52 Medical Group
Ansafone
DECEMBER 4, 2019
Ansafone Dedicated Agents Help with Medical Appointment Scheduling & More The post Medical Group appeared first on Ansafone Contact Centers. Case Study
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Inside View: FCCI Insurance Group
Contact Center Pipeline
JANUARY 18, 2018
Organizations like FCCI Insurance Group […]. These days, skilled job candidates put just as much thought and effort into scrutinizing potential employers as companies do screening applicants.
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2019 State of CX Report from The Northridge Group
Peter Lavers
NOVEMBER 28, 2019
I was recently asked by The Northridge Group to review their 2019 State of Customer Service Experience report.
Convoso Client Success Story: Ascent Mortgage Group
Convoso
SEPTEMBER 11, 2017
In mid-2017 Ascent Mortgage Group came to Convoso searching for a new contact center platform with a high-performance automated dialer like none other. Before starting on the Convoso platform, Ascent Mortgage Group was “burning through leads” - a negative outcome that resulted from the various call center applications and providers they were using.
Contact Center Metrics That Matter
Speaker: Nate Brown, Co-Founder, CX Accelerator
The contact center is one of the most strategic and influential groups related to the larger Customer Experience (CX). Do you have the right metrics in place to assess your true impact?
Hosted VoIP: Call Queues vs Ring Groups
Jive
AUGUST 23, 2018
To start, there are two important call management features your small business should consider leveraging with a Hosted VoIP phone system: ring groups and call queues. Well let’s look at the similarities, differences, benefits, and disadvantages of call queues vs ring groups.
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Temkin Group, Qualtrics, And SAP
Customer Experience Matters
NOVEMBER 16, 2018
In case you missed it, Temkin Group was acquired by Qualtrics. The post Temkin Group, Qualtrics, And SAP appeared first on Customer Experience Matters®. Well, this has been a crazy month. We weren’t able to discuss it too much, because Qualtrics was in a pre-IPO quiet period. And then SAP acquired Qualtrics. Can you say Pac-Man?!?! A month ago, I would have provided my independent analysis of these acquisitions. I can’t do that anymore, I’m now biased.
Bradley Lead Group Finds a Blend of Success with Convoso (Case Study)
Convoso
JUNE 7, 2017
Client : Bradley Lead Group is a lead generation group that focuses its efforts on qualifying extremely high quality leads in numerous financial sectors.
COPC Inc. China User Group Annual Meeting
COPC
DECEMBER 9, 2019
On November 8, 2019, the COPC China User Group Meeting was successfully held in Shanghai. As the application of unassisted channels has increased, and with input from regional user groups, it has become an important part of the latest release of the COPC CX Standard.
Group Effort: Introducing Fonolo’s LinkedIn Group, “Contact Center Best Practices for the Real World”
Fonolo
JUNE 6, 2018
For those with even one foot in the digital doorway, chances are you may have heard some breaking news around the watercooler at the beginning of 2018: A revival is being planned for a well-known social networking platform: LinkedIn Groups.
6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center
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Here’s a digital insurance business example: Who: Analysis of past purchases by demographic groups shows. If Artificial Intelligence (AI) for the overall business is a red hot. topic in C-suites, AI for customer engagement is white hot.
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Group Demos: Confessions From Both Sides of The Table
Guru
JULY 25, 2019
It’s 9:02 am, and the words hang in the air as both sides of the group demo finish getting into character. “Let’s just give everyone a few more minutes.” sales enablement
Concentrix Wins Brandon Hall Group Award
Concentrix
AUGUST 23, 2019
Accolades presented in four categories Fremont, CA – Winners of the 2019 Brandon Hall Group HCM Excellence in Awards for Learning and Development, Talent Management, Leadership Development, Talent Acquisition, Workforce Management and HR, Sales Performance and Corporate Initiatives were announced during an online webinar on Aug. The post Concentrix Wins Brandon Hall Group Award appeared first on Concentrix.
Lessons From Temkin Group’s Humanity Workshops
Customer Experience Matters
SEPTEMBER 24, 2018
Throughout the year, Temkin Group has been focused on making 2018, “The Year of Humanity.” The post Lessons From Temkin Group’s Humanity Workshops appeared first on Customer Experience Matters®. ” As a part of our commitment to this critical theme, we developed a highly interactive workshop “Humanizing CX,” which I’ve led for 10 Customer Experience Professionals Association local networking events in cities across the U.S. and Canada.
Top 6 LinkedIn and Facebook Sales Groups (To Level Up Your Skills)
CrazyCall
DECEMBER 12, 2018
Using these social networks, you’re able to find Groups focused solely on providing useful content, information, tips and engaging the community to share their knowledge and help each other grow their skills. There will be no need to perform a linkedin groups search on your own!
