ShepHyken

MARCH 7, 2017

Martha Brooke on How to Measure and Improve Your Customer Experience (CX). What is the best way to improve your customer experience? Shep Hyken interviews the Chief Customer Experience Analyst and Founder of Interaction Metrics, Martha Brooke, who says she thinks about customer experiences differently. “Experiences can be measured,” Martha says, “and measuring is how you improve—but only if your measurement is sufficiently nuanced.” First Up: Shep Hyken’s opening comments focus on a

Surveys 168

Surveys Metrics Customer Experience Customer Service 168

Callminer

MARCH 7, 2017

Consumer Financial Protection Bureau Definition. The Consumer Financial Protection Bureau (CFPB) is an agency of the United States government set up after the financial crisis of 2008 in order to protect the rights of consumers in the financial services industry. The CFPB has jurisdiction over areas including banks, credit unions, securities firms, debt collectors, foreclosure relief services, as well as other financial services firms based in the United States.

Best practices 140

Best practices Analytics Government Banking 140

Contact Center Pipeline

MARCH 7, 2017

If you take a close look at thriving businesses that have built reputations for innovation and exceptional customer service, you’ll find employees who are engaged with their work, who trust and respect their leaders, and who feel that they are valued and appreciated for their contributions to the organization’s success. Unfortunately, these types of work […].

Customer Service 100

Customer Service Contact Center Call Center 100

Callminer

MARCH 7, 2017

Consumer Financial Protection Bureau Definition The Consumer Financial Protection Bureau (CFPB) is an agency of the United States government set up after the financial crisis of 2008 in order to protect the rights of consumers in the financial services industry. The CFPB has jurisdiction over areas including banks, credit unions, securities firms, debt collectors, foreclosure […].

Best practices 140

Best practices Government Banking Call Center 140

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Peter Lavers

MARCH 7, 2017

Peter Lavers’ blog on the “Are you talking omni-channel customer experience but in fact you’re still organized multi-channel?” has been published on IBM #ThinkMarketing. Read it here. Tweet to @PeterLavers. The post “Omni-channel or Multi-channel?” blog published on #ThinkMarketing appeared first on Think CX.

Customer Experience 100

Customer Experience 100

aircall

MARCH 7, 2017

One of the most important yet overlooked aspects of a call center agent’s duties is after call work. After call work is a common pain point for call centers, since, if neglected, it can negatively affect agent efficiency, customer satisfaction, and your call center’s overall level of service. This article will explore ways that to expedite and simplify after call work, and make it an asset rather than a chore.

call center software 76

call center software Call Center Coaching CRM 76

Genroe

MARCH 7, 2017

by M. Dia Customer surveys not completed are like bird songs never heard or paintings never seen: so much effort but if no-one responds it’s all for nothing. Improving the number of survey responses is critical because: You have better coverage of what your customers think You have less non-response bias. Customers that complete feedback […].

Surveys 74

Surveys Feedback Best practices 74

Teresa Allen

MARCH 7, 2017

Much of current investment in customer service is focused on expanding capabilities in digital service channels and artificial intelligence. Recent customer service studies, however, have illustrated the need to focus on the human element of customer service. Read on to find out the important findings of these studies. Accenture Strategy’s Global Customer Pulse Research found that 88% of customers use digital channels at some point in their shopping journey.

Customer Service 62

Customer Service Employee engagement Surveys Marketing 62

aircall

MARCH 7, 2017

One of the most important yet overlooked aspects of a call center agent’s duties is after call work. After call work is a common pain point for call centers, since, if neglected, it can negatively affect agent efficiency, customer satisfaction, and your call center’s overall level of service. This article will explore ways that to expedite and simplify after call work, and make it an asset rather than a chore.

call center software 48

call center software Call Center Coaching CRM 48

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

Teresa Allen

MARCH 7, 2017

Much of current investment in customer service is focused on expanding capabilities in digital service channels and artificial intelligence. Recent customer service studies, however, have illustrated the need to focus on the human element of customer service. Read on to find out the important findings of these studies. Accenture Strategy’s Global Customer Pulse Research found that 88% of customers use digital channels at some point in their shopping journey.

