ShepHyken
APRIL 18, 2018
Lately, I’ve been asked about loyalty programs. Any company can create a loyalty program. But, there is some confusion around what exactly a loyalty program is. A Wikipedia definition of a loyalty program summed it up well: Loyalty programs are structured marketing strategies designed by merchants to encourage customers to continue to shop at or use the services of businesses associated with each program.
Call Center Weekly
APRIL 18, 2018
What is one thing every company can immediately do, to improve their Voice of the Customer program? There are some elegant ways to improve VOC, and then there’s effective, yet less than elegant ways. My experience in startups and small businesses has taught me that sometimes you need to be resourceful - or downright scrappy - to get certain things done.
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Contact Center Pipeline
APRIL 18, 2018
What do NASCAR drivers Kyle Busch, Martin Truex, Jr., and Jimmie Johnson have in common? Each driver qualified for the 2017 Monster Energy NASCAR Cup Series. They’ve each seen their share of the winner’s circle. But most importantly, they rely on a strong pit crew to cross the finish line. Your contact center might not […].
Kayako
APRIL 18, 2018
The online services that we use today are generally very reliable. When you want to watch something on Netflix or YouTube, you can be sure that 99% of the time, the service will be accessible. However, it is inevitable that something will go wrong at some point. When it does, it pays to have a competent and responsive support center to handle troubleshooting.
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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
Aspect
APRIL 18, 2018
Back in mid-2016 as we were looking into the various platforms we could integrate with our Aspect CXP solution, which lets enterprises build and run AI-powered customer and employee self-service dialog applications, the one platform that really caught our eye was Facebook Messenger. Customers were showing a growing interest in messaging and there was a bit of a buzz in the industry about all the things you could do with chatbots on Facebook.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Totango
APRIL 18, 2018
We understand your need to get results faster. That’s why we’ve launched Spark – the only goal-oriented customer success platform that accelerates the results of your CS initiatives. If you’re a Customer Success Manager, you need to target and execute activities that will have the biggest impact in the shortest amount of time. And as an Executive, you need visibility to know that everything is on track to meet business goals.
Fonolo
APRIL 18, 2018
Persuasion is one of the most creative ways for a customer service representative to deliver an optimal experience to consumers. Persuasion isn’t manipulation, rather it’s an effective way to positively influence and retain customers through engagement, connection, and creative problem solving. When executed effectively, consumers don’t even realize they are being convinced to buy a product or service, or to continue returning to a particular company or brand.
Eptica
APRIL 18, 2018
Date: Wednesday, April 18, 2018 How good is the digital customer experience from travel brands? Published on: April 18, 2018. Author: Pauline Ashenden Not only are holidaymakers now booking their travel and accommodation online, but the web has also paved the way for new business models, with more people going direct to hotels and airlines rather than booking complete packages from traditional travel agents.
Totango
APRIL 18, 2018
We understand your need to get results faster. That’s why we’ve launched Spark – the only goal-oriented customer success platform that accelerates the results of your CS initiatives. If you’re a Customer Success Manager, you need to target and execute activities that will have the biggest impact in the shortest amount of time. And as an Executive, you need visibility to know that everything is on track to meet business goals.
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.
Strategic Contact
APRIL 18, 2018
Low cost contact center technology solutions abound in today’s market. Centers can quickly implement cloud-based applications at a low price point (well under $100 per agent per month!). These options may seem like a slam dunk for companies with limited IT resources, aging or ineffective systems, and limited budgets. And they can easily tempt others.
Revation Systems
APRIL 18, 2018
Interested in learning more about managed care pharmacies and how your organization can enhance patient engagement by utilizing new innovations in technology? Join us at the 2018 AMCP Managed Care & Specialty Pharmacy Annual Meeting April 23 – 26 in Boston at the Boston Convention & Exhibition Center. Connect with other industry professionals and discover how digital transformation is impacting each and every managed care pharmacy.
ClientSuccess
APRIL 18, 2018
For those just joining our blog series CSM from the Trenches , welcome. This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful.
Ameyo
APRIL 18, 2018
Since the early 2000s , the economy of Bangladesh has consistently grown at an annual pace of 6%. There is a massive growth and improvement in different sectors -education, health and manufacturing. In fact, as per a PwC report, the country is expected to become 28th largest economy in the world by 2030. These predictions is closely associated with the growth in the job market.
Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.
Customer Experience Matters
APRIL 18, 2018
We just published a Temkin Group report, Propelling Experience Design Across An Organization. Although customer experience (CX) management has become a relatively common activity within large organizations, companies still struggle to deliver consistently positive experiences to their customers. One major issue impeding companies’ current CX efforts is that few organizations design customer interactions in a purposeful and deliberate manner.
Spearline
APRIL 18, 2018
It is often assumed that network monitoring solutions will have all the bases covered when it comes to monitoring the full line of communication between an organisation and its customers. But, in our experience of completing over 50 million test calls, we know that’s not the case! So, we’ve put together a list of just some of the key benefits of testing your numbers with us, that you won't get by just monitoring your network. 1.
CX Journey
APRIL 18, 2018
Image courtesy of Pixabay Are you challenged in your efforts to implement organization-wide changes to improve your culture, the employee experience, and the customer experience. Have you considered how a Trojan Mouse might help you gain traction in these efforts? Trojan Mouse. What is it? And how does it differ from a Trojan Horse? Well, right off the top of my head it seems like "Trojan Mouse" elicits an image of smallness, speed, and agility, while "Trojan Horse" makes me think of a larger un
Spearline
APRIL 18, 2018
You probably assume that your company’s global contact numbers are just working. Why wouldn't they be? You're paying for them, so they should work… Right? Well, maybe not. In our experience, of 50,000 call tests per day, almost 2,000 of them fail. Fail! That's about 1 in 25 calls. That’s a potential customer calling to buy your product that just got a 'busy' tone and went elsewhere.
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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