BirdEye
JULY 24, 2023
Barclays has shown that 85% of small and medium-sized businesses say online customer feedback has benefited them. Further, Barclay estimates that optimizing for the feedback economy could yield a $3.2 billion opportunity in the next decade in the UK alone. All these prove why businesses need to focus more on customer feedback analysis to unlock more opportunities.
TechSee
JULY 24, 2023
In the contact center world, hold time is often seen as a negative thing. Agents want to get customers off hold as quickly as possible, and customers want to be able to speak to an agent right away. However, what if hold time could be turned into a positive thing? What if hold time could be used to improve the customer experience and even help to resolve issues more quickly?
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Thematic
JULY 24, 2023
Keen to understand the difference between qualitative vs quantitative data? There are many types of data out there! Understanding the best ways to use both qualitative and quantitative data can help you make better decisions and gain deeper insights. In this post, I’ll take a closer look at these two types of data, exploring their differences, strengths, and how they can work together to provide a comprehensive understanding of complex issues.
Beyond Philosophy
JULY 22, 2023
At first glance, authenticity appears straightforward. To be authentic, one simply needs to be genuine in their thoughts and actions. However, as is often the case with our discussions in the podcast, the subject becomes complex under scrutiny. Our motivation to discuss authenticity stems from a podcast listener’s request. They find themselves grappling with authenticity in their experience and want to know how to improve and leverage it to generate growth with their customers.
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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.
Team Support
JULY 25, 2023
As a customer support leader, you know how important it is for your customers to be serviced in a timely manner. So, your company invests in the training needed to ensure your agents know the product and can help the customer use it. You train them on understanding customer needs and how to demonstrate empathy so customers leave the interaction feeling seen and heard.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Retently
JULY 28, 2023
How do you approach customer happiness in your company? Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too? The second approach definitely sounds more complex, expensive and demanding in terms of effort.
TechSee
JULY 24, 2023
No More Hold Music If your world is the call center and customer service, every second counts. The moments customers spend on hold shouldn’t be wasted. They hold immense potential for you not only to capture crucial information but also to turn the dreaded hold time into a positive customer experience. Embracing this philosophy, TechSee’s Visual Journeys simple integration with your Interactive Voice Response (IVR) platform and Customer Relationship Management (CRM) system can revolu
Feedbackly
JULY 27, 2023
A hassle-free and low-effort experience is often one of the core expectations that customers have when dealing with a business. They prefer brands that are intuitive, ever-ready, and accessible. Exceeding such expectations help businesses stay at the forefront of the market with a strong and loyal customer base as their driving force. When measuring customer effort, CES has been a leading metric adopted by both startups and established businesses.
kommunicate
JULY 28, 2023
Last Updated on July 28, 2023 Product engagement acts as a key indicator of customer satisfaction and loyalty in any business. It shows how deeply users interact with your product, highlighting their level of interest, adoption, and ongoing value. Without tracking your product engagement, you’re essentially flying blind. As a Founder/CEO, you can’t answer the [.
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
Magellan Solutions
JULY 24, 2023
How businesses operate has been transformed by combining remote work and outsourcing. It has led to the emergence of remote work outsourcing strategies. Remote work has become famous due to technological advancements and changing work preferences. Remote work refers to working outside of a traditional office setting. Businesses have been adopting outsourcing to save costs and access specialized expertise.
Heart of the Customer
JULY 24, 2023
Partnering with Heart of the Customer, the leading customer experience consulting firm, offers numerous competitive advantages for your organization. Our team specializes in enhancing the customer journey, providing not only expert advice on best practices, but also a practical roadmap to help you achieve your financial goals and improve customer engagement.
ShepHyken
JULY 28, 2023
This week, we feature an article by Jessica Collier , VP of Growth Marketing at Assembly Software. She shares what social proof is and how it nurtures credibility, builds trust, and increases profitability. Social proof is a psychological phenomenon marketing teams can use to nurture brand credibility and trust. It is founded on a simple idea: when we are unsure what to do in a given situation, we look for clues in other people’s choices and—in many cases—will copy them.
ClearAction
JULY 28, 2023
Good Customer Experience: CX Day 2023 Lynn Hunsaker Really good customer experience grows prosperity of customers, employees, and organizations in tandem. This is the focus of CX Day 2023 ! A good customer experience team is a catalyst to foster a positive, holistic customer focus across the entire organization, one that is informed by data and designed with empathy in order to deliver win-win outcomes that help everyone achieve success.
