One Of The Best CX Resources Of 2017

Storyminers

This CX Resource also brings crystal clear insights useful to any serious customer experience design practitioner. Customer Experience is making great inroads into business, both in the US and in Europe.

Customer Experience: Top Resources To Design the Best Strategy For Your Business

Omnicus

Deliver the best CX with these tools and resources to acquire and retain more customers. Customer Experience

Customer Service Professional Development – Resources To Help You Learn & Grow

Comm100

In my own personal career, I have used quite a few different resources to stay on top of my job and the demands placed upon me. LinkedIn is, of course, the premier location for business-to-business contacts and communication and it has a host of resources and people to follow.

4 Essential Resources to Read Before You Craft Your Contact Center RFP

BlueOcean

Here are our most popular resources to guide you in crafting an RFP that will address the unique challenges of selecting a contact center partner. This resource looks at the big picture of contact center procurement. You’re no stranger to RFPs.

Resources To Prepare For Your CX Certification

Experience Matters

I’m extremely proud to be a Certified Customer Experience Professional (CCXP). One of the reasons is that this certification encourages CX professionals to build and maintain their expertise at a high level, which will raise the overall quality of CX across organizations. So my hope is that more qualified CX professionals will join the ranks of CCXPs. If you’re thinking […]. Customer experience

Resourcing up the silos – Beth Richardson investigates the world of customer experience job vacancies!

ijgolding

But whilst all this earnest commentary is being read, liked and shared, over in the jobs section of LinkedIn we’re busy resourcing up the silos. The post Resourcing up the silos – Beth Richardson investigates the world of customer experience job vacancies!

Be Resourceful Not Lucky Part II

Kate Nasser

Be resourceful to thrive in change. Actionable steps to be resourceful fr The People Skills Coach™. The post Be Resourceful Not Lucky Part II appeared first on KateNasser.com. It is agility in action & keeps you vital & relevant.

The Best Customer Success Resources of 2016

Amity

Editor’s note: This is a living document, and our goal is to update it regularly with the best resources around customer success. The Best Customer Success Resources of 2016. But in order to bring it up a notch, you need to discover some new resources.

Why Must Leaders and Their Companies Now Give More Attention (and Resources) to EX?

Beyond Philosophy

For several decades, corporations and employee consulting and research companies, have been focused on engagement, essentially the fit, alignment, and productivity of human resources in achieving company objectives. Michael Lowenstein, Ph.D.,

On-Demand Astea Webinar: Fix Your Technician Resource Gap

Astea

The other option you have to fix the technician resource gap is using contingent and third-party technicians. Did you know that 70% of service organizations will experience a field worker shortage in the next 5 – 10 years? Of the 70%, one-half are dealing with a retiring workforce now. .

Resourceful Creative Thinking: JOIN #Peopleskills Chat Jan. 17th

Kate Nasser

One path to resilience is resourceful creative thinking. The post Resourceful Creative Thinking: JOIN #Peopleskills Chat Jan. JOIN The People Skills Coach™ in people skills global Twitter chat Jan. 17th 10amET/3pmGMT on how to do it better.

How Human Resources Can Add Value to Customer Experience Excellence

ClearAction

How Human Resources Can Add Value to Customer Experience Excellence. So Human Resources (HR) departments can make a big difference is helping companies achieve CX goals, as we discussed in Part 1 of this article: Seeing HR’s work within the bigger picture of external customers’ needs.

Fischer Fellowship: From Providing Technology Solutions to Educational Resources

West Monroe

It’s an amazing program that allows employees to focus on a passion that they normally wouldn’t have the time or resources to support, while helping West Monroe’s mission to develop the next generation of leaders—both at work and in our communities.

Free CX Resource for CXPA Members

Heart of the Customer

The post Free CX Resource for CXPA Members appeared first on Heart of the Customer. For those looking for a little advice, the CXPA has an offering for you: Ask the CX Experts. The CXPA has a panel of experts (including yours truly) who can answer members’ questions on how to get started. Typical questions involve the proper approach towards measuring a specific customer interaction, how to best build the case for a CX program, etc.

