January, 2014

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Forrester Report Predicts Investment in Analytics Over Next Two Years

Callminer

New Forrester research predicts investment in analytics for 2014 & 2015; IBM Watson announcement confirms that IT purchasing is on the rise.

Analytics 182
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Take Care of Your Employees and They’ll Take Care of Customers

Win the Customer

'Forget the statistics, take good care of your employees and they''ll take good care of your customers. Employee happiness is the key to customer success.

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Coach Smarter: How to Maximize the Value of Your VoC Program on the Frontline

PeopleMetrics

'At every level of sports, there are coaches. And at every level of coaching, there is disagreement about how to measure a coach’s performance. Even with significant advances in how teams evaluate performance, it can be difficult to quantify “coaching” as a variable. Is it a coincidence that some of the most respected coaches of all time ( Phil Jackson , Bill Belichick ) have coached some of the greatest athletes of all time (Michael Jordan, Tom Brady)?

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How to Personalize Surveys with Dynamic Variables

GetFeedback

This week we added something fun that many users have been requesting: the ability to personalize online surveys with custom variables.

Surveys 60
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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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8 Exceptional Customer Success Professionals Share Insights on the Future

Amity

Is 2014 the year of Customer Success? Instead of asking the magic 8-Ball oracle, we turned to 8 exceptional customer success professionals and asked them to share their insights on the future of the industry. It is abundantly clear that the future is very bright for customer success! 1. Generating a Deep Understanding of Business Drivers. As we move into 2014, companies will be more focused than ever on the customer centric organization.

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The Power of Contact Metadata

Callminer

Contact metadata is an important and often overlooked factor for successful speech analytics deployments. Read more on CallMiner's blog!

Analytics 182
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Has Mobile Marketing Revolutionized the Mobile Customer Experience?

Win the Customer

'In an instant, mobile users read customer reviews, research products, and compare prices; the mobile customer experience is key for today’s informed customer base. In the 20th century, marketing was markedly different from the industry it is today. Companies would display ads on television, billboards and in print where potential customers were likely to see […].

Marketing 134
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Take Time to Understand Service Level Targets

TASKE Technology

Happy New Year. At this time of year, we often make personal resolutions intended to improve our sense of well-being. Your contact center likely has targets that help you determine whether you’re meeting or exceeding standards for service, which directly affect the well-being of your organization. This is a good time of year to review those targets and make sure they’re in line with expectations.

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7 Secrets to Double Online Survey Response Rates

GetFeedback

Use these seven tips to improve your engagement, brand perception, and response rates.

Surveys 60
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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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New Year’s Resolutions from the first Customer Success Meetup of 2014

Amity

Dave Strang from Achievers replies to a audience question at the Customer Success Meetup event on January 22, 2014. Have you set your Customer Success New Year’s Resolutions yet? If not, you can find inspiration from members of the Customer Success Meetup group. Last night, the third meetup event was held at the headquarters of Achievers. The event consisted of a panel discussion.

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Tailoring the Customer Experience to Spanish Speakers in the U.S.

ForeSee

'With cultural differences come differences in needs, wants and expectations, and it’s up to organizations that cater to large international groups to ensure they are providing the right experience to. The post Tailoring the Customer Experience to Spanish Speakers in the U.S. appeared first on ForeSee.

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9 Physical Security Trends for 2014

Customer Interactions

'Security technology is moving into the spotlight in 2014, and this goes well beyond its capabilities in the control room. Here are my predictions for nine key physical security trends this year. PSIM – the next wave of adoption Airports, utilities, mass transit, seaports and cities have all been early adopters of PSIM. In 2014 I believe we’ll begin to witness the next wave of PSIM adoption, especially within higher education and banking organizations.

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Does Customer Service Know What’s Expected?

Win the Customer

'Clarity of expectation, perhaps the most basic of employee needs in the workplace, is critical to customer service performance. Do your customer service agents really know what is expected of them? Or better yet, do they know what a successful result of their work looks like? Approximately half of American workers are unclear about what […].

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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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Take Time to Understand Service Level Targets

TASKE Technology

Happy New Year. At this time of year, we often make personal resolutions intended to improve our sense of well-being. Your contact center likely has targets that help you determine whether you’re meeting or exceeding standards for service, which directly affect the well-being of your organization. This is a good time of year to review those targets and make sure they’re in line with expectations.

