17 tools to help you write the perfect email to just about anyone
SEPTEMBER 15, 2015
If writing emails gives you anxiety, then try these tools and resources for fit. Tools That Tell You Who Your Audience Is. This tool also keeps stats of how often you are using each snippet, which can be helpful for support teams to know how often they answer the same question. Okay, fine, these aren’t really tools. I’m talking about Crystal. More on this later.).
The Top 14 Tools for Running A Successful Support Team
JANUARY 28, 2016
There are loads of tools out there that can help you do your job more easily and make the customer experience even better. Here are 14 tools that my team and I use every day to help our customers, without (almost) ever breaking a sweat! Communication tools. Here are a selection of tools that will help support teams collaborate with ease: 1. Reporting and training tools.
5 Helpful Contact Center Tools for Managers
APRIL 13, 2016
A mechanic would have a tough time trying to perform even basic maintenance on a vehicle without a good set of tools. It may be possible to change an oil or air filter without tools, but how about changing a flat tire or replacing the alternator? Here are five helpful tools that can solve common contact center issues and provide a better service. This tool allows managers to search for specific key words, terms or phrases, then create a report showing the trends in your contact center. Good luck loosening a single lug nut with your bare hand.
7 Tools for Server Management
MAY 2, 2016
Fortunately, there are a lot of server management tools that you can utilize to keep your server efficient and reliable. Here are some of the tools you can use to help you manage your virtual and physical servers. The tool gives you a syntax to manage your role capabilities, as well as visibility on how these map on your session configurations. Microsoft Azure Stack. UpGuard.
A Secret Tool Used By Elite Bloggers to Grow An Audience
DECEMBER 17, 2015
The post A Secret Tool Used By Elite Bloggers to Grow An Audience appeared first on Promoter.io Have you ever started a blog, been really dedicated to it for a few months, then give up when it didn’t seem to have any traction? Nobody was reading it and you poured hours and hours into it. It’s easy to feel like what’s the point of it. And what are elite bloggers doing that […].
Your Most Important #CX Training Tool
AUGUST 1, 2014
Can you name one of the most powerful and most important customer experience training tools available to your organization? The most powerful training tool, the one that''s going to help your employees deliver a great customer experience, is a customer journey map. In addition to training, journey maps are also useful orientation tools. Are you surprised? Don''t be.
Tools to Support Your Growing Customer Base
MAY 4, 2016
SaaS Tattler Issue 83 - Tools to Support Your Growing Customer Base. There are numerous tools available that work with your budget while still helping to optimize the efficiency of your workflow. With all that being said, we’ve dedicated this issue of the SaaS Tattler to helping CSMs find amazing tools to support their growing customer base. ” Well, look no further.
3 Tricks (and 1 Treat) for Choosing Text Analytics Tools
OCTOBER 30, 2015
Just like your neighbor who gives out full-sized candy bars, this Halloween we’re giving out the good stuff: three solid tricks for picking out the right text analytics tools (plus an extra treat, because you look so cute in your costume). Natural language processing (NLP) is the technical witchcraft at the heart of all great text analytics tools. Scared of unread customer feedback?
Using Customer Journey Maps as a Strategic CX Tool
Peppers and Rodgers
AUGUST 4, 2016
Customer centricity is an elusive goal. Most companies want to be more customer centric, but enacting the vision is a challenge. There are a number of things a business can do to become truly customer centric. First and foremost, it needs to decide to become a Customer Experience Brand - that is to see the customer experience as central to differentiating and creating competitive advantage.
Music: A Marketing Tool
FEBRUARY 2, 2015
Title: The post Music: A Marketing Tool appeared first on Beyond Philosophy. Music has a unique effect on our brain, especially concerning memory. Apple brilliantly capitalizes on all of them in its holiday ad. When it comes to branding there might be no better way than using music to help a Customer remember your brand promise. So Why is Music So Emotionally Charged for Us? Just wow.
