Mon.Aug 05, 2019

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Essential Elements of an Effective Coaching Session for Your Employees

Playvox

A survey by Gallup shows employee engagement is on the rise in the United States. The number of workers claiming to be ‘actively disengaged’ by their job is now just 13 percent, while 34 percent describe themselves as simply ‘engaged’ — the best results Gallup has seen. That’s encouraging news if you’re concerned about the state of your own workforce, as your employees are more likely to actually care about their role and their performance than before.

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What does Customer Engagement really mean?

inSided

In a world where both grabbing, and keeping, a customer’s attention is becoming increasingly difficult, companies are constantly on the lookout for the most innovative and interesting ways to increase customer engagement. But what does that really mean? How does an increase in customer engagement improve the customer experience and impact your bottom line?

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Trending Sources

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Nearshore Outsourcing Spotlight: Belize

Outsource Consultants

Most business executives face common challenges: lower costs, elevate service quality and drive a better customer experience. And for those that can rise up and overcome the challenge? Tropical drinks in Caribbean destinations seems like a fitting reward, right? But what if the journey to achieve a better customer experience at a lower cost, and the ultimate reward for a job well done both led you to the same place?

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Tips & best practices: How to choose the best call center software

Callminer

Choosing the right call center software is challenging. These expert tips and best practices will help choose the best software for your company’s needs.

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The 2023 Verint Experience Index: Retail

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

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The Best Companies Do This Even When They Don’t Have To

Steve DiGioia

it's one of the reasons why consumers maintain loyalty Buffer, one of the industry-leading apps used to schedule and share content on social media, recently had a “bug” that affected 0.00599% of Buffer users (467 out of 7,800,000). A pretty small number if you asked me. So, what did they do? Well, first off, they fixed the bug and made changes to the login process that made signing-in more secure for all users, not just the 467 who were affected.

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From Checklists to Competencies: Transforming Quality in the Contact Center

Transparent BPO

Interview with Robert Gofourth, Vice President, Operations Strategy & Performance, Blue Cross Blue Shield of North Carolina Providing better customer experiences should be every contact center’s number one concern. With customer satisfaction with contact centers in steady decline, according to the Contact Center Satisfaction Index 2019 , the need to improve CX is more critical now than ever.

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We’re excited to join the SurveyMonkey family!

GetFeedback

Six years ago, GetFeedback started on a journey to give companies a better way to listen to their customers – through surveys. Since then we’ve continuously worked on making it easier and simpler for organizations to build better customer relationships. Our goal is to provide companies with a seamless way to marry feedback data and customer data, enabling them to take intelligent action at the right time and provide an exceptional customer experience.

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Five Recommendations For De-Emphasizing Benchmarking

Customer Experience Matters

Benchmarking #CX against competitors is a good activity, but it is overused. See 5 pieces of advice. The post Five Recommendations For De-Emphasizing Benchmarking appeared first on Experience Matters.

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Next Stop - San Francisco and Twilio

Jon Arnold

About to head to the airport for San Fran and Twilio’s SIGNAL event. This will be my second time going, and this time around, I know more what to expect. Of all the events I attend in my ongoing travels, this one is the most developer-centric, and it’s a different crowd - or maybe I’m just getting older. :-) Anyhow, there will be lots to catch up on, and am looking forward to getting updates on Flex, their contact center offering, especially for how AI is fitting into all this.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Customer Values: Q&A with Peter Fader, Professor of Marketing, The Wharton School at the University of Pennsylvania

C Space

Customer Values: Q&A with Peter Fader, Professor of Marketing, The Wharton School at the University of Pennsylvania. Peter Fader has written two books, both with “customer centricity” in the title: Customer Centricity and The Customer Centricity Playbook. You’d think he’d be excited when a company proclaims that it’s centered around the customer.

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Gain Workforce Optimization Tips from Top Brands

NICE inContact

Contact centers need to manage, engage and retain their contact centers’ most important resource—their people. Workforce optimization can provide the insights, analytics and clarity into productivity to build and keep an expert team. 45 Workforce Optimization (WFO) Ideas in 45 Minutes features four panelists sharing practical workforce optimization tips based on their extensive experience managing contact center teams.

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5 Questions Your CSMs Need to Know the Answer To

ClientSuccess

If there is one thing Customer Success Managers (CSMs) are good at, it’s answering questions. That’s just the name of the game when your job description includes various aspects of training, onboarding, troubleshooting, and support. While every customer account is different and has different goals, it is possible to bucket certain questions to create a general outline for customer success management.

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Gain Workforce Optimization Tips from Top Brands

NICE inContact

Contact centers need to manage, engage and retain their contact centers’ most important resource—their people. Workforce optimization can provide the insights, analytics and clarity into productivity to build and keep an expert team. 45 Workforce Optimization (WFO) Ideas in 45 Minutes features four panelists sharing practical workforce optimization tips based on their extensive experience managing contact center teams.

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The Open CCaaS Advantage Report

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.

