CX Accelerator

SEPTEMBER 24, 2019

But Customer Experience (CX) specifically holds some challenges that many new leaders can take weeks or months to grasp. Most people know what salespeople or customer service representatives do. Oh, so that’s customer service, right?”. okay… so what do you actually do ?”. “Oh,

CX 208

CX Education Social Media Government 208

Totango

DECEMBER 8, 2020

Customer Success team accountability isn’t something you just worry about figuring out later once your CS team is up and running. As a manager, when your organizational best practices and your customer’s goals align with your employee’s actions and responsibilities, you have the perfect conditions for growth. .

Touchpoint 95

Touchpoint Start-ups Customer Experience 95

Execs In The Know

NOVEMBER 22, 2022

When you’re running multilingual operations or international business, oftentimes CX strategy and language become separated into two different work streams. While local hubs make it easier to hire native workers, this model limits companies from opportunities to scale easily and provide a consistent brand experience.

Contact Center 98

Contact Center CX Technology Technology 98

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020. Jeanne Bliss.

Customer Service 136

Customer Service Contact Center Social Media CX 136

CX Accelerator

SEPTEMBER 24, 2019

But Customer Experience (CX) specifically holds some challenges that many new leaders can take weeks or months to grasp. Most people know what salespeople or customer service representatives do. Oh, so that’s customer service, right?”. okay… so what do you actually do ?”. “Oh,

CX 182

CX Education Social Media Government 182

Callminer

AUGUST 1, 2017

Find out what you can do today to boost efficiency and improve call center performance by reading our pros’ responses below. Tyler Riddell is the Vice President of Marketing for eSUB with over 15 years of experience in Marketing, Product Management, Advertising, and Public Relations. Jessica Gagner. Jeff Toister. Tyler Riddell.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

Execs In The Know

APRIL 14, 2022

As covered in last week’s keynote-focused blog post , Customer Response Summit (CRS) Clearwater, Florida was a recent wrap (March 28–30, 2022). Is Your Voice of the Customer Data Failing to Deliver Change? Customer loyalty has to be earned, now more than ever, making your CX a prime differentiator. Key Takeaways.

Real Estate 98

Real Estate VOC Actionable Insights CX 98

Comm100

MARCH 21, 2023

With more options than ever before for customers, switching brands is easy. Organizations need to take every advantage they can get, and providing excellent customer service has become one of these key differentiators. Live chat software has become increasingly popular within customer service, and for good reason.

Customer Service 69

Customer Service Omnichannel Customer Satisfaction Social Media 69

CommBox

JANUARY 4, 2022

Customer experience is one of the most important factors in business success. According to Deloitte, a whopping 88% of businesses are now prioritizing customer experience in their contact centers. And on top of that, over two-thirds compete with customer experience as their primary basis.

Customer Experience 105

Customer Experience Social Media Entertainment Sales 105

Hodusoft

SEPTEMBER 14, 2022

More than 36% of businesses have adopted VoIP technology for improving the quality of customer service. In this blog, we will discuss 7 ways how multi-tenant software adds value to your business. Call analytics and reporting: Empowers data-driven decision-making through analysis of KPIs.

Business Operations 96

Business Operations Contact Center Customer Satisfaction Omnichannel 96

Hodusoft

MAY 11, 2022

This traditional phone system makes inbound and outbound calls through a dedicated network over the business’ call server. A cloud IP PBX is the latest business communication solution that falls under the category of Software-as-a-Service (Saas). Hosted PBX System use internet networks to offer VoIP services. On-Premise PBX.

CX 98

CX Government Actionable Insights Omnichannel 98

Intercom, Inc.

OCTOBER 24, 2018

How do you scale a support organization without breaking the budget or killing the quality of the customer experience? It’s an age old question for anyone leading a customer support organization, the sort of challenge that requires continuous innovation as a company and its customer base expands.

Machine Learning 178

Machine Learning Technology Technology Innovation 178

Beyond Philosophy

DECEMBER 7, 2016

Your employees have the power to make or break your Customer Experience this holiday season with the customer service they provide. However, when employees aren’t happy, customer service often suffers. However, they also provide an excellent Employee Experience.

