Callminer
NOVEMBER 20, 2019
An understanding of the CFPB arbitration rule illuminates some of the struggles between organizations and consumers. Learn more about its implementation and its implications.
Heart of the Customer
NOVEMBER 21, 2019
Two-thirds of customer journey mapping initiatives fail to drive action, as we revealed in our book How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change. That’s not really surprising, is it? It’s easier to reveal where customers are having problems than it is to do something about it. Taking […]. The post Turbocharge Your Journey Map appeared first on Heart of the Customer.
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Beyond Philosophy
NOVEMBER 19, 2019
Marketing Yourself. We usually talk about how you should use the principles of brand management to deliver excellent Customer Experience. However, brand management is an essential part of your job search, as well. In other words, marketing your Customer Experience has given you everything you need to know about selling yourself. Moreover, it has taught you all you need to know about improving your experience as a person.
eglobalis
NOVEMBER 21, 2019
Customer Experience Best Books of 2019 -2020 Yearly List. The post Customer Experience Best Books of 2019 – 2020 Readings appeared first on Eglobalis.
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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.
Callminer
NOVEMBER 19, 2019
Employers and other entities that need to check an individual's prior work history can call upon an arsenal of tactics, including Verification of Employment (VOE).
Totango
NOVEMBER 21, 2019
There’s a saying in business: if you can’t measure it, it never happened. But how do you measure satisfaction? Luckily, there’s a measure for that, too: customer satisfaction metrics. Customer satisfaction quantifies the degree to which a customer is pleased by a product, brand, or overall experience. If you don’t measure customer satisfaction, you may be blindsided by customers who churn or discourage others from working with you.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
UJET
NOVEMBER 18, 2019
2019 is coming to a close and the customer support industry is moving into the next decade. It’s become even more clear that support expectations are changing, expanding, and require a higher level of diligence to provide the best experience possible for customer satisfaction and loyalty. To welcome the new year, here are five predictions for 2019. Messaging Surpasses Voice.
Callminer
NOVEMBER 20, 2019
This year’s annual LISTEN user conference was the largest yet with 413 attending the event! It's hard to believe it's "in the books!" Here's our wrap up!
TeamSupport
NOVEMBER 22, 2019
While 90% of business-to-business (B2B) leaders recognize the importance of customer support, fewer than 25% of companies excel at helping their customers. It’s a concerning statistic as B2B markets thrive off long-term relationships with their clients. Phone calls are a vital component of any B2B customer support strategy, as it’s often the fastest way to resolve problems.
Fonolo
NOVEMBER 21, 2019
Zappos. Apple. Wistia. Netflix. Whatever your business or its size, the first place your customers go when seeking help is your website. And if they can’t find the information they need there, you’re going to lose them. You don’t have to be reachable by phone 24/7, but you do have to give your customers a way to solve their problems or get in touch when they can’t help themselves.
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 Bliss
NOVEMBER 21, 2019
As the chief customer officer (CCO) of the organization, you may at times feel like you’re begging for people to listen to you, to understand your goals, and to implement your suggestions. This is an important role for the growth of your organization, and you will need the help of your C-Suite team, especially the CEO, in order to gain real traction in your work.
Callminer
NOVEMBER 17, 2019
To help you find the right data mining solution, we’ve compiled a list of tips, quotes and other insights from experts around the web.
ClearAction
NOVEMBER 19, 2019
Une épitaphe, c’est un texte inscrit sur une pierre tombale ou un monument funéraire. Il peut s’agir d’un seul mot, d’une phrase ou d’une citation célèbre qui représente bien le défunt. Si celui-ci n’a pas pris le temps de choisir son épitaphe, il est d’usage que la famille ou les proches choisissent le texte à inscrire. C’est un acte délicat, mais nécessaire pour commencer le travail de deuil et honorer la mémoire du défunt.
Taylor Reach Group
NOVEMBER 21, 2019
By Peg Ayers. Record low unemployment has created new emphasis on employee retention in contact center operations throughout Canada and the United States. With payroll as their biggest expense, contact center operators are searching for ways to retain their good employees and save the thousands of dollars it costs them for each one they have to replace.
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.
Chip Bell
NOVEMBER 19, 2019
It was not a fancy restaurant. My hotel did not have a restaurant, so I walked a block to this simple diner. I was there for a late breakfast before beginning my work with a client in the afternoon. There were only two people in the restaurant…a couple waiting for their check. The happy-go-lucky waitress poured my coffee and took my order. Moments later she returned with a small flower arrangement in a glass vase and a magnificent day starting announcement.
Callminer
NOVEMBER 20, 2019
Ensuring your company deals with and employs only the best candidates can prove to be a very tricky feat. Although there are many honest applicants to positions and potential commitments, there are, unfortunately, some applicants who are less than trustworthy. The information many people provide on their resumes has become more and more inaccurate as competition for jobs, loans, and other opportunities grows.
