Adrian Swinscoe
MARCH 16, 2022
In March last year, I wrote about Havas CX’s X Index and how it offered a new and holistic view of a brand’s customer experience (CX). […]. The post Brand trust emerges as the single biggest contributor to customer experience first appeared on Adrian Swinscoe.
Callminer
MARCH 15, 2022
As patients take a more proactive role in choosing their healthcare providers and seeking out high-quality services, understanding the patient journey is increasingly important. Read more.
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Shaun Belding
MARCH 14, 2022
What is the Difference Between Outstanding Customer Service and WOW Customer Service? When a company approaches us about customer service training programs, one of the first questions we ask is, “What are you hoping to achieve with the training?” We know, of course, that the ultimate goal is to improve the experience they provide […].
Futurelab
MARCH 17, 2022
Capturing the Mass Affluent opportunity Futurelab wants to equip a select number of financial institutions with the methodologies, tools and templates to capture this untapped opportunity and: Find and understand Mass Affluent consumers using customer insight discovery and big data techniques Roll-out goal-based risk profiling, while remaining fully compliant with current and emerging regulations Plot investment products on to the goal-based risk matrix to enable close-match product recommendati
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The Belding Group
MARCH 18, 2022
Let's start with the bad news: The old saw is true - blood is thicker than water. Particularly when it comes to sons and daughters, bosses will seemingly forgive, overlook, and rationalize just about everything. Shaun Belding | www.shaunbelding.com.
Callminer
MARCH 17, 2022
Which came first, the call recorder or the recording engine? Honestly, it doesn't matter as they serve to very different use cases. Read more about each in this new blog.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Futurelab
MARCH 17, 2022
Click here to download a PDF of the document Click here to subscribe to all of our reports and publications For more information about our Mass Affluent Finance service offer, please click here.
Execs In The Know
MARCH 14, 2022
Digital transformation has been an ongoing subject for over 30 years. But in the last few years, this transformation has become much more focused on specific aspects of the business. These main areas include technology integrations, operational efficiencies, workforce optimizations and customer experience. Assessing your strengths and weaknesses in each of these pillars can help you understand what aspects of your business could be better optimized and modernized to align with customer expectati
Bill Quiseng
MARCH 15, 2022
In the past, businesses served to sell products or services to customers. Recently businesses served to satisfy customers. No more. Satisfied customers feel service is good, not better, just average. Nobody raves about average. And satisfied customers will leave when they find something better or less expensive. Today’s customers are paying for their experience, not a business’ service or product.
Intercom, Inc.
MARCH 16, 2022
Intercom is a product-led company, focused on maximizing product innovation and development velocity. That also means we hold ourselves to high operational standards: minimizing costs, speedily addressing quality issues that arise within existing products, and mitigating security risks. The foundation of our operational health is availability. Without rock solid availability, nothing else matters.
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.
Shep Hyken
MARCH 16, 2022
Let’s go back to physics class for just a moment. Isaac Newton’s third law of motion states, “For every action in nature, there is an equal and opposite reaction.” I admit to struggling in physics, but this was one principle I understood. The other day, a friend quoted Newton’s third law, and it hit me. Not only does this happen in physics, but it also happens in business, specifically when there is bad customer service or a bad customer experience (CX).
Totango
MARCH 15, 2022
Efforts to scale customer success team activity often fall short because of failure to avoid common mistakes. Your human resources practices, your project management procedures and your technology strategy all need to come together in order for you to scale up without overextending yourself. Mistakes in any of these areas can ripple throughout your organization and doom your efforts to failure.
Bill Quiseng
MARCH 14, 2022
Good customer service means you answered all your customers’ questions. It means you resolved your service problems. Good customer service means you efficiently processed your customers’ waiting lines. It’s all about you. Great customer service means that one of your customers felt you had all his questions answered. It means that a customer felt you had all his problems resolved.
Conversation Agent
MARCH 15, 2022
“The limits of my language mean the limits of my world,” said Ludwig Wittgenstein. Most people prefer the use of known and simple words, to cover a lot of ground. Yet when we learn more words, we expand not just our verbal tool set, but also our mind and thinking. Yes, too many words can complicate things, but too few can get you stuck. Too few words limit your ability to tell a story.
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.
Fonolo
MARCH 17, 2022
At first glance, a call center manager job may seem easy compared to the agents they oversee. After all, they are not the ones who have to navigate call center software, ensure customer satisfaction, and take all the phone calls. But strong call center management is essential in managing call center operations, quality monitoring, and employee engagement — among a long list of tasks that ensure the center meets its day-to-day goals.
