CX Accelerator

NOVEMBER 26, 2019

we wanted to pause and give thanks for you--the CX Accelerator community--and celebrate a few of the many exciting things we’ve achieved together this year. world for the past few months as I transition out of the contact center into a new role. Let’s face it; CX work is challenging. It’s often lonely and frustrating.

CX 243

CX Contact Center Education Customer Experience Management 243

Zendesk

SEPTEMBER 5, 2023

Whether you’re a business owner, customer service professional, or curious about the latest trends in customer support, join us as we delve into the potential and benefits of omnichannel contact centers. What is an omnichannel contact center?

Contact Center 52

Contact Center Omnichannel Social Media AI 52

CX Accelerator

NOVEMBER 26, 2019

we wanted to pause and give thanks for you--the CX Accelerator community--and celebrate a few of the many exciting things we’ve achieved together this year. world for the past few months as I transition out of the contact center into a new role. Let’s face it; CX work is challenging. It’s often lonely and frustrating.

CX 182

CX Contact Center Education Customer Experience Management 182

CX Accelerator

NOVEMBER 26, 2019

we wanted to pause and give thanks for you--the CX Accelerator community--and celebrate a few of the many exciting things we’ve achieved together this year. world for the past few months as I transition out of the contact center into a new role. Let’s face it; CX work is challenging. It’s often lonely and frustrating.

CX 182

CX Contact Center Education Customer Experience Management 182

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. But the truth is that, even though Zappos became a go-to name when talking about CX, it was and is for very good reason. Igniting a passion for CX.

CX 182

CX Innovation Contact Center Education 182

CX Accelerator

OCTOBER 26, 2019

You are looking to hire one Avenger from the Marvel Cinematic Universe who will build the best CX program in all of the universe. We posed this question to the CX Accelerator extended community and got some interesting answers. I am Groot Gamora The greatest "Avenger of CX" is without a doubt, Gamora.

CX 303

CX Start-ups Contact Center Education 303

Execs In The Know

DECEMBER 6, 2021

For businesses around the globe, Contact Centers represent the heartbeat of their organization: it’s where their two most valued constituencies — employees and customers — intersect and interact. Employers are facing far-reaching challenges related to their contact center workforce that include: Difficulty hiring strong talent.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Execs In The Know

DECEMBER 6, 2021

For businesses around the globe, Contact Centers represent the heartbeat of their organization: it’s where their two most valued constituencies — employees and customers — intersect and interact. Employers are facing far-reaching challenges related to their contact center workforce that include: Difficulty hiring strong talent.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Uniphore

JUNE 10, 2021

We also learned just how important contact centers are to our everyday lives. Today, as companies look past the pandemic, one thing remains certain: we now expect more from remote support centers than ever before. At Jacada, we recognized the challenges of overwhelmed—and often understaffed—contact centers early on.

Contact Center 246

Contact Center Outlook Gaming Education 246

Execs In The Know

AUGUST 10, 2021

WFH contact center roles are nothing new, but the pandemic contributed to many organizations shifting more of their workers to this construct by necessity. Perfecting the work-at-home contact center model. In our experience, that equates to taking a “human-centered” approach to contact center design and operation.

Contact Center 97

Contact Center Sentiment Analysis Construction AI 97

Shep Hyken

DECEMBER 16, 2022

He writes about ‘quiet quitting’ and how contact centers can resolve this challenge in their organization. This trend is concerning for those within the contact center industry, with employee retention and recruitment already at a record low. How can the contact center industry resolve this challenge? .

Contact Center 61

Contact Center Education CX Technology 61

Fonolo

MAY 11, 2022

But adopting a few CX tactics isn’t enough to stay competitive. Meet our 2022 CX Award Winners. Now in its 6th year, Fonolo’s annual CX Excellence Awards celebrate contact centers that demonstrate excellence in customer service and customer experience. Educational Employees Credit Union (EECU).

CX 91

CX Non-Profits Education Contact Center 91

Fonolo

JULY 18, 2018

The ability to resolve an inquiry in one contact, regardless of the contact channel used by customers, is a major challenge for organizations, and critical in providing a great customer experience (CX). Are You Measuring the Right CX Metrics? CX metrics are critical to any industry running a contact center.

