Fri.Sep 16, 2022

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The CX Event You Don’t Want to Miss

Heart of the Customer

A while back, I set out to discover precisely why some CX leaders were so successful while others (more accurately, most) struggled to move the needle. Back then, I had no idea my curiosity would lead to a massive two-year research undertaking involving hundreds of hours of interviews with CX professionals and hundreds more survey […]. The post The CX Event You Don’t Want to Miss appeared first on Heart of the Customer.

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What is a good Net Promoter Score?

Lumoa

NPS is a very sought-after resource that many companies want to use when setting goals for their own NPS strategy. However, one must remember that you should not stare blindly at others’ NPS since there are other factors affecting the score itself. . In this article, we will share some good tips on how you should manage and utilize NPS benchmarks. Net Promoter Score in a nutshell.

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What is IP PBX Auto Provisioning and How Does it Work?

Hodusoft

What is IP PBX Auto Provisioning and How Does it Work? The holiday season is around the corner and people are shopping from your website like crazy. The result is a heavy inflow of calls on order status and many such inquiries. But what’s the use of getting new agents? Your traditional PBX system cannot accommodate new agents as all existing telephone lines are being used at full capacity!

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7 Customer Communication Mistakes You Can't Afford to Make

Zonka Feedback

When it comes to customer communication, there can be a great many challenges and approaches to consider. These challenges can vary by the stage of the process, the role of the person working with the customer, and even the industry in which the service falls.

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From Data to Decisions: Maximizing Retail Potential with AI

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.

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What is Call Center Shrinkage?

Fonolo

On a good day a call center can run a well-oiled machine, but call center shrinkage can derail the best-laid plans. . Picture this: You’ve got 100 agents scheduled to work on a Monday morning—enough staff to cover this notoriously busy shift. But at any given time, some individual staffers will be unavailable. They might be on a break or in a meeting, and some have likely called in sick or arrived late.

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Guest Post: Exploring Natural Language Processing to Categorize Customer Feedback

Shep Hyken

This week, we feature an article by Sheila Bugal, Head of Marketing at Caplena , a market-leading text analysis tool. She shares how companies can use Natural Language Processing in conjunction with human capabilities to enhance customer service. Natural Language Processing (NLP) helps computers understand and process human language, which has powerful implications for businesses that want to offer increased communication with customers and clients without the high cost of hiring additional staf

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5 Customer Engagement Trends To Keep An Eye On In 2022

Ameyo Callversations

Terms like customer engagement, customer experience, and customer communication have been buzzwords for the past few years. You might wonder why? Engaging and interacting with customers frequently adds value to their journey and provides a holistic, personalized customer experience. It equips you with stronger connections with your audience by talking to them on the channel they most prefer.

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The Big Miss and the Value of Emotions

MyCustomer Experience

TWe all had different ways of coping with the lockdown. Some started knitting or scrapbooking. Some of you binge-watched all of Netflix. 15th Sep 2022. By Colin Shaw Founder & CEO.

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Should You Stay or Should You Go? Reading the Signs and Leading CX Buy-In at Your Organization

CX Accelerator

Sally Mildren, CEO Clarity PX & Boss Lady Consulting. Matt Beran, Sr. Product Marketing Specialist InvGate. Many leaders do in fact think they are supporting Customer Experience in their organization. After all they have approved a resource and some budget to it. If we are being honest, that’s as committed as it gets for many executive and operational leaders.

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