Taylor Reach Group

MARCH 26, 2018

Learn how Wayfair and Bluegreen are using intelligence to improve the customer experience throughout their organizations. If you work in any post-sales or customer-facing role you simply can’t afford to miss the definitive global networking and learning conference. Attend workshops and sessions. This is it. The big one.

Contact Center 51

Contact Center Call Center Customer Experience Big data 51

BlueOcean

DECEMBER 13, 2022

If, for example, you’re a member of Nordstrom’s loyalty program, Nordy Club, you’re among a group of customers who are likely to spend three to five times more than non-members, and are consequently driving two-thirds of Nordstrom’s sales. Ulta tells a similar story— 95% of their revenue comes from their loyalty program members.

outsourcing 71

outsourcing CRM Accountability Contact Center 71

Comm100

JUNE 30, 2016

The Customer Service 101 course focuses on creating a great customer service culture rather than just a good one, and focuses on exceeding customer expectations to inspire loyalty. Online Customer Service Training by Sales Training International. OCustomer Service amd Customer Care Training by Total Success.

Customer Service 60

Customer Service Banking Education Scripts 60

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.

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

NobelBiz

APRIL 18, 2023

It may be a valuable tool for establishing standards against which the customer relationship center can push its customer service goals. While AHT is generally used to determine the duration of a client’s phone conversation, a business that uses an omnichannel strategy for customer care can compare phone support to other channels.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

TLC Associates

JUNE 20, 2019

And if your business sells to consumers, you’re hopefully ramping up your customer service to handle the seasonal spikes from Christmas sales. Wait any longer and you’ll put your overall customer satisfaction at risk. Santa needs elves in the workshop and your business needs agents to keep handle times low and satisfaction high.

Customer Service 40

Customer Service Average Handle Time Abandon rate outsourcing 40

SmartKarrot

JULY 30, 2021

Conduct regular check-ins and QBRs in order to maintain high levels of engagement and customer satisfaction, increasing customer retention. Work with Sales to manage the renewal process and identify upsell and cross-sell opportunities. Work alongside with the Sales team to identify up-sell opportunities.

Engineering 10

Engineering Best practices Customer retention Government 10

Fonolo

FEBRUARY 20, 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.

Customer Service 67

Customer Service Metrics Call Center Banking 67

SmartKarrot

FEBRUARY 15, 2022

Adam Toporek is a globally-recognized keynote speaker on customer experience. He is known for his ability to help firms reimagine their customer care. He is the owner of CTS Service Solutions, a customer experience firm that grew out of his blog ‘Customers That Stick.’ Here is the list for you – 1.

Customer Service 10

Customer Service Customer centricity Consulting Consulting 10

Netomi

JANUARY 5, 2022

Barry Dalton is a Customer Experience strategy and CX technology leader with accomplishments in designing and implementing strategy and technology architecture across Marketing, Sales & Service with a particular industry focus on Consumer Products, Pharmaceuticals, Retail, and Technology. Evan Shumeyko.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Robert Davis

MARCH 2, 2017

Automatic bill pay (ABP) – Showed agents how to utilize the customer pain (late payments and fees) and gain (getting a monthly discounted bill and not having to write and mail a check each month). Sales close rate – Provided call flow coaching and helped agents tailor the solution using targeted discovery questions. Credit Union.

Call flow 48

Call flow Coaching Telecommunications Customer retention 48

ClearAction

JANUARY 20, 2020

Customer experience (CX) is something that has always existed, from the first people on earth who bartered: does the recipient (customer) view their realities as matching/exceeding their expectations? CX is cumulative, encompassing pre-sale and post-sale. 2) Update Your Customer Experience Management Definition.

Customer Experience 120

Customer Experience Surveys Metrics Feedback 120

delighted

SEPTEMBER 20, 2019

For example, a mere 10-20 years ago, a customer service rep might be needed to complete a basic transaction or share features and benefits to make a sale. Flash forward to today’s tech-driven self-service economy and 70% of customers expect to be able to “help themselves” on a company’s website or application.

Customer Experience 45

Customer Experience Customer Service Surveys Self service 45

ClearAction

JANUARY 20, 2020

Customer experience (CX) is something that has always existed, from the first people on earth who bartered: does the recipient (customer) view their realities as matching/exceeding their expectations? CX is cumulative, encompassing pre-sale and post-sale. 2) Update Your Customer Experience Management Definition.

Surveys 90

Surveys Metrics Feedback Chief Customer Officer 90

Branch Mesenger

FEBRUARY 2, 2018

And then over the course of three months they get the mentorship, you know, workshops, speakers, et cetera that accelerates the companies for them and it culminates at the demo day at the end. The United States alone has over one million retail locations with annual sales increasing four percent year over year since 2010.

Real estate 67

Real estate Marketing Technology Personalization 67

CX Global Media

JULY 11, 2019

We know that traditional approaches like multi-day workshops don’t build skills efficiently. About David Hadobas : David started CCNG in 1991, recognizing limited resources for information among contact center /customer care management. Our organizations, our learners, and our jobs have changed dramatically.

Contact Center 120

Contact Center CCNG Morale Coaching 120