NICE inContact
DECEMBER 7, 2020
To maintain your service level, what are the top metrics you should be tracking? Check out the list in our blog of top 10 metrics and KPIs to keep your customers satisfied and loyal to your brand.
Think Customers
DECEMBER 11, 2020
There’s no doubt the COVID era is reshaping the consumer goods industry, possibly forever. Consumers’ shift to digital, which had been steadily gaining momentum prior to the pandemic, has ratcheted into overdrive during this time of social distancing and stay-at-home orders. Against this backdrop, the sales cycle continue to get faster, meaning companies looking to prioritize sales acceleration have to be smart – and quick – when it comes to devising and implementing strategies to boost sales.
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Topdown
DECEMBER 7, 2020
Human communication has been a vital aspect of society since the beginning of time. Even before written languages developed, tribal societies developed an iconographic form of communication depicting their primitive versions of verbal communication. In today’s business, personal, and professional relationships, communication is the essential ingredient to creating successful and long-lasting connections.
Experience Investigators by 360Connext
DECEMBER 8, 2020
Within the natural cycles of any business, there are times that offer a chance to review, reflect and recharge. Some of the most common moments include: The end of the calendar year. The end of your fiscal year. As you wrap one quarter and prepare for the next. Before budgeting season. Any time changes demand you assess and adjust your goals, strategy, and tactics.
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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
DECEMBER 7, 2020
Customer feedback prompted changes that resulted in month-over-month revenue growth for Mylo.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Beyond Philosophy
DECEMBER 11, 2020
When I was in corporate life, my boss asked me to improve the Customer Experience and do it for the least cost. I remember thinking, “Ok. Sure, but….what is a Customer Experience?” Nobody knew back then. I defined it for myself as the mix of rational and emotional parts of an interaction with a customer, which later became my first book, Building Great Customer Experiences (Palgrave Macmillan, 2002).
BlueOcean
DECEMBER 8, 2020
This national sports association leads the US in governing and promoting one of the nation’s well-loved sports, including its annual pro championships, community involvement and coaching programs, charitable initiatives, and more. In the downloadable case study, discover how we: Pivoted to 100% remote recruiting, onboarding, and training. Launched on-time despite major challenges of the pandemic.
GetFeedback
DECEMBER 7, 2020
How to set up a closed-loop feedback program to improve the customer experience and increase customer loyalty.
Talkdesk
DECEMBER 10, 2020
We talked to almost 900 consumers and hundreds of customer experience (CX) professionals to understand the changing landscape of CX in financial services and insurance. We heard the same thing over and over: the expectations for CX have skyrocketed. . We’re calling it the CX revolution in financial services and insurance. . With this revolution comes the opportunity for companies in the industry to transform their contact centers into strategic assets.
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
The DiJulius Group
DECEMBER 9, 2020
Before I share how to make 2021 your greatest year ever, let me first ask two questions: #1 What do Uber, Airbnb, Warby Parker, Venmo, & Square all have in common? All of these revolutionary companies started during the great recession between ’07-’09. #2 Why do so many companies and industries get. Read Full Article. The post How to Make 2021 Your Greatest Year by Weaponizing Adversity appeared first on The DiJulius Group.
One Millimeter Mindset
DECEMBER 8, 2020
Which team role do you usually take during meetings? Are you usually boxed into a corner, fulfilling a pre-determined role? Or do you assume a different voice at each meeting? And the voice you speak from depends on the nature of the meeting, the participants, and the desired outcomes. Regardless of whether you meet virtually or in-person, even the best teams have members who always fit into “assigned” team roles.
GetFeedback
DECEMBER 9, 2020
Everything you need to know about using microsurveys to improve your product and customer experience.
ShepHyken
DECEMBER 7, 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. Five Customer-Service Lessons From the Late Tony Hsieh by Ann-Marie Alcántara. (Wall Street Journal) The former chief executive of Zappos, the online shoe retailer, had a unique approach toward customers.
