Toister Performance Solutions

AUGUST 13, 2019

Ignoring online reviews can be a big mistake. A 2019 report from the customer insight firm, Womply, revealed small businesses that reply to at least 25 percent of its customer reviews earn 35 percent more revenue than their peers. This is a huge number that's hard to ignore. Womply's researchers analyzed data from more than 200,000 small businesses across multiple industries and discovered some interesting conclusions.

Engineering 77

Engineering Personalization Accountability Feedback 77

Totango

AUGUST 13, 2019

Some people think the most important moment in the customer relationship is when they make the initial decision to purchase. But the period after the purchase, the onboarding phase , is what really establishes the customer relationship. What your organization does next could mean the difference between having a life-long customer or another churn statistic.

Best practices 85

Best practices Education Accountability Sales 85

Transparent BPO

AUGUST 13, 2019

Customer satisfaction with contact centers is down, according to the Contact Center Satisfaction Index 2019 from CFI Group, a market research firm. Customers are tired of long wait times, being passed from channel to channel or agent to agent, constantly repeating themselves, and, worse, not getting their problems resolved. Many reach a breaking point where they bid a not-so-fond farewell to the offending company.

Contact Center 85

Contact Center Customer Experience Gamification Interactive Voice Response 85

Beyond Philosophy

AUGUST 14, 2019

I might have misled you in recent weeks. I have been talking about frictionless experiences and how vital it is to have a smooth Customer Experience. However, some of my reading lately has exposed some nuances about the friction in an experience that we haven’t addressed. Many organizations are talking about how to make their Customer Experience easy, which is the right thing to do.

Customer Experience 332

Customer Experience Benchmark Education Consulting 332

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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.

ShepHyken

AUGUST 14, 2019

I enjoy going to a baseball game. I live in St. Louis, and the fans of the St. Louis Cardinals are known throughout the sports world as being some of the best fans in all of baseball. Many fans remember Albert Pujols as one of the most skilled—not to mention beloved—members of the St. Louis Cardinals team. He was one of our best—and still is one of the best to ever play the game.

Personalization 319

Personalization Customer Service Management 319

Callminer

AUGUST 12, 2019

These expert tips and best practices on leveraging customer experience analytics will help you leverage CX analytics to the fullest potential.

Best practices 182

Best practices Analytics Customer Experience 182

Beyond Philosophy

AUGUST 15, 2019

What gets measured gets managed. This oft-quoted line from Peter Drucker is more pertinent today than ever concerning Customer Experience strategy. Every marketer should measure their performance in Customer Experience to understand what drives value for customers. . We discussed measuring Customer Experience correctly in a recent podcast. With 11 books on marketing and Customer Experience, our guest Don Peppers , bestselling author, blogger, business strategist, and acclaimed keynote speaker, j

Metrics 314

Metrics Finance Surveys Consulting 314

ShepHyken

AUGUST 12, 2019

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Everyone Hates Customer Service. This Is Why. by Sharon Terlep. (Wall Street Journal) Technology lets companies see how badly they can treat consumers, right up until the moment they bolt.

Customer Service 241

Customer Service CRM Customer Experience Surveys 241

Contact Center Pipeline

AUGUST 14, 2019

While the competition for top talent intensifies across the business landscape, contact centers often feel the impact more than most. Top-performing contact centers require exceptional agents to lead a memorable and impactful customer experience while upholding their company’s brand and values. Whether through direct, chat or online engagement, the agent role demands specialized skills that […].

Contact Center 164

Contact Center Customer Experience Feedback Call Center 164

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!

Feedback

GetFeedback

AUGUST 14, 2019

Y ou know your customers are satisfied because the Customer Satisfaction Score (CSAT) that you see on your daily dashboard tells you as much. The score is solid. But you aren’t satisfied; you believe it could be so much better. And rightly so — it usually can be. So, what’s a company to do to earn an even better CSAT score? Before I answer that, let’s take a look at a popular CSAT metric that was established 25 years ago: the American Customer Satisfaction Index (ACSI).

Journey mapping 155

Journey mapping Surveys Customer centricity Feedback 155

Beyond Philosophy

AUGUST 16, 2019

Relationship Types and How to Use Them. We act differently in our various relationships. We have a way we operate at work or school; we act a certain way in public and another way with our friends and family. The difference is the type of relationship we have with the other people involved. This variance in behavior is also at work in our relationships as customers.

Consulting 256

Consulting Consulting Marketing Customer Experience 256

ShepHyken

AUGUST 16, 2019

This week we feature an article by Michelle Jarsen who shares seven ways your support team can learn and practice essential communication skills. Any job that involves interacting with people requires clear communication. It’s crucial that your support team learns and practices new ways of exchanging information and ideas. Good communication isn’t a skill you’re born with or one that comes naturally.

Personalization 217

Personalization Marketing Customer Service Sales 217

Contact Center Pipeline

AUGUST 13, 2019

Contact centers may offer a wealth of data, yet the most meaningful customer insights often lie buried within stored conversations, transaction histories and survey feedback. How can companies begin to uncover the trends, patterns and connections to make sense of it all, and more importantly, incorporate that intelligence into their decision-making?

Contact Center 164

Contact Center Feedback Surveys Analytics 164

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

Journey mapping

Lumoa

AUGUST 12, 2019

The importance of customer satisfaction is generally taken for granted. If you don’t have a solid understanding of why customer satisfaction is important, you risk undervaluing it. Here are five reasons why customer satisfaction is important.

