6 Steps to Improve Your Customer Satisfaction Surveys
Callminer
APRIL 4, 2017
Good surveys produce good data, and good data reflects experiences your customers actually have with the company. Good data shows where you need to improve.
Tue.Apr 04, 2017
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Amazing Business Radio: Jeff Toister
ShepHyken
APRIL 4, 2017
Jeff Toister Provides 3 Steps to Developing a Customer-Focused Culture. Nearly every company says that they want to have a customer-focused culture, but then why are so many companies lacking one? What are the steps that your company needs to take to be committed to becoming customer focused? Shep Hyken speaks with Jeff Toister about his new book, The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service.
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The Human Experience (HX) – the result of all other experiences
ijgolding
APRIL 4, 2017
There are certain things in life that are indisputable. Money does not grow on trees, is just one example. The earth is round, is another. Additionally, it cannot be denied that we – that is you and I – in fact all people on the planet – are human beings. I know that often human beings behave in a way that puts our humanity in doubt, yet even though not all people share the same moral or ethical code, we are all humans nonetheless.
Contact Center Pipeline Magazine: Inside Our April 2017 Issue
Contact Center Pipeline
APRIL 4, 2017
Spring has sprung here in Annapolis, MD. The little peepers are singing at the top of their lungs in the evening letting us all know that spring is finally here. Their singing tells us it’s time for new growth and renewal. In our professional lives, it means time for spring cleaning. Sure, that means physically […].
Reimagine Your Communications With A Unified Platform
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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.
Failing Your Customers Can Help You Serve Them Better
PeopleMetrics
APRIL 4, 2017
Hey, we get it – nobody wants to fail. But the hard truth is that failure is a fact of life. We try, get knocked down, and pick ourselves up to try again. We hold the ‘dust yourself off and get back on the horse’ ethos as admirable. We teach it to our children, and encourage them to learn from their mistakes. And we try to do this ourselves, as well.
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You Can Absolutely Ignore Social Customer Care
Russel Lolacher
APRIL 4, 2017
Is social customer care important to you? Recently, customer service king o’kings Shep Hyken, visited Social Media Marketing World in San Diego to speak on the customer experience and its changing nature. His experience at the conference inspired him to write this article for 4hoteliers: Social Customer Care Cannot Be Ignored I have to disagree with Shep.
Is better customer service the “necessity” that AI needs to be relevant?
Vonage
APRIL 4, 2017
Recently, Craig Borowski, Customer Service Market Analyst for the online technology consultancy Software Advice, released a new report which studied if better customer service is the “necessity” that AI needs to be relevant. We had the opportunity to speak with Mr. Borowski to learn a little more about what his research uncovered. What have been some of the significant AI developments over the last few years?
3 Good Reasons Clarabridge Won a CX Vendor Excellence Award
Clarabridge
APRIL 4, 2017
Last week, Clarabridge won a Temkin Group CX Vendor Excellence Award for the third time. According to the Temkin Group website, “Temkin Group CX Vendor Excellence Awards recognize any type of vendor (software company, research firm, consultant, etc.) that helps its clients deliver great customer experience.” With that in mind, we are delighted to be included among the winners.
Cloud Solutions Are Rising in the Contact Center
DMG Consulting
APRIL 4, 2017
Thank you for your interest in DMG Consulting’s publications. Please complete the registration form below. First Name * Last Name Email Address *. Monthly DMG Newsletter. I would like to receive the monthly DMG Newsletter. Comments This field is for validation purposes and should be left unchanged. Close. Cloud Solutions Are Rising in the Contact Center. 2/27/2017.
The Verint Experience Index: Retail
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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
Business Continuity and How to Achieve It
airespring
APRIL 4, 2017
The days when you could leave an “out for lunch” sign on the front door of your business are over. Consumers expect businesses to be on at all times these days, ready to service their needs. That’s why so many companies invest in business continuity plans. But how do you achieve true business continuity? We broke it down into five layers, each of which are necessary to ensure that your business will continue to be ‘on’ no matter the situation.