PeopleMetrics
NOVEMBER 22, 2019
Simply put, communication is the next make-or-break element of a successful VoC program. A great VoC program communicator has the same mindset as a marketing professional. You have to think about marketing VoC to your organization the same way you would market a new product or service to your customers. At the onset of the program, communicate what VoC is, why it’s important, how it will drive business results, and what touchpoints you will focus on.
Confirmit
NOVEMBER 21, 2019
Register to the webinar for your region. Australia: 12th December @ 11am AEDT. Europe: 12th December @ 11am GMT. North America: 12th December @ 11am EST. Companies are starting to own their employee experience (EX) like never before. Finally, organizations are realizing that creating a great EX is the best strategy for driving a great customer experience (CX) and improving organizational performance.
Speaker: Blackberry, OSS Consultants, & Revenera
Software is complex, which makes threats to the software supply chain more real every day. 64% of organizations have been impacted by a software supply chain attack and 60% of data breaches are due to unpatched software vulnerabilities. In the U.S. alone, cyber losses totaled $10.3 billion in 2022. All of these stats beg the question, “Do you know what’s in your software?
The PhaseWare Files
NOVEMBER 21, 2019
Technological advancements have put an astounding amount of automation and control into the hands of customer support teams. Not only has this changed the way businesses can interact with and provide service to their clients, but it’s also transformed the role of the customer support agent. Tools that utilize artificial intelligence have made communication easier and the overall support process faster.
CSAT.AI
NOVEMBER 20, 2019
High stress, low wages, abuse. We’re not talking about indentured servants, we’re talking about customer service. agents. Unfortunately, agents are often treated badly. It’s time to stop the churn and for businesses to take responsibility for the environment their employees work in by reducing employee harm. The industry standard for quality assurance (QA) monitoring is low.
The DiJulius Group
NOVEMBER 20, 2019
Can You Keep Quiet Longer Than 18 Seconds? Providing excellent customer service starts with how well we listen and manage customer expectations. The highest form of respect we can show another person is genuinely listening and giving them our undivided attention. However, the listener also benefits dramatically, because it is only when we are listening.
ClientSuccess
NOVEMBER 20, 2019
Client experience, otherwise known as CX, is something you will hear often as you determine how to design and implement your product solutions for your clients. A positive client experience is crucial for long-term (and even short-term) success. In simple terms, the client experience is the interaction a person has with an organization and/or their product or service. .
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JUST RELEASED! New research reveals 92% of business leaders would like to provide additional training to their customer service representatives. Soft skills training stands out as a priority area of investment and/or improvement. Check out The Northridge Group’s latest CX research report —the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall exper
The PhaseWare Files
NOVEMBER 21, 2019
Machine learning can be an invaluable tool for B2B support agents in a high-volume department. Let us help by providing B2B customer support software today.
Confirmit
NOVEMBER 18, 2019
Employee Experience (EX) is the new kid on the block, and organizations, both consultancies and enterprises, are trying to get to grips with it. What does it actually mean? How to define it? Josh Bersin gave his perspective by saying: “All the programs we’ve invested in over the years (employee engagement, diversity and inclusion, leadership development, performance management) are all part of the Employee Experience.
Intercom, Inc.
NOVEMBER 18, 2019
Chatbots are on the verge of living up to their hype, with new research commissioned by Intercom indicating where they can have the most impact. We fundamentally believe chatbots have the potential to transform businesses in two ways: by delivering radical efficiencies, and by helping businesses meet ever-increasing consumer demands. In our very first Chatbot Trends Report, which we’re releasing today, we see the efficiency half of that equation start to unfold.
ClientSuccess
NOVEMBER 20, 2019
Client experience, otherwise known as CX, is something you will hear often as you determine how to design and implement your product solutions for your clients. A positive client experience is crucial for long-term (and even short-term) success. In simple terms, the client experience is the interaction a person has with an organization and/or their product or service. .
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
The PhaseWare Files
NOVEMBER 19, 2019
Are you ready to take advantage of AI-powered chatbots in your customer support operation? Let us help with high-quality software for B2B customer support.
Qualtrics
NOVEMBER 22, 2019
Frontline employees often know your customers best. And their ideas can lead to breakthrough moments – just ask Sony, Microsoft, and 3M who’ve all seen major breakthroughs in the past thanks to employee feedback. Find out how listening to employees could be the difference in delivering world-class customer experiences at your organization. Let’s face it, the first place most of us look when it comes to customer experience is the customers themselves.
Intercom, Inc.
NOVEMBER 21, 2019
One of our mantras here at Intercom is that customer retention is the new conversion. In an era when more and more businesses adopt a subscription model, strong customer retention is the key to sustainable long-term growth and requires a laser-like focus. . To retain more customers over time, you must invest heavily in understanding who your current and prospective customers are and what problems they’re trying to solve.
SugarCRM
NOVEMBER 21, 2019
Define your target customer and deliver the right marketing message at the right time to increase revenue. In today’s world, digital technology rules. With every beep, tweet, and ding , infinite amounts of information are harassing consumers, giving them the power and accessibility to educate themselves and take control of their buyer’s journey.
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
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