ShepHyken
MARCH 11, 2020
Every company wants to have good employees. More importantly, they also want the right employees. There’s a difference. The smartest person in the world may not end up being a good cultural fit for a company. Every company has a personality, and the people they hire must possess the right skills, character and behaviors to fit in. This differs from company to company, so what works for one may not work for another.
Customer Enthusiast
MARCH 11, 2020
By now, most of us have been impacted in some way by Coronavirus Disease 2019 (COVID-19). I worked in Boston last week where I met a fellow hotel guest in the elevator. Upon detecting an accent, I asked where he was from. He said, “I work in Hong Kong, but live in Italy…” immediately adding, […]. The post In times of crisis, let values be your guide appeared first on Steven Curtin.
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PK
MARCH 11, 2020
In the push for business process automation, robotic process automation (RPA) has gone mainstream. According to Gartner, 85% of large businesses will have incorporated RPA technology by the end of 2022, and Forrester expects the? market for RPA ?to reach $2.9 billion by 2021. RPA is gaining in popularity because it is efficient and effective, relatively inexpensive, quick to implement and unobtrusive.
Eptica
MARCH 11, 2020
Date: Wednesday, March 11, 2020 Author: Pauline Ashenden - Marketing Manager Customer Service in 2020: Reflect, Refocus, Reignite. Published on: March 11, 2020. Author: Pauline Ashenden - Marketing Manager Last week’s Institute of Customer Service (ICS) Conference provided the perfect opportunity to bring the industry together to share best practice, highlight strengths and look to the future.
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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.
NICE inContact
MARCH 11, 2020
Contact centers spend a lot of time and money trying to improve customer satisfaction (CSAT). And they should! CSAT drives customer loyalty and their bottom line. Some are investing in ACD routing, IVR and even speech recognition software to deliver a better customer experience. But what if I told you that you might be overlooking one of the most effective tools you have for improving CSAT?
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Customers That Stick
MARCH 11, 2020
Customer service skills can be taught and a customer-centric ethic and mindset can also be taught. I think what the question might be trying to get at is is customer service a natural skill or not? Certainly, there are people who are more inclined to the skills that make for successful customer service rep than others and there’s a small percentage of the population that has no business being in any customer-facing role, ever.
Middlesex Consulting
MARCH 11, 2020
Everyone wants outcomes that are better, faster, and cheaper. We all look at Amazon and see how they sell and deliver virtually everything overnight – or, in some locations, even within two hours! With extremely low prices, fast shipping, virtually unmatched product variety, and customer ratings available on most products, it’s no wonder Amazon is […].
Playvox
MARCH 11, 2020
48% of BPOs report their number one concern as “providing a better customer experience”. This is due in large part to the heightened competition for customer service outsourcing contracts. What’s more, “ 20% of companies in 2019 reported they plan to bring customer care back in-house because it’s becoming a core competency.”.
Oracle
MARCH 11, 2020
Female pioneers in CX technology have been shaping the field since the earliest days and continue to create change and exciting new experiences, technology, and ideas. Today, women in CX are driving innovation, rethinking what the customer experience means, and bringing these insights to new industries and audiences. Just in time for Women’s History Month, let’s take a closer look at some female pioneers in CX tech that you can follow to stay connected to the field’s most insig
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
Magellan Solutions
MARCH 11, 2020
Outsourcing lends a much-needed helping hand, especially during volatile economic times. Companies that outsource sales have shown resilience because of it. Small businesses would have dedicated teams of experts with minimal expenses. Meanwhile, expansion becomes a lot easier for larger businesses, particularly for overseas operations. There are many kinds of services that outsourcing companies offer.
Bold360
MARCH 11, 2020
The number of customer engagement channels we have access to has exploded in recent years. And whether it’s messaging channels, voice assistance, web chat or SMS, we face the challenge of looking at all these ways of engaging our customers and delivering and delivering a seamless experience across each one? But with all this new technology, too often we fall in the trap of thinking the solution is also technological.
ChurnZero
MARCH 11, 2020
Churn Reasons: You’re Not Digging Deep Enough. This is a guest post by Jay Nathan , Founder & Managing Partner at Customer Imperative. Disappointed, but oddly satisfied, I hung up the phone from a call with a recently-churned customer. I wasn’t satisfied that we lost a customer, but I was now armed with valuable new information that would lead to a breakthrough in our sales model.
