Callminer
FEBRUARY 24, 2020
Cultivating a productive call center environment involves optimizing many different facets of its operations. From facility design to computer systems and software integrations, all aspects of your call center that impact its internal atmosphere can affect employee performance. The power your call center environment has over your staff’s overall level of productivity cannot be overestimated.
Connect
FEBRUARY 24, 2020
Countless companies rely on contact centres to service customer queries and generate sales revenue. The contact centre is an established institution but there is an ongoing change in the technology that underpins its operations. Businesses that fail to engage with contact centre transformation risk irritating their customers and provoking the ire of leaders that question excess costs.
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ChaseData
FEBRUARY 24, 2020
“Going green” is something more and more businesses are prioritizing in the modern day. With the climate crisis on the forefront of the public’s minds, it only makes sense that so many companies hoping to stay in that public’s favor are doing their part to help get emissions and pollution output to a minimum. Fast food companies, for example, are pitching in by eliminating packaging on products where possible, trying to endear themselves to millennial and Gen Z consumers who are concerned about
ShepHyken
FEBRUARY 24, 2020
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Customer service drives loyalty for Amazon-owned Zappos by Tabitha Cassidy. (Digital Commerce) The recently revamped VIP program Zappos launched has helped the Amazon-owned retailer build stronger customer loyalty and increase conversion.
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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.
Genroe
FEBRUARY 24, 2020
I am often asked, What is the best way to develop and implement strategies to increase customer value? From a customer perspective, there are only two ways to drive business value: Customer Acquisition and Customer Retention. Acquiring new customers is the focus of other posts but if we want to increase the value of our […]. The post The Only 3 Strategies that Increase Customer Value appeared first on Genroe.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Ansafone
FEBRUARY 24, 2020
In this full podcast interview, we talk with Jared Mendez, CTO, of Ansafone Contact Centers about call center technology and artificial intelligence. Ansafone Contact Centers is a national call center that offers omni- channel call center services and bilingual services. Take a listen into the inside scoop of what it's like to service natural disasters and everyday business operations.
Etech GS
FEBRUARY 24, 2020
Perhaps visions of a powerful person making the rules, enforcing company policies, and always having the final say come to mind when picturing a manager. Autocratic leadership, also known as authoritarian leadership is a type of leadership style that rarely views their employees as partners. Perhaps you’ve worked within an organization with this type of leadership.
Interaction Metrics
FEBRUARY 24, 2020
Have you ever wondered if those surveys companies relentlessly send are biased or missing the point? You’re right. Most surveys are so flawed they’re broken. Bad Customer Surveys are Everywhere. Last year, I wrote about how Whole Foods asks customers to take their survey in a disorganized way. I also examined an Alaska Airlines survey that, with 94 questions, puts the fatigue in survey fatigue.
NICE inContact
FEBRUARY 24, 2020
Today’s contact center leaders are measured on how they move the needle on customer experience (CX). It probably ranks as the #1 KPI in today’s customer centric contact enters. There is a heavy focus on understanding the customer profiles, the complex journeys they undertake across channels and gleaning multiple customer satisfaction surveys.
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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
Interaction Metrics
FEBRUARY 24, 2020
Have you ever wondered if those surveys companies relentlessly send are biased or missing the point? You’re right. Most surveys are so flawed they’re broken. In this 5-part series, I’ll share how my company checks and fixes surveys because if flawed surveys are everywhere, possibly yours could improve too! Bad Customer Surveys are Everywhere. Last year, I wrote about how Whole Foods asks customers to take their survey in a disorganized way.
Concentrix
FEBRUARY 24, 2020
Concentrix is recognized by Forrester as a Strong Performer for its VOC solution. The post Forrester Wave™: Customer Feedback Management Platforms, Q1 2020 appeared first on Concentrix.
Aspect
FEBRUARY 24, 2020
When efficiency is your focus, many organizations implement strategies with the assumption that workforce management (WFM) should be entirely separate from customer-focused considerations. In fact, the customer experience is impacted not only by the front lines of your contact center workforce but by individuals at every level of your organization. Customers, agents and the enterprise share the common goal of great customer service.
CSM Practice
FEBRUARY 24, 2020
A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey. The job of the customer success team entails myriads of responsibilities, including proper onboarding, increasing product usage, proactively managing accounts, customer engagements, and training , expanding and renewing accounts, and so on.
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.
