Kayako

APRIL 6, 2017

In UserVoice’s survey of Product Managers , it was found that customer support is involved in product development only 58% of the time. By adding our product team as Collaborators, they can view conversations, add notes and grow closer to customers. Almost every department will touch a new feature before support is involved.

Feedback 257

Feedback Metrics Management Meeting 257

Customer Bliss

APRIL 4, 2017

This conversation is about that journey, her calling to serve, and more. Surveys are part of the game, but the people who interact 1-on-1 with customers all day need to have a voice. About Sonya. Sonya Lacore has proudly served Southwest Airlines for 15 years, Sonya began her career as a flight attendant.

Airlines 204

Airlines Hospitality Leadership Connections 204

ReviewTrackers

APRIL 4, 2017

According to “The Future Tech Workforce: Breaking Gender Barriers” an ISACA Global Survey Report , respondents listed the top five barriers experienced by women in tech as: Lack of mentors (48 percent). Join us in this important conversation and share that you #StandForEqualPay alongside us. In the U.S.,

Survey 31

Survey Report Company 31

Amity

APRIL 3, 2017

There is a lot of information already available on how to conduct a great NPS survey, so I won’t go into it in too much detail here. Upsells / Cross Sells /Renewals: I am constantly hearing and involved in conversations around who owns what in this category (Sales vs CSMs). NPS: Also known as net promoter score. Analyze it.

Measurement 70

Measurement Effort Score Case Study Net Promoter Score 70

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When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts?

Self Service

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While surveys have formed the backbone of CX efforts for decades, they only account for a small percentage of all customer feedback data available to businesses today. In the age of the omnichannel customer, businesses that over-rely on surveys to fuel modern CX programs are getting left behind.

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If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

Contact Center