CX Accelerator

MARCH 16, 2020

Written by Jeremy Watkin and Community Dear contact center agent: What if I told you that if you come to work for us you can do the exact same job as you’re doing now but we’ll instead call you a customer service hero, guru, rockstar, or ninja? Are you sold? In all seriousness, I recently had a conversation with someone who voiced their disdain for the term “agent” when referring to a customer service or contact center professional.

Contact Center 228

Contact Center Reference Communication Customer Service 228

GetFeedback

MARCH 15, 2020

How companies can show empathy and deliver meaningful customer experience needed during a global crisis.

Customer Experience 433

Customer Experience Customers Article 433

Customer Bliss

MARCH 18, 2020

In this time of Coronavirus…let goodness prevail, instead of fear. Let kindness and grace be our first instinct. Let trust and respect become translated now into our business lives. These will lead to every kind of prosperity on the other side of this pandemic. Growth through admirable acts will define companies and people now. I was struck by this beautiful gesture of humanity in the Italian city of Siena.

Financial 215

Financial Healthcare E-support Hospitality 215

Beyond Philosophy

MARCH 19, 2020

We encourage clients to research their customers all the time. Late last year, we decided to take our advice and study our customers and prospective customers, and well, anyone. Some of the research told us what we expected to hear, but some of the revelations might surprise you. We talked about this research in a recent podcast. You All Want Growth.

Net Promoter Score 191

Net Promoter Score ROI Customer Experience Professionals Return on Investment 191

Advertisement

Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.

2024

CX Accelerator

MARCH 16, 2020

Written by Jeremy Watkin and Community Dear contact center agent: What if I told you that if you come to work for us you can do the exact same job as you’re doing now but we’ll instead call you a customer service hero, guru, rockstar, or ninja? Are you sold? In all seriousness, I recently had a conversation with someone who voiced their disdain for the term “agent” when referring to a customer service or contact center professional.

Contact Center 182

Contact Center Reference Communication Customer Service 182

Customer Bliss

MARCH 18, 2020

In this time of Coronavirus…let goodness prevail, instead of fear. Let kindness and grace be our first instinct. Let trust and respect become translated now into our business lives. These will lead to every kind of prosperity on the other side of this pandemic. Growth through admirable acts will define companies and people now. I was struck by this beautiful gesture of humanity in the Italian city of Siena.

Financial 130

Financial Healthcare E-support Hospitality 130

Beyond Philosophy

MARCH 20, 2020

People are way more afraid of shark attacks than we should be. The reason we are is the same reason branding works for your organization to attract customers. However, before we get to that, consider the following statistic. Since the year 1580, aka the year we started charting shark attacks, there have been a little over 2,000 shark attacks, of which 471 were fatal.

Marketing 171

Marketing Consulting Financial Social Media 171

Experience Investigators by 360Connext

MARCH 17, 2020

We are faced with unprecedented challenges. Not just our organizations, but our whole world. We toss around terms like social distancing and pandemic in ways we couldn’t have imagined a few short weeks or even days ago. We are in this together, as we struggle with the challenges of COVID-19 and how this coronavirus has redefined our work, our goals, our challenges and our daily lives.

Customer Experience 178

Customer Experience E-support Customer Journey Mapping Webinar 178

GetFeedback

MARCH 17, 2020

How to measure customer loyalty across your customer experience program.

Loyalty 195

Loyalty Metrics Measurement Customers 195

Advertisement

Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

Voice of Customer

Heart of the Customer

MARCH 18, 2020

We’ve been in customer experience quite a while now. To paraphrase Liam Neeson – we have a very particular set of skills, skills we have acquired over very long careers. And we’d like to use what we know to help you help your customers when so much is out of your control. Below are five […]. The post 5 virus-related CX tips you need TODAY appeared first on Heart of the Customer.

Customer Experience 145

Customer Experience Customers Customer Relationships Customer Journey 145

Alida

MARCH 20, 2020

New COVID-19 Survey Template and Unlimited Use of Ad-hoc Surveys to Employees for All Customers for 90 Days.

Customers 204

Customers Engagement 204

TechSee

MARCH 17, 2020

In today’s customer-centric and highly competitive marketplace, field service organizations must meet the growing expectations for shorter waiting times, quicker resolutions, and better overall customer experience. Failure to achieve a first time fix means more downtime for the customer, another tech dispatch and lower satisfaction ratings. Technicians are therefore expected to arrive fully prepared, armed with knowledge about the history of the problem and any previous work on done on site, as

Customer Centricity 109

Customer Centricity Download Books Innovation 109

GetFeedback

MARCH 15, 2020

How companies can show empathy and deliver meaningful customer experience needed during a global crisis.

