5 things to look for in a customer experience tool

Centriam Customer Experience Lab

Customer experience strategy CX tools and technologyManaging customer experience has become increasingly difficult because an organization's experience is impacted by nearly every department.

Tools 344

How to Build a Customer Feedback Tool Stack

GetFeedback

How to build a customer feedback tool stack that connects you to your users. Articles

Tools 195

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5 Support Tools to Improve Customer Experience

GetFeedback

In order to meet this demand, your team needs modern customer support tools that aid their efforts in providing the best customer experience possible. Here I’ll share the top 5 customer support tools that you need for your team. Robust customer survey tools.

Tools 247

Survey Tools: Everything You Need to Know to Choose the Right Tool for You

GetFeedback

When it comes to choosing survey tools, there are a number of factors at play. Use this article to figure out what survey tool is right for your needs. Articles

Tools 195

3 Reasons to Prioritize On-Demand Customer Training

On-demand training is a powerful tool you can leverage to support new customer onboarding and ongoing education through the customer lifecycle. In this eBook, we’ll delve into the 3 key benefits of on-demand training for your customer onboarding process.

Give Agents Tools to Address the Need for Speed

NICE inContact

Here’s a dirty little secret. Despite the industry’s focus on the customer experience (CX), contacts still take too long and don’t reach closure often enough. Generally speaking, it’s not the agents’ fault. They really want to help customers.

Tools 156

Survey Tools: Everything You Need to Know to Choose the Right Tool for You

GetFeedback

You need the right survey tools. When it comes to choosing survey tools, there are a number of factors at play. You’ll need to assess what type of surveys you want to send, which tools are robust enough to meet your needs, as well as what analytics are provided. That’s why we’re sharing everything we know about survey tools (after all, we are one!). After reading this post, you’ll know everything you need to know about choosing the right tools for your unique needs.

Tools 199

The Best Competitor Analysis Tools

Brandwatch CX

For brands, the growth of online activity has seen competitor analysis methods , metrics and tools blossom. There is now no shortage of competitor analysis tools on the market, and each can offer insights relevant to its own particular niche and contribute to competitive benchmarking.

5 Helpful Contact Center Tools for Managers

NICE inContact

A mechanic would have a tough time trying to perform even basic maintenance on a vehicle without a good set of tools. It may be possible to change an oil or air filter without tools, but how about changing a flat tire or replacing the alternator? Here are five helpful tools that can solve common contact center issues and provide a better service. These contact center tools can make drastic improvements to your contact center’s productiveness and performance.

Engagement Workshop: Identifying Friction with Your Tools

Centercode

Like recruiting a willing and able tester team and keeping the lines of communication open , ensuring your tools are helping (not hindering) your testers’ efforts is critical to maintaining engagement and securing ample, high-quality feedback. Friction from Tools: Warning Signs.

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Crafting Digital Communication Experiences Your Customers Will Love

Speaker: Hillary Curran, Head of Customer Experience, Guru

So much of today’s customer experience happens online. Your customer’s expectation — whether reaching out about an issue via chat, completing an online form for an event, phoning a call center, or browsing your website’s resources — is an effortless and efficient information transfer, so they can get back to focusing on their bottom line. The digital communication experiences you provide your customers can have a make-or-break impact on their opinions of your product and services, as well as your brand. So, what things must you consider when crafting an ideal digital communication experience? Hillary Curran, Head of Customer Experience at Guru, will share several tools to help you create thoughtful, delightful, and engaging experiences for your customers as you scale.

CX Tools: Why Few is Better Than Many

GetFeedback

CX tools are dominating the software space. In fact, according to Capterra, there are over 300 different customer experience tools. Articles

Tools 195

Want to Improve CX? Give Your Agents Better Tools

NICE inContact

Nearly nine in 10 companies have formal, funded initiatives to improve their customer experience (CX). That’s because even a temporary lack of focus on CX could result in a swift dive in customer ratings, leaving the company vulnerable to competitors sweeping in and snatching valuable customers.

Tools 156

5 Support Tools to Improve Customer Experience

GetFeedback

Today’s customers have high expectations for support. They want answers to their questions—and they want them quickly. In order to. Articles

Tools 195

Die 21 besten Social-Media-Tools 2020

NetBase

Trends wechseln, Technologien werden fortschrittlicher und dementsprechend werden auch Social-Analytics- und Social-Media-Management-Tools zunehmend leistungsstärker. Was sind die besten Social-Media-Tools, die Sie 2020 auf dem Schirm haben sollten? SOCIAL-NETWORKING-TOOLS.

How to Fearlessly Empower Your Contact Center Agents

Speaker: Jeff Toister, Employee Training Expert, Bestselling Author, Speaker

And executives worry about the cost of investing in new tools and resources. Learn the tools to allow agents to deliver remarkable experiences. An ICMI study revealed that 86 percent of contact centers don't fully empower their agents to deliver an outstanding customer experience.

How Visual Engagement Tools Can Streamline Online Banking Experience

CloudCherry

Developing efficient visual engagement tools is a huge help for banks to push more towards successful customer engagement. Read to know how visual engagement tools can streamline the customer’s online banking experience.

21 Free Social Media Analytics Tools For Marketers

NetBase

April 2019 Update: Our list of free social media analytics tools has been refreshed for 2019 – check it out below! It’s a process that can only be accomplished with the help of social analytics tools. But which tools are “right?” Section 2 – 16 Free Social Media Analytics Tools.

