GetFeedback

APRIL 26, 2016

There are two main ways to approach managing multiple surveys within Salesforce, and we’ll look at specific use cases that illustrate each one.

Survey 150

Survey Management How To 150

Customer Bliss

APRIL 26, 2016

Episode Overview. In this episode, I speak with Margie Dillon, the EVP and Chief Customer Officer for Liberty Mutual , about her unusual path from Chief Financial Officer to Chief Customer Officer. We discussed her very deliberate path to engage the C-Suite and the specific actions that did and did not work. And she shared her “tipping point” where leaders began to personally engage, and how she used that commitment to build a 130-person company-wide cross functional team.

Chief Customer Officer 127

Chief Customer Officer Engagement Net Promoter Score Insurance 127

Calabrio

APRIL 26, 2016

Springtime is traditionally a time of renewal, refreshment and rebirth. We think about spring cleaning our homes, offices, cars and anywhere else we have spent a lot of time during the long and often gloomy winter days. And now that spring has sprung we see flowers in bloom, hear birds singing once again, and look forward to spending time learning about our new contact center software and solutions.

Contact Center 140

Contact Center Contact Center Software First Call Resolution Call Center 140

NICE inContact

APRIL 26, 2016

Setting goals can be challenging at any level of the organization. Contact center professionals are asked to balance costs with quality, service and the increasing demand across new channels. While each contact center’s goals vary depending on factors like size, location, line of business, or present technology, these goal setting principles can work across many different situations.

Management 122

Management Contact Center Metrics Measurement 122

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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

Customers

CX Journey

APRIL 26, 2016

Image courtesy of GMC Software Have you gone through some journey mapping exercises, only to find that the maps don't deliver what they experts said they would? Have your maps failed you? What happened? Did you pick a scenario, put some paper on the wall, distribute Post-It Notes, and tell people to start writing down the steps to for said scenario?

Customer Journeys 91

Customer Journeys Exercises Customer Experience Professionals Software 91

Topdown

APRIL 26, 2016

Cloud-based software and software-as-a-service (SaaS) solutions appeal to many enterprises. Most companies are either looking for software they can access through a web browser and/or they want to subscribe to or “rent” their software for a monthly fee. How an organization pays for its software is often a function of their CFO’s preference — for example, to capitalize the purchase of software for EBITDA reasons, or treat it as a monthly operating expense for cash flow reasons.

Software 55

Software Examples Management Company 55

iPerceptions

APRIL 26, 2016

Today, companies are in the customer experience business. It's no longer enough to compete on products and services, but it's also about delivering seamless and superior experiences that separates laggards from leaders. With consumers now having endless choices, only the brands that have a stand out experience will hit one out of the park.

Consumers 55

Consumers Brands Customer Experience Company 55

Michelli Experience

APRIL 26, 2016

Consulting 109

Consulting Employee Engagement Customer Experience Design Customer Centricity 109

Natalie Petouhof

APRIL 26, 2016

Tweet Having worked for GM years ago and lived in Detroit, the motor capital, it was really interesting to see how GM is using social media to listen and engage customers – in marketing as well as customer service. This new case study shows the depth and strength of how GM is taking advantage of what social media can provide to the business. What’s interesting – and if you follow me, you know I am an ROI gal – is that GM was able to trace their social interactions to actu

Social Media 50

Social Media Self Service Engagement ROI 50

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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.

Communication

CSM Magazine

APRIL 26, 2016

In my experience, customer experience is increasingly proving to be a key differentiator; and if your customer experience is subpar, so will your sales numbers. Successful customer experiences are scalable and can be managed consistently across multiple channels. Your customers’ experience must be unique. And, for it to be successful, it needs to be clearly defined so that each one of your employees understands how to deliver the experience you want to create for your customers.

Tips 48

Tips Customer Experience Policies Measurement 48

Eptica

APRIL 26, 2016

Date: Wednesday, April 27, 2016 Comparing the customer experience in the UK and France. Published on: April 27, 2016. Author: Olivier Njamfa We live in a rapidly globalizing world. Driven by the rise of the internet and improved communications, individuals are increasingly happy to look beyond their own country when it comes to buying goods and services.

Self Service 48

Self Service Customer Experience Social Media Knowledge Base 48

Provide Support

APRIL 26, 2016

How to inspire your customer service team. There’s a way to do it better – find it. Thomas A. Edison. According to Gallup survey 70% of American workers do not reach their full potential and get stuck at work. In most cases they are emotionally disconnected from their companies and feel they are not heard and noticed. Very often employees invest their time and money in professional development to better fit their positions.

Customer Service 43

Customer Service Tips Customers Survey 43

Talkdesk

APRIL 26, 2016

Welcome to the second installment of our new roundup series. Each week, we will be collecting tips, tricks and insights on the customer experience with the hope that some of what we find helps our readers to further their CX goals. In case you and your colleagues have been living under a rock, here’s a short definition: ( Customer experience is the sum of all the interactions customers have with your company.

Customer Experience 40

Customer Experience Conference Comparison Omni-Channel 40

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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,

Tips

ForeSee

APRIL 26, 2016

The 2016 ForeSee Summit next month will be my tenth and being part of the team that puts this event together is the highlight of my ForeSee career. We don’t. The post How to get the most out of ForeSee Summit 2016 appeared first on ForeSee.

How To 40

How To 40

Daniel Group

APRIL 26, 2016

If your business has weaknesses which are hard to change, don’t try to wish them away. Instead, use them to clarify and fuel your game plan for success. Some of your weaknesses may have the potential to be used as. Read More. The post How “Underdogs” Can Use Weaknesses to Win appeared first on The Daniel Group.

Groups 40

Groups Strategy 40

Brad Cleveland Blog

APRIL 26, 2016

Rewind the clock about ten years, and you’d find top level managers in many organizations, along with most industry pundits, predicting that front line managers (a.k.a. supervisors) would become less important in contact centers, and that their numbers would begin … Continue reading → The post The Essential Role of Today’s Front Line Managers appeared first on Brad Cleveland.

Management 26

Management Contact Center Industry Call Center 26

Helen Dewdney

APRIL 26, 2016

Tesco’s clubcard as it currently runs is probably the best loyalty programme out there and if Tesco wants to remain that way it needs to ensure that it stays the leader in the field and not go backwards and lessen the offer as Sainsbury’s has. So what has it done? The site says: “In the coming months, we’ll be doing more to help you get the most out of the scheme, such as double points events to help grow your points balance faster and improving our Boost Partners offer, where you can already g

Loyalty 47

Loyalty Examples Company Customers 47

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

Retail

Brad Cleveland Blog

APRIL 26, 2016

Rewind the clock about ten years, and you’d find top level managers in many organizations, along with most industry pundits, predicting that front line managers (a.k.a. supervisors) would become less important in contact centers, and that their numbers would begin to dwindle.

Management 20

Management Contact Center Industry Call Center 20

Brad Cleveland Blog

APRIL 26, 2016

Rewind the clock about ten years, and you’d find top level managers in many organizations, along with most industry pundits, predicting that front line managers (a.k.a. supervisors) would become less important in contact centers, and that their numbers would begin to dwindle.

Management 20

Management Contact Center Industry Call Center 20