Beyond Philosophy

FEBRUARY 10, 2022

I am surprised daily about how many organizations can’t articulate how their improvement in various experience measures, like Net Promoter Score® , will benefit the organization. This connection is essential to understand to create a winning customer strategy. . The same is true for customer data. Too often, an organization is excellent at collecting data to measure the effects of their efforts but has no idea how they will use it.

Customer Experience 418

Customer Experience Consulting Consulting Metrics 418

CCNG

FEBRUARY 10, 2022

As contact center leaders, we have a very good grasp of the work we do for customers (‘The What’), but what is far more challenging to unearth is ‘The Why’. The Why allows us to understand the true Root Cause drivers of our customers’ contacts, enabling us to enact preventative measures to address avoidable, high effort customer interactions and be far more proactive in our service delivery and channel offering.

CCNG 195

CCNG Interactive Voice Response Contact Center Self service 195

Peter Lavers

FEBRUARY 10, 2022

Customer charters can play a key role in manifesting your wider brand promise into concrete standards and commitments that you are happy for your customers to judge you by. In hundreds of engagements in all types of businesses and sectors, we have seen a lot of customer propositions, charters and promises! If we have learned anything from this experience it’s that your charter mustn’t be wishy washy!!

Best practices 130

Best practices B2B Government Customer centricity 130

VirtualPBX

FEBRUARY 10, 2022

Today’s communications rely on many factors to be successful. One, in particular that stands out the most is Business SMS. The Softphone App and SMS keeps your internal and external communities connected in such a way that not using it would be a professional setback. If you’re a real estate agent on the go, you can get immediate responses for live showings, or if you’re a business owner needing to send out a time-sensitive company update, Softphone SMS that and boom, done.

Real estate 98

Real estate Transportation Customer retention Sales 98

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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.

Spearline

FEBRUARY 10, 2022

The rise of cloud telephony software such as Webex Calling and MS Teams We previously wrote about the benefits and challenges of cloud PBX. The one certainty is that the reliance on cloud-based team collaboration software is not declining anytime soon. Thousands of enterprises use these applications on a daily basis to keep dispersed teams connected and communicating.

Management 98

Management Telecommunications Enterprise Interactive Voice Response 98

Nuance

FEBRUARY 10, 2022

If you’re not a Nuance customer, you may never have heard about our India-based Service Reliability Center (SRC)—but it’s the driving force behind exceptional customer experiences at organizations all over the globe. And now it’s using automation to enhance its services—and deliver new ones. The SRC is responsible for the smooth running of our hosted [.

Engineering 85

Engineering Customer Experience 85

customer sure

FEBRUARY 10, 2022

I enjoy being asked to give feedback by a company…. Obviously I have an interest in this, as I help companies to improve their customers’ experiences every day, but even taking my work hat off, I like the fact that many companies I’m a customer of do reach out to see what I think. When they ask, I mostly respond in hope that they’ll improve their service and make my life easier.

Feedback 62

Feedback Surveys Consulting Consulting 62

Toister Performance Solutions

FEBRUARY 10, 2022

"It just takes a lot of effort to get things done." A friend recently shared these frustrations. She had worked in sales at her company for the past six years. It had a good product and she was successful, but something was gnawing at her. My friend explained that it was becoming increasingly difficult to hit her sales targets. The challenge wasn't a new competitor, shifting market conditions, or even the pandemic.

Customer Service 62

Customer Service Sales Contact Center Accountability 62

Interactions

FEBRUARY 10, 2022

There’s a lot of promise in the technology world. For example, when I bought my new TV, it advertised that I could speak commands into the remote instead of having to traditionally scroll through the menu options. How cool! It didn’t take long for me to realize that only one out of every 10 commands was actually recognized, leaving me breathless and angered after multiple attempts of trying to say phrases in the exact order and inflection that was necessary to be understood.

Self service 62

Self service Multichannel Advertising Contact Center 62

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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

SQM Group

FEBRUARY 10, 2022

First Call Resolution is more than just the metric that matters the most; it is a proven call center business philosophy for cost-effectively providing great customer service. Discover our roadmap to FCR improvement.

First call resolution 52

First call resolution Call Center Metrics Customer Service 52

Genroe

FEBRUARY 10, 2022

It is common to confuse Likert Scales and Net Promoter Score because the Net Promoter Score scale is a Likert Scale. In this post we review what they are, how they are similar and how they are different What is a Likert Scale? Likert Scales are a specific type of survey question and response format […]. The post Net Promoter Score vs Likert Scales appeared first on B2B Marketing | Customer Feedback | Net Promoter Score | Genroe.