Contact Center 59

Contact Center CX Education Innovation 59

Taylor Reach Group

APRIL 2, 2019

Quality is a critical support function in call and contact centers. In this interview, Colin Taylor and John Cockerill discuss Quality Assurance, Compliance, outsourcing and the risks and opportunities that can be found by a closer look at your contact centers’ quality program. My name is Colin Taylor.

Contact Center 92

Contact Center Compliance Start-ups Education 92

CX Accelerator

SEPTEMBER 24, 2019

But Customer Experience (CX) specifically holds some challenges that many new leaders can take weeks or months to grasp. But when sharing that you’re a CX professional, you might hear a few common things: “I have no idea what CX is.” “Uhh. As a CX professional, you likely already have a strong vision of what you want to achieve.

CX 282

CX Education Social Media Government 282

Fonolo

AUGUST 29, 2019

Every year we ask: What can contact centers do to bolster their productivity, efficiency, and customer service offerings in the future? This year’s soundbites are rich with well-researched insights that a) act as a warning; and b) can help your contact center win.

Contact Center 121

Contact Center AI Technology Technology 121

CX Accelerator

OCTOBER 26, 2019

You are looking to hire one Avenger from the Marvel Cinematic Universe who will build the best CX program in all of the universe. We posed this question to the CX Accelerator extended community and got some interesting answers. Gamora The greatest "Avenger of CX" is without a doubt, Gamora. Which Avenger would you hire and why?

CX 182

CX Start-ups Contact Center Education 182

CX Accelerator

OCTOBER 26, 2019

You are looking to hire one Avenger from the Marvel Cinematic Universe who will build the best CX program in all of the universe. We posed this question to the CX Accelerator extended community and got some interesting answers. Gamora The greatest "Avenger of CX" is without a doubt, Gamora. Which Avenger would you hire and why?

CX 182

CX Start-ups Contact Center Education 182

Fonolo

MAY 11, 2022

But adopting a few CX tactics isn’t enough to stay competitive. Meet our 2022 CX Award Winners. Now in its 6th year, Fonolo’s annual CX Excellence Awards celebrate contact centers that demonstrate excellence in customer service and customer experience. Educational Employees Credit Union (EECU).

CX 67

CX Non-Profits Education Contact Center 67

CX Accelerator

SEPTEMBER 24, 2019

But Customer Experience (CX) specifically holds some challenges that many new leaders can take weeks or months to grasp. But when sharing that you’re a CX professional, you might hear a few common things: “I have no idea what CX is.”. As a CX professional, you likely already have a strong vision of what you want to achieve.

CX 208

CX Education Social Media Government 208

Experience Investigators

OCTOBER 5, 2021

There are CX leaders who focus primarily on customer insights, like Voice of the Customer programs. And there are CX teams dedicated to customer journey design and improvements. There are CX leaders who have titles like Customer Success Manager and Contact Center Supervisor. The post Happy CX Day 2021!

CX 133

CX Social Media Contact Center Customer Journey Map 133

CX Accelerator

SEPTEMBER 24, 2019

But Customer Experience (CX) specifically holds some challenges that many new leaders can take weeks or months to grasp. But when sharing that you’re a CX professional, you might hear a few common things: “I have no idea what CX is.”. As a CX professional, you likely already have a strong vision of what you want to achieve.

CX 182

CX Education Social Media Government 182

1 to 1

JANUARY 10, 2024

That’s how “CBS News Sunday Morning” host Jane Pauley opened this week’s segment that covered how AI is impacting customer service in contact centers. Contact center associates featured on the show were empathetic. And if you’re lucky, there’s a person — a real person — at the end of the line.” 1 Sunday morning news show.

Contact Center 26

Contact Center AI Healthcare Education 26

Taylor Reach Group

MARCH 7, 2018

Major Financial Institution Upgrading CX and Contact Center Technology with Consultancy Advice via The Taylor Reach Group, Inc. Vendor agnostic, Customer Experience (CX) and Contact Center consulting firm, The Taylor Reach Group, Inc. TORONTO (PRWEB) March 07, 2018. said Taylor. The Taylor Reach Group, Inc.,

Contact Center 48

Contact Center Government Technology Technology 48

Taylor Reach Group

MAY 24, 2018

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. Talent Acquisition – All the hats that a contact center agent must wear can make it difficult to find the right person for your company.

