Cisco - Contact Center

FEBRUARY 21, 2020

According to Cisco’s global contact center survey, 53 percent of contact centers report into a CX executive, and yet 72 percent of contact center decision-makers say that fragmented customer experiences are one of their top 5 business challenges. Webinar Highlights. Join our 30-minute on-demand webinar today.

Customer Experience 106

Customer Experience Customer centricity contact center solutions Contact Center 106

Genroe

FEBRUARY 6, 2017

While there are many advanced statistical packages out there you don’t need them to perform a detailed and comprehensive analysis of your survey data. In this one hour webinar we will share, using Excel: How to design your survey […]. The post Webinar: Practical Survey Analysis in Excel appeared first on Genroe.

Surveys 58

Surveys Best practices Feedback 58

Education Services Group

AUGUST 31, 2022

CCO of Blackbaud, Chris Singh, joined our VP of Customer Success, Peter Armaly for this month’s webinar, to discuss how to embrace the concept of the post-sale environment as an entire ecosystem. So, some of the metrics we use are the employee engagement survey, and leadership score. CS: We use surveys transactionally also.

Sales 52

Sales Chief Customer Officer Metrics Surveys 52

Education Services Group

JULY 20, 2021

ESG’s own Madeline Evans, Britt Layman, and Marley Wagner joined last week’s ChurnZero webinar to discuss how high touch and tech touch engagement models can co-exist in Customer Success. Product updates, like Marley talked about in the webinar, aren’t likely to be considered spammy because their focus is on information and education.

Accountability 98

Accountability Chatbots Surveys Journey mapping 98

ChurnZero

OCTOBER 28, 2022

To get the rest of our findings, watch our webinar, 2022 Customer Success Study results revealed , in which our expert panel offers their take on the big trends, triumphs, and gaps across the industry. In the scaled model, we now have a monthly webinar on that topic, and we invite as many people as we can to it.

Best practices 52

Best practices Chief Customer Officer Sales Upselling 52

Education Services Group

SEPTEMBER 23, 2022

Just like you want to segment when you’re sending out your surveys, you want to do the same thing. to those who choose to answer surveys, those who choose to interview, etc., So, it could be a survey. Surveys are a monologue, it only goes one way. Your participants, you want to choose wisely.

Customer retention 52

Customer retention Surveys Feedback Personalization 52

ChurnZero

MARCH 29, 2019

How Best to Create a B2B Survey. With that in mind, it is generally more useful to conduct a formal survey. The most crucial part of creating a survey is to consider what results you are anticipating. After all, you can always run more than one survey if you are looking to consider multiple angles. Methodology.

B2B 73

B2B Surveys Customer centricity Construction 73

inmoment

APRIL 1, 2020

Suddenly, brands need to consider how to survey their clientele amid the largest public health crisis in recent years—this means thinking about how the pandemic has affected customer life and how to effectively listen to those individuals despite significant disruption. Factor #2: Survey Type. Factor #1: Geography.

Surveys 52

Surveys Government Best practices Customer Experience 52

Talkdesk

SEPTEMBER 2, 2015

To that end, we host a Customer Spotlight webinar series to explore advances in this field. Surveypal is an online customer survey platform that helps companies of all sizes gather actionable feedback from their customers. This is achieved by measuring different interactions via surveys.

Best practices 68

Best practices Customer Service Surveys call center software 68

Callminer

JULY 30, 2018

Today, CallMiner published the CallMiner Index – a survey report that reveals a switching epidemic that is costing British businesses at least £25 billion a year. By providing agents access to post-call analysis it will be possible to identify best practice and reinforce positive behaviour. suppliers per person).

Coaching 174

Coaching Best practices Analytics Surveys 174

Totango

AUGUST 16, 2022

Customer retention software automates best practices for maintaining clients, helping you deliver successful outcomes that inspire subscription renewals and repeat business. Here’s our guide to today’s best customer retention management software. Qualaroo allows you to solicit feedback using surveys on your website or app.

Customer retention 100

Customer retention Upselling CRM SaaS 100

ClientSuccess

NOVEMBER 11, 2021

Additional topics could include: Upcoming events, webinars, podcasts, and more. Surveys (and survey results). As we have slowly but surely adapted to the new, ultra-connected world, webinars have emerged as a critical channel for delivering engaging content – without having to meet in person. New customer case studies.

