ShepHyken

APRIL 11, 2017

Adam Dorrell on How to Monetize the Net Promoter Score. How do you use the Net Promoter Score® to retain your customers? How can you make money by understanding the numbers behind this survey? How can you sell the C-Suite on the benefits of investing in Customer Retention? Shep Hyken interviews Adam Dorrell, the CEO and co-founder of CustomerGauge. First Up: Shep Hyken’s opening comments focus on the Net Promoter Score®, which is the result of a survey question that asks a customer “How likely w

Customer retention 209

Customer retention Benchmark Surveys CRM 209

Contact Center Pipeline

APRIL 11, 2017

Going to SWPP’s Annual Conference is like going to Workforce Management camp. Surrounding ourselves with like-minded buddies for three days is a powerful energy that rejuvenates us. There were many dedicated people at SWPP this year. The best tag line in the “About Me” section that I saw was from Tony Graczyk, CCWFM Manager at […].

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Management Contact Center Call Center 100

Andrew Mcfarland

APRIL 11, 2017

It may be legal under carriage contracts to forcibly remove peaceful passengers from a plane, as United did earlier this week, but it’s a bad idea. Not all passengers who book tickets show up for flights. To account for this.

Airlines 86

Airlines Accountability 86

Kayako

APRIL 11, 2017

This is a guest post by Mary Grace. She will guide you through why customer care is so important and how teams can feel empowered to help their customers. You love doing everything that you can for your customers. If there is a way for you to solve problems, your instincts are going to tell you to solve it, of course! However, there are certain times when you cannot accommodate your customers’ requests, and while you absolutely hate to let your customers down… sometimes you have to.

Customer Care 76

Customer Care Advertising Scripts Accountability 76

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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.

Clarabridge

APRIL 11, 2017

Clarabridge recently conducted a study of both contact center agents and consumers. We wanted to see where their expectations and experiences lined up when it comes to customer service calls. No surprises here—the customers and agents don’t typically see eye to eye. Dissatisfaction levels are at an all-time high when it comes to contact center calls.

Contact Center 77

Contact Center Call Center Feedback Wait times 77

Robert Davis

APRIL 11, 2017

By Larry Hunt , Vice President and Practice Leader. Many leaders approach employee motivation from the organization’s point of view, trying to figure out how to get team members to perform better with a primary focus on reaching company goals. It is far better to take Zig Ziglar’s advice: “You can have everything in life you want, if you will just help people get what they want.”.

Personalization 59

Personalization Accountability Management Call Center 59

TASKE Technology

APRIL 11, 2017

Today, we expect information on demand and at our fingertips. In the context of our increasingly mobile workforce, it’s particularly important that the information we rely on to make decisions is accurate, and available both where and when we need it. An accurate view of real-time activity. Proactive management of changes in your contact center has never been more important to customer satisfaction.

Abandon Call 56

Abandon Call Contact Center Wait times Education 56

Talkdesk

APRIL 11, 2017

From its founding, Talkdesk has differentiated itself from its competitors by focusing first and foremost on the end customer. We know that delivering brilliant customer interactions is how forward-thinking brands and companies foster meaningful relationships with their customers. Our north star has always been our customers’ customers, and we’re happy to announce that this mission has led to another innovation in the Talkdesk product: Sentiment.

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Abandon rate Contact Center Surveys Call Center 50

LiveChat

APRIL 11, 2017

Vanity metrics are the perfect Cloak of Invisibility. “How is it going?” your boss asks. “Fantastic, our website had thousands of views last month!” you answer. “Did they like what they saw?” wants to know your boss. “They sure did, they spent around 3 minutes on this website each and 56% of them were returning!” you reply. You have just used your Cloak of Invisibility to hide that you have no idea what you’re talking about.

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Metrics Analytics Marketing Customer Service 41

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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

Verint

APRIL 11, 2017

What a difference 18 months make. Telligent became part of the Verint family in August 2015, and this May will mark our second Engage ™ Global Customer Conference. As users of our Community solutions join to share best practices, success stories and more, Verint has its own great use case story to share based on our Telligent Community being used in multiple areas across Verint.

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Best practices Technology Customer Service Customer Experience 34

Brad Cleveland Blog

APRIL 11, 2017

Here’s an idea: If you’re a consumer-facing service operation and want to stand out from the crowd, be there for your customers on weekends. That’s when many are checking accounts, kicking around options for the renovation, paying utility bills, and … Continue reading → The post Staffing for Weekends appeared first on Brad Cleveland.

Accountability 26

Accountability Contact Center Call Center Customer Experience 26

Influitive

APRIL 11, 2017

Are branded communities living up to organizational expectations? Although hopes are high, B2B online communities frequently become nothing more than dead zones featuring the occasional support question—a far cry from their vibrant consumer counterparts. However, all that is changing. Recent research from CMX and Influitive on B2B communities shows that more and more organizations are.

B2B 61

B2B Metrics Management 61

Brad Cleveland Blog

APRIL 11, 2017

Here’s an idea: If you’re a consumer-facing service operation and want to stand out from the crowd, be there for your customers on weekends. That’s when many are checking accounts, kicking around options for the renovation, paying utility bills, and booking that trip to see Aunt Mae.

Accountability 21

Accountability Contact Center Call Center Customer Experience 21

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

Topdown

APRIL 11, 2017

Elizabeth Barrette, Senior Solutions Architect with Dun & Bradstreet, recently wrote an article entitled Creating a Trusted View of a Customer. Barrette explains, “ The value of a trusted view of a customer is fairly well known. The trusted view often underpins a 360-degree view of the customer fully exposing the business relationship across the enterprise.

Enterprise 48

Enterprise Customer Experience 48

Brad Cleveland Blog

APRIL 11, 2017

Here’s an idea: If you’re a consumer-facing service operation and want to stand out from the crowd, be there for your customers on weekends. That’s when many are checking accounts, kicking around options for the renovation, paying utility bills, and booking that trip to see Aunt Mae.

Accountability 20

Accountability Contact Center Call Center Customer Experience 20