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How DSW Reduced Their Average Handle Time By 19%

SmartAction

If you’ve purchased a new pair of shoes in the last few years, chances are, you’ve been in a DSW Designer Shoe Warehouse store or purchased from their website. While DSW has encountered tremendous growth, that has also meant mounting customer service pressure yielding millions of inbound calls per year. DSW turned to SmartAction in 2018 to collaborate on a self-service strategy to augment their NICE inContact platform with conversational AI.

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We’re Excited to Join the SurveyMonkey Family!

GetFeedback

Six years ago, GetFeedback started on a journey to give companies a better way to listen to their customers –.

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Chatbots’ Impact on Banking and Healthcare

Revation Systems

Smart phones and 24/7 call centers have enhanced organizations’ communications with their customers and helped them meet new demands; and now artificial intelligence (AI) is further impacting this landscape. The number of enterprises that implemented AI grew 270% in the past four years and tripled in the past year, according to the Gartner, Inc. 2019 CIO Survey.

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5 Benefits of Conversational Artificial Intelligence for the Contact Center

VocalCom

Conversational artificial intelligence has transformed the way companies communicate with customers. Whether using chatbots or speech-based assistants, these brands integrate AI into their omnichannel experience—often in their messaging applications—to drive stronger sales and customer service. And if customers enjoy the perks of this technology, it is because the contact centers that are using it are driven to be more efficient.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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!

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Chatbots’ Impact on Banking and Healthcare

Revation Systems

Smart phones and 24/7 call centers have enhanced organizations’ communications with their customers and helped them meet new demands; and now artificial intelligence (AI) is further impacting this landscape. The number of enterprises that implemented AI grew 270% in the past four years and tripled in the past year, according to the Gartner, Inc. 2019 CIO Survey.

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Why CMOs Should Care About Content Services Applications

Topdown

Over the past few years, the fundamental responsibilities of the chief marketing officer (CMO) have gradually evolved into a role requiring more technical prowess. In fact, a new job category, that of chief marketing technologist , has emerged as a typically common role within marketing departments. As prospects and customers continue to engage over digital channels, CMOs with technical expertise will be in greater demand as the qualification to manage modern enterprise marketing requires mergin

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Employee Retention and Workplace Culture

Andrew Mcfarland

Having valued employees depart your company can be a good thing. Not always, of course, but would you agree if you found out they were leaving because your workplace culture was toxic? While normally I agree that valued employees departing.

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The way forward: physician burnout

Nuance

This article was first published on July 15, 2019, by Health Data Management. Reposted with permission. Over my career, I have had the privilege of working in a wide variety of family medicine practices, emergency departments, urgent care centers, and hospitals around the globe and at organizations large and small. I find it highly rewarding to […] The post The way forward: physician burnout appeared first on What’s next.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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

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3 Examples of Refreshingly Human B2B Marketing Campaigns

Hero Digital

As a whole, B2B marketing is boring. There, I said it. One reason is the frequent pursuit of the “safe” approach. No judgement. After all, it’s easy to understand that mindset. Job security is important, and many B2B organizations have created cultures (whether intentional or not) that discourage original thinking and punish experiments that don’t produce optimal results.

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In Case You Missed It: How to Design Your Contact Center to Be Customer-Centric and Deliver Exceptional Customer Experiences

Serenova

The message is clear: Brands that set themselves apart by creating exceptional customer experiences rise above the competition. Every time. Consistently creating those experiences, though, requires a holistic approach that incorporates organizational and operational change into contact center architectural design. That’s certainly no easy task—especially amid the daily leadership challenges of improving efficiency metrics, training and engaging agents, and reversing the tide of agent attrition.

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How to Create a CX Strategy for Sustained Success

inmoment

For brands looking to gain a competitive edge in a customer-centric, digital-first era, quality customer experience (CX) separates the companies that excel from those that fall behind. . Despite valiant efforts from brands to make customer experience strategies a core part of their business, 70% of CX initiatives risk losing funding—and failing altogether—by not providing enough business value.

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Why is Australia One of the Best Places to Invest for Your Call Center?

CSM Magazine

Every nation across the globe is subject to significant misconceptions, many of which have been borne out of stereotypes and a fundamental lack of education. This even applies to countries such as Australia, which is rarely given credit for the fundamental role that it plays in driving the global economy. Make no mistake; Australia is one of the most stable and innovative countries in the world, and it’s certainly an incredible place in which investors can pursue good returns.

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Contact Center Dialers Demystified

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

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AI IRL Podcast Episode 29: Leveraging AI to Create Exceptional Customer Experiences in the Retail Space

bold360 Blog

Subscribe via iTunes , Spotify and more. You only need to look at the media or read a news report to see that the retail industry is facing challenging times. There are big things about store closures, bankruptcy, etc. But these challenging times bring plenty of opportunity, as well. Retailers must step up and focus on serving customers in an exquisite way.

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5 Top Customer Service Articles for the Week of August 5, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 3 Small Aspects Of ‘Customer Experience’ That Make A Big Competitive Difference by Gary Lyng. (Thrive Global) How do you prevent yourself from undermining your own CX efforts so that your company can thrive?