How Customer Experience (Cx) can be Dramatically Enhanced by Deploying Digital Channels and Digital Resources

Jacada

Most professionals operating in the Customer Experience (Cx) space are typically faced with these four primary challenges: Improve, enhance and optimize the entire Customer Experience. Reduce or mitigate business, brand, product and reputational risk. Improve business, commercial and financial performance. Read More. Jacada Blog

How Customer Experience (Cx) can be Dramatically Enhanced by Deploying Digital Channels and Digital Resources

Jacada

Most professionals operating in the Customer Experience (Cx) space are typically faced with these four primary challenges: Improve, enhance and optimize the entire Customer Experience. Reduce or mitigate business, brand, product and reputational risk. Improve business, commercial and financial performance. Read More. Jacada Blog

How To Get Resources For Digital Intelligence

Forrester's Customer Insights

Congrats. You, like digital customer insights pros in many firms, continue to advance your ability to provide insights about your customers' digital behavior. However, you're leaving money on the table.

Tackling Resource Gaps in Marketing Technology Skills

Think Customers

Unless you've been living under a rock, it's pretty obvious that marketing has become incredibly technology-focused. Instead of sending out batch and blast emails and conducting other random acts of marketing, marketers are increasingly exploiting the value of data-driven decision making to deliver more personalized communications and engage more effectively with customers.

In the Beginning There Was Human Resources … Although They Called It “Personnel”

Happy or Not

By HappyOrNot Americas Believe it or not, there was a time when there was no such thing as Human Resources. The post In the Beginning There Was Human Resources … Although They Called It “Personnel” appeared first on HappyOrNot. It may be hard to imagine in a world where we’re constantly focused on recruiting, hiring, and finding ways to better engage employees, but the first HR department (or and it least something like it) […].

The ideal Chief Advocacy Officer: Balancing experience, credibility, resourcefulness and perseverance

Bain

Few decisions are as vital to a Net Promoter effort as choosing the person who runs it day to day. Bring in an arrogant, detached executive with limited ability to relate to front-line employees or one with flimsy experience but major entitlement, and the effort will be doomed.

A Cure for the Overloaded Workforce: Capacity Planning - Frank Reactions

Tema Frank

You wouldn’t expect a book called the Resource Management And Capacity Planning Handbook to be high on the reading list of someone interested in customer experience improvement. Customer Service / Customer Experience Frank Reactions Podcast Process Shows capacity planning human resource planning Jerry Manas PPM priorities project management resource management resource planning

What Percentage of Your Resources Should You Invest in Marketing

LiveChat

The post What Percentage of Your Resources Should You Invest in Marketing appeared first on LiveChat. Barnum, the founder of Barnum & Bailey Circus , once said: “Without promotion something terrible happens. Nothing.” Any small business can learn from what P.T.

Skills-Based Routing: Effective Resource Planning Is Vital

Brad Cleveland

Call Center Contact Center Customer Service Videos Workforce Management Brad Cleveland skills-based routing workforce management

Skills-Based Routing: Effective Resource Planning Is Vital

Brad Cleveland

Call Center Contact Center Videos Workforce Management Brad Cleveland Customer Service skills-based routing workforce management

5 Ways To Master your Customer Experience Role

360Connext

We’ve listed several of them on our Customer Experience Resources page, along with some downloads and other free resources to help you. This community of CX pros from around the globe provides tons of resources, educational opportunities, conferences, and more.

Contamination Alert! How to Purify a Toxic Workplace Culture

360Connext

Human resources, now inundated with complaints and issues, doesn’t see things changing, either. Blog Customer Experience customer service Featured company culture HR Human Resources leadership linkedin Workplace CultureEver walk in on a couple who is in the middle of a fight?

10 Steps To Improving Staff Morale, Quality & Profits - Frank Reactions

Tema Frank

Human Resources Vice President, Marcie Kiziak, got a chance to test out her HR theories on how to improve staff morale and turn around a dysfunctional workplace. B2B Canada Frank Reactions Podcast Process Shows Strategies hr human resources leadership staff moraleShe was thrown into an industrial coatings company as an interim Operations VP … Continue Reading → The post 10 Steps To Improving Staff Morale, Quality & Profits appeared first on Frank Reactions.

The promising future of CX hiring

Customer Bliss

CCO Role CCO job description cx trends firing hiring hiring employees HR human resources job trendsI came across this article on Yahoo Finance a few days ago. It’s from PR Newswire and the title is “How Many Customer Experience Professionals Will Survive 2017?”

Want Your Staff To Care About Customer Service? Care About Your Staff - Frank Reactions

Tema Frank

Staff Satisfaction is Key To Customer Satisfaction You might think that Human Resources is getting kind of far from this blog’s original focus on online marketing strategy. Blog Book: PeopleShock Canada Customer Service / Customer Experience Frank Reactions Podcast Shows Strategies blog business business strategy culture customer service Edmonton hr human resources marketing small business staff turnover values

Astea Webinar: Fix Your Technician Resource Gap

Astea

Register now for the “Fix Your Technician Resource Gap” webinar on February 15 at 12:00 pm ET. 70% of companies will face a field service talent deficit from retirement in the coming 10 years.

