Trending Articles

3 Key Pillars of a Successful NPS Program with Salesforce

GetFeedback

It’s no secret it costs five times more to attract a new customer than to keep an existing one. This is because returning customers buy more over time so operating costs shrink; whereas finding new customers is laborious and expensive. That said, why are only 18% of companies focusing on retention ?

NPS 195

CX Leaders’ Employees Feel Prouder & More Appreciated

Experience Matters

If you’ve followed our research, then you’ve likely seen a strong, almost inseparable link between between customer experience (CX) and competency employee (EX). We continued to find that connection in our latest consumer benchmark. In our Q3 2018 study, we asked 5,000+ U.S. employees to pick a word that best describes how their job makes them feel and split those responses based on how they judged the overall CX that their company delivers.

Study 157

How to Handle Live Chat Customer Service During the Holiday Rush

GetFeedback

Ah, the holidays. It’s the time for sugar canes, delicious eggnog, and jolly parties with loved ones, right? Well, not exactly. For us customer service folks it’s the time of the year that we call: the not-so-jolly holiday rush.

CX Myth #5: Wow Customers During Every Interaction

Experience Matters

Many common beliefs about customer experience are misguided, based on oversimplifications or a lack of consideration for real-world constraints. In this series of posts, we debunk these myths. CX Myth #5: Wow Customers During Every Interaction What’s Wrong: While it may be appealing to think about creating an amazing experience every time you touch a customer, it’s just not appropriate or practical.

Artificial Intelligence and the Customer Experience

There's no denying that Artificial Intelligence is popping up everywhere in consumers' daily lives. But in the world of customer care, getting AI right - deploying it in a way that helps customers get things done quicker and easier, removing frustrations and roadblocks - is easier said than done. This eBook will teach you how to use AI to improve the customer experience, while significantly cutting costs for your business.

3 Actions to Unite Internal and Customer-Facing Departments + Downloadable Audit

Customer Bliss

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done.

The Proper Way to Ask for Customer Feedback

Kayako

When collected and implemented properly, customer feedback can help improve your product and the services that support it.

More Trending

[Infographic] 4 Key Priorities for Customer-centric Retailers in 2019

Vision Critical

View Infographic. The retail industry is only set to become more competitive. Yet, most companies are still failing to meet customer expectations and become more customer-centric.

Have You Created a Great Service Exit?

Wired and Dangerous

The opening keynote was preceded by the safety briefing for the large banquet hall attendees. It was the usual “in case of fire” cautions and instructions.

Unite the Silos and Create an Internal Shared Vision When Implementing a CX Transformation

Customer Bliss

“Us vs. Them” Breaking Down the Walls

MaritzCX

We researchers have done things in the past we probably wouldn’t do again. In some cases we have unintentionally erected walls that have acted to isolate companies from their customers – making the Voice of the Customer more elusive than it should have been. We need to tear down the walls that have caused the. View Article. General

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

Building a referral program in Salesforce

AskNicely

One of the best ways to engage with your happiest customers is to invite them to refer a friend or colleague (especially if they’ve just filled in a Net Promoter Score survey saying they’d happily do exactly that!).

Best Customer Experience Books of 2018 and What to Look Out for in 2019

eglobalis

Best Customer Experience Books of 2018 and What to Look Out for in 2019. The post Best Customer Experience Books of 2018 and What to Look Out for in 2019 appeared first on Eglobalis.

Virtual Agents in the Contact Center: Automate One Routine Call Type at a Time

inContact

The biggest challenge facing every contact center is agent churn. Many agents are bored, unengaged, and generally unhappy, and they churn at a rate of 33% across all industries. As a contact center leader, you work extremely hard to mitigate these challenges, but because you are pulled in many different directions, it is tough to keep your best agents. Not to mention, technology constraints can sometimes make it difficult to improve the agent experience.

Vodafone – Global Innovator Chooses AR Remote Assistance

TechSee

As a leading provider of intelligent visual engagement, TechSee is at the forefront of the digital CX transformation. Our goal is to partner with innovative Tier-1 companies, by providing them with digital solutions that enable them to exceed their customers’ expectations.

3 Important Things A Chatbot Can’t Do (But an IVA Can)

Chatbots are becoming increasingly popular, but it’s important to remember that they’re only as smart as the technology behind them. Download this Interactions LLC eBook to learn more about chatbots and how to select automated customer care technology for your company.

“Us vs. Them” Breaking Down the Walls

MaritzCX

We researchers have done things in the past we probably wouldn’t do again. In some cases we have unintentionally erected walls that have acted to isolate companies from their customers – making the Voice of the Customer more elusive than it should have been. We need to tear down the walls that have caused the. View Article. Automotive

Are You Listening to Your Customers – Or Driving them Crazy?

Beyond Philosophy

Not too long ago, I had a minor outpatient procedure at a hospital. When I checked my email the next morning, there was a survey from the hospital. What did you think of your anesthesiologist?”. My first thought was that I didn’t die during the procedure, so he must have done a fine job.

