Fonolo

MARCH 16, 2023

Your contact center may run like clockwork, with engaged agents answering calls quickly, solving problems, and creating satisfied customers in record time. But without the contact center KPIs and metrics that managers use to measure the effectiveness of their operations, you’d never know for sure. KPIs matter. And they’re changing quickly. We asked contact center industry influencers to share their insights into the changing role of KPIs and shine a light on new metrics to watch.

Contact Center 151

Contact Center Sentiment Analysis NPS Customer Satisfaction 151

Customer Think

MARCH 16, 2023

The entire World is currently shifting towards a complete digital transformation. This means that having a user-friendly and effective website design is essential. When developing a website, it is crucial to have a top-notch User Interface (UI) and SEO to keep customers engaged.

Customer Experience 133

Customer Experience 133

Beyond Philosophy

MARCH 16, 2023

I’ve followed the American Customer Satisfaction Institute (ACSI) results since I started Beyond Philosophy in 2002. Guess what? It’s at an all-time low for the last 17 years. When you consider all the resources organizations and individuals have put into customer experience and the voice of the customer, I wonder… was it worth it? We asked Forrest Morgeson, assistant professor of marketing at the Broad College of Business at Michigan State University and the director of resea

Customer Satisfaction 88

Customer Satisfaction Technology Technology Customer Experience Management 88

Customer Think

MARCH 16, 2023

The retail industry is constantly evolving, and technology has played a significant role in this change. One of the most notable advancements in the retail industry is the use of digital signage.

Retail 118

Retail Technology Technology Customer Relationship 118

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Execs In The Know

MARCH 16, 2023

If the last few years have taught us anything, it’s to appreciate human interactions, empathy, and care. While digital technologies continue to take center stage, achieving successful transformation is as much about people and relationships as it is about automation and AI. An organization’s ability to adapt to change, build the business case for investments, and leverage partnerships to get ahead will continue to separate the market winners from losers in the years to come.

Contact Center 97

Contact Center Innovation AI Technology 97

Customer Think

MARCH 16, 2023

Customers today want and expect personalized experiences, especially when they leave the comfort of home for an in-store visit. Busy times and staffing challenges, however, can make it difficult for stores to provide that level of personalization, and customers feel like just another cog in the machine.

Technology 105

Technology Technology 105

Customer Think

MARCH 16, 2023

Global events like the Covid-19 pandemic have initiated a shift in attitudes and changed how more industries leverage cloud-based technologies. The education sector is one of the many industries reaping benefits from this change. The market for cloud computing in education is estimated to reach USD 8779.1 million by 2027.

Education 81

Education Technology Technology 81

MyCustomer Experience

MARCH 16, 2023

There is an infinite amount of data in contact centres but what does it really tell us? I believe that educated insights are better than.

Education 59

Education 59

Customer Think

MARCH 16, 2023

Or, In a recent Shepard Letter, I discussed the Trust Gap, which is the difference between an organization’s belief that their customers trust them and the percentage of customers who actually do. I’ve covered different gap concepts in the past, and it.

Customer Loyalty 72

Customer Loyalty 72

Knowmax

MARCH 16, 2023

The post How To Improve Customer Satisfaction In BPOs? appeared first on Knowmax.

Customer Satisfaction 52

Customer Satisfaction Customer Experience 52

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

Retail

Customer Think

MARCH 16, 2023

As a Nor'Easter barreled across Central Massachusetts today, a few interesting storm-related happenings were analogous to some sales-related occurrences. This article will explore two weather-related analogies: It's in 3D - Dinger the Dog and his choice of Doors The Magic of Weather Apps I've written about Dinger, our six-year-old Golden Doodle, several times.

Sales 64

Sales 64

SugarCRM

MARCH 16, 2023

Your company and software needs rapidly evolve. It would make sense for companies to adopt change as quickly as necessary, but change never comes easy. According to recent data, only 34% of change initiatives succeed. The same source claims that 47% of organizations that integrate change management are more likely to meet their objectives than the other 30% that did not incorporate it.

CRM 26

CRM Data Entry Sales Start-ups 26

Customer Think

MARCH 16, 2023

With the rise of the software as a service industry, the B2B space has never been more active than it is today. Especially after the pandemic, businesses around the globe are searching for online tech solutions to add to their stack.

B2B 64

B2B Technology Technology Sales 64

Inside Customer Service

MARCH 16, 2023

Remote work is polarizing, especially for contact centers. Team Onsite believes communication and teamwork improves when everyone is working in the same place. And Zoom fatigue is real, y’all! Team Remote touts the cost savings, flexibility, and improved quality of life that comes from having agents work remotely. Here’s some good news for Team Remote: your agents report having better bosses.

Contact Center 171

Contact Center Customer Service 171

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Voice of the Customer

Customer Think

MARCH 16, 2023

Does adding headcount to Customer Support, Care, Success, or Service teams really demonstrate dedication to Customer Experience?

Customer Experience 72

Customer Experience 72

Qmatic

MARCH 16, 2023

Designing better citizen experiences is no longer an imperative just for commercial organizations. Joe Biden's 2021 executive mandate has made this clear as public trust in government agencies hits historic lows. To turn the tide on public perception, government services leaders like you must take a citizen-centric approach to achieve your agency goals.

Government 79

Government Customer Experience 79

Customer Think

MARCH 16, 2023

In a world of social media, especially Instagram, I fear that we’ve fallen into a belief that more hashtags is better. Think about the last time you scrolled through the ‘gram and landed on a post that included a 100-character description followed by a.

Social Media 59

Social Media 59

Customer Think

MARCH 16, 2023

In today’s digitally-driven world, onboarding has become a critical process for organizations seeking to expand their customer base and stay competitive. The shift towards digital onboarding has made the process more convenient and efficient. But along with that, it has also raised concerns about data privacy and security.

Technology 59

Technology Technology 59

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

Retail