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


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.

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

Customer Success Starts Within: 6 Ways to Put Employees First


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


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.

A Practitioner's Guide to Sustainable Customer Experience in the Contact Center

To make contact center conversations great, you need to set-up the right environment for success. This involves your contact center design, the data you use, and some critical customer-centric capabilities.

Why Customer Feedback is the Key to Great CX


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 […].

Tools 85

6 Voice of the Customer Best Practices You Should Implement


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.

Tools 156

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

How to Hyper-Personalize the Customer Experience


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

How To 212

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.

Lloyds Banking Group Embraces Regulations as Opportunity for CX Innovation


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.

Groups 260

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


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.

Why Community is a Strategic Asset Against Your Competitors

Speaker: David Spinks, Founder of CMX and VP of Community at Bevy, and Adrian Speyer, Head of Community at Vanilla Forums

Join Vanilla Forums as Founder of CMX and VP of Community at Bevy, David Spinks, and Head of Community at Vanilla Forums, Adrian Speyer talk about how the best companies in the world are building strong cross-channel communities to successfully protect their most valuable assets: their customers, partners and stakeholders.

Top 6 Customer Experience Best Practices for 2020


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

Trends 212

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.

Tips 186

Making the Automotive Service Experience Exceptional: Part 1 of 3


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.

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


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.

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

Build an Effective Customer Effort Score Program


If you want to make a real impact on customer loyalty, it starts with measuring Customer Effort Score (CES). Let’s talk about how to do just that. 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


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.

How To Combat High Call Volume During a Crisis


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

How To 130

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

Interview With CX Ambassador Brett Frazer


Interview with Brett Frazer, head of customer service at Sun Basket, about his career in the customer experience space. Articles

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.

Should I Send a Cover Letter for a Customer Service Job?

Customers That Stick

Yes, you should absolutely send a cover letter. Because today, so many other people aren’t. It makes you stand out. It shows you’re professional. It shows you’re willing to go the extra mile.

How To Prepare Your Call Center for Coronavirus


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

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.