Sat.Jan 01, 2022 - Fri.Jan 07, 2022

3 Factors to Consider if You Have a CX Incentives Program

InMoment XI

Though customer experience (CX) programs are always changing and evolving, one element that many brands constantly consider is whether to add a CX incentives program to those initiatives. .

2022 is the Year of Digital Customer Experience Excellence – Here’s Why

Comm100

If you found out that your customers would pay more for a better customer experience (CX), would you consider investing in improving this experience? In a recent study, this exact finding was discovered.

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12 Predictions for Customer Service Trends in 2022

Help Scout

The new year brings new opportunities to create the customer experiences we all want to deliver. Here are our predictions for customer service trends in 2022. Read the full article

7 Customer Expectations and Why I Shouldn’t Have to Ask for a Napkin

Steve DiGioia

We all speak about expectations, customer expectations. They can be reasonable or extreme, and sometimes achievable or bizarre. But usually, they are appropriate. As a customer, I expect a basic minimum such as: The product or service should work as expected.

Discovering Successful Scripting for Your Contact Center

Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc

Scripts have been around as long as contact centers. Scripts attempt to set out an ‘ideal’ path to success on the call, whether that's a sale, a resolved inquiry, or a closed case. While some scripting attempts have failed, AI and Agent Assist technologies can help.

Digital Intercept: How to Collect Customer Feedback Without Ruining the Experience

InMoment XI

We’ve all been there. You’re shopping for something online and you start to compare options on different websites. You’re excited to explore a particular item, but as soon as you click into the brand’s website, a little window pops up asking you what you think of the website experience.

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It’s time for a Customer Service Culture Transformation to Customer CARE

Bill Quiseng

Is customer service the frontline? Really? Are we called to duty on the frontline battling customers? Doctors and nurses don’t serve their ailing patients. They care. So shouldn’t customer service be customer care? Or even better …. We are the Customer CARE team.

Top 10 Most Popular Articles on Customer Centricity of 2021

C3Centricity

Happy New Year to all you Customer-first strategists. May your year by bright and your customers surprised and delighted! Each January we like to celebrate our most popular posts on customer centricity that were published on C3Centricity during the year.

Converse 2022

Uniphore

Products. Conversational AI Platform. U-Self Serve. U-Assist. U-Trust. U-Analyze. Resources. Blogs. Brochures. Case Studies. Guides. Research. Videos. Webinars. Podcasts. White Papers. Infographics. Insights. Conversational AI. Emotion AI. Speech Analytics. Company. Our Mission. Our Team.

Five Lessons On How To Personalize the Customer Experience

Shep Hyken

I love to receive great examples of outstanding customer service. I’m always on the lookout for great stories, whether I personally experience them, or they are sent in by our followers. What I share with you today is a great example of personalized and proactive communication.

2022 Contact Center Buyers' Guide

As contact center needs and pain points have evolved, so have contact center buying processes. This guide focuses on the key areas that contact center leaders should address to help achieve their operational and financial goals, including what questions to ask to drive optimal performance.

Google Acquisition Of Siemplify Is A Knockout Punch For Standalone SOAR

Forrester Digital Transformation

With this move, the SIEM has irrevocably been altered to s more holistic security analytics platform, incorporating SIEM, SOAR, and SUBA in a single offering. Age of the Customer Cybersecurity Security Operations Security Vendors promoted

Punching Above Its Historical Weight: Why Retention Should No Longer Play Second Fiddle to Acquisition

Optimove

Some questions are as old as time. Take the whole chicken and egg thing. In comparison, Acquisition VS Retention is a much newer concept. Still, it’s such a critical business question that we’ve been writing about it for years.

July 2022

Uniphore

The post July 2022 appeared first on Uniphore. Comics

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Amazing Business Radio: Genefa Murphy

Shep Hyken

Intelligent Virtual Assistant. The Opportunities and Fears Surrounding Intelligent Virtual Assistant. Shep Hyken interviews Genefa Murphy, the Chief Marketing Officer for Five9.

