Fri.Aug 17, 2018

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Guest Blog: How to Benchmark Your Customer Support Metrics — A Quick Guide

ShepHyken

This week we feature an article by Kaavya Karthikeyan who writes about customer support metrics that you should be tracking. – Shep Hyken. In the world we live in today, we are constantly faced with challenges and competition, and the only way you’re going to win in such a cut-throat environment is to stand out. The best way to outperform your peers is through constant evolution and refining, and nowhere does this apply more than in the customer support arena.

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Understanding the Rules of Customer Decision Making

Beyond Philosophy

Colin Shaw and Prof. Ryan Hamilton discuss how to understand the rules of customer decision making. If you don’t know how customers make decisions you cannot influence them to best effect. Explore the decision-making process and listen for actionable advice you can use today. The post Understanding the Rules of Customer Decision Making appeared first on.

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Why is Tracking Customer KPIs Difficult for CSMs?

Mindtouch

You cannot have a discussion with a customer about business measurements or metrics without covering customer KPIs (Key Performance Indicators) in some way. Tracking KPIs is highly critical for customer-facing professionals, as they are a reliable and quantifiable way to analyze performance. KPIs also help organizations set clear business objectives, which makes Customer Success tangible, both for customers and internal executive stakeholders.

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3 Reasons to Store Feedback on the Customer Record

GetFeedback

Are you getting the most out of the customer feedback you’re collecting? If your survey results are collecting dust in a spreadsheet, then probably not. The best way to drive immediate results with customer feedback is to integrate it with Salesforce, your source of truth for all things customer experience. With survey results on the Salesforce customer record, you can view feedback alongside the rest of your customer data.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Customer Feedback is Your Competitive Advantage

AskNicely

Why is Customer Obsession a Priority? A recent Gartner survey of CEOs found that 40% list growth as their number one business priority for 2018 and 2019. 28% say workforce. And 23% of CEOs list customer service as one of their top three business priorities. Savvy CEOs understand that growth and employee engagement can be created by listening to customer feedback while following one guiding principle: Be customer obsessed.

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What is Agent Experience? [Definition]

SharpenCX

There’s chatter from vendors in the customer service industry about fixing agent experience, but up to this point, there’s been no concrete meaning for the talked-about term. It’s time to stop missing the mark. Agent experience isn’t a selling point. It’s a real problem we need to DO something about. We’re defining agent experience, so [.]. Read More.

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Pronouncing Nguyen, the most common Vietnamese family name

NameShouts

If you’re reading this, you must have encountered the Vietnamese name “Nguyen.” It’s one of the most common Vietnamese names, and it’s also one of the easiest to mispronounce. With around 40% of Vietnamese people holding the surname (or family name, as traditionally it’s placed before the given name), it’s clear that Nguyen is one of those names you need to know.

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What’s new in Freshcaller: Multilingual support, Custom ringtone, Notes transfer and more

Freshcaller

The first half of 2018 has been super busy and exciting for us — businesses across verticals began trusting us to power their entire business phone systems and call centers. As we continue to grow fast, we are thrilled to start sharing regular updates on how we are constantly improving Freshcaller to become the most preferred cloud call center product for businesses of all sizes.

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?? Retail Beats Expectations, Heads Toward Strong Third Quarter

Branch Mesenger

In the retail industry, everything is suddenly sunny. ??+ ????+ ????+ ????= ??. Warm weather, improving consumer confidence, strong sales, and increased manufacturing output have all contributed to a robust second quarter for American retail sales. At this rate, all signs seem to indicate strong retail numbers heading into the third quarter. These numbers arrive at a time when traditionally, retail sales are a bit slower during summer months.

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The Open CCaaS Advantage Report

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.

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Tips and Tricks for Increasing Customer Satisfaction with Live Chat

TeamSupport

Technological advancements have created new ways to optimize customer service and increase sales. One of the most exciting developments over the past decade has been the live chat feature that has become a staple for most websites. With this feature, customers can ask questions before buying or get assistance with a product without the frustration of long wait times.

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How the Internet of Things Will Change the Contact Centre

Connect

"Alexa, play some relaxing music." Conversations with IoT devices are becoming the norm in most homes. Many of us are coming to rely on them more and more. But what does it mean for contact centres?

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We’re Named One of SF’s Hottest Companies

Hero Digital

Original article: “ Move Over, Uber and Airbnb. These Are the Hottest Companies in San Francisco ” by Michelle Cheng, Editorial Assistant at Inc.com. Many of the Inc. 5000 companies that landed on this year’s ranking of fastest-growing businesses in San Francisco are first-timers. They come from industries as diverse as advertising and health care.

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Good news - great CX without the disruption

Eckoh

The nirvana of Omni-Channel CX may seem a million miles away, especially if you lack many of the new channels that people expect today. Perhaps your current contact center infrastructure feels dated and you’re worried how you’re going to achieve that differentiation over your competitors.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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!

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Live Chat Tips and Tricks to Increase Customer Satisfaction

TeamSupport

Technological advancements have created new ways to optimize customer service and increase sales. One of the most exciting developments over the past decade has been the live chat feature that has become a staple for most websites. With this feature, customers can ask questions before buying or get assistance with a product without the frustration of long wait times.

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Optimize Your Customer Journey

CX Journey

Image courtesy of Calabrio Did you know that data is a critical component of your journey maps? I've written a lot about journey maps and journey mapping over the last several years. I've also written about the importance of data to the journey mapping process, even noting that "data has no place in journey mapping" as one of my myths about mapping.

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10 Things Senior Leaders Should Know About Contact Centers

Brad Cleveland Blog

A prerequisite to getting good support from senior management is that they have at least a basic understanding of what contact centers do. To fulfill their potential, customer contact centers need commitment and involvement from the top.

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It’s time to replace your contact center duct tape and bailing wire

CX Global Media

“Just hold it together for one more year!” I had an operations-day flash back for a moment thinking about needing to squeak out every inch of life from my systems. Upon reflection, I also remember the downside of holding on too long to systems and how much time, energy and frustration that created. Meeting with Jens Eckels from Avaya at Customer Contact Week in Las Vegas I started thinking about how in our rapidly changing world – where customers place speed extremely high on their needs l

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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

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10 Things Senior Leaders Should Know About Contact Centers

Brad Cleveland Blog

A prerequisite to getting good support from senior management is that they have at least a basic understanding of what contact centers do. To fulfill their potential, customer contact centers need commitment and involvement from the top.

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Why Adobe Experience Manager is the Top CMS

iCiDIGITAL

AEM may just be the enterprise-grade web solution you’ve been waiting for, even if you’re only in the market for a Content Management System (CMS). Having a solid content management system, or even a robust extensible web platform, is no longer enough for enterprises. If you’re not sure why, let’s take a look at Adobe Experience Manager (AEM) as it compares to another player in the enterprise-grade web platform/CMS space: Drupal.