Marketing 52

Marketing Best practices Surveys Analytics 52

COPC

FEBRUARY 11, 2022

There will also be monthly webinars to discuss more topics in-depth. . has been providing global CX professionals with high quality research, data and information about best practices in CX operations. Register for the webinar and read the reports here. . Read the first report here. For more than 25 years, COPC Inc.

Benchmark 52

Benchmark Best practices Contact Center Surveys 52

Lumoa

JUNE 2, 2022

In one of our latest webinars titled How to Use Customer Feedback to Drive Action , we pose a sustainable strategy to solve the challenge of transforming mass reviews into information that can be used while making key company decisions. In other words, time your survey questions right in order to get feedback about a specific topic.

Feedback 83

Feedback Best practices Surveys Enterprise 83

ChurnZero

MAY 22, 2024

A Net Promoter Score (NPS) survey gets sent every year, and your scores are good. But no other surveys are sent to customers on a regular basis. Voice of the Customer (VoC) surveys are utilized to gather regular customer feedback in an actionable manner. They require very little time spend from CSMs.

Journey mapping 52

Journey mapping Surveys Accountability Feedback 52

Uniphore

JULY 1, 2021

Rather than running another survey, Jacada sought to analyze conversations between contact center employees on social networks such as Facebook, Twitter, Reddit, and Quora. Kumaran Shanmuhan, Chief Growth Officer at Jacada.

Call Center 87

Call Center Customer Experience Contact Center Coaching 87

ShepHyken

AUGUST 1, 2017

Click Here to view the webinar Shep mentions during the beginning of the Episode with Jeff. Pega published its study after surveying 6,000 consumers across six countries. Shep Hyken is a customer service and experience expert , “New York Times” best-selling author and your host of Amazing Business Radio. “A

Education 191

Education Self service CRM Best practices 191

ClientSuccess

NOVEMBER 22, 2021

Surveys are a great way to collect customer sentiment and feedback throughout their journey for multiple reasons, the most significant being that they provide a distanced (aka not face-to-face) channel to deliver straightforward, unbiased input. Voice of Customer. Support Tickets. Social Media. Customer Engagement.

Marketing 52

Marketing Customer advocacy Surveys Engineering 52

Nicereply

SEPTEMBER 25, 2023

Net Promoter Score (NPS) email surveys can be your most effective market research tool. By including NPS surveys in your emails, you can ask your customers, ‘On a scale of 0 to 10, would you recommend our brand/product/service to friends or colleagues?’ Email subject line best practices, along with examples.

Surveys 52

Surveys Feedback Best practices Personalization 52

Playvox

MAY 26, 2021

To solve that issue, Playvox recently fielded a survey of U.S.-based For more information about how you can implement cross-selling and upselling, including best practices from contact centers that are currently cross-selling and upselling, I highly encourage you to read the full research report.

Upselling 92

Upselling Education Contact Center Coaching 92

ChurnZero

SEPTEMBER 29, 2023

Follow up by offering best practice tips. Training course completion: Celebrate customers who show initiative by enrolling in a course, webinar, or workshop. Collaborative efforts: Celebrate when customers collaborate with your team on case studies, joint webinars, or co-authored content. Send a message saying, “You rock!

Benchmark 52

Benchmark Feedback Surveys Best practices 52

Amity

OCTOBER 3, 2017

While you may have webinars in place right now, they are probably geared toward prospects rather than existing customers. Consider adding a series for your customers that includes product best practices, customer case studies or industry thought leadership. podcasts are an excellent option to create engagement. CUSTOMER FORUM.

Best practices 63

Best practices B2B Surveys Personalization 63

NICE inContact

AUGUST 16, 2019

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark surveyed consumers from the United States, United Kingdom and Australia – with year-over-year results for the US (2018 vs. 2017), and new benchmark data for the UK and Australia. And for even more key learnings, leverage our webinar replay.

Contact Center 67

Contact Center Benchmark Self service Best practices 67

Amity

OCTOBER 3, 2017

While you may have webinars in place right now, they are probably geared toward prospects rather than existing customers. Consider adding a series for your customers that includes product best practices, customer case studies or industry thought leadership. podcasts are an excellent option to create engagement. CUSTOMER FORUM.