Winning Solutions to Keep Contact Center Agents Engaged

Speaker: Adam Saad - Founder & CEO, Tech Stack Advising

In order to keep agents both satisfied and engaged, we must develop a plan that both mitigates these concerns with current agents and halts any potential issues that may arise with new hires. These plans must also take into account the different environments and locations your agents may be working in.

Customer Effort Score (CES) explained

Hello Customer

Customers nowadays want everything easy and we can't really blame them for that. Not everything has to be hard and complicated, especially when you're using a service or browsing online.

The 3 Worst Customer Service Stories in 2021

The DiJulius Group

The 3 Worst Customer Service Stories Last Year Hotel kicks out grandma & granddaughter at night, after they left a bad review The Baymont Inn & Suites called the police to remove a 63-year-old grandmother and her 6-year-old granddaughter after they responded to an email asking how their room was. CEO of Better.com fires 900.

June 2022

Uniphore

The post June 2022 appeared first on Uniphore. Comics

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Déjà vu: Don’t let AIOps be CMDB All Over Again!

Forrester Digital Transformation

In February of 2009, Glenn O’Donnell (VP, Research Director) and I co-authored the CMDB Imperative when ITIL and ITSM were all the rage.

How to Inspire and Empower Contact Center Agents Through Collaborative Coaching

Speaker: Kate Nasser, The People Skills Coach™

Collaborative coaching truly guides agents to connect authentically to customers better each time. Join Kate Nasser, The People Skills Coach™ & Author of Leading Morale to understand how call center agents get the most out of collaborative coaching.

Why Your Public Service Social Media Is Broken and How To Fix It

Russel Lolacher

Whether you’re trying to start a successful social media presence for your public service organization or grow an existing one to better serve the public and your organization, there are a few key ingredients you’ll need to be impactful.

Get Comfortable Saying “Yes” | Steve Bederman on the CX Leader Podcast

NobelBiz

In this episode of The CX Leader Podcast, Steve Bederman of NobleBiz joins host Steve Walker to discuss the impact of call centers on customer experience and how contact center technology and culture can have a large impact on customer experience.

29 Customer Service Training and Coaching Tips

Stella Connect

Customer service coaching refers to the practice of ongoing communication between the agent and their manager to hone in on how to improve on specific skills, achieve specific goals, and develop their craft so they can handle even the most difficult customer interactions.

From Compliance To Privacy UX: Regulators Come For Dark Patterns

Forrester Digital Transformation

The French data protection authority hit Facebook and Google with multimillion-dollar fines yesterday for their use of deceptive design in their cookie consent banners.

Sustaining Employee Engagement in the Contact Center

Speaker: Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC

Join Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC, for best practices and leadership strategies to fortify an economy of compassion and genuine empathy in the contact center.

How to Transform Customer Success Into a Profit Center with Metrics and Forecasting

ChurnZero

Customer Success represents a large source of revenue-generation for SaaS businesses. Though Customer Success was originally regarded as a post-sale cost center, you can flip its narrative with the right metrics, positioning, and forecasting strategy.

4 Benefits of Using a Keyword Rank Checker

DemandJump

One of the primary jobs of an SEO professional is to monitor, track, and analyze their site's search engine rankings for their target keywords. Search Marketing Organic Search Content Marketing

6 Steps to Effective Account Transitions 

ClientSuccess

Account transitions will be inevitable throughout your tenure as a customer success leader. Whether through promotions, turnover, or new hires, new CSMs are bound to leave or join your customer account teams regularly.

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Four Steps Sales Leaders Should Take To Make The Right Sales Tech Investments In 2022

Forrester Digital Transformation

Sales leaders must make the right investments in sales technology if they want to help their sales teams win in 2022. The right sales tech stack can improve sales productivity and broaden rep participation by: Automating administrative tasks for sellers and managers.

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How to Leverage AI to Drive A Better Human Experience for Your Customers

Speaker: Adam Cutler, Co-Founder of IBM Design, IBM Distinguished Designer, AI Design

AI is about helping us be the best version of ourselves. When will AI comprise the whole CX sector & people won’t connect with real customer concerns? Join Adam Cutler, Co-Founder of IBM Design, to learn why it’s quite the opposite.