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!

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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.

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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.

Retail 110
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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.

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December CMI Placeholder

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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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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.

AI 52
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5 Easy Tips For Improving Patient Experience In Healthcare

cxservice360

The customer experience is critical to success in any industry, but none more than healthcare. In healthcare, you must ensure that you view those using The post 5 Easy Tips For Improving Patient Experience In Healthcare appeared first on CXService360. Customer Experience Healthcare PX

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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. Blog Customer Loyalty

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Should you increase your customer satisfaction?

MyCustomer Experience

I've followed the American Customer Satisfaction Institute (ACSI) results since I started Beyond Philosophy in 2002. Guess what? It's at an. 16th Mar 2023 By Colin Shaw Founder & CEO

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Product Market Fit: A Lesson from Sephora’s Head of Product

Speaker: Sneha Narahalli - VP, Head of Product at Sephora

In this webinar, Sneha Narahalli, Head of Product at Sephora (Digital, Data & MarTech), will give you an iterative method for identifying and developing Product Market Fit.

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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? Blog Customer Experience Editor's Pick Service and Support Think Tank

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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.

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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.

Sales 62
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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. Customer Experience customer satisfaction in bpo call centers customer satisfaction in bpo industry

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Powering Personalization Through Customer Data

Finding the right CDP can help unlock the value of your customer data. This eBook offers guidance on choosing, deploying, and utilizing a CDP, along with a case study on how one bank put data into action to forge stronger connections with customers.

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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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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. 16th Mar 2023 By Jim Davies Chief Experience Officer

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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. Blog Service and Support

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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.

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Shaping the Future: Product Strategy in the Age of Uncertainty

Speaker: William Haas Evans - Principal Consultant, Product Strategy Practice Lead, Kuroshio Consulting

In this webinar, we'll explore product strategy obstacles and present practices to overcome them while driving clarity and alignment across your executive team.

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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.

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Intelligent Appointment Scheduling Drives Customer Personalization

Customer Think

Customers today want and expect personalized experiences, especially when they leave the comfort of home for an in-store visit.

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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.