GetFeedback

AUGUST 14, 2019

Trends change: New industry trends, regulations, and technologies emerge, creating new business dynamics. Focus on the employee experience. A natural follow-on from culture is to consider the employee experience. Without employees, you have no customer experience. Download the Toolkit.

Customer Satisfaction 389

Customer Satisfaction Customer Centricity Feedback Customer Journey Mapping 389

Qualtrics

SEPTEMBER 10, 2021

As companies everywhere announce hybrid work and remote-first environments, it’s critical for IT and HR teams to work together and holistically empower employees to be successful and satisfied. What employees will expect from their technology experiences in the future. Inclusion, no matter where employees are.

Employee Experience 26

Employee Experience Technology Download Engagement 26

TechSee

MARCH 7, 2022

The role of technology is more important than ever in improving customer service and operational efficiencies. Download our eBook: What Self Service Will Look Like in 2025 . of companies are expected to incorporate customer self service technology. Employee Experience. What is Customer Self Service?

2025 109

2025 Customer Service Representative Customer Service Strategies Virtual Agent 109

ShepHyken

SEPTEMBER 21, 2020

(Gladly) Turn your customer service department from a cost center into a revenue generator with these radically personal customer experience strategies from this guide. You’ll have to download the report, and when you do you’ll get eight ideas on how to turn your customer support center into a revenue generator.

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Article 2020 Customer Service Employee Experience 94

Uniphore

JUNE 10, 2021

Our solution: educate centers on the power of automation and empower agents to use technology to their advantage. Transition to work-at-home with legacy technology. Download Playbook. Getting the employee experience right is essential to developing and retaining top talent. Download eBook. Read More.

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Call Center Contact Center Webinar 2021 98

Uniphore

JUNE 9, 2021

Design your employee and customer experiences to align common outcomes Today’s customers are more technologically savvy than ever, and their experiences over the past year have only increased their digital proficiency. Educate, engage and empower your employees. Download Now.

Engagement 98

Engagement Contact Center 2021 Metrics 98

CSM Magazine

FEBRUARY 3, 2022

Ross Daniels at Calabrio shares his top tips for overcoming contact centre complexity to enhance customer and employee experiences. Although the majority (51%) had already deployed digital technology to support their customers, only 8% believed their digital service to be ‘awesome’. About the Author.

Customer Journey Mapping 52

Customer Journey Mapping Webinar Customer Journey Employee Experience 52

CSM Magazine

MARCH 2, 2022

With an influx of new technologies, evolving employee & consumer behaviours, and a renewed focus on CX, the customer service landscape is evolving rapidly. It’s time for organizations to put service back at the heart of the customer experience and become more customer centric.

Customer Experience 52

Customer Experience Magazine 2022 Customer Centricity 52

ClearAction

OCTOBER 25, 2022

While technologies and data management can improve consistency and minimize many issues, you still depend upon people to set parameters, inputs and outputs. In fact, technology deployment requires full-time management. Download File. Organizational and individual competencies are crucial for almost-automatic CX excellence.

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Sports 2009 2022 Financial 71

Qualtrics

APRIL 11, 2019

The idea of developing and driving a multi-channel employee experience program, handling analytics and strategy, and acting on the feedback your receive in a timely way sounds daunting to say the least. You’ll also be working with changing technologies, even year-on-year, which bring infrastructure and security challenges with them.

Employee Experience 24

Employee Experience Multi-Channel Feedback Culture 24

ViiBE Blog

FEBRUARY 18, 2020

Many companies are finding innovative ways to integrate new technologies. As a result of consumer preferences, businesses should focus on integrating emotionally intelligent technological solutions. Another key technology that maintains the human element in customer support interactions is visual assistance platforms, like ViiBE.

Exceptional Customer Service 52

Exceptional Customer Service Loyalty 2017 Employee Experience 52

Bold360

DECEMBER 10, 2020

As the COVID-19 pandemic has shown, organizational agility is essential for crisis-proofing (and future-proofing) your customer and employee experiences. Savio: Companies sometimes introduce a new technology, like an AI or self-service solution, and they try to boil the ocean, to do everything with it. Starting small is better.

