Calabrio

OCTOBER 19, 2022

Our annual Calabrio Customer Connect (C3) event has wrapped, and we are still feeling the buzz of excitement. Top 10 Takeaways from the Calabrio Customer Connect. Choosing only ten takeaways from this year’s Calabrio Customer Connect was challenging, but we have narrowed it down to these key moments: 1.

Connections 59

Connections Contact Center 2030 Events 59

TechSee

AUGUST 14, 2023

If you missed the 2022 list, you can check it out here. Adrian Swinscoe, Customer experience advisor, author, speaker Adrian is a huge fan of organizations that do great things for their customers and has been helping many achieve their own level of greatness for over 25 years via consulting, writing, speaking workshops, and advisory work.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

SurveySensum

JANUARY 26, 2022

Top customer experience trends in 2022. Optimizing customer experience for mobile devices. Alteration in the operation of the contact center. Data-driven insights based on employee experience. Customer Experience trends that will take over in 2022! Top customer experience trends in 2022.

2022 59

2022 Customer Experience Contact Center Multi-Channel 59

TechSee

MARCH 7, 2023

Elizabeth has been leading the conversation on how our new connected homes and devices are changing how we live and documenting service evolution for nearly 25 years. With 20 years of contact center experience, she has successfully delivered results in the demanding, fast-paced contact center environment.

2023 207

2023 Contact Center Leadership Hospitality 207

Experience Investigators by 360Connext

FEBRUARY 1, 2022

This manifests as not getting the resources, people, technology and tools they need to help actually deliver better experiences. Without buy-in , CX leaders are less likely have collaboration with other departments in the organization, which was confirmed in GetFeedback’s State of CX Report for 2022.

Customer Experience 376

Customer Experience Net Promoter Score Reference 2022 376

BlueOcean

DECEMBER 13, 2022

According to Bond Brand Loyalty’s 2022 Loyalty Report , a new variable has entered the game that changes how customers view loyalty—that the “brand is loyal to me.” KPMG Global Sector Leader, René Vader, says, “If you’re trying to build brand loyalty today, an emotional connection is no longer a nice-to-have, it’s a need-to-have.”

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

Thematic

SEPTEMBER 13, 2022

The best text analytics software platforms for 2022 #1 Thematic Thematic - that’s us! - You can add every source of feedback into Thematic: internal (surveys, contact center, support tickets, complaints, CRM notes) and external (review sites, forums, social media). What data sources are supported?

2022 71

2022 Document Social Media Feedback 71

Playvox

MAY 25, 2023

Contact centers have changed drastically in recent years. The once “in-person” centers dealing with inbound calls have been replaced by global, distributed customer experience teams. In this post, we’ll explore several trends that are driving this growth and are influencing contact center leaders’ decision-making.

Omnichannel 55

Omnichannel Contact Center Multi-Channel Call Center 55

COPC

JANUARY 15, 2024

has partnered with Centrical to bring you the Improving Contact Center Retention Series, where we explore how organizations can reduce early attrition. This second installment of the series will offer insights into onboarding best practices for new employees. 

Contact Center 78

Contact Center Call Center 2023 Engagement 78

CSM Magazine

APRIL 25, 2022

Creating a great customer experience starts with understanding and improving the employee experience. The Great Resignation has launched employee experience into the spotlight: a record 4.5 Employees now desire more flexibility in their lives. Give Employees Freedom.

Contact Center 52

Contact Center 2021 Employee Experience 2022 52

Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. What Are Call Center Efficiency Metrics? Call center managers need metrics to successfully measure agent performance and improvements to call center operations.

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

Talkdesk

JANUARY 2, 2020

As defined by Gartner, the four pillars for great customer service are: Getting Connected: channel-less architected design to create journeys. Employee experience powers the customer experience. out of five) in the Gartner Peer Insights Contact Center as a Service, North America market.

