a psychological phenomenon called Cognitive Dissonance, and it’s why we sometimes think that things are good when they are, in reality, bad.

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020: Your Hidden Superpower with Adrienne Bankert

The DiJulius Group

John DiJulius interviews Emmy Award-winning journalist, author, speaker, and coach Adrienne Bankert. Adrienne is a national correspondent for ABC News often seen on Good Morning America and World News Tonight.

The 5Es of Community: Support Forums and Beyond

Speaker: Angelica Coleman, Community Lead, Snowflake

In order to establish a robust community, you need to have strong community objectives in place that are supported with the proper types of programs; programs that will help your community succeed. But narrowing down on your community objectives can be difficult, let alone knowing how to structure your community programs and offerings in a way that supports them. Join Vanilla Forums on Friday, October 8th at 12 PM ET for a webinar led by Angelica Coleman, the Community Lead at Snowflake, as she walks us through the 5 E's that are essential to establishing your key community objectives: Education, Enable, Expand, Engage and Evangelize.

Amazing Business Radio: Chip Bell

ShepHyken

Getting Inside Your Customer’s Imagination. Creating a Company with the Best Customer Experience Culture. Shep Hyken interviews Chip Bell , customer service keynote speaker and bestselling author.

Too Professionally Tired? You are Not Alone.

One Millimeter Mindset

Are you too professionally tired? Especially as you continue to ride the 2020 roller coaster of uncertainty and ambiguity. Realize that you are not alone. You have lots of company. Of course you are competent, capable and resilient! No doubt about it.

Customer Feedback Questions Examples to Ask in Your Next Survey

ReviewTrackers

ReviewTrackers

How Data-Driven Customer Engagement Delivers Value to Each Customer 

Totango

For any business, the question of how to meet the needs of the client is front and center. After all, as the old adage goes, “The customer is always right.”

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!