Shaun Belding
MARCH 14, 2022
What is the Difference Between Outstanding Customer Service and WOW Customer Service? When a company approaches us about customer service training programs, one of the first questions we ask is, “What are you hoping to achieve with the training?” We know, of course, that the ultimate goal is to improve the experience they provide […].
Execs In The Know
MARCH 14, 2022
Digital transformation has been an ongoing subject for over 30 years. But in the last few years, this transformation has become much more focused on specific aspects of the business. These main areas include technology integrations, operational efficiencies, workforce optimizations and customer experience. Assessing your strengths and weaknesses in each of these pillars can help you understand what aspects of your business could be better optimized and modernized to align with customer expectati
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Bill Quiseng
MARCH 14, 2022
Good customer service means you answered all your customers’ questions. It means you resolved your service problems. Good customer service means you efficiently processed your customers’ waiting lines. It’s all about you. Great customer service means that one of your customers felt you had all his questions answered. It means that a customer felt you had all his problems resolved.
Execs In The Know
MARCH 14, 2022
Explore emerging ways to create candidate interest & employee retention with Rick Zayas , COPC VP , in a pre-conference workshop at Execs In The Know’s Customer Response Summit (CSR) in Clearwater, Florida, on March 28, 2022. Key drivers affecting labor markets. Best practices & approaches to reinvent labor policies. Managing/leveraging outsourced service providers.
Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
Logicalware
MARCH 14, 2022
Is your IVR creating the right first impression of your business? Interactive Voice Response (IVR) systems have been used in contact centres for decades. Anyone who has ever called a company for sales or support has probably heard the message: “Hi, thank you for calling [company name]. To speak with a sales representative, press 1. If you want to connect with a customer support agent, press 2”.
Execs In The Know
MARCH 14, 2022
As we move into 2022, contact centers are facing unique challenges that include both tactical and strategic decision making. The tactical decisions pertain to specific needs or technology applications, such as how many agents to hire or what use cases your chatbots will be built around. Contact center leaders must also be thinking about strategic decisions, such as how the contact center is going to evolve or what CX will need to look like in 2022.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Shep Hyken
MARCH 14, 2022
Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Using Customer Journey Maps and Jobs to Be Done for a Better Customer Experience by Tobias Komischke. (CMSWire) Customer experience design’s goal is providing consumers with the offerings they need to accomplish their objectives frictionlessly across all phases of the custom
MyCustomer Experience
MARCH 14, 2022
CLooking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job. 15th Mar 2022. By Rhys Fisher Staff Writer.
Execs In The Know
MARCH 14, 2022
Getting the attention of any customer is hard enough, but getting deep engagement with your product is the lifeblood of any product or customer experience team. Even leading companies with great web and mobile app experiences struggle to isolate which factors specifically drive engagement, increase retention, and delight customers. Understanding which product features, or digital touchpoints create noise, frustration, or confusion — demands fingertip access to high-quality data across all depart
1 to 1
MARCH 14, 2022
Digital assets—tokens or any kind of data stored on a blockchain, such as images, audio, videos, and other files—are everywhere. NYC’s mayor Eric Adams converted his paycheck to Bitcoin and Ethereum , Nike invested in NFT sneakers for the Metaverse, and El Salvador planned to be the first country to adopt crypto as a national currency. Users are ready and eager to adapt.
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