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 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.

Bring People Back to the Core of CX Work: Make Mom Proud Resources

Customer Bliss

” my aim is for people to use this book as a resource to become better business leaders and employees, all working together to fix customer frustrations, earn loyalty, and drive growth. More Articles and Resources to Improve Your Customer Experience.

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.

eBook: Top 6 Benefits of Improving CX Assurance

Resources are constrained in every organization. efficiencies that enable them to: • Increase delivery throughput • Reduce delivery lead time • Reduce rework • Free resources for more value-added work Using automation, one Cyara financial services. Top 6 Benefits of. Improving Your.

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. .

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.

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.

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.

Frost & Sullivan White Paper–CX Innovation Through Agile & DevOps

And without high-level support from an executive sponsor (which would include resources and funding), it’s almost inevitable that teams will encounter resistance from management, other development teams, and business partners.

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.

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

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.

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) […].

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.

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

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.

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.

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.

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

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.

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?”

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

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, […].

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.

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

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.

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?

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.

“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).

FREE Journey Mapping Template

Kerry Bodine

Customer Journey Maps FREE ResourcesA while back, someone asked me on Twitter whether or not you could create effective journey maps in PowerPoint. My answer is an emphatic “yes!”

WEBINAR: Elevating Service for the Connected Customer

Kerry Bodine

Customer Service FREE Resources Kerry Bodine & Co.

Are CX firings on the rise?

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?”

Driving Change Through Journey Mapping

Heart of the Customer

Customer Experience Customer Experience Surveys Customer Journey Map ResourcesToo much journey mapping is done in an intuitive manner. Which is why half of all journey maps fail to drive action.

Half of all journeys maps fail to drive change. Don’t be a statistic.

Heart of the Customer

Customer Experience Customer Journey Map ResourcesCustomer journey maps are a customer experience (CX) leader’s best friend. Done well, a journey mapping initiative aligns your teams around a shared vision to an improved customer experience.

NameCoach

CSM Magazine

NameCoach is an advertiser of Technology Tidbits.educational resources. educational resourcesNameCoach is a wonderful web service that educators are using to learn student's names and pronounce them correctly.

Disband HR at Your Peril – by Chris Humphrey

ijgolding

I unexpectedly found myself defending HR and arguing that, once a culture of customer excellence has been intentionally established in an organisation, it would be preferable to disband the customer experience team and pass the baton to human resources.

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.