SurveySparrow
MARCH 11, 2020
We are living in a time where employees have a lot more choices than earlier. If you are a business owner, you would be hard-pressed to adopt strategies to retain your best employees as they are more likely to be poached if not treated well. Companies like Netflix, Zappos, Facebook, Google, etc, are known for their employee-friendly offices that will help them retain top talent.
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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,
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ShepHyken
MARCH 11, 2020
Every company wants to have good employees. More importantly, they also want the right employees. There’s a difference. The smartest person in the world may not end up being a good cultural fit for a company. Every company has a personality, and the people they hire must possess the right skills, character and behaviors to fit in. This differs from company to company, so what works for one may not work for another.
Provide Support
MARCH 11, 2020
Many companies utilize email as a way of getting insights into the marketing activities’ success. Unlike in-person or telephone interviews, email surveys can reach larger numbers of customers in a shorter period of time. Unfortunately, metrics can’t give you a full picture and tell you everything about the product-market fit, customer satisfaction, and expectations.
Prophet
MARCH 11, 2020
Leading organizations are no longer viewing customer experience as an add-on, but instead as a core product, and the healthcare industry has been slow to adapt. In an earlier article, I introduced execution-based barriers in delivering winning customer experience. The first of those barriers is not viewing experience for any customer – B2B, patient, consumer, […].
PK
MARCH 11, 2020
The success of your API practice is tied to the usability of your API Developer Portal. API developer portals have expanded beyond channels targeting technologists. They’ve become true marketplaces that showcase your brand, culture and products. Your marketplace will speak volumes about your company, and you need to be deliberate in shaping the message.
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.
Gainsight
MARCH 11, 2020
If you want to build the best product, you need access to the best reporting and analytics. Data, as prolific as it may seem, is still underutilized. But it’s data that provides the answers to critical questions that could mean the success or failure of your product. We’ve compiled a list of questions that every product team should be able to answer and the reports you can use to not just answer those questions, but take action on them.
Forrester's Customer Insights
MARCH 11, 2020
There’s a new buzz phrase in the air — “open source design.” What is it? It’s a “remix” (to borrow a term from Figma) of the open source software movement’s commitment to sharing and collaborative validation and improvement of software source code. What Are Examples Of Open Source Design? You don’t need to look far to find companies embracing this idea by: Making design systems public.
Forrester's Customer Insights
MARCH 11, 2020
Every customer journey, as simple as it looks, happens in a more and more complex ecosystem. Think about your last online purchase: you interacted with an online store, on your computer or your mobile, and got your order delivered at home as planned. Simple? Well… on the front stage yes. But if you take the […].
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Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.
Brad Cleveland Blog
MARCH 11, 2020
Information and communications technologies have created organizations that span geography and time. Multi-site environments, cross-functional teams, and extended-hour or 24/7 operations are common contact center examples. If you are a manager or director, you may have the responsibility of getting results from those who work in different locations, who don’t report to you, or who don’t work the same hours.
Eptica
MARCH 11, 2020
Date: Wednesday, Mars 11, 2020 Author: Arnaud Dufournet - Chief Marketing Officer Centre de contact : le canal voix est-il menacé ? Publié le: 11 Mars 2020. Auteur: Arnaud Dufournet - Chief Marketing Officer Avec l’émergence des canaux digitaux, il est devenu possible d’échanger avec des assistants virtuels 24/24h et 7/7j. Pour les clients, ces nouvelles solutions de communication peuvent s’avérer utiles, notamment lorsque les centres de contact sont soumis à des contraintes ho
Brad Cleveland Blog
MARCH 11, 2020
Information and communications technologies have created organizations that span geography and time. Multi-site environments, cross-functional teams, and extended-hour or 24/7 operations are common contact center examples. If you are a manager or director, you may have the responsibility of getting … Continue reading → The post Building a Cohesive Virtual Team appeared first on Brad Cleveland.
Forrester's Customer Insights
MARCH 11, 2020
Marketing and comms teams should take a leading role in supporting their organization’s response to the coronavirus. Read this post to understand the most critical actions to take now.
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
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