Wed.Oct 16, 2019

Creating Consumer Feedback Surveys People Will Actually Take


The benefits of consumer feedback surveys are well-documented in the contact center and customer service industries. What is less well-known is an approach for getting consumers to actually take those surveys and provide meaningful information.

Scaling a Customer Centric Culture in Your Contact Center

NICE inContact

Contact centers of today are not just customer service centers. They are the epicenters of lasting customer experiences (CX) that help brands differentiate and compete better.

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How Does an Answering Service Work?

A Better Answer

Answering services are still a favorable way to do business today, especially in the B2B world. First impressions are everything so leaving the first point of contact many of your clients will have with your business to an already overloaded employee may not be a risk you want to take

Why Machine Learning and Artificial Intelligence Are Crucial To Your Business?

Etech GS

Artificial intelligence often brings to mind images of sentient robots and futuristic science fiction movies. However, human intelligence gets assistance from AI and machine learning every day.

3 Signs You Need A Self-Service Consumer Insights Solution

Understanding consumers can be a complex task. Consumer research can be a lengthy process–whether it’s manual research or configuring and training first generation AI machines on what to look for in consumer feedback.

The Survey Shouldn’t Be the Last Thing the Customer Remembers About You


I’m all for getting customer feedback. There are different ways to go about it. Ask customers on the way out of a store, call them on a phone or send follow-up surveys via email. I wrote about surveys a few years ago.

More Trending

How the Best Marketers are getting More Actionable Insights


Are you as busy as I am, as we plan on how we’re going to deliver on all our objectives before year-end? The last quarter of any year is a stressful time indeed, but this post on actionable insights is a must-read if you want to start 2020 ahead of the competition!

Cherwell Selects Talkdesk to Support their Mission of a Smarter Customer Service


Recognized as a challenger in the Gartner Magic Quadrant for IT Service Management and named a winner of the Colorado Top Workplaces 2019 award , Cherwell Software excels at delivering great service to its customers and understands that today’s workforce relies on real-time information to be successful.

Acquisition Addiction’s Impact on Customer Experience ROI


Acquisition Addiction’s Impact on Customer Experience ROI Lynn Hunsaker. Addiction to acquisition of customers is taking a toll on customer experience ROI. Did you know that 1.8

Can Traditional Retailers Compete with Digital Brands? (And Can Outsourcing Help?)

TLC Associates

Day after day, name brand retailers are making the news with extensive closures of their brick and mortar stores. Bed, Bath, and Beyond is set to close 60 locations. Forever 21 , now filing for bankruptcy, is closing 350 stores worldwide. And American Apparel, Payless Shoes, and a long list of others have made headlines with their own colossal closures. .

ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

How RPA can benefit financial services firms

TELUS International

Next-Gen Technology

How Absence Managers Effectively Manages Employee Paid Time Off (PTO)


Effectively managing paid time off (PTO) at your company can be a complex endeavor, particularly when you must abide by federal and state mandates, as well as the needs of your organization.

Spearline Podcast | Episode 3: Why you should be developing solutions with customers in mind


This week Kees chats with Technical Solutions Architect Ola Budak about her role and how important number testing is and keeping your customers in mind.

9 Proven Strategies for Effective Customer Service Communication

REVE Chat Blog

Poor customer service communication always creates a negative impact on your business no matter how established it is. Fostering such strategies improves customer communication also helps in customer acquisition and retention. . Businesses that constantly deliver poor customer service eventually go out of business. WalkerInfo report says customer experience will surpass price and product as the key brand differentiator by 2020. .

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

Travel – dealing with a crisis


Date: Wednesday, October 16, 2019 Author: Pauline Ashenden - Marketing Manager Travel – dealing with a crisis. Published on: October 16, 2019. Author: Pauline Ashenden - Marketing Manager The collapse of Thomas Cook has ruined the breaks of hundreds of thousands of holidaymakers.

Optimizing Your Contact Center Performance

Waterfield Technologies

A primary issue when integrating multiple channels and services in your Contact Center is creating a seamless, cohesive solution. Utilizing the services of expert, advanced IT partners is strongly suggested […].

True Omnichannel is a Four Letter Word: Easy


The Rise of True Omnichannel Banking What is and Why Does it Matter? What does a true omnichannel banking experience look like you might be wondering? It’s a difficult thing to come by despite the growing consumer demand for it.

Looking for Ways to Enhance Your Multilingual CX? Join This Webinar

Language I/O


How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

Customer Stories: Unymira at Cable & Wireless in Trinidad


Unymira is proud to kick off a new series of customer stories chronicling our work together and the feedback and insights our customers and their agents provide. Contact Center

Adaptive Selling for Inside Sales: Conform, Modify, Convert


Let’s face a cold, hard fact: the sales process is not a “one size fits all” proposition. From established customers to prospective new ones, people quickly tire of ill-timed communications.

Sales 52

Why Appointment Setting Matters for Your Dealership

CallSource Insights

Getting commitment from callers can be the difference between them choosing you or your competition. Setting real appointments gets buyers through your doors and into the car they are looking for.

Introducing CXNext:Live

bold360 Blog

There’s so much hype around customer experience and often times, the industry and trends shift so quickly that it’s old news by the time an article or whitepaper is released. What better way to discuss the most pressing topics and better understand the world of CX than live in real-time? Our new series CXNext:Live is a weekly forum for people who are customer-obsessed and who want to engage smarter.

How to Create Strong Community Personas

Speaker: Carrie Melissa Jones, Community Consultant

Ever wonder how to build effective community personas? Join Vanilla Forums on Tuesday, June 16th at 12 PM ET as Carrie Melissa Jones, Co-Author of Building Brand Communities, clears away the noise around community personas and gives you a method for doing member research to refine your personas.

Episode 03: Voice & Designing for Inclusivity


Our new podcast, The ConversAItion , airs viewpoints on the impact of AI on business and society. We have recapped the key takeaways from the third episode here. “I’m I’m hoping we can build better experiences with voice and really take advantage of what it’s good for, like giving you the freedom to focus on things that don’t keep your eyes locked to your screen or your hands locked to your keyboard.”.

Independent Health Selects Cincom’s Customer Communications Solution


Health Plan Chooses Cincom Eloquence to Help Streamline Member Correspondence Processes Cincinnati, OH (October 16, 2019) — Cincom Systems, a … Continue reading "Independent Health Selects Cincom’s Customer Communications Solution".

Inside View: Suzette Robinette, Hiway Federal Credit Union

Contact Center Pipeline

Credit unions are known for their commitment to serving their members. At a time when a growing number of businesses seem narrowly focused on using automation to deflect customer calls, many credit unions still take pride in providing their members with personal service delivered by humans.

10 Ways Live Chat Can Help you Grow your Business [Infographic]

Provide Support

Modern customers become more and more demanding. Together with high quality of products or services they expect excellent and smooth customer experience. However, without proper tools which help provide fast and efficient customer support, such excellence cannot be achieved.

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.