NICE inContact

MAY 8, 2019

These are questions that keep contact center leaders up at night. The 2019 business wave of the NICE inContact Customer Experience (CX) Transformation Benchmark explores many of these questions at a global level. If your curiosity is piqued, the good news is that the full report is available as a free download.

Benchmark 54

Benchmark Contact Center Chatbots Self service 54

Global Response

MARCH 25, 2024

Gather data from surveys, customer feedback, web analytics, and other sources and compare it to your journey map. Integrating customer journey mapping into CX strategies An unused customer journey map does a company no good. Do your customers tend to have remaining questions when deciding to purchase? Let’s take a closer look.

Journey mapping 62

Journey mapping Banking Analytics Sales 62

Maru Group

NOVEMBER 12, 2020

To do this, we surveyed our tech savvy 1,500 member Tech Advisory Council consumer panel to ask them about their streaming media behaviors and their go-to digital services during the Summer of COVID. COVID & Streaming Content Curiosity. Yet not all streaming services have benefitted from an increase in content curiosity.

Entertainment 52

Entertainment Advertising Technology Marketing 52

Russel Lolacher

JUNE 13, 2022

Yes, good job. First question I asked every single person and it can be good, it can be bad, I guess it really depends on how you want to start your day when you relive this memory, which is I’m gonna start with you, Robin, what’s your best or worst employee experience? He’s like, No, I you do a good job.

Coaching 59

Coaching Engineering Personalization Feedback 59

ChurnZero

JUNE 18, 2021

It’s one last opportunity to make a really good impression. Q: Should you conduct one-on-one interviews using a survey format? A: The great thing with surveys is they can be done at scale. Surveys where they can type some sort of answer back would be medium data. They’re cheap. You have to guess the context.

Sales 98

Sales Surveys Scripts SaaS 98

Russel Lolacher

JANUARY 4, 2021

For example, like any curse of knowledge situation, digital types are very good at talking to digital types because they speak the same language, but that’s not culture change or inviting to an outside environment. And remember, there are NO “stupid” questions. That’s a bubble. Leaders lead.

Government 83

Government Surveys Coaching Personalization 83

ClearAction

MAY 18, 2017

Low survey response rates, capturing feedback at all important touch-points, selecting the right scales and questions, integration of customer data across systems, connecting the dots across VoC sources, linking VoC with operational and financial data, or driving customer experience (CX) excellence?

Feedback 54

Feedback Surveys Benchmark Analytics 54

ChurnZero

JUNE 5, 2020

Of course, you need good bones and strong foundation to build from—no aesthetic enhancements (or amount of shiplap) will remedy a weakening structure. Have you ever experienced a situation where your boss asks you a question that you know you should have an answer for but don’t? Good enough doesn’t mean good forever.

Feedback 64

Feedback SaaS Best practices Upselling 64

Totango

NOVEMBER 5, 2021

During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. Check out a recap of some of the questions and answers from the session below. What is a good recommendation? . Getting Started: Tips for Implementing an Effective Customer Engagement Strategy.

Journey mapping 110

Journey mapping Accountability Marketing Metrics 110

Lumoa

APRIL 14, 2021

Although it’s evident that customer experience is a good thing to focus on, why is it still such a struggle to link improved customer experience with revenue growth and other operative metrics? Johanna: Good question. But in that situation, and environment, it was sort of a revolution.

Customer Experience 94

Customer Experience Metrics Feedback Customer centricity 94

Integrity Solutions

SEPTEMBER 28, 2023

When you add real value through problem solving, asking questions and continually presenting new ideas and insights, your customers will view you as a trusted advisor and partner, not just a vendor. Customers expect to have their needs and opportunities looked out for. In the banking sector this is especially apparent.

Customer Service 110

Customer Service Coaching Contact Center Banking 110

Totango

NOVEMBER 5, 2021

During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. Check out a recap of some of the questions and answers from the session below. What is a good recommendation? . Getting Started: Tips for Implementing an Effective Customer Engagement Strategy.

Journey mapping 84

Journey mapping Accountability Marketing Metrics 84

Russel Lolacher

JULY 4, 2022

Okay, good. So I want to start with the question I asked every single member of the of the show every guest, what’s your best, or worst one or the other employee experience you’ve had in your journey? Hey, Nate, we see you’re doing a good job, keep it up. ” Have you ever seen that question?

Personalization 52

Personalization Employee engagement Customer Experience Scripts 52

CX Journey

NOVEMBER 2, 2016

There are three main components of any good CX strategy: An understanding of where the company is today, The desired future state, and A plan for how the company will get there. If staff can remain calm, courteous, and professional when they’re flat out, they’ll certainly maintain good customer service standards when they’re not.

