Wed.Jun 21, 2017

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Complimentary Should Mean Free

ShepHyken

My buddy went to dinner with his wife to celebrate their anniversary. The server overheard them talking about how many years they had been married and was flattered they chose to spend their special night at the restaurant. So, he brought them over complimentary champagne. They were surprised and most appreciative. That is, until the bill came. As my friend looked over the bill he noticed there were two complimentary glasses of champagne on the bill had a charge of two dollars per glass.

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Call Center Training Best Practices

Callminer

Like in any professional field, training provides a neutral environment where staff can learn and practice their skills. It is important to provide employees with the best tools to ensure they can perform their tasks to the best of their ability. Over the years, call centers have seen the development of numerous industry-specific training tools and coaching practices.

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Chart a Clear Course for Technology Selection

Contact Center Pipeline

Technology selections without strategy, requirements and criteria are like rudderless ships that roam the sea of options without docking at the right ports. Some captains may fall prey to “dog and pony” shows that focus on what “could be,” whether the “could be” is a requirement or not. Others are paralyzed by a Fear Of […].

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How to Make your Survey Better than Nordstrom, Lowe’s, and Walmart

Callminer

The surveys say they want to know about our experiences as a customer, but do they really want to know? Or, is this just PR spin?

Surveys 182
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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.

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Why Amazon’s Acquisition of Whole Foods is a Big Deal for Customer Experience

CustomerGauge

Amazon is truly living up to its nickname these days. As recently reported, the “everything store”, is now looking to seriously expand into the grocery and food business with a $13.7b acquisition of Whole Foods. This is a big move for the retail powerhouse, and one of their largest acquisitions to date. So, why did […]. The post Why Amazon’s Acquisition of Whole Foods is a Big Deal for Customer Experience appeared first on CustomerGauge.

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Improving Patient Engagement with Reporting and Business Intelligence

Aspect

Most private and public enterprises routinely pursue performance improvement initiatives to reduce costs, increase competitiveness and improve operations. Healthcare organizations are no different but in addition to reducing costs, they also look to better clinical outcomes and enrich patient experiences. And like any sizable organization, improvement in healthcare organizations is driven by the desire to overcome some common challenges such as: Overly focused data collection and reporting withi

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Demonstrating the financial ROI of better customer experience

Eptica

Date: Wednesday, June 21, 2017 Demonstrating the financial ROI of better customer experience. Published on: June 21, 2017. Author: Vincent Giraud All organizations understand the importance of customer experience to the bottom line. CX is at the heart of differentiating yourself from the competition , whatever sector you are in, and key to retaining customers.

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Why You Must Assess Your Customers' Maturity to Serve Them Well

Amity

In the first part of this blog post series, we introduced the concept of Customer Maturity Index (CMI). We suggested that some of the current methods of assessing a customer’s health in order to determine the best actions to take with them are ineffective. 1. The Problem: The Current Customer Health Score is Useless. Current methods are focused on calculating a Customer Health Score (CHS) , which is a measure of the relationship between the vendor and the customer.

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Elevated Customer Experience Means Fast Action and Human Interaction

NICE inContact

With the inclusion of so many technologies, and more coming, companies may be wondering what customers want? How can they, as an organization, provide the elevated customer experience? Give Customers What They Want: Fast Action and Human Interaction. Brands should tune into their customer preferences to ensure they’re providing the best possible experience.

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The Open CCaaS Advantage Report

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.

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What Makes For a Great Customer Success Plan?

Amity

​A customer success plan is a blueprint by which both you and your customer can achieve mutual success. Are they really necessary? I mean, a lot of times, success is pretty obvious. If I have a Gmail account, isn’t success sending and receiving emails? How much more can it be? Maybe I chose Gmail because it was a light SaaS platform, or I have an Android phone, or because it's free vs. other options?

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Start the Conversation with Interactive Website Surveys

GetFeedback

Website Surveys give you all the power of a GetFeedback survey, and they can live anywhere on your site. Engage more web visitors—no coding required.

Surveys 60
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How to Make your Survey Better than Nordstrom, Lowe’s, and Wal-Mart

Interaction Metrics

I know you get asked to take surveys all the time, because I do. Even the shortest business trip results in at least 5 surveys: Delta wants to know about your flight; Hilton wants to know about your stay; Enterprise asks about your car rental and on and on. But the most prevalent of all […]. The post How to Make your Survey Better than Nordstrom, Lowe’s, and Wal-Mart appeared first on Interaction Metrics Blog.

