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Top UX metrics you should be using
GetFeedback
JANUARY 31, 2021
Simplifying CX Youtube series episode on the three most important UX metrics and how to measure them. Videos
Sat.Jan 30, 2021 - Fri.Feb 05, 2021
2021: Emerging AI trends in the telecom industry
TechSee
FEBRUARY 1, 2021
No longer limited to providing basic phone and Internet service, the telecom industry is at the epicenter of technological growth, led by its mobile and broadband services in the Internet of Things (IoT) era. This growth is expected to continue: the IoT telecom services market was estimated to grow from $2.90 billion in 2016 to $17.67 billion in 2021, at a CAGR of 43.6%. The driver for this growth? Artificial intelligence (AI). Emerging trends in telecom sector.
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Loyalty and Retention Are Not Synonyms
SurveyGizmo
FEBRUARY 4, 2021
Loyalty and retention are not the same, but they are definitely related.
CX Success Stories – Butler Ag Equipment
Daniel Group
FEBRUARY 5, 2021
Butler Ag Equipment. Lynn Daniel, CEO, The Daniel Group, interviews Jodi Phillips, Marketing Manager, Butler Ag Equipment. They discuss how Butler “realized years ago it isn’t just about the scores in those surveys, it’s about how we’re treating customers.
Why Is Patient Engagement Important? | Frontline Group
Advertiser: 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.
5 Top Customer Service Articles For the Week of February 1, 2021
ShepHyken
FEBRUARY 1, 2021
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.
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CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
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The ultimate NRF 2021 recap
Talkdesk
FEBRUARY 5, 2021
5 key themes from retail’s virtual “Big Show”. Just as COVID-19 has transformed the global retail industry and forced millions of shoppers online , so too has the pandemic disrupted the industry’s flagship event.
PPT Solutions Wins Stevie Awards® for Call Center Consulting Practice of the Year and Customer Service Solutions Technology Partner of the Year
ppt solutions
FEBRUARY 5, 2021
TULSA, OKLAHOMA, February 5, 2021 – PPT Solutions, a premier provider of client-centric, performance-based Customer Experience and Contact Center Consulting Solutions, announced today it has been recognized by the 2021 Stevie Awards® as: Call Center Consulting Practice of the YearCustomer Service Solutions Technology Partner of.
Guest Post: 5 Tips to Improve a Bad Customer Experience
ShepHyken
FEBRUARY 5, 2021
This week we feature an article from Skylar Ross, contributor at Raincatcher. He writes about how to turn negative customer service interactions into positive experiences.
People with the Strongest Relationships are the Most Happy
The DiJulius Group
FEBRUARY 3, 2021
6 Quick Tips to Help you Make Price Irrelevant 1.
How Call Lifecycle Details Help Increase Customer Satisfaction
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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!
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How to Build the Business Case for Customer Success
Totango
FEBRUARY 5, 2021
Our increasingly customer-centric economy has established Customer Success as critical to every business’s overall strategy. Any CS team member knows that happy customers make for a thriving enterprise, but the same cannot always be said for C-level executives or your board of directors.
Customer sentiment analysis: Get actionable insights in seconds
BirdEye
FEBRUARY 4, 2021
If you’ve ever stared down an Excel sheet filled with thousands of rows of customer feedback and felt overwhelmed, you’re not alone. It’s a daunting task to identify sentiment themes and turn that data into actionable insights that your team can strategically leverage.
The Problem Isn’t the Employee, It’s the System
ShepHyken
FEBRUARY 3, 2021
Here’s a true story shared by my friend and speaking colleague Beth Terry. The short version is that there is a doctor, who is probably a good doctor. But he’s a terrible boss.
TechSee AI Team – Blazing new paths in AI innovation
TechSee
FEBRUARY 1, 2021
TechSee has been out there since 2015 driving change with innovation, working to make a difference. How, what and why? In a nutshell, we’re reinventing and revolutionizing AI-powered remote support capabilities. Our technology allows contact center agents and technicians to remotely guide customers on how to fix and install their products using video, Computer Vision, AI and augmented reality.
The Best Sales Forecasting Models for Weathering Your Goals
Advertiser: ZoomInfo
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!
