BlueOcean

APRIL 15, 2019

Admit it, you love it when you’re handed that Starbucks beverage with your name spelled neatly and correctly on the side. Maybe that’s where it all started: that innocent coffee cup with the green mermaid staring back at you. The trend of personalized customer experience has since transformed almost every industry as we know it. From the retail experience to social media connections to issue resolution via the contact center, customers want their individual needs known and reflected in the inter

Customer Care 75

Customer Care Coaching outsourcing Contact Center 75

Hero Digital

APRIL 15, 2019

In 2011, a McKinsey Global Institute report celebrated the potential for big data: “…we are on the cusp of a tremendous wave of innovation, productivity, and growth, as well as new modes of competition and value capture…”. Companies have been making huge investments in technology, especially big data, analytics, and artificial intelligence, with an expectation of achieving a competitive advantage.

Analytics 64

Analytics Big data Metrics Marketing 64

ClientSuccess

APRIL 15, 2019

When one looks at the typical SaaS method of sales and customer success, there is a clear funnel in place. While the awareness, education, and selection stages of the sales cycle are well-known and well-defined, the customer success side of this funnel is less well known. Onboarding, usage and impact, and growth are the subsequent customer success stages that make up the other side of this team funnel, and they’re actually some of the most important parts of a business.

SaaS 50

SaaS Journey mapping Benchmark Sales 50

Beyond Philosophy

APRIL 15, 2019

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. We spoke with Marilyn Suttle, a conference speaker, and three-time best-selling author and coach, on a recent podcast.

Customer Service 288

Customer Service Airlines Best practices Consulting 288

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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.

Myra Golden Media

APRIL 15, 2019

I end all of my customer service workshops by asking participants to write down three words. Start, Stop, and Continue. Then I invite them to reflect on the day by jotting down: One thing they will START doing based on something they learned in the training. One thing they’ll STOP doing because they’ve discovered this thing is not useful, or it’s holding them back.

Feedback 227

Feedback Customer Experience Management Customer Service 227

Callminer

APRIL 15, 2019

CallMiner's VP of AI Rick Britt and Senior Data Scientist Yang Liu answered questions from their user community on a variety of topics on artificial intelligence (AI) in the contact center.

Contact Center 182

Contact Center 182

Call Center Weekly

APRIL 15, 2019

By Stacy Sherman (MBA, CX Certified) ? This article originally appeared on Doing CX Right There’s an increasing amount of conversations about Women and Leadership, and I love it! I believe that the next generation, including my own daughter, will have more opportunities to share their voice, without judgments, and pursue jobs that had been traditionally filled by men.

Customer Experience 127

Customer Experience Employee engagement B2C Education 127

ProProfs Blog

APRIL 15, 2019

Young startups obsessively focus always on increasing the number of customers. Get more customers, we need more sales, connect with more leads, these phrases tend to be the most commonly spoken phrases during team meetings. Companies get so caught up with trying to acquire new customers that they tend to forget all about the existing customers. An old belief that exists among customer support circles is that it’s easier to retain existing customers than to acquire new ones.

Surveys 106

Surveys Sales Best practices Customer retention 106

GetFeedback

APRIL 15, 2019

There’s a lot that goes into planning an event, and I’m pretty sure that event survey questions are not at the top of your list. But they should be. Good event marketing is about more than simply hosting a conference or fundraiser. It’s about connecting with your audience and providing them with a meaningful experience that leaves them wanting more.

Surveys 83

Surveys Transportation Feedback Marketing 83

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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

Talkdesk

APRIL 15, 2019

Security is one of the most critical aspects of any enterprise cloud contact center. Talkdesk understands that the confidentiality, integrity and availability of our customers’ data is vital to your business operations and our own success. This post is the second in a four-part series outlining Talkdesk’s security policies. In this post, we cover the topic of infrastructure security, which covers nine areas: cloud security, encryption, password requirements, authentication requirements, network

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Wireless industry standards Engineering Cloud contact 81

CSM Magazine

APRIL 15, 2019

Amazon is a customer-centric platform, and given its customer priority shopping service, it’s a popular first choice for online shoppers. To be a successful seller, your number one priority is to know how to please Amazon customers. Amazon favors the shop that offers the best service, if you enjoy high customer satisfaction, you are likely to enjoy a high ranking on the platform which means a higher conversion rate too.

Feedback 74

Feedback Sales Customer centricity Accountability 74

Kayako

APRIL 15, 2019

We had the pleasure of hosting customer service and experience expert, Shep Hyken earlier this month for a half hour Q&A session on why customer experience matters so much and what businesses must do to create the best experiences for their customers. Shep, has been guiding organizations and customer experience professionals since before the industry knew what the term ‘customer experience’ meant.

Customer Experience 67

Customer Experience Journey mapping Benchmark Customer centricity 67

Up Your Service

APRIL 15, 2019

The immediate assumption when we talk about “improving customer service” is that we refer to the activities of customer-facing team members who directly “serve” our external customers, clients, buyers, suppliers, guests, users, attendees, diners, students, patients, etc. And in fairness, most service education is indeed intended for those who “face” customers – improving the quality of service for those who pay for our services.

Customer Service 71

Customer Service Finance outsourcing Education 71

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

ForeSee

APRIL 15, 2019

A virtual CX analyst that detects sudden changes in CX performance and speeds resolution Customers interact with your brand across multiple channels, both online and offline. ForeSee helps measure.

