SharpenCX

JULY 30, 2019

The post Why Your Digital Customer Experience is a Catalyst to Future Growth and Agent Retention: The Ultimate Guide to Digital CX Strategy Your Contact Center is Missing appeared first on Sharpen Contact Center Software. In the contact center industry, we tend to think of digital customer experience only as a thing we control.

Contact Center 64

Contact Center Contact center software Customer Experience Personalization 64

Hello Customer

OCTOBER 10, 2019

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Customer Service 40

Customer Service Customer centricity 40

ShepHyken

OCTOBER 29, 2019

They discuss her new book, The Customer of the Future: 10 Guiding Principles for Winning Tomorrow’s Business , focusing on the psychological, technical, and experiential components of building a good customer experience. Her latest is The Customer of the Future: 10 Guiding Principles for Winning Tomorrow’s Business. Life is hard.

Technology 206

Technology Customer Experience Marketing Personalization 206

ShepHyken

SEPTEMBER 23, 2019

The Ultimate Guide to B2B Reviews by Sarah Fraizer. How To Tell If A Customer Service Agent Will Help You by Christopher Elliott. Forbes) When you’re on the line with someone like Valerie Zhou, there’s no question this customer service agent will help you. My Comment: Chris Elliot is a consumer advocate.

Journey mapping 250

Journey mapping Customer Service B2B Analytics 250

ShepHyken

OCTOBER 4, 2019

Here’s the guide that lends you an insight into engaging your customers in personalized, meaningful, and relevant ways. The ultimate goal of any business, here, is to nurture long-term affinity and loyalty for the brand. The ultimate goal of any business, here, is to nurture long-term affinity and loyalty for the brand.

Benchmark 302

Benchmark Feedback Customer retention Consulting 302

CX Accelerator

OCTOBER 26, 2019

Collecting is a main focus of Marvel Contest of Champions , where you try to “build your ultimate team of champions.” I grew up watching Magic Johnson, Larry Bird, Michael Jordan, and Kareem Abdul Jabbar. Once I started collecting, I had to have their rookie cards and then a card for every year after. All humans like to collect.

Customer Service 182

Customer Service Consulting Consulting Metrics 182

CX Accelerator

OCTOBER 26, 2019

Collecting is a main focus of Marvel Contest of Champions , where you try to “build your ultimate team of champions.” I grew up watching Magic Johnson, Larry Bird, Michael Jordan, and Kareem Abdul Jabbar. Once I started collecting, I had to have their rookie cards and then a card for every year after. All humans like to collect.

Customer Service 182

Customer Service Consulting Consulting Metrics 182

TechSee

NOVEMBER 11, 2019

The Computer Vision -powered virtual assistant can see all the components of her new system and walks Deb through the entire installation process using on-screen Augmented Reality annotations to guide her every step of the way. That’s why many vendors are turning to self-service options for effective Smart Home support.

Technology 138

Technology Self service Wireless Contact Center 138

HelpCrunch

JANUARY 9, 2019

While doing my research for this article, I’ve not only tested both Intercom and Zendesk myself, but also read a pile of different articles, comparisons, guides, showdowns and all this kind of stuff. The post Zendesk vs Intercom: the ultimate comparison appeared first on HelpCrunch blog. I mean, [ … ].

Customer Service 81

Customer Service 81

GetFeedback

NOVEMBER 25, 2019

So, as you’re monitoring your CSAT score, you should also be collecting feedback, acting on it, and implementing other strategies that will actually improve the experience; this will ultimately lead to a better CSAT score and other desirable business outcomes. Customer Satisfaction Score: A Free Guide. Get the Guide. Banks: 81%.

Benchmark 117

Benchmark Wireless Airlines Banking 117

CX Accelerator

OCTOBER 26, 2019

Collecting is a main focus of Marvel Contest of Champions , where you try to “build your ultimate team of champions.” I grew up watching Magic Johnson, Larry Bird, Michael Jordan, and Kareem Abdul Jabbar. Once I started collecting, I had to have their rookie cards and then a card for every year after. All humans like to collect.

