Experience Investigators by 360Connext
DECEMBER 15, 2020
Listen to this article. There are times when it’s important to pause, calibrate, and plan for what’s next. The end of the calendar year is a great time for this, but there are others: The end of your fiscal year. As you wrap one quarter and prepare for the next. Before budgeting season. Any time changes demand you assess and adjust your goals, strategy, and tactics.
Comm100
DECEMBER 15, 2020
If you’re reading this, you’re probably already sold on the value of adding live chat to the list of technologies that you offer your clients. (If you’re not, will cover it quicky in this blog later). Now, you’ll be deciding which live chat vendor you should choose to partner with to help your clients take their customer service & support up a level.
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Totango
DECEMBER 15, 2020
Customer success is the key to building strong customer relationships. When your brand helps your customers succeed at their goals, they want to continue your relationship. Customer success nurtures the positive experiences of your brand, promoting repeat business and retention. In this blog, you’ll learn: Why customer success is so important. How customer success drives customer experience.
Vanilla Forums
DECEMBER 15, 2020
Hello and welcome to the end of 2020! It’s been quite the year here at Vanilla, and despite all the twists and turns, it hasn’t slowed our teams down. Most recently, we wrapped up our Conversations event in November, which showcased over 35 speakers across the industry and gave us a chance to highlight all the functionality that’s been added to Vanilla over the past year.
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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.
Maru Group
DECEMBER 15, 2020
It’s no surprise to anyone that Christmas is going to feel a little different this year. That’s why we’re pleased to continue our Reinventing the Holidays series focusing on the central question of what does the 2020 holiday season hold for consumers and brands alike? With so many risks, and so many parts of our lives transformed by COVID-19, how can we still make the biggest shopping holiday of the year feel special?
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
delighted
DECEMBER 15, 2020
It’s no secret that capturing feedback from clients, employees, and potential customers is essential for building a foundation in experience management. But, organizing and standardizing team processes around feedback data can seem daunting, especially if it’s a manual process. That’s why we’re excited to announce three key integrations available to you today!
Bizagi
DECEMBER 15, 2020
What is Process Modeling? Process modeling is the graphical representation of business processes or workflows. Like a flow chat, individual steps of the process are drawn out so there is an end-to-end overview of the tasks in the process within the context of the business environment. Modeling allows visualization of business processes so organizations can better understand their internal business procedures so that they can be managed and made more efficient.
Integrity Solutions
DECEMBER 15, 2020
Effective sales coaching yields results, and sales leaders intuitively seem to understand this. So where’s the disconnect? Why isn’t everyone putting their energy and attention behind something they know will deliver results? You don’t have to look far to find another article or blog post talking about the importance of coaching in the workplace. Productivity, retention, engagement, adaptability and performance are just a few of the benefits coaching has been shown to deliver.
One Millimeter Mindset
DECEMBER 15, 2020
If everyone is an internal client of everyone else in your organization, then who are your customers? Each time I ask this question at speaking engagements , workshops or coaching sessions , attendees engage in a flurry of activity. First, they create top-of-mind lists of internal clientele they serve. Next, we conduct the forensic portion of this exercise.
Speaker: Aja Bradley Kemp, Founder & Chief Experience Officer at Conversate Collective
In a world where every brand is vying for attention, how do you make your events stand out? ✨ From creative swag strategies to immersive brand experiences, the key lies in fostering real connections that inspire action and leave a lasting impression. Whether you're planning a large-scale conference or an exclusive executive gathering, this session will explore how to elevate event engagement, strengthen brand perception, and maximize ROI.
ShepHyken
DECEMBER 15, 2020
Know Your Customers. The Digital, Personalized Customer Experience of the Future. Shep Hyken interviews Gabriele Masili , Global VP and Chief Technology Officer of Customer Experience & Success at Microsoft. They discuss strategies for building a successful, digital customer experience without sacrificing the human connection. Top Takeaways: Customer success and customer support are related, but different.
Strikedeck
DECEMBER 15, 2020
Vincent Manlapaz, in an interview with Mary Poppen talks about managing customer expectations. How do we support customers amid this global pandemic and the lessons it teaches us?
CXApp
DECEMBER 15, 2020
Like it or not, the world is a different place now than it was even just a half a year ago. Everyone, and every business, has been affected.
Forrester's Customer Insights
DECEMBER 15, 2020
What do you do when you absolutely must get your vaccine to the destination on time and keep it very, very cold? Advances in Internet of Things technologies are make it possible to monitor temperatures of vaccine shipments in transit. On December 11, 2020 the US Food and Drug Administration gave its stamp of approval […].
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Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
NobelBiz
DECEMBER 15, 2020
What is really a mental health issue? How does it manifest itself at work? And what are the consequences in a call center? To better understand this problem, which is unfortunately still taboo, and to provide answers that will help support employees and owners. The post Learn About Mental Health And Stress Among Call Center Employees appeared first on NobelBiz®.
Forrester's Customer Insights
DECEMBER 15, 2020
This progress from methodology vendors is encouraging for sales leaders, sales enablement teams, and for the vendors themselves.
iPerceptions
DECEMBER 15, 2020
Looking for a customer engagement CRM solution, or looking to switch to a new one? Here are some ideas to help get your research started. The post CRM Selection Checklist: How to Find the Right Customer Engagement Solution for You appeared first on Astute.
