Fonolo
AUGUST 17, 2021
To optimize your call center’s performance, you need to think about improving your customers’ experience. After all, customer-centric companies are 60% more profitable. While incredible customer service should always be a call center’s goal, it shouldn’t be your only goal. If your agents have polite, customer interactions — that’s great! But it’s not enough.
The DiJulius Group
AUGUST 17, 2021
In 2020, almost 90% of organizations reported that they have a Chief Experience Officer (CXO), according to Gartner. This is a significant increase from 2017 when more than 35% of companies did not have a CXO on their team. According to Gartner, customer experience drives over two-thirds of customer loyalty, outperforming brand equity and price. Read Full Article.
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Customer Think
AUGUST 17, 2021
The past two years have been very destructive for both the livelihood as well as businesses. With pandemic taking a grip over the world, companies across the world have been forced to rethink, how they can conduct their business is running and how they can supply their services to the users. Along with that, people […].
The DiJulius Group
AUGUST 17, 2021
Overall customer satisfaction is at 73.6, its lowest point in over 15 years. And since the start of the pandemic, satisfaction has been dropping like a rock. What is behind all the deteriorating customer service? Several things, such as: employee burnout, low employee morale, high employee turnover, staff shortage, poor reactive hiring, no training of.
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Customer Think
AUGUST 17, 2021
Given the complexity of today’s economy, not to mention global logistics challenges augmented by Covid-19, it’s not a question of “if” but rather “when” you will disappoint a customer. In this moment, your response will determine if you keep or lose that customer. Central to keeping the customer is a very simple strategy. The apology. […].
Zendesk
AUGUST 17, 2021
“The customer is always right.”. If you’ve ever worked a day in the service industry, you’ve seen this slogan plastered on a break room wall. The idea was coined by a turn-of-the-century retailer, and it’s so common that many businesses make it a mandate for their customer service teams. But, like any principle, “the customer is always right” shouldn’t be taken literally.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Shep Hyken
AUGUST 17, 2021
The Uncommon Soft Skills That Make Up the Best Customer Service Representative. Creativity, Coordinating and Cognitive Flexibility. Shep Hyken interviews Greg Hanover, CEO at Liveops. They discuss the three most uncommon soft skills that make up the best customer service reps: Creativity, Coordinating with others, and Cognitive Flexibility. Top Takeaways: – What’s needed to deliver an excellent customer experience is creativity and problem-solving.
Help Scout
AUGUST 17, 2021
We know cash rules everything around us, but there are plenty of rules around cash too, and that’s just one of the challenges to delivering great customer service in finance. There are also customer relationships and expectations to manage. When you put all that together, it’s clear that working in finance is complicated. In this article, we cover several pain points that financial services customer service professionals face, and we’ll offer 18 tips for how to overcome those challenges.
Customer Think
AUGUST 17, 2021
It’s tougher to deliver services consistently well in some industries than it is in others. One particularly tough industry is Outsourcing. Outsourcing services include IT, payroll, finance, manufacturing, call centres, washroom services and so on. In fact, there are very few functions and processes that have not been outsourced. This phenomenon is not just confined […].
Intercom
AUGUST 17, 2021
For years, customer support was seen as a cost center, not a value driver – a necessary response to inevitable customer questions or frustrations. But now that customer experience has become a critical differentiator for modern consumers, this reactive approach to customer support is no longer good enough. That’s why forward-thinking businesses are turning to proactive support: so they can anticipate customer needs and deliver support when, and where, it’s needed.
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.
Customer Think
AUGUST 17, 2021
Work-at-home or Work from Home/Gig Agent CM BPS has reached an important milestone by achieving mainstream adoption status in Gartner’s 2021 Hype Cycle for Business Process Services. It’s hardly come as a surprise given the mass exodus of the call centre due to the pandemic, but it’s important progress all the same. Work from Home […].
MyCustomer Experience
AUGUST 17, 2021
CCorrelation, causation, statistics – all this sounds boring, complicated, and not practical. I’ll prove in this article that None of this. 17th Aug 2021. By Frank Buckler CEO.