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GetFeedback

APRIL 15, 2019

Building the perfect event requires careful planning and research. To do so, you must engage your participants with well-thought-out event survey questions.

Surveys 60

Surveys 60

VocalCom

APRIL 15, 2019

Social media platforms are the most unique of all the channels used for customer engagement. On one hand, they are excellent for responding to customer service inquiries. However, their inherently fun and personal nature also make them ideal for telling brand stories, sharing interesting visual content, and engaging customers in conversations proactively.

Contact center software 54

Contact center software Education Self service Chatbots 54

SmartAction

APRIL 15, 2019

Gartner predicts that customers soon will prefer using speech-driven interfaces to other forms of self-service when given a choice. That shift is being driven by advances in conversational AI, which uses advanced speech recognition and natural language processing to automate more calls, chats, and texts than ever before. Delivery over the cloud has made integration with existing contact center systems easier and more seamless, as well.

Self service 57

Self service Virtual Agent Interactive Voice Response Best practices 57

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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

Self service

Topdown

APRIL 15, 2019

The pace of adopting digital communications continues to quicken at an astonishing rate. A recent study by Pew Research notes that, while a staggering 92% of millennials in the U.S. own a smartphone, other segments are catching up. Baby Boomers born between 1946-64 are the fastest growing tech adopters, with over 50% using social media on their smartphones, tablets and computers.

Customer Support 48

Customer Support Customer Experience 48

InGenius

APRIL 15, 2019

If you want to automate a process based on the result of a call in your call center, we have a set of recommended instructions for you. We're using the example of automating task creation here, but you can use workflow rules to automate processes related to other Salesforce objects in the same way. In order to make these changes and set up a workflow rule, you'll have to be a Salesforce Administrator on your company's Salesforce account.

Call Center 48

Call Center Accountability 48

Avoxi

APRIL 15, 2019

Looking for a phone service that is the perfect fit for your small business? While we are confident in our company’s pricing, worldwide coverage, and overall quality, we understand that we might not be the best fit for everyone. We have made finding the perfect phone service provider easier for you by comparing top alternatives,… The post FreedomVoice Overview, Pricing, and Competitive Comparison appeared first on AVOXI.

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Andrew Mcfarland

APRIL 15, 2019

Like many people who follow college basketball (and who doesn’t during March Madness?), you may have seen footage of Tom Izzo giving one of his Michigan State players an earful. The simple question is: does yelling work? Does that approach.

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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

Avaya

APRIL 15, 2019

This blog is authored by Robin Gareiss, President and Founder, of Nemertes Research. Ms. Gareiss leads Nemertes Digital Transformation research. She also is a widely recognized expert in the communications field, with specialty areas of VOIP/UC, collaboration, and managed/hosted/cloud communications services. Increasingly, Digital Customer Experience (DCX) leaders are using and evaluating Artificial Intelligence (AI) to improve customer interactions.

Customer Experience 47

Customer Experience Chatbots voip Upselling 47

Up Your Service

APRIL 15, 2019

The immediate assumption when we talk about “improving customer service” is that we refer to the activities of customer-facing team members who directly “serve” our external customers, clients, buyers, suppliers, guests, users, attendees, diners, students, patients, etc. And in fairness, most service education is indeed intended for those who “face” customers – improving the quality of service for those who pay for our services.

Customer Service 45

Customer Service Finance outsourcing Education 45

Playvox

APRIL 15, 2019

Any call center or customer service department is only as good as the people running it. If your employees — at any level — are performing below expectations, this affects the entire experience customers have when they reach out for support.

Management 42

Management Call Center Customer Service Customer Experience 42

Stratifyd

APRIL 15, 2019

“Being a leading customer relationship management company, Arvato manages a tremendous amount of customer feedback every day. As a result, we need a powerful tool to help us improve CRM in terms of business intelligence and provide the best possible service to end-users. Stratifyd has made that happen. It’s a very helpful and smart tool that gives our business analysts the ability to deep dive into the customer voice to find actionable insights and better understand how to improve customer commu

CRM 40

CRM Accountability Feedback Management 40

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

Journey mapping

CSM Magazine

APRIL 15, 2019

If you work on freelancing, consulting, multi-level-marketing (MLM) or really any kind of sector in which your livelihood depends on finding new clients interested in your wares, chances are you spend a lot of time thinking about the art of winning new clients. Strategies for landing new clients has been dissected, analyzed and refined endlessly. You only need to look at carefully curated sites like The Economic Secretariat to gain a sense of how many powerful MLMs are out there finding creative

Consulting 40

Consulting Consulting Personalization Marketing 40

Stratifyd

APRIL 15, 2019

“Being a leading customer relationship management company, Arvato manages a tremendous amount of customer feedback every day. As a result, we need a powerful tool to help us improve CRM in terms of business intelligence and provide the best possible service to end-users. Stratifyd has made that happen. It’s a very helpful and smart tool that gives our business analysts the ability to deep dive into the customer voice to find actionable insights and better understand how to improve customer commu

CRM 40

CRM Accountability Feedback Management 40

DigitalGenius Blog

APRIL 15, 2019

Customers today want convenient experiences. They expect brands to quickly and personally engage in their channel of choice, eliminating the problem quickly. Brands that meet these expectations are rewarded with customer loyalty. Those that do not struggle to retain customers.

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Consulting Consulting Customer Service Personalization 40