Customer Experience Customer Service Customers 
Experience Investigators by 360Connext
OCTOBER 11, 2024
When customers face a challenge and need help, customer service or support representatives are their heroes — and organizations have invested a lot of time to make customer support a breeze in a growing number of channels: Store representatives are trained to empathize with customers and know how to quickly get them tailored solutions in person.
Experience Investigators by 360Connext
JULY 23, 2024
Can understanding the difference between customer experience and customer service revolutionize your business strategy? Every single business leader should absolutely care about customer service, but you’ll hear why they should care about customer experience as well. Let’s talk!
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eglobalis
OCTOBER 30, 2024
AI tools enable faster, more efficient service delivery, enhancing employee satisfaction and customer experience. Leveraging AI cuts recruitment time by half, ensuring quicker staffing with quality candidates for better service continuity. Faster hiring process. Enhanced well-being.
Bill Quiseng
OCTOBER 9, 2024
So, I encourage you to remind yourself and your colleagues every day about each one of The Rule of Three QUI TAKEAWAYS to Customer Service and Customer Experience. I am here to tell you that if you’re not in the Top Three, you don’t even exist in the minds of your potential customers. Here’s why. Serve to CARE.
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The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus the phone amongst 18–35-year-olds—the first time online chat has eclipsed phone! JUST RELEASED!
ECXO
NOVEMBER 19, 2024
The Star Wars saga transcends its status as a beloved space opera, emerging as a rich source of insights and lessons that businesses can leverage to enhance customer experience. For businesses, this translates into the need to build strong relationships with customers.
ECXO
AUGUST 19, 2024
Customer Experience Experimentation: Your Final Frontier Introduction Customer Experience (CX) is a critical battleground in today’s competitive market. Experimentation validates hypotheses, uncovers areas for improvement, and ensures new initiatives resonate with customers.
It is not easy to de-escalate a conversation with a client, especially as a customer service rep. The last thing you want us to say is that it’s easy. Sometimes you just want to throw your computer out the window and walk out. But you don’t.
Speaker: Aarde Cosseboom, Contact Center & Customer Experience Advisor and Co-Host of the Another Cloud Podcast
In today's customer experience environment, many customers are looking to get immediate answers without having to talk to a live person. With so many options out there, how can you successfully add an Intelligent Virtual Assistant (IVA) to the phone channel to help your customers serve themselves?
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New research reveals 92% of business leaders would like to provide additional training to their customer service representatives. Soft skills training stands out as a priority area of investment and/or improvement.
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The Northridge Group’s State of CX 2023 Part II research report reveals that nearly 50% of consumers surveyed had knowingly spoken to a customer service associate working from home—and almost 75% of those respondents felt the associate's location did not impact the service or experience.
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Part II of The Northridge Group’s State of CX 2023 report reveals 93% of business leaders surveyed believe their companies make it easy for customers to resolve issues. Only 66% of customers agree.
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
Speaker: Gary Davis, SmartAction CEO
Understanding the work involved before and after you deploy a virtual agent makes all the difference between a poor customer experience and one that’s on par with your best live agent. How automating a customer service call isn’t as simple as using a script from a human interaction.
Speaker: Vicki Brackett, Author and COO of Sinousia
To provide a better customer experience, build brand loyalty and increase your revenue and bottom line, keeping your employees engaged is critical. The most important asset of any call center are the employees. This can be hard to do. Even when you feel like you have this nailed down, your tactics could become stale.
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