DMG Consulting

JANUARY 29, 2021

Question: What are the mobility capabilities of WFM solutions? Answer: Remote workers, whether performing their job responsibilities off-site temporarily as a result of the pandemic, or agents who regularly rotate between home and contact center locations, as well as dedicated work-at-home employees, depend on mobility to help them effectively and efficiently perform their jobs anytime, anywhere.

Contact Center 101

Contact Center Customer Experience 101

Totango

JANUARY 29, 2021

When your product directly helps your customers achieve their goals, your brand wins their loyalty. Playbooks for customer success managers help drive processes that promote winning client outcomes. Building automation into playbooks helps the customer success team produce repeatable, winning results for clients at every stage in their customer journey.

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DMG Consulting

JANUARY 29, 2021

2021: The Year of the Contact Center. 2021 is off to a rocky start as countries struggle to roll out the vaccines needed to combat the COVID-19 pandemic. Human ingenuity will triumph over adversity and ineptitude. If scientists around the world could develop a series of vaccines for a previously unknown virus in less than 9 months, governments should be able to figure out how to distribute and administer it efficiently, though this is a complex logistics and distribution challenge for which ther

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Contact Center Text Analytics Entertainment Finance 62

Comm100

JANUARY 29, 2021

By now, you likely already know. You know that the best AI chatbots reduce operational costs and provide cost effective 24/7 availability. You’ve read it before. You’ve seen chatbot examples. Maybe you even calculated the ROI your specific company can generate by using chatbots. Now it’s time to take the next step – choose the best chatbot platform for your website and significantly improve your customers’ and agents’ experiences.

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Knowmax

JANUARY 29, 2021

Steps to create a FAQs page for better customer service experience.

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Customer Service Customer Experience 59

Qualtrics

JANUARY 29, 2021

2021 promises to be a “takeoff year” for experience management (XM) in government. The events of the past 12 months have made obvious, sometimes painfully, the critical role people’s experience with government plays in preserving public health and stabilizing economic and social life. Many people were thrilled to put 2020 behind them – but the dawn of 2021 gives us a major opportunity to use key lessons learned from the COVID-19 response to inform the acceleration of experience management across

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Government Sentiment Analysis Technology Technology 26

Qualtrics

JANUARY 29, 2021

Professionals who have become experience management (XM) experts in the last 10 or 20 years have often drawn on the building blocks of other experiences to get to where they are today. The discipline has evolved rapidly since the early 2000s, and many practitioners started off with different aspirations in very diverse fields. As part of our series on CX visionaries , we interviewed Aimee Lucas, XM Catalyst with the XM Institute.

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Sports Technology Technology Machine Learning 26

Beyond Philosophy

JANUARY 29, 2021

Many organizations want a silver-bullet solution for Customer Experience , one quick thing they can do that will fix everything. However, there isn’t one for Customer Experience. It takes constant attention and small, deliberate changes to improve Customer Experience. When faced with this expectation from my clients, I think of what Prime Minister Winston Churchill told his cabinet after the election: “I have nothing to offer but blood, toil, tears, and sweat.” People read books and

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Qualtrics

JANUARY 29, 2021

As part of our Breakthrough Builders podcast series , our Head of Brand Strategy, Jesse Purewal, chats with Mike Stern, CEO of The Climate Corporation, about how he’s used the tools of science to build a landmark career at the intersection of science, technology, and agriculture. Listen to the complete podcast episode of Breakthrough Builders with Mike Stern.

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