Interactions
DECEMBER 15, 2020
We’re pleased to announce we are open-sourcing Odin, a lightweight framework for automating machine learning workflows. Odin is a compact, efficient codebase that orchestrates and runs ML workflows, supporting parallel execution of pipeline steps and using a simple Git-backed configuration to describe processing pipelines. Odin provides a simple API for launching and monitoring jobs and resources over a cluster.
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With IT budgets projected to grow 9.8% in 2025, leaders must invest wisely—not just cut blindly. This whitepaper introduces The Future-Proof IT Cost Optimization Model, a framework to reduce costs while maintaining service quality. Learn how Cloud Efficiency, AI-Powered Workforce Automation, Vendor Optimization, Cybersecurity Resilience, and Unified Communications can drive savings and improve efficiency.
Forrester's Customer Insights
DECEMBER 15, 2020
I remember the first time I saw a Google Doc. It was sometime in 2008, and people interested in collaboration and “Enterprise 2.0” on Twitter were circulating a link to a list of like-minded tech professionals. I clicked on the link, and my jaw dropped. The document looked like it was alive. There were about […].
Myra Golden
DECEMBER 15, 2020
Last week I told you about De-escalation Academy, and immediately I got a ton of questions. You might have questions, too. So, I’m sharing the top four questions that I answered for new students last week. What is the total time commitment for the Academy? The total classroom training time is 75 minutes, spread out over four days. I build your employees’ confidence and guide them through getting angry customers to back down in short segments (no more than five minutes per piece).
Perceptive
DECEMBER 15, 2020
Christmas has always been an important time of year for Kiwi consumers—and the businesses they buy from. However, 2020 has seen the mindset and behaviour of many New Zealanders shift. Over the last nine months, nesting has come to the fore as people sought to improve the comfort and functionality of their homes. We’ve seen a resurgence to buy local , and a normalisation of flexible working brought on by necessity.
NobelBiz
DECEMBER 15, 2020
What is really a mental health issue? How does it manifest itself at work? And what are the consequences in a call center? To better understand this problem, which is unfortunately still taboo, and to provide answers that will help support employees and owners. We will look in-depth at this issue and what strategies can be adopted by contact centers.
Speaker: Jennifer Hodroge, Omni-Channel Strategic Leader, Forrester CX Certified
Marketers know that personalization is the key to engagement—but with limited budgets and time, how do you prioritize what, where, and how to personalize? Aligning your content, campaigns, and buyer experiences requires a deep understanding of customer needs. In this new webinar with expert Jennifer Hodroge, we’ll explore how to leverage insights and customer journey mapping to build personalization strategies that deliver real impact.
SurveySparrow
DECEMBER 15, 2020
The phrase Employee Satisfaction is used to denote how satisfied employees are with their work environment. How satisfied employees are with their jobs plays a key role in their overall well being. Satisfied employees tend to be more productive, boosts up the team morale and are more likely to come up with innovative ideas. In short, Employee satisfaction is an important metric that indicates the overall health of an organization.
Confirmit
DECEMBER 15, 2020
NHBC is the leading warranty and insurance provider for new homes in the UK. NHBC run the only award scheme in the UK that recognizes the contribution a site manager makes to a development, called ‘Pride in the Job’ In this video, Matthew Ross, NHBC, share how they use Confirmit to drive their industry-leading award scheme. 2020 ACE Award winners in the Digital Success category.
Bold360
DECEMBER 15, 2020
This post originally appeared on our LogMeIn blog. —. Yesterday , SolarWinds , a widely used security and IT management tool , issued a security advisory notifying customers of a cyberattack to their systems that inserted a vulnerability within the SolarWinds® Orion® Platform software builds for versions? 2019.4 HF 5? and ?2020.2? with no hotfix installed ?
SMG CX
DECEMBER 15, 2020
Prioritizing the employee experience (EX) has never been more critical. From employees’ heightened standards of a safe + healthy work environment to the continuous need for improved diversity, equity, + inclusion (DEI) efforts, organizations must work harder to understand what matters most to employees and create the kind of employee-centric culture that wins their loyalty.
Advertiser: ZoomInfo
Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.
CSM Magazine
DECEMBER 15, 2020
You may lead the business industry in terms of your products but if your customer service is unsatisfactory and if it feels like a minefield to reach anyone for help, then most likely your Net Promoter Score (NPS) will suffer and customers will just continue to know about their rippled bad experiences. That’s why adacompliancepros.com is your go-to website when it comes to making sure your business and website is accessible and it includes everyone for better business framing.
SurveyGizmo
DECEMBER 15, 2020
Alchemer drives customer-centric transformation while safeguarding customer data. Louisville, Colorado, December 15, 2020 — Alchemer, one of the world’s leading customer experience (CX) and voice-of-the-customer (VoC) platform providers, today announced that it has earned ISO 27001 certification from NSF International. “Properly managing customer information and ensuring data privacy is critically important to our customers,” said, David Roberts, CEO of Alchemer.
CSM Magazine
DECEMBER 15, 2020
Richard Pinnington of Calabrio discusses how workforce management means so much more in challenging times. . “It was the best of times, it was the worst of times,” these immortal words are probably as true today as they were when Charles Dickens wrote a “A Tale of Two Cities” nearly 200 years ago. Certainly, at Calabrio we have seen how COVID-19 has triggered extreme opportunities and challenges for contact centres.
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