It’s time to Blend CX and Marketing
Daniel Group
FEBRUARY 3, 2021
It’s time to Blend CX and Marketing. Are you ready to blend your CX and Marketing plans for 2021? It is time to link the two for business success and happy customers! As you may know, CX continues to gain influence over price as a differentiator.
1 Thing All B2B Companies Can Do To Improve The Customer Experience
Kerry Bodine
JANUARY 30, 2021
This morning I sent an email to my payroll provider. Not to a generic inbox, but to the real live person who’s assigned my account. A moment later, I received the following auto response: “XXXXX XXXXXXX is no longer employed with us.
2020: The Year that Changed Customer Service and the Customer Experience, Forever
NICE inContact
FEBRUARY 4, 2021
In 2020, contact centers around the world tore up their customer service scripts. From Fortune 500 companies to small businesses to nonprofits, public-facing organizations faced a daunting task.
Customer Success Plans Promote Client Satisfaction
Totango
FEBRUARY 2, 2021
Customer success plans provide you with a powerful tool to help clients achieve their goals. With your product, they feel more satisfied with your brand, positioning your own business for success as well.
Measuring Up: Choosing the Right Score for Your Community
Speaker: Nichole Devolites, Director of Customer Experience at SecureAuth
On Tuesday, April 20th at 12 PM EDT as Nichole Devolites will share an exclusive webinar on the top three scoring systems (NPS, CSAT, and CES) and what they are used for. Register today for the webinar!
The metrics and technology you need to cut costs and improve customer experience
Talkdesk
FEBRUARY 4, 2021
Boost CX and operational efficiency with the right set of metrics and smart additions to your contact center tech stack. By now, many contact center agents have settled into their new remote work routines, and research shows that they may be in it for the long haul.
Achieving Customer Loyalty Amid the Rise of the Consumer
CSM Magazine
FEBRUARY 4, 2021
There is a shift in power going on, fuelled by greater access to information in the digital age, new technology and a broader variety of brands, products and services to choose from, today’s consumer are empowered like never before.
10 Excellent Ways To Celebrate Employee Appreciation Day | March 5th
SurveySparrow
FEBRUARY 2, 2021
“Oh, I can’t believe I have to work today as well.” ” “If only there were no concept of bills, I’d leave this job in a heartbeat.”
Community Platforms and Customer Success: The PB&J of Customer Engagement
Education Services Group
FEBRUARY 3, 2021
As technology and tools for Customer Success evolve, pioneers in the industry are testing out new engagement strategies every day. Even though “digital transformation” has become the buzziest of buzz words, it’s still a big deal in the CS world.
Customer Engagement Is a Two-Way Street
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Two-way engagement means creating opportunities for conversation. Go beyond the obvious step of responding to complaints and comments; your customers want and deserve more than that. Implement these four tips to boost your two-way engagement.
Why Content Moderation Services Is Important To Your Business?
Magellan Solutions
FEBRUARY 3, 2021
Content Moderation Services is an Essential Part of Your Business. What is Social Media Content Moderation ? Content moderation services changed how people process and digest information. Especially on social media content moderation.
From Boomers to Zoomers: Preparing banks for the greatest generational wealth transfer in history
Hero Digital
FEBRUARY 4, 2021
Baby Boomers are predicted to pass $8.8 trillion in assets to the generations following them over the next decade. Financial institutions need to be prepared to connect with these younger customers, taking into account how each generation’s bank relationships differ.
Top 3 Factors to Consider When Evaluating Customer Success Software Providers
ClientSuccess
FEBRUARY 1, 2021
As we head into a new year, many customer success teams are looking for new ways to up the ante with their customer success efforts.
BOIPA Selects ServisBot to Help Merchants Help Themselves
CSM Magazine
FEBRUARY 2, 2021
A new case study revels how EVO Bank of Ireland Payments Acceptance (BOIPA) improved the customer experience provided to merchants who use its payment terminals, in spite of the challenges created by the pandemic.
Frontline Call Center Partners with VBurchett Consulting to Improve Patients' Experiences
Advertiser: Frontline Group
Frontline Call Center and VBurchett Consulting are joining forces in modern patient care with a new patient engagement center that utilizes telemedicine.
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