GetFeedback

JANUARY 2, 2020

Bad survey questions can easily muddy your data and derail your business decisions. Here are 7 examples of questions to avoid in your next survey.

Surveys 114

Surveys 114

Totango

JANUARY 2, 2020

As the economy continues to become more digitally-based, customer data becomes more valuable and accessible than ever. To operate without insight into your customers’ preferences or behaviors is to work in the dark; it’s both ineffective and inefficient, leaving far too much up to chance. The evidence is clear —companies that use customer data insights to arm their operations teams outperform their competitors by as much as 85%.

Best practices 71

Best practices Customer centricity Surveys CRM 71

GetFeedback

JANUARY 2, 2020

You’re ready to integrate your feedback program with Salesforce. But where do you begin? We’ll help you get started.

Feedback 97

Feedback 97

Monet Software

JANUARY 2, 2020

The New Year is here! For many contact centers, that means one thing—a dramatic shift in call volumes. Retailers are enduring the end of the holiday influx. Fitness centers are preparing for the crunch (and not the abdominal kind). And other sectors, such as B2B, are readying themselves for lulls that present a different type of staffing challenge. With the right strategies in place, sharp changes in contact volumes shouldn’t overwhelm agents, degrade the customer experience, or harm the c

Management 71

Management Average Handle Time Contact Center Call Center 71

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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.

GetFeedback

JANUARY 2, 2020

This guide covers four key methods to successfully conduct customer research that will help you improve overall customer experience. .

Customer Experience 78

Customer Experience 78

GetFeedback

JANUARY 2, 2020

Planning and executing an event takes major time and money. The right conference and event survey questions help you deliver.

Surveys 78

Surveys 78

Revation Systems

JANUARY 2, 2020

Jumping into 2020, it’s important to evaluate the changes and progress the healthcare industry has made over the last 10 – 20 years thanks to various advancements in technology. State and national regulations have also been implemented to ensure patient data is protected and secure in the wake of this new digital environment. In addition to the introduction of HIPAA in 1996, the Health Information Technology for Economic and Clinical Health ( HITECH ) Act of 2009 was designed to address th

Technology 62

Technology Healthcare contact center solutions Contact Center 62

GetFeedback

JANUARY 2, 2020

This guide will teach you how to create a customer experience journey map, analyze each key touchpoint, and take action.

Journey mapping 78

Journey mapping Customer Experience 78

Talkdesk

JANUARY 2, 2020

Talkdesk is again featured prominently in a report from Gartner, the world’s leading research and advisory company. After placing in the Leader quadrant of the 2019 CCaaS Magic Quadrant for North America , Talkdesk is atop the list of customer service vendors in Prepare for the Impact of a Consolidating Customer Service Technologies Marketplace. This new report examines the rapidly changing landscape of available solutions for the customer service industry along with valuable insights, analysis

Customer Service 66

Customer Service Multichannel Self service Contact Center 66

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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

Surveys

ChaseData

JANUARY 2, 2020

Your contact center’s conversion rate is vitally important to your overall success as a company. Regardless of what else is going on in your facility, if you aren’t turning leads into paying customers, you aren’t making positive progress. Unfortunately, many facilities struggle with a low call center conversion rate. What can you do to change that trend in your own center?

Call Center 64

Call Center call center software 64

TELUS International

JANUARY 2, 2020

Customer Experience 140

Customer Experience 140

GetFeedback

JANUARY 2, 2020

The right NPS survey will help you build long-lasting relationships with your customers.

Surveys 78

Surveys Customer Experience 78

inmoment

JANUARY 2, 2020

If one thing is certain, it’s that digital expectations are perpetually changing—that’s true for customers, employees, and businesses. And yet, organizations are always playing catch up; the more phenomenal experiences they deliver, the greater expectations grow. . In fact, when we surveyed consumers and brands to better comprehend the overlapping and conflicting opinions on how the customer experience is delivered, we discovered that fifty percent of brands said they are “definitely” doing bett

Metrics 52

Metrics Best practices Feedback Surveys 52

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.

Customer Experience

McorpCX

JANUARY 2, 2020

Humans like rules — when they apply to someone else. But sometimes they’re necessary for us all; without them, even the best of intentions can fall apart. When it comes to implementing customer experience (CX) capabilities in an organization, human nature and our ability to rationalize can torpedo a great theoretical plan. Everyone on the team may agree that a CX program is needed, but creating a framework that ensures consistent and systematic management of the CX plan frequently gets shunted t

Government 52

Government Customer Experience Management 52

FiveStars

JANUARY 2, 2020

50-60% of first-time customers don’t come back. Meanwhile, upwards of 80% of a business’ revenue comes from repeat customers. So you need a way to keep your customers returning, without investing considerable effort on that front; you already have heaps of work piled up on your desk. Fortune 500 companies use lifecycle marketing tools to […]. The post AutoPilot lets you do less, and get more. appeared first on Fivestars Insights.

