Using Speech Analytics to Improve Sales Effectiveness for Agents
Callminer
APRIL 2, 2014
For performance marketers, the contact center plays a crucial role. Here are 3 ways speech analytics can improve agent performance in sales-based call centers.
Sat.Mar 29, 2014 - Fri.Apr 04, 2014
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Sucking is the First Step to Being Sorta Good at Customer Service
Win the Customer
MARCH 29, 2014
'Getting to the point where customer service is good, or even great takes a long, long time. No matter who you are and how much experience you have, you''re going to suck at first.
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Why Great Customer Service Isn’t Enough to Be Customer-Centric
PeopleMetrics
APRIL 2, 2014
'I recently sent out a pitch on HARO (Help A Reporter Out). If you haven’t gotten on the HARO bandwagon, you’re missing out. It is a fantastic network of news sources with journalists and expert opinions. And everyone’s technically an expert in something. So pro-tip: you sign up, you benefit. Last week I wrote on a bad customer service example in social media, " How To Disappoint Customers on Social Media: A Cautionary Twitter Tale " and was interested in exploring what custome
4 Things Business Managers Need to do After a Data Breach
Joe Rawlinson
MARCH 31, 2014
'It’s the nightmare scenario no business manager wants to experience: admitting your company has been the target of a data breach. Unfortunately, it is a situation many businesses may have to deal with at some point. The Identity Fraud Report published by the strategy and research company Javeline reports that 13.1 million consumers were the subjects of identity fraud in 2013 , with data breaches pinpointed as one way criminals access private information.
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.
Get More Customers with the Personal Touch
Kristina Evey
APRIL 4, 2014
'Who would you prefer to spend your money with – someone who gets to know you and values your business, or at a company where you feel like just another number? Customers are willing to spend more money on a product that they know is not necessarily “state of the art” based on the feeling that they are being treated well. Contrary to popular belief, buying decisions are not based on price, but by the feeling that the customer gets when they do business with us.
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Customer Success Meetup – #4 and Growing Strong!
Amity
APRIL 2, 2014
Wow! The Customer Success Meetup has reached 127 members and is still growing strong. The advocacy marketing experts at Influitive hosted a great event at their cool new offices. About half of the audience was attending for the first time and most were in a Customer Success role. After kicking off the meeting, Julie Persofsky provided a brief introduction to Influitive and then handed the presentation over to Chad Horenfeldt.
Three Reasons Why You Need to Measure the Mobile Experience Right Now
ForeSee
APRIL 2, 2014
'When I joined the mobile team at ForeSee, I was surprised at how many clients used ForeSee to measure and improve the web customer experience on desktop but were not. The post Three Reasons Why You Need to Measure the Mobile Experience Right Now appeared first on ForeSee.
Can security technology be a ‘game changer?’
Customer Interactions
APRIL 4, 2014
'The 2014 World Cup in Brazil. The 2014 Commonwealth Games in Glasgow. The 2014 Asian Games in South Korea. These events are spread across the world stage, so what do they have in common? First is the obvious need for heightened security. In such large public events, security threats and operational situations can evolve fast and have negative, even catastrophic consequences.
When is Customer Experience Bad for Business? When Technology Gets In the Way of Service.
Win the Customer
MARCH 30, 2014
'If Apple designed a phone based on cell phone users of the early 2000''s we''d all be rocking Motorola Razrs and no one would have heard of the iPhone.
The 2023 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
Shaping Your Mobile Customer Service Strategy
Brad Cleveland Blog
APRIL 4, 2014
Mobile is developing at lightning speed—literally by the day. It represents a serious threat to organizations that don’t evolve their services, but is a significant opportunity for those who shape strategies that meet or redefine customer expectations. Here’s a guide to getting started right.
Product Update: New Apps for Portfolio and Lifecycle Management
Amity
APRIL 1, 2014
Product Update. Amity is introducing new capabilities to help our customers better manage accounts and contacts through the entire SaaS customer lifecycle. The new Portfolio App and Lifecycle App extend our existing suite of applications. The Portfolio App. Having a complete picture of every customer is integral to establishing trusted long-term relationships.
Design Customer Experience Like Pixar If You Want to Win the Hearts of Customers
Win the Customer
MARCH 31, 2014
'The idea that everybody deserves quality is a fundamental Pixar concept. The experience creates positive emotional connections with every customer.
Enhancing the Customer Experience For Successful Sales Lead Generation
Win the Customer
APRIL 3, 2014
'Some organizations thrive, and it’s usually because of high performing sales and service teams being closely aligned around a clear customer experience.
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.
Shaping Your Mobile Customer Service Strategy
Brad Cleveland Blog
APRIL 4, 2014
Mobile is developing at lightning speed—literally by the day. It represents a serious threat to organizations that don’t evolve their services, but is a significant opportunity for those who shape strategies that meet or redefine customer expectations. Here’s a guide to getting started right.
Quality Management Across Channels
Brad Cleveland Blog
APRIL 2, 2014
As you role out the new channels made possible through mobile and social ecosystems, it’s important to uphold a strategy of quality management across all channels. The well-worn practices of monitoring, coaching and quality improvement for traditional channels should also be an inherent part of managing emerging mobile interactions.
Quality Management Across Channels
Brad Cleveland Blog
APRIL 2, 2014
As you role out the new channels made possible through mobile and social ecosystems, it’s important to uphold a strategy of quality management across all channels. The well-worn practices of monitoring, coaching and quality improvement for traditional channels should also be an inherent part of managing emerging mobile interactions.
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!
Loyalty Begins with a Value Proposition
Amity
APRIL 3, 2014
In an ongoing effort to bring you information and insights from industry experts, Amity is pleased to announce the first post by guest contributor, Ed Powers, a senior executive with a passion for creating high performing organizations and founder of Service Excellence Partners. Sharp market segment focus helps your company and CSMs succeed. All Sales are Not Equal.
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