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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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Talkdesk
DECEMBER 10, 2020
If modernizing your customer experience (CX) isn’t one of the top priorities for the leaders in your organization, it should be. Moving your business to the cloud is an all-round strategy to reduce costs and provide superior cross-organizational flexibility, allowing operations to adapt to the ever-changing needs and expectations of the customer. Migrating a contact center to the cloud can drive your digital transformation program forward.
Calabrio
DECEMBER 10, 2020
This guest post is authored by Steven Kaish , SVP, Product Marketing & Technical Partners at Glia. ‘A change will do you good,’ sang Sheryl Crow in the 90s. Since then, we’ve experienced entire paradigm shifts in technologies, which in turn have fueled a complete and ongoing transformation of the contact center. Nostalgia aside, the changes have been mostly positive, especially for those willing to embrace the new opportunities they have provided.
ProProfs Chat
DECEMBER 11, 2020
Numbers don’t lie. They are the unshakable foundation on which you build concrete strategies to help your business achieve profitable goals. Numbers help you reflect on how your business is performing and if your efforts are reaping the benefits you expected. That’s not all. They even help you understand if your customers are satisfied or not. There are multiple customer satisfaction metrics that your business can use to get answers to questions like “Is my customer satisfied?
ShepHyken
DECEMBER 11, 2020
This week we feature an article from Josh Snider, Product Marketing Manager at Khoros. H e explains how and why expanding customer care operations to include online chat and brand communities can elevate both self-service and customer care. “Hi, how can I help you?” That little chat box in the bottom right corner of the screen promises to answer every customer question — but will it?
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.
ChurnZero
DECEMBER 9, 2020
Over the last few years, we’ve seen a lot of growth in the Customer Success space, which means there’s now even more content out there on the web for you to research, consume and rely on. You can see this is the case by taking a look at the Google search trends for “Customer Success” and “Customer Experience” over time. (Numbers represent search interest relative to the highest point on the chart for the given region and time period.
Calabrio
DECEMBER 8, 2020
Originally deployed primarily by larger or more sophisticated contact centers, analytics quickly emerged as a “must-have” application for modern customer service teams. Yet confusion still surrounds the optimal functionalities these analytics must have. Look at the term “real-time feed.” You’ve probably heard contact center system vendors touting their ability to provide real-time feeds of data.
Ecrion
DECEMBER 8, 2020
What Is Omnichannel Marketing? | Multichannel vs. Omnichannel Marketing | Reap the Benefits of Omnichannel Marketing. When many of us think of marketing, our minds go to advertisements on television and in magazines, social media posts, and podcast ad spots. But the problem with these channels is they’re static. We have to release content into the world and hope it connects with someone.
ShepHyken
DECEMBER 9, 2020
Last week, I covered the idea of the story. Customers love to read the stories of other customers using the products they are interested in purchasing. Reviews are where they start. High ratings can turn into high interest. Customer commentary in the review—as in how much they are enjoying the product and how they are using the product—can push a potential customer to make the purchase.
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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?
Totango
DECEMBER 8, 2020
Customer Success team accountability isn’t something you just worry about figuring out later once your CS team is up and running. As a manager, when your organizational best practices and your customer’s goals align with your employee’s actions and responsibilities, you have the perfect conditions for growth. . In order to nurture this growth, customer success teams must have improved visibility to monitor progress and review customer insights.
Advantage Communications
DECEMBER 9, 2020
We all know the benefits of a well-thought-out customer service program. By improving customer satisfaction, your business can improve brand loyalty, drive new revenue opportunities and build a positive brand reputation.
Bold360
DECEMBER 7, 2020
COVID-19 has accelerated multiple trends, such as remote work, remote learning, digital streaming, and all kinds of multi-channel digital engagement. With customers moving so rapidly to virtual and digital spaces, organizations have been forced to pivot their customer engagement and scale their support capacities. . Prior to the pandemic, many organizations had already made large investments in digital transformation.
Strikedeck
DECEMBER 8, 2020
Vincent Manlapaz, in an interview with Scott Renna shares his design thinking process by understanding the customer journey and recognizing ways to empower customers to maximize the value of their membership with Cofense.
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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