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Digital Engagement on the Voice Channel


Jacada is dramatically improving the experience of customer service at contact centers around the world. By providing the option to pivot an inbound call to a digital session, customers are able to bypass long hold times and effectively self-service their inquiry. This digital session is launched in-context, when required, and all without the need to download a mobile app. Read More. Jacada Blog

5 Ways to Improve B2B Customer Engagement Through Omnichannel Tactics

Customer Bliss

Over the years, the B2B (business-to-business) industry hasn’t exactly taken to adopting the latest customer engagement technology as quickly as its B2C (business to consumer) counterparts. With this exposure to omnichannel B2C engagement methods, some B2B customers by comparison are becoming underwhelmed with their customer engagement options in the workplace. Integrations.

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Digital Engagement and First Visit Resolution


The ‘Holy Grail’ of customer service has always been first contact resolution – digital channels offer a new way to achieve this. Read More. Jacada Blog

How to engage millennials for customer insight and marketing

Vision Critical

Brands of all sizes around the globe are trying to engage Millennials and understand what motivates them and drives their attitudes and behaviors. How can marketers best engage with millennials? What are the consumer insight best practices when trying to engage millennials? How do I keep millennials engaged? Where can I get more info about engaging millennials?

7 Steps to Elevate Your Customers' Experience

Learn how to walk through your customer's journey in order to improve their satisfaction and engagement

The Next 5 Strategies for Ramping up Customer Engagement

ICC Decision Services

In our previous post about strategies to ramp up customer engagement , we suggested the following ways to engage customers during the holiday season: Personalize customer experience with mobile technology. Engage customers on a non-tech level. Customer Experience Customer EngagementGamify shopping experience by introducing tools that will interact with shoppers.

Engaged Employees Drive Business Growth

CX Journey

Because when 70% of our workforce is "not engaged" or "actively disengaged," according to Gallup, we cannot expect to have a great customer experience. If your employees aren't engaged, it will be very difficult for them to delight your customers. They're actually a drain on the engaged workforce, and they " undermine what their engaged coworkers accomplish. " Barely.

The Relationship Between Customer Engagement, Loyalty And Revenue


Marketers know that finding ways to increase customer engagement is good for the bottom line. Customer engagement is highly correlated to customer loyalty ,” says Aimee Lucas , Customer Experience Transformist and VP at the Temkin Group , a customer experience research and consulting firm. Building customer engagement & advocacy throughout the customer lifecycle. Discovery.

Key Factors to Improving Employee Engagement in Field Service


Employee engagement is probably one of the largest challenges facing field service companies currently. Despite the latest excitement regarding worker engagement, few businesses understand the impact or the way it may drive company outcomes. Why is employee engagement so important for field service companies? How to Implement Employee Engagement Strategies. 55.4%

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity

Social Customer Engagement Requires Agility


Customer Satisfaction Customer Service Customer Experience Social Media customer engagement optimization Knowledge Management digital Engagement Management digital disruption case management customer engagement social media monitoring social engagementBusiness agility has been described as the ability for organizations to sense , prioritize and act.

5 Ways to Engage and Understand At-Risk Customers


The post 5 Ways to Engage and Understand At-Risk Customers appeared first on Customer Experience Consulting. Customer Engagement Customer Experience Featured customer retention exit strategy feedback loyalty strategyMost organizations used to lump customers into 2 simple categories: New customers and “the rest of them.” And what about “the rest of them?”

Engagement: Isn’t Customer Satisfaction Enough?


take just a minute and think about a product or service that you are engaged with. By engaged I mean… more than loyal… you would buy this product, shop at this store even if it was inconvenient, more expensive, etc. Personally, there is a grocery store chain in Utah that I am engaged with. They know my. View Article

Employee Engagement Primer (Infographic)

Experience Matters

One of Temkin Group’s four CX core competencies is Employee Engagement. That’s why Temkin Group put together an Employee Engagement Resource Page and developed this infographic. CCXP1 Customer-Centric Culture Customer experience Employee Engagement InfographicYou can download the infographic (or poster) below. I hope you enjoy it. Here are links to download versions of the infographic: Poster (18′ x 24″) in.pdf file or in.jpg file Infographic […].

