April, 2021

Alida Activate Spring Masterclass

Kerry Bodine

I’m super excited to be part of Alida ’s Activate Spring Masterclass on May 6 from 1 – 5pm ET. This is your chance to understand how you can quantify the value of customers’ experiences in your business.

Introducing GetFeedback’s new brand

GetFeedback

We've decided to rebrand GetFeedback. Here's our journey to rebrand, including how we landed our brand look and feel, logo, and tone and voice. Product & News

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Customer Interviews for CX: How to Conduct Interviews & How They Can Make a Difference

Experience Investigators by 360Connext

Customer experience leaders often talk with confidence about their Voice of the Customer (VoC) programs. They boast about how often they survey customers, collect feedback via fancy technologies, and produce reports with color-coded graphs.

How chatbots are changing the landscape of customer support

NICE inContact

If you’ve interacted online with pretty much any sort of business in the past year, there’s a good chance it was handled by a chatbot. Lately, I’ve encountered more local small businesses using them to take orders and answer questions.

Why Is Patient Engagement Important? | Frontline Group

There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.

Using Insights to Stay Ahead in an Oversaturated Market

Alida

New competitors popping up, alongside industry titans expanding into new markets, make the competition for share of wallet more crowded than ever. But with customers at their spending limit, companies looking to grow without overburdening customers are faced with a tough question—how do I stand out?

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Virtual Journey Mapping Bootcamp: May 2021

Kerry Bodine

Hard-hitting content. Sessions that fit into your workday. Our two-part virtual bootcamp delivers a practical primer on journey mapping that you can immediately put into action for your organization. Part 1: Introduction to Journey Mapping.

Hip Hip Hooray! Calabrio Customer is a Finalist for SWPP WFM Professional of the Year

Calabrio

We’ve seen customers creatively step up to the challenges of this unique year—engaging their workforce and delivering on customer service expectations.

Words Matter in the CX Profession

Horizon CX

I first wrote and published this blog topic back in July of 2015.

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How to Engage Contact Center Agents in a Hybrid Workforce Model

NICE inContact

A hybrid workforce model isn’t going anywhere anytime soon. Agents are loving the flexibility and comfort it offers. But like anything, it comes with its own unique challenges as you try to keep employees engaged in their positions.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

4 Simple Reasons Why You Need Online Chat on Your Website

Comm100

Unless you live under a rock, you’ll have heard of, and likely used, online chat on a website. It’s used across every industry all over the world. While phone was once the dominant customer service channel, live chat is quickly taking its place.

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Creating Stories to Drive Success in Business

Storyminers

The post Creating Stories to Drive Success in Business appeared first on Storyminers. Podcasts

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Everything you need to know about measuring customer satisfaction

GetFeedback

Become a CSAT expert with our comprehensive 4-week email course. Articles

Are You Prioritizing Patient Experience?

Alida

If the constantly changing state of the healthcare industry has left you reeling, you’re not alone. There’s no doubt about it: The pandemic has been a major stressor for the healthcare community. But, in many ways, it has only accelerated shifts that were already inevitable.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

At Least Grumpy Old Guys Know What Great Customer Service Is

Steve DiGioia

As I’ve gotten older, I better understand why many “old folks” (speaking from the viewpoint of me as a kid) got so grumpy. They’re tired of dealing with years of B.S. from so many people and have had enough of it.

Think Big, Act Bigger A Practical Guide for Small Business Call Center AI and Analytics

NICE inContact

This is the third article in a four-part series designed to help small call centers choose the right software to enable them to thrive and compete.

Live Chat Benchmark Data & Best Practices for Financial Services & Banking

Comm100

Today’s customer service expectations cross over industries. If a consumer has a positive experience in one industry, they’ll expect it in another.

7 Questions with Mike Wittenstein

Storyminers

What have you found most challenging as a leader of a small or medium enterprise? Since I work primarily in professional services, the hardest thing is knowing what my future clients need. If I don’t know that, it’s hard to position our services and reason for purchase properly.

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

Driving growth with digital customer feedback: 4 insights from CX leaders

GetFeedback

4 tips from the SurveyMonkey CX Leader Roundtable Community. Articles

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Alida Sets out to Become the Most Partner-Friendly SaaS Company

Alida

If your company provides CX solutions, research & insights services, marketing services, or a technology platform, there are two things you need to know about Alida. Customer Experience Tech Industry

Learn to Apologize to Customers Like You Mean It

Steve DiGioia

The best intentions only get you so far and sometimes, your “best” is not good enough for your customer. They are upset, they are disappointed, and they deserve an apology. And here is where your “best” gets even worse.

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4 Reasons why your Customer Service Needs to be a Profit Generator

TechSee

Is customer service a cost center or a profit center? If you answered ‘cost center’, right now is the perfect time to challenge that assumption. Read on to learn four reasons why this is the case – and how to make the shift within your company.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Social Media is Bad for Customer Service

Bill Quiseng

Social media is bad for customer service. Whether ranting or raving, customers are telling stories online about businesses whether those businesses are listening or not.

Become a Storyminer

Storyminers

The post Become a Storyminer appeared first on Storyminers. Podcasts

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Turn Your Dashboards Up to 11

Heart of the Customer

Does it take you five hours to update your customer health dashboard, only to have three people barely glance at it? Worse yet, did someone else send out an Excel report that everyone read instead, even though you have a dashboard for their use? In other words, is your dashboard on mute?

Group Nine Captures a 360-Degree View of Digital Audiences

Alida

Group Nine Media is a leading digital media company with many highly visible, category-leading brands in its portfolio, which include Thrillist , The Dodo , NowThis , POPSUGAR , and Seeker.

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Measuring Up: Choosing the Right Score for Your Community

Speaker: Nichole Devolites, Director of Customer Experience at SecureAuth

On Tuesday, April 20th at 12 PM EDT as Nichole Devolites will share an exclusive webinar on the top three scoring systems (NPS, CSAT, and CES) and what they are used for. Register today for the webinar!