Net Promoter News: Sage Group, Ford, Epyx and Paladina Health
CustomerGauge
JANUARY 12, 2017
Sage Group Plc Is Customer-Obsessed Sage Group, a British multinational enterprise software company closed the year 2016 with excellent business results. The post Net Promoter News: Sage Group, Ford, Epyx and Paladina Health appeared first on CustomerGauge.
Great News: Temkin Group Joins Forces With Qualtrics
Customer Experience Matters
OCTOBER 24, 2018
I’m thrilled to announce that Temkin Group has been acquired by Qualtrics. The post Great News: Temkin Group Joins Forces With Qualtrics appeared first on Customer Experience Matters®. Together, our goal is to create the world’s premiere center of excellence for all things experience management (XM).
Launching An Advocacy Program Part 6: User Groups
Influitive
APRIL 6, 2017
Advocate Marketing 101 Event Marketing advocate events advocates at events b2b customer user groups b2b event marketing b2b user groups crimson hexagon customer user group suggestions customer user groups event marketing how to run a user group irwin hipsman launching an advocacy program marketing user groups user group ideas user group planning user groupsThis is the sixth post in a series about launching a customer advocacy program.
Interstate Group LLC Creating 83 New Jobs In Virginia
Connecting the Dots
JANUARY 5, 2018
Read: Interstate Group LLC Creating 83 New Jobs In Virginia at BusinessFacilities.com. Capital Investment Daily News Featured Manufacturing Taxes & Incentives Virginia Workforce Development Business Incentives Economic Development Employment Expansion Glen Lyn Interstate Group LLC Site Selection Virginia Economic Development PartnershipThe cargo trailer manufacturer will invest $4.1 million to establish an East Coast manufacturing and distribution operation in Giles County, VA.
Press Release: Taylor Reach Group Selected to Optimize Vision Care Leader
Taylor Reach Group
FEBRUARY 8, 2019
The Taylor Reach Group, Inc., About The Taylor Reach Group, Inc. Media Contact: For more information on The Taylor Reach Group, Inc.
With CXone, Fossil Group Unifies Contact Centers, Raises Performance
NICE inContact
JUNE 19, 2019
Headquartered in Richardson, Texas, Fossil Group is an American fashion designer and manufacturer of distinctive watches, wallets, handbags, accessories, and wearables for a variety proprietary and licensed brands. Its 17 contact centers located around the world support the Fossil Group business , including 250 agents who support over 10 languages. With CXone, however, Fossil Group finally was able to view all its performance data on one unified platform.
2017 Temkin Group CX Excellence Award Winners
Customer Experience Matters
NOVEMBER 15, 2017
I’m thrilled to announce (and congratulate) the winners of Temkin Group’s sixth annual Customer Experience Excellence Awards: AARP – formally established its AARP Experience (AARPx) team in 2016 with the mission to work across the enterprise to create a seamless, personalized experience for members that is supported by a customer-centric culture. The post 2017 Temkin Group CX Excellence Award Winners appeared first on Customer Experience Matters®.
CXone Contact Center Solutions Help Radisson Hotel Group Support Guest Experiences
NICE inContact
OCTOBER 29, 2019
Radisson Hotel Group had emerged as a leading global hospitality company and one of the world's largest hotel groups.
Presidential Executive Fellow Rosetta Lue Joins Taylor Reach Group to lead Public Sector Practice
Taylor Reach Group
JANUARY 21, 2019
While The Taylor Reach Group, Inc., This week, Colin Taylor, CEO and Chief Chaos Officer of The Taylor Reach Group, Inc., About the Taylor Reach Group, Inc. – Established 2003, Taylor Reach is a worldwide, leading Contact Center, Call Center, and Customer Experience consulting firm.
An Exciting Year For Temkin Group Research
Customer Experience Matters
DECEMBER 28, 2017
As you can see in the chart below, Temkin Group published a lot of interesting research in 2017. The post An Exciting Year For Temkin Group Research appeared first on Customer Experience Matters®. As the year winds down, it’s fun to look back and appreciate what’s been done. I’m very proud of what our team accomplished. We used many different research approaches (e.g.,
CXone Contact Center Solutions Help Radisson Hotel Group Support Guest Experiences
NICE inContact
OCTOBER 29, 2019
Radisson Hotel Group had emerged as a leading global hospitality company and one of the world’s largest hotel groups. Ultimately moving to NICE inContact’s unified CXone cloud CX platform and its contact center software solutions would be pivotal for Radisson Hotel Group. Find out how NICE inContact and CXone continue to play a role in Radisson Hotel Group’s commitment to providing memorable moments for its guests all over the globe.