The Best Instagram Analytics Tools

Brandwatch CX

Luckily, there are several Instagram analytics tools available to help brands understand what resonates with their audience and how they can optimize their content output. Top 7 Free Instagram Analytics Tools. Social Bakers offer a free Instagram analytics tool.

Tools 105

Technology – Panacea or Tool?

Michelli Experience

The post Technology – Panacea or Tool? Recently I had a conversation with a brilliant IT professional who repeatedly referenced the “limitless possibilities” of technology. His zeal and enthusiasm for all things technology made him well-suited for his specialty but as we talked, it became increasingly clear that he lacked similar respect for the importance of understanding human behavior.

Tools 109

Linking & Networking for a Better Agent Experience

Speaker: Jeremy Watkin, Director of Customer Experience at FCR

In this webinar, Jeremy Watkin aims to refocus our energies on improving the agent experience and talks about how artificial intelligence and better integration between the variety of tools in your support tech stack can help. How to integrate new tools in your support tech stack, and more.

21 Top Social Media Tools for 2019

NetBase

January 2019 Update: As trends change and technology advances, social media tools become more powerful as well. Here’s an updated list of some of what’s out there right now, as well as what you should look for in a social analytics tool. Skip right to the list of tools!

Social Media Audit Tools

NetBase

Which tools are best for assessing your social performance? But the tools below – updated for 2019 – will surely get you started. If you don’t, maybe you need to look a little deeper, or employ more comprehensive tools. 3 Tools That Measure Sentiment. Tools

How to enhance sales with visual engagement tools?

TechSee

Let’s take a look at some of these technologies and how they are being used today to enhance e-commerce: Video Chat as a sales tool. This very basic visual communication tool creates a sense of trust and transparency, effectively improving customer satisfaction and increasing sales conversion.

Tools 119

The Best Free Twitter Analytics Tools

Brandwatch CX

With so many Twitter analytics tools out there, it’s hard to know which ones to trust with your Twitter account. But if you’re looking for a free Twitter analytics tool that can do more, this list will come in handy. If so, TweetReach is the tool for you.

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Top 5 Things to Look For in a Workforce Optimization Solution

Speaker: Vicki Herrell, Executive Director, SWPP, & Steve Kosiba, Product Marketing Manager, Genesys

As your contact center becomes more complex with a growing number of communication channels and touchpoints, it’s more important than ever to have the right technology in place to support your workforce. With the right solution, multi-skill and multi-channel forecasting and scheduling become accurate and hassle-free. Even the most powerful tools become simple to use. And smooth communications with operations staff and accountability to plan become your daily reality.

Are Your Surveys a Crutch or a Tool?  

Heart of the Customer

The post Are Your Surveys a Crutch or a Tool? I just finished a monster road trip, shadowing two of our clients who have more mature CX programs for two days each, as part of Heart of the Customer’s massive undertaking to capture the current state of CX as a discipline.

Tools 94

21 Free Social Media Analytics Tools For Marketers

NetBase

April 2019 Update: Our list of free social media analytics tools has been refreshed for 2019 – check it out below! It’s a process that can only be accomplished with the help of social analytics tools. But which tools are “right?” Section 2 – 16 Free Social Media Analytics Tools.

Guest Blog: How Texting Has Become An Essential Customer Service Tool

ShepHyken

This week we feature an article by Brian Elrod who discusses how texting has become an important customer service tool for any type of business. – Shep Hyken. The post Guest Blog: How Texting Has Become An Essential Customer Service Tool appeared first on Shep Hyken.

Tools 128

21 Top Social Media Tools for 2020

NetBase

October 2019 Update: Trends change, technology advances, and correspondingly, social analytics and social media management tools become increasingly more powerful. What are the top social media tools to have on your radar in 2020? Skip right to the list of tools!

The Reciprocal Nature of ROI: Maximizing Value for the Customer

Speaker: Sarah Tarraf, Director of Customer Experience, Gongos & David Robbins, Account Strategist, Gongos

Despite increasing investment in new tools and technologies, executives still struggle to demonstrate their impact on the customer. Instead, we must focus on the ability of organizations to drive actionable change across the enterprise by transforming the design and delivery of experiences.

Journey mapping tools don’t address the most critical challenges.

Heart of the Customer

There are a ton of journey mapping tools out there. The post Journey mapping tools don’t address the most critical challenges. They all excel at certain components of journey mapping, but they don’t address some of the largest problems.

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Make the Most of Your CX Toys – er, Tools

Heart of the Customer

The post Make the Most of Your CX Toys – er, Tools appeared first on Heart of the Customer. I remember the joy of getting a new Lego set as a kid, and I see the same joy in my kids now, when they do.

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What are marketing analytics tools?

DemandJump

Marketing Analytics Marketing Operations

Tools 52

21 Top Social Media Tools for 2019

NetBase

January 2019 Update: As trends change and technology advances, social media tools become more powerful as well. Here’s an updated list of some of what’s out there right now, as well as what you should look for in a social analytics tool. Skip right to the list of tools!

The Health of the Contact Center: Are You Ready for 2019?

For customers, it means interacting with brands via self- service tools, text and web chat. RIGHT TOOLS, DISRUPTION IS. Tweet this Technology and tools are key to addressing customer. enough to provide agents with the right tools to effectively resolve customer.

How to Achieve Personalized Customer Service with AI Tools

TechSee

With unprecedented advances in algorithms and other machine learning tools, AI-enhanced solutions, such as virtual assistants or chatbots, can learn how to respond, engage or process many standard tasks — including customer service queries. . Hello. Thanks for calling our Hotel.

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