ShepHyken
JANUARY 28, 2024
These companies “achieve 37% more effective new logo acquisition, 23% more effective account penetration, 22% more effective customer retention, and 13% higher earnings before interest, taxes, depreciation, and amortization (EBITDA) margins.” Consider these results from companies in the top quartile of the CX index.
ConvergeOne
MARCH 22, 2022
Virtual assistants can offer an incredible amount of help to your customer care organization. An Intelligent Virtual Assistant (IVA) uses input from the customer (or agent) to determine how it can best help them. Here’s another one: CUSTOMER: What is my checking account balance? CUSTOMER: Yes.
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Taylor Reach Group
MAY 24, 2018
Everyone is invited to attend this conference, and anyone in the workforce planning community can benefit from the informative workshops and opportunities to network with peers. SOCAP 2018 Data Reporting Workshop : June 12-13, Chicago, IL. SOCAP 2018 Quality Monitoring Workshop: June 13-14, Chicago, IL.
Aspect
NOVEMBER 30, 2017
For our customers, best practice exchange has been a solid pillar of our own Aspect customer care for many years. To understand more about how we can help you learn, collaborate and work together with other customers, contact your account manager.
Comm100
DECEMBER 19, 2017
Examples of CX objectives include; giving customers more control, creating partnerships that improve customer experience (e.g. Certain pitfalls must be avoided in this step, such as accounting for insufficient customer data, lack of business data and avoiding the assumption that all customers in your target group have the same views.
BlueOcean
DECEMBER 13, 2022
Returning to the example of Nordstrom’s Nordy Club, rewards include free alterations, lifestyle workshops, style events, and more—great examples of how a brand is going deeper to offer more than just points-based discounts. Customers need to trust a brand in order to stick with it. In particular, transparency is critical.
Fonolo
MARCH 4, 2020
As the conversation unfolded, it became increasingly clear that the secret to a solid customer service program at a household name like ADP comes down to nurturing a positive culture: top-down, bottom-up, inside-out, from agent to leadership, and then on to the customer. This is their story. The Path to Leadership. And it’s working.
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