The DiJulius Group
MARCH 15, 2022
Starbucks Barista Potentially Saves a Life by Being Present in the Moment Thankfully, a Starbucks employee was paying attention and recognized a potentially dangerous situation occurring in her Texas café. A young teenager was doing homework and a peculiar man approached her and started talking to her. It didn’t look right to the Barista, so. Read Full Article.
Zendesk
MARCH 16, 2022
Not all sales are created equal. Depending on the products, region, and size of a company, a business may require sales experts with different specialties. In 2021, Americans spent nearly $487 billion on technological products and services (a 7.5 percent increase from the previous year)—they’re expected to spend even more in 2022. With the tech industry expanding exponentially, sales companies are on the hunt for tech-savvy, down-to-earth sales representatives who know what it takes to explain b
Execs In The Know
MARCH 14, 2022
Explore emerging ways to create candidate interest & employee retention with Rick Zayas , COPC VP , in a pre-conference workshop at Execs In The Know’s Customer Response Summit (CSR) in Clearwater, Florida, on March 28, 2022. Key drivers affecting labor markets. Best practices & approaches to reinvent labor policies. Managing/leveraging outsourced service providers.
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?
Hodusoft
MARCH 17, 2022
Top Benefits of Auto Dialer software You Should Know in 2022. The global auto dialer software market is expected to reach $6.6 million by 2026. Auto dialer software market growth is driven by the significant rise in the number of call centers combined with improvements in business productivity standards. Additionally, automation across various industries and a growing demand for cloud-based dialing software to improve sales and enhance customer relationships are propelling the demand for auto di
TeamSupport
MARCH 17, 2022
Training new hires on the fly isn’t easy and yet it’s quite common. When a support team is missing hands, chances are that new support agents will be hitting the tickets with precious little preparation. Needless to say, this can quickly lead to problems with customers. When a customer chats in with a new or particularly green support agent, the team member might provide wrong information or generally make some mistakes.
Help Scout
MARCH 18, 2022
Want to declutter your sales and support inboxes and drive more revenue? Explore these nine email collaboration software platforms for 2022.
Execs In The Know
MARCH 14, 2022
As we move into 2022, contact centers are facing unique challenges that include both tactical and strategic decision making. The tactical decisions pertain to specific needs or technology applications, such as how many agents to hire or what use cases your chatbots will be built around. Contact center leaders must also be thinking about strategic decisions, such as how the contact center is going to evolve or what CX will need to look like in 2022.
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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
Logicalware
MARCH 14, 2022
Is your IVR creating the right first impression of your business? Interactive Voice Response (IVR) systems have been used in contact centres for decades. Anyone who has ever called a company for sales or support has probably heard the message: “Hi, thank you for calling [company name]. To speak with a sales representative, press 1. If you want to connect with a customer support agent, press 2”.
Fonolo
MARCH 15, 2022
After coming out of a very change-heavy two years, an anticipated trend for call centers in 2022 is an increased focus on workforce management. With remote work becoming a permanent fixture of the contact center industry, proper staffing and scheduling is trickier than ever. Keeping tabs on agents in many different locations is no easy task, let alone ensuring that the right number of staff are scheduled to work at the right times.
Beyond Philosophy
MARCH 17, 2022
People ask me a lot if there is a difference between experiences and creating customer loyalty when you are a business-to-business (B2B) organization as opposed to a business-to-customer (B2C) one. The short answer is there isn’t. The long answer is the following newsletter inspired by a recent podcast and a business pickle by one of our listeners. Here’s what Gad’s pickle is: Hello.
Help Scout
MARCH 18, 2022
We’ve put together a list of 18 higher education email templates you can set up as saved replies to answer common student questions.
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
Comm100
MARCH 14, 2022
Public customer service expectations are higher than ever before. As the private sector has adopted digital channels and technologies to improve customer experience (CX) and satisfaction, the public sector has begun to fall behind. In the US, the top-performing private sector boasts an 8.3 out of 10 customer satisfaction score. In US government, this score languishes at 4.5.
ClientSuccess
MARCH 16, 2022
While onboarding a new customer should be an exciting time for both customer and vendor teams, one wrong move can send things spiraling in the wrong direction. After the sales cycle, which can often be drawn-out, chaotic, and intense for both sides, onboarding is the first real chance a new vendor has to make an excellent first impression with a customer and set the stage for what the partnership will genuinely look like moving forward.
MyCustomer Experience
MARCH 17, 2022
TPeople ask me a lot if there is a difference between experiences and creating customer loyalty when you are a business-to-business (B2B). 17th Mar 2022. By Colin Shaw Founder & CEO.
Provide Support
MARCH 15, 2022
The post How to Provide Educational Customer Experience appeared first on Provide Support Blog.
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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