Customer Service 140

Customer Service Consulting Consulting Metrics 140

CX Accelerator

DECEMBER 10, 2019

How A Simple Vision Board Changed My Year & A How-To Guide For Building Your 2020 Board. Originally written as only a how-to guide for creating a successful vision board, I quickly decided that I had found my “ why ” and that there was beauty in my imperfect journey. By Becky Roemen. Journey To Happy . The list went on and on.

Accountability 182

Accountability Personalization Customer Experience Customer Service 182

CX Accelerator

DECEMBER 10, 2019

How A Simple Vision Board Changed My Year & A How-To Guide For Building Your 2020 Board. Originally written as only a how-to guide for creating a successful vision board, I quickly decided that I had found my “ why ” and that there was beauty in my imperfect journey. By Becky Roemen. Journey To Happy . The list went on and on.

Accountability 182

Accountability Personalization Customer Experience Customer Service 182

GetFeedback

JANUARY 3, 2019

Organizations that have well-developed VOC programs consider feedback from every customer, respond immediately, and ultimately use what they learn to make improvements across departments. In simpler terms, VOC offers a way to give your customers a voice within your organization. Understand Voice of Customer capture methods. Choose a channel.

Customer Service 95

Customer Service Feedback Scripts Surveys 95

CX Global Media

JULY 9, 2019

At the Contact Center Virtual Summit, you’ll get the opportunity to learn from industry experts that help to guide my thinking and idea creation on hiring right. The second step ( the first step ) in the contact center agent journey comes with the on-boarding process. On-boarding is your employee launching point. CCVS Playbook and Planner.

Contact Center 120

Contact Center Chief Customer Officer Employee engagement Call Center 120

GetFeedback

APRIL 29, 2019

Text message (SMS) surveys are a great solution for gathering feedback from customers who are on the go. In fact, 90% of SMS messages are read in the first 3 minutes and 82% of people say they open every text message they receive. All of this makes SMS the perfect channel for collecting crucial and accurate feedback. Phone support feedback.

Surveys 106

Surveys Healthcare Transportation Feedback 106

CallSource Insights

MAY 29, 2019

When research shows that roughly nine-in-ten Americans use the internet 1 , a business that doesn’t exist on any digital format today almost doesn’t exist to consumers. More consumers than ever start their research online, with 81% of them conducting online research before buying and 60% starting their research on a search engine. Web Analytics.

Management 40

Management Advertising Engineering Analytics 40

Fonolo

JUNE 14, 2019

The riveting read breaks things down into six guiding principles, making it a digestible, dynamic, and ultimately, a convenient read. The riveting read breaks things down into six guiding principles, making it a digestible, dynamic, and ultimately, a convenient read. Would You Do That to Your Mother? Author: Shep Hyken.

Customer Service 92

Customer Service Call Center Construction Contact Center 92

Callminer

OCTOBER 3, 2019

Additionally, there are some characteristics that will be more important based on the needs and functions of a particular call center, although many traits are universal to all who work in a call center setting. Things like showing up on time, willingness to learn, and a generally good attitude are things all call center reps should possess.

Call Center 186

Call Center Morale Employee engagement Customer centricity 186

Totango

FEBRUARY 28, 2019

Your user adoption metrics create a silent, unending conversation between your enterprise and your customer. They are invaluable in helping you understand the results your customers are getting from your product. And in today’s customer-centered economy , there’s nothing more important than generating real value for your customer. Renewal/Upsell.

Metrics 83

Metrics Upselling Accountability Enterprise 83

Help Scout

MARCH 24, 2019

That’s why we partnered with our friends at HubSpot to publish this guide : to offer a blueprint for centering humanity in our customer service programs. Human-Centered Customer Support We partnered with our friends at HubSpot to bring you the ultimate guide to creating customer service programs that center human relationships.