Etech GS
FEBRUARY 24, 2020
Perhaps visions of a powerful person making the rules, enforcing company policies, and always having the final say come to mind when picturing a manager. Autocratic leadership, also known as authoritarian leadership is a type of leadership style that rarely views their employees as partners. Perhaps you’ve worked within an organization with this type of leadership.
CSM Practice
FEBRUARY 24, 2020
Guessing has no place in a changing customer success industry. Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Even Data is reliable, accurate and complete, it can still become overwhelming. Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices.
Merchants
FEBRUARY 24, 2020
Merchants is proud to announce the achievement of an impressive B-BBEE Level 2 status, a milestone that places Merchants people, clients and communities as meaningful participants in the transformation of the South African economy. The post Merchants re-claims Level 2 B-BBEE rating appeared first on Business Process Outsourcing Services | Merchants.
CSM Practice
FEBRUARY 24, 2020
Your customers cannot be successful if they don’t use your solution offerings. Unfortunately, renewing their subscription contract with you, does not mean they are successful either. It is the job of the customer success team to maximize engagement with your technology or services in order to drive value for the customers. This can be done by tracking actionable customer usage metrics and using adoption analytics to shape the customer experience at different points in their life-cycle journey.
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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.
Calabrio
FEBRUARY 24, 2020
I got my start in contact centers by taking customer service calls. It was the late 90’s, and Titanic was dominating the box office. MMMBop was a huge hit, and Third Eye Blind ruled the charts. A lot of things have changed since then (like my hairstyle and affinity for wearing Jorts), but some things haven’t. One of the big things that hasn’t changed is how people feel about working at a call center.
CSM Practice
FEBRUARY 24, 2020
Guessing has no place in a changing customer success industry. Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Even Data is reliable, accurate and complete, it can still become overwhelming. Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices.
CSM Magazine
FEBRUARY 24, 2020
It can be difficult for you to make and receive payments while traveling. Sometimes it is not feasible to monitor your transaction details like your account title, account number, date of transaction, amount of transaction, and who it was for while on the move.You can accidentally make a payment to the wrong account, or you can pay the wrong amount.
CSM Practice
FEBRUARY 24, 2020
Every customer success metric you can measure falls into one of these four categories: Customer Health Metrics. Customer Financial Metrics. Customer Usage Metrics. Customer Success Team Performance Metrics. In this blog series, we’ll examine each customer success metric category in separate blogs. You can follow the links above for each metric category.
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!
Infinity
FEBRUARY 24, 2020
Infinity's agency partnership program is your golden bullet to finally saying "I know it all" to your clients. The three points below will tell you how to do exactly that.
CSM Practice
FEBRUARY 24, 2020
A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey. The job of the customer success team entails myriads of responsibilities, including proper onboarding, increasing product usage, proactively managing accounts, customer engagements, and training , expanding and renewing accounts, and so on.
delighted
FEBRUARY 24, 2020
At Delighted, our goal is to provide businesses of all sizes with one easy-to-use customer experience (CX) platform for collecting and acting on customer feedback. Our many integrations simplify the process. In light of this, we’re excited to announce our latest integration with Friendbuy. Now you can easily display personalized referral links to you promoters, directly from the Delighted survey experience.
CSM Practice
FEBRUARY 24, 2020
Your customers cannot be successful if they don’t use your solution offerings. Unfortunately, renewing their subscription contract with you, does not mean they are successful either. It is the job of the customer success team to maximize engagement with your technology or services in order to drive value for the customers. This can be done by tracking actionable customer usage metrics and using adoption analytics to shape the customer experience at different points in their life-cycle journey.
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
Steve DiGioia
FEBRUARY 24, 2020
I simply felt like putting down on paper, some thoughts about business and life in general. Just thoughts that ran through my head as I sat at my computer. Here they are. Maybe there will be a part 2, who knows… If you believe there’s a better way of doing something and you don’t speak up, you’re just as guilty as those who stayed silent for fear of ridicule.
CSM Practice
FEBRUARY 24, 2020
Guessing has no place in a changing customer success industry. Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Even Data is reliable, accurate and complete, it can still become overwhelming. Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices.
Calabrio
FEBRUARY 24, 2020
In an industry making great strides with big data, analytics, AI and ever-expanding digital pathways and possibilities, we should always keep sight of one thing: customer service organizations adopting Workforce Engagement Management (WEM) solutions put people first. Their businesses must operate with the customer and customer service agents at top of mind, providing an adaptable, informed, human-centric experience.
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