Browse all customer experience content below.

Featured Resource

"Your Call Is Important to Us": Customer Service vs. Customer Experience 

The customer experience is spread across the organization, beyond IT, making it much harder to envision and manage effectively. As a result, many companies have fallen into the trap of providing inadequate and sometimes downright poor support to their customers. Read more...

 

 
Inclusion is not just a box to be checked off for a public relations advantage. A diverse and inclusive workforce offers advantages to the bottom line for a business. Learn how to enlist frontline workers for the best results with any inclusion initiative.
Tag(s): supportworld, communications skills, customer service, ethics, people, best practice, collaboration
December 16, 2020

 
At a time when so much is unknown, it is more vital than ever to strengthen the leadership skills that can help you steer your team through murky waters. Here are three concepts of leadership to consider as you retool for 2021.
Tag(s): supportworld, best practice, quality management, professional development, project management, relationship, communications skills
December 8, 2020

 
An overview of how to construct training that meets your company’s specific needs and budget, with tips on how to get approval for the program, how to work within a tight budget, and what alternatives to consider to the traditional outside trainer.
Tag(s): supportworld, best practice, culture, employee engagement, employee satisfaction, training, quality management
December 7, 2020

 
The only way for managers to help their team stay engaged is to stay engaged themselves. Here are some suggestions for ways to keep the batteries recharged in the face of so many demands on your time as a team leader.
Tag(s): supportworld, best practice, culture, employee engagement, performance management, process management, professional development, project management
December 2, 2020

 
While AI bias is a real issue, so is racism against an organization’s frontline workers. AI also can be utilized as a tool to combat racism and abuse, and to help us identify when to support team members when a racist incident occurs.
Tag(s): supportworld, service quality, business intelligence, change management, communications skills, customer service, ethics, incident management, people, problem management
December 1, 2020

 
Too often, new initiatives are derailed because frontline workers have not been brought in for input at the early stages of planning. If you include employee input, your organization might benefit, as employees will feel valued and want to see new processes succeed.
Tag(s): supportworld, best practice, culture, employee engagement, employee satisfaction
November 30, 2020

 
An inclusive customer experience can only be created when companies look inward to make sure the employee experience is as inclusive as possible. Here are some steps to take to ensure both outward and inward inclusion in your company or organization.
Tag(s): supportworld, employee engagement, employee satisfaction, customer experience, customer satisfaction, diversity
November 24, 2020

 
Metrics must reflect the increasing complexity of interconnected systems and services. But they must also do so in a way that shows the forest from the trees. Here is how to create and gather useful metrics about the true customer experience.
Tag(s): supportworld, best practice, customer-satisfaction-measurement, customer survey tools, dashboards, methodology, metrics and measurements
November 17, 2020

 
Too often, the service and support industry has a take-it-or-leave-it attitude, and neglects to ask what the customer wants and needs. Don’t just rely on customer surveys after resolved tickets - have conversations often, and keep asking how you can make the experience better.
Tag(s): supportworld, best practice, customer experience, communications skills, customer service, customer-satisfaction-measurement, customer satisfaction
November 16, 2020

 
Service level agreements are often driven and defined entirely by IT people without collaboration or agreement, and as such they are only concerned with measuring individual IT components, rather than the cumulative sum effect of these, as they are used. Here is a discussion of a different way.
Tag(s): supportworld, best practice, agile, business alignment, customer satisfaction, framework and methodologies, KPI, practices, relationship
November 11, 2020