Callminer

JANUARY 14, 2014

New Forrester research predicts investment in analytics for 2014 & 2015; IBM Watson announcement confirms that IT purchasing is on the rise.

Analytics 182

Analytics 182

Win the Customer

JANUARY 9, 2014

'Forget the statistics, take good care of your employees and they''ll take good care of your customers. Employee happiness is the key to customer success.

Customer Service 145

Customer Service 145

PeopleMetrics

JANUARY 29, 2014

'At every level of sports, there are coaches. And at every level of coaching, there is disagreement about how to measure a coach’s performance. Even with significant advances in how teams evaluate performance, it can be difficult to quantify “coaching” as a variable. Is it a coincidence that some of the most respected coaches of all time ( Phil Jackson , Bill Belichick ) have coached some of the greatest athletes of all time (Michael Jordan, Tom Brady)?

Coaching 96

Coaching Best practices Surveys Feedback 96

GetFeedback

JANUARY 28, 2014

This week we added something fun that many users have been requesting: the ability to personalize online surveys with custom variables.

Surveys 60

Surveys Personalization 60

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Amity

JANUARY 30, 2014

Is 2014 the year of Customer Success? Instead of asking the magic 8-Ball oracle, we turned to 8 exceptional customer success professionals and asked them to share their insights on the future of the industry. It is abundantly clear that the future is very bright for customer success! 1. Generating a Deep Understanding of Business Drivers. As we move into 2014, companies will be more focused than ever on the customer centric organization.

Chief Customer Officer 48

Chief Customer Officer SaaS B2B Metrics 48

Callminer

JANUARY 8, 2014

Contact metadata is an important and often overlooked factor for successful speech analytics deployments. Read more on CallMiner's blog!

Analytics 182

Analytics 182

Win the Customer

JANUARY 7, 2014

'In an instant, mobile users read customer reviews, research products, and compare prices; the mobile customer experience is key for today’s informed customer base. In the 20th century, marketing was markedly different from the industry it is today. Companies would display ads on television, billboards and in print where potential customers were likely to see […].

Marketing 134

Marketing Customer Experience Technology 134

TASKE Technology

JANUARY 16, 2014

Happy New Year. At this time of year, we often make personal resolutions intended to improve our sense of well-being. Your contact center likely has targets that help you determine whether you’re meeting or exceeding standards for service, which directly affect the well-being of your organization. This is a good time of year to review those targets and make sure they’re in line with expectations.

Service level 40

Service level Abandon Call Transportation Call Center 40

GetFeedback

JANUARY 6, 2014

Use these seven tips to improve your engagement, brand perception, and response rates.

Surveys 60

Surveys 60

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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

Surveys

Amity

JANUARY 22, 2014

Dave Strang from Achievers replies to a audience question at the Customer Success Meetup event on January 22, 2014. Have you set your Customer Success New Year’s Resolutions yet? If not, you can find inspiration from members of the Customer Success Meetup group. Last night, the third meetup event was held at the headquarters of Achievers. The event consisted of a panel discussion.

Chief Customer Officer 48

Chief Customer Officer Sales Customer Care Surveys 48

ForeSee

JANUARY 28, 2014

'With cultural differences come differences in needs, wants and expectations, and it’s up to organizations that cater to large international groups to ensure they are providing the right experience to. The post Tailoring the Customer Experience to Spanish Speakers in the U.S. appeared first on ForeSee.

Customer Experience 40

Customer Experience Analytics 40

Customer Interactions

JANUARY 30, 2014

'Security technology is moving into the spotlight in 2014, and this goes well beyond its capabilities in the control room. Here are my predictions for nine key physical security trends this year. PSIM – the next wave of adoption Airports, utilities, mass transit, seaports and cities have all been early adopters of PSIM. In 2014 I believe we’ll begin to witness the next wave of PSIM adoption, especially within higher education and banking organizations.

Big data 33

Big data Education Analytics Government 33

Win the Customer

JANUARY 20, 2014

'Clarity of expectation, perhaps the most basic of employee needs in the workplace, is critical to customer service performance. Do your customer service agents really know what is expected of them? Or better yet, do they know what a successful result of their work looks like? Approximately half of American workers are unclear about what […].