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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.
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Magellan Solutions
JULY 24, 2023
Content writers and copywriters are expected to produce high-quality blogs, social media posts, whitepapers, and other content forms, helping businesses capture the attention of their target audience. Because companies continuously accelerate their digital transformation efforts, they rely on content creators to help them curate compelling outputs that generate leads and boost sales.
eglobalis
JULY 26, 2023
Anywhere, everywhere, all at once – integrating technology in B2B omnichannel design The post Anywhere, everywhere, all at once – integrating technology in B2B omnichannel design appeared first on Eglobalis.
ShepHyken
JULY 24, 2023
Top Takeaways: Customers have so many options and want to get the best out of the money they spend. Since there are many options for companies offering more or less the same services, customer support becomes the differentiator. It comes down to how easy it is to communicate with a business and how delightful the experience is. In the 80s, the White House commissioned the Technical Assistant Research Program to conduct a study on customer experience.
Blueshift
JULY 25, 2023
AI continues to make a significant impact in the marketing world, revolutionizing the way marketers operate and achieve their goals. Today’s modern marketers are taking advantage of AI to streamline processes, optimize strategies, and enhance customer experiences. With a wide range of use cases, AI has proven its effectiveness in various aspects of marketing, from delivering personalized recommendations to data-driven decision-making and more.
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.
Upstream Works
JULY 25, 2023
Upstream Works is excited to introduce you to our newest product offering – Upstream Works for Amazon Connect. We enhance Amazon Connect with a unified desktop, digital channel flexibility, seamless integrations and management simplicity The post 3 Ways AI Enhances Contact Center Reporting appeared first on Upstream Works.
Comm100
JULY 27, 2023
Dyslexia should be a massive consideration in education, and making learning more accessible for those suffering from the disorder should be a priority for educational institutions. According to The Yale Center for Dyslexia, this condition impacts 20% of the American population and represents 80-90% of all learning disabilities in the country. But despite its prevalence, not enough has been done within education to facilitate successful academic careers.
The DiJulius Group
JULY 24, 2023
In most businesses, the front-line employee typically gets the recognition and glory. They include Account Executives, IT Techs, Consultants, Doctors, Lawyers, and Accountants. They are also the ones who immediately see the impact they have on customers. However, for those we refer to as invisible service providers, e.g., support teams, admins, receptionists, contact center, warehouse, Read Full Article The post How Team Members Can Be Inspired To Understand the Impact They Have On Customers ap
SaleMove
JULY 28, 2023
Understand how you can match the right interaction, with the right customer, at the right time–every time they contact you. The post What If You Could Get Every Interaction “Right?” appeared first on Glia Blog | Digital Customer Service Explained.
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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?
CSM Magazine
JULY 28, 2023
Ever wondered why shopping at your favorite store just feels right? Or how that online platform seems to suggest exactly what you need? That’s the power of psychology in customer service. More and more businesses are turning to psychological principles to elevate their customer experiences to levels unheard of a decade ago. This fascinating integration of psychology into our daily transactions isn’t just about better business—it’s reshaping entire industries and influencing rec
SurveySensum
JULY 27, 2023
Do you know how Amazon suggests the products that you totally love based on what you’ve bought and browsed? — By actively gathering and analyzing customer feedback to get insight into its customer’s preferences. And Netflix? They’re the pioneer at recommending the perfect shows and movies based on your ratings and watching history. That’s also the power of understanding customer feedback and data.
Call Experts
JULY 27, 2023
A customer service call center serves as the backbone of a company’s customer service operations, providing a centralized hub where all customer inquiries, requests, and concerns are addressed efficiently and effectively. By leveraging the expertise of skilled customer service agents, businesses can elevate their customer service standards to new heights.
SurveySparrow
JULY 27, 2023
Every click, swipe, and scroll is an opportunity to leave an indelible mark on your customers’ lives. With the pace at which the digital landscape is moving, the basics of customer service are not enough anymore. It is extremely important to take a leap of faith and reimagine how you connect, engage, and delight your audience. By embracing the power of digitizing customer experience, you can revolutionize your business and carve a path to unrivaled success.
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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