Mindtouch
JANUARY 20, 2017
At MindTouch, we’ve focused on two pillars that gird the growth of our business. Deliver a product that our customers value and love so much that they recommend it to others. Maintain a culture that attracts smart, good people who want to work hard doing great things. It’s difficult to measure culture, but measuring the value created by our product is much easier.
Amity
JANUARY 20, 2017
Customer Success is still a relatively young discipline, and as a result, leadership teams are often unsure about where it fits into their organization. Companies that don’t want to miss out on the trend of branding themselves as “customer-centric” might consider repackaging an existing team, like Account Management, as Customer Success.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
GetFeedback
JANUARY 20, 2017
Customer satisfaction data belongs in Service Cloud. Here are the basics of measuring CSAT with Salesforce, from implementation to best practices.
LiveChat
JANUARY 20, 2017
The world’s changing faster than ever. When my grandma (born in 1925), wanted to do some fancy shopping, she had to drive 40km to the next big city and then she was shopping for a whole day. She was asking store assistants or other shoppers which product they would recommend and then she was buying it. How do I shop? It takes 10 minutes from a thought that I should do some shopping to the moment I make a purchase.
Advertisement
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
NameShouts
JANUARY 20, 2017
We’re big fans of agileBase, so it was quite exciting to work with them on producing this post. We’ve copied the content here to help you find out more about how you can use NameShouts as an integration with agileBase now! Here’s the original post. Whatever business you’re in, you’ll likely be meeting and speaking to new people to expand your circles of contacts and customers.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Nimble
JANUARY 20, 2017
I think it’s safe to say that when it comes to our personal and work life, we’ve all developed some bad habits. Whether it’s skim reading through emails, never taking a work break, inefficient multitasking or even going over the speed limit to get to work quicker, we’ve all developed […].
PanTerra
JANUARY 20, 2017
Digital Marketing industry is flourishing every year. People are coming up with extraordinary marketing strategies which is helping the digital market to thrive. According to 51.9 % marketers, videos have the best return on investment.
Connect
JANUARY 20, 2017
IT solutions for increasing employee productivity have had a dramatic effect over recent years, beginning with the introduction of email, video conferencing and instant messaging, and more recently tablets and smartphones encouraging flexible and remote working. The result of this is that personal productivity has bee n boosted enormously – we have everything we need to do our jobs faster and more effectively, any time, anywhere in the world.
Uniphore
JANUARY 20, 2017
So one of the things that we hear and see frequently is that many organizations tend to have two groups within, both kind of oriented toward "How can we engage customers and get them to self-serve?" There's the digital side that's responsible for the web and mobile app, and then there's the voice side that's responsible for the IVR and the natural language.
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.
ForeSee
JANUARY 20, 2017
In its 11th year, our annual client event, Connect: The ForeSee Summit has become a gathering worthy of the very best CX champions across multiple industries who attend. And today we. The post Find out who’s speaking at 2017 Connect: The ForeSee Summit appeared first on ForeSee.
Uniphore
JANUARY 20, 2017
There is no longer any doubt that the clear majority of customers in most developed geographies are strongly leaning towards a preference for self-service and the utilization of digital channels. As a consequence, many organizations are scrambling to deploy a plethora of what are seen to be ‘quick-fix’ digital offerings in a parallel quest to both increase customer satisfaction while simultaneously reducing operational costs.
Verint
JANUARY 20, 2017
Managing to Service Level Agreements (SLAs) can be a daunting challenge, mostly because few organizations can view and track service requests and work items from the point of origin all the way through execution.
Brad Cleveland Blog
JANUARY 20, 2017
Consider a few examples that illustrate the interrelated nature of contact center performance measures: Cost per contact going down may actually be a bad sign. Viewed alone, a dropping cost per contact would seem like a positive indication. However, if … Continue reading → The post Caution: Don’t View Contact Center Performance Measures in Isolation appeared first on Brad Cleveland.
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.
ShepHyken
JANUARY 20, 2017
This week on our Friends on Friday guest blog post my colleague, Jason Grills, writes about the importance of good customer support and the impact it can have on your business. Customer support agents must understand just how important their roles and responsibilities are to the customer experience. – Shep Hyken. Your customers are the core of your business and, as such, they need to be provided with the best possible customer support when they need it, which is the key factor that can significa
Brad Cleveland Blog
JANUARY 20, 2017
Consider a few examples that illustrate the interrelated nature of contact center performance measures: Cost per contact going down may actually be a bad sign. Viewed alone, a dropping cost per contact would seem like a positive indication.
aircall
JANUARY 20, 2017
The automation of everyday life is not an unusual occurrence: from grocery shopping to the management of our very social life, we smoothly automate a great many tasks. Customer service automation is no exception. As customers become both more tech-savvy and more demanding, their foremost expectation in terms of service is speed. Customer service automation can help in that regard, and in others.
Brad Cleveland Blog
JANUARY 20, 2017
Consider a few examples that illustrate the interrelated nature of contact center performance measures: Cost per contact going down may actually be a bad sign. Viewed alone, a dropping cost per contact would seem like a positive indication.
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
Expert insights. Personalized for you.
91 
Let's personalize your content