Customer Experience 195

Customer Experience Customers Article 195

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? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

Customer Experience

Wootric

MARCH 15, 2020

Financial markets are sliding, a pandemic is spreading around the world, schools are closing, businesses are moving to remote work if they can, and every company is scrambling to respond to quickly changing circumstances. Planned investments that were intended to drive growth — like hiring, media spend and software purchases — are being reevaluated as business leaders are forced to triage what they need to do to weather the storm.

E Commerce 125

E Commerce E-support Chief Customer Officer Loyalty 125

UJET

MARCH 17, 2020

A strong customer support team is integral to the success of any business. But a strong team doesn’t need to be in the same office to ensure success. The rise of remote work has proven that employees can be as, or more, efficient in their work outside of the office. But even with a dispersed team, managers and supervisors can ensure that agents are providing the expected high-quality support to maintain positive customer experiences.

Management 121

Management Communication Contact Center Customer Satisfaction 121

Kerry Bodine

MARCH 18, 2020

Hoo boy. It’s crazy out there. But you — yes, YOU — have an amazing opportunity to support both your fellow humans and the organization you work for. You have an opportunity to make changes to your offerings and your customer experience today that will: Support your customers’ wildly changing needs and expectations, Drive crucial revenue in the short term, and.

Customer Experience 116

Customer Experience Airlines Insurance Travel 116

GetFeedback

MARCH 17, 2020

The top CX metrics—NPS, CSAT and CES—and how to use them successfully.

Metrics 221

Metrics Customer Experience NPS Customers 221

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.

Customer Insights

CX University

MARCH 18, 2020

With all the office buildings and school closures resulting from COVID-19, many businesses are transitioning from traditional to distributed office spaces. Workflows, and more importantly, relationships, may need to be managed differently to maintain productivity and exemplary customer service. The symbiotic link between employee engagement and customer experience is not new or questioned.

2019 110

2019 Engagement Communication Interaction 110

ShepHyken

MARCH 17, 2020

Customer Value is Company Value. How to Drive Value and Become Customer-Focused. Shep Hyken interviews Rob Markey , a leader of Customer Strategy and Marketing at Bain & Company. They discuss four strategies companies can use to achieve consistent and sustained growth in customer value, NPS (Net Promoter Score), customer feedback and company culture.

Net Promoter Score 112

Net Promoter Score NPS Loyalty Culture 112

Interactions

MARCH 19, 2020

As the coronavirus pandemic sweeps the nation and the rest of the world, businesses are forced to make tough decisions. We’ve seen travel bans, the cancellation of public events, and work-from-home mandates. Businesses across industries are trying their best to keep their employees and customers calm, safe, and productive during these testing times. .

Customer Service 96

Customer Service Contact Center Travel Airlines 96

ProProfs Chat

MARCH 18, 2020

This is the worst restaurant I’ve been to in my entire life! That website is so annoyingly slow. Don’t even waste your time trying to read something there. I really hope that nobody will ever buy this software again. This interface is so frustrating! When you read these, it doesn’t seem too difficult to estimate customers’ satisfaction level, right?

Customer Satisfaction 96

Customer Satisfaction Measurement Net Promoter Score Social Media 96

Advertisement

The annual Cognition virtual conference is back on October 16, and this year it’s FREE! You’ll enjoy: Inspiring Keynotes from top learning industry leaders, providing fresh perspectives to help you outperform the competition. Hands-on, Skill-Building Sessions to elevate your growth, retention, and product adoption strategies. Exclusive First Look at the latest innovations from Thought Industries, empowering you with tools to grow faster.

2024

Alida

MARCH 17, 2020

In today’s world, seamless user experience (UX) is fundamental to driving online conversions and maintaining customer loyalty.

User Experience 130

User Experience Loyalty Innovation Customers 130

Talkdesk

MARCH 17, 2020

Continuously improving the customer journey in order to achieve the perfect customer experience (CX) is the Everest of the CX-obsessed. Historically, contact center customization — whether that’s changing the agent interface, building custom dashboards or integrating systems for improved context or process automations — has been a hassle. This is largely due to complex and inflexible tools that are difficult to customize and require IT resources, developers or professional services to build and

Contact Center 94

Contact Center Tourism Travel Call Center 94

GetFeedback

MARCH 17, 2020

So messen Sie die Kundentreue in Ihrem Customer-Experience-Programm.

Customer Experience 150

Customer Experience Customers Article 150

ProProfs Chat

MARCH 20, 2020

Imagine having new website visitors regularly who are really interested in your services. They seem to love your website and convert a lot. . Also, they provide awesome feedback. . So, at first glance, you’re pretty happy with the performance of your business. But in spite of that, you realize that somehow you haven’t managed to generate satisfying profits.

Financial 91

Financial Customers Sales Social Media 91

Advertisement

Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.

White Paper