Free Tools that Will Get Your Small Business or Startup Going
MAY 13, 2016
A lot of guides and articles aimed at small businesses often suggest getting tools that are simply too expensive. Even if it is the best thing in the universe, most small businesses will need a less-costly alternative and will often look to free tools. What’s the best part about these free tools? Description: A set of tools useful in every small business and team.
6 Tools to Create a Clear Line of Sight to Customers
SEPTEMBER 4, 2014
know how they contribute to the customer experience know what it means to deliver a great customer experience, and they have the tools and training - and are empowered - to do so Attempting to improve the employee experience, transform the culture, and delight your customers without the entire organization, from the CEO down to the frontline, in alignment with the goal(s), is impossible.
A Tool For Positive Change: Five Tips for Building a Customer Journey Map
FEBRUARY 7, 2017
Building a great journey map is not easy. In our experience, the best approach is to make the initial investment in a holistic map and its supporting customer data, and then drill down to solve transactional issues in the next phase.
Removing the Barriers: The inContact Connector for Skype™ for Business
AUGUST 4, 2016
Today, many enterprises – large or small – are standardizing on a unified communications tool that is rolled out to all their employees. Do you sometimes have the impression that your contact center is an “island” in the sea of your company? If your answer to one or more of these questions is yes, then read on. Instant access to experts anywhere in the enterprise. Interested?
CRM, The Most Important Tool For Customer Success in the Cloud
Win the Customer
MARCH 30, 2015
Successful businesses have learned to master making customers successful. Throughout my career, I’ve watched customers set goals, and then watched as they either reached or fell short of them. When you work as closely with your customers as I have, you can’t help but feel these successes and failures as much as they do. The […]. Call Center Customer Experience Customer Service Technology
How ForeSee’s Feedback Tool Gives Argos Advantages Across The Business
JULY 27, 2016
The post How ForeSee’s Feedback Tool Gives Argos Advantages Across The Business appeared first on ForeSee. Argos is no slouch when it comes to digital retail, with over 900 million annual website visits and an enviable reputation that makes it among the top retailers in the. Case Stories ForeSee Solutions Argos Case Studies Feedback
Speech Analytics: Changing the Game for Contact Center Technology
JUNE 30, 2016
Best Practices Contact Center Management Customer Experience General Trends & Insights Using the inContact Platform CEU Contact Center Management Tools inContact Speech Analytics Keywords Phrases Quality Assurance Quality Monitoring ROI Speech AnalyticsIn the past, organizations have relied on humans (i.e., You Still Need Analysts. Organizational Inertia.
4 Essential Tools for Remote Workplace Productivity
Win the Customer
JUNE 15, 2015
Remote workplaces need the right social support systems for telecommuting employees and the correct set of productivity tools to ensure task efficiency and employee engagement. If you’ve been online enough, you’ve probably seen offers of work from home opportunities featuring beautiful looking people working on a laptop from the beach. Communication Technology
10 Essential IT Support and Service Desk Tools
MARCH 30, 2016
IT support and service desks require tools just like any other business function. IT support tools can assist the help desk with a multitude of tasks including managing remote connections, incident logging, report building, feedback management and pretty much everything else you can think of. However, making good use of the right tools can definitely make IT headaches far less painful. However, most tools are built for individuals who have a decent understanding of IT programming languages like C++. IT support tools do not have to be expensive nor too technical.
The 5 Whys: Getting to the Root of the Matter
SEPTEMBER 6, 2016
It's a great tool to help you understand. continuous improvement process improvement root cause toolsHave problems? How are you solving them so that they never happen again? How are you getting at the root cause of any issues you or your customers are having? What types of root cause analyses (RCA) are you conducting? Or are you even thinking about RCA? I like it for its simplicity.
