Lumoa

JANUARY 19, 2023

Having the right people in your customer experience team not only strengthens your relationship with your customers but also encourages them to become repeat customers of the brand. This means they will voluntarily advocate for your brand and promote your business by word of mouth. Identify the Company’s Goals 2.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

NICE inContact

OCTOBER 30, 2019

Your contact center agents feel the same way when it comes to your quality management process. In the contact center, quality management is often viewed as big brother or a necessary evil. In this webinar, we will discuss tips and tricks to engaging your agents in your quality management program.

Engagement 120

Engagement Management Contact Center Telecommunications 120

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. Optimization helps reduce unnecessary expenses while maintaining service quality. Table of Contents What is Call Center Optimization?

Call Center 105

Call Center Tools Contact Center Net Promoter Score 105

Call Experts

APRIL 8, 2024

In this comprehensive blog post, we’ll take you on a journey through the world of call center agents, exploring the key performance metrics and the qualities that define a top-notch call center agent. Continue below to discover the call center KPIs that are commonly measured to ensure consistent quality.

Call Center 52

Call Center Net Promoter Score NPS Average Handle Time 52

BirdEye

DECEMBER 8, 2023

We live in a world where one tweet, review, or post can tip the scales for your brand. So, it’s pretty clear that corporate reputation management (CRM) isn’t just about following trends. It’s the heartbeat of your brand, silently yet powerfully shaping how people perceive your business.

Strategy 116

Strategy Management Social Media Brands 116

BirdEye

NOVEMBER 28, 2023

It has become a go-to resource for those seeking quality assistance as it offers a platform where users can find, evaluate, and hire services for home improvement projects. How can service providers manage negative HomeAdvisor reviews? Table of contents What is HomeAdvisor? How do HomeAdvisor reviews work? Watch the Free Demo Now.

Feedback 59

Feedback Consumers System Ecommerce 59

NICE inContact

JUNE 17, 2019

Now think about service over your digital channels. Would you want those customer experiences factoring into your NPS? If the answer is “no” or “I don’t know,” it might mean you’re among the vast majority not evaluating these channels as part of your quality program. And it only gets worse from here!

Analytics 136

Analytics Customer Experience Management Contact Center 136

NICE inContact

JUNE 17, 2019

Now think about service over your digital channels. Would you want those customer experiences factoring into your NPS? If the answer is “no” or “I don’t know,” it might mean you’re among the vast majority not evaluating these channels as part of your quality program. And it only gets worse from here!

Analytics 136

Analytics Customer Experience Management Contact Center 136

BirdEye

OCTOBER 6, 2023

Your business’s online reputation management is your bread and butter. Your brand reputation management should be your #1 marketing priority. This constant threat to your brand’s name is known as reputational risk. What are the factors that damage your reputation? It’s a need.

Strategy 59

Strategy Social Media Airlines Software 59

Totango

JULY 28, 2021

Following best practices for hiring a customer success manager can make a critical difference in the quality of your customer relationships. Customer success managers serve as the face of your company in dealing with clients, playing a key role in ensuring satisfying experiences of your brand.

Customer Success 118

Customer Success Management Guidelines Customers 118

NICE inContact

JUNE 20, 2019

Traditionally quality management in the contact center has been focused on evaluating agent-assisted interactions — mainly phone. Incorporating evaluations on online assistants/chatbots and IVR into your quality management program could be the best and easiest place to start bridging this gap.

Chatbots 175

Chatbots Contact Center Self Service Social Media 175

Ann Michaels and Associates

NOVEMBER 1, 2023

Mystery shopping and overt operational audits are two different approaches used by businesses to assess and improve their operations, especially in the context of customer service and retail environments. We discussed Brand Audits in a previous blog, which is another type of overt audit.

Policies 52

Policies Retail Guidelines Insurance 52

BirdEye

SEPTEMBER 11, 2023

This is the only blog you need to read to know how AI-driven customer feedback insights can increase the reputation of your business. Imagine you own a small restaurant and encourage your customers to leave reviews on your Google Business Profile or social media pages. This is where AI helps. Watch the Free Demo Now.

