Customers That Stick
APRIL 13, 2017
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Contact Center Pipeline
APRIL 13, 2017
I had the opportunity to participate in a team-building exercise known as the escape room. An escape room is a physical adventure game in which players are locked in a room for one hour and have to use elements of the room to solve a series of puzzles. Once solved within the time limit, you […].
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Mindtouch
APRIL 13, 2017
MindTouch’s Co-Founder and Chief Technology Officer, Steve Bjorg , has been nominated for an award as part of the 2017 Top Tech Exec Awards program. In its tenth year, the Top Tech Exec Awards honor the most outstanding information technology executives in San Diego. The Top Tech Exec Awards pay homage to the wealth of talent in our local community who have vision, take risks, and implement new cutting-edge technologies, all in the name of making their organizations more connected, more pr
Kayako
APRIL 13, 2017
What do my customers want? This question is on the minds of most CEOs and managers who think about innovating and growing their companies. But sometimes this question makes us get ahead of ourselves. We obsess over how users and buyers could behave in the future instead of looking at what is in front of us now. What we should be asking is: What do my customers need and how can I help them?
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CustomerGauge
APRIL 13, 2017
United Airlines ties $500,000 CEO bonus to customer satisfaction results We have all read and seen the news and videos regarding United Airlines’ recent customer service debacle. For those of you who have not been tuned in, the American airline went through a customer service fiasco after asking four of their passengers to get off […]. The post Net Promoter® News: United Airlines, National Australia Bank (NAB), Commonwealth Bank of Australia (CBA) appeared first on CustomerGauge.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
ForeSee
APRIL 13, 2017
Any company interested in strengthening a strategy for BOPIS, or Buy Online, Pickup In Store, will need to ditch traditional conversion metrics in favor of measuring digital contribution. The post Digital Contribution Champion: Home Depot leads when it comes to BOPIS appeared first on ForeSee.
Calabrio
APRIL 13, 2017
Timely insights about customer behavior. Better understanding of what your customers experience. Happier contact center agents. More loyal customers. Sounds great, right? The potential for contact center analytics is high. But reality often falls short. Here are three main reasons why. Confusion About Contact Center “Analytics”. The largest problem facing successful contact center analytics is simply confusion on what it is and what it does.
ClientSuccess
APRIL 13, 2017
Importance of Aligning Customer Success & Customer Support. Perhaps the most critical alignment in an entire organization is that of customer success and customer support. Customers are the lifeblood of an organization and are the sole reason for company growth, expansion, and revenue—year after year. Important Brand Touchpoints. With the exception of new business sales, customer success and customer support are the two teams that work most closely with customers and play a big part in how a
Provide Support
APRIL 13, 2017
Why Is It Important to Have Customer Service Knowledge Base Software? Customer service is a defining quality of almost any business nowadays. Before, if you were the only local provider, your flaws in the support department were not so damaging, considering there was no competition. Today, people can acquire services and products online, and the market in general is more competitive, hence customer service started to play a more important role.
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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
Calabrio
APRIL 13, 2017
Timely insights about customer behavior. Better understanding of what your customers experience. Happier contact center agents. More loyal customers. Sounds great, right? The potential for contact center analytics is high. But reality often falls short. Here are three main reasons why. Confusion About Contact Center “Analytics”. The largest problem facing successful contact center analytics is simply confusion on what it is and what it does.
PanTerra
APRIL 13, 2017
PanTerra Networks, the leading provider of unified cloud services for mid-market enterprises, today announced it has been added to. FinancesOnline.com in several categories: Top 200 Collaboration Software. Top 50 Communications Software. #41 Collaboration Tools Software. #20 VoIP Software. #6 Instant Messaging and Chat Software. Additionally, PanTerra has received Finances Online’s 2017 Awards for Rising Star and Great User Experience and was listed among the. leading communications solutions on
Calabrio
APRIL 13, 2017
Timely insights about customer behavior. Better understanding of what your customers experience. Happier contact center agents. More loyal customers. Sounds great, right? The potential for contact center analytics is high. But reality often falls short. Here are three main reasons why. Confusion About Contact Center “Analytics”. The largest problem facing successful contact center analytics is simply confusion on what it is and what it does.
Verint
APRIL 13, 2017
Businesses around the world are aggressively driving as many customer interactions as possible to digital channels (web, mobile web and mobile apps) because it helps lower the cost of doing business—and because customers are demanding it. In fact, a recent Verint survey of 24,000 consumers in 12 countries called The Digital Tipping Point found that 64 percent of consumers say they favor digital channels for simple interactions.
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.
Amity
APRIL 13, 2017
The same engagement strategies won’t work for all customers. The wrong actions, sent to the wrong customer at the wrong time can be deal-breakers. Each and every single engagement Customer Success teams should have with their customers - whether that’s in person, online, or automated - should deliver value and drive adoption and advocacy.
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