Marketing 52

Marketing Customer retention 52

McorpCX

JANUARY 2, 2020

Yup. It’s that “New Year’s Resolutions” time of year again. If this reminder makes your eyes roll, then my apologies – I get it. Too many choices, not enough time. So I’ll make it easy for you: this year, resolve to turn your business into an employee experience leader. Come 2020 and beyond, your employees—and your customers—will thank you. And just as importantly, your top and bottom lines will thank you, too.

Marketing 52

Marketing Customer Experience 52

CSM Magazine

JANUARY 2, 2020

If we were to roll back the decades, there was almost no such thing as a “low morale team” Employees accepted their environment, good or bad, and that was the end of the matter. Suffice to say, things have turned on their head. While employees don’t have all of the power, the fact that there are so many companies out there who make it their aim to be as employee-friendly as possible gives us all options.

Morale 52

Morale Government 52

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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.

Self service

Jon Arnold

JANUARY 2, 2020

My plate was full for the last month of the decade, but this time around, that didn’t include a great deal of writing - at least with my JAA byline. I also do ghostwriting, and worked through five pieces across three clients last month on that front. If you’re not sure of how I can be of service with thought leadership to your company - writing or otherwise - you might be surprised by the range of possibilities shown on my website.

Management 52

Management 52

CSM Magazine

JANUARY 2, 2020

We frequently assume that if we hire someone with a great resume and a strong background of industry and competitor experience, we’ve found a gem. We hope that this person will bring to the organization a breadth of knowledge that will help provide new insights on industry best practices and secret sauces. If we can get them at a reasonable cost, even better.

Education 52

Education Customer centricity Coaching Best practices 52

bold360 Blog

JANUARY 2, 2020

Subscribe via iTunes , Spotify and more. I did 50 podcasts this year. So for my last episode in 2019, I wanted to look back at what I’d learned from those conversations. It’s been an exciting year. We saw a lot of investment from the tech titans like Google, Amazon, and Microsoft, They’re continuing to invest in tools that make AI easier to use and more accessible.

Virtual Agent 59

Virtual Agent Real estate Chatbots Technology 59

Customer Experience Matters

JANUARY 2, 2020

Happy New Year! Wow, it’s 2020… the start to a new decade. I’m really looking forward to what’s ahead. My previous post discusses how 2020 will be the Year Of Insightful Actions, but I also wanted to zoom out and share a broader perspective. Appreciating The Past 10 Years Before focusing on the 2020s, I’d like to pause and express my gratitude for the 2010s.

Customer Experience 40

Customer Experience Management 40

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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inmoment

JANUARY 2, 2020

If one thing is certain, it’s that digital expectations are perpetually changing—that’s true for customers, employees, and businesses. And yet, organizations are always playing catch up; the more phenomenal experiences they deliver, the greater expectations grow. . In fact, when we surveyed consumers and brands to better comprehend the overlapping and conflicting opinions on how the customer experience is delivered, we discovered that fifty percent of brands said they are “definitely” doing bett

Metrics 40

Metrics Best practices Feedback Surveys 40

Language I/O

JANUARY 2, 2020

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Brad Cleveland Blog

JANUARY 2, 2020

It’s a new year and a great time to reflect on challenges in your contact center. Chances are that if you’ve managed a contact center for any length of time, organizing schedules has been one of them. But there is … Continue reading → The post Contact Center Scheduling Can Be Creative and Collaborative appeared first on Brad Cleveland.

Contact Center 26

Contact Center Management Call Center Customer Service 26

Calabrio

JANUARY 2, 2020

As an exciting new era commences as part of Calabrio, Olle Düring celebrates the upcoming journey with Customer Experience (CX) Intelligence and opportunities to connect with the fully blended brand. In June 2019, Calabrio acquired Teleopti, offering the perfect path forward for our team, customers, partners and WFM product. The acquisition was the ideal next step for both companies to unite and create the global standard for the customer experience industry and take the shared mission to humani

Analytics 88

Analytics Quality management Contact Center Customer Experience 88

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

Journey mapping

Brad Cleveland Blog

JANUARY 2, 2020

It’s a new year and a great time to reflect on challenges in your contact center. Chances are that if you’ve managed a contact center for any length of time, organizing schedules has been one of those challenges. But there is good news when working through this challenge. Scheduling is creative. It’s collaborative.

Contact Center 26

Contact Center Management Call Center Customer Service 26

JustCall

JANUARY 2, 2020

With 2020 close at hand, we at JustCall are excited about all the upcoming updates and integrations. But 2019 was definitely a special year for us and our customers. We were able to bring multiple feature updates around JustCall and its integrations. We also launched some new CRM, sales intelligence and marketing automation integrations. Along with that, users all around the globe helped JustCall in crossing the 10 million calls and 8 million text messages milestone. .

CRM 52

CRM Analytics Surveys Accountability 52

Brad Cleveland Blog

JANUARY 2, 2020

It’s a new year and a great time to reflect on challenges in your contact center. Chances are that if you’ve managed a contact center for any length of time, organizing schedules has been one of them. But there is good news. Scheduling is creative. It’s collaborative.

Contact Center 20

Contact Center Management Call Center Customer Service 20