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Imagine this: You want to evaluate your delivery experience and that requires sending out customer surveys after every delivery. However, managing this process manually feels overwhelming. So, what’s the solution here to ensure that the process goes on smoothly, every time, without any extra effort? The answer is survey automation. Survey automation has transformed the way businesses launch surveys and collect feedback by streamlining the entire process and eliminating the manual effort and hum
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. Call centers assist customers at any hour of the day, with expert scripts and knowledge bases designed to help them navigate even the trickiest situatio
Table of contents Key Takeaways: What is Customer Support Quality Assurance? 1. Retently as a Top QA Tool for Ecommerce and Retail 2. Medallia Agent Connect (former Stella Connect) 3. Loris AI 4. Playvox 5. MaestroQA 6. Zendesk QA (formerly Klaus) 7. EvaluAgent Final Thoughts: Choosing the Right QA Tool When customer interactions lack consistency and quality, it can lead to dissatisfaction, lost loyalty, and even negative reviews.
Customer feedback is critical to managing and improving your customer experience but it isn’t easy to get. Worse, it isn’t always useful and enlightening on what you are doing well, or perhaps more importantly, not so well. In this episode, we tackle a common problem many businesses face: how to get more actionable customer feedback. Our guest, Tim Waterton , Chief Revenue Officer of HappyOrNot ® , brings over 20 years of experience in helping companies gather and analyze customer insights.
Retailers know the clock is ticking–legacy SAP Commerce support ends in 2026. Legacy platforms are becoming a liability burdened by complexity, rigidity, and mounting operational costs. But modernization isn’t just about swapping out systems, it’s about preparing for a future shaped by real-time interactions, AI powered buying assistants, and flexible commerce architecture.
Businesses today face a dual challenge: shrinking consumer demand due to economic uncertainty and rising competition as brands battle harder for every dollar. These circumstances push consumers to be more selective, demanding higher standards of service and engagement. In other words, brands need more than quality products and services to stand out—they must deliver exceptional customer experiences.
This is a guest post by David Banaghan who is the Interim CEO at Occupop. The CIPD’s 23rd annual Health and Wellbeing at Work report will […] The post The ‘Always On’ culture: 5 ways businesses can mitigate the impact first appeared on Adrian Swinscoe.
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Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
This is a guest post by David Banaghan who is the Interim CEO at Occupop. The CIPD’s 23rd annual Health and Wellbeing at Work report will […] The post The ‘Always On’ culture: 5 ways businesses can mitigate the impact first appeared on Adrian Swinscoe.
Explore the reality behind AI Coaching in contact centers. We demystify the hype, define key concepts, and examine scientific findings to reveal what's truly possible when AI augments human coaching capabilities.
Agentic workflows are a fresh new perspective in building dynamic and complex business use case-based workflows with the help of large language models (LLMs) as their reasoning engine. These agentic workflows decompose the natural language query-based tasks into multiple actionable steps with iterative feedback loops and self-reflection to produce the final result using tools and APIs.
In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.
This post is cowritten with Ethan Handel and Zhiyuan He from Indeed.com. Indeed is the world’s #1 job site¹ and a leading global job matching and hiring marketplace. Our mission is to help people get jobs. At Indeed, we serve over 350 million global Unique Visitors monthly² across more than 60 countries, powering millions of connections to new job opportunities every day.
Traditionally, HR or employee experience (EX) leaders cared about employer value propositions (EVPs) and CMOs cared about employer brand. But EVP and employer brand are tightly linked, as their definitions suggest: Employer brand is the sum of what people outside your organization think about it as a place to work.
Customers across all industries are experimenting with generative AI to accelerate and improve business outcomes. Generative AI is used in various use cases, such as content creation, personalization, intelligent assistants, questions and answers, summarization, automation, cost-efficiencies, productivity improvement assistants, customization, innovation, and more.
The evolution of time and attendance systems has ushered in a transformation in the pursuit of organisational efficiency. These cutting-edge solutions have surpassed their humble beginnings as mere clocking devices, developing into catalysts for boosting productivity and streamlining operations across diverse industries. The journey from antiquated punch card systems to today’s sophisticated digital platforms is a testament to the remarkable technological strides.
What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
Modern organizations increasingly depend on robust cloud infrastructure to provide business continuity and operational efficiency. Operational health events – including operational issues, software lifecycle notifications, and more – serve as critical inputs to cloud operations management. Inefficiencies in handling these events can lead to unplanned downtime, unnecessary costs, and revenue loss for organizations.
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