Kerry Bodine

JANUARY 29, 2019

The emerging role of the journey manager represents one of the most important developments since the creation of the Chief Customer Officer, yet many in the customer experience field have yet to encounter a journey manager within their organizations—or to develop a working knowledge of their typical job responsibilities and challenges. million product managers that you’ll find today on LinkedIn, journey managers number fewer than 2,000.

Management 196

Management Apparel Telecommunications Chief Customer Officer 196

NICE inContact

AUGUST 23, 2019

While both generations have commonalities, it’s important to recognize the differences and how to cater your performance management strategy to their unique needs and preferences. The post Managing Gen-Z and Millennials in the Contact Center appeared first on NICE inContact Blog.

Contact Center 156

Contact Center Management Social Media Communication 156

NICE inContact

AUGUST 22, 2019

In Part One of this two-part series, we sought to demystify the forecasting and scheduling components of contact center workforce management. In Part Two, we will seek to address intraday management and employee engagement as components of a WFM program. Intraday management.

Contact Center 156

Contact Center Management Employee Engagement Average Handle Time 156

NICE inContact

FEBRUARY 13, 2019

You’ve heard of quality management (QM), and your contact center probably has a quality program in place today. Thus, Quality Management Analytics harnesses the power of analytics and leverages those insights to make your quality program more precise and efficient. To learn more about NICE inContact Quality Management Analytics Pro, start by watching this fun, relatable overview video! The post What is Quality Management Analytics?

Management 171

Management Call Recording Interaction Contact Center 171

Speaker: Ron Dutta, VP of Business Development & Omnichannel CX Solutions

Company

NICE inContact

JANUARY 11, 2019

The current decade has brought many changes to quality management, including the increase of treating customer interactions using omnichannel – the ability to handle queries flexibly across self-service and agent-assisted media channels with full context.

omnichannel 297

omnichannel Management Contact Center Average Handle Time 297

Kerry Bodine

JANUARY 29, 2019

The emerging role of the journey manager represents one of the most important developments since the creation of the Chief Customer Officer, yet many in the customer experience field have yet to encounter a journey manager within their organizations—or to develop a working knowledge of their typical job responsibilities and challenges. million product managers that you’ll find today on LinkedIn, journey managers number fewer than 2,000.

Management 120

Management Apparel Telecommunications Chief Customer Officer 120

Experience Matters

MARCH 13, 2019

Last week, I gave two presentations at the Qualtrics X4 Summit that focused on how to adopt experience management (XM). The post Tapping Into The Power Of Experience Management appeared first on Experience Matters. Customer experience XM - Experience ManagementHere’s a glimpse of that content… First of all, let’s get aligned: what do you expect to see in the future? More or less demanding customers? (I I say more) More or less demanding employees? (I

Management 162

Management Customer Experience Data How To 162

NICE inContact

AUGUST 13, 2019

Forecasting is a critical component of a call center’s workforce management program. The reality is that sometimes you just don’t have great historical data, especially in the case of young contact centers, or those that are just newly implementing contact routing or workforce management software. You can’t expect your workforce management software to make something (a great forecast) from nothing (bad historical data).

Contact Center 131

Contact Center Management Data Average Handle Time 131

Lumoa

JANUARY 8, 2019

Find out what are 5 leading trends in B2B customer experience management in 2019. Drive your business-to-business operations to customer success and advocacy. Understand the influence of customer feedback on B2B operations. RSS generated with FetchRss

B2B 213

B2B Customer Experience Management Trends Management 213

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engagement and contact center management process. and knowledge management, consistently rated #1, eGain has. managers can measure and fine-tune AI and knowledge. If Artificial Intelligence (AI) for the overall business is a red hot.

Contact Center

NICE inContact

AUGUST 12, 2019

For seasoned workforce managers, predicting contact volumes and creating perfect schedules are second nature – even although, to those of us on the outside, they seem to speak a whole different contact center language!

Contact Center 181

Contact Center Management Employee Engagement Metrics 181

Kristina Evey

MARCH 13, 2019

You’ve seen the press about managers leaving companies because of their managers, not their jobs. I’ve had two conversations this … Read More Why Employees Quit Managers, Not Jobs. The post Why Employees Quit Managers, Not Jobs appeared first on Kristina Evey. Customer Experience Emotional Intelligence internal customers Leadership

Management 179

Management Company Leadership Customer Experience 179

NICE inContact

MAY 14, 2019

As I slogged along the 101 here in Southern California recently, I realized that my navigation is a lot like the intraday management and reforecasting capabilities available within workforce management platforms. First, What Is Intraday Management? For example, leveraging 40+ advanced patented algorithms and machine learning, CXone Workforce Management Pro can deliver the most accurate predictions of future call volume and create optimized schedules accordingly.

Contact Center 131

Contact Center Management Average Handle Time Course 131

ijgolding

FEBRUARY 6, 2017

Yet what is becoming clearer and clearer over time, is that despite the process of ‘mapping’ becoming more sophisticated over time (through the creation of prettier pictures), too few are using the mapping of the journey as one component of the art of customer journey MANAGEMENT.

Customer Journeys 320

Customer Journeys Management Measurement Customer Experience Professionals 320

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depending on the channel used (39 per- cent) as the second biggest challenge, while having too many calls to manage. meets their complex needs, agents must manage. their managers 18 SECTION 5 HOW TO IMPACT. channels are managed in silos so agents.

Contact Center

Jacada

AUGUST 29, 2017

Who wants to be a customer experience manager? A relatively new job title in the customer service space, customer experience manager is more than just a fancy title – it is the glue that holds the customer service center together.

