ShepHyken

JANUARY 19, 2018

This week we feature an article by Gaven Rolfe who writes about parcel lockers and how they can offer benefits for retailers. I really like anything that can offer convenience for our customers. – Shep Hyken. Parcel Lockers: A Retailer’s Secret Weapon. When you think of parcel lockers you probably think of lockers found at apartment buildings and condominiums.

Transportation 185

Transportation Metrics Customer Experience Customer Support 185

Beyond Philosophy

JANUARY 19, 2018

Colin Shaw and Professor Ryan Hamilton discuss how customers make intuitive and rational decisions. We learn that sometimes these can be in conflict with each other. It is important that you understand which system your customers are using. Brought to you by BeyondPhilosophy.com. IC5. The post How Do Customers Make Decisions Anyway? appeared first on.

150

150

aircall

JANUARY 19, 2018

Switching to a virtual phone system can be tricky. And if you’re reading this, you’ve likely seen that even a strong, stable internet connection is no guarantee of a seamless experience. So to get you back on the road to reliable call quality, we’ll outline the most common VoIP issues and offer no-nonsense troubleshooting tips for each. The Source(s) of Your VoIP Problems.

voip 97

voip Call Center Accountability Technology 97

PeopleMetrics

JANUARY 19, 2018

The master rule to customer-centricity is this: solve your customers’ problems. Every change, every action, every improvement your company makes should have the end goal of solving a customer problem. So how does this apply to the healthcare and pharmaceutical industries? In The Beginning. Healthcare and pharmaceutical companies of yesterday served what seemed to be a fairly straightforward purpose: provide their customers (physicians) with access to and information surrounding newer and better

Customer centricity 93

Customer centricity Healthcare Customer Experience Entertainment 93

Advertisement

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.

aircall

JANUARY 19, 2018

Switching to a virtual phone system can be tricky. And if you’re reading this, you’ve likely seen that even a strong, stable internet connection is no guarantee of a seamless experience. So to get you back on the road to reliable call quality, we’ll outline the most common VoIP issues and offer no-nonsense troubleshooting tips for each. The Source(s) of Your VoIP Problems.

voip 96

voip Accountability Technology Personalization 96

OctopusTech

JANUARY 19, 2018

Today, Call Center Services mostly rely on telephones to conduct 2-way communications. This has worked well till now but with the changing times, it’s getting hard for customer care representatives to meet up with the ever-growing expectations of customers. The reasons being: I. Customers don’t want to provide their personal details every time they talk to a service rep esp. if they are existing customers with long buying history.

Call Center 70

Call Center Abandon rate Chatbots Technology 70

Satrix Solutions

JANUARY 19, 2018

Once your customer satisfaction survey has closed, the next step is preparing your survey data for analysis. But this can be challenging for many companies, especially when questions arise around data quality. Did the survey contain errors that potentially introduced uncertainty or bias ? Was the contact list up-to-date so that the right customer groups were invited to participate in the survey?

Surveys 60

Surveys Feedback Customer centricity Technology 60

Sampson Lee

JANUARY 19, 2018

Blue Ocean is about using value innovation to reach new and untapped market. It sounds exciting, especially in today’s highly competitive environment and many companies are trying to pursue their Blue Ocean. However, not many are successful in creating Blue Ocean. Even for those who successful create their own Blue Oceans, they soon turn red. […].

Marketing 53

Marketing Customer Experience 53

Aspect

JANUARY 19, 2018

Family or informal caregivers are the friends, family, and neighbors who step in when someone they care about is in need. It is estimated that there are upwards of 40 to 50 million caregivers in the United States right now, and even those figures are likely underestimated because individuals serving as informal caregivers often don’t self-classify with that title.

Journey mapping 48

Journey mapping Healthcare Education Best practices 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

CSM Magazine

JANUARY 19, 2018

Could social media be realizing its true calling as the ultimate customer service channel? According to recent studies by J.D. Power, overall satisfaction is highest when customers ask questions or make requests of their wireless carriers via social media. “Personalized feedback, rapid-fire response time and interaction with live humans are some of the primary factors driving the highest levels of customer satisfaction with wireless carrier customer service and, increasingly, customers appear to

Wireless 49

Wireless Customer Service Telecommunications Customer Care 49

Verint

JANUARY 19, 2018

Have you or someone within your organization used software from Verint to optimize customer engagement? Has this person helped increase customer satisfaction, build customer loyalty, drive revenue, improve operational efficiencies, and/or heighten employee morale? If so, then be sure to enter for the 2018 Engage Global Customer Awards! The Engage Global Customer Awards recognize individuals and their respective companies for outstanding accomplishments over the past year in the following categor

Morale 35

Morale Self service Enterprise Personalization 35

FreshGrade

JANUARY 19, 2018

Busy week? We’re here to help. Here’s our roundup of top educational stories from the past seven days: “The belief that we can somehow effectively educate all children with the same, uniform approach may be the single biggest reason that America has been unable to close achievement gaps.” Via The Huffington Post, Phyllis Lockett asks: “What Would Dr.

Education 40

Education Personalization Technology 40