Employee Engagement: Why You Need It, and How to Increase It

ICC Decision Services

Brand Experience Customer Service Customer Engagement Employee Satisfaction Employee EngagementAmong the world’s leading brands, a top-down commitment to building and maintaining a customer-centric culture is priority one. But equally important is keeping an ear to the ground. When was the last time you asked your employees for feedback? How cost effective it is.

Increasing member engagement: 4 effective strategies for online community growth

Vision Critical

To get the most business value out of your online communities, you must work to keep members engaged. Member and customer engagement was a hot topic at our Customer Intelligence Summit in Chicago this year. Schmied said that having a plan and executing it helps drive engagement among the university’s alumni insight community, the Buckeye Room. Engagement, not entertainment.

8 Tips To Improve Customer Engagement in 2016

A recent study by Gallup shows that only 29% of customers are fully engaged. We share a few tips below that can help boost your customer engagement and create a culture of loyal, happy customers. Place a focus on employee engagement. Of those surveyed, 71% rank employee engagement as very importan t to achieving overall organizational success. Why aren’t they happy?

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Customer Experience and Employee Engagement Q&A | Video #1

Michel Falcon Experience

The post Customer Experience and Employee Engagement Q&A | Video #1 appeared first on Michel Falcon. Customer Experience employee engagementI’ve started to record videos answering questions that I receive via Twitter, email or via my website. If you would like me to answer your questions, please leave a question directly below this video or tweet me. Michel.

Employee Engagement Insights to Inspire

Think Customers

As more employees take on multiple responsibilities with little to no pay increases and no growth paths in place, it therefore should be no surprise that employee engagement is at an all-time low. Customer Engagement Employee Engagement disneyinstitute employeeengagement employeeengagementblogs employeeperformance engagedemployees flaviomartins jeannebliss lioraurssyThere’s more… To read the rest of this blog posting click here or visit

Engagement Currency: Do You Really Know Why Your Employees Work?

Kate Nasser

Leaders, build relationship engagement currency. Secret to engagement fr The People Skills Coach™. The post Engagement Currency: Do You Really Know Why Your Employees Work? Find out with these questions why your employees work. appeared first on

Engaged Employees Equal Happy Customers

Think Customers

Customer Engagement Customer Strategy Employee Engagement donpeppers employeeengagement hallmarkbusinessconnections ritzcarltonleadershipToday's businesses find that happy employees are productive employees. All that happiness and productivity leads to satisfied customers too. There’s more… To read the rest of this blog posting click here or visit

Six Rules for Smart Simplicity and Employee Engagement

CX Journey

Is this the secret to employee engagement? I recently came across a TED Talk by Yves Morieux of Boston Consulting Group (BCG) and wondered if within it lies not only the answer to employee disengagement but perhaps the solution to helping companies do their part in the engagement equation. These rules really present an interesting approach to employee engagement. and Europe.

Gartner Recognizes NICE as a Leader in Magic Quadrant for Workforce Engagement Management


NICE positioned as a Leader and is positioned highest in Ability to Execute and furthest in Completeness of Vision due to significant growth, large market share, and innovation leadership in product development highlights the enterprise as paving the way in the Workforce Engagement Management category. Contact Center Management Customer Experience Workforce Optimization

Be Part of the 2017 Engage Global Customer Awards


Have you or someone within your organization used Verint software—including Contact Solutions, Telligent, Adtech and OpinionLab—to optimize customer engagement? If so, then be sure to submit a nomination for the 2017 Engage Global Customer Awards!

3 Keys to Building Customer Engagement – Connect, Automate, Iterate


According to Gartner’s report, Bridge Silos of Customer Engagement, or Risk Killing Your customer Experience , “Customer engagement is frequently delivered in silos, even though this is a known, significant customer experience issue. Founded by practical contact center professionals, SpiceCSM was built to simplify overly complex processes inherent in customer engagement.

How to engage your Millennial workforce—according to one opinionated Millennial

Vision Critical

How will you keep us engaged? When members of my generation feel valued, appreciated and secure, we respond with loyalty—and it’s loyal employees who are happiest, most engaged and work harder. Bonus tip: Engage with your Millennial employees on an ongoing basis. Don’t rely on stereotypes about Millennials to engage your growing workforce. Put work-life balance first.

Employee Engagement Shaping Call Centers

Customer Interactions

Employee engagement is a top-of-mind concern for many organizations, and improving it should be on your to-do list. Employee engagement has been proven to add tremendous value to organizations, and ongoing developments are pushing its benefits further than ever before Contact centers that are always on the lookout for new tools and resources can hold a powerful competitive advantage. Preparing for the New Year is a great opportunity to join their ranks and explore industry trends.

