Callminer

JUNE 9, 2021

Quality assurance does more than ensure regulatory compliance, it helps contact centers deliver the best outcomes for customers. Read our blog for tips on optimizing QA practices.

Contact Center 290

Contact Center Compliance 290

Uniphore

JUNE 9, 2021

Out with the old, in with the new! With the COVID-19 pandemic forcing rapid digital transformation and the complexity of customer interactions on the rise, most companies recognize the need for new approaches. In the contact center, the leading driver of improvements has been automation. In fact, 65 percent of executives in a 2020 survey cited automation as a catalyst for modernizing legacy business practices.

Contact Center 246

Contact Center Education AI Start-ups 246

Intercom, Inc.

JUNE 9, 2021

We want to give our employees the best possible start to their Intercom careers. That used to mean welcoming them to the company in person but, like everyone, we’ve had to adapt to a new way of onboarding over the past year. The COVID-19 pandemic has completely disrupted the way we work and forced us to reinvent how we onboard new colleagues. At the start of March last year, as the scale of the threat became more apparent, we realized we had to transition our in-person employee onboarding experi

Gaming 253

Gaming Engineering Start-ups Sales 253

Myra Golden Media

JUNE 9, 2021

GET MORE IDEAS LIKE THIS. Now you can give your employees even more great skills for delivering the best customer experience and for handling difficult customer situations. Sign up for my email list and learn specific tips, approaches, and phrases to help your employees help your customers.

Customer Service 127

Customer Service Customer Experience 127

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.

Customer Loyalty

Customer Bliss

JUNE 9, 2021

“The best way to learn if you can trust somebody is to trust them.”. – Ernest Hemingway. Companies that practice what I call “ leadership bravery ” are choosing to reverse the trend on business practices that have defined their industries. Through leadership guidance and company actions, they are establishing more balanced relationships, where both sides win.

Hospitality 115

Hospitality Hospitality Customer Relationship Business Growth 115

Qmatic

JUNE 9, 2021

Today, most service providers enable appointment scheduling for visitors. But the way organizations manage appointments varies. In this article, I’ll describe some features which will streamline your scheduling process regardless of your industry or size.

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90

MattsenKumar

JUNE 9, 2021

The e-commerce industry is incessantly evolving; today, players are improving and customizing their businesses to meet customers where they are. The industry has overcome the notion where “pricing & product were kings,” Today, quality experience and instant support decide the winner. E-commerce customer service practices are ever-evolving; often led by new technologies, these trends keep changing year after year.

E-commerce 52

E-commerce Customer Service Social Media Omnichannel 52

The DiJulius Group

JUNE 9, 2021

Chief Revolution Officer John DiJulius of The DiJulius Group talks with Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy. John and Jess talk about how critical it is for companies to focus on creating a World-Class Internal Culture. This culture should be communicated from not only.

Customer Experience 52

Customer Experience 52

1 to 1

JUNE 9, 2021

Photo credit: Getty Images. Propelled by the pandemic, retailers transformed their services, products, and customer experience at breakneck speed. More changes are ahead as consumers emerge, ready to spend with high CX expectations. Retailers, however, have a thin margin of error as they recover from 2020. Steve Rowen, managing partner at Retail Systems Research, discussed lessons to be learned from the pandemic and what forward-thinking retailers are doing to position themselves for success.

Retail 51

Retail Customer Experience CX Start-ups 51