13 Things You Didn't Know About Speech Analytics
Callminer
JUNE 22, 2014
Think you know a lot about speech analytics?
June, 2014
182 
Is your value proposition this strong?
Joe Rawlinson
JUNE 9, 2014
'Every company, including your company, needs a strong value proposition. At the core, the value proposition is why a customer should do business with you and not somebody else. If you don’t have this differentiation, your business is doomed to struggle or die. Take a look at this email I got from L.L.Bean, the outdoor clothing retailer, and pay special attention to the big reminder they give the customer of why they should do business together: 1.
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You Can’t Buy Customer Loyalty, You Need to Build It Each and Every Day
Win the Customer
JUNE 16, 2014
'Value is hard to come by these days. If you can crack customer experience code and get service right, you’re “in” with your customers - loyalty for life.
5 Signs You May Not Be As Customer-Centric As You Think You Are
PeopleMetrics
JUNE 30, 2014
'You know the familiar saying: “ Culture eats strategy for lunch ”? Well, I would wager that there is just one word in those five that would be commonly defined by all of us. Yup, you guessed it. Lunch. That’s because culture, like strategy, is intangible, soft and elusive. About as concrete as steam. And yet, so many businesses claim that they have or aspire to have a customer centric culture - to become more customer-centric, to put the customer first, to be customer-inspired
Reimagine Your Communications With A Unified Platform
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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.
Driving Incremental Service Revenue from Customer Success
Amity
JUNE 12, 2014
I have participated in several discussions around how to manage your Customer Success organization and the value it brings to your customer base and company. And a question I hear quite often is – is there opportunity to also drive incremental service revenue from your Customer Success staff? Traditional Professional Services offerings such as training and consulting services will likely always be offered on a cost basis, as these services are key to a successful new customer deployment, a
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How to Increase Sales 27% for E-commerce
customer sure
JUNE 25, 2014
E-commerce is a great business model. Low overheads, scale up fast, punch above your weight, and a whole wide world of potential customers. But it comes with a challenge when figuring out how to increase sales effectively, as there’s a big disadvantage compared to traditional business: You never get to meet your customers. Derek Bacharach, owner at the store www.SimplySuperHeroes.com describes how this affects him: “One of the drawbacks to having an e-commerce store is not being able
Book Review: The War of Art
Joe Rawlinson
JUNE 2, 2014
'Steven Pressfield is a successful writer who shares his deep insights into being a successful creative in The War of Art: Break Through the Blocks and Win Your Inner Creative Battles. If you create anything at all, this book is for you. If you are a writer, artist, entrepreneur, business owner, or hobbyist, this book is for you. Pressfield’s book reads more like a serious of short essays that are easy to digest.
Lead Magnets: Giving Customers What They Want, to Get What You Need Every Time
Win the Customer
JUNE 30, 2014
'Lead magnets create the ultimate positive customer experience as it delivers customers the right information at the right time your customers need it.
Take a Fresh Look at Average Handle Time
TASKE Technology
JUNE 12, 2014
Often, we look at particular statistics with a single focus, typically related to whether we’re meeting service levels or operating efficiently. It’s worth taking a fresh look at some of the more commonly-used statistics to see if we’re getting all the valuable insights they offer. Average Handle Time (AHT), for example, can be used to determine whether your team is meeting defined service levels and working efficiently.
The Verint Experience Index: Retail
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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
Fantastic Customer Success Meetup featuring BMC Software, Nulogy and ScribbleLive
Amity
JUNE 26, 2014
There was so much interesting and meaty content in last night’s Customer Success Meetup, we could barely keep up with capturing it all. After the regular community announcements (see the end of the blog post) and panel introductions the discussion was well underway. And to be honest we served up the first couple of scripted questions, but the audience engagement and natural flow of the conversation just took over.
Creating Multi-Language Surveys
GetFeedback
JUNE 4, 2014
New capability of GetFeedback: create multi-language surveys with full translation of the interface for your survey recipients.
