kommunicate
JULY 12, 2019
Traditional marketing strategies consist of content on websites, blogs, social media, and email. And there have been many transformations in that content over time – the text has given way to visuals and media; businesses focus on relationships and trust rather than on hard sells; savvy consumers what “social proof” of the value business brings [.].
Talkdesk
JULY 12, 2019
Woof! . This is Caramel, and I am here to end your contact center dog days. I have been at Talkdesk for a year now, where I observed and learned (and took the occasional nap). I now feel ready to share some tips with you humans. Because I’m a dog, I know how to manage stress and not take life too seriously. Put simply: dogs have work/life balance down. .
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ChurnZero
JULY 12, 2019
This is a guest blog post by Andy Mura, the Head of Marketing at Userlane. When you think of the reasons why churn happens , what immediately comes to mind? Perhaps product problems, loss of a key user in the account, a bad use case… Sure, these are some reasons why customers may churn, but the reality is that your churn rate is deeply connected to the quality of onboarding journey your users go through.
ShepHyken
JULY 12, 2019
This week we feature an article by Hugues Meyrath who says that by integrating machine learning and AI capabilities into your processes, you can optimize the performance of your facilities and staff to drive a positive customer experience. He shares some examples of how this technology can be a difference-maker. Across industries, the collection, analysis, and refinement of data is the battleground businesses are competing in to differentiate themselves to customers.
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Beyond Philosophy
JULY 12, 2019
Choice architecture is a significant factor in buying decisions you make every day. From how they stock the buffet line to how likely you are to donate your organs after you die, the psychology of choice is influencing your decisions every day. In this episode of The Intuitive Customer, we explore the concept of Choice Architecture and how it affects our daily lives.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
CX Global Media
JULY 12, 2019
The fifth step ( Step 1 , Step 2 , Step 3 , Step 4 ) in the contact center agent journey is about agent retention. Retaining contact center agents has always been a significant focus area in contact centers. With labor being the most significant expense in contact centers, labor is even more costly when you’re unable to retain it. Retention of productive agent is a major concern of HR professionals and business executives.
Myra Golden Media
JULY 12, 2019
The goal was to motivate customer service employees to deliver a better customer experience by monitoring calls and giving feedback on calls. The manager carefully crafted a monitoring form, which would be used to measure everything from listening skills to friendliness, to empathy. Each dimension on the score sheet was rated on a 5-point scale after supervisors listened to a random sample of calls between employees and customers.
Customer Experience Matters
JULY 12, 2019
Our team joined Qualtrics last October to create the XM Institute, and one of the great things that we’ve found is that there are many people across Qualtrics who are experts in different aspects of Experience Management (XM). So I decided to interview one of them, Ben Granger. Ben is a Sr. Principal for Global EX Strategy. He spends his days thinking about and helping organizations design leading-edge EX programs.
Myra Golden Media
JULY 12, 2019
Read the webinar outline and signup!
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.
Customercount
JULY 12, 2019
CustomerCount has partnered with Noble Systems to integrate our first-class enterprise feedback management system with their industry-leading gamification platform to create powerful new levels of value for the processes of motivating employees and gathering customer feedback. Continue reading → The post CustomerCount and Noble Systems Gamification appeared first on CustomerCount.
Integrity Solutions
JULY 12, 2019
You won’t find out what customers value if you’re not listening and developing a questioning mindset that develops two-way conversations. By Brian Snader Whether you’re in a B2B industry or working directly with customers in a bank or other financial services, many businesses strive to understand what customers value. We know that building value for customers is how you ultimately earn their loyalty , but each customer is different.
Totango
JULY 12, 2019
In the past six years, we’ve experienced tremendous success with our annual Customer Success Summit. Given the overwhelmingly positive response to our Executive Forum in Napa earlier this year, we are bringing the same focused, hands-on learning and collaboration approach to our Customer Success Summit – Team Edition. This premier event will take place September 11-13 in the bright lights of New York City.
NICE inContact
JULY 12, 2019
We’ve come a long way since the invention of social media, and today the advantages of digital customer service integration are crystal clear. What was once a trend among tech-savvy brands is now a necessity for everyone who wants to grow their business. Even when you’re already convinced of the advantages of digital customer service, there’s a series of steps to take before actually integrating a new system into your call center software.
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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.
TeamSupport
JULY 12, 2019
In the business world, knowledge is power. A team of bad ass, knowledgeable employees will impress even the most difficult customers. However, finding the right people to build a team like this isn’t easy and can take a lot of time. In many companies, knowledge is acquired through direct experience. A senior employee that has been working on a product for a long time will know it inside and out.
Global Response
JULY 12, 2019
Get started to measure performance and create a dashboard Metrics are used by customer care teams to measure performance and signal when changes are needed to make improvements. Key performance indicators (KPIs) more. The post KPI 101: Metrics every call center should know appeared first on Global Response.
Squelch
JULY 12, 2019
Throughout 2019, Zendesk is traveling around the globe to present a series of one-day events collectively called Zendesk Showcase. The mini-conferences are designed for customer experience, support, and success leaders to come together for conversations on creating seamless experiences for both employees and customers. The events also let professionals explore the latest and greatest CX tools and learn about innovative brands that prioritize service.
ForeSee
JULY 12, 2019
Customers don’t only judge you against your competitors. They compare experiences with your brand against the best experiences they have, everywhere. That means you’re being judged against leaders in every.
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!
Waterfield Technologies
JULY 12, 2019
Contact centers of all sizes are challenged from many different angles today. Customers call in expecting immediate service and engagement for their issues. Contact center agents want support from higher-ups […]. The post Transforming the Contact Center Experience With AI appeared first on Waterfield Technologies.
inSided
JULY 12, 2019
The ability to customize a product is an important and sought-after request, especially in B2B software companies. As B2B SaaS offerings soar in popularity, so too does the desire for organizations to be able to put their own brand on their software and tailor its usage to effectively suit the needs of the end user. It’s an understandable request, right?
Brad Cleveland Blog
JULY 12, 2019
The post Cutting Costs with Minimum Impact on Customers appeared first on Brad Cleveland.
Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster
As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.
LiveChat
JULY 12, 2019
Human brains are programmed in such a way that they process visuals 60,000 faster than words. If you have ever visited a primitive cave, the paintings on the wall would have fascinated you more rather than the description. That’s the magic of visuals. They have always been the most effective story-tellers. No wonder, the love of humans for visual communication hasn’t waned with time.
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