Engagement 52

Engagement Employee Experience Roadmap Technology 52

ShepHyken

NOVEMBER 23, 2020

4 Things Your Contact Center Can Learn Now From Chewy on How To Improve Your Customer Experience While Still Keeping Your Agents Happy and Productive by Veronica Krieg. Sharpen Technologies) This month, we’re crushing on Chewy – an eCommerce leader paving the path to a better customer experience. Addressing L.L.

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Article 2020 Customer Service Net Promoter Score 85

Qualtrics

DECEMBER 2, 2020

A modern technology experience drives productivity and helps employees feel valued. Take these three steps to introduce new technology at your organization. What would you – nay, any of us – have done without video communication technology during COVID-19? The challenges of introducing new technology to employees.

Technology 26

Technology Feedback Employee Experience Engagement 26

One Millimeter Mindset

APRIL 8, 2019

These professionals, including STEM professionals (Science-Technology-Engineer-Mathematics), often are the smartest people in the room. Because your employees, and what they “do,” is absolutely fascinating! Think about the implications for employee experience and customer experience. Hands down.

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Presentation Workshop Communication Download 75

Qualtrics

NOVEMBER 9, 2021

When we spoke to nearly 14,000 participants as part of our 2022 Employee Experience Trends report , leaders’ intention to leave emerged as the top employee experience trend for the year ahead. Get the report: Explore the trends shaping the employee experience in 2022. And many of them are planning to leave.

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2022 Employee Experience Leadership Culture 52

Kustomer

JUNE 7, 2022

The volume, velocity, and variety of customer data today overwhelm organizations without the technology, processes, and operational capabilities to integrate siloed data and personalize communications. AI is transforming customer experiences, and for good reasons. Happy Agents, Happy Customers.

Customer Experience 98

Customer Experience E-support Omnichannel Contact Center 98

ShepHyken

APRIL 1, 2019

ZDNet) AI is viewed by customer service decision makers and agents alike as a boon to the customer and employee experience. I’m betting you’ll like this information to download the full report. If You Want to Thrive, Focus on the Customer Experience by Rhett Power. Do Customers Trust Your Tech?

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2019 Article Customer Service Social Media 100

Bold360

AUGUST 18, 2020

This high employee turnover is a consequence of the difficulty of the work and compensation issues, but turnover can disrupt operational continuity. Employee Experience. Customer experience. Customer experience. Sixty percent of survey respondents say new technologies like AI have boosted the bottom line.

Customer Engagement 52

Customer Engagement CEM Engagement Multi-Channel 52

Uniphore

JUNE 21, 2021

Robotic Process Automation (RPA) technology is dramatically improving contact center efficiency and agent productivity. Automating the right processes can pay huge dividends — from error reduction to shorter call times — creating a measurably better customer experience (CX) and employee experience (EX). A faster ROI.

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Contact Center Document Webinar Call Center 59

Forrester's Customer Insights

OCTOBER 26, 2021

Forrester predicts more change in 2022 across CX, EX, technology, and marketing. Get a sneak peek at five of Forrester's 2022 predictions, and then download our guide to help inform your 2022 strategy.

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2022 Download Technology Marketing 49

CSM Magazine

MAY 17, 2021

Committed cloud vendors dedicate sufficient time, energy and resources to educating their customers on how to combine technology and best practices to ensure a smooth and seamless migration to the cloud. What’s next?”. About the Author. Tom Goodmanson is President and CEO at Calabrio.

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Multi-Channel 2021 Download Communication 96

SurveySensum

MARCH 25, 2024

Capture leads : Exit intent popups are effective for capturing leads by prompting visitors to sign up for newsletters, download content, or create an account before they leave. It’s just that they do work but the technology to track them is different. No, that’s not true. on desktop?

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2024 Demo Download User Experience 52

SurveySensum

FEBRUARY 28, 2024

They allow employees to share their thoughts openly and honestly without fear of repercussions, leading to more accurate insights and actionable feedback for improving the employee experience. It incorporates automated reminders, ensuring timely employee responses. G2 Review: 4.9/5

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2024 Feedback Demo Social Media 52

Bold360

DECEMBER 7, 2020

and employee experience (lack of infrastructure, both hardware and software, to support the sudden shift to remote work). . Building the agility needed to support customers and employees as they shift to digital channels, especially in times of crisis, takes digital maturity. That’s what optimization is about. —.