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Our Customers are in Control: 5 Factors for Success

Brad Cleveland Blog

Until recently, the most significant developments in customer service have been those envisioned and implemented by organizations—e.g., 800 numbers, routing systems, web-based services, multimedia capabilities, and real-time analytics, to name just a few.

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4 New Year’s Resolutions every Customer Success Manager should make

Amity

It’s the sixth day of 2014, and the start of a brand new year signals New Year’s resolution time! Typically, resolutions are personal in nature, a goal to lose weight, eat healthier or exercise more. Most practitioners will often make professional New Year’s resolutions and use them as a guide and a reminder of how to do things better or different from last year.

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Announcing Answers Cloud Services: A Powerful Platform for our Clients

ForeSee

'by David Karandish, CEO of Answers I’ve spent the past month working with the ForeSee and Answers executive teams on how best to enable ForeSee to meet the ever increasing. The post Announcing Answers Cloud Services: A Powerful Platform for our Clients appeared first on ForeSee.

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Decoding the Call Labeling and Blocking Process

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

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5 Things Your PSAP Should Look for in Its Next Quality Solution

Customer Interactions

'We make decisions in split seconds all the time. But few are as critical as those made during 9-1-1 calls. Ensuring that those decisions lead to an optimal outcome can be the difference between life and death. Due to the critical nature of 9-1-1 emergency communications, maintaining effective responses is something we all need and want. It is the reason that most, if not all PSAPs, have some form of quality assurance (QA) procedure.

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The Language of Customer Service

Win the Customer

'The way you express yourself in your customer service interactions will determine whether your message will be received in a positive or negative way.

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What Really Creates Customer Loyalty? [INFOGRAPHIC]

Win the Customer

'Most companies that set out to deliver better customer service today fall short of creating a customer experience that creates customer loyalty.

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Customer Service When You Can’t Contact Customers

Win the Customer

'It’s difficult to catch decision makers at their desks most of the year, but this doesn’t mean that you can forget customer service when you contact customers. Look, I know how you feel. Calling all day, every day, reaching voicemails or getting transferred straight into voicemail without the line ever ringing. I’ve been there, I’ve […].

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ABM Success Recipe: Mastering the Crawl, Walk, Run Approach

Shifting to an account-based marketing (ABM) strategy can be both exciting and challenging. Well-implemented ABM motions build engagement with high-value accounts and drive impactful campaigns that resonate with your audience. But where do you begin, and how do you progress from crawling to running? Watch now as Demand Gen experts delve into the essentials of each stage of the ABM process.

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7 Effective Tips for Better Customer Loyalty

Win the Customer

'The emotional bond of customer loyalty may not appear on your business''s bottom line, but is critical to the survival of your organization.

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When you Lose Your Customer Service Focus

Win the Customer

'Most businesses fail to understand is that when you lose customer service focus it''s actually more costly to your business than great customer service.

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5 Killer Strategies to Boost Your Customer Conversion Rate Online

Win the Customer

'In order to increase your customer conversion rates, you need to optimize every channel and medium through which you interact with customers.

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In Customer Service We Trust

Win the Customer

'Customer service providers are caretakers of customer trust and must go above and beyond to deliver results that customers want.

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The Innovator’s Guide to the Digital-first Contact Center

In the contact center industry, first-generation digital channels like email and web chat have seen significant adoption, along with video chat and co-browsing capabilities. However, customers are rapidly moving beyond these channels, seeking next-generation options. Social platforms are now becoming mainstream contact center channels. Download this guide today to learn how to help your business adapt to this evolving landscape and leverage the power of next-generation digital customer service.

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10 Things Customer Service Needs to Know About Customers [INFOGRAPHIC]

Win the Customer

'The easiest way to make sure that you deliver exceptional customer service is to know exactly what your customers want.

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The New Rules of Customer Engagement: Data-Driven & Yet Human-Centric

Win the Customer

'We are living in an era of constant customer engagement. And customer engagement is more complex today with higher expectations from informed customers.

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Beginner’s Guide to Improve Customer Experience [INFOGRAPHIC]

Win the Customer

'This simple blueprint is a guide for how to overhaul and improve customer experience and enhance customer engagement in just one year.