Sat.Sep 21, 2019 - Fri.Sep 27, 2019

A Successful Customer Experience Strategy Means Keeping it Consistent

TechSee

Sam travels often for business. On his last trip to London, he stayed at the Lord Rochester Hotel, since his tried-and-trusted Hotel Miranda Grand was overbooked. The receptionist at the Lord Rochester upgraded his room, comped him for food and spa services, and generally treated him like royalty.

So You’re a New CX Leader? 5 Tips to Succeed in Your Role

CX Accelerator

We’ve all been there. It’s your first day on a new job and you’re trying to figure out how things work. There’s lots to be done – relationships to be built, goals to be set and plans to be drafted.

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Three Ways to Create Greater ROI in Your CX Program

MaritzCX

During an event in Las Vegas I was lucky enough to share three key ways to create greater ROI from a CX program by leveraging our clients’ experiences around driving business success.

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Don’t Make Customers Do Extra Work!

Customer Bliss

In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother. . The following is a lightly edited transcript of the video below.

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 Powerful CRM Can Help You Delight Customers

NICE inContact

The last couple years have seen an important turning point for customer service and customer experience. Think about it: we’ve witnessed vast improvements in digital customer service technology like artificial intelligence (AI) and live chat, both of which are certain to continue evolving.

More Trending

Get Inspired at the Experience Management Event of the Year

MaritzCX

EXPERIENCE FORUM 2019 NYC Whether your focus is customer, employee, or patient experience, join us for this action-packed event.

How to Bring More Humanity into Customer Communication

Kayako

Humanity – according to the Merriam Webster dictionary – is defined as compassionate, sympathetic, or generous behavior or disposition: the quality or state of being human. . It’s likely that one of the first companies that come to mind when talking about humanity in customer communication is Zappos.

4 Steps to a Streamlined Digital Customer Service Workflow

NICE inContact

Agility and ease are key concepts in digital customer service , regardless of your industry or the size of your business. We recently collaborated with T-Mobile, one of our clients, to learn more about how they offer better, more efficient digital customer service. Here’s what we found out.

How to Earn Executive Support for Your VoC Program

GetFeedback

A Voice of the Customer (VoC) program is an essential tool to collect valuable customer feedback and take proper action to improve customer experience (CX). A successful program leads to higher return rates, fewer churns, and more loyal customers. .

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How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

ahm Improves NPS Scores with Interactive Voice Response (IVR)

MaritzCX

ahm is a no-nonsense health insurance company that has been doing business for over 40 years and has over 700,000 ahm members.

Prove Your Customer Experience Value to Earn the Headcount You Need

Customer Bliss

Are you lacking headcount in your organization? If so, you’re not alone, and I want you to view this as a challenge and a test. You will need to establish, with tactics, what the work will be to garner headcount. Headcount allows you to have more order and structure within your organization.

Seamless CX Meets Strategic AI

NICE inContact

Here’s the problem: 91% of customers expect a seamless experience when moving from one method of communication with a company to another (e.g., chat to phone). Yet only 24% of businesses give themselves an excellent rating in providing this seamless customer experience (CX).

Not All Customer Data Are Created Equal: Why You Should Move Toward High-Quality Consent and Declared Data

Vision Critical

With new privacy regulations and a greater public awareness of online privacy rights, we marketers have had a fire lit under us. We must be more careful and thoughtful than ever when deciding how to access and utilize customer data.

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How to Cut the High Cost of Contact Center Agent Attrition

Agent attrition has always been a burden on a company’s bottom line. When turnover runs rampant in the contact center, institutional knowledge is lost, productivity drops, the quality of service decreases, and employee engagement and morale go down. This white paper takes an in-depth look at the problem and explains how outsourcing can be used to fix it.

The Future of Customer Experience — And Where Leaders Can Focus Today

Experience Investigators by 360Connext

Let’s talk about the future of customer experience. I’m often asked about it, and I’ll tell you this universal truth: Customers will expect more than we can give them. You heard that right.

