2020

10 Ways to Listen to Customers Without Surveys

CX Accelerator

Author: Jeremy Watkin. Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.”

CX 291

Supercharge Your Agent Workforce With These 8 Bots

Uniphore

Every action a business takes is now seen through the lens of the coronavirus pandemic. Business processes and workforce management considerations that were unthinkable a few short months ago, contact center leaders are revisiting. Call centers have become frontline workers in the wake of COVID-19.

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Trending Sources

The Fusing of AI & Automation with Human Judgment in Call Center Success

Callminer

See the way users and AI mesh to complete tasks in order for AI to deliver the fullest benefits to employees, organizations, and the customers they serve

AI 307

Saintly Customer Service in a Survey World

Navedas

I called AAA to get a car towed last month, the subcontractor who moved the car was fantastic – everything that I could possibly want in a tow-truck driver on what was (obviously) a bad day. After he had backed the car into my narrow.

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.

Reviews Completed on Your Phone Are More Emotional

Beyond Philosophy

How we share information is affected by the medium that we use to communicate it. We can see this concept manifest in customer reviews and advertising response behavior.

More Trending

The Importance of Context in Customer Service

Customer Service Life

Facemasks, safety signs, and hand sanitizers won’t keep your customers

Bill Quiseng

Facemasks, door signs, floor decals, partitions, and hand sanitizers won’t keep your customers. Such safety protocols in response to the pandemic are expected from your customers.

CX Journey™ Musings: Are Pre-Mortems and Post-Mortems Part of Your Work Plan?

Futurelab

Over the years, I’ve written a lot of posts about change and change management. In a post I wrote earlier this year about change and some of the learnings and takeaways from the pandemic and the business crisis that created, I noted that that we had/have a lot to learn.

CX 207

5 Great Customer Experience Automation Cases

Lumoa

Within customer experience management there are many manual and repetitive activities that have the potential to be automated. We'll explain why you should automate activities within customer experience management, and we share real-life cases of customer experience automation.

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.

B2B Customer Experience Best Practices

Craig James

B2B 141

The 11 Tracks on our CX Playlist

CX Accelerator

Collected and written by your CX DJ, Jeremy Watkin. ,, In the #CXQOTD for Friday, October 16 we challenged our community to come up with a CX playlist. The question was, “What song sums up your aspirations as a CX leader?”. Let’s look at what the CX Accelerator community came up with.

CX 247

How To Make Your IVR Not Suck

Uniphore

Almost every third person in the world uses a smartphone. As users’ adoption continues to grow, regular voice calls will come to be seen as quaint. With the rise of conversational AI, consumers have come to expect even more from interactive voice systems. Read More. Jacada Blog

AI 182

The Fusing of AI & Automation with Human Judgment in Call Center Success

Callminer

AI 307

December CMI Placeholder

Mailchimp, VitalSource and monday.com Supporting Students And Small Businesses During Coronavirus

Navedas

We have all been tossed about by the current crisis having to make hard choices and swift changes. Here are a few companies giving support during the coronavirus economic fallout.

Customer Experience Indexes: Modern Thinking

ClearAction

Customer Experience Indexes: Modern Thinking Lynn Hunsaker. Why are customer experience indexes powerful? To paint a concise picture of growth strength. An index is like an executive summary of your voice of the customer research. It says: overall, our propensity to grow is increasing or decreasing.

Customer Journey Maps: The Top 10 Requirements

Heart of the Customer

On Being an Accountable Customer Service Leader

Customer Service Life

Image by Daniel Reche from Pixabay. I recently wrote an article about a new quality process where I coached my team without showing them a score. So far it’s going great and the team has been receptive to the coaching.

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!

How To Improve Customer Success Manager Status Updates

TSIA Customer Success

If you’ve led a Customer Success team, then you’ve seen your share of meaningless Customer Success Manager (CSM) updates. You want the latest intelligence and information, but you don’t want a lot of useless information that creates additional work for you, the CSM, or the custome

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195

Adopting AI Responsibly to Prevent Risks to Your Brand and Customer Experience

eglobalis

Adopting AI Responsibly to Prevent Risks to Your Brand and Customer Experience , employee experience , artificial intelligence , ethics , customer centricity. The post Adopting AI Responsibly to Prevent Risks to Your Brand and Customer Experience appeared first on Eglobalis.

AI 133

How to Prioritize Customer Experience Initiatives

Lumoa

We share best practices on how to prioritize customer experience initiatives. Due to limitations in resources, organizations have to prioritize which initiatives to spend their money on.

Customer service means having fun!

Shaun Belding

Customer Service & Having Fun Customer service is all about how well we are able to connect with our customers.To boil it down to its essence -do your customers like you? It’s more important than you may think.

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!

How Have your Customers’ and Employees Expectations Changed?

CX Accelerator

Written by Nick Glimsdahl. We find ourselves in unprecedented – certainly, the word of the year – times. While America and the globe continues to #stayhome for the health of our fellow man and woman, we all would do well to reflect on and capture lessons learned.

CX 237

How To Create a Seamless Brand Experience

Uniphore

It’s become clear that the contact center needs to offer customers a better experience. Customer expectations for help and support have increased dramatically, Gartner noted in 2019. And it didn't matter what industry -- expectations were high across the board.

25 Experts Reveal the Top Things Customer Self-Service Systems Do to Hurt Customer Experience

Callminer

Read this blog to learn what can go wrong with self-service systems and how these issues can hinder the customer experience

5 Strategies for CX Excellence

PeopleMetrics

After writing my book, Listen or Die , which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful of strategies that provide the biggest impact or provide the most insight on driving CX excellence?". Here they are!

CX 129

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.