Customer Service 48

Customer Service Employee engagement Surveys Marketing 48

LiveChat

MARCH 7, 2017

Working in customer service can be exceptionally gratifying (we all love that sense of completion when you’ve actually managed to help someone). But if not managed right – it can get extremely draining. Working with people of different profiles, backgrounds and requirements requires a lot of patience, understanding and self-control. Those aspects are what’s making customer service a really demanding field to excel in.

Customer Service 51

Customer Service Consulting Consulting Personalization 51

Influitive

MARCH 7, 2017

Account-based marketing (ABM) is one of the hottest marketing trends of 2017. According to SiriusDecisions, 58% of B2B companies planned to invest in ABM technology or services last year. However, many companies only use traditional tactics, like retargeted ads and email nurtures, to engage ideal prospects. But these techniques won’t help you build authentic relationships.

Accountability 45

Accountability Marketing B2B Sales 45

ClientSuccess

MARCH 7, 2017

Creating a Customer Success Staffing Model: A Conversation With Francoise Tourniaire. “Customer Success” as a phrase is a relatively modern concept, according to Francoise Tourniaire , Founder, FT Works. She explained that many who have been in the field for a long time smile when they hear the phrase “Customer Success” because the concept has existed for decades, under other names.

Finance 40

Finance Benchmark SaaS Consulting 40

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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

Talkdesk

MARCH 7, 2017

Part of the job of maintaining a top-of-the-line customer experience for Talkdesk is staying current on research and trends in the industry. To that end, some of my team members and I have been reading The Effortless Experience and taking notes about the best ways to optimize our product to fit the needs of our customers and our customers’ customers.

Metrics 40

Metrics Customer Experience call center software Call Center 40

Genroe

MARCH 7, 2017

by M. Dia Customer surveys not completed are like bird songs never heard or paintings never seen: so much effort but if no-one responds it’s all for nothing. Improving the number of survey responses is critical because: You have better coverage of what your customers think You have less non-response bias. Customers that complete feedback […].

Surveys 40

Surveys Feedback Best practices 40

Clarabridge

MARCH 7, 2017

Earlier this year, I found myself in a long queue of unhappy travelers. My 1am flight from Bahrain to Heathrow had been cancelled shortly before departure. I had a long night in the transfer lounge with my many travel companions, as a very limited number of customer service agents tried to find places for a truckload (or more accurately a planeload) of passengers.

Chatbots 40

Chatbots Customer Service Interactive Voice Response Chief Customer Officer 40

Brad Cleveland Blog

MARCH 7, 2017

Need a reason to refine your mobile strategy? Here are some statistics that remind us of how ubiquitous mobile devices have become. There are now 8 billion active mobile subscriptions – more than the population of the planet. (Cisco) Mobile … Continue reading → The post The Magnitude of Mobile appeared first on Brad Cleveland.

Multi-channel support 26

Multi-channel support Contact Center Call Center Customer Service 26

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

Journey mapping

Brad Cleveland Blog

MARCH 7, 2017

Need a reason to refine your mobile strategy? Here are some statistics that remind us of how ubiquitous mobile devices have become. There are now 8 billion active mobile subscriptions – more than the population of the planet. (Cisco) Mobile data traffic has grown 4,000 fold in the past ten years.

Multi-channel support 20

Multi-channel support Contact Center Call Center Customer Service 20

Brad Cleveland Blog

MARCH 7, 2017

Need a reason to refine your mobile strategy? Here are some statistics that remind us of how ubiquitous mobile devices have become. There are now 8 billion active mobile subscriptions – more than the population of the planet. (Cisco) Mobile data traffic has grown 4,000 fold in the past ten years.

Multi-channel support 20

Multi-channel support Contact Center Call Center Customer Service 20