Contact Center 48

Contact Center CX Healthcare Social Media 48

Fonolo

AUGUST 8, 2018

For those of us toiling away in the world of contact centers, staying educated and adapting our practices are our greatest and most crucial challenges. According to Contact Centre Panel , this includes health data, information on political or organizational affiliations, and even biometric data. Another good question.

Contact Center 64

Contact Center Touchpoint Legal Education 64

Fonolo

NOVEMBER 22, 2022

This is especially true for contact center and customer service professionals – after all, customer behavior is constantly shifting, and it’s critical for businesses to meet their expectations. Fortunately, e-learning has made call center management courses more accessible than ever. Contact Center Trends 2023.

Contact Center 147

Contact Center Start-ups Education Customer Satisfaction 147

Fonolo

NOVEMBER 21, 2017

Now let’s take that scenario and think about how to show the same amount of gratitude to call center agents. Even though employee appreciation may seem like common practice, most contact center agents feel unappreciated and disengaged. In the season of giving thanks, let’s send some love to contact center agents.

Contact Center 64

Contact Center Social Media Voice of the Employee Education 64

ECXO

NOVEMBER 9, 2023

The European Customer Experience Organization (ECXO) is Proud to Present Karen Jaw-Madson – Innovator in ‘Culture Your Corporate Culture’ speaking about Connecting Culture, CX and EX for Impact When? Design of Work Experience , Author, Coach, and Educator. Karen’s Bio: Principal of Co.-Design

CX 52

CX CXM Government Contact Center 52

CX Accelerator

FEBRUARY 2, 2020

If one of them came to me and asked, “Uncle Jeremy, I’d sure love to follow in your footsteps and pursue a career in customer experience (CX). It’s with that in mind that I surveyed the CX Accelerator community to gather input on the topic. What major should I choose?”. I then asked them to recommend a college major or field of study.

Customer Experience 320

Customer Experience Business Administration Customer Journey Map CX 320

Fonolo

MARCH 28, 2023

Customer experience managers in the contact center have never mattered more. Excellent customer experience is a must and should never be overlooked. If you’re considering a career as a customer experience manager for a contact center, this blog post will guide you on how to get there. CX matters!

Customer Experience Management 81

Customer Experience Management Customer Experience Contact Center Net Promoter Score 81

Fonolo

FEBRUARY 13, 2019

Report # 1: The US Contact Center Decision-Maker’s Guide 2018-19. Who wrote it: Contact Babel. About: We almost always include a Contact Babel report in these posts. This year’s edition is based on questionnaires answered by 222 contact center managers and directors, and weighs in at a healthy 363 pages!

Contact Center 57

Contact Center Technology Technology CRM 57

Experience Investigators

JULY 20, 2021

Eventually, the organization gets to a point where they are applying CX best practices and doing what needs to be done for actual Customer Experience Management. Related: Customer Experience Management Defined: How is it Different than CX? We’ve reached a stage when CX best practices are being applied and acted upon.

CX 131

CX Close the Loop Social Media Voice of the Customer 131

Taylor Reach Group

JUNE 23, 2021

TRG) to support the setup, and implementation, for its ecommerce contact center operations. TRG’s consultants and partners have extensive experience in supporting customer experience (CX) operations in the retail and ecommerce spaces, having worked with many of the most successful brands in the marketplace. “In

E-commerce 120

E-commerce Sports Retail Contact Center 120

Fonolo

JANUARY 22, 2020

Wondering what customer service or contact center conference to attend in 2020? It’s fun, educational, and a great opportunity to build new relationships. This year, we’ve published our full selection of customer service conferences and contact center summits in North America. Modern CX, Las Vegas.

Customer Service 129

Customer Service Contact Center CX Education 129

Taylor Reach Group

APRIL 25, 2018

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. With that, here are some of the events taking place in May 2018 (in chronological order) with direct links to each event: CX 18 - May 1-4, Nashville, TN.

Contact Center 62

Contact Center Customer Experience Artificial Intelligence Government 62

Uniphore

JULY 21, 2021

Why are so many knowledge bases inefficient to use when contact centers invest so much money in them? See where your contact center makes its mark or could use a little improvement. List your CX goals beforehand. How can organizations more effectively direct customers to the knowledge they’re looking for?

Customer Service 130

Customer Service Contact Center Engineering Social Media 130