Join the Webinar: How to Use Your Product Roadmap as a Communication Tool
NOVEMBER 30, 2015
Janna Bastow of ProdPad will be joining Kayako’s Dan Wong for a webinar about the benefits of going public with your product roadmap on Thursday December 3rd, 4pm GMT / 11am ET / 8am PT. Sign up here. Product and support teams are interlinked when it comes to customers. But imagine how much easier it would be if your product team could just talk directly to customers? Click To Tweet.
6 Simple, Powerful Tools for B2B Sales Management
JUNE 22, 2015
Overwhelmed by the sheer amount of options and tools meant to "help" you sell more effectively? So to help your search, here are six tools that have become must-haves in my sales process. Sidekick is a lightweight email tracking tool. Crystal is a brand new tool for understanding your email communication and how it affects your sales process. The whole tool is built on empathy, and creating an empathetic connection with your prospect will do wonders for getting the point across. Calendly is an online tool that syncs with your calendar. Yeah, me too.
The Business Phone System Reinvented: The Next-Generation Cloud Communications and Collaboration Tool
SEPTEMBER 26, 2016
The company realized that it needed to give employees – as well as new hires and interns – technology tools that are modern, intuitive and easy to use, unlike traditional enterprise tools. GIVING EMPLOYEES THE RIGHT TOOLS & TECHNOLOGY RESULTS IN BETTER CUSTOMER EXPERIENCES. Tweet The only way to build a truly innovative and collaborative culture is to give everyone a voice. In working with Dialed, I just completed some ROI research to understand how quickly, easy and affordable it is today to plug every employee into your business with a very innovative phone system.
How Workforce Optimization Tools Positively Impact Your Business, Clients, and Bottom Line
AUGUST 24, 2016
Common recently became a beta user of Avaya Workforce Optimization Select , an easy-to-implement, easy-to-use, security-oriented solution that gives contact center managers and representatives access to scalable and flexible tools. Tools include recording, quality management, call monitoring, coaching, e-learning, and full reporting services.
Do You Have The Tools To Make Your Customer Experience Ecosystem Work?
APRIL 14, 2016
A high-quality customer experience is the result of interactions between people in a network Forrester calls a customer experience (CX) ecosystem. As followers of this blog know, what holds that ecosystem together are value exchanges facilitated by an open, collaborative business culture. My colleague Sam Stern laid out how businesses define workers' roles and create engagement within this ecosystem. And in January, we published a report explaining the advantage businesses with collaborative CX ecosystems have. Why focus on technology? This problem requires a technical solution.
The Challenges of Customer Experience Management
APRIL 11, 2016
B2B Customer Experience Interview Managing Customer Experience customer experience Customer Experience Management Strategy Customer Experience Tools Customer experience trends Evaluating Customer Experience Improving customer experience interviews mike wittenstein ReachForceThis Interview was conducted by ReachForce and first appeared March 9, 2016 Mike Wittenstein leads Storyminers, a pioneering customer experience design firm based in Atlanta. We recently checked in with them to discuss some of the challenges enterprises face in managing customer experience today.
8 Tools You Need in Your PC to Improve Productivity
JULY 19, 2015
When it comes to productivity hacks, there’s certainly no shortage of available tools out there. That said, here are some productivity tools you can use to increase efficiency and help with your concentration to accomplish more on your personal computers. As someone who works in front of the computer all. You’re welcome. RescueTime. StrictWorkflow. CloudHQ. StayFocused.
Are You O-Positive? Cool Tool For Employee Engagement & Customer Service Ideas - Frank Reactions
JULY 20, 2015
Cool Tool For Employee Engagement & Customer Service Ideas appeared first on Frank Reactions. The other day I went for coffee with a very frustrated marketer. She had been hired by a manufacturing company that claimed they had decided it was time to invest in marketing. Unfortunately, they didn’t really mean it. She’s been stymied … Continue Reading → The post Are You O-Positive? Canada Customer Service / Customer Experience Frank Reactions Podcast Process Shows Strategies #cx customer service employee engagement Oxford Properties Roger Pugsley
New Integration: inContact Agent for Oracle® Service Cloud
JULY 27, 2016
Arguably the single most helpful tool that allows your agents to provide better, more personalized customer service is an integration with the very source of “insightful counsel” ; nowadays (and in this context), generally known as a CRM solution, such as Oracle Service Cloud. The Oracle at Delphi. Do you know what an oracle is?
