Contact Center Pipeline
JANUARY 5, 2018
According to thefreedictionary.com, “onward and upward” is an expression that is defined as “something that you say in order to encourage someone to forget an unpleasant experience or failure and to think about the future instead.” Ah, the future! It is always the place at which, when we arrive, everything will be all right. Or […].
ShepHyken
JANUARY 5, 2018
This week we feature an article by Ford Blakely about text messaging which can provide that instant, convenient and low-friction customer experience that delivers delight. I like the idea of the convenience of texting but as Ford points out, you must have a strategy in place for your team to answer texts correctly. – Shep Hyken. Let’s face it, customer service is the lifeline of any company.
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Contact Center Pipeline
JANUARY 5, 2018
Technology has become a mainstay in our daily lives. Education is no different. Technological advances enable educators to disrupt learning in ways that were almost … Continued.
Call Center Weekly
JANUARY 5, 2018
By Cyndi Chadwik Learning no longer requires participants, including an instructor, to be cloistered in one room at the same location. The development of Learning Management Systems (LMS) and associated Knowledge Management System (KMS) provide employers an opportunity to present information to staff that is consistent, easily digestible, and convenient.
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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.
Centriam Customer Experience Lab
JANUARY 5, 2018
Make Shopping Enjoyable to Encourage Sales. On a previous blog , my colleague Jason shared a finding from Centriam’s 2017 Retail Study : customers who had an enjoyable shopping experience were more likely to be promoters. This finding is especially robust among millennials, the largest generation in the US. Millennials who said their experience was extremely enjoyable were nine times more likely to be satisfied with the price they paid, and twice as likely to repurchase as millennials who said t
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Taylor Reach Group
JANUARY 5, 2018
By: Peg Ayers , MBA, CCXP. Outsourcing your Contact Center can be a scary proposition. You feel like you’re losing control. Whether you’ve been providing great service in-house or you’re making outsourcing part of your initial business plan, you can’t afford to let service slip. You’re trusting somebody else with your customers? What are you thinking?
GetFeedback
JANUARY 5, 2018
Customer surveys can sound the alarm when service issues threaten your business. These 3 tactics will help you dig deeper into customer support feedback.
ClientSuccess
JANUARY 5, 2018
Yesterday, David Skok , General Partner of Matrix Partners , published a great customer success article called Top Two Reasons for Churn. In this article, Skok discusses how failure to onboard a customer successfully and how loss of the champion who drove the purchase are two of the major reasons for churn. Inspired by his first reason, driving successful onboarding.
FreshGrade
JANUARY 5, 2018
Busy week? We’re here to help. Here’s our roundup of top educational stories from the past seven days: The Washington Post shares four protective factors that will build resilience in kids and help them weather life’s challenges. NPR has five things to know about screen time that will help guide your decision-making around screen use. “When you embody passion for learning, your students are more likely to have a powerful, positive emotional connection to learning that will inspire their mo
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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
Brad Cleveland Blog
JANUARY 5, 2018
A new study finds that lipid overload in heart cells, a common feature in diabetes and obesity, leads to misshapen mitochondria that don't produce energy efficiently. This structural disruption may contribute to the two- to five-fold increased risk of heart failure in people with diabetes.
Aspect
JANUARY 5, 2018
We are swimming in data. For the past couple decades, the amount of data that organizations have been collecting and storing data has grown exponentially. Much of this data is customer related data. For example, this Waterford Technologies blog states that Walmart handles more than 1 million customer transactions every hour, which is imported into databases estimated to contain more than 2.5 petabytes of data.
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