ShepHyken

MAY 26, 2017

This week we feature an article by Bikash Mohanty about how important customer experience metrics are to your business. Companies that track and measure their customer service have a competitive advantage. They know when they are doing a great job, and more importantly, they know when they aren’t. – Shep Hyken. As much as success is about dreaming big, the path towards it is all about setting precise targets to hit or even surpass.

Metrics 227

Metrics Customer effort Customer Experience Surveys 227

Amity

MAY 26, 2017

For the most part, when we are talking customer success, we are dealing with the business-to-business (B2B) ecosystem where your CS team is in contact with the representatives of the customer companies. Of course, there are also business-to-consumer (B2C) companies whose customer success managers deal with individual customers, but the majority still do work with company representatives.

Government 80

Government B2C B2B Education 80

Knoah

MAY 26, 2017

As kids go back to school, they’re going to need a variety of products. The end of summer often means big sales for a variety of retailers. As kids go back to school, parents buy supplies, clothing and new electronic devices. College students can also be seen making purchases for their dorm rooms, and school districts may make bulk orders for incoming groups. 2016 should be no different.

Customer Care 48

Customer Care Sales Surveys Customer Service 48

Jon Arnold

MAY 26, 2017

I haven't been on a regular schedule with our UCStratagies podcasts lately, but managed to take part in last week's gathering. The topic was the changing nature of CPaaS and what this space really is all about. It's very easy to put CPaaS in the UC bucket, but that really doesn't do justice to either. To explore this further, Phil Edholm was our moderator, and if you're wondering about these things like we are, you'll find our podcast of interest.

Management 50

Management 50

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Uniphore

MAY 26, 2017

High on emotion! The impact of emotion on the customer experience is far greater than it would at first appear. Clearly, this is something that contact centers need to account for. Read More.

Customer Experience 45

Customer Experience Contact Center Accountability 45

Natalie Petouhof

MAY 26, 2017

Tweet In the age of instant gratification, brand loyalty is not what it used to be: Today, you can get your groceries delivered straight to your home, request a ride across town via Uber or Lyft, and turn to a service like Amazon Prime to bring nearly anything else you want to your doorstep. Indeed, our culture has grow so accustomed to relying on technology for just about anything that many people are quick to jump ship and move on to the next trendy app or service if it promises better conveni

Cloud contact 40

Cloud contact Contact Center Marketing Surveys 40

LiveChat

MAY 26, 2017

Hosting a podcast is a great way of gathering tons of knowledge and learning from the best, that’s for sure. What I discovered though was that it also gives you the opportunity to meet amazing peoplte and listen to their stories. A quick explanation for those who don’t know what I’m talking about: for over a year, I was hosting the Business Sidekick podcast.

Marketing 44

Marketing Government Banking Personalization 44