Customer Experience Management 164

Customer Experience Management Management Customer Experience Customer Service 164

QuestionPro Audience

JANUARY 14, 2018

What is Panel Management Software? Panel management software is a tool that helps companies create a customized portal for their panel. Why Should You Use Panel Management Software? Panel User Management: Customize/add/edit fields for member profiling.

Software 272

Software Management Survey Report 272

Optimove

JUNE 26, 2019

The post Managing Infinite Customer Journeys appeared first on Optimove Be the Customer Journeys All-Star at Your Company. Smart marketers should always recognize the different touchpoints for customer engagement with their brand, products, and services.

Customer Journeys 83

Customer Journeys Management eBook Touchpoint 83

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. I hope you’ll watch the webinar if you haven’t already — and that you’ll find the answers below helpful on your own path to journey management. Journey Managers. Why is it a journey manager , and not a director? I look at this role as being structurally similar to that of a product manager.

Management 131

Management Touchpoint Customer Experience Banking 131

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Are hiring managers adapting training and recruiting practices to. only does this help managers. for managing requests, which. workforce management (WFM). managers can schedule the. Quality Management Smart forecasting, scheduling and.

Contact Center

NICE inContact

APRIL 11, 2019

Contact centers face a constant challenge in managing customer expectations. . Here are some key customer expectations and some tips towards managing them . Maybe some of data they need would be all around who the customer is , coming from CRM systems, some could be around orders placed by the customer , coming from an order management system or some around pricing , coming from pricing systems.

Customer Expectations 171

Customer Expectations Tips Management System 171

NICE inContact

APRIL 26, 2016

Many contact center performance management solutions fail simply because the organization tries to make sense of all the data, without properly defining goals and what they are looking for first. The post The Key to Performance Management Success appeared first on inContact Blog.

Management 225

Management Contact Center Metrics Measurement 225

Feedback

OCTOBER 26, 2016

If you were born after 1994, you don’t need to Google “ social experience management.”. You are probably managing your own social experience as you read this article. What is Social Customer Experience Management? Managing the social customer experience.

Customer Experience Management 141

Customer Experience Management Management Customer Experience Social Media 141

CloudCherry

JULY 18, 2018

Fortunately, there’s a method to Customer Experience Management. Due to its simplicity, NPS is great for providing a broad high-level overview of customer experience to top management, but a multi-dimensional weighted Composite Scorecard Index can be more reliable and less volatile.

Customer Experience Management 208

Customer Experience Management Management Net Promoter Score Effort Score 208

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Calabrio ONE is a unified workforce optimization (WFO) software suite–including call recording, quality management, workforce management, voice-of-the-customer (VoC) analytics and advanced. Call Recording Quality Management Workforce. Management Calabrio Analytics Advanced.

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Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. I hope you’ll watch the webinar if you haven’t already — and that you’ll find the answers below helpful on your own path to journey management. Journey Managers. Why is it a journey manager , and not a director? I look at this role as being structurally similar to that of a product manager.

Management 120

Management Touchpoint Customer Experience Banking 120

CloudCherry

AUGUST 9, 2018

But the methods we’re using to manage the customer experience are stuck in the past. Moving customer experience into the future requires a whole new outlook on how we manage CX. In order to manage the customer experience, you need to understand, measure and improve on it.

Customer Experience Management 195

Customer Experience Management Management Customer Experience CEM 195

NICE inContact

JUNE 17, 2019

In a 2017 study titled Modern Standards for Managing Contact Center Quality, ICMI found a huge gap between the percentage of organizations that are using digital channels to communicate with customers and those that are using Quality Management (QM) to evaluate these channels. Well, now you don’t need all the time and resources in the world, you just need Quality Management Analytics.

Management 131

Management Multi-Channel Contact Center Measurement 131

NICE inContact

JUNE 17, 2019

In a 2017 study titled Modern Standards for Managing Contact Center Quality, ICMI found a huge gap between the percentage of organizations that are using digital channels to communicate with customers and those that are using Quality Management (QM) to evaluate these channels. Well, now you don’t need all the time and resources in the world, you just need Quality Management Analytics.

Management 131

Management Multi-Channel Contact Center Measurement 131

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metrics by which workforce management (WFM). calabrio.com 1 Forecast accuracy is one of the most important. professionals are judged—some go so far as to say. it’s the foundation of contact center scheduling. But it’s not always easy. In fact, forecasting can.

Contact Center

Customercount

APRIL 22, 2019

Is there a difference between reputation marketing and reputation management? Continue reading → The post Reputation Management versus Reputation Marketing appeared first on CustomerCount. News Customer Feedback online reputation reputation management reputation marketing review

Management 73

Management Marketing Feedback Customers 73

IntouchInsight

MAY 9, 2018

Meet the latest addition to the Intouch product family, our customer experience management software, LiaCX

Software 176

Software Customer Experience Management Video Management 176

MaritzCX

FEBRUARY 8, 2018

Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. As a customer-centric business, decisions should always be made based on customer benefit.

Touchpoint 260

Touchpoint Software Management eBook 260

MaritzCX

FEBRUARY 8, 2018

Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. As a customer-centric business, decisions should always be made based on customer benefit.

Touchpoint 260

Touchpoint Software Management eBook 260

Speaker: Tony Medrano, CEO of RapportBoost.ai

Contact Center

NICE inContact

APRIL 13, 2016

Luckily, there are countless solutions available to contact center managers today to help improve productivity, performance and overall customer experience. Managers are able to break down the calls being recorded and filter out data that is relevant at the time (i.e. This tool allows managers to search for specific key words, terms or phrases, then create a report showing the trends in your contact center.

Contact Center 191

Contact Center Tools Management Training 191