Contact Center Pipeline

JANUARY 17, 2017

Welcome to 2017! What are the trends that contact center leaders keep an eye on over the next 12 months? Part 3 of our 17 on ’17 series continues with expert insights on voice of the customer, mobile, forecasting & scheduling and quality monitoring. Be sure to check out Part 1 and Part 2 for […].

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ijgolding

JANUARY 17, 2017

In my exclusive column for CustomerThink in October 2016, I shared my ‘top tips’ for creating the right culture to enable an organisation to become genuinely customer centric. Whilst the list of seven things is by no means exhaustive, in my experience, together they provide a remarkably solid foundation to embedding the right environment and supporting behaviours to turn talk of customer centricity into reality.

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AskNicely

JANUARY 17, 2017

2017 is the Chinese year of the Fire Rooster – heralding lots of changes and challenges. A new President, fallout from Brexit, market uncertainty – and no clear leader of the Rebel Alliance. Uncertainty breeds unhappiness and unhappy customers are more likely to change loyalties, share negative experiences or jump ship. You need to be regularly assessing how your customers feel.

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Mindtouch

JANUARY 17, 2017

For companies interested in customer engagement, there’s no deeper well than social media. Facebook alone has over a billion monthly users who generate 4.5 billion likes each day. That’s a treasure trove of analytics, which is why businesses are scrambling to make sure every like, tweet, and snap is captured and understood. That’s why, earlier this year, Salesforce and Nestlé Waters announced the launch of a “Consumer Engagement Center.

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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.

AskNicely

JANUARY 17, 2017

2017 is the Chinese year of the Fire Rooster – heralding lots of changes and challenges. A new President, fallout from Brexit, market uncertainty – and no clear leader of the Rebel Alliance. Uncertainty breeds unhappiness and unhappy customers are more likely to change loyalties, share negative experiences or jump ship. You need to be regularly assessing how your customers feel.

Feedback 60

Feedback Surveys SaaS Marketing 60

Clarabridge

JANUARY 17, 2017

By Jeannie Walters, CEO and Founder of 360Connext. Understanding customers is a tricky thing and will continue to be. You know why? Customers, prospects and all of us share a uniquely tricky trait – we’re human! Humans are sort of funny. We say one thing and do another. We find ways to answer questions to make ourselves sound like the people we WANT to be, but not necessarily the way we are.

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Mindtouch

JANUARY 17, 2017

More so than ever, stakeholders are finding the lure of customer success irresistible. And executing a customer success strategy has become more than an expectation—it’s a requirement. Businesses, consequently, need to step back and take a hard look at their own help centers. The following three steps are a great place to start. Step 1: Identify Your Cornerstone Content.

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LiveChat

JANUARY 17, 2017

If you’re an entrepreneur you probably care about social media strategy. And if you do some creative stuff you care even more about creating a following. Social media has been traditionally known for it’s “soft selling.” Your social content promotes your business, converts readers, and generates profit. If your work is somehow related to social media you probably know exactly what I’m referring to.

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CSM Practice

JANUARY 17, 2017

In the technology industry, Customer Success Management is a growing practice, alongside the increase in popularity of SaaS (software-as-a-service) as a software licensing and delivery model. As a result, the traditional customer-vendor relationship, which now mostly applies to on-premise solutions, has changed dramatically. In many ways, Customer Success has become synonymous to SaaS.

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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

Surveys

Verint

JANUARY 17, 2017

Are you interested in presenting during a breakout session at Engage 2017, the Verint Systems Global Customer Conference? This year’s conference will be held in Orlando on May 22 - 25, and Verint is seeking customers and partners who would like to share their experiences, expertise, opinions, and best practices with other conference attendees.

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ShepHyken

JANUARY 17, 2017

Chad Keck Discusses How to Design a Customer Survey Your Customers Will Actually Complete. Some companies follow up a transaction by sending you a lengthy survey that may take five or ten minutes or even longer to complete. In other words, after you have given the company money, it rewards you with a “homework assignment.” There has to be a better way!

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Feedback

JANUARY 17, 2017

What does the Voice of the Customer really mean? Voice of the Customer is a business and technology term used to describe a process that is designed to capture customer’s expectations, preferences, experiences, and feedback. Often applied as a market research technique by companies looking to achieve a better and more complete understanding of the customer, VoC can also help your business successfully measure and understand the experiences that you deliver to customers.

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Talkdesk

JANUARY 17, 2017

To welcome the new year, we’re excited to announce a brand new Talkdesk product line: Callbar. We’ve been working on this release for months and we’re thrilled to make it available for agents everywhere today. Read on for more details about Callbar. What is Callbar? Callbar is the fastest, most reliable way to handle Talkdesk phone calls. It’s a web application that allows users to make and receive phone calls from anywhere on the desktop.

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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