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GetFeedback

AUGUST 14, 2019

Let’s talk about customer satisfaction. . What does it really mean? Is it worth it to track? It’s time to get serious about getting satisfaction. Just like Jagger. In customer experience (CX) terms, we often dismiss Customer Satisfaction Score (CSAT) measurement as too simple. Great customer experiences are created by designing and understanding the end-to-end journey of your customer, from before they are aware of your brand all the way through to when they leave you or become your greatest adv

Metrics 109

Metrics Journey mapping Surveys Feedback 109

Fonolo

AUGUST 13, 2019

Retail is transforming at an increasing rate, and more than ever. Advances in Artificial Intelligence (AI) are changing interactions between customers and brands and are allowing many of these processes to become automated. However, despite these rapid changes, many customers still prefer interacting with an actual person, whether it’s in store with a floor representative, or on the phone with a call center agent.

Customer Service 108

Customer Service Management Call Center Education 108

Aspect

AUGUST 14, 2019

ACE is never complete without the ACE Awards and 2019 did not disappoint. To add to the celebration at our closing ceremony we added Mimosas and Bloody Marys and tons of FUN! Congratulations to our winners and thank you for sharing your inspiring stories with our audience! Colleen Sheley and Michael Harris. Our winners this year were: . 2019 ACE CUSTOMER AWARDS | BEST-OF-BREED .

Coaching 106

Coaching Self service CRM Surveys 106

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.

Contact Center

TRUSTID

AUGUST 14, 2019

What’s the general perception of your contact center? Are your customer satisfaction rates on the upswing or declining? While many call centers believe they provide excellent customer service, sometimes the actual experience can carry a different tone. One of the factors in helping you determine this is the method at which you authenticate callers. Do your telephone agents provide a friendly greeting before immediately addressing their needs, or are you from the camp that first needs to ask a nu

Customer Service 84

Customer Service Call Center Contact Center Customer Experience 84

Nicereply

AUGUST 12, 2019

While it’s true that focusing on detractors is helpful for lifting your company’s NPS score as a whole, ignoring the passives while you do so may be doing more harm than good. At this point, most people are familiar with NPS, also known as Net Promoter Score , and how to calculate it. CX leaders have the formula for NPS burned into their brains: But, you might be thinking to yourself: that equation only includes promoters and detractors, the most extreme users on the scale, rather than the middl

Surveys 83

Surveys Benchmark Advertising SaaS 83

Contact Center Pipeline

AUGUST 15, 2019

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Aspect

AUGUST 12, 2019

One of the most anticipated sessions of ACE 2019 kicked off on Tuesday, July 30 with an energizing introduction from Aspect CMO Michael Harris, followed by CEO Patrick Dennis sharing observations from his first 175 days. Traveling the globe to meet with customers gave Patrick the opportunity to listen and really hear first-hand observations and feedback from the people who use our products every day.

Engineering 103

Engineering CRM Technology Feedback 103

Advertiser: ZoomInfo

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.

Accountability

NameShouts

AUGUST 16, 2019

– Hayley Ostrega, Linguistics Research and Data Associate. “What’s in a name?”. Societies have been growing more diverse, and thank goodness we have reached an era where individual authenticity is celebrated. This may come in the form of one’s hobbies, interests, and fashion; the hipster culture is in! What about the individual difference we are given at birth?

Scripts 77

Scripts Surveys 77

Chip Bell

AUGUST 13, 2019

There is an old off-color joke about an uncultured, farmer’s daughter from the backwoods who lands a scholarship to a finishing school. On her first visit back home, she is asked by a group of her friends what she had learned. She proudly announced that she had learned to say, “Well, I do declare” when what she really meant to say was “bulls- -t!”.

Feedback 81

Feedback Wait times Customer Service Customer Experience 81

Avaya

AUGUST 14, 2019

In George Orwell’s epic novel 1984 , our protagonist Winston Smith is constantly aware that he must toe the government’s line because “Big Brother is watching.” When Orwell’s dystopian work was first published in the middle of last century, the technology needed to monitor citizens’ coming and going was in its infancy; but now, some seven decades later, it is becoming mainstream.

Customer Experience 77

Customer Experience Transportation Contact Center Accountability 77

Certified Languages International

AUGUST 12, 2019

Rudy enjoys Take Our Daughters and Sons to Work Day with friends both new and old. When it seems as though the battle for language rights will never end (see: Section 1557 revisions and videos replacing interpreters in immigration court hearings ), find something that will make you happy, a little less stressed, and hold on tight. For us at CLI, that something isn’t a something at all, but more like a someone: Rudy.

Consulting 75

Consulting Consulting Marketing Management 75

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Contact center leaders understand that frontline agents need in-call guidance to manage complex calls and drive higher levels of employee and customer experience. Real-time agent assist technology is enabling leading contact centers to accomplish these goals.

Coaching

teleopti

AUGUST 13, 2019

Statistically, the majority of contact centers still use manual processes to adjust their intraday workforce scheduling but why play a constant game of catch-up? Dave Hoekstra of Teleopti outlines 5 reasons to invest in real-time management to balance the workload, achieve service levels and mop-up agent idle time. Intraday Management? Real-Time Management?

Contact Center 71

Contact Center Chatbots Service level Time management 71

BlueOcean

AUGUST 14, 2019

For brand-conscious organizations who have never outsourced before, there’s a common fear that putting your customer care in the hands of an outsourced partner effectively builds a wall between you and your customer. We get the reasoning – after all, your customers are your most important asset and anything that adds a layer between you and your customers must be a barrier.

outsourcing 69

outsourcing Contact Center Customer Care Employee engagement 69

NICE inContact

AUGUST 16, 2019

Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. In light of fast-changing customer demands, is your contact center keeping up? It used to be possible to win with a top product or a competitive price, but more than ever, customer experience is now top of mind for consumers — and crucial for bottom-line growth.

Contact Center 67

Contact Center Benchmark Best practices Self service 67