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Multi-Channel Customer Engagement Roadmap Engagement 98

Uniphore

JANUARY 21, 2022

Before looking at technological capabilities, consider these top five evaluation criteria for conversational automation: Call flow management Long call times and complex processes have long plagued healthcare CX journeys, dragging down consumer and employee experiences alike. Download the Article. Want to learn more?

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Healthcare Net Promoter Score Average Handle Time Insurance 59

West Monroe

NOVEMBER 28, 2022

In this episode, Salesforce Growth Evangelist Tiffani Bova and West Monroe Managing Director Pablo Alejo share how companies can become obsessed with their customers’ needs, how to connect employee experience to growth, and examples of 4 companies who are getting it right. Download the transcript. Tiffani Bova.

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2022 2009 2008 Customer Centricity 52

CSM Magazine

FEBRUARY 7, 2023

Yet despite almost half of business leaders citing employee experience as their top priority for 2023 – we’re still seeing three quarters of employers struggling to fill the empty spaces in their team. We saw systems quickly introduced, new ways of working trialled, and a swathe of technology brought in to prop up a new structure.

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Healthcare 2010 Culture Financial 64

One Millimeter Mindset

JUNE 20, 2019

Consider your own employee experience with these clients? Download my new checklist and worksheet: Six Professional Development Targets to Hit each Month. Which is exactly what these clients want. In fact, they are hoping you will cave into their behavior. Should you retain them, moving forward? Contact me here.

Workshop 74

Workshop Download Employee Experience Blog 74

Confirmit

FEBRUARY 5, 2020

On this journey, we’ve been lucky enough to celebrate our clients’ accomplishments, and the advancements in technology, approaches and methodologies along the way. As companies race to meet increasing customer demands, advancements in digital technology help to meet their customers’ expectations. Not least, its name!

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2005 2020 Download Customer Voice 52

One Millimeter Mindset

JUNE 3, 2019

In addition, these assumptions about professional speak impact productivity, profitability, colleague and employee experience and customer experience, as well. Download my new checklist and worksheet: Six Professional Development Targets to Hit each Month. And not necessarily as positively as you think. Contact me here.

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Workshop Communication Download Employee Experience 70

Qualtrics

MAY 15, 2019

In the latest installment of our Employee Experience Visionaries series, we hear from Geoff Ho , PhD, Director of Organization Development Research at Rogers Communications about: How his team uses “experience” and “operational” data to tackle employee engagement, performance, & turnover.

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Innovation Communication Employee Experience Competitive Advantage 39

Confirmit

MAY 19, 2019

Confirmit’s state-of-the-art technology and service offering helps life science companies improve revenue, reduce costs, and drive organizational improvements by providing the right information to the right people at the right time.

Multi-Channel 40

Multi-Channel Healthcare Download Feedback 40

Qualtrics

DECEMBER 3, 2021

Businesses that see their employees as just another number might find that they suffer more from labor shortages as the labor force goes elsewhere for better benefits. Not only that, but customers care more about employee experience than ever. Take the pulse on employee experience. The ongoing skills gap.

Customer Experience 49

Customer Experience 2021 Employee Experience Hospitality 49

inmoment

NOVEMBER 6, 2019

Even though mystery shopping was once the standard approach to assessing service, new technology proves itself to be more effective and more reliable. InMoment’s latest white paper, “ Why a Customer Experience Program is More Powerful Than Mystery Shopping ,” details what intelligent technology can do that mystery shopping simply cannot. .

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White Paper E Commerce E-support Download 40

CSM Magazine

JUNE 25, 2019

Amazon Connect administrators are able to download the application from Amazon Web Services (AWS) Marketplace, select the questions for the survey from a list of questions specific to the live agent or IVR experience and then launch the survey to specific applications within the contact center. About Service Management Group.

Contact Center 40

Contact Center Connections Feedback Measurement 40

Peter Lavers

FEBRUARY 20, 2019

Technology enablement. Employee experience and workforce optimisation. The full report is 145 pages, and there’s an excellent Executive Summary that you can download. I would highly recommend that you read it as it’s detailed and packed with insight in seven key aspects of the global CX landscape: CX transformation.

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Chief Customer Officer 2019 B2B Download 40