Customer Service 134

Customer Service 134

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Experience

TASKE Technology

JANUARY 16, 2014

Happy New Year. At this time of year, we often make personal resolutions intended to improve our sense of well-being. Your contact center likely has targets that help you determine whether you’re meeting or exceeding standards for service, which directly affect the well-being of your organization. This is a good time of year to review those targets and make sure they’re in line with expectations.

Service level 40

Service level Abandon Call Transportation Call Center 40

Brad Cleveland Blog

JANUARY 8, 2014

Until recently, the most significant developments in customer service have been those envisioned and implemented by organizations—e.g., 800 numbers, routing systems, web-based services, multimedia capabilities, and real-time analytics, to name just a few.

Analytics 20

Analytics Customer Service Customer Experience 20

Amity

JANUARY 6, 2014

It’s the sixth day of 2014, and the start of a brand new year signals New Year’s resolution time! Typically, resolutions are personal in nature, a goal to lose weight, eat healthier or exercise more. Most practitioners will often make professional New Year’s resolutions and use them as a guide and a reminder of how to do things better or different from last year.

Management 48

Management Finance Marketing Sales 48

ForeSee

JANUARY 28, 2014

'by David Karandish, CEO of Answers I’ve spent the past month working with the ForeSee and Answers executive teams on how best to enable ForeSee to meet the ever increasing. The post Announcing Answers Cloud Services: A Powerful Platform for our Clients appeared first on ForeSee.

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40

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

Feedback

Customer Interactions

JANUARY 16, 2014

'We make decisions in split seconds all the time. But few are as critical as those made during 9-1-1 calls. Ensuring that those decisions lead to an optimal outcome can be the difference between life and death. Due to the critical nature of 9-1-1 emergency communications, maintaining effective responses is something we all need and want. It is the reason that most, if not all PSAPs, have some form of quality assurance (QA) procedure.

Telecommunications 33

Telecommunications Coaching Metrics Technology 33

Win the Customer

JANUARY 5, 2014

'The way you express yourself in your customer service interactions will determine whether your message will be received in a positive or negative way.

Customer Service 142

Customer Service Customer Experience 142

Win the Customer

JANUARY 10, 2014

'Most companies that set out to deliver better customer service today fall short of creating a customer experience that creates customer loyalty.

Customer Experience 140

Customer Experience Customer Service 140

Win the Customer

JANUARY 1, 2014

'It’s difficult to catch decision makers at their desks most of the year, but this doesn’t mean that you can forget customer service when you contact customers. Look, I know how you feel. Calling all day, every day, reaching voicemails or getting transferred straight into voicemail without the line ever ringing. I’ve been there, I’ve […].

Customer Service 122

Customer Service Contact Center Call Center 122

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

Contact Center

Win the Customer

JANUARY 20, 2014

'The emotional bond of customer loyalty may not appear on your business''s bottom line, but is critical to the survival of your organization.

Customer Experience 135

Customer Experience 135

Win the Customer

JANUARY 4, 2014

'Most businesses fail to understand is that when you lose customer service focus it''s actually more costly to your business than great customer service.

Customer Service 128

Customer Service Customer Experience 128

Win the Customer

JANUARY 8, 2014

'In order to increase your customer conversion rates, you need to optimize every channel and medium through which you interact with customers.

Customer Service 133

Customer Service 133

Win the Customer

JANUARY 15, 2014

'Customer service providers are caretakers of customer trust and must go above and beyond to deliver results that customers want.

Customer Service 139

Customer Service 139

Advertiser: ZoomInfo

Longer sales cycles. Increasingly discerning buyers. More meetings. Intensifying competition. Economic uncertainty. Go-to-market teams of every size, in every industry, are grappling with these challenges firsthand. Thankfully, there’s an answer. We’ve developed an entirely new way for GTM leaders to identify and execute proven, data-driven strategies that drive revenue.

Sales

Win the Customer

JANUARY 17, 2014

'The easiest way to make sure that you deliver exceptional customer service is to know exactly what your customers want.

Customer Service 145

Customer Service Call Center Customer Experience 145

Win the Customer

JANUARY 6, 2014

'We are living in an era of constant customer engagement. And customer engagement is more complex today with higher expectations from informed customers.

Customer Experience 126

Customer Experience Management 126

Win the Customer

JANUARY 3, 2014

'This simple blueprint is a guide for how to overhaul and improve customer experience and enhance customer engagement in just one year.

Customer Experience 131

Customer Experience Management 131