GetFeedback

JULY 19, 2019

Combined viewpoints: Customers are complex and nuanced, just like each of us is. Using both s tructured feedback, like CSAT scores and NPS ratings, with unstructured feedback, like customer’s verbatim responses on surveys and social media, provides a richer, more robust picture of the customer.

Net Promoter Score 230

Net Promoter Score NPS Customer Journey Mapping Feedback 230

CX Accelerator

SEPTEMBER 24, 2019

Most people know what salespeople or customer service representatives do. But it’s not usually the case that Customer Experience professionals experience the same level of understanding about what they do and what their job roles are for. Well, dial back your expectations a little.

Customer Centricity 282

Customer Centricity Social Media Customer Service Representative Contact Center 282

Customer Guru

AUGUST 8, 2018

He has extensive experience in retail, wholesale, franchising, and small business and has a strong belief in positive customer experience. She has over 16 years of experience in areas of market research, program management, marketing, instructional design, and training. Aimee Lucas Follow @Aimee_Lucas.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

8x8

JANUARY 3, 2018

Business Metrics Transparency for Better Customer Experience. This is the second in a three-part series on developing an effective customer experience strategy. Because without business transparency it is almost impossible to move the dial on customer experience!

Metrics 48

Metrics Customer Experience Contact Center White Paper 48

8x8

JANUARY 3, 2018

Business Metrics Transparency for Better Customer Experience. This is the second in a three-part series on developing an effective customer experience strategy. Because without business transparency it is almost impossible to move the dial on customer experience!

Metrics 48

Metrics Customer Experience Contact Center White Paper 48

8x8

JANUARY 3, 2018

Business Metrics Transparency for Better Customer Experience. This is the second in a three-part series on developing an effective customer experience strategy. Because without business transparency it is almost impossible to move the dial on customer experience!

Metrics 48

Metrics Customer Experience Contact Center White Paper 48

ShepHyken

NOVEMBER 30, 2018

When speaking about the agent experience, thought leaders often focus on parties, fun work environments, and elaborate compensation structures. Actual customer contact agents, however, prioritize something else: the effort required to perform their work. Are the tools easy to use?

Blog 96

Blog Omnichannel Average Handle Time Contact Center 96

CX Accelerator

SEPTEMBER 24, 2019

Most people know what salespeople or customer service representatives do. But it’s not usually the case that Customer Experience professionals experience the same level of understanding about what they do and what their job roles are for. Well, dial back your expectations a little. Back to CX Accelerator Blog.

Customer Centricity 208

Customer Centricity Social Media Customer Service Representative Contact Center 208

Experience Investigators by 360Connext

OCTOBER 5, 2021

What Does a Customer Experience Professional Do? Customer experience professionals have many different titles and many different job descriptions. There are CX leaders who focus primarily on customer insights, like Voice of the Customer programs. Share the literal voice of the customer.

2021 367

2021 Social Media Contact Center Customer Journey Mapping 367

Avaya

MAY 18, 2016

From the traditional call center, with rows of agents handling multiple calls, we have moved on to the contact center, and multichannel communications, to the omnichannel experience. Customer experience professionals love the omnichannel. Customers however want more as they evolve as digital citizens.

Contact Center 48

Contact Center Omnichannel Social Media 2016 48

CX Accelerator

SEPTEMBER 24, 2019

Most people know what salespeople or customer service representatives do. But it’s not usually the case that Customer Experience professionals experience the same level of understanding about what they do and what their job roles are for. Well, dial back your expectations a little. Back to CX Accelerator Blog.

Customer Centricity 182

Customer Centricity Social Media Customer Service Representative Contact Center 182

Comm100

AUGUST 16, 2019

With robocalls sowing distrust in the telephone as a communication method, businesses need to diversify their customer service offerings or risk getting left behind. Social media encompasses Facebook, Twitter, Instagram, etc. Emails or phone calls can feel distant and professional, texting is much less formal.

Communication 40

Communication Social Media Contact Center Travel 40

TechSee

FEBRUARY 5, 2019

If 2018 was a year when customer experience professionals came under intense pressure to map out tangible results from heavy investment, 2019 is shaping up to be the year when next generation customer experience will deliver on the promise of a wide range of new technologies.

2019 173

2019 Customer Experience 2025 ROI 173

Avaya

JULY 14, 2016

From Jarvis, Mark Zuckerberg’s Iron Man-inspired assistant, to Microsoft’s rather unfortunate Tay experience, chatbots have been making the news this year—not least in how they are playing an ever bigger role in customer service. Customers today expect to receive an always-on personal digital experience.

Customer Experience 45

Customer Experience Contact Center Social Media 2016 45

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. Adam Toporek is an internationally-recognized customer service expert, keynote speaker, and frontline trainer who helps organizations get results by thinking differently about customer service.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. Adam Toporek is an internationally-recognized customer service expert, keynote speaker, and frontline trainer who helps organizations get results by thinking differently about customer service.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Customer Enthusiast

JULY 16, 2015

Recent ICMI research revealed that a majority of contact center leaders are knowingly preventing their agents from providing the best customer experience possible (they’re not empowering them with the tools they need). How much do you think customer expectations have changed in the last 10 years? What do you think?

Customer Experience 84

Customer Experience Reference Exceptional Customer Service Customers 84

Pointillist

OCTOBER 22, 2018

The ‘why’ comes from customer comments, social media posts and online reviews—all of which are quite difficult and labor intensive to mine without AI. The ability to understand and accurately predict your customers’ emotions is precious to you as a customer experience professional.

Measurement 40

Measurement Customer Experience Net Promoter Score Hotels 40

SurveySensum

JULY 14, 2020

XM Scientist and Co-Founder at Effectly AB and experiasummit.com, Joakim Thörn is a subject-matter expert and a speaker who specializes in facilitating and helping clients expand their market presence through experience-based differentiation. Jaakko Männistö is an entrepreneur, Founder, and Omnichannel Customer Experience Professional.

2020 132

2020 Customer Experience Magazine Consulting 132

Experience Investigators by 360Connext

APRIL 14, 2020

If you don’t have any data: Consider places that can give you some, like customer service case codes and social media discussions. Customer feedback and emotional data. Customer behavior and actions. What happens if a customer starts on the app but has to call your contact center?

Customer Journey Mapping 374

Customer Journey Mapping Workshop Customer Journey Touchpoint 374

Comm100

NOVEMBER 14, 2017

While the realm of gaming might seem far removed from the day to day work of our contact centers and marketing teams, EA’s handling of the crisis provides timely lessons for any customer experience professionals seeking to understand, and deliver, what their customers truly want. Download Now.

Social Media 43

Social Media Customer Experience Download 2017 43

Qualtrics

APRIL 9, 2019

Examples include website vulnerabilities, policy dangers and shortcomings, employee attrition , top hiring losses, confidentiality breaches, citizen safety, expensive marketing missteps, and potential social media firestorms. Ideas: Play a contact center recording at a team meeting. CONTACT US. Want expert help?

Government 46

Government Social Media Contact Center Events 46