NICE inContact

MARCH 15, 2021

And with a lot of those challenges continuing in 2021, many contact centers are still struggling to manage with a variety of issues. The challenges of 2020 put contact centers agility to the test.

Contact Center 285

Contact Center Management Trends 285

Comm100

MARCH 30, 2021

The customer panic caused by the pandemic has had lingering effects on business: companies are being called to do more with less, with over 80% of consumers expecting more empathetic or more responsive service in 2021. Why is 2021 the year for omnichannel customer engagement? All for free, forever! Sign Up Free. Comm100 Free.

Omni-Channel 264

Omni-Channel Customer Engagement Engagement Social Media 264

Experience Investigators by 360Connext

OCTOBER 5, 2021

The post Happy CX Day 2021! Build those relationships to partner with other leaders to make a bigger impact. And understand that baby steps lead to big things. . Thank you for making your customer’s experience a better one! How to be a Change Agent at Your Organization appeared first on Experience Investigators.

Customer Journeys 367

Customer Journeys Social Media Contact Center How To 367

Alida

DECEMBER 2, 2021

And now, in 2021, Gartner has positioned Alida as a Visionary in its latest 2021 Gartner® Magic Quadrant™ for Voice of the Customer. Alida has been a significant voice of the customer (VoC) vendor for over two decades. Last year, Gartner included us in its 2020 Gartner® Magic Quadrant™ for Voice of the Customer.

Customers 49

Customers 49

Lumoa

NOVEMBER 19, 2021

The Slush 2021 event features two days full of stage programs in addition to several side events, roundtable discussions, and facilitated workshops. The post Lumoa x Slush 2021 appeared first on Lumoa.

Meeting 195

Meeting Customers 195

Kerry Bodine

SEPTEMBER 19, 2021

Part 1 will run from 8:00am – 12:30 PT on Wednesday, October 27 & Thursday, October 28, 2021. Part 2 will run from 8:00am – 12:30 PT on Wednesday, November 3 & Thursday, November 4, 2021. The post Virtual Journey Mapping Bootcamp: October / November 2021 appeared first on Bodine & Co.

Customer Journeys 41

Customer Journeys Customer Experience How To Customers 41

Kerry Bodine

OCTOBER 11, 2021

As I looked at Comparably’s recent ranking of the 100 companies with the happiest employees in 2021, something struck me: In one way or another, many of top-scoring companies have a strong focus on customer experience. The post The Happiest Employees of 2021 — And Their Connections to Customers appeared first on Bodine & Co.

Connections 227

Connections Employee Engagement Study Employee Experience 227

GetFeedback

DECEMBER 2, 2020

It’s also a valuable tool you can leverage to boost retention in 2021. Relational NPS is a great check in with customers. Here's what we learned from our CX leader roundtable.

NPS 248

NPS Tools Customers 248

Comm100

JANUARY 21, 2021

If 2021 is the year that you want to find the best live chat software for your small business, then read on to find out everything you need to know about small business live chat software. The post Small Business Guide to Live Chat in 2021 appeared first on Comm100. Get Comm100 Free. Comm100 Free.

Video 246

Video Social Media Software Knowledge Base 246

Storyminers

JANUARY 20, 2021

The post The Power List of the Top 200 Thought Leaders to follow in 2021 appeared first on StoryMiners. Traverse turbulent waters and navigate change with Mike Wittenstein, the founder of STORYMINERS as he explains the art of storytelling. ‍ Interview | LinkedIn | Twitter. ‍ Read the full list here.

Leadership 246

Leadership Culture Employee Experience Resources 246

Calabrio

MAY 3, 2021

David Flores from GreenPath Financial Wellness is named a finalist in the 2021 ICMI Global Contact Center Awards for Best Contact Center Manager. The post Plotting the right (Green)Path: Calabrio Customer is a Finalist in the 2021 ICMI Global Contact Center Awards appeared first on Calabrio.

Contact Center 264

Contact Center Leadership Financial Survey 264

GetFeedback

DECEMBER 16, 2020

COVID-19 catapulted CX to the top of company priorities—but are these trends here to stay? Find out three top findings from our recent CX study and discussion with senior CX leaders.

Trends 459

Trends Customer Experience Study Customers 459

Kerry Bodine

JULY 25, 2021

Part 1 will run from 8:00am – 12:30 PT on Tuesday, September 21 & Wednesday, September 22, 2021. Part 2 will run from 8:00am – 12:30 PT on Tuesday, September 28 & Wednesday, September 29, 2021. The post Virtual Journey Mapping Bootcamp: September 2021 appeared first on Bodine & Co.

Customer Journeys 177

Customer Journeys Customer Experience How To Customers 177

Kerry Bodine

APRIL 7, 2021

Part 1 will run from 8:00am – 12:30 PT on Tuesday, May 4 & Wednesday, May 5, 2021. Part 2 will run from 8:00am – 12:30 PT on Tuesday, May 11 & Wednesday, May 12, 2021. The post Virtual Journey Mapping Bootcamp: May 2021 appeared first on Bodine & Co. Step 2: (In)validate your hypotheses with customers.

Customer Journeys 35

Customer Journeys Customer Experience How To Customers 35

Uniphore

JUNE 16, 2021

How to Train and Onboard (Work From Home) Contact Center Agents in 2021. How do you shorten the learning curve in the contact center and retain more agents when 91% of agents are likely to quit in 2021? There’s a Better Way to Develop High-Performing Contact Center Agents In 2021. Did you know?

Contact Center 204

Contact Center Training Call Center How To 204

C3Centricity

JANUARY 3, 2022

It has moved from second position, to take the top spot in 2021. The 6 Best Ways to Show you Respect your Customers. This is another evergreen post that has been popular amongst our readers for several years. The article shows you how to connect with your customers and gather their information.

