GetFeedback

JANUARY 20, 2017

Customer satisfaction data belongs in Service Cloud. Here are the basics of measuring CSAT with Salesforce, from implementation to best practices.

Customer Satisfaction 150

Customer Satisfaction Measurement How To Customers 150

Uniphore

JANUARY 20, 2017

So one of the things that we hear and see frequently is that many organizations tend to have two groups within, both kind of oriented toward "How can we engage customers and get them to self-serve?" There's the digital side that's responsible for the web and mobile app, and then there's the voice side that's responsible for the IVR and the natural language.

Interaction 100

Interaction Groups Customers Engagement 100

Amity

JANUARY 20, 2017

Customer Success is still a relatively young discipline, and as a result, leadership teams are often unsure about where it fits into their organization. Companies that don’t want to miss out on the trend of branding themselves as “customer-centric” might consider repackaging an existing team, like Account Management, as Customer Success.

Customer Success 64

Customer Success Management Fashion System 64

Uniphore

JANUARY 20, 2017

There is no longer any doubt that the clear majority of customers in most developed geographies are strongly leaning towards a preference for self-service and the utilization of digital channels. As a consequence, many organizations are scrambling to deploy a plethora of what are seen to be ‘quick-fix’ digital offerings in a parallel quest to both increase customer satisfaction while simultaneously reducing operational costs.

Self Service 100

Self Service Customer Satisfaction Customers 100

Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Data

iPerceptions

JANUARY 20, 2017

As we start the new year, you are probably looking for new ways to get the best bang for your buck in 2017.

Marketing 70

Marketing 70

LiveChat

JANUARY 20, 2017

The world’s changing faster than ever. When my grandma (born in 1925), wanted to do some fancy shopping, she had to drive 40km to the next big city and then she was shopping for a whole day. She was asking store assistants or other shoppers which product they would recommend and then she was buying it. How do I shop? It takes 10 minutes from a thought that I should do some shopping to the moment I make a purchase.

Self Service 50

Self Service Trends Customer Service Customer Experience 50

Talkdesk

JANUARY 20, 2017

If I named a company and asked what that company made, what would you say? There are a lot of ways to answer the question, but the first thing that comes to mind is probably a product, not the people who buy it. There’s a simpler answer to that question and it works for every company: happy customers. If a company isn’t making satisfied customers , it won’t be making anything for very long.

Customer Service 44

Customer Service Contact Center Customer Voice Customers 44

Nimble

JANUARY 20, 2017

I think it’s safe to say that when it comes to our personal and work life, we’ve all developed some bad habits. Whether it’s skim reading through emails, never taking a work break, inefficient multitasking or even going over the speed limit to get to work quicker, we’ve all developed […].

Poor Customer Service 43

Poor Customer Service Customer Service Customers Customer Focused 43

ForeSee

JANUARY 20, 2017

In its 11th year, our annual client event, Connect: The ForeSee Summit has become a gathering worthy of the very best CX champions across multiple industries who attend. And today we. The post Find out who’s speaking at 2017 Connect: The ForeSee Summit appeared first on ForeSee.

Connections 40

Connections Industry 40

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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

Verint

JANUARY 20, 2017

Managing to Service Level Agreements (SLAs) can be a daunting challenge, mostly because few organizations can view and track service requests and work items from the point of origin all the way through execution.

Meeting 28

Meeting Management Contact Center Analytics 28

Brad Cleveland Blog

JANUARY 20, 2017

Consider a few examples that illustrate the interrelated nature of contact center performance measures: Cost per contact going down may actually be a bad sign. Viewed alone, a dropping cost per contact would seem like a positive indication. However, if … Continue reading → The post Caution: Don’t View Contact Center Performance Measures in Isolation appeared first on Brad Cleveland.

Contact Center 26

Contact Center Measurement Examples Call Center 26

Experience Matters

JANUARY 20, 2017

Can a single bad experience cost a company money? You bet! As a matter of fact, 53% of consumers reported a cut in spending at fast food restaurants and rental car agencies after they’ve had a very bad experience. Those are the highest levels across the 20 industries we examined. At the bottom of this post we’ve […].

Industry 195

Industry Loyalty Report Consumers 195

Brad Cleveland Blog

JANUARY 20, 2017

Consider a few examples that illustrate the interrelated nature of contact center performance measures: Cost per contact going down may actually be a bad sign. Viewed alone, a dropping cost per contact would seem like a positive indication.

Contact Center 20

Contact Center Measurement Examples Call Center 20

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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

Experience Matters

JANUARY 20, 2017

Can a single bad experience cost a company money? You bet! As a matter of fact, 53% of consumers reported a cut in spending at fast food restaurants and rental car agencies after they’ve had a very bad experience. Those are the highest levels across the 20 industries we examined. At the bottom of this post we’ve […].

Industry 195

Industry Loyalty Report Consumers 195

Brad Cleveland Blog

JANUARY 20, 2017

Consider a few examples that illustrate the interrelated nature of contact center performance measures: Cost per contact going down may actually be a bad sign. Viewed alone, a dropping cost per contact would seem like a positive indication.

Contact Center 20

Contact Center Measurement Examples Call Center 20

ShepHyken

JANUARY 20, 2017

This week on our Friends on Friday guest blog post my colleague, Jason Grills, writes about the importance of good customer support and the impact it can have on your business. Customer support agents must understand just how important their roles and responsibilities are to the customer experience. – Shep Hyken. Your customers are the core of your business and, as such, they need to be provided with the best possible customer support when they need it, which is the key factor that can significa

Knowledge Base 73

Knowledge Base Contact Center Software Communication 73

Michelli Experience

JANUARY 20, 2017

Infographics 176

Infographics Customer Experience Customers Gamification 176

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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

dscout People Nerds

JANUARY 20, 2017

The Trump Diaries: Episode 2.

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