B2B 52

B2B Feedback Surveys Marketing 52

Comm100

FEBRUARY 10, 2022

One of the driving forces for workers in the public sector is the desire to make a difference. While the work isn’t always glamorous, knowing that your work has made a positive impact on the public can be incredibly rewarding. As much as public sector workers remain dedicated to their work, red tape can still erode the goodwill of the public. In a survey conducted by McKinsey & Company comparing customer experience (CX) in the public and private sectors, private companies came out far ahead.

Government 52

Government Customer Experience Chatbots Wait times 52

Education Services Group

FEBRUARY 10, 2022

Increasing need for Customer Success as a Service® continues as CS industry advances. ESG, the leader in Customer Success as a Service ®, is proud to announce record-breaking year-end results for the second consecutive year. The company’s unique approach combines consultation, process development, people, and automation to improve the Customer Success capabilities and maturity of technology companies.

Consulting 52

Consulting Consulting B2B Enterprise 52

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

LiveVox

FEBRUARY 10, 2022

Calling a company’s customer service line and having to endure endless prompts, transfers, and “sorry, could you repeat that” is never pleasant. Experiences like that only serve to further increase an already irate calling customer’s level of annoyance. Luckily, there exists one simple solution that contact centers can implement to enhance the customer experience: visual IVR.

Interactive Voice Response 52

Interactive Voice Response Customer Experience Contact Center Customer Service 52

Call Experts

FEBRUARY 10, 2022

Dispatching and on-call will help better your business’ customer service. And, businesses can grow revenues between 4% and 8% above their market when they prioritize better customer service experiences. It’s no secret that call centers and call services are necessary for any business. They handle customer service, inquiries from your customers, and anything else that customers can contact your company about over the phone.

Self service 52

Self service call center solutions Answering services Call Center 52

Genroe

FEBRUARY 10, 2022

Advantages of Net Promoter Score A lot has been written about Net Promoter Score over the years but the advantages of the approach can be summarised in these seven areas NPS is Proven to Predict Customer Loyalty and Business Growth The link between NPS, customer loyalty and business value has been proven across a variety […]. The post Net Promoter Score Advantages and Disadvantages appeared first on B2B Marketing | Customer Feedback | Net Promoter Score | Genroe.

B2B 52

B2B Feedback Marketing 52

Babelforce

FEBRUARY 10, 2022

In this post: What problems do call center silos create? What causes call center silos? How to solve the call center silo problem. Imagine a customer contacts a call center to try to resolve a billing issue. They speak to a customer service agent, but the agent can’t access the information needed to resolve the problem. They need to speak to the billing department, either leaving the customer on hold or awaiting a callback.

Call Center 52

Call Center APIs call center software Technology 52

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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.

Self service

SmartKarrot

FEBRUARY 10, 2022

Role: VP, Customer Success Location: Reno, NV Organization: Clear Capital As a VP of Customer Success, you will drive customer success outcomes by influencing lifetime value product adoption, customer satisfaction, and overall health scores. Define & Optimize the customer lifecycle. Manage Customer Success activities and establish an overall vision and strategic plan.

Education 19

Education Best practices Upselling B2B 19

Comm100

FEBRUARY 10, 2022

When you sign up on Netflix, the streaming platform first asks about your preferences regarding languages and genres you’d like to consume. Netflix then uses this information to personalize its content recommendations and meet your preferences—leveraging the power of personalization to engage with its users. What started with Netflix’s sophisticated Machine Learning recommendation algorithms customized to every users’ preferences has now become the buzz in customer service and support.

Personalization 52

Personalization Customer Service Chatbots Self service 52

SmartKarrot

FEBRUARY 10, 2022

As a customer success leader, one of your most important jobs is budgeting for the customer success department. But there is still a lot of parity required for organizations to give customer success equal prominence as other departments in the organization. The problem here is other departments like sales, marketing, and even products. But do not worry.

SaaS 10

SaaS Upselling Best practices Customer retention 10

Helpware

FEBRUARY 10, 2022

Social media has democratized the spread of information and ended the once-centralized power of the mainstream media. This has been a major boost for free speech. With that right to express oneself, however, is the responsibility not to spread misinformation. Social media content moderation is designed to keep misinformation or other harmful content in check while protecting free expression.

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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!

Feedback

SmartKarrot

FEBRUARY 10, 2022

SaaS CFOs (Chief Financial Officer) need to deal with lots of financial planning in an organization. They need to devote quality time to deciphering the activities that contribute to an organization’s profitability. This is where the role of SaaS metrics comes into the picture. The SaaS metrics can be divided into various categories based on the needs and requirements of a CFO, including: .

SaaS 10

SaaS Metrics B2B Surveys 10