Sat.Nov 30, 2019 - Fri.Dec 06, 2019

The Complete Guide to Detractors – How to Turn Them into Promoters

Retently

Detractors are kind of a “taboo” topic in the business world – nobody really likes talking or thinking about upset customers.

Putting the ‘Q’ in CX – People are the measure of everything

ijgolding

Quality is the key pillar of excellence – one of the vital components enabling success in Customer Experience. Often, when we think about Quality, we instantly dive into something objective. Perhaps a physical product; objectives that are easy to measure; that we can standardize; and so on. .

Thinking Inside the Box: The 4 Fundamental Use Cases in CX

MaritzCX

The Beginning of Customer Relationship Management It was the 80’s. Hair was big, rock was loud, and something funky and new was being born. It was called Customer Relationship Management (CRM) and it was freakin rad.

How Learning Well Can Improve the Experience for Customers

Experience Investigators by 360Connext

The goal of learning in any workplace is to be, well, better. Better at serving customers. Better at increasing efficiency. Better at employee development. Better at staying ahead of the competition.

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

8 B2B Customer Support Breakthroughs to Prepare for In the Next Decade

Team Support

As we look forward into the next decade, let's first reflect back to the previous one and the impact it had on customer support. The 2010's was a decade driven by the emergence and evolution of mobile technology, making it easier to communicate than ever before.

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More Trending

Why Your Contact Center Knowledge Base Needs to be Visual

TechSee

Agent: Hello, thank you for calling Longbow Telecom. How may I help you today? Customer: I think I need to reset my router but I can’t work out how. Agent: One moment please, while I access that information. Agent: Thank you for holding. I’m pulling it up for you right now.

Can you justify investing in all these digital channels your customers use?

NICE inContact

You need to invest in digital channels in order to keep pace with the way your customers are communicating today. But, how do you justify the investment other than to say that you know that is what your customers prefer?

ROI 156

The 3 Biggest Customer Experience Game Changers of the Last Decade

Customers That Stick

It is an amazing time to be a customer experience expert and a fascinating time to look back at the immense changes to both the idea and practice of customer experience that the last decade has brought.

Tips 78

How to Drive Customer Advocacy

Totango

Your business is successful because you deliver value to customers. Their growth supports your growth, and advocating for them with help you both be successful. Customer advocacy is the art of learning what customers need and working to help them gain the value that is in their best interest.

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.

7 Questions That Reveal Whether Your Company is Committed to CX

Beyond Philosophy

When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. I wondered how I did that. When I thought about it, there were some common telltale cultural signs organizations share that indicate where their focus lies.

Contact Center 101: What is Workforce Optimization?

NICE inContact

Optimization is one of those buzzy words that gets thrown around a lot in the contact center industry. According to the all-knowing Merriam-Webster, optimization is the “act, process, or methodology of making something as fully perfect, functional, or effective as possible.”

Guest Blog: How to Provide Fast and Personal Customer Support in a World that Cannot Wait

ShepHyken

This week we feature an article by Valeriya Yordanova who writes about how customer support agents can deliver the fast and personal customer support that today’s customers demand.

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The Best Way to Create a Customer Journey Map

Lumoa

The customer journey map is a visual representation of the customer journey. Customer journey mapping is a way to overview the customer journey that helps you to manage the customer experience. Feed generated with FetchRSS

How to Cut the High Cost of Contact Center Agent Attrition

Agent attrition has always been a burden on a company’s bottom line. When turnover runs rampant in the contact center, institutional knowledge is lost, productivity drops, the quality of service decreases, and employee engagement and morale go down. This white paper takes an in-depth look at the problem and explains how outsourcing can be used to fix it.

5 Principles Behind Great Customer Engagement

Lithium

Psychological principles are giving brands important behavioural insight which, when used correctly, can help drive great customer engagement.

What Is Customer Communications Management?

Topdown

If customer communication management , or CCM, is the buzzword you’ve been hearing around the office, there’s a reason for all the hype. CCM software is something that businesses of all sizes would do well to adopt. Customer Experience Customer Communications Personalization

How to Prove the ROI of Customer Satisfaction (CSAT)

GetFeedback

What if the return on your investment is even beyond what you were hoping? Focusing on your customers will result in increased loyalty, more positive word-of-mouth referrals, and higher spend from your best customers.

ROI 195

CX Storytime Tale of Have Wine, Might Travel

Russel Lolacher

Even when travelling to the most beautiful, exotic destinations, an airline can make, or break your experience. As the first and last chapter in your book of adventure, they have the power to change the narrative. Stay tuned for a story of changed plans, Airline impacts and new opportunities.

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.

You Shouldn’t Have Told Me That

ShepHyken

The other day I went out to breakfast with some friends. There were eight of us, so we needed two tables pushed together. The restaurant was crowded. The hostess pointed to a table and said when that party got up, we could have their table and the table next to them, which was empty.

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Developing Unique Growth Mindset that Fuels Growth, Success, and Innovation

Strikedeck

Vincent Manlapaz, in an interview with Brett Andersen, Director of Client Success at Degreed, shares the dynamic role of CS and provides clear-cut strategies to structure grow and manage expectations and opportunities across the entire organization.

Employee Engagement: Understanding the Impact of Generational Differences within the Workforce

MaritzCX

No Longer Your Dad’s Work Environment Today’s workforce is more diverse than ever. Multiple generations often work together side-by-side.

Improving Agent Experience (AX) and Engagement One Step at a Time

NICE inContact

Agents are the most critical resource in a contact center and yet the hardest to retain as evident with high attrition rates.

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.

The Top 10 Sparq Enhancements of 2019

Vision Critical

Over the past 15+ years of working for software companies of all sizes and serving many different markets, I’ve noticed a few constants.

Can Your Customers Always Feel the Trust in Their Journey With You?

Wired and Dangerous

We live our lives on promises. From the time a child can grasp the concept of “cross my heart and hope to die,” there is a forever realization that anxiety can only be reduced through proof of trust while waiting for a promise to be kept.

Introducing the New Competitive Landscape Chart

ReviewTrackers

Product Updates

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Digital Room Takes Control of its Contact Centers on Unified CXone Platform

NICE inContact

E-commerce printing company Digital Room had been using different vendors for voice, email and chat.

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.

Field Service and the IoT

Astea

Download the Astea-authored whitepaper to see how IoT is Driving Field Service Transformation. The expectations and demands of today’s customers continue to increase rapidly. They expect improved uptime, better first-time fix rates, and faster response times.

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The Top 5 Customer Success Manager Best Practices

Totango

Customer Success Managers (CSMs) work hard to provide the best customer experience possible by prioritizing customer needs and helping them throughout the customer journey. They monitor the customer experience and their achievement of value.

Multichannel Marketing: Real-World Examples from Brands that Do It Right

ReviewTrackers

Research