Wed.May 31, 2023

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Why employee experience is the missing link in Europe’s CX plans

eglobalis

Why employee experience is the missing link in Europe's CX plans The post Why employee experience is the missing link in Europe’s CX plans appeared first on Eglobalis.

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Service Level Agreement Compliance: How to Track Your SLAs

CSAT.AI

Service Level Agreements (SLAs) are a necessary part of the business-customer relationship. They need to be created with both your company’s unique needs and the needs of your customers. However, there is little point in going through the trouble of creating these agreements if they aren’t adhered to. The right tools track your service level agreement compliance and evolve your SLAs.

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Products in focus: Performance Management

Logicalware

Performance analysis is part and parcel of a contact centre’s continuous evolution. The ability to highlight areas of improvement for agents, identify patterns and connect the dots between customer feedback and agents’ delivery is pivotal to improving a contact centre’s support strategy. But finding ways to collect insight and get a clear view of your team’s performance requires both ample time, as well as the correct tools.

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From Transactions to Relationships: How to Perfect Omnichannel Customer Experiences

Qmatic

Experience matters in the world of retail banking. Those that can deliver a seamless and consistent omnichannel customer experience report higher recommendation rates, a higher share of deposits, and a greater likelihood of increasing their portfolio of new products and services.

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The State of Customer Experience 2023 Report: Part 2

JUST RELEASED! The Northridge Group’s State of CX 2023 Part II research report reveals that nearly half of consumers surveyed had knowingly spoken to a customer service associate working from home—and almost 75% of those respondents felt the associate's location did not impact the service or experience. So why do more than ⅓ of business leaders want contact center associates back in the office?

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5 Marketing Strategies to Increase Enrollment (without blowing the budget)

Comm100

The competition for higher education students has potentially never been harder than it is today. Since 2017, postsecondary enrollment in the US has fallen by 9%. Worse yet, it doesn’t look like this trend is set to change any time soon. To tackle this competitive landscape, colleges and universities can’t rely on their current strategies to attract students.

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CX job of the week: Switchee

MyCustomer Experience

Looking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job.

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