Feedback 108

Feedback Strategy Social Media Analysis 108

BirdEye

DECEMBER 5, 2023

That’s why mastering business reputation management (BRM) is not just a smart move – it’s a requisite for your company’s success. Remember, in today’s tech-savvy world, just one review can make or break your business. In this blog, we will explore the world of reputation management for businesses.

Brands 110

Brands Management Social Media Analytics 110

ShepHyken

DECEMBER 13, 2019

Know your limits. The stance your business takes on CX will determine how you approach vendor selection. This awareness is highly valuable because it informs your choice of projects; do you need to implement a program designed to prove the case for CX, or should it be a magic fix to a pressing problem? Map out your journey.

Competitive Advantage 101

Competitive Advantage Case Study Communication Insurance 101

Beyond Philosophy

SEPTEMBER 21, 2023

Catherine, one of our podcast listeners, wants to know how to establish her organization’s reputation for having low prices without the companion reputation for having cheap and low-quality products. The fundamental problem for many businesses is wanting a reputation for low prices and high quality. It is possible, though.

Conference 88

Conference Strategy Examples Communication 88

CSM Magazine

MARCH 31, 2023

As a manufacturing business owner, you understand that staying competitive and creating efficiencies with your processes is critical for success. In this blog post, we explain six actionable approaches to streamlining your manufacturing process – from eliminating redundancies to adopting automation strategies. Let’s dive in!

Analytics 52

Analytics Training Resources System 52

Call Experts

OCTOBER 19, 2023

In this comprehensive blog post, we’ll take you on a journey through the world of call center agents, exploring the key performance metrics and the qualities that define a top-notch call center agent. Continue below to discover the call center KPIs that are commonly measured to ensure consistent quality.

Call Center 59

Call Center Net Promoter Score NPS Average Handle Time 59

AWS Machine Learning

JANUARY 26, 2024

Many customers are looking for guidance on how to manage security, privacy, and compliance as they develop generative AI applications. This post provides three guided steps to architect risk management strategies while developing generative AI applications using LLMs.

Government 120

Government Training Data Policies 120

Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. Here we’ve identified the 13 most essential qualities to consider when hiring a CS manager. What Is a Customer Success Manager (CSM)? What Is a Customer Success Manager (CSM)?

Customer Success 90

Customer Success Management Exercises Social Media 90

BirdEye

MARCH 27, 2024

They accurately depict your brand’s reach and impact on the platform, helping you tweak your strategy as needed. This blog post will discuss what impressions mean on Twitter, why they matter to businesses, how to calculate them, and strategies to skyrocket your brand with higher impressions. Twitter ads manager 4.

Engagement 64

Engagement Social Media Analytics Metrics 64

NICE inContact

NOVEMBER 6, 2018

Contact center management is hard. You manage employees in an industry that has one of the highest turnover rates out there. Your need insights and analytics that empower you to make the right decisions. In order to be able to make any educated decisions, remember the old saying: you cannot manage what you cannot measure.

Contact Center 122

Contact Center Tips Management Gamification 122

Lumoa

FEBRUARY 6, 2018

What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018? Lynn Hunsaker, CEO and Head Customer Experience Consultant at ClearAction @ clearaction | blog “Customers’ discernment of providers’ motives will continue to sharpen in the future. How to overcome those challenges?

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

Retently

FEBRUARY 9, 2024

What questions do you include to not only garner responses but also drive your business forward? These invaluable insights can steer the course of your products/services to align closely with what truly matters to your customers. In doing so, you’ll elevate the quality of your offerings and foster brand loyalty in the long run.

Feedback 113

Feedback Net Promoter Score Effort Score Customer Satisfaction 113

Magellan Solutions

AUGUST 23, 2023

It enables advertisers to assess customer feedback. With Simplified, marketers can do the following while maintaining consistency: Create blog posts Social media captions Product descriptions 2. Choose tools with user-friendly interfaces for your current marketing network. It ensures the user experience is seamless.

Tools 98

Tools Marketing Social Media Advertising 98

Integrity Solutions

MARCH 18, 2021

As a sales manager, it’s pretty frustrating when you spend a significant amount of time and energy coaching and developing someone only to discover in the end that, well, it’s not you, it’s them. In some cases, it’s not about the salesperson’s knowledge and skills or even their passion for your products or services.

