CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

CX 266

CX Innovation Contact Center Education 266

Hodusoft

MAY 10, 2024

The COVID-19 pandemic propelled virtual call centers and contact centers from being supplemental solutions to essential infrastructure. Now, they’re the cornerstone of customer service and support, enabling seamless communication and collaboration with the help of call and contact center software , regardless of physical location.

Contact Center 52

Contact Center Social Media Compliance Artificial Intelligence 52

CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

CX 182

CX Innovation Contact Center Education 182

Intercom, Inc.

APRIL 25, 2018

One of the most exciting concepts is the customizable home screen, the start screen you see when you open the Intercom Messenger on an app or website. Using apps, you can create tailored experiences for leads and customers when they open the Messenger. How we gave our Messenger a home.

Start-ups 215

Start-ups Sales 215

Inside Customer Service

APRIL 29, 2021

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon and affiliated sites. Dining out quickly loses its luster when you travel for work. Great local foods from scratch since 1979.

Start-ups 148

Start-ups Customer Service Customer Experience 148

Logicalware

JANUARY 25, 2022

So what are the biggest takeaways for contact centres and customer service teams? Analysts say this year will be all about digital-first customer experiences, with virtual assistants and video exploding onto the CX scene. GP practices, schools and gyms were also able to continue delivering their services through video.

Technology 98

Technology Technology Customer Service Artificial Intelligence 98

Callminer

JULY 22, 2018

And it is no surprise that the number of home-based customer service agents is expected to grow at a compounded annual growth rate of 36.4%. Despite the advantages of BPOs (24/7 customer support, location flexibility, cost savings, etc.), It is one of the strongest expansion levels of any outsourcing market sub-segment.

Contact Center 186

Contact Center CX Compliance Customer Service 186

Hodusoft

FEBRUARY 16, 2022

Contact centers and several other industries’ survival through the first few months of COVID-19 meant swift operational reboots primarily through work from home transitions. Striking a balance between protecting employees from the pandemic and continuity of business is still a major concern for most businesses in 2022.

Contact Center 98

Contact Center Social Media Omnichannel CRM 98

Execs In The Know

JULY 1, 2021

On June 10, 2021, Execs In The Know hosted the Enabling Work-From-Home Briefing , an exclusive, virtual event dedicated to exploring “must-haves” and best practices for achieving long-term work-from-home (WFH) success. 1 — Invest in Essential Technologies. Security Technologies . Communication Technologies.

Contact Center 98

Contact Center Entertainment Hospitality Hospitality 98

Callminer

DECEMBER 17, 2019

As industrial and economic globalization trends continue to develop in the world’s present market, the use of outsourced talent to accomplish a wide variety of tasks ranging from the rote and repeatable to the complex and mission-critical grows ever more ubiquitous. The need for competent customer support is growing.

Contact Center 207

Contact Center Finance AI Innovation 207

CX Accelerator

MAY 28, 2019

There is no place in the world I’d rather work than in Customer Service. On a good day, we are working to resolve customer inquiries as quickly and effectively as we can. While many factors are outside of our control, there are plenty of essential aspects of the work experience that we do hold sway over.

Contact Center 140

Contact Center Hospitality Hospitality CX 140

Steven Van Belleghem

SEPTEMBER 19, 2021

During my keynotes, I often get the question “Where should we focus on if we work in a commodity business?”. Every organization can add services on top of the products that they deliver. If you are in a “commodity” market, just figure out what the services are that you can build around it. Reinvent a commodity.

Customer Experience 134

Customer Experience Construction Education Customer Satisfaction 134

Callminer

MAY 11, 2020

Not only are managers concerned for their employee’s well-being and happiness, but disgruntled employees can contribute to a stressful working environment for the whole team. Companies should also consider employee satisfaction surveys to get a feel for the company culture from your front-line workers’ point of view.

Customer Experience Management 273

Customer Experience Management Customer Service Customer Experience Non-Profits 273

Uniphore

DECEMBER 6, 2021

Contact centers can have the best customer service agents and the latest and greatest technology. They can even implement superb customer experience strategies; but without an able and trustworthy leader at the helm, they will ultimately fail.

Contact Center 130

Contact Center Technology Technology AI 130

Logicalware

DECEMBER 14, 2021

In this blog, our Director of WFM Emma Skygebjerg shares her top tips for planning and optimising your schedules. Customer behaviours have changed in the wake of the pandemic. More people are now working from home, shopping online, and holidaying locally. Customers’ channel preferences are also changing.

Government 98

Government Customer Service 98

Customers That Stick

NOVEMBER 16, 2020

Note: This blog post contains information related to and provide by a client of CTS Service Solutions. Agara is an autonomous voice engine powered by Real-time Voice AI designed to handle customer support calls without any human intervention. Read the rest here. »

AI 78

AI Customer Service Engineering CX 78

Execs In The Know

APRIL 8, 2022

Digital transformation poses distinct operational challenges for the contact center that go beyond the customer and agent experience; we’ll address two of those challenges here. By now, contact centers and agents have adapted to a work-from-home model, which will remain in place for many contact centers.

Contact Center 98

Contact Center Artificial Intelligence AI ML 98

Execs In The Know

MAY 6, 2022

Now used to the flexibility and convenience of remote work, many employees are resisting. People are flocking out of the big cities and finding larger homes in more rural areas. What does all this mean for the nature of work? The pre-pandemic model of work has been rendered obsolete by the success of the remote work model.

Contact Center 98

Contact Center CX Transformation Compliance NPS 98

Zendesk

JULY 26, 2023

Known for its stellar customer service and arresting location in the United Kingdom’s capital, Liberty London might at first glance seem to be immune to change—but when the Covid epidemic struck, the business shifted to a “phygital” model. The [customer] recollection will be that the business did what it said it would do.

