Taylor Reach Group

APRIL 14, 2021

By Colin Taylor. We are now more than a year into the “new normal” and increasingly contact center organizations are recognizing this fact. I am often asked if I think that contact centers will ever go back to 100% “bricks and mortar”, and the answer I give is no, that ship has sailed. Organizations were forced by the pandemic to deploy work from home and it wasn’t, as many feared, dominated by staff sitting on the couch eating cheese doodles and watching “The Talk”.

Contact Center 152

Contact Center AI Technology Technology 152

The DiJulius Group

APRIL 14, 2021

5 Quick Tips to Help you Make Price Irrelevant 1. Customer Service Feature Story The foundation of every great culture is built on strong leaders who constantly recognize their employees’ contributions. However, when Dave Timmons was the SVP at Bank of America, he took it to another level. He says, “I asked one of my. Read Full Article. The post Want Stronger Employee Engagement?

Customer Service 116

Customer Service Customer Experience 116

Customer Service Life

APRIL 14, 2021

I periodically have a variety of updates and resources that I’ve contributed to that I want to share on this blog. This won’t be a long post but I’ll encourage you to click a few links to read and listen. Let’s dive in. 1. A CX Moment with Calm. The Calm app , a sleep and meditation app, saw a huge jump in downloads in 2020 for obvious reasons.

CX 83

CX Contact Center B2B Customer Service 83

CSAT.AI

APRIL 14, 2021

Effectively support a diverse workforce in the hybrid contact center Don’t lose human connection as offices begin to open up Be aware of intersectionality to maintain a diverse talent pool Gen Z benefits from more direct input Offer tools that give in-the-moment guidance Offer at-home work options with paid sick leave Promote an atmosphere of inclusivity in hybrid contact centers Worker’s equipment vs. consistency of results Ask your workers about their preferences on remote work Identify method

Contact Center 52

Contact Center CX NPS Customer Service 52

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Qualtrics

APRIL 14, 2021

Community Health Network is taking a bold approach to patient experience. Focusing on building empathy into the way they use patient experience data, their development of processes is built upon a foundation of patient stories. We interviewed Patrick McGill, MD, the Chief Analytics Officer at Community Health Network, on his drive for reality-based patient care and how patient experience data helps to achieve this goal.

Healthcare 26

Healthcare Technology Technology AI 26

Lumoa

APRIL 14, 2021

About the episode: Most of us understand that customer experience is something highly relevant for a business. Improved customer experience is equal to improved retention, decreased churn, and improved competitiveness, which leads to revenue growth. Although it’s evident that customer experience is a good thing to focus on, why is it still such a struggle to link improved customer experience with revenue growth and other operative metrics?

Customer Experience 94

Customer Experience CX Net Promoter Score Start-ups 94

Qualtrics

APRIL 14, 2021

When you need to collect insights on a global scale, enterprise survey software can help you create, distribute and analyze results like never before. Find out what sets enterprise surveys apart and what to look like in a software solution. What is an enterprise level survey? When your company is engaged in research across multiple departments or teams, you need survey software that’s more powerful than your average free survey platform.

Artificial Intelligence 26

Artificial Intelligence Predictive Analytics Machine Learning Legal 26

VOZIQ

APRIL 14, 2021

While working with our clients, we have seen the transformational effect artificial intelligence (AI) has on customer experience, cost reduction and profitability. Considering the opportunities and advantages that AI delivers, it’s not surprising to witness its growing adoption globally. Results from Algorithmia’s third annual survey, 2021 Enterprise Trends in Machine Learning, showed that 76% of enterprises prioritize AI and machine learning (ML) over other IT initiatives in 2021.

AI 40

AI ML Machine Learning Artificial Intelligence 40

Qualtrics

APRIL 14, 2021

Business, sales and marketing leaders are embracing B2B CX programs to optimize customer experience, but it’s not easy. We explore 6 successful B2B CX examples to share what you can do in your company. A quick search for successful CX examples will no doubt throw up case study after case study from iconic B2C companies like American Express , Under Armour , and BMW.

B2B 26

B2B Close the Loop CX B2C 26