Sales 130

Sales Strategy Effort Score Tips 130

QuestionPro Audience

JULY 21, 2022

Multiple platforms exist to serve as a vehicle for sharing ideas and thoughts as well as images and videos of high quality for building and strengthening relationships. Forums, instant voting, consumer blogs and bulletin boards are some of the interactive elements that researchers will use to spark a conversation.

Data 195

Data How To Advertising Study 195

Win the Customer

SEPTEMBER 7, 2023

In this blog post, we’ll explore how the McKinsey Matrix can be applied to optimize customer interactions and drive sustainable growth. This includes factors like product quality, brand reputation, and customer service. Surprisingly, this matrix can be adapted to enhance customer experience strategies.

Customer Experience 59

Customer Experience Return on Investment Competitive Advantage Analysis 59

BirdEye

APRIL 20, 2023

Local lead generation is a great way to reach potential customers in your area and increase your revenue. In this blog, we’ll show you the best strategies for generating local leads that will help you get more revenue from your business. But how can you generate local leads?

Social Media 98

Social Media Multi-Channel Metrics Effort Score 98

SurveySparrow

DECEMBER 26, 2022

If you manage a team of employees, it’s important to have a way to fairly and accurately assess their performance. In this blog post, we’ll give you everything you need to know about behaviorally anchored rating scales: . For this reason, managers need to choose behavior that is specific to each role.

Analysis 52

Analysis Tools Measurement Training 52

Lithium

NOVEMBER 7, 2023

Some blog areas are limited to Khoros customers only. If you have any additional questions for our product managers, please leave a comment on this blog and we'll be sure to get your questions answered. This distinction enables your team to optimize strategy, budget allocation, and performance assessment.

Knowledge Base 52

Knowledge Base Metrics Video Government 52

SurveySparrow

JUNE 1, 2023

Hence, we will explore the relevance, types, applications, benefits, and drawbacks of multi-rater feedback in this blog. Traditionally, feedback was solely obtained from supervisors or managers. Thus, customer pulse surveys provide valuable insights into product or service quality and customer loyalty.

Feedback 52

Feedback Leadership Survey Employee Engagement 52

2020 Research

MARCH 23, 2023

In this article: Quality Considerations for Clinical Research Pre-Market Approval (PMA) Criteria Drug Abuse Liability Cannabis Consumers Consume More Than Just Cannabis Comprehensive Cannabis Data Collection 1. To prepare for this type of review, the FDA issued its guidance, “ Assessment of Abuse Potential of Drugs.”

Marketing 98

Marketing Guidelines Government Consumers 98

COPC

JUNE 9, 2023

This blog article discusses the importance of employing multiple types of AI, implementing effective controls and guardrails, and adapting specific roles within the CX organization. By embracing these strategies, your business can maximize the benefits of AI and thrive in the rapidly evolving CX landscape. Nexcom A/S and COPC Inc.

Industry 114

Industry Customer Experience Analytics Training 114

NobelBiz

MARCH 5, 2024

As a call center stakeholder—be it an owner, manager, or supervisor—the task of harnessing call center reporting to pinpoint areas for improvement, optimize agent performance, and ultimately enhance customer satisfaction can seem daunting. and “Do you have the right people and technology in the right places?”

Call Center 59

Call Center Report Contact Center Net Promoter Score 59

NobelBiz

APRIL 2, 2024

They serve as centralized hubs for managing multichannel interactions, voice calls, emails, chats, social media, and more. Feature Set Offer a comprehensive suite of advanced features, including omnichannel routing, advanced IVR systems, workforce management tools, CRM integration, reporting, and analytics capabilities.

Contact Center 106

Contact Center Self Service Omni-Channel CRM 106

SurveySensum

OCTOBER 19, 2023

Your new phone, with great features, a sleek look, and a high-quality camera, didn’t sell well after the launch. Users reported dissatisfaction with the camera quality. Regained your reputation as an innovative and customer-centric brand. So, let’s start this blog by understanding what is a product survey.

Survey 52

Survey Comparison Feedback Tips 52