Harness Service Agent Feedback to Successfully Reopen Your Business
GetFeedback
SEPTEMBER 30, 2020
Totango
OCTOBER 1, 2020
Dynamic customer engagement is key to building strong relationships with your customers. Customer engagement connects your customers with your company, through both personal and digital communications. By maximizing this communication , you can strengthen your customer relationship and increase customer loyalty. Executing the right type of customer engagement for the right type of customer means you can demonstrate value quickly and promote lasting growth that benefits both your customer and you
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Strikedeck
OCTOBER 1, 2020
Kristen gives practical advice on ways to build a stronger program with your product team.
Interactions
OCTOBER 1, 2020
The ROI of CX . Many companies claim to be customer-centric. But, to be truly obsessed with your customers, companies must take the leap and tie financial performance to CX. This type of mindset encompasses everything from how a company allocates resources, the strategic initiatives they take on, and the technology that they evaluate and deploy. . Customer-driven innovation is the most important type of innovation for a company, and it can also be the most lucrative.
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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.
GetFeedback
SEPTEMBER 27, 2020
A look into the new-normal customer and how to meet their evolving expectations.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Beyond Philosophy
OCTOBER 1, 2020
When we try to forecast our preferences going forward, we often get it wrong. It’s a bias we all share called Naïve Diversification Bias. It happens a lot when we are making decisions now about some form of future consumption, and it can lead to feelings of dissatisfaction with our purchases. Naïve Diversification bias happens a lot at the supermarket.
Experience Investigators by 360Connext
SEPTEMBER 29, 2020
“I Know Customer Experience is Important, But…” When I speak to groups or host our webinar series, the Weekly Win , I hear one thing over and over again. “I get it. Customer experience is important. BUT… my business is… B2B. Healthcare. Professional Services. Manufacturing. …So we can’t really do this or think about it in the ways you want us to.” I understand.
GetFeedback
SEPTEMBER 28, 2020
Learn how to build customer service surveys and create an exceptional customer experience that will help your business thrive.
Eptica
OCTOBER 2, 2020
Date: Friday, October 2, 2020 Author: Pauline Ashenden - Demand Generation Manager Key to profitability - how UK customer experience is changing over the long-term. Published on: October 02, 2020. Author: Pauline Ashenden - Demand Generation Manager While customer service and contact centres have been dramatically impacted by the pandemic, longer-term trends are also reshaping the industry based on changes in customer demand and how companies operate.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
Totango
OCTOBER 2, 2020
The unpredictability of an economic downturn, such as the continuing COVID-19 pandemic, can introduce uncertainty into the relationship between you and your customer. Sudden and unexpected external forces beyond the control of either of you can also lead to unanticipated customer behavior. During difficult times, it is especially important to understand what is going on inside your customer’s mind, as well as what is going on inside their business.
ShepHyken
SEPTEMBER 30, 2020
It’s my favorite time of year… the leaves change from green to gold to red, there’s a chill in the air and the holidays are right around the corner. And of course, one of my favorite “holidays” is National Customer Service Week , which happens the first full week of October each year. This year it’s October 5-9. Traditionally, Customer Service Week has been the time to highlight and celebrate the great work employees do to take care of their customers.
Beyond Philosophy
SEPTEMBER 26, 2020
How Well Do You Know What You Really Want? Have you ever bought a book you thought you should read and then didn’t read it? Did you ever buy a variety of yogurt flavors and then throw out some of them after they expired because you never wanted that flavor when it was time to eat yogurt? We do these things because we often overestimate how much variety we want in the future.
Bold360
OCTOBER 2, 2020
Every customer expects fast and accurate service. But too often customers who contact a business are put in a queue where they must “wait for the next available agent.” If the customer’s issue can’t be resolved by the first available agent, the service team transfers the customer around like a hot potato until the “right” agent can be found to mercifully resolve the issue.
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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
BirdEye
OCTOBER 2, 2020
“Your brand name is only as good as your reputation.” – Richard Branson. Think about some of the great brands that you know and trust. Whether it’s Nike, Coca-Cola, or Apple, customers all over the world know that these companies have a reputation for quality. But you don’t need to spend millions of dollars on Super Bowl ads to get a great reputation and grow business.