Emotional Responses to Tech Support Differs Across Age Groups
Customer Experience Matters
NOVEMBER 9, 2017
In a recent post, Temkin Group analyzed 10 emotions that consumers feel after completing a number of different interactions. The post Emotional Responses to Tech Support Differs Across Age Groups appeared first on Customer Experience Matters®. We decided to dig deeper into one of those interactions, getting tech support for a computer.
FREE Temkin Group Industry CX Webinars
Customer Experience Matters
SEPTEMBER 13, 2018
Temkin Group publishes a large amount of industry- and company-specific research, so we often do webinars that highlight what’s happening in customer experience in those industries. The post FREE Temkin Group Industry CX Webinars appeared first on Customer Experience Matters®.
Axis Group Hosts Institute of Customer Service CEO Breakfast
CSM Magazine
OCTOBER 24, 2018
Axis Group joined as a member of The Institute of Customer Service last year and is currently working towards The Institute’s ServiceMark accreditation – the national standard for measuring an organisation’s service levels and commitment to continuous improvement.
Temkin Group’s (Exciting) Plans For CX Day 2018
Customer Experience Matters
AUGUST 30, 2018
Last year, Temkin Group had a great time celebrating CX Day. Temkin Group has labelled 2018 The Year of Humanity for customer experience. Temkin Group will host two free webinars. Anyone who attends the Temkin Group webinars will receive a code for downloading a free copy of the report, Lessons in CX Read More. The post Temkin Group’s (Exciting) Plans For CX Day 2018 appeared first on Customer Experience Matters®.
Properly Track the Results of Your Marketing: Google Analytics Channel Groupings Explained
CallSource Insights
DECEMBER 28, 2018
Understanding how they are grouped is essential to properly tracking your marketing campaigns. Google Analytics classifies website visitors into the Default Channel Groupings which are the most common sources of website visitors to any website.
Axis Group Achieves ServiceMark Accreditation from the Institute of Customer Service
CSM Magazine
OCTOBER 10, 2019
Axis Group has successfully achieved the ServiceMark Accreditation from The Institute of Customer Service following a major initiative to put customer service at the forefront of its businesses within the cleaning, security and reception services sectors.
Taylor Reach Group Working with Major Veterinary Hospital on Telephony Sourcing Project
Taylor Reach Group
DECEMBER 5, 2017
Toronto, ON – December 5, 2017 – The Taylor Reach Group, Inc. said Colin Taylor, CEO and Chief Chaos officer of Taylor Reach Group. About Taylor Reach Group. Taylor Reach Group, Inc., Call Center Consulting Call Center Performance Call Center Technology Call centre consulting Contact Center Technology Customer Experience Management Technology The Taylor Reach Group
How to Build Internal Relationships with Other Groups – Part II
Strikedeck
APRIL 23, 2019
Kim shares her experience on how CS can build strong bonds with the UX and the Marketing teams. Customer Success Customers Onboarding saas value realization
How to Build Internal Relationships with Other Groups – Part I
Strikedeck
APRIL 16, 2019
Kim shares her experience on how CS can build strong bonds with Support, and Product, QA, & Engineering teams. Customer Success Customers Onboarding saas value realization
Temkin Group Publishes 2017 List of Customer Experience Trends
Topdown
JANUARY 23, 2017
The Temkin Group recently released its annual list of customer experience trends and labeled 2017 “ The Year of Purpose.” For reference, Temkin dubbed last year the Year of Emotion and 2015 the Year of Employees. They strongly feel that 2017 will require companies to focus heavily on purpose.
Uplifting Service Book – Group Discussion Guide
Up Your Service
DECEMBER 1, 2015
Uplifting Service Group Discussion Guide. Key questions for each chapter encourage personal reflection and dynamic group discussions. Download the Uplifting Service Group Discussion Guide now.
Uplifting Service Book – Group Discussion Guide
Up Your Service
DECEMBER 1, 2015
Uplifting Service Group Discussion Guide. Key questions for each chapter encourage personal reflection and dynamic group discussions. Download the Uplifting Service Group Discussion Guide now.
Share and share alike: why user groups and collaboration work
Aspect
NOVEMBER 30, 2017
For more information on our user groups visit our Be an Innovator page here. The post Share and share alike: why user groups and collaboration work appeared first on Aspect Blogs.
Embracing Agility at Anthem, Airbnb, and Capital Group
Cyara
APRIL 16, 2018
The panel included CX leaders from three of Cyara’s most innovative customers: Anil Ravula, Staff VP at Anthem , Mitch Glaser, Contact Center Systems Manager at Airbnb , and Mark Remington, VP of Application Services at Capital Group. A couple of weeks ago, we were honored to host our inaugural Cyara Xchange conference up in San Francisco. It was such an energizing event where everyone was sharing best practices and war stories from the CX trenches.
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