Retail 52

Retail E-commerce Start-ups Customer Service 52

Provide Support

MARCH 30, 2020

Today more and more institutions and businesses switch to remote work due to the unsafe and unstable situation in the world. This in turns leads to the increasing demand for virtual communication not only with customers but also among team members who start working remotely. Published in Provide Support Blog , 2020.

Customer Service 70

Customer Service 70

Logicalware

JULY 30, 2021

The future of work is likely to be hybrid — with more employees wanting flexible working in the wake of the pandemic. In this blog, Puzzel CMO Jonathan Allan reflects on what this could mean for contact centres. The pandemic has given us a once-in-a-lifetime opportunity to reinvent how we work. Or is it time for change?

Compliance 59

Compliance Omnichannel Innovation Customer Service 59

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. Rick Clark, Balsam Brands.

Close the Loop 98

Close the Loop Compliance CX Innovation 98

Uniphore

SEPTEMBER 30, 2021

And, with National Customer Service Week taking place between October 4-8, there’s no better time to reflect on customer service agents’ role in building a successful company and what constitutes good reward and recognition. Even a simple “thank you” can go a long way. Calling out team wins to keep morale levels high.

Contact Center 100

Contact Center Gaming Customer Service Customer Satisfaction 100

Execs In The Know

MAY 10, 2021

They are often the face of the company, shaping customer perception from even one interaction. With many employees still working from home, and the continued stress related to the pandemic, it is a good time to put ourselves in agents’ shoes and evaluate if we are doing everything we can to create a healthy work environment.

Contact Center 87

Contact Center Gaming Legal Voice of the Employee 87

PeopleMetrics

JUNE 29, 2020

In my last blog post , I wrote about how to build a VoC program depending on the maturity of your current program. Given the changes in customer expectations across all industries brought about by COVID-19, it is now essential that you rethink your VoC program with a “beginners mind.”. Now, your customers need to feel safe.

VOC 121

VOC CEM NPS Business Administration 121

Totango

MAY 19, 2021

If you’ve purchased a home in recent years (or if you’re just someone who enjoys real estate “window shopping”), it’s likely you’ve used a tool like Zillow or Trulia to help you in your house hunt. These sites allow you to narrow down your search by categories like price, location, home type, number of bedrooms and bathrooms, etc.

Scorecard 107

Scorecard Real Estate Start-ups Customer Retention 107

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

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

CX Accelerator

FEBRUARY 3, 2018

Using DiSC in a customer service context to enhance both the customer and the agent experience. There is a plethora of training options available to service leaders who are looking to enhance the communication skills of their agents. C’s often require data and examples for the point to hit home.

Customer Service 140

Customer Service Sports Construction Compliance 140

CSAT.AI

MARCH 18, 2020

When we put out our blog last week on facing changes we didn’t yet know how big they would be. This week we are in a new paradigm due to COVID-19, where remote work is a necessity. We are addressing some of the key points to keep in mind to ease managing your remote customer service team. Encourage healthy breaks.

Customer Service 52

Customer Service CX AI Customer Satisfaction 52

Myra Golden Media

MAY 21, 2020

As some companies begin phasing back into office work, employees are worried. They fear to be in intense interactions with frustrated customers. These are the top concerns I’m hearing from clients about re-opening: Front-facing employees worry about potential fallout when they tell customers masks are required for entry.

Customer Relationship 126

Customer Relationship Customer Service Customer Experience 126

Logicalware

AUGUST 19, 2021

With so much attention placed on customer experience in the contact centre, the needs of agents can often get overlooked. But agent experience is so tightly tied to customer experience that it’s impossible to successfully deliver one without the other. Happy agents are 3x as likely to feel empowered to resolve customer issues.

Sentiment Analysis 78

Sentiment Analysis Engineering Technology Technology 78

Customer Bliss

DECEMBER 16, 2020

As we’ve recently shifted to a digitally-focused world, you may have faced some new challenges in the way leadership should approach customer experience. Despite any perceived hardships, this shift may actually present you with new opportunities to engage your employees and customers. . Jeanne Bliss (@JeanneBliss) December 13, 2020.

Customer Experience 122

Customer Experience CX Customer Service 122

Execs In The Know

OCTOBER 29, 2021

Execs In The Know recently held its Fall 2021 Customer Response Summit (CRS) event (October 18–22, 2021) featuring nearly two dozen online, virtual sessions including engaging panels, a featured case study, highly informative Shop Talks, and five powerful keynote presentations from these top brands: Williams-Sonoma, Inc. Jamie Hudson.

Artificial Intelligence 98

Artificial Intelligence Engineering CX Education 98

PeopleMetrics

SEPTEMBER 12, 2019

in person, digital) you have with your customers is key to delivering a memorable customer experience. That’s the focus of this blog post. Native Mobile App: refers to customers who download a company’s iOS or Andriod app, and feedback is gathered about their experience with it. The most common channels.

Touchpoint 91

Touchpoint Customer Feedback CEM Contact Center 91

Execs In The Know

MAY 26, 2021

May 26, 2021 — Global customer experience (CX) industry leader Execs In The Know (EITK) is pleased to announce details about their upcoming Enabling Work-From-Home Briefing — a CX-geared virtual event developed exclusively for CX leaders at end-user corporate brands. SCOTTSDALE, Ariz.,

Innovation 52

Innovation CX Engineering Business Growth 52

Intercom, Inc.

OCTOBER 3, 2019

Every SaaS company should be sending a welcome email – not from the company or the team, but from a real person telling a bit of the company’s story and values. Your customers should know your employees by name. Don’t be The Cheesecake Factory , with a menu of services 24 pages long. Specialize.

Start-ups 143

Start-ups Sales Customer Experience Customer Retention 143