Retail 167

Retail Customer Experience Customer Service CX 167

Execs In The Know

JUNE 14, 2023

With the increasing number of employees working from home or remotely, both domestically and internationally, ensuring data security and workplace privacy has become even more paramount. This blog post will explore some best practices for maintaining security for remote employees, with a focus on data security and workplace privacy.

ML 52

ML Artificial Intelligence Education AI 52

ClearAction

NOVEMBER 11, 2022

Gratitude Grows Gains from Customer Experience Strategies Lynn Hunsaker. On other holidays (Veteran’s Day, Memorial Day, Mother’s Day, CX Day, Customer Service Week, etc.), On other holidays (Veteran’s Day, Memorial Day, Mother’s Day, CX Day, Customer Service Week, etc.),

Customer Experience 71

Customer Experience Key Driver Analysis Customer Acquisition CX 71

Intercom, Inc.

FEBRUARY 25, 2021

Most businesses design customer experiences from the inside out, based on what is best for the company, when they should be doing the exact opposite. Few people are as passionate about customer experience as Annette, the founder and CEO of consulting firm CX Journey Inc. How to put the “customer” in “customer experience”.

Customer Experience 211

Customer Experience CX Start-ups Close the Loop 211

Shep Hyken

JULY 26, 2021

Each week I read many customer service and customer experience articles from various resources. Negative Employee Experiences Can Translate Into Poor Customer Service, Report Says by Emilie Shumway. (HR HR Dive) Dissatisfied employees were more than 2.5 Consider the opening stats.

Customer Service 92

Customer Service Customer Retention Contact Center AI 92

Execs In The Know

APRIL 26, 2023

Investing in organizational change can be one of the most rewarding investments any leader or executive can make – but it also presents unique risks and challenges. By transforming their organizations, leaders can create a culture of flexibility, agility, and innovation that empowers their employees to achieve their full potential.

CX 98

CX Innovation Artificial Intelligence Gaming 98

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. Your culture is the set of beliefs held by your employees about your company: who and what it is for, what it values, and how they act in response to those beliefs.

Customer Service 139

Customer Service Sales Start-ups Voice of the Customer 139

Zonka Feedback

OCTOBER 1, 2022

The quote by the popular American football coach applies perfectly when we talk about improving our products. However, if you keep on improving your product from time to time, you can make it to the leading position in the market. Let’s first understand what is Product Improvement and why you need it.

Social Media 96

Social Media Net Promoter Score Customer Satisfaction NPS 96

SurveySensum

JANUARY 9, 2024

In this digital age of customer shopping behavior, customer experience is not JUST a desirable outcome – it’s CRITICAL to your business’s success. I believe that today’s consumers are more attentive to the quality of the service they receive rather than the product itself. CSAT score.

VOC 52

VOC Scorecard Construction Customer Satisfaction 52

PeopleMetrics

FEBRUARY 25, 2022

Customer experience (CX) has become an essential cornerstone of modern business strategy. It helps you improve customer retention rates, efficiently focus on your highest-impact customers, and continually improve your services. But what is customer experience?

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71

Beyond Philosophy

MARCH 27, 2017

But Jones’s departure, in my view, is just a symptom of the larger problems that are dragging down Uber’s reputation and, ultimately, its customer experience. Last month, a former Uber engineer published a blog post saying discrimination and sexual harassment was largely ignored by Uber management and human resources personnel.

Engineering 135

Engineering Retail Customer Experience 135

Execs In The Know

APRIL 7, 2024

Workforce management (WFM) provides several benefits to agents, including improved focus, additional resources, and valuable assistance. By Lilith Shoemaker, Staff Writer As an agent, I understand the customer-facing side of the service experience better than most. Post originally published on the Zendesk blog.

Scorecard 52

Scorecard Start-ups Education Customer Experience 52

Uniphore

OCTOBER 5, 2021

This is a contributed blog post by Dipu KV, President – Operations & Customer Experience at Bajaj Allianz General a recent guest on Uniphore’s Conversations that Matter podcast. That’s the extent to which digitization is being used nowadays to transform the customer service landscape. came to the fore.

