Beyond Philosophy
APRIL 20, 2018
Once customers move from planning to implementation, they pass across a metaphorical Rubicon. People justify their thinking and it is then difficult to change their decisions. How do you recognize this and what can you do? The post The Rubicon Model and How To Use It To Your Advantage appeared first on.
Amity
APRIL 20, 2018
While it might sound straightforward, a Quarterly Business Reviews’ purpose is to investigate, more than simply just reviewing the past quarter. You need to focus on the key metrics that deserve to be expanded on and identify the ones to keep short and simple. The end goal of a QBR is to deepen the relationship and solidify it. As easy as it is to grasp the concept of a successful QBR, in practice, a lot of us still miss the mark.
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Branch Mesenger
APRIL 20, 2018
Honoring The Letter: How Jeff Bezos Looks Back While Always Looking Forward. In the fast-moving, always-on, always online world, we sometimes forget how important the letter is. This week, Jeff Bezos commemorated twenty years of his shareholder newsletter, which is a journey through the past year of learnings, metrics, and performance at Amazon. In the most recent letter, he announced that after 13 years post-launch of Prime, they exceeded 100 million users globally.
InGenius
APRIL 20, 2018
For all you customer success managers out there, you may have seen our own Jorie Basque featured recently as a mentor on CSM from the Trenches , a community launched by ClientSuccess. CSM from the Trenches is a community where CSMs can learn from one another and it provides content on what it's really like to be on the CSM frontline. For more information on how to participate in the community, check out this blog post.
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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.
Aspect
APRIL 20, 2018
“It gets better over time” may be the leading slogan for artificial intelligence (AI) these days. It’s also the technology’s biggest excuse. Is “better later” acceptable in today’s marketplace? How long should we wait for AI to become great? For a company that is trying to decide whether to use chatbots to serve customers, those questions matter. Two Roads to Rome.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
LiveChat
APRIL 20, 2018
As a B2B company, you’ll know that the process of attracting, nurturing and converting leads is the cornerstone of your business. However, it’s tricky to maintain a steady volume of high-quality leads, especially through email, content and social media. In fact, HubSpot’s State of Inbound 2017 report revealed that generating traffic and acquiring leads was one of the top challenges faced by marketers.
Spearline
APRIL 20, 2018
At Spearline, we understand that saving time is a crucial aspect of running a successful business. If your customers are unable to contact you through your global contact numbers, for any reason, you need to know about it ASAP to get it resolved. But how do you ensure you’re the first to know about a contact number going down? And, when you do find out that one of your contact numbers is failing to connect, where do you start when it comes to resolving the issue?
NobelBiz
APRIL 20, 2018
Picking The Right Program The First Time With so many options in the industry for different Channel Programs, people often ask me how to pick the right channel partner. What are the factors? As you may already know, not all Agent Programs offer the same incentives and opportunities. As a rule of [ ] The post Top 5 Factors To Consider When Joining A Channel Program appeared first on NobelBiz™.
Verint
APRIL 20, 2018
As one of the UK’s leading home assistance providers, HomeServe contact centers process almost 2 million calls per year. The company wanted to gain stronger insights into the quality of its customer service, so it turned to Verint Speech Analytics for the insights it needed to quickly address issues such as hold times and repeat calls. In addition, they leveraged speech analytics to help identify where customers were having challenges with particular areas of the organization’s online offering—p
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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
Callminer
APRIL 20, 2018
Customer experience (CX) is evolving. Change isn’t necessarily bad, but it certainly is confusing when you have to cut through the noise and determine which best practices and trends will launch your contact center ahead of the competition. As a CX leader, you also need to know which technologies will help you achieve your core objectives in managing the customer experience.
ShepHyken
APRIL 20, 2018
This week we feature an article by Megan Wenzl who writes about the customer experience and online reviews. Ask your customers to post online reviews. This shows that you have confidence that you will take care of your customers by delivering a great customer service experience and taking care of any problems that may arise – in such a way that will earn you a glowing online review. – Shep Hyken.
Beyond Philosophy
APRIL 20, 2018
Starbucks has announced that it will close more than 8,000 company-owned stores on May 29 to present racial bias education to its employees. This dramatic move is a response to last week’s incident at a Philadelphia Starbucks, where two black men were arrested as they waited for a third man to arrive for a meeting. The response by Starbucks CEO Kevin Johnson has been impressive.
aircall
APRIL 20, 2018
As it turns out, new consumer-reported statistics have confirmed what we knew all along. According to a recent Oracle survey of 5,028 consumers , 68% said they would buy more from brands that “put service back in customer service.”. Right. But what does this mean exactly? 79% Want their issues to be resolved in one interaction. 76% Will use a company that can minimize menu selections and get them to the right individual quickly. 75% Recognize the value and efficiency of voice and video chat.
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.
Dialer 360
APRIL 20, 2018
Digital transformation contact center is essential to practice for sustainability in 2018. Moreover, it is fundamental to any business that needs to remain important in the present market, as the fast changes in innovation are changing the pace of business. Budgeting, spending plans and company’s goal are now completely modified as compare to some years back!
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