Fri.May 24, 2019

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7 Key Metrics to Look out for When Outsourcing Your Customer Service to a Call Center

Advantage Communications

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Guest Blog: A Radical Idea in Customer Service Surveys – The Solo Question

ShepHyken

This week we feature an article by Gaetano DiNardi who discusses how many customer service surveys are not giving you proper data and suggests how to improve them. Be honest – even if you are a customer service professional who relies on surveys for your data, when you see someone on the street asking survey questions, how many times do you cross to the other side?

Surveys 260
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Avoiding Biased Questions: 7 Examples of Bad Survey Questions

delighted

While customer surveys can yield amazing insights into what your customers want and need, they can also be a liability if the underlying survey questionnaire is flawed. One of the most common causes of unreliable survey feedback is the biased survey question. Customer feedback is not easy to come by, which makes every survey response all the more significant.

Surveys 63
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The Massive Importance of Memory in a Customer’s Experience

Beyond Philosophy

The Massive Importance of Memory in a Customer’s Experience. Customer loyalty is a function of customers’ memories. That is to say, customers don’t choose your experience over another; customers choose the memory of your experience over another. Therefore, we feel it is vital that you ensure your customers have an excellent memory of your Customer Experience.

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The 2023 Verint Experience Index: Retail

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

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8 Practices to Increase Customer Lifetime Value of Your Business

ProProfs Blog

As a business owner, it is important to think beyond elevating your brand amidst the increasing competition. You may have set the foundation of your eCommerce business on a riveting marketing strategy, a robust customer service team, and brand new ideas for products and services. However, it is high time to rise above the concept of establishing your brand name in the market.

More Trending

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Avoiding Biased Questions: 7 Examples of Bad Survey Questions

delighted

While customer surveys can yield amazing insights into what your customers want and need, they can also be a liability if the underlying survey questionnaire is flawed. One of the most common causes of unreliable survey feedback is the biased survey question. Customer feedback is not easy to come by, which makes every survey response all the more significant.

Surveys 61
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Best Kall8 Alternatives in 2019

Avoxi

Looking for the best Kall8 phone alternatives in 2019? Since you found this article, you clearly care to compare Kall8, a great phone system provider, to the top alternatives out there. We know you want a phone service that is the perfect fit for your company, and while we are confident that AVOXI provides an… The post Best Kall8 Alternatives in 2019 appeared first on AVOXI.

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Getting our geek on for Geek Pride Day

Nuance

In honor of Geek Pride Day on May 25, today we’re gonna get our geek on as we dig a little deeper into Nuance Pathfinder, an upcoming product that was introduced in our previous post entitled “Designing effortless customer journeys.” Building conversational AI systems—like virtual assistants, IVRs, chatbots—generally includes three main technologies: Natural Language Understanding […] The post Getting our geek on for Geek Pride Day appeared first on What’s next.

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Best Local Business Phone Number Providers

Avoxi

Are you looking to help your business grow in a certain city or region, but don't know exactly what you need? Getting a local virtual phone number can help solve this problem, and this article is here to help. Getting a local number can help with a number of things, especially with building trust with… The post Best Local Business Phone Number Providers appeared first on AVOXI.

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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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Managing the Complex Product Spin-Off

Cincom

For any number of reasons, enterprises occasionally find it beneficial to either spin off or split off products, product lines, … Continue reading "Managing the Complex Product Spin-Off". The post Managing the Complex Product Spin-Off appeared first on Cincom Blog.

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Fresh from Pulse: How your customer community can help you scale

inSided

Did you miss #Pulse19? Never fear! We’re here on the inSided blog with a snapshot of our CEO Robin van Lieshout’s take on how your customer community can help you scale your customer support and success efforts.

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How to Optimize Your Main Company Website for Customer Success

TeamSupport

A company website is important to any business. It’s your face and first impression to all different types of people – prospects, investors, researchers, and more – and putting the right content in front of the right role makes a difference. One role that falls into the “and more” category that isn’t prioritized often, but should be, is customers. With so many businesses increasing their emphasis on customer success (doing everything you can to ensure customers are successful with your business)

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Tech Leadership – For Non Techies

Brad Cleveland Blog

There are many technologies that can support and enable customer service. Many. A ton. And there are myriad decisions to be made around suppliers and solutions. Sometimes, the less you know, the better you are at asking the right “dumb” questions. The ones that really matter. “How does that make things better for our customers? Easier for our employees?

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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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Concentrix Analytics Climbs to the Top

Concentrix

Concentrix is a Leader in Everest Group’s 2019 Customer Experience (CX) Analytics PEAK Matrix™ Assessment. The post Concentrix Analytics Climbs to the Top appeared first on Concentrix.

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Tech Leadership – For Non Techies

Brad Cleveland Blog

There are many technologies that can support and enable customer service. Many. A ton. And there are myriad decisions to be made around suppliers and solutions. Sometimes, the less you know, the better you are at asking the right “dumb” questions. The ones that really matter. “How does that make things better for our customers? Easier for our employees?

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Net Promoter Score (NPS) Myths Debunked

GetFeedback

Net Promoter Score (NPS) is one of the most popular metrics being used in business today. And while NPS has many supporters to sing its praises, there seems to be an equal number of critics who have emerged to decry it, citing a number of reasons why it should be abolished. Among this debate, misconceptions have emerged from both sides. In order to truly understand this metric, these common NPS myths should be debunked. .

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The View from Outside In: What Your Users Don’t Care About (and What to Do Instead)

Mindtouch

This post is based on my presentation at STC Summit 2019 , the annual conference of the Society for Technical Communication (STC), and incorporates takeaways from Alan Porter and John Bowie. Customer interactions are becoming synonymous with content interactions. Today, content must be available for more than single-channel troubleshooting, documentation, training, or lead generation.

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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!