Best practices 61

Best practices B2B Surveys Personalization 61

Totango

JULY 22, 2022

Leveraging customer success technology can help you implement the best practices that will enable you to efficiently engage and retain customers, as well as key stakeholders. . You need to remain top-of-mind to ensure you stay relevant to your clients’ business and can continue to drive growth through retention and expansion.

Metrics 101

Metrics Best practices Customer retention Enterprise 101

ChurnZero

MARCH 28, 2023

A few examples include when a customer: Attends a webinar; Uses a product; Calls support; Travels to a user conference; Experiments with a new feature; and Pays an invoice. There are three standardized survey methodologies for this purpose: Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES).

SaaS 52

SaaS Chief Customer Officer Surveys Feedback 52

ClientSuccess

JANUARY 10, 2020

First, you can ask customers to fill out a survey or even give in-person feedback on the day of the onboarding. . A best practice is to take bits of both of these tactics and combine them. . Resources to help you create a better onboarding experience: Webinar: How to Nail Onboarding and Adoption.

Best practices 65

Best practices Metrics Feedback SaaS 65

NICE inContact

JULY 30, 2019

You’ll elicit more responses from short surveys that get straight to the heart of the matter. Short survey’s respect your customer’s time. A three-question survey isn’t too short. A six-question survey is probably too long. How can you avoid the dreaded survey creep? What is the sweet spot? Be very specific.

Feedback 55

Feedback Surveys Best practices Contact Center 55

ClientSuccess

JANUARY 10, 2020

First, you can ask customers to fill out a survey or even give in-person feedback on the day of the onboarding. . A best practice is to take bits of both of these tactics and combine them. . Resources to help you create a better onboarding experience: Webinar: How to Nail Onboarding and Adoption.

Best practices 64

Best practices Metrics Feedback SaaS 64

NICE inContact

MAY 11, 2020

According to an informal survey on one of our recent webinars, 88 percent of our customer attendees said they had moved all their agents to a work-from-home setting.

Contact Center 71

Contact Center Surveys Best practices Call Center 71

NICE inContact

AUGUST 16, 2019

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark surveyed consumers from the United States, United Kingdom and Australia – with year-over-year results for the US (2018 vs. 2017), and new benchmark data for the UK and Australia. And for even more key learnings, leverage our webinar replay.

Contact Center 54

Contact Center Benchmark Self service Best practices 54

ChurnZero

JANUARY 4, 2024

New technologies, best practices, and strategies, combined with an industry-wide drive for sustainable, profitable growth, have made CS teams the revenue-building stars of every SaaS organization. Start with simple self-paced courses, in-product guidance, and live online webinars and workshops.”

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 52

PeopleMetrics

JANUARY 24, 2022

Finally, we will have an updated, self-service survey engine released this year! Fire away those ad hoc surveys! You will also see fresh content this year around high-impact customers and how to best serve them. our weekly webinar on all things CX, with our first one on Tuesday, February 1 st at 12 noon (EST).

B2B 90

B2B Journey mapping B2C Benchmark 90

Playvox

MARCH 21, 2022

In a survey by AARP, 79% of older employees said that working with younger workers gave them a chance to pass along experience and knowledge. Related Article: 7 Best Practices for Keeping Your Hybrid Contact Center Team Connected. Related Article: 9 Ways a Collaborative Culture Benefits Your Contact Center.

Contact Center 82

Contact Center contact center workforce Coaching Surveys 82

NICE inContact

MAY 11, 2020

According to an informal survey on one of our recent webinars, 88 percent of our customer attendees said they had moved all their agents to a work-from-home setting.

Contact Center 62

Contact Center Surveys Best practices Call Center 62

Playvox

JANUARY 12, 2023

Agents in our survey considered it the top motivator their contact center can offer, and 56% said they would consider leaving their job if they couldn’t continue. Related Article: How to Manage a Remote Contact Center Now: 6 Best Practices. Related On-Demand Webinar: Coaching: Tips and Tricks to Make it Effective.

Quality management 69

Quality management Coaching Contact Center Metrics 69

ChurnZero

AUGUST 24, 2018

This week we hosted a well-attended webinar on – Customer Success & Finance: Get Aligned! The webinar discussed the process and impact of the renewal from both the Customer Success and Finance point of view. You can now view the webinar on-demand here. Below is a recap of the webinar Q&A.

Finance 61

Finance SaaS Education Customer retention 61