Consulting 67

Consulting Consulting Customer Experience Feedback 67

Totango

NOVEMBER 5, 2021

During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. Check out a recap of some of the questions and answers from the session below. What is a good recommendation? . Getting Started: Tips for Implementing an Effective Customer Engagement Strategy.

Journey mapping 62

Journey mapping Accountability Marketing Metrics 62

Vistio

FEBRUARY 1, 2022

Just out of curiosity, what was your major in college? The day-to-day is jumping around from two different brands and basically answering a lot of questions about fruit and learning a lot about fruit. Yeah, that is a great question. That brings me to my next question. Oftentimes we get bounced around a little bit.

Contact Center 52

Contact Center Customer Service Morale Engineering 52

JivoChat

JULY 26, 2023

Attractive design, convincing copy, and direct and compelling call to action (CTA) are some of the factors that create a good landing page. It can be, for example, subscribing to a newsletter, download an ebook, answer a survey, or buy a product or service. To have the question answered, which is “How much is my home worth?”,

Engineering 75

Engineering Analytics Advertising Marketing 75

ClientSuccess

AUGUST 27, 2019

Mentor Questions. Our “Mentors” questions are geared toward CSMs receiving mentorship directly from Director-level and above customer success leaders, in order to help them grow professionally. Question 1. Question 2. Question 3. Question 4. Let’s get started with this week’s post!

Feedback 40

Feedback Sales Metrics SaaS 40

CrazyCall

NOVEMBER 27, 2018

Are you surveying or encouraging your prospects to take an action? Answering these questions will help you define your goals and establish KPIs. They’re also good at helping agents retain information and avoid mistakes, and ensure all outbound calls remain consistent. The truth about scripts.

Outbound sales 64

Outbound sales Scripts Average Handle Time Sales 64

Vistio

JULY 11, 2022

Yes, such a reflective question, I suppose. And I do a lot of collaboration with other guys and gals in the industry and been doing it since the fall of 2019, about two and a half years, and it’s been really good. So yeah, there’s all interweaving themes and ideas that it’s good to keep an eye on.

Technology 52

Technology Self service Contact Center Analytics 52

Russel Lolacher

MAY 8, 2022

In this episode of Relationships at Work, Russel chats with Neal Dlin , founder and Chief Human Experience Officer of customer and employee experience consultancy Chorus Tree, on intention and action alignment at work, including how it can impact culture, the role of leadership and employees, and how curiosity can help. Russel Lolacher.

Consulting 52

Consulting Consulting Personalization Contact Center 52

Russel Lolacher

APRIL 24, 2023

Good to be with you. Russel Lolacher I have to ask the question I asked all my guests, which I’m really curious about from your storied career. Russel Lolacher Our topic today is really getting into that leadership model and its influence good or bad on on a culture. Love that but belonging nowadays generally always good.

Coaching 52

Coaching Employee engagement Consulting Consulting 52

RapportBoost

DECEMBER 10, 2018

In many contact centers, agents are burdened with simple repetitive tasks like resetting passwords, checking balances, responding to basic questions. And I think one of the things I find really good about chat is. This takes time and hurts both the agent’s job satisfaction and customer’s satisfaction. One thing that we see is that.

Customer centricity 40

Customer centricity Contact Center Self service Journey mapping 40

Russel Lolacher

JANUARY 2, 2023

Real experiences good and bad leadership. How bad and good experiences can have life long impacts to employees. What to do if leadership doesn’t want to model good culture. Scott, I have to start off with the question I ask all guests, which is what’s your best or worst employee experience, sir? KEY TAKEAWAYS.

Personalization 52

Personalization Employee engagement Management Banking 52

LiveChat

APRIL 30, 2018

Well, curiosity always wins. These are just a few questions that can keep you up at night. By conducting SMS surveys you’ll not only learn how to improve your products and services, but also make your customers feel happy and appreciated. Also, SMS-based surveys have high conversion rate. You’ve got a new message!

Marketing 31

Marketing Sales Feedback Surveys 31

Netomi

JANUARY 5, 2022

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Help Scout

JULY 20, 2021

Here are some other traits that you may want to look for when interviewing: Curiosity. Hubspot cited a Customer Contact Council survey based on 75,000 customers. Customer Effort Score : a survey sent after a support interaction where a customer can rank how hard or easy it was to get their issue resolved. Problem solving.

Sales 145

Sales Feedback Metrics Surveys 145

Help Scout

NOVEMBER 13, 2018

This means I’m equally empowered to tell someone we aren’t a good fit as I am to go over the top in working hands-on with a customer to see them be successful.”. One approach is to visit Google and read Yelp reviews, then narrow it down to 10 restaurants that meet your criteria and have good reviews. Zainab Allawala, Account Executive.

Sales 45

Sales Accountability Self service Consulting 45