Sat.Jan 18, 2020 - Fri.Jan 24, 2020

From Build to Integration: The Essentials of a Successful VoC Program

CloudCherry

Gathering customer feedback is a mainstay in business. However, most companies have recognized that closed-ended surveys aren’t enough to gain powerful insights into the customer experience (CX).

9 Well-Meaning Yet Harmful Phrases to Avoid with Customers

ChurnZero

9 Well-Meaning Yet Harmful Phrases to Avoid with Customers. Author: Emily Nesterick. In honor of the 62 nd GRAMMYs airing this weekend, I wanted to highlight a song nominee that’s become the unofficial anthem of dealing with difficult customers.

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3 Ideas to Improve Your Voice of the Customer Methodology

Experience Investigators by 360Connext

How do you make your Voice of the Customer plan more meaningful? Four words: More customer, more voice. Quick Voice of the Customer Overview. You are probably familiar with the term Voice of the Customer, often referred to with the shorthand “VoC.”

The Right Survey to Measure Each Touchpoint of the Customer Journey

GetFeedback

To prepare for a recent business trip, I booked a roundtrip flight, hotel, and rental car. All done via Expedia, because it gives me one place to handle all travel arrangements, and provides a very nice app to remind me what I booked along with directions, phone numbers, and more. .

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

Visually Enhancing Agent Experience Creates Better CX

TechSee

With days jam-packed with frustrated customers, confined to a cubicle and often on a low pay scale, it is inevitable that poor agent experience leads to reduced motivation and even burnout.

More Trending

Preparing Your Contact Center for the Unexpected

NICE inContact

NICE inContact has sought the guidance of our customers that are succeeding in call center excellence from Amy Latzer, Chief Operating Officer of 211 LA, Los Angeles County’s Health & Human Services Organization which provides citizens access to social services.

How to Use Artificial Intelligence in Your CX Program

GetFeedback

Artificial intelligence (AI) is improving all the time and slowly making its way into our offices, activities, and homes.

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Blue Ocean Named as Finalist in 2020 Stevie® Awards for Customer Service Success

BlueOcean

Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Customer Service Success – Technology Industries” category in the 14 th annual Stevie® Awards for Sales & Customer Service.

3 Best Practices for Creating Dashboards That Tell a Dynamic Story

MaritzCX

Maximize the Effectiveness of Your Dashboards Fighting for the attention of our colleagues and executives is hard, let alone, having the ability to inspire them to think differently or make necessary changes is even harder.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

Announcing our Best-In-Class Glossary of Contact Center Terms

NICE inContact

To help your contact center stay on top of these industry terms, we’ve built a new best-in-class glossary! Call Center Best Practices Contact Center Trends & Insights

New Research Digs Into Industries And Consumer Feedback Patterns

Experience Matters

The XM Institute is kicking off the year with a research bang. In a previous post, I mentioned two reports from late last year that show the business value of CX, The ROI of CX and What Consumers Do After a Bad Experience.

Brand Portfolio Secrets to Success (The 5 Things You Need to Know)

C3Centricity

How do you know when you have too many variants in your brand portfolio? In my opinion, the answer is that it’s when you can’t answer that question! Can you? One of the most popular evergreen posts on C3Centricity is “The Beginners Guide to Brand Portfolio Management.”

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Still Unsure about CCPA Compliance? We Can Help

Vision Critical

We’ve passed the threshold of January 1, and a lot of businesses are still confused about CCPA compliance. If you're feeling this way, you're not alone. The New York Times reports that even major tech companies interpret the law differently.

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Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

How did you perform during your recent customer experience ‘stress test’?

NICE inContact

Most, if not all businesses are wrapping up an informal ‘stress test’ on their customer service operations that could have a big impact on their business for the coming year and beyond.

Seeking a New VOC Vendor? Here’s How to Make the Transition

CloudCherry

As with any business solution, it’s not uncommon for companies to feel trapped by their voice of the customer (VoC) vendor once they’ve already implemented VoC tools and attempted to put them into practice.

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What is Required for Great Customer Experiences!

Wired and Dangerous

Walk into one of your favorite service providers and you immediately feel the difference in the experience that makes this establishment one of your chosen few. What is the difference?

You Must Be Padding Your Resume ‘Cause You Can’t Be That Good

Steve DiGioia

I saw this written on a resume the other day. One of her past job duties was “ Joyfully greeted guests “ My first reaction was, “What kind of B.S. is that to write? You must be padding your resume ‘cause you can’t be that good.

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How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

501 Ways to Roll Out the Red Carpet for Your Customers by Donna Cutting (a One Win Book Review)

Customers That Stick

In this One Win Book Review, we take a look at 501 Ways to Roll Out the Red Carpet for Your Customers by Donna Cutting.

Press Release: Heart of the Customer and Usermind Partner to Accelerate CX Innovation for Enterprises

Heart of the Customer

SEATTLE, Jan.

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A Discussion with UJET’s Chief Revenue Officer Darcey Harrison

UJET

We’re thrilled to welcome Darcey Harrison as our new Chief Revenue Officer. Darcey joins UJET with a long and prestigious track record of success across both software and hardware technologies including Markforged , Cisco Meraki, and Bank of America.

Guest Post: The Secret to Stand-Out Store-Level Customer Service

ShepHyken

This week we feature an article by Brett Patrontasch, CEO of Shyft. Brett provides three insightful ways to help improve customer satisfaction and employee empowerment. Most retail businesses understand that the best service strategies won’t succeed if store-level employees don’t feel motivated.

Customer Experience Management: A 3-Legged Stool

In today's business world we know that customer experience management has a huge impact on satisfaction levels, customer loyalty, and even profit. But there's more to it than just customer service - learn more about the 3 legs of CEM.

Is Customer Service Dead?

Customers That Stick

Is customer service dead? Absolutely not! . Customer service is not dead, but it is changing. Part of that change is that we now look at the broader concept of customer experience, which is that overall journey a customer takes with a business or brand.

7 Local Search Tips to Boost Your Online Presence

ReviewTrackers

Optimizing a website for local search results is a top priority for any business. Not only does it improve your ranking on search engines, but it can also bring in more customers. Our 2017 Local Search Report showed that 35 percent of all search traffic is local.

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6 Tactics to Focus on for Preventing Customer Churn

Team Support

The concept of “customer churn”, or customers leaving a business, is something that keeps executives around the world awake at night. Especially in the B2B (business-to-business) industry, losing just one major customer can make or break a business.

The Top 7 Churn Management Strategies for B2B Enterprises

Totango

You are not powerless in the face of churn. There are almost always indicators that a customer is going to churn, which means that if identified early, a good Customer Success team can mitigate the risk and execute a successful recovery plan.

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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.

Customer Patience Is Finite (Why I Dumped My Favorite Restaurant)

Customers That Stick

Last year, on January 3rd, I went to my favorite lunchtime restaurant. I remember the date, because it was my first restaurant meal of the new year; it was also the last time I ate at that restaurant.

Which Brand Won Veganuary? Consumers Give Their Verdict

Brandwatch CX

React Trending

Batteries Included

ShepHyken

“There are two kinds of people: Batteries Included and Batteries Not Included.”. That quote comes from Dan Sullivan, founder and president of the Strategic Coach program. If you’ve been following my work, you’ll probably recognize his name.

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