3 Customer Engagement Trends to Watch in 2017


Innovative contact centers are leveraging the seamless integration offered by cloud technologies to engage with customers across any channel, with no gaps in connectivity, agent knowledge or service quality. The post 3 Customer Engagement Trends to Watch in 2017 appeared first on Calabrio. Here are three key trends to watch: 1. CMOs will spend more on tech than CIOs. Start here.

Engage Your Audience with a Story

CX Journey

Image courtesy of Bazzerio Are you telling stories to engage your audience? The storyteller engages the audience. Over the weekend, I took my kids and my parents to the California Science Center in Los Angeles to see Pompeii: The Exhibition. Walking through the exhibit, you see that each artifact has a placard on/near it with details about what the item is. Why do I bring this up?

Build a Customer Room and Engage the Company

Customer Bliss

Four ways you engage leaders and the organization in the Customer Room: 1. The outcome of the growth or loss of your customers and their few key behavioral actions showing growth or diminishment of engagement and bond. The post Build a Customer Room and Engage the Company appeared first on Customer Bliss. Connect to ROI – “Did We Earn the Right to Customer Growth?”.

Employee Engagement Shows on Bottom Line


Market Basket and the struggles they recently encountered highlighted the importance of workplace dynamics, specifically employee engagement.The short of it is that a new CEO took over at Market Basket and planned to cut employee profit-sharing in order to increase … Continue reading → Employee Experience

How Video Content Engages Customers More Effectively

Joe Rawlinson

Whether you’re a small business or a big business, there’s a simple solution to engaging and retaining your customers more effectively — video. When it comes to video marketing, both conversion and engagement rates for this type of content are much higher than other forms of media, such as text or images. Think about how you could use video to better engage your customers.

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Case Studies in Smart Customer Engagement


However, there is some finesse required to engage with customers in this era of full inboxes and time-starved days. True engagement requires a dialogue between customer and company. Several companies are getting it right when it comes to engaging with customers. This is the very beginning of the effort to engage with customers and create an emotional connection. This is a company that has built trust into its story so thoroughly that customers are not only willing to engage and share their data, but they include the company as part of their identity.

Customer Engagement LIVE! Executive Summary


Verint’s contribution to this theme was an interactive general session called “Customer Engagement LIVE!” Verint recently took part in the Customer Response Summit in Las Vegas, a forum for customer experience and customer service executives. One of the primary themes of the conference was “Leaders Learning from Leaders.”.

4 Ways to Improve Employee Engagement


At Welk Resorts, for example, every team member receives a seven-step “INSPIRED Engagement” card as part of their training. The post 4 Ways to Improve Employee Engagement appeared first on Clarabridge. Customer Experience customer experience employee employee empowerment employee engagement engageLeaders need to show it’s a priority for the entire organization.

What is Workforce Engagement Management?


The workplace environment influences the level of engagement employees subscribe to. If the atmosphere or tools are frustrating or not helpful, the employee level of engagement is at risk of being substandard. Workforce Engagement Management. After all, you wouldn’t tell your employees that you were going to “optimize” them, rather, you engage them. Time management.

Are You Enthusiastic About Your Work? Creating Your Own Engagement Strategy

Who's Your Gladys?

Are your leaders measuring and reinforcing an engagement strategy? Customer Service Engagement Marilyn Suttle Customer Service Articles Customer Service Trainers employee engagement advice Are coworkers treating each other with as much respect as they’re expected to treat customers? You might be thinking, “Some do. Some don’t. So what? We aren’t living in a fairy tale!”.

Engage More Customers & Broaden Reach Through Multi-Mode Design


Today’s technologies free businesses to collect feedback from their customers in whatever way the customer wants to engage. Multi-Mode – this term used to bring up images of many different workflows that generally required a lot of work to aggregate and analyze…but not anymore! It’s time to re-think Multi-Mode. One of the most common Multi-Mode. View Article

Where Insight Meets Engagement

Think Customers

But, for Mountain American Credit Union (MACU), Bronze winner in the Innovation in Customer Insight category of the 2015 Gartner and 1to1 Media Customer Experience Excellence Awards, collecting both solicited and unsolicited feedback has become central to advancing customer and employee engagement.