Ask Abby Nicely: How Often Should I Be Surveying My Clients?

AskNicely

Dear Abby, How often should I be sending out surveys? Does survey frequency make a difference? Survey Frequency Depends on Your Customer Journey. I often get asked, what is the best cadence to survey customers? The quick answer to survey frequency is: it depends , but we generally recommend you touch every customer at the moments of truth in their customer journey. Moments of Truth. What exactly is a “moment of truth?”

5 Things to Consider When Starting a Call Center

inContact

There are many reasons why starting a call center makes good business sense. But whatever the reason, taking that first step can seem like stepping into the unknown. To ease into your search, here are five things to consider when starting a new call center. . You don’t need to be a rocket scientist. As you begin your exploration you may encounter unfamiliar terms like “first call resolution” ACD, Erlang calculations, VoIP, PSTN, etc. The technology can seem daunting.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

Inside Customer Success: Winning by Design

Amity

Winning by Design is a premier provider of strategy consulting and coaching programs for SaaS Sales and Customer Success organizations. The company was founded in 2014 as a small team in Silicon Valley and has quickly expanded across the U.S

How to Incorporate Online Reviews on Your Business Website the Right Way

ReviewTrackers

Everyone knows that having rave reviews helps your business stand out on review sites like Google, Facebook, and Yelp, but embedding reviews on your own site can also improve SEO performance and increase conversion rates.

8 Key Stats to Prove Customer Experience Delivers ROI

Beyond Philosophy

James Carville, political commentator and media personality coined the phrase, “The economy, Stupid,” for Bill Clinton’s 1992 presidential campaign. Carville was talking to the team at the time to help them focus on the key messages for Clinton’s campaign.

ROI 101

How to Implement a Successful Omni-Channel Strategy and Solution

NewVoiceMedia

Now, more than ever, deploying an effective omni-channel strategy is critical to business success. According to research by the Aberdeen Group, companies with strong omni-channel customer engagement retain an average 89 percent of their customers, compared to just 33 percent for those companies without. Although many market solutions claim to offer a complete omni-channel solution, most fail. They focus on digital channels while excluding voice in the contact center.

The Top 3 Ways to Forecast for Your Contact Center

Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting.

Contact Center SLA: What it is, How it’s Calculated, and Why You Care

inContact

SLA stands for, of course, Service Level Agreement. You could say at its most generic, an SLA is almost like a promise that a service provider makes to a customer about the quality of service they will provide. Contact center SLAs can be external, for example in a contract with a customer for an Outsourcer (aka BPO), or internal, to measure, document and communicate your contact center’s performance for stakeholders within your organization, or to compare with other contact centers.

Stop Bribing Your Employees for Good NPS Scores

Heart of the Customer

We’re early in Customer Experience (CX) capability development, and I absolutely love it! We’re discovering the best practices that our successors will take for granted; “of course that’s how you do it.” Unfortunately, being in this early stage means that some “best practices” aren’t.

5 Customer Success Leader Actions to Complete Before 2019

ClientSuccess

As 2018 comes to a close, customer success teams are taking some time for reflection and planning. What better time than now to take a minute to review what worked from the past year, determine where changes could be implemented, and lay out some strategic goals for 2019?

Are You Making Intuitive Or Rational Decisions?

Beyond Philosophy

There are two key ways people make decisions: intuitvely or rationally. We discuss why this is important to designing your customer experience and how this can have a key effect on customer loyalty.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

4 Field Service Innovations Changing the Customer Experience

Smarter CX

From consumer-focused computer repair, to monitoring large machinery for industrial organizations, field service plays a critical role in delivering a winning customer experience.

3 Questions to Answer for Your Annual Customer Experience Checkup

inContact

Contact center leaders feel the relentless pressure to improve the customer experience that their teams deliver. But with a wide range of CX outcome KPIs like NPS, CSAT, CES and dozens of operational efficiency KPIs it is easy to be overwhelmed and lose the forest for the trees. End of the year planning cycles often add extra pressure and urgency to understand how your are meeting customer expectations and to identify and budget for your top 2019 contact center improvement plans.

5 Reasons Why Your Employees Are Delivering Poor Service

The DiJulius Group

The next time you have a large group of your employees together, ask them this question: How many of you feel we provide a superior Customer experience? I have asked this question hundreds of times. When the audience is made up primarily of one company, nearly every hand in that audience proudly goes up. Read Full Article. The post 5 Reasons Why Your Employees Are Delivering Poor Service appeared first on The DiJulius Group.

Astea Participates in Key Investor Conferences Across the US

Astea

Astea is increasing investor awareness as company growth continues by attending this conference in Los Angeles, CA. Astea is excited to be attending several investor conferences this year, including the LD Micro 11th Annual Main Event taking place this week in Los Angeles, California.

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.