Sat.Apr 24, 2021 - Fri.Apr 30, 2021

Lessons from the Pandemic to Improve Your Customer Experience Now

Bill Quiseng

When first confronted with this pandemic we moved quickly to identify the high risks for our employees and our customers and then worked to define the action steps required to minimize those risks.

Improve Customer Experience in 3 Steps, No Matter Your Budget or Title

Experience Investigators by 360Connext

How important is customer experience in your organization? Most executives now consider customer experience a priority, but so many of them are still not ready to get serious about it.

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How CX design can power your CX strategy

GetFeedback

Learn why CX design is a critical component of creating great customer experiences and why you need a CX strategy. Guides

6 Solutions to Make Your Digital Strategy Sizzle

NICE inContact

2020 was certainly a year unlike any other. A global pandemic of previously unimaginable extent has fundamentally changed the way we live, work and interact with each other, not only privately but also in a business environment.

Why Is Patient Engagement Important? | Frontline Group

There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.

5 Must-Read CX Books in 2021

Alida

We’re less than a week away from Alida Activate and we couldn’t be more excited to connect with hundreds of customer experience professionals from around the world and support them on their transformation journey to CX excellence. If you haven’t registered , it’s not too late!

More Trending

When Plan Meets Reality: Calabrio Named a Visionary for the Fifth Consecutive Year in the 2021 Gartner Magic Quadrant for Workforce Engagement Management (WEM)

Calabrio

There’s something to be said for planning ahead. But no one was planning for a pandemic. Or were we? . On the surface, Calabrio and our customers were planning for a continued shift to a hybrid workforce, more agent autonomy and flexibility in scheduling.

The Neglected Role of Knowledge in Contact Center Conversational AI Systems

NICE inContact

Answering routine questions, assisting contact center agents to handle calls, creating support tickets, checking statuses—conversational AI technologies have transformed all of these contact center tasks.

Alida Spring ‘21 Product Release Fuels a Holistic Customer View

Alida

The excitement in the air is palpable. It feels a bit like a marathon where you know you still have miles and miles to go, but you have a tailwind and you’re drafting behind some strong runners. But the thing is, a marathon has a finish line at exactly 26.2 miles from the start.

How to Measure the Success of your Live Chat Customer Support Team

Comm100

As easy as it is to support customers with live chat, live chat customer support operations should never be run blindly. Knowing how your team is performing is the key to delivering great customer service.

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!

Listening to Your Customers’ Unmet Needs

Storyminers

The post Listening to Your Customers’ Unmet Needs appeared first on Storyminers. Podcasts

Seeing is believing: Why contact centers must embark on the journey towards Visual Transformation

TechSee

The Age of Contact Center Transformation . Like many industries these days, contact centers are at a crossroads. On the one hand, every business needs to save money and customer service is generally the first on the chopping block. On the other hand, call volumes are at peak levels.

How PodPlays Is Disrupting the Podcast Industry with Listener Feedback

Alida

PodPlays® is a family-friendly audio drama podcast with a mission to discover Nashville’s next country hits. In order to provide the best content for listeners and their families, PodPlays needed to know who their listeners were, and what content would keep them coming back for more.

Most Businesses Are Good At Delivering Poor Customer Service

Omnicus

Poor customer service is bad business. In the United States alone, companies lose nearly $ 700 billion in revenue due to poor customer service. The reasons can be many. Poor (self) insight can be an essential factor. It must be said when 80% of companies think they provide superior customer service, while only 8% of customers believe the same. One way companies have tried to solve poor customer service has been to introduce a chatbot. customer experience

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!

Stop Reading From The Script!

Hyken

This is why some companies get a bad rap! Our colleague here at Shepard Presentations, Nate Jones, shared a story about something that recently happened to his father. This is a great customer service training lesson. He bought a new car.

Six Ways to Show B2B CX Value

Heart of the Customer

After more than 150 hours of interviewing CX leaders – and surveying 200+ more! – it’s clear that one thing separates the best from the rest: The best CX programs start, end, and do everything in between, based on how their efforts will add value to the business.

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What Is Customer Happiness + 11 Ways to Inspire It

Help Scout

Your relationships with your customers have more in common with relationships in your personal life than you might think. Like the happiness that you derive from being around your friends and loved ones, customer happiness is a product of a lot of time, effort, and learning.

10 Easy Ways To Get More Organized To Enhance Experiences

Doing CX Right

In order to create great experiences for employees, colleagues, customers & yourself, it requires being intentionally organized. The post 10 Easy Ways To Get More Organized To Enhance Experiences appeared first on Doing CX Right.

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.

Amazing Business Radio: Stacy Sherman

Hyken

Diversity and Inclusion Within the CX Featuring Stacy Sherman. How diversity and inclusion impact the customer experience and what practices to adopt.

One easy way to find out if you have a strong customer service culture

The DiJulius Group

Do you feel your company has an obsessive customer service culture? Is the customer experience your company delivers the same regardless of who on your team a client interacts with?

How to Build a Strong Customer Service Culture

Help Scout

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook.

How Can Financial Firms Learn to Be Loved?

CSM Magazine

Some brands go beyond loyalty and seem to spark a genuine love affair with their customers. Just think how fiercely Apple users feel about the company’s products, for example. But who can honestly say they love their bank, mortgage broker or credit card provider?

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 Calculate the Cost of Customer Retention Versus Customer Acquisition

Totango

Comparing the cost of customer retention versus customer acquisition underscores why retaining clients is so important. Here’s how to calculate both kinds of costs and why retention should form part of a profitable business strategy. Calculating the Cost of Customer Acquisition.

Seeing Around Corners with Customer Experience Monitoring

Cyara

I was listening to a Bloomberg technology panel the other day called “Seeing Around Corners.” It was a panel made up of senior technology executives from very large financial institutions, and the discussion was focused on the digital transformation going on in banking.

Good to Grow: Help Scout Celebrates its 10th Year

Help Scout

Help Scout’s first 10 years have been incredibly fun and rewarding, but in many ways it feels like we’re just getting started. We’re grateful to the 12,000+ businesses that make our work so enjoyable. Here’s to the next 10!

How to Train and Support Remote Customer Service Employees

Myra Golden

This morning I hosted a webinar for leaders of customer service departments and operations. I walked everyone through how to prepare customer service specialists to apply psychological tactics to bring down the temperature in interactions and de-escalate.

Customer Perceptions of the Community Experience

Speaker: Mike Ellis, Vanilla Forums Marketing Manager

What do your customers actually want? In a land of ever-changing customer behaviors and expectations, brands need to understand the experiences customers value the most, and how these can impact their business outcomes. Join us on May 26th at 12 EDT for an in-depth discussion led by Vanilla's Marketing Manager, Mike Ellis. Mike will walk you through this research and guide you on community usage in terms of the most valued customer experience aspects.