Managing Moments of Truth: Engineering a Better Member Experience at Credit Unions (Part 1)

CloudCherry

Photo by Van Tay Media. Managing Moments of Truth: Engineering a Better Member Experience at Credit Unions (Part 1). A credit union is one of the only organizations that manufacture a product with the recipient of that product—the member—present.

AI in Contact Centers – IT Gets the Driver Seat

NICE inContact

Artificial intelligence is one of the hottest topics today and nearly every C-level executive is eager to understand how AI will transform their business. Contact centers are no exceptions.

Not All Customer Data Is Created Equal: Why You Should Move Toward High-Quality Consent and Declared Data

Vision Critical

With new privacy regulations and a greater public awareness of online privacy rights, we marketers have had a fire lit under us. We must be more careful and thoughtful than ever when deciding how to access and utilize customer data.

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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.

5 Ways to Deliver Better Service Just in Time for National Customer Service Week

ShepHyken

National Customer Service Week is coming up soon. Every year it is the first full week in October. This is a week to celebrate and appreciate not only our customers, but also the people who make our customers happy.

Roadblocks on How to Fix Customer Retention

CloudCherry

‘L-eh eh eh- t’s…Let’s stay together (‘gether)’. Whether a customer is ‘shiny and new’- a phrase used by this week’s ‘Sweets of CX’ guest, Jeannie Walters – or a loyal, long-time supporter of your brand, it’s all about keeping the healthy relationship going.

Top 4 Reasons Why Call Recording is Critical to Contact Center Success

NICE inContact

Call recording software is a foundational component of contact center operations but often under valued and taken for granted. It’s a bit like the plumbing in your house.

AI Chatbots: The Dream vs. The Reality (Pt. 1 – Delight)

Comm100

The concept of “artificial intelligence” often gets invoked as a buzzword by enthusiastic tech theorists or marketers, but in this series, I’ll show you how AI chatbots are used right now by real companies with real business objectives. I’m not a theorist or a marketer, I’m someone with experience implementing AI chatbot solutions which provide value to businesses, as well as their customers. So what could your AI Chatbot do for you?

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

Guest Blog: Shock and Awe – A Guide to Creating a Customer Experience They’ll Talk About for Life

ShepHyken

This week we feature an article by Jessica Wise who shares a story to illustrate how you can develop a lifelong relationship with your customers by creating a customer experience they will never forget. It was the Thursday before Memorial Day 2019.

Fees = Lazy CX

Heart of the Customer

I spoke in Austin last week and while there, I rented a car to visit my youngest in San Antonio. I stopped at Dollar’s counter and the agent told me that, if I wanted, I could skip refilling the gas for $27. I didn’t have to decide right then – I could just bring it […].

Empire Today Moves to CXone, an Easy Decision

NICE inContact

With an outdated, on-premises Cisco call center system, Empire Today was facing a $1 million price tag to upgrade to modern functionality. The move to NICE inContact and the CXone cloud platform came soon thereafter. “It It was a no-brainer,” said Philip Bennett, Empire Customer Service Operations Manager. By the time the home improvement and furnishings company made the switch, there had been plenty of frustrations with the old system.

Are Your “Night Lights” Effectively Guiding the Customer Journey?

Wired and Dangerous

Night lights come in many forms and styles. The one in the room where Chip’s granddaughters sleep when they come for a visit looks like a pink princess crown. We have a friend who is an avid bird watcher—every night light in his house is a different bird.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

Amazing Business Radio: Annette Franz

ShepHyken

Customer Understanding. The Link Between the Employee Experience and the Customer Experience. Shep Hyken interviews Annette Franz. They discuss her new book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business).

Astea Showcases its Award-Winning Mobile Field Service Solution at Mobility for Business

Astea

Astea demonstrates its Alliance Enterprise™ FSM and Mobility solution at Stand G15. Paris, France (September 24, 2019) — Astea International Inc.,

Winning in the Cloud – How Businesses Achieve CX Success

NICE inContact

What do companies report after they move their contact center technology to the cloud? Many of them have achieved superior customer experience outcomes – like better customer satisfaction and likelihood to recommend. We surveyed more than 900 contact center leaders in the United States, United Kingdom, and Australia about key customer experience topics, including contact center plans and metrics.

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