Fri.Nov 13, 2020

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6 Questions To Ask To Ensure Your Voice of Customer Programme Delivers Results

Enghouse Interactive

Providing the service that customers are looking for and meeting their increasingly demanding needs is key to business success today. Understanding exactly what customers want is therefore critical for organisations, which is why more and more are implementing or expanding Voice of the Customer (VoC) programmes.

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Guest Post: Ditching NPS for Real Feedback–Which is Better For Your Customer Experience?

ShepHyken

This week we feature an article from Su Kaygun Sayran , a content writer for JotForm. He writes about what specifically makes feedback effective in helping you improve your customer service. Feedback, the one thing that businesses know that they need but dread to receive it at the same time. But at the end of the day, it’s the feedback that makes or breaks a company.

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Delivering impactful results from your Voice of the Customer programme

Eptica

Date: Friday, November 13, 2020 Author: Pauline Ashenden - Demand Generation Manager Delivering impactful results from your Voice of the Customer programme. Published on: November 13, 2020. Author: Pauline Ashenden - Demand Generation Manager Understanding changing customer needs is vital if companies are to increase engagement, satisfaction and long-term revenues.

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5 Skills Needed to Excel In Healthcare Sales Today

Integrity Solutions

The important skills that contribute to sales success are constant, regardless of disruptive external events, but they’ll need to be sharpened and tailored to the changing healthcare environment. Healthcare sales has gone through a number of rocky transitions and disruptions over the past decade. But 2020 has been at a whole other level. As we make our way to the end of this incredibly tumultuous and challenging year, sales teams in pharmaceuticals, biotech, medical device and diagnostic compani

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The 2023 Verint Experience Index: Retail

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

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The journey to great begins with gratitude

Talkdesk

November marked the beginning of the fourth quarter in Talkdesk’s fiscal year. I usually transition to a new quarter focused on what we must accomplish and the action plans to make it all happen. However, as I look toward the end of what has undoubtedly been one of the hardest years of our lives, it’s gratitude that now consumes my thoughts. . In 2021, Talkdesk will celebrate its 10-year anniversary.

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How To Get SMS Opt-in For Black Friday Promotions?

JustCall

Still not gathered SMS subscribers for BFCM (Black Friday and Cyber Monday) promotions? Black Friday is around the corner. And online sales are going to shoot up manifold during Black Friday this year. But have you strengthened your SMS opt-in marketing enough to break the noise during Black Friday? You probably have a long email subscriber list already.

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Focusing on tonal sentiment analysis alone is failing your customer conversation analysis strategy

Tethr

In the era of advanced customer listening, tonal voice of customer sentiment analysis offers a lot less business value than it might suggest. Some might even call it primitive. So, why is focusing on the emotional tone of a customer conversation alone not going to give you the conversation insight you’re looking for? And why won’t tonal sentiment analysis tools and systems equip you to make business decisions or move key CX metrics in your organization?

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NICE inContact CX Transformation Benchmark 2020: How the Coronavirus Shaped Customer Expectations

NICE inContact

The annual Consumer Wave of the NICE inContact Customer Experience (CX) Transformation Benchmark Study dove deep into how the pandemic has shaped the way customers are interacting with contact centers. The study polled more than 2,500 individuals in the United States, United Kingdom, Australia, and Canada during September 2020 – specifically consumers who had communicated with a company through a customer service experience in the last three months.

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What is call center shrinkage and how to minimize it

Monet Software

What is call center shrinkage? One of the most important concepts in schedule adherence is shrinkage. Shrinkage can be defined as the time for which people are paid during which they are not available to handle calls. There are many reasons that can cause shrinkage - and it has to be taken into account when scheduling the required number of agents to meet call volumes.

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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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Five Things You Should Avoid for a Successful CPQ Project

Cincom

While configure-price-quote (or CPQ for short) solutions have been available for at least a decade, they are still new to many companies. Anyone interested in a new CPQ solution, any CPQ solution, needs to be open, honest and critical when they review and adjust their current CPQ-related systems and processes, like their sales process or the process, to introduce new products and services.

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A Quick-Start Guide To Low- and Mid-Touch Feature Adoption

ChurnZero

When it comes to product adoption, as our Chief Customer Officer likes to analogize, showing up to the gym isn’t enough; you have to run on the treadmill to see results. You can create the perfect running environment – with new sneakers, a high-end fitness tracker, and an energizing playlist – but if you don’t put one foot in front of the other (again and again and again), then you’re never going to progress.

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The Ultimate Guide to a Career in Customer Support

CSM Magazine

A business needs its customers to survive and with such competitive global markets in most industries, consumers can simply choose to take their business elsewhere if they feel they are not being treated like they matter. And, thanks to social media, people can now broadcast their unpleasant or lacklustre customer service experiences to the world, with companies scrambling to mitigate the damage and try and control negative PR.

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Advocacy Insights Inside Salesforce Deepen Customer Relationships

Influitive

Salesforce is the home of those who live and breathe revenue. Your sales reps, CSMs, and the rest of your go-to-market teams spend a lot of their workday in Salesforce—they have to in order to do their job effectively. To make them even more successful, it’s important to give them additional account and contact insights […]. The post Advocacy Insights Inside Salesforce Deepen Customer Relationships appeared first on Influitive.

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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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6 Reasons That Will Compel You to Get an Online MBA

CSM Magazine

Online learning offers an awesome opportunity to get an MBA degree. Getting an online MBA will allow you to balance your work, family, and studies. It is never too late to pursue your education, so you should start immediately. Read on to discover six reasons why you should get an online MBA. 1. Flexible Schedule. If you’re worried that you won’t harmonize between work and study, don’t be.

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What can an IVA do for you?

Interactions

Unfortunately, automation can have the reputation of being more frustrating than helpful. This misconception mostly comes from experiences with outdated and inefficient technologies, like IVRs and chatbots. These technologies have limited functionality and often fall short of customer expectations because their purpose is not to elevate customer experience, but rather to contain and deflect.