2017: The Year Of The Journey

Kerry Bodine

We need to organize our people, our resources, and our work around journeys. Be honest—if you’re not willing to devote full-time resources to this, you’re not serious about improving your customer experience.) FREE Resources The Customer Journey

30 Great Customer Experience Quotes - Frank Reactions

Tema Frank

Blog Customer Service / Customer Experience Interview Highlights #cx business strategy customer experience customer service hr human resources quotesIt has been another great year of interviewing inspiring experts on customer experience, online marketing, social media and business strategy on the Frank Online Marketing Show.

Customer Experience Starts Here

Avaya

It requires an open, integrated and future-proof ecosystem built on specific tools and technologies like customer journey analytics, omnichannel, anticipatory engagement and intelligent resource matching.

How Cirque Du Soleil & Diamond Resorts Manage Customer Experience Challenges - Frank Reactions

Tema Frank

Book: PeopleShock Customer Service / Customer Experience Frank Reactions Podcast Marketing Research Sales Shows Social Media Strategies Cirque du Soleil Diamond Resorts hr human resources Lou D'Angeli marketing Patrick Duffy staffAs I listened to Lou D’Angeli, Cirque du Soleil‘s Director of Marketing, Public Relations and Sales, talk at the recent Customer Experience Strategies Summit, two memories came to mind.

Are you SURE you’re Hiring the Right person?

360Connext

Blog Customer Engagement Customer Experience Featured culture hiring HR Human Resources leadershipEmployee engagement is a key driver in delivering great customer experiences. Without a dedicated and engaged workforce, customer complaints increase, loyalty decreases, and the company is less successful. And while it’s of course critically important to keep employees engaged and enthused about their work, it starts with who they are. Toxic people come in many forms, […].

Give The Gift of Caring To Your Staff … - Frank Reactions

Tema Frank

B2B Blog Blog @fr Book: PeopleShock Customer Service / Customer Experience Frank Reactions Podcast Marketing Research Process Shows dream dream manager hr human resources jancoa mary miller quality respect staff… And They’ll Give The Gift of Service To Your Customers “Nobody dreams of being a janitor,” says Mary Miller, the CEO of the highly successful janitoral services company, Jancoa.

Think You Have Problem Employees? The Problem May Be Processes. - Frank Reactions

Tema Frank

B2B Blog Book: PeopleShock Customer Service / Customer Experience Frank Reactions Podcast Process Shows Strategies Attiyah blog book business business strategy customer service employees empowerment entrepreneur Fearless Front Line human resources interview management managers marketing Ray staff strategy

Join the webinar: Weathering the storm of crisis communications

Kayako

Resources crisis delivering bad news webinarThe founders of Sorry ™ will be joining us on November 11 to present a webinar on how to prepare your company to weather a storm of customer complaints.

4 Things Every Employee Needs to Consider with Vacation Time

Myra Golden

Human Resources vacation policiesToday I delivered a customer service workshop in Chicago. When we broke for lunch, three of the attendees invited me to a vegan bistro. Of course, I was thrilled to join them! Over lunch, one of the ladies told me, “I almost never take my vacation time.

Announcing Forrester’s Inaugural MRM Evaluation

Forrester's Customer Insights

We are delighted to announce The Forrester Wave™: Marketing Resource Management, Q3 2018. Forrester defines marketing resource management as: Enterprise marketing technology that helps marketers with financial planning, performance measurement, collaboration and calendaring, project management, content production, […]. Our 35-criteria evaluation includes the eight most significant MRM vendors – Aprimo, BrandMaker, IBM, Percolate, SAP, SAS, Stylelabs, and Workfront.

White Paper: Designing a World-Class CX Approach

Heart of the Customer

Customer Experience ResourcesWhat does it take to design a customer experience (CX) program that drives business results?

ROI 78

Frustrated By Your Workplace? Consider This. - Frank Reactions

Tema Frank

Blog Book: PeopleShock Customer Service / Customer Experience Frank Reactions Podcast Process Shows Strategies Blakeman business model Chuck hr human resources industrial age leadership management managers participation profit-sharing staffingIn one of my first jobs, back in the days when even junior management staff didn’t do their own typing, I was offered access to a secretary who “everyone” said was lazy and stupid.

“I’m new to CX – what do I do?” Seven Steps for the New CX Leader 

Heart of the Customer

Customer Experience CX vision ResourcesOne of the pleasures of my role is that I get to meet people new to customer experience (CX).