Customer Centricity 230

Customer Centricity Customer Journeys Connections Tips 230

ShepHyken

DECEMBER 30, 2020

As we moved into summer, my projection for normalcy moved to early 2021. Now, I’m thinking it will be late 2021. So, here’s to a realistically optimistic 2021. The post A Realistically Optimistic 2021 appeared first on Shep Hyken. I continue to plan and adjust accordingly. I don’t like this way of thinking.

Customer Service Training 157

Customer Service Training Training Customer Service Customer Focused 157

Uniphore

OCTOBER 14, 2021

Its 2021 Hype Cycle for Natural Language report focuses on the latest, critical NLT innovations and how IT leaders should explore and integrate each of these capabilities into their technology stack. The post 2021 Gartner® Hype Cycle™ for Natural Language Technologies appeared first on Uniphore. and/or its affiliates in the U.S.

Technology 182

Technology Chatbots Innovation Policies 182

ShepHyken

JANUARY 6, 2021

So, here are my Top 10 Predictions for 2021: Customers continue to get smarter. The word for 2021 will be empathy. The post Shep’s 2021 Top 10 Business Predictions appeared first on Shep Hyken. Every year I write my customer service and customer experience (CX) predictions in my Forbes.com column.

Self Service 172

Self Service Chatbots Customer Relationship Management Customer Service Training 172

Kerry Bodine

NOVEMBER 30, 2020

2020 has been a year … And we’re crossing every finger that 2021 is going to be brighter and better. by December 31 to earmark it for 2021 training or consulting services — and get bonus gifts to make the most of your money. The post Cyber Monday Sale: 4 Offers To Make The Most Of 2021 appeared first on Bodine & Co.

Customer Journeys 35

Customer Journeys Sales Roadmap Consulting 35

Kerry Bodine

APRIL 7, 2021

Part 1 will run from 8:00am – 12:30 PT on Tuesday, May 4 & Wednesday, May 5, 2021. Part 2 will run from 8:00am – 12:30 PT on Tuesday, May 11 & Wednesday, May 12, 2021. The post Virtual Journey Mapping Bootcamp: May 2021 appeared first on Bodine & Co. Step 2: (In)validate your hypotheses with customers.

Customer Journeys 156

Customer Journeys Customer Experience How To Customers 156

NICE inContact

DECEMBER 16, 2020

It's tempting to put 2020 behind us and move on, but before you get out your shovel and put it in the ground, you should do some honest lessons learned about the past year and use the information to guide your 2021 contact center investments.

Contact Center 165

Contact Center Call Center Omni-Channel Trends 165

TechSee

MAY 19, 2021

COVID-19 has resulted in a further increase in demand for service, with a January 2021 survey indicating that 65% of U.S. Based on research , more and more companies will be taking customer emotions into account in 2021 and beyond. The post 7 New Technologies to Improve Customer Service in 2021 appeared first on TechSee.

Technology 159

Technology Self Service Customer Service Competitive Advantage 159

ShepHyken

MAY 10, 2021

15 Unique Ideas For Inspiring Brand Loyalty In 2021 by Expert Panel. Forbes) In this article, 15 members of the Forbes Agency Council share unique ideas for connecting with customers in a way that builds genuine trust and, in turn, brand loyalty in 2021. Customers are enjoying self-service options, so give them what they want.

Customer Service 163

Customer Service Net Promoter Score Self Service Knowledge Base 163

ShepHyken

MAY 24, 2021

Best Customer Retention Techniques for Startup in 2021 by Luke Fitzpatrick. Influencive) Here are some of the best customer retention techniques for startups in 2021, that’ll help you to not only retain and grow your customer base. The post 5 Top Customer Service Articles of the Week 5-24-2021 appeared first on Shep Hyken.

Customer Service 163

Customer Service Customer Retention Loyalty Retail 163

BlueOcean

OCTOBER 8, 2021

Over the course of my journey into better understanding the CXPA customer experience core competencies, I came away with some key learnings and real-world anecdotes that are especially relevant on the heels of CX Day 2021. The post CX Day 2021: A Reflection on My Customer Experience Journey appeared first on Blue Ocean.

Customer Experience 177

Customer Experience Contact Center Culture Study 177

ShepHyken

APRIL 30, 2021

. Customer Service Trends For 2021 . To meet their demands, we expect to see more technology in customer support in 2021, as well as a growth in omnichannel support strategies. Here are five customer service trends to watch out for in 2021:? . Modern customers want real-time interactions that are personalized and consistent.

Customer Service 154

Customer Service Chatbots Omni-Channel Analytics 154

ShepHyken

JULY 19, 2021

To maintain retail success in 2021 retailers will need to continue optimizing their digital experience. This article includes a summary of some key points along with some stats from my 2021 Achieving Customer Amazement study. The post 5 Top Customer Service Articles of the Week 7-19-2021 appeared first on Shep Hyken.

Customer Service 156

Customer Service Chief Customer Officer Contact Center Customer Service Training 156

ShepHyken

JANUARY 4, 2021

6 Ways to Boost CX in 2021 by Phil Britt. Smarter CX) With the new year just days away, it’s a good time to consider the best ways to boost customer experience in 2021. The post 5 Top Customer Service Articles For the Week of January 4, 2021 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Customer Service 156

Customer Service Retail Entertainment Tips 156

ShepHyken

JANUARY 25, 2021

How will CX evolve in 2021? The post 5 Top Customer Service Articles For the Week of January 25, 2021 appeared first on Shep Hyken. This is an excellent article that showcases five ways to create the perfect guest experience. Substitute the word guest for customer, client, member, patient, etc., Follow on Twitter: @Hyken.

Customer Service 164

Customer Service Guest Experience Loyalty Programs Hospitality 164