Customer Support 40

Customer Support Airlines Customer Service Customer Experience 40

Beyond Philosophy

OCTOBER 18, 2019

We talk a lot about the difference between the two ways our brains think about things to make decisions, e.g., the Intuitive System and the Rational System. These two systems work together and tradeoff tasks between them. Professor Daniel Kahneman came up with the two systems and wrote a book about them called Thinking Fast and Slow.

Airlines 225

Airlines Consulting Consulting Benchmark 225

Nicereply

MARCH 19, 2019

Calling your products and services customer-centric requires you to go beyond offering guides, articles, blogs, tooltips, support channels, and analytics to your customers. Then, by applying these patterns, you can help guide the customer down a path that is more likely to bring them to quicker successful outcomes. Nudges in Brief.

Customer Experience 83

Customer Experience Analytics Customer centricity B2C 83

GetFeedback

FEBRUARY 6, 2019

The Ultimate Guide to Event Surveys. Event planning is an adventure, to say the least. Locking down the venue, getting people registered, promoting it across channels, working out the logistics… the list goes on and on. Before you know it, the day arrives. Success is more than a day-of checklist. How relevant was the agenda?

Feedback 110

Feedback Surveys Benchmark Best practices 110

CSM Practice

SEPTEMBER 25, 2019

Ultimately, this will drive a competitive edge that is difficult to replicate and, thereby, ultimately prevent churn in a highly-effective manner. The subscription model has changed everything. In reality, it has put all the power in the customer’s hands. This is the power of choice. How to Avoid Churn.

Accountability 65

Accountability Benchmark SaaS Surveys 65

Toister Performance Solutions

MARCH 12, 2019

A customer service vision is a shared definition of outstanding customer service that gets everyone on the same page. My research into customer-focused companies reveals a vision is critical to building a service culture. So should your team have its own? The answer is it depends. It's what companies with elite service cultures do.

Customer Service 67

Customer Service Advertising Customer centricity Management 67

ProProfs Blog

APRIL 8, 2019

Did you know before making an appointment with a doctor, 83% of patients visit the hospital’s website? Around 1 in 20 searches on Google are health-related topics. These numbers show how important it is to have a responsive website for a healthcare business. Instead of walking through the process, the support agents jump to the pricing information.

Healthcare 74

Healthcare Customer Service Customer Support Consulting 74

CX Journey

JANUARY 16, 2019

As I mentioned, the latest addition to the site is an Exam Resource Guide that provides just that. It includes many of the books that I typically recommend for exam prep: Outside In by Harley Manning and Kerry Bodine Thee Ultimate Question by Fred Reichheld The Ultimate Question 2.0 that you can read to help you prepare.

Chief Customer Officer 39

Chief Customer Officer Customer Experience 39

PeopleMetrics

SEPTEMBER 12, 2019

No matter how your customer interacts with you, the ultimate goal is to have a consistent “omnichannel” experience. Understanding the various touchpoints (e.g., in person, digital) you have with your customers is key to delivering a memorable customer experience. That’s the focus of this blog post. The most common channels.

Feedback 91

Feedback Interactive Voice Response Surveys Contact Center 91

NICE inContact

AUGUST 1, 2019

Get more information about CX strategy, building loyalty, turning customers into advocates, and growing revenue by downloading Blueprint for Growth: The Ultimate Guide for Turning Customers into Advocates. What can you do when revenue targets keep increasing but your budget stays the same?

Contact Center 60

Contact Center contact center solutions Cloud contact Self service 60

ClientSuccess

MARCH 20, 2019

Over the next month, I will be writing about the customer success metrics that top organizations use to measure the performance of their customer success strategies and team execution. The metrics I will cover are applicable to customer success departments and also to your entire company. Let’s get started. Revenue Retention Rate (Gross & Net).

Metrics 61

Metrics SaaS Customer advocacy Marketing 61