Facebook Tries to Woo SMBs with New Customer Engagement Tools
SEPTEMBER 9, 2015
Yesterday, I did something I haven't done in years: I picked up my phone and called a store to ask a question. A friend told me about a farm that sells lavender but she wasn't sure whether customers could pick their own flowers. Since the information wasn't on the farm's website or Facebook page, I called the farm. Customer Engagement Customer Strategy Social Media homepage
Augmented Reality As a Selling Tool
MAY 1, 2013
One of the many benefits of having kids in university is that it keeps you more current on technology than, perhaps, you might normally be. Our oldest son (the future mechanical engineer) showed me something this past weekend that was, frankly, remarkable. If you haven’t seen it, take a look. It uses an. View Article
A New Tool For Using Video to Capture Stories From Your Audience - Frank Reactions
JUNE 20, 2014
But she was frustrated by the time involved in video editing, especially if you were trying to put … Continue Reading → The post A New Tool For Using Video to Capture Stories From Your Audience appeared first on Frank Reactions. Today’s guest, Katrina German, co-founder of Saskatoon-based start-up, OneStory, always loved the idea of using video to capture and save people’s stories. Today's guest, Katrina German, co-founder of Saskatoon-based start-up, OneStory ([link] always loved the idea of using video to capture and save people's stories. Thanks.
Building Customer Experience Bridges Across the Generations
AUGUST 16, 2016
Contact Center Management Customer Experience Events General ICUC Trends & Insights Consumer Generations Contact Center Management Tools ICUC 2016 inContact User Conference Millenials Omni-Channel Experience Partner Platinum Sponsor VerizonWhile preparing this blog, I kept thinking about Millennials. Everyone’s talking about them. They’re the driving force behind customer experience transformation because they have been raised with a digital sensibility. My first Millennial had a mobile phone by the age of 12 and a smartphone at 16, and that was a few years ago. Register today !
How customer intelligence software helps companies fight the survey epidemic
APRIL 7, 2016
Customer Intelligence #NoSpamSurveys customer surveys spam surveys survey research survey software survey tools surveys traditional surveysJon Reed, the co-founder of the website diginomica , is sick and tired of surveys. Every customer interaction, no matter how trivial, triggers a survey,” he grumbles in a recently published article. “If Why are ad-hoc surveys everywhere?
Combine Best-of-Breed CCM, CX Tools
JULY 27, 2016
Customer communications management (CCM) facilitates interactions between brands and their customers during high-value customer journeys like filing an insurance claim or registering a complaint. These engagements directly affect customer loyalty and retention, making CCM an integral part of customer experience management. You’d be wrong. Customer Experience Customer Communications
Storytelling is a Trojan Horse for #CX Learning
MAY 12, 2015
What is storytelling, and why is it an important tool to have in your CX Toolbox? Storytelling is a communication tool and a teaching tool. Quite simply, storytelling is a tool to gain buy-in, whether it's from executives or from the frontline. customer experience data storytelling tools voice of customerIt appeared on their blog on November 20, 2014.
Facebook’s New Content Marketing Tool - Frank Reactions
MARCH 20, 2014
Facebook trending tool great for content marketing ideas! It’s called “Trending” and it shows you what is being talked … Continue Reading → The post Facebook’s New Content Marketing Tool appeared first on Frank Reactions. Stuck For Content Marketing Ideas? photo courtesy of nkhmarketing on Flickr) A new box popped up in my Facebook feed today. Blog content marketing