Callminer

FEBRUARY 22, 2021

Read this blog to learn about the 25 top trends for 2021 in call center technology.

Technology 385

Technology Technology 385

Futurelab

FEBRUARY 22, 2021

In 2019, I wrote about this marketing phenomenon that I kept hearing about, that customers are in control, that they have all the power. I never felt like that was right. In that post, I wrote: Tags: Annette Franz (Gleneicki) co-creation customer experience design thinking innovation Facebook Like. Linkedin Share Button. Tweet Widget.

Innovation 246

Innovation Customer Experience 246

Zonka Feedback

FEBRUARY 22, 2021

While communicating with customers to gather feedback has always being an important aspect of any business, the way to communicate with the customers have been typically changed since last year due to the ongoing pandemic. This was the time when all the entities of society had to adapt to the evolving situations due to COVID 19.

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Futurelab

FEBRUARY 22, 2021

I’ve written about inside out thinking and behavior a few times, but today’s focus on inside out is a little different. Tags: Annette Franz (Gleneicki) customer experience culture employee experience customer-centric culture leadership Facebook Like. Linkedin Share Button. Tweet Widget.

Customer Experience 246

Customer Experience 246

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Totango

FEBRUARY 22, 2021

What comes to mind when you think of the term “game changer”? With the recent Super Bowl, perhaps your mind drifts to NFL quarterback Tom Brady. As a little-known, sixth-round draft pick out of the University of Michigan, it’s safe to say no one expected much out of Brady in the NFL. However, by his second season in the league, Brady became the starting quarterback for the New England Patriots and led his team to their first Super Bowl title.

Gaming 62

Gaming Hospitality Hospitality Sports 62

Futurelab

FEBRUARY 22, 2021

Back in late 2015, I wrote an article titled Work Harder or Smarter? in which I offered up some ways to help employees work more efficiently – ultimately, to work smarter. The last item on the list was automation. Fast forward five plus years, and automation is likely at the top of the list now for a lot of companies! But for many, the term “automation” brings chills, with visions of job losses and customer frustration.

Customer Experience 130

Customer Experience 130

Zendesk

FEBRUARY 22, 2021

Recently, many companies have had to rethink how their social customer-care strategy impacts customer experience. It’s not enough anymore to just have a Facebook account for casual customer interactions. That’s especially true when your page and Messenger are suddenly a hotbed for active users to voice an issue or problem. Companies can’t skirt around social media customer care by listing a phone number on their pages.

Customer Service 52

Customer Service Social Media Customer Feedback Customer Experience 52

Confirmit

FEBRUARY 22, 2021

Celebrating its 16th anniversary, the ACE awards have welcomed hundreds of submissions from many CX and insights pros around the world. This year, we hope to reward leading teams who managed to navigate through these tricky times and found new ways to succeed. So what does a winning award submission need to have? It can be a lot of different things!

Voice of the Employee 52

Voice of the Employee Voice of the Customer Start-ups CX 52

Hodusoft

FEBRUARY 22, 2021

In today’s time, contact centers for businesses play an important role in managing all the customer interactions across various channels. Also known as e-contact center or customer interaction center, the key role of contact centers is to provide assistance to the customers in the form of customer service and technical support. To streamline the communication across a number of channels, the contact center makes use of advanced contact center software.

Contact Center 52

Contact Center Omnichannel Social Media Customer Satisfaction 52

Knowmax

FEBRUARY 22, 2021

Complete knowledge base management guide for enterprises.

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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

1 to 1

FEBRUARY 22, 2021

The Centers for Medicare and Medicaid Services (CMS) is raising the stakes on patient and member experience for health insurance organizations. CMS recently introduced changes to its Five-Star Quality Rating System that place greater weight on measures related to patient experience while reducing an emphasis on process measures. Each year, CMS rates Medicare Advantage and Part D prescription drug programs on a five-star scale, based on how well they performed in the prior year, with five stars r

Healthcare 26

Healthcare Sales Customer Experience 26

SugarCRM

FEBRUARY 22, 2021

Sales enablement has gained more attention over the past couple of years and for a good reason. It can make or break the entire sales process, no matter how much effort your sales reps put into persuading leads and turning them into wins. According to the latest statistics released on sales enablement by CSO Insights, organizations where a similar strategy is implemented experience improvements in two of the most important KPIs.

Sales 32

Sales CRM Education 32