Omni-Channel Contact Centers are Required in the Digital Era (whitepaper)
DMG Consulting
APRIL 4, 2017
Omni-Channel Contact Centers are Required in the Digital Era (whitepaper). 3/31/2017. By Donna Fluss. Introduction. The new generation of contact center infrastructure is designed to support customers in their channel of choice and to provide a seamless experience and track customers and their activities as they transition between channels. To continue reading, download the PDF by registering below: DOWNLOAD.
Business Continuity and How to Achieve It
airespring
APRIL 4, 2017
The days when you could leave an “out for lunch” sign on the front door of your business are over. Consumers expect businesses to be on at all times these days, ready to service their needs. That’s why so many companies invest in business continuity plans. But how do you achieve true business continuity? We broke it down into five layers, each of which are necessary to ensure that your business will continue to be ‘on’ no matter the situation.
New Technology Simplifies Remote Access
Strategic Contact
APRIL 4, 2017
Contact centers need a flexible and secure infrastructure to support remote access to support home agents, “on the go” leaders, outsourcers, business continuity, and branches and retail outlets. Fortunately, enhancements in core technology and network connectivity, along with the proliferation of cloud systems, create a simplified approach to remote access to contact center systems.
Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity
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.
What End-Users Want from Their Cloud-Based Contact Center Infrastructure Vendor (whitepaper)
DMG Consulting
APRIL 4, 2017
What End-Users Want from Their Cloud-Based Contact Center Infrastructure Vendor (whitepaper). 3/31/2017. By Donna Fluss. Introduction. Key end-user requirements are ease of doing business, highly reliable system performance, contact center expertise, on-going innovation, disaster recovery/business continuity, and a partner committed to their success.
Customer Service Tips. How to Close a Conversation
Provide Support
APRIL 4, 2017
How to close a conversation tips. “Kind words can be short and easy to speak, but their echoes are truly endless.” – Mother Theresa. The way you respond to your customers shows how you respect them and their business. In one of my earlier blog posts I offered useful recommendations for greeting your customers. Today I decided to talk about a proper conversation closing.
9 Reasons Every Physician Needs a Medical Answering Service
CMS
APRIL 4, 2017
You give countless hours of care to your patients during the week, but your work doesn’t stop when your doors close. After business hours and during the weekend, your patients turn to the phone for their medical emergencies and questions. You take the calls you can and the rest go to voicemail, waiting until a staff member can respond during your busy operating hours.
The right vendor is worth their weight in gold
Uniphore
APRIL 4, 2017
When implementing a new contact center, or transforming to a next generation one, the most critical piece of the puzzle is not the technologies implemented, but the vendor that does the implementing. Read More.
The Open CCaaS Advantage Report
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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.
Five Tips for Building a Customer Journey Map—A Tool For Positive Change
Verint
APRIL 4, 2017
Whether transactional or holistic, journey maps need customer data to be relevant and credible. In last month’s article , I discussed how to get the most from customer journey maps and how to make them work for your organization. Many of you asked for more details about how to build one, so I will share some of the lessons we learned in building ours.
The 2017 CRM Service Rising Stars: NICE—the Contact Center Consolidator
DMG Consulting
APRIL 4, 2017
Hypergrowth to IPO in Customer Success – CS100 Summit Session Recap: Mitch Macfarlane
ClientSuccess
APRIL 4, 2017
Mitch Mcfarlane, SVP of Product and Customer Experience at Instructure , recently spoke alongside several other customer success executives and leaders at the CS100 Summit 2016 in Park City, Utah. At Instructure, Mitch succeeded in scaling customer experience from 3 to over 300 employees in just 5 years. He also helped the team hit 100% net revenue retention during this time and kept NPS scores consistently above 50.
SME Relationships: Proven Solutions for Seamless Collaboration and Success
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!
Social Media Ninja 101: The Most Popular Social Network Sites
LiveChat
APRIL 4, 2017
While it’s clear why having at least one social media account is a “must” for business, it might be difficult which social network site you should choose. Some people think that because Facebook has 2 billion active users, then they should be present on Facebook. Or, because so many people hang out on Instagram (600 million users), you should be there as well.
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