Sat.Feb 29, 2020 - Fri.Mar 06, 2020

The “What’s Next” of Customer Journey Mapping

Experience Investigators by 360Connext

Customer journey mapping can be a powerful tool to truly understand your customers, innovate around new ways to serve them, and identify gaps in their journey. But, that’s only if the map is used as a tool and not an artifact.

Guest Post: Good Customer Service Is More Than Good PR

ShepHyken

This week we feature an article by Patricia Fripp, executive speech coach and sales presentation skills trainer. She writes about how one negative interaction can affect the customer’s overall experience. At a time when every customer counts, we must never forget how our customers see us.

Hotels 109

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Customer Success Starts Within: 6 Ways to Put Employees First

ChurnZero

Customer Success Starts Within: 6 Ways to Put Employees First. The Customer Success industry is obsessed with cracking the code on customer experience and loyalty.

Boosting support for customers and employees when the unexpected happens

Talkdesk

As business leaders, it’s our job to take care of our employees and our customers. We may not be able to control most natural disasters and emergencies, but we can control how we support employees and customers during these times.

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!

Why Customer Feedback is the Key to Great CX

GetFeedback

In this article, we talk about using customer feedback as a guide to creating a great customer experience. . Articles

More Trending

Make the Most of Your CX Toys – er, Tools

Heart of the Customer

I remember the joy of getting a new Lego set as a kid, and I see the same joy in my kids now, when they do. It’s hard to contain the temptation to rip the box open, dump the pieces out, and start building. Inevitably, I’d end up with something that kinda sorta looked like […].

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6 Voice of the Customer Best Practices You Should Implement

Totango

Voice of the Customer best practices turns words into action. The feedback your VoC efforts provide are the unique perspective of your own customers, and the actions you take based on that feedback add value to their experience.

4 Top Tips for Distributing Goods to Customers

CSM Magazine

When you are operating a business that involves distributing goods to customers, you need to make sure that you are handling things correctly. Your customers are the people who keep your business running and if their goods get to them in a poor condition, they might not come back.

Want to Improve CX? Give Your Agents Better Tools

NICE inContact

Nearly nine in 10 companies have formal, funded initiatives to improve their customer experience (CX). That’s because even a temporary lack of focus on CX could result in a swift dive in customer ratings, leaving the company vulnerable to competitors sweeping in and snatching valuable customers.

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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!

Interview With CX Ambassador Simon Whight

GetFeedback

Interview with Simon Whight, senior systems analyst at Zen Internet, an internet service provider in Manchester, England, about his career in the customer experience space. Articles

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Making the Automotive Service Experience Exceptional: Part 1 of 3

MaritzCX

Taking Care of Your Customers “Before” Buying a new car or truck is magical. We work in the business so we can forget how special it is to our customers. And at best it only happens every three to five years, often much longer, so it is truly a special event.

Leaders: Four Experience Design Tips To Deal With Coronavirus

Experience Matters

As the Coronavirus situation evolves, organizations are being forced to consider a number of changes that affect every one of their stakeholders—suppliers to employees to customers.

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Getting to Yes: A 7-step Roadmap to Successful Project Management

C3Centricity

I’ve been involved in hundreds of successful project management initiatives over my career. I’ve been the leader, sponsor or team member, which means that each time I had different responsibilities.

The Pros and Cons of Incentivized Reviews

With so many online reviews out there, we’ve decided to take a look at how incentivized consumer reviews fare against regular reviews from consumers that were not incentivized. Is one better than the other? More positive? Are they similar in topics covered and level of detail? Download this report to get answers to those questions and more!

How to Hyper-Personalize the Customer Experience

GetFeedback

What is hyper-personalization and how to achieve it in your CX program. Articles

How To 247

Lloyds Banking Group Embraces Regulations as Opportunity for CX Innovation

MaritzCX

Adapting and Evolving CX Strategies When new regulations shook up the finance industry, banking organisations were faced with a critical choice to adapt or be left behind.

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New Research on EX Management and the Shifts Required for Success

Experience Matters

The XM Institute has published new research that examines the current state of employee experience (EX) management programs and the mindsets, skills, and actions required for employee experience (EX) excellence.

Heads in the Clouds: Elevated Contact Center as a Service (CCaaS) via Calabrio ONE and Twilio Flex

Calabrio

Contact center as a service (CCaaS) makes the power of a modern contact center available to any business, regardless of budget or technical expertise. With it, any size company can move faster and be more competitive.

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.

Interview With CX Ambassador April Obersteller

GetFeedback

Interview with April Obersteller, senior manager of global customer experience at YETI, a seller of premier outdoor gear, about her career in the customer experience space. Articles

Leveraging Workforce Optimization to Engage Contact Center Agents

NICE inContact

In this video, the next in our series on Transforming Customer Experiences, Lauren Comer, Sr. Product Marketing Manager, discusses how you can leverage workforce optimization software to hire, train and engage contact center agents more effectively. Workforce Optimization

Blue Ocean Wins 2020 Silver Stevie® Award

BlueOcean

Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie® Award in the “Customer Service Team of the Year” category at the 14th annual Stevie Awards for Sales & Customer Service. This is Blue Ocean’s third Stevie Award.

Four Lessons From The Cult Of The Customer

ShepHyken

It’s almost here… the updated and revised edition of The Cult of the Customer. If you’re reading this article the week it’s posted, then this is a sneak preview of a few of my favorite quotes from the book.

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.

How Artificial Intelligence is Helping Retailers Keep Up With Customers

GetFeedback

In this article, we will explore how AI can improve the customer experience, increase the revenue for your retail company, and why your business needs an app. Articles

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Quality Management Basics in Today’s Contact Center: Part 2

NICE inContact

In Part One of this two-part series, we explored quality forms, quality plans, and evaluations as basic -but critical – components of an effective quality management program.

How To Combat High Call Volume During a Crisis

Jacada

By definition, a crisis means there’s no time to plan. Even top teams fail to understand what it takes to plan for disruption. That’s why so many businesses were caught flat-footed during this recent coronavirus outbreak. Read More. Jacada Blog

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Call Center Agent Utilization – Why Visual Tools Ensure Optimum Efficiency

TechSee

Every customer service professional knows that running a successful call center is a constant balancing act. Managers will often focus on improving employee productivity to keep customers happy and costs down.

[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 will discuss learnings from their recent study, and share her insights on the state of Customer Education. They'll dig into key findings so you can benchmark against industry trends and understand how your strategy and metrics compare.

Top 6 Customer Experience Best Practices for 2020

GetFeedback

The six CX trends that you can't ignore in 2020. Articles

Trends 204

NICE inContact Quality Assurance Engineering Manager on Women in Technology in Bolivia

NICE inContact

NICE inContact is a champion for diversity and inclusion in technology, and in honor of Women’s History Month and International Women’s Day on March 8th, we are showcasing some of the accomplished women in technology at NICE inContact.

How To Prepare Your Call Center for Coronavirus

Jacada

As businesses grapple with the economic impact of this latest health scare, customer call centers are dealing with the people side of things. Customers are anxious; call volume is high. Read More. Jacada Blog