Lightico
AUGUST 17, 2021
Workflow automation is an important strategy to consider when your company faces large-scale change. When companies are experiencing growth, workflow automation and management tools can help you keep up by streamlining processes and managing workflows across team boundaries. These tools give you greater control over how tasks are executed, where data or files go next in the process, and who gets notified about what’s happening on their end.
MyCustomer Experience
AUGUST 17, 2021
AEngland may be at stage 4 of the Government’s roadmap to recovery, with many of the Covid restrictions having been removed; but that doesn’. 17th Aug 2021. By ElementalCoSec Director.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
Aquire
AUGUST 17, 2021
For those of you looking to increase automotive sales, get this: according to CDK Global, 70 percent of consumers expect an online option when buying a car. For auto dealers, this is a clear sign that digital represents the future of the automotive industry. And that means digital retailing simply has to be at the center of your strategy. Here are three ideas that will help you: 1.
CallCare
AUGUST 17, 2021
In the business world, the term ‘customer experience’ is often thrown around – but what does it actually mean, and is it important? Firstly, it’s useful to understand the basic meaning behind the term. The truth is, there are many different elements that make up the customer experience, but ultimately, it all boils down to the perception your customer has of your brand.
Conversocial
AUGUST 17, 2021
Whether it was people going on holiday, travelling for business or just commuting to the office, the number of journeys being made across the global transport industry has dramatically dropped since March 2020. It’s going to be months, probably years, before it returns to pre-pandemic levels. If it ever does. At Conversocial, the majority of our partners in the transport sector fall within two categories - airlines and train operators.
MyCustomer Experience
AUGUST 17, 2021
TThere are 2 types of insights: The “famous” type of insights is delivered in 99% of cases. The “stepchild” type of insights is what. 17th Aug 2021. By Frank Buckler CEO.
Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney
Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib
Customer Think
AUGUST 17, 2021
New software-backed-services offering empowers customers like Headspace and Chime to identify DEI smoke points and chart a course to solving them.
Knowmax
AUGUST 17, 2021
5 ways how knowledge management can help improve self-service?
Qualtrics
AUGUST 17, 2021
Student course evaluations: three words that often spark strong reactions from new and experienced faculty alike. In the hands of faculty, though, well-structured evaluations can build trust while improving course delivery and effectiveness. Here’s how. Students ignore them. Faculty avoid them. Many hotly debate the appropriateness of student evaluations for tenure or promotion.
SugarCRM
AUGUST 17, 2021
You have a strong marketing strategy, and you generate Marketing Qualified Leads (MQLs) at a staggering pace. Your channels are packed with high quality content, from thought leadership blog posts to educational videos, eBooks, and Case Studies. . Besides, your marketing automation platform helps you effortlessly nurture leads. You have a good email builder, a flexible nurture builder to nurture leads, and accurate analytics capabilities that allow you to segment your audience.
Speaker: Keith Kmett, Principal CX Advisor at Medallia
Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the
Experience Investigators
AUGUST 17, 2021
Cross-functional leadership is a key factor in leading any customer experience program. This often means creating a team of leaders who regularly meet to discuss priorities, resources and accountabilities that drive CX forward. These teams are sometimes called a CX Strategic Council, a CX Team, or something similar. But whatever you call yourselves, running effective meetings that keep the team engaged, excited, and working together is key to your success.
Zendesk
AUGUST 17, 2021
You spend hours trying to close a deal, but the lead ultimately doesn’t agree to buy from you. You keep getting rejections over and over again, and you end the month without making a single sale. You can’t help but wonder: Am I doing something wrong? Why aren’t my sales techniques working? If you’ve ever felt this way, you’re not alone—selling is hard.
Qualtrics
AUGUST 17, 2021
As Delta variant cases continue to rise, business leaders are once again rehashing plans for everything from masks to social distancing. What’s new is that a growing number of companies are now requiring vaccines for employees. Most (60%) of employees are supportive of these vaccine mandates for in-person work, according to new Qualtrics research. But as companies contemplate new work policies, vaccine rules could ultimately be the deciding factor for whether some workers decide to stay at a com
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