Thu.Mar 16, 2023

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Report: Remote contact center agents have better bosses

Inside Customer Service

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.

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CX4Now: Contact Center KPIs that Matter

Fonolo

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.

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How UX Design Factors Impact SEO and Engagement Metrics

Customer Think

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.

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4 out of 5 organizations have not increased their customer satisfaction since 2010!

Beyond Philosophy

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

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2024’s Retail Odyssey: Going Small, Artificial, and Augmented!

Speaker: Joe Cicman - Principal Analyst at Forrester, and Jason Cottrell - CEO & Founder at Orium

Significant modifications are on the horizon for digital commerce in retail and customer experience come 2024. The pace of tech shifts will intensify, businesses are set to defund legacy solutions, and attractive opportunities will surface as social and retail media players join forces. To stay ahead of the curve, digital leaders are experimenting with less risky initiatives and scaling back on outdated projects that no longer yield impactful results.

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Understanding how cybersecurity is set to impact the retail industry

Customer Think

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.

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Getting Real About Moments That Matter with Roku

Execs In The Know

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.

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Braze co-founder Mark Ghermezian: “Whatever CRM is, that’s what we need to build”

Zendesk

Startup founders often say the same thing about the early days: listen to your customers. Listen to your customers, and VCs will follow. Listen to customers to ensure product-market fit. But Braze co-founder Mark Ghermezian reminds us to listen to what customers don’t say, too. In 2008, when iPhones were just coming into the market and mobile apps were the new talk of the developer community, Ghermezian had an idea: to build a bridge between the growing population of app developers and their end

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Unlocking The Value of Cloud Technology In Education Sector

Customer Think

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.

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How to Create Better Citizen Experiences

Qmatic

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.

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The Loyalty Gap: The Difference Between Repeat Customers and Loyal Customers

Customer Think

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.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

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Enjoy a Slice of Customer Data Analytics Pi (e)

MyCustomer Experience

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.

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Snowstorm & Weather Apps Explain Why 75% of Sales Forecasts are Wrong

Customer Think

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.

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How To Improve Customer Satisfaction In BPOs?

Knowmax

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

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Four Technology Solutions That Improve B2B Sales

Customer Think

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.

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Software Composition Analysis: The New Armor for Your Cybersecurity

Speaker: Blackberry, OSS Consultants, & Revenera

Software is complex, which makes threats to the software supply chain more real every day. 64% of organizations have been impacted by a software supply chain attack and 60% of data breaches are due to unpatched software vulnerabilities. In the U.S. alone, cyber losses totaled $10.3 billion in 2022. All of these stats beg the question, “Do you know what’s in your software?

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Do We Need a New CRM? How to Know When It’s Time to Leave

SugarCRM

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.

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Adding Support headcount is losing

Customer Think

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

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Tags in Your Ticketing System: How, Why, and When to Use Them

Customer Think

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.

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The Role of Data Privacy and Security in Digital Onboarding

Customer Think

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.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.