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.

Marketing 126

Marketing Customer Service 126

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

Engineering 67

Engineering Best practices Consulting Consulting 67

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.

Marketing 48

Marketing Sales 48

Brad Cleveland Blog

JUNE 12, 2014

Quality management 20

Quality management Contact Center Call Center Management 20

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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.

Service level 96

Service level Call Center Abandon rate Metrics 96

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.

Average Handle Time 40

Average Handle Time First call resolution Service level Call Center 40

Brad Cleveland Blog

JUNE 12, 2014

Quality management 20

Quality management Contact Center Call Center Management 20

Customer Interactions

JUNE 12, 2014

'As of May 15, 2014, the four major carriers in the US – Verizon, AT&T, Sprint and T-Mobile – all voluntarily committed to providing text-to-911 as a service in areas where 911 call centers are prepared to receive them. While text-to-911 is a voluntary option for PSAPs, some have already taken the initiative to become text-to-911 capable.

Analytics 30

Analytics Call Center Personalization 30

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.

Average Handle Time 40

Average Handle Time First call resolution Service level Call Center 40

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.

Customer Experience