CX Workout - Ideas Blog
SEPTEMBER 29, 2020
What we Ask (and What it Means). Simon Sinek taught us all the value of entering into a challenge by answering the “Why” question in his brilliant Ted Talk: “ Start with Why.”. But not everybody instinctively starts with why. Different personalities prefer different questions. Ideators start with “Why.” Why is this relevant? Why should I care? Why did it happen?
Doing CX Right
SEPTEMBER 27, 2020
Leadership article originally published in Forbes, Sept 2020. Happy employees fuel happy customers. This statement may sound strange but it is true and dependent on great leadership. They go hand in hand. When employees feel included, valued, and appreciated, they often go above and beyond to deliver excellence. A common question is how can leaders create a customer-centric culture with engaged, motivated employees?
One Millimeter Mindset
SEPTEMBER 29, 2020
How do yesterday’s professional competencies meet today’s and tomorrow’s client needs? Something shifted during the pandemic. Did you feel it? Because yesterday’s professional competencies are table stakes for meeting today’s and tomorrow’s client needs. Actually, they have been for quite a while. From your perspective, how you learned to do things, yesterday, remains the crux of how you and your teams deliver solutions to clients.
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.
Team Support
SEPTEMBER 29, 2020
In November of this year, CIO Review will feature TeamSupport as a Top 20 CRM Solution. They sat down with TeamSupport co-founder and COO Eric Harrington to talk about customer support in the time of COVID and building strong customer relationships. CIO Review: In your interactions with customers, what sense do you get of the challenges they face now in the CRM space and how is TeamSupport?
Kustomer
OCTOBER 2, 2020
Optimal customer service is a must for companies that want a stellar reputation that keeps business flowing. In fact, according to our own research , 79% of consumers say customer service is extremely important when deciding where to shop, so delivering on consumer expectations has never been more important. Retailers need to tailor the way they interact with consumers in a way that exceeds their expectations in an effort to not only maintain their business, but also to gain customer loyalty.
Zeisler Consulting
OCTOBER 1, 2020
I once had a mentor whose cubicle walls were covered in certificates and evidence of completion of training and qualification. People considered him a bit of an egotist and obsessed with certifications. Credentialism is a thing, after all. But I asked him once about all his accreditations. He said, “Some people say, ‘Sure, well you’re just good at taking tests,’ and I say, ‘Yea, I am, I guess.
One Millimeter Mindset
OCTOBER 1, 2020
Well, it’s Fourth Quarter 2020. Hard to believe, eh? What a roller coaster of a year 2020 has been thus far. And the most pressing question I’m hearing from so many of you is “How will the pandemic impact my professional trajectory?” Especially when you feel as though you’ve been on an extended work-from-home vacation since March. Even though you are juggling all sorts of personal and professional tasks and strategies as you move forward.
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The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?
Customer Enthusiast
SEPTEMBER 29, 2020
Imagine paying $216 per year for the privilege of receiving your monthly invoice at the correct address. In order to change the billing address on his account, CenturyLink chat reps led one customer on a 68-minute odyssey that would involve four reps, three hand-offs (including the dreaded escalation to a supervisor), multiple requests for repeat […].
Kustomer
SEPTEMBER 29, 2020
While at times 2020 can feel like a real-life “Black Mirror” episode, it did force many CX teams to transform at lightspeed, re-evaluating how they got their work done and what a successful customer service interaction looked like. According to research conducted by Kustomer in April 2020, 79% of customer service organizations reported that COVID-19 had impacted them significantly.
SurveySparrow
SEPTEMBER 26, 2020
You would think that the best sales strategy for a good sales team is to get people talking. If only you could contact your lead, you could convert them. However, a lot depends on how primed a customer is to be converted. The talk-first strategy often leads to inefficient sales. Thankfully, there is an easy way to increase efficiency and supercharge your sales: a pre-sales questionnaire. .
ShepHyken
SEPTEMBER 28, 2020
Each week I read a number of 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. CX50 2020: Great customer experience starts with company culture by Morag Cuddeford-Jones. (MarketingWeek) At our exclusive roundtable featuring members of 2020’s CX50, the consensus was that taking care of employees has helped take care of customers in this time of c
Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group
As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX
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