Contact Center 100

Contact Center Artificial Intelligence AI Government 100

Lumoa

FEBRUARY 6, 2018

The future of customer experience is decided. We asked 15 experts with world reputation in Customer experience the same question and the results might surprise you. Every each of them answered the following questions: How do you see the future of customer experience? Probably not.

CX 129

CX Customer Experience Education Machine Learning 129

Lumoa

APRIL 21, 2022

Wayne Dyer Act 1 The Customer Support Blues “Does Customer Support have enough of a mandate to drive improvements in customer satisfaction?” When I started thinking about writing a piece on transforming customer support, this question immediately came to mind. What will your answer be? Believe me, I’ve been there.

Non-Profits 83

Non-Profits Customer Satisfaction Outlook Technology 83

Beyond Philosophy

AUGUST 6, 2015

A definite link exists between Employee Engagement and Customer Experience. In spite of this, many organizations choose to keep their Employee Engagement programs and their Customer Engagement programs separate. And these employees aren’t facing happy Customers either.

Customer Experience 165

Customer Experience CX 165

Execs In The Know

NOVEMBER 30, 2021

In October, Execs In The Know held its Fall 2021 Customer Response Summit (CRS) event featuring nearly two dozen online, virtual sessions including engaging panels, a featured case study, highly informative Shop Talks, and five powerful keynote presentations. To make a real difference, a CCO must be empowered.

Close the Loop 98

Close the Loop Compliance CX Innovation 98

Hodusoft

FEBRUARY 8, 2023

One area that is often overlooked but can make a significant impact on a business’s performance is the phone system. A modern, hosted PBX system is a cloud-based phone system that allows businesses to make and receive calls over the internet, and can therefore bring numerous benefits to an insurance business where every second matters.

Compliance 52

Compliance CRM Customer Relationship Management Customer Relationship 52

Beyond Philosophy

MAY 25, 2016

Nearly 40,000 employees from two unions contracting with Verizon have been on strike for a little over a month. Now, Verizon is learning firsthand the cost of not having a strong culture of employee engagement—in actual dollars and sense. Employee Engagement and Customer Experience Are Linked.

Government 113

Government Customer Experience 113

Customer Bliss

AUGUST 18, 2020

This is a guest post from Niraj Ranjan, CEO & CO-founder of Hiver – a Gmail-centric customer service solution. With over 1500 customers across 30 countries. Niraj’s focus with Hiver has been to empower companies to provide customer experiences that are more human and empathetic. . By Niraj Ranjan.

Customer Service 100

Customer Service Touchpoint Customer Experience Innovation 100

Beyond Philosophy

DECEMBER 6, 2019

When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is. I wondered how I did that.

Net Promoter Score 171

Net Promoter Score CX NPS Start-ups 171

TeamSupport

JULY 1, 2020

Part 1 of this blog series explored the meanings of and differences between customer sentiment analysis and Customer Distress Index (CDI™)— customer sentiment analysis uses text to indicate a positive or negative tone to the communication and the TeamSupport CDI uses data to indicate whether a customer may be satisfied or frustrated.

Sentiment Analysis 59

Sentiment Analysis B2B Contact Center Customer Satisfaction 59

Beyond Philosophy

DECEMBER 8, 2014

We have had the pleasure of working with Caterpillar for a while, and recently I was asked to judge their ‘Excellence in Customer Experience Awards for 2014.’ The way we did business years ago with a small base of customers was one-on-one, face-to-face, and we knew them intimately. “The Make It Manageable.

Customer Experience Management 142

Customer Experience Management Customer Retention Customer Satisfaction Customer Experience 142

Hodusoft

APRIL 5, 2023

7 Best Practices for Managing Call Center Operations Call centers are crucial for many businesses, especially the ones that deal directly with customers. By leveraging call centers, they provide customer support, answer customer queries, resolve issues with products or services, and even accept orders or requests over the phone.

Net Promoter Score 52

Net Promoter Score AI Start-ups Contact Center 52

Beyond Philosophy

APRIL 15, 2019

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. Implementation can have its challenges.

Customer Service 114

Customer Service Start-ups Customer Loyalty Customer Experience 114