Sat.Sep 24, 2022 - Fri.Sep 30, 2022

Tailor customer experiences with artificial intelligence

Callminer

Artificial intelligence is a powerful tool for understanding and improving customer experiences. Read on to learn our suggested methods for incorporating this technology into your contact center

40+ Examples of Feedback Survey Questions

Zonka Feedback

The most efficient way to measure customer satisfaction and understand your customers better is through a feedback survey. However, when creating feedback surveys, several factors play a crucial role in writing the survey questionnaire.

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How Often Should You Seek Customer Feedback

MyCustomer Experience

Outstanding customer experience (CX) begins with knowing what customers need and want – as well as their habits, preferences and. 27th Sep 2022. By Francis Beard

CX 52

How to Deal with Negative Coworkers

The Belding Group

It's a beautiful day, you like your job, you've got a good boss, and the universe is unfolding as it should. The next thing you know, that negative coworker of yours walks in with that black cloud over their head, and sucks the life right out of you. They are the poster children for bad attitude.

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The State of Customer Experience 2023 Research Report

The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone! Download the new report for more CX insights.

10 tips for combining the ‘human’ and ‘technology’ elements of your quality monitoring process

Callminer

Read on for our list of tips to automate your quality monitoring process

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Posters on the Walls

Shep Hyken

I’ve been working with an amazing client. We have helped the client create a customer experience vision and define five behaviors everyone must exhibit to bring the vision to life. This makes me very proud of the work we do. . Communication is one reason that their vision is coming to life.

How to deal with the Idea-Trashing Coworker

The Belding Group

Idea-trashing coworkers from Hell. They rarely have positive things to contribute, preferring instead to tell you why things are Bad Ideas or why they won't work. They aren't fun to work with. Shaun Belding | www.shaunbelding.com. Winning with Coworkers

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The Future of Customer Experience in Banking in 2023

Lumoa

By now, the importance of delivering a superb customer experience in banking is crystal clear. It’s estimated that financial brands that deliver a better customer experience (CX) receive twice as many recommendations.

Why homegrown tools won’t cut it for scaling customer success programs

Totango

Over the past 15 years, we have seen dramatic—even seismic—changes in technology. Whether it’s opening a bank account from the comfort of your couch, navigating an unfamiliar city, or building new relationships, we’re increasingly turning to technology to solve challenges in our personal lives.

CCO + CMO: A Winning Partnership for Accelerated CX Growth

Find out how collaboration between a CMO and CCO can enhance the customer experience and drive business growth in this new ebook.

WHERE HAVE ALL THE WORKERS GONE, AND HOW CAN I ATTRACT AND KEEP THEM?

The DiJulius Group

This is probably the most frequent question I have heard business leaders ask over the past two years: Where have all the workers gone, and how can I attract and keep them? Nearly every industry is struggling with finding enough workers to run fully staffed.

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How to Write an After-Call Survey Script

Fonolo

Every call center knows customer feedback is precious. That’s why we invest staff, time, and technology budgets into call center software and organic outreach to learn how customers feel about the service they receive.

Do Your Live Chat Agents Measure Up? The 9 Best Key Performance Indicators and How To Use Them

Comm100

Looking to improve your customer service? Before you begin making changes to your service delivery and your staffing practices, it’s important to understand how your organization compares against industry.

Do You Measure These Customer Success Metrics?

CSAT.AI

As we’ve stated CSAT and NPS are two often talked about (and argued about) metrics. Let’s go deeper into a few more customer success metrics. The following KPIs help you plan your strategy and monitor your revenue and costs of customer success. Customer Health Score (CHS).

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Three Methods to Close the Loop with Customers

Customer Think

Maintain Relevance to Your Customers with These Frameworks In uncertain economic times, smart business leaders know that the path to loyalty and retention is paved with CX.

How to Celebrate Customer Service Week 2022 (3 Steps)

Myra Golden Media

Download agenda, themes, certificates and more here! Are you still trying to figure out how to celebrate Customer Service Week? After the year and a half your team has pulled your company through, don’t let National Customer Service Week pass without an epic celebration of your front line!

Co-Browsing: Pros and Cons of Collaborative Browsing

SupportYourApp

Rapid development of online commerce and growing competition in the market of digital technologies motivates

Amazing Business Radio: Mita Bedi

Shep Hyken

Customer Delight as a Survival Strategy. How Customer Experience Can Save Businesses in the Current Economy. Shep Hyken interviews Mita Bedi, CEO and Co-founder of Resonate Solutions , a customer experience management platform.

Customer Preferences: How Community Can Deliver a Simplified Experience

Your customers want a simplified customer experience. Make sure you give it to them with community. Download the whitepaper to learn more!

Retail Customer Experience Survey Template

Customer Think

When it comes down to it, so much of the retail business is about trying to read minds. To make your business thrive, you need to give customers what they want, but figuring out what they want isn’t easy. Sure, there are resources you can use like market data to see what customers seem to […].

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How Artificial Intelligence Is Transforming CX

DMG Consulting

How Artificial Intelligence Is Transforming CX. September, 2022 By Donna Fluss. View this article on the publisher’s website. Artificial intelligence (AI) is driving a great wave of contact center system and application overhauls and upgrades.

National Customer Service Week 2022!

Myra Golden Media

When was the last time you celebrated something? Whether it was recently or too long ago, prepare yourself because this is for you: National Customer Service Week!

CCXP Exam Joys, Struggles & Rewards

ClearAction

CCXP Exam Joys, Struggles & Rewards Lynn Hunsaker. CCXP exam (Customer Experience Professional Certification) competencies are a guide to highly profitable customer experience management.

VOC 62

Leveraging Data Analytics to Optimize the Customer Experience

Speaker: Nathan Hart, Mary Kane & Imran Mohammed

Join The Northridge Group for an exploration into how a data-driven root cause analysis of Contact Center First Contact Resolution (FCR) issues can lead to actionable insights to resolve FCR problems, improve Customer Experience, and reduce costs!

Culture: What’s the Board’s Role?

Customer Think

I originally wrote today’s post for CMSWire. It appeared on their site on June 21, 2022. Culture is such an important part of your business. It really is the foundation. It’s best defined as core values + behaviors, and it’s often referred to as how. Blog Employee Engagement Leadership

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Announcing our new guide ‘Unlocking Customer Engagement: Drive Action With In-Product Messaging’

Inside Intercom

It’s no secret that businesses today are feeling the financial squeeze. As costs and competition continue to rise, companies need to hone in on activating, engaging, and retaining their customers while minimizing their overheads. Luckily, we’ve launched a new guide to help you achieve just that.

20 Easy Ways To Celebrate CX Day and Customer Service Week

Doing CX Right

What is CX day and Customer Service week all about? Learn The Who, What, Why, and How to celebrate the global event, plus keep the momentum going. The post 20 Easy Ways To Celebrate CX Day and Customer Service Week appeared first on Doing CX Right.

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5 Top Customer Service Articles of the Week 9-26-2022

Shep Hyken

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 15 Qualities You Need To Get A Good Customer Service Job by James Spillane.

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A Strategic Guide to Community Gamification

Does creating engaged customers and impacting CS objectives sound interesting? Learn more about how gamification can help your customer success team in our free eBook.