Customer Service 66

Customer Service Contact Center 2025 Competitive Advantage 66

CSM Magazine

AUGUST 8, 2023

Think Holistically: look beyond the desktop to gauge the end-to-end employee experience. For more ideas on how to drive employee engagement, read our other blogs and stay connected with all things CX by visiting The CX Lab. References – State of the Contact Center 2022. Is parking a nightmare?

Engagement 52

Engagement Contact Center 2022 Customer Centricity 52

Think Customers

MARCH 21, 2023

The power of connectivity was on brilliant display this month in Salt Lake City, where approximately 10,000 customer experience professionals gathered to soak up inspiration and new ideas to deploy upon returning home. Improving the employee experience in this way ultimately enhances the customer experience as well.

Healthcare 52

Healthcare Airlines 2022 Transportation 52

Lumoa

NOVEMBER 17, 2022

Using your customer’s name in marketing materials and customer support can build trust and forge a personal connection. . Artificial Intelligence (AI) is a fantastic way to reduce costs and optimize customer support without diminishing customer experience. Training Employees to Improve CX.

E Commerce 83

E Commerce 2023 E-support Customer Experience 83

ShepHyken

DECEMBER 23, 2022

Many organizations are modernizing their communications systems to streamline operations and keep employees (and customers) connected in a hybrid world. It has the potential to revolutionize certain aspects of business, specifically when it comes to content marketing and contact center communications.

2023 71

2023 Communication Contact Center Return on Investment 71

Lithium

SEPTEMBER 9, 2022

As Marketplace puts it in a July 2022 article: " Now, Pollak [Julia Pollak, chief economist at job site Zip Recruiter] said, the mood might be shifting. Furthermore, specific contact centers are reporting up to a 100% turnover rate. This is the crux of what can make or break a contact center's NPS.

Contact Center 52

Contact Center NPS Customer Care Leadership 52

Lithium

JULY 20, 2022

As Marketplace puts it in a July 2022 article: " Now, Pollak [Julia Pollak, chief economist at job site Zip Recruiter] said, the mood might be shifting. Furthermore, specific contact centers are reporting up to a 100% turnover rate. This is the crux of what can make or break a contact center's NPS.

Contact Center 52

Contact Center NPS Customer Care Leadership 52

Comm100

JANUARY 11, 2023

In 2022, 59% of companies surveyed agreed that their markets have become more competitive in recent years. million USD in 2022. Automation becomes a win for companies focusing on employee experience. Improved customer and employee experience. The State of Automated Customer Service in 2023. Travel: 16%.

2023 87

2023 Customer Service Healthcare Return on Investment 87

TechSee

DECEMBER 21, 2022

New York, NY, December 21, 2022 – TechSee, a visual engagement and computer vision platform, announced today it is joining Amazon Web Services’ (AWS) Partner Network , deepening the relationship between the two companies. TechSee is focused on delivering additional value to AWS customers.

Telecommunications 21

Telecommunications 2022 Employee Experience Technology 21

Russel Lolacher

MAY 8, 2022

In this episode of Relationships at Work, Russel chats with Neal Dlin , founder and Chief Human Experience Officer of customer and employee experience consultancy Chorus Tree, on intention and action alignment at work, including how it can impact culture, the role of leadership and employees, and how curiosity can help.

Leadership 52

Leadership Culture Employee Experience Insurance 52

SurveySparrow

SEPTEMBER 28, 2021

According to a report by Juniper Research , business-related costs are expected to reduce by over USD 8bn annually by 2022, thanks to Artificial Intelligence. Enhance Employee Experience. Using conversational ai platforms, adequate data is put directly into the hands of the employees. But that’s it.

2021 52

2021 E-support Social Media E Commerce 52

Russel Lolacher

OCTOBER 24, 2022

In this episode of Relationships at Work, Russel chats with 4x author, keynote speaker and consultant on service culture Jeff Toister on connecting the dots to create tangible employee engagement at work. Author of FOUR books on getting customer experience right. He writes extensively on employee engagement. Jeff Toister.

Engagement 52

Engagement Culture Measurement Employee Experience 52