September, 2020

4 C’s of CX Culture: How Well is Your Company Doing?

Experience Investigators by 360Connext

What is a Customer-First Culture, and Why is It Important? There are plenty of noble reasons for wanting to create great customer experiences. Each interaction a customer has with your brand is an opportunity to make their day even the slightest bit brighter , which is as meaningful today as ever.

2020 200

Empathy Now Leads to Loyalty Later

Marley Wagner

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Customer and Employee Criticism: Your Leverage Tool for Growth

eglobalis

Use Criticism to Improve Your Customer Experience and employee experience products and services. The post Customer and Employee Criticism: Your Leverage Tool for Growth appeared first on Eglobalis.

2020 111

5 Ways to Reimagine Customer Experience in the Time of COVID-19

GetFeedback

A look into the new-normal customer and how to meet their evolving expectations. Articles

2020 272

Why Is Patient Engagement Important? | Frontline Group

There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.

From RFP to Go-Live: A Roadmap for Implementing Your Outsourced Customer Care Program

BlueOcean

That RFP process is a grind, eh? The peak experience is when you finally get to call your new strategic partner and let them know they are the successful bidder. After that, it would be nice to take a breather.

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Why a CX Mission Matters — And How to Create One

Experience Investigators by 360Connext

How Do Great Brands Deliver a Consistent Customer Experience? Some brands deliver consistently delightful experiences for customers like magic. Other brands seem to base the experience on which employee answers the call. How can some brands get it so right, so consistently?

2020 190

5 Ways to Keep Contact Center Agents Engaged

Upstream Works

Contact center success is heavily dependent on the agents working the frontlines to service customers every single day. So, it’s important those agents feel engaged at work and are happy in their roles, with the companies they work for and the opportunities those companies make available to them.

Call center cost reduction strategies

TechSee

Contact centers are always looking for ways to reduce costs. This is particularly true during periods of uncertainty and economic downturn, when call center cost savings contribute to business continuity.

How Much Does It Cost to Give Great Customer Service?

ShepHyken

I recently wrote an article in Forbes about how to get customers to pay more. The focus, of course, was on customer service and experience. Research has irrefutably proven that customers will pay more for a better experience.

2020 128

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

3 challenges in improving patient experience and satisfaction

Alida

Health care is no longer different than many consumer-driven industries in that it’s not immune to disruption. In health care, delivering a patient experience that meets—even exceeds—expectations is just as critical as a good customer experience in retail. Customer Experience Healthcare

2020 142

How to reframe the banking experience: Defining the new norm for banking contact centers

Talkdesk

Many financial institutions have been around for over 100 years and have survived depressions, recessions and two world wars. At some point, we feel they can survive any emergency.

3 Employee Experience Touchpoints That Impact Customer Experience

Experience Investigators by 360Connext

Employee Experience is Critical, and Smart Organizations are Taking Notice. Employee experience has been called “the new customer experience” and “the answer to customer experience” in more than one article.

Groundbreaking Customer Satisfaction Award Marks 20th Anniversary

CRMI

Groundbreaking Customer Satisfaction Award Marks 20th Anniversary NorthFace ScoreBoard AwardSM Established Defining SBI Metrics for Creating World-Class Excellence in Customer Service and Support . By Bill Moore VP CXDNA Pla

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Tenant Experience and Remote Support: How Property Management Organizations are Transforming Service

TechSee

Right across the housing sector, tenants aren’t just seen as renters anymore – they are now considered clients. They want to communicate on their preferred channels, receiving personalized content and proactive services.

2020 119

Does It Matter How You Refer to Your Customers?

ShepHyken

What do you call your customers? Do you call them “customers”? Maybe you call them clients, members, guests, patients, residents… the list can go on and on. Some people say that the term “client” implies a long-term relationship.

Customer Experience: What B2B Can Learn from B2C

Marley Wagner

B2C 130

3 challenges in improving patient experience and satisfaction

Alida

Health care is no longer different than many consumer-driven industries in that it’s not immune to disruption. In health care, delivering a patient experience that meets—even exceeds—expectations is just as critical as a good customer experience in retail. Customer Experience Healthcare

2020 130

Community: Executives, Take Note!

Speaker: Carrie Melissa Jones, Erica Kuhl and Holly Firestone

While organizations have been using communities for many years, it is only in the last few that executives have started to see the value that a community can offer. But now, in 2021, many executives have finally started to view community structures as a new governance model for the entire organization rather than a stand-alone initiative. Join us on January 27 at 12 PM ET for a webinar exploring Chapter 2 of our 2021 Community Predictions eBook.

Does CX Apply in Healthcare, Manufacturing, & other Professional/B2B Industries?

Experience Investigators by 360Connext

“I Know Customer Experience is Important, But…” When I speak to groups or host our webinar series, the Weekly Win , I hear one thing over and over again. “I get it. Customer experience is important. BUT… my business is… B2B. Healthcare. Professional Services.

7 Statistics that Show the High Cost of Siloed Communications

Tricia Morris

In two new research notes, industry analysts warn about the negative impact disparate communication and collaboration tools are having on not just the employee experience – but the customer experience, as well.

How to motivate your WFH contact center staff – tactics for remote employee engagement

TechSee

COVID-19 has forced many companies to transition their contact centers to enable remote work at scale. Equipping staff with the necessary home office equipment and facilitating network access is only the beginning.

Amazing Business Radio: Geoff Webb

ShepHyken

Understanding Customers’ Values in a Digital Age. How AI and Human Partnership Can Create a Better Customer Experience. Shep Hyken interviews Geoff Webb , the Vice President of Products at PROS.

2020 102

Your Guide to Boosting ROI Through Customer Support

Today’s most successful brands understand how great customer support can grow their bottom line. Having provided outsourced customer support to some of the world’s top brands, we know what works, and now we’re sharing that with you.

How to Make Fans And Increase Customer Loyalty

Gladly

Enlist a Volunteer CX Army

Heart of the Customer

One thing about being in CX – you’re unlikely to have a huge staff. Typically, that’s deliberate. CX doesn’t – and can’t! – own the entire experience. That’s what all those other departments do. Your role is to influence them, and align the entire organization on CX objectives.

2020 99

How To Dispel CX Misconceptions & Miscommunication in Your Organization

Experience Investigators by 360Connext

What is Your Team Saying — And Hearing — When it Comes to CX? Customer experience is a broad, often misunderstood topic. To deliver consistent, positive experiences, you need consistent, positive communications.

2020 143

Is social engineering damaging your contact center?

Talkdesk

Due to the pandemic, 2020 has been the year where many organizations have transitioned to a work-from-home (WFH) model to ensure employee safety. In addition, businesses worldwide have experienced drastic fluctuations in customer demand, as COVID-19 brought uncertainty to a lot of industries.

Frontline Call Center Partners with VBurchett Consulting to Improve Patients' Experiences

Frontline Call Center and VBurchett Consulting are joining forces in modern patient care with a new patient engagement center that utilizes telemedicine.