Sat.Feb 22, 2020 - Fri.Feb 28, 2020

4 Ways to Get Rid of Painful CX Silos

Comm100

Siloed systems are one of the greatest obstacles to a quality customer experience (CX). Your team can spend days crafting the perfect customer journey, but if only some people on your team can see the most recent interaction with the customer, how can your perfect customer journey come to fruition?

The Only 3 Strategies that Increase Customer Value

Genroe

I am often asked, What is the best way to develop and implement strategies to increase customer value? From a customer perspective, there are only two ways to drive business value: Customer Acquisition and Customer Retention.

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How to Prove the ROI of Your CES Efforts

GetFeedback

So you’ve taken the time to listen to customers in order to understand the experience they’re having with your brand. Articles

ROI 273

Dust Off Your Customer Journey Mapping Program

MaritzCX

One of the most prized possessions that I received after my grandma’s passing several years ago was her recipe box. It’s a handcrafted wood box with over 500 recipes, mostly written in her handwriting.

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 Seamless CX Matters More Than Ever

Upstream Works

Why Seamless CX Matters More Than Ever. At face value, providing seamless customer service should be the goal of every contact center. With so many technologies to manage, along with rising customer expectations, this can be harder than it seems.

More Trending

Customer-Driven Marketing VS Product-Driven Marketing. Where Do You Stand?

Optimove

In retail, there’s a somewhat clear separation between two main marketing strategies: Product-Driven and Customer-Driven. They differentiate in focus; Product-Based marketing centers communications around items purchased, their availability, and their usability.

Service in a World of Customer Obsession

Up Your Service

Personalized Customer Service. Customer Experience. Customer Centricity. Customer Obsession. These phrases have become central to the language of business in almost every industry. They mean vigilant, unwavering attention to the customer to determine actions and improvements.

Customer Success vs. Customer Service: How They Work Together

Totango

A successful organization operates in much the same way as a prestigious orchestra. Both are made up of individuals with a specialization—say, playing the clarinet or managing a Customer Success team. While individual success is important in both cases, you also need overall harmony.

How to Collect Customer Payments While on the Move

CSM Magazine

It can be difficult for you to make and receive payments while traveling.

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 Take Action on Customer Effort Score Feedback

GetFeedback

The four major activities that must be undertaken after CES feedback is received by the company. Articles

My Manifesto: Experience Matters

Experience Matters

In September 2007 I published my initial manifesto: Great Customer Experience Is Free. I still fully believe in the elements of that post. After 12 years, however, it’s time for an update. So I’m introducing a new manifesto: Experience Matters.

Webinar: Tips to Prepare Your CX Program for the Next Decade

MaritzCX

Keep Your CX Program Fresh & Up-to-Date with Employee Experience It wasn’t long ago that practitioners spent their days clarifying the difference between customer service and customer experience, identifying the right technologies, building their teams, and stressing out over how to prove ROI.

Tips 260

Driving Customer Satisfaction Through Great Scripting

NICE inContact

Ensuring agents are trained, informed and up to speed on product, process and procedure is an ongoing and significant effort that contact center leaders find as a critical piece to keeping agents fresh and engaged.

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.

Customer Effort Score (CES): The Complete Guide

GetFeedback

Learn how to use the Customer Effort Score metric, boost loyalty, and prove the ROI of your efforts. Guides

My Manifesto: Experience Matters

Experience Matters

In September 2007 I published my initial manifesto: Great Customer Experience Is Free. I still fully believe in the elements of that post. After 12 years, however, it’s time for an update. So I’m introducing a new manifesto: Experience Matters.

Course 167

Hire People Who Will Make Your Company Unforgettable: A Case Study

Customer Bliss

The most admired companies know that hiring people with the ability to care —and making caring and empathy a core value—is key to how they grow. They take the time to make the interview go beyond questions on just aptitude and skill; they get to know the human behind the resumé.

Quality Management Basics in Today's Contact Centers

NICE inContact

Every contact center manages quality, but as consumers, it’s easy to tell that some just do it more effectively than others! Quality management is the process an organization uses to measure the effectiveness, efficiency, and consistency of the service provided to customers.

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.

The Experience Economy’s Joseph Pine on Actionable Ways to Engage Customers

Experience Investigators by 360Connext

The Experience Economy , written by B. Joseph Pine II and and James H. Gilmore, was originally published in 1999. It painted a picture of how experience could be a driver in business in a way that nobody was talking about 22 years ago.

How much does market research cost? A complete guide to the cost of conducting a research survey

QuestionPro Audience

A survey is defined as the approach taken by market researchers to analyze a particular product or service with the help of survey respondents. Organizations collect direct feedback to understand their requirements, expectations, and characteristics.

6 Ways Condé Nast Uses an Insight Community to Drive Value

Vision Critical

As more and more companies put customers at the heart of business decisions, insights and feedback from hard-to-reach customers become pivotal to success.

How and Why to Manage the Move to a Virtual Contact Center

NICE inContact

The adoption of cloud vs. on-premise software to manage the contact center is a door-opener for businesses. It grants them the keys they need to transition from on-site to fully virtual operations.

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.

Top Right Quadrant Hasn't Changed, But What's Going on in the Bottom Left?

Jacada

In reviewing the new 2020 Gartner Magic Quadrant for Workforce Engagement Management Report today, I saw something different for a change. The vendors positioned in the MQ Leaders Quadrant are still in the Leaders Quadrant, but what’s really interesting is what is happening in the lower left.

Report 130

4 Ways to Get Rid of Painful CX Silos

Comm100

Siloed systems are one of the greatest obstacles to a quality customer experience (CX). Your team can spend days crafting the perfect customer journey, but if only some people on your team can see the most recent interaction with the customer, how can your perfect customer journey come to fruition?

Leave the Toxicity Behind: Overcoming Contact Center Negativity

Calabrio

I got my start in contact centers by taking customer service calls. It was the late 90’s, and Titanic was dominating the box office. MMMBop was a huge hit, and Third Eye Blind ruled the charts.

Agents Get the Driver Seat in Delivering Customer Experience

NICE inContact

Today’s contact center leaders are measured on how they move the needle on customer experience (CX). It probably ranks as the #1 KPI in today’s customer centric contact enters.

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.