Why You Should Build Customer Relationships with Email Marketing
customer sure
JUNE 12, 2014
Customer relationship building is essential in converting prospects and web visitors to full paying customers – and even advocates of your business. Email is one of the best ways to do that, and relationship building should be the no.1 priority of all your email marketing activities. All too often ecommerce stores take the view that email marketing is about delivering mini-catalogues of products and special offers into the inbox of past and potential customers.
13 Best Practices for a Successful PSIM Deployment
Customer Interactions
JUNE 5, 2014
'I was asked a few weeks back to host a webinar. When I was told I could pick my own topic, it got me to thinking. I speak at security conferences throughout the year and host PSIM Workshops as well. The one question that always comes up is ‘what can I do to make my PSIM deployment successful?’ So to answer this question, I went on a fact finding mission.
Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity
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.
Q&A on Social Media Customer Support
Brad Cleveland Blog
JUNE 6, 2014
Is your organization waking up to the complexities of providing social media customer support? An interview that I did with Salesforce.com provides answers to many common questions about social media customer support. You can read the full interview here.
Take a Fresh Look at Average Handle Time
TASKE Technology
JUNE 12, 2014
Often, we look at particular statistics with a single focus, typically related to whether we’re meeting service levels or operating efficiently. It’s worth taking a fresh look at some of the more commonly-used statistics to see if we’re getting all the valuable insights they offer. Average Handle Time (AHT), for example, can be used to determine whether your team is meeting defined service levels and working efficiently.
The Problem with Predictive Analytics for Customer Success
Amity
JUNE 18, 2014
I recently read yet another very informative blog post from Corey Eridon over at Hubspot , entitled The Problem with Predictive Analytics. Along with an explanation of predictive analytics and its increasing use in marketing, her analysis got me thinking about the use of predictive analytics in customer success. If marketing is using predictive analytics wrong, then chances are the nascent industry of CS is likely doing it too – or rather placing too much emphasis on them.
Why an 80/20 Service Level is Wrong for Your Call Center
Fonolo
JUNE 9, 2014
In the world of contact center metrics, “service level” has always held a special place. It gives the industry a universally understood way to talk about how quickly customer calls are answered by support agents. Its origins go back over 5 decades, to the earliest days of call centers. Call center service levels are, broadly speaking, a commitment to a particular average speed of answer, or ASA.
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!
The Intersection of Public/Private Partnership, Vision and Technology
Customer Interactions
JUNE 19, 2014
'The Houston Ship Channel, located in Houston, Texas, is part of the Port of Houston—one of the United States'' busiest seaports. When it comes to securing the Ship Channel, the stakes are high. The Houston Ship Channel is a vital national asset. The region includes 40 percent of U.S. chemical refining capacity and 14 percent of U.S. crude refining capacity.
SECURE-ED: A model in collaborative security
Customer Interactions
JUNE 26, 2014
'The continent of Europe is made up of 45 different countries. In the EU alone there are 23 official languages spoken. One would imagine that on a continent so diverse it would be difficult to find common ground. But despite the cultural and language differences, the countries of the old continent do share similar challenges. Many of the European city centers are dotted with historical sites which impede new road construction.
Q&A on Social Media Customer Support
Brad Cleveland Blog
JUNE 6, 2014
Is your organization waking up to the complexities of providing social media customer support? An interview that I did with Salesforce.com provides answers to many common questions about social media customer support. You can read the full interview here.
Want to Deliver Consistent Service? Build a Customer Access Strategy
Brad Cleveland Blog
JUNE 25, 2014
Contact Center Dialers Demystified
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.
Want to Deliver Consistent Service? Build a Customer Access Strategy
Brad Cleveland Blog
JUNE 25, 2014
The New GTM Playbook: 18 Ways to Future-Proof Your Sales Team
Advertiser: ZoomInfo
Longer sales cycles. Increasingly discerning buyers. More meetings. Intensifying competition. Economic uncertainty. Go-to-market teams of every size, in every industry, are grappling with these challenges firsthand. Thankfully, there’s an answer. We’ve developed an entirely new way for GTM leaders to identify and execute proven, data-driven strategies that drive revenue.
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