Surveys 54
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5 Keys for Enhancing Patient Experience in a Value-Based World

Sykes

In the healthcare world, there is a paradigm shift toward a value-based system that places the patient at the center of all healthcare decisions. The new mantra for patient care is better, smarter and healthier. Patient-experience metrics play a key role in tracking the value-based metrics used to assess a medical system. It is therefore not surprising that 54 percent of healthcare executives said in a HealthLeaders Media survey that improving patient experience and satisfaction is one of their

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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!

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How to Make Your Survey Better Than Nordstrom, Lowe’s, and Wal-Mart

Interaction Metrics

Survey Overload I know you get asked to take customer feedback surveys all the time, because I do. Even the shortest business trip results in at least 5 surveys: Delta wants to know about your flight; Hilton wants to know about your stay; Enterprise asks about your car rental and on and on. But the […]. The post How to Make Your Survey Better Than Nordstrom, Lowe’s, and Wal-Mart appeared first on Interaction Metrics.

Surveys 48
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CKM FORUMS: 2017 Key Note Speakers

Livepro

With just a little over one month until the livepro Customer Knowledge Management Forums kick off, we thought we had better let you know a little more about each of our expert key note speakers – so, without further ado we introduce our customer service knowledge management experts Libby Ewing-Jarvie and Courtney Zhang of Datacom Connect, Samantha Middlebrook of Customer Driven Solutions, Lyn Trewenack of BBB Advisory and our very own Knowledge Management expert – Rhiannon Hayes-Williams.

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How to Make Your Survey Better Than Nordstrom, Lowe’s, and Wal-Mart

Interaction Metrics

I know you get asked to take customer satisfaction surveys all the time, because I do. Even the shortest business trip results in at least 5 surveys: Delta wants to know about your flight; Hilton wants to know about your stay; Enterprise asks about your car rental and on and on. But the most prevalent […]. The post How to Make Your Survey Better Than Nordstrom, Lowe’s, and Wal-Mart appeared first on Interaction Metrics.

Surveys 48
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Wall Street’s reaction to Amazon buying Whole Foods can be explained through CX

ForeSee

The news of Amazon’s Whole Foods acquisition sent the stock prices of many major grocery chains plummeting. At first glance, this may seem odd since Amazon is a relative new. The post Wall Street’s reaction to Amazon buying Whole Foods can be explained through CX appeared first on ForeSee.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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

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How to Make Your Survey Better Than Nordstrom, Lowe’s, and Wal-Mart

Interaction Metrics

I know you get asked to take customer satisfaction surveys all the time, because I do. Even the shortest business trip results in at least 5 surveys: Delta wants to know about your flight; Hilton wants to know about your stay; Enterprise asks about your car rental and on and on. But the most prevalent […]. The post How to Make Your Survey Better Than Nordstrom, Lowe’s, and Wal-Mart appeared first on Interaction Metrics.

Surveys 48
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5 Ways to Master High Volume Support Webinar with Front

Talkdesk

Today’s most active support teams handle nonstop incoming activity from their customers. They have to move fast and utilize multiple channels to keep all their customers satisfied and all their communications on message. It’s not an easy task, especially for a growing company. We’re happy to announce that we’ll be discussing this topic in a webinar next week with our friends at Front.

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The Customer Experience Reality Check! The case of Manchester Airport

ijgolding

Resignation. Sufferance. Tolerance. Three words from the English dictionary. Three words that you would not typically want to associate with the subject of Customer Experience. Yet these three words are the ones that regularly go through my mind when I interact with organisations that if I had the choice, I would much rather NOT interact with at all.

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Building Mid-Management Mindshare for Your CX Program

Verint

You’ve scored big with C-level buy-in and you’re starting to engage the frontlines. Here are three strategies for ensuring middle managers are CX advocates, too. Some frontline employees are CX naturals. They have an intrinsic understanding of what it means to be customer-centric in the work they do. Far more common are the employees who need support from their supervisors and managers when it comes to putting their daily tasks in the context of enterprise-wide CX strategies.

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Contact Center Dialers Demystified

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.