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The Key to Cultivating Loyalty: Taking Action on Customer Feedback
IntouchInsight
AUGUST 22, 2019
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Sat.Aug 17, 2019 - Fri.Aug 23, 2019
5 Challenges Customer Service Managers Face Today
CSM Magazine
AUGUST 22, 2019
Check out these five challenges currently facing Customer Service Managers on the quest for top-rated customer service. The field of customer service is a constantly evolving one, particularly as technology advances continue to come at a fast and furious pace.
Are You Stepping Up to the Challenge? Prepare for Disruptions and Adapt to Consumer Behaviors
Customer Bliss
AUGUST 22, 2019
As a CX practitioner, I continue to see how technology ushers in disruptions across retail and other B2C service industries, but I want you to remember that customer behavior is the actual impetus for these disruptions.
It Turns Out, Customers LIKE Email
NICE inContact
AUGUST 21, 2019
As far back as 2013, Forbes was publishing articles like, 5 Ways Email Makes Your Employees Miserable and How To Get Rid Of Email In Your Company. I can think of several technologies that have promised to replace email, like Slack and other messaging applications (e.g., Apple Chat or WhatsApp).
The Omnichannel Olympics: Transform to Perform
Speaker: Ron Dutta, VP of Business Development & Omnichannel CX Solutions
We are currently in an age where customers of all ages are always on the go and do not have time to connect with companies over traditional channels. They want companies to provide more channels of communication and solve problems at their moment of need. How do companies continue to add more channels and keep up great customer service?
The Purpose Of A Corporation, Redefined
Experience Matters
AUGUST 21, 2019
Almost 200 CEO's redefine the purpose of a corporation. My take: It's all about adding value to people's lives. The post The Purpose Of A Corporation, Redefined appeared first on Experience Matters. Customer experience
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How Spark Aligned its Approach to Frontline Training, Recognition, and Rewards with Excellence in Customer Outcomes
MaritzCX
AUGUST 19, 2019
Creating a Measurable Training Initiative To drive a customer centric culture, Spark overhauled its approach to frontline training, recognition and rewards to align with excellence in customer outcomes.
Digital Customer Service on a Shoestring
NICE inContact
AUGUST 21, 2019
A penny saved is a penny earned, right? That’s certainly true in business, and nowhere more visibly than in small and medium enterprises. The smaller the company, the smaller the budget and the more pressure managers are under to justify every expense.
I’m Sorry, We’re a Little Short-Handed Today
Steve DiGioia
AUGUST 19, 2019
never ever say that to a customer I went to my local Petco store last week to buy a few more guppies for my fish tank. I got this tank for my kids a few years ago but they never bothered to look at the tank and I don’t think they’ve ever even fed the poor fish. But that’s another story.
How to Keep Members Engaged & Excited about Your Member Hub
Vision Critical
AUGUST 21, 2019
Craig Troop, Deputy Director of Research, and Carol Powanda, Research Analyst at the Pennsylvania Lottery share these tips based on their experience leading the PA Lottery Insiders insight community.
Redefining Customer Experience Metrics for Better Performance
Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum
Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.
Get Rid of Opportunistic Fees & Improve Customer Experience
Customer Bliss
AUGUST 20, 2019
In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother. . The following is a lightly edited transcript of the video below. A drink of water from a bottle in my hotel room just cost me about 42 cents.
Managing Gen-Z and Millennials in the Contact Center
NICE inContact
AUGUST 23, 2019
Millennials – born between 1980 and 1995 – have been workforce rookies for the past 15 years, but there is a new kid in town, Generation Z.
7 risks of a bad research sample
QuestionPro Audience
AUGUST 22, 2019
The purpose of customer research is to develop new knowledge about the market. In order to do this, surveys must be designed to gather accurate, reliable data about customer preferences, from the right research sample. Then, the collected data are analyzed to produce new insights.
You say you want a Revolution?
CloudCherry
AUGUST 22, 2019
Shep Hyken- acclaimed author, speaker, CX Expert, and this week’s ‘Sweets of CX’ guest- discusses his latest book, ‘The Convenience Revolution’. And- trust us- it’s a Revolution you want to be a part of.
Training for Lead Generation, Customer Onboarding and Support
Advertiser: Skilljar
Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.
4 Tips to Improve Your Contact Center Customer Experience
Comm100
AUGUST 20, 2019
If you’re in the contact center space, chances are you already have a customer experience strategy.
Get Your Contact Center Ready for the Modern Age
NICE inContact
AUGUST 20, 2019
If you purchased a laptop in 2012 and compared it to one today it would be like comparing a raft to a nuclear submarine! That’s because all technology has a “shelf-life”. For many IT systems this is about seven years. This is also true for call center systems.
10 reasons why businesses enjoy the benefits of test marketing
QuestionPro Audience
AUGUST 20, 2019
Test marketing is defined as a strategy used by companies to check the viability of their new product or a marketing campaign before it is being launched in the market on a large scale. It is used across the business world to find out what consumers want and need in their everyday lives.
Do you say you want a Revolution?
CloudCherry
AUGUST 22, 2019
Shep Hyken- acclaimed author, speaker, CX Expert, and this week’s ‘Sweets of CX’ guest- discusses his latest book, ‘The Convenience Revolution’. And- trust us- it’s a Revolution you want to be a part of.
6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center
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If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.
Episode 62 – Treat Your Customer Service Representatives Like Royalty
Kristina Evey
AUGUST 21, 2019
Customer Self Help options and channels are on the rise – Studies suggest that as many as 76% of customers … Read More Episode 62 – Treat Your Customer Service Representatives Like Royalty. The post Episode 62 – Treat Your Customer Service Representatives Like Royalty appeared first on Kristina Evey. employee engagement Employee Experience Planning for CX Podcasting Strategy
Workforce Management Basics in Today’s Contact Center: Part 2
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.
How #socialmedia is changing the marketing landscape
QuestionPro Audience
AUGUST 20, 2019
Social networking and social media are no longer in their infancy. As these platforms keep on developing quickly, they become significant bits of the online design and experience that reshape how brands engage with their consumers.
Creating a Customer-Centric Culture: Share Data with Purpose
CloudCherry
AUGUST 19, 2019
Photo by Austin Distel . Photo by Oleg Laptev . Even just 20 years ago, the job of “Chief Customer Experience Officer” at companies like a regional credit union, a large insurance company, or national retail organization was unheard of.
How to Make the Transition to Customer Service Outsourcing
Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.
You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.
4 Lessons from AI Proof of Concept Failures in Customer Service
TechSee
AUGUST 19, 2019
Advances in Artificial Intelligence (AI) have delivered big wins for many B2C companies. AI technologies have enabled biometric identification, voice recognition, predictive analytics and, of course, chatbots.
Contact Center Benchmarks Provide Continuous Improvements
NICE inContact
AUGUST 19, 2019
How do you know how your organization is really doing? How you stack up against external standards and industry peers? That you’re taking the right steps towards improvement in the contact center and beyond? Contact center benchmarks , that’s how.
What Can You Do To Create a Better Experience For Your Customers?
ShepHyken
AUGUST 21, 2019
If you’ve ever seen one of my speaking presentations, you’ve most likely heard my story about my favorite cab driver. It is an example of excellent customer service. It’s universal—I don’t know of anyone that hasn’t been in a taxi.
Building a CX Dashboard
CX Accelerator
AUGUST 19, 2019
If you’re running a CX program, you need a way of communicating your progress to your superiors and the broader organisation. We are all guilty of not communicating enough on occasion.so
A New Segmentation Model for Customer Onboarding
Advertiser: Skilljar
A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.
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