Amplifai Coaching Category

Call Center Coaching Effectiveness: 5 steps to (Finally!) Realizing a Return on Coaching

Amplifai Coaching Category

By Melissa Pollock & Jim Rembach. Coaching

Understanding Millennial Engagement: The Role of Diminishing Tolerance on Contact Center Attrition

Amplifai Coaching Category

Coaching

5 Ways Leaders Can Model High-CX Behaviors - ICMI Feature Contributor Article

Amplifai Coaching Category

ICMI Featured Contributor Article.

Top 10 Reasons Call Center Coaching Fails to Improve Customer Experience, Employee Morale, Performance and Retention

Amplifai Coaching Category

Coaching

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

Customers Report an Aggregate Increase of 40% More Time Spent Coaching

Amplifai Coaching Category

Coaching

Save Time. Coach More.

Amplifai Coaching Category

Coaching

52

Why do we coach?

Amplifai Coaching Category

Coaching

52

What does a person need to change behavior?

Amplifai Coaching Category

This is a question best resolved with a formulaic answer: Coaching

52

Why is it so hard to get people to change behaviors?

Amplifai Coaching Category

Coaching

52

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

Save Time. Coach More.

Amplifai Coaching Category

Coaching

52

ABC's of engagement

Amplifai Coaching Category

Coaching

How to Improve Your Customer Satisfaction Score (CSAT) Score

GetFeedback

Y ou know your customers are satisfied because the Customer Satisfaction Score (CSAT) that you see on your daily dashboard tells you as much. The score is solid. But you aren’t satisfied; you believe it could be so much better. And rightly so — it usually can be.

How to Use Surveys to Land More Business Leads

GetFeedback

Listening to what your customers have to say and providing what they want is fundamental to the success of your business. Unfortunately, many companies make the mistake of deciding that they know better than their customers. How, though, can a modern business stay in touch with customers?

Survey 303

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

NPS, CES, CSAT: Which One is the Best Metric?

GetFeedback

NPS, CES, and CSAT are customer loyalty metrics. They’re used to measure the level of loyalty that a customer has toward your brand. Customers are considered loyal when they consistently purchase from your brand over an extended period of time. . How do you get loyal customers?

Alexa, How are My SLAs Doing?

NICE inContact

As a large travel management company, Omega World Travel continues to break new ground operationally and in the CX it provides to customers, thanks in large part to its move to NICE inContact and the CXone cloud-native platform.

Travel 287

How to Disrupt Your Competition

ShepHyken

How To 558

The Importance of Customer Satisfaction

Lumoa

The importance of customer satisfaction is generally taken for granted. If you don’t have a solid understanding of why customer satisfaction is important, you risk undervaluing it. Here are five reasons why customer satisfaction is important. Feed generated with FetchRSS

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

Why an Effortless Experience Isn’t Enough for Customer Loyalty

GetFeedback

A while back, my teammates and I spent hours in a conference room mulling over the concept of effortless experience.

What Customer Churn is and How to Calculate it

Lumoa

What is customer churn? It means that your customer canceled their business with you, or decided not to renew the agreement they previously had. You calculate the churn rate by dividing the # of lost customers by # of customers at the start of the defined period. Feed generated with FetchRSS

How To 224

DSW Successfully Incorporates AI into Customer Experience

NICE inContact

We love our shoes! Designer Shoe Warehouse, better known as DSW, continues to find innovative ways to capitalize on that universal truth and keep customers coming back for more.

How to Prove the ROI of Your Voice of the Customer (VoC) Program

GetFeedback

They say that there’s very little these days that everyone agrees upon, but I—of course—do not agree with that sentiment either. When it comes to customer experience (CX) , I can think of many, many things we all know to be true. . We can all agree customers expect more of us than ever.

ROI 315

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

Actionable Insights: What they are, why they’re important, and how to get them

Lumoa

Actionable insights are data sets that prescribe any direct, meaningful actions you can take based on the analysis of raw data. Feed generated with FetchRSS

What to Do if You Have a Poor CSAT Score

GetFeedback

“How was your day today?”—that that question is about as ordinary as they come. . It’s a basic and seemingly benign thing to say, right? But by asking that question, we get a quick sense of how someone’s day went, and we have an idea of where to take the conversation next.

How to Use the CSAT Metric in Your CX Program

GetFeedback

Let’s talk about customer satisfaction. . What does it really mean? Is it worth it to track? It’s time to get serious about getting satisfaction. Just like Jagger. In customer experience (CX) terms, we often dismiss Customer Satisfaction Score (CSAT) measurement as too simple.

5 Key Technologies for the Future of Digital Customer Service

NICE inContact

We talk a lot about “future-proofing” your business. It’s an important concept for any company considering digital customer service integration. You don’t simply want to plan for your current customer service needs. You’ll need a solution that can easily scale as business grows.

Personalized Customer Experience with All-In-One Voice, Video, Chat, Contact Center

Reliable communications are mission critical in today’s business environment. Customers are increasingly selective, and companies compete on the customer experience. Incorporating integrated communications as a key component is driving high returns.

The Patient Experience: Gaining the Competitive Edge in Healthcare

MaritzCX

Are We Expecting Patients to be Patient? The definition of the adjective “patient” is: to accept or tolerate delays, problems, or suffering without becoming annoyed or anxious.

Ask NPS Questions Using a Storytelling Approach

GetFeedback

When you write a story, what is the first thing you should think about? Your audience. The same holds true for your Net Promoter Score survey. Really, writing a survey question is just another type of storytelling.

NPS 327

Improving Experiences in a Patient-as-Consumer World: Part 1 of 4

MaritzCX

Creating Elite Experiences for Today’s Modern Patients In just a few short years, technology and business innovations have fundamentally changed how people interact with—and what they expect from—the services and organizations they depend on.

Improve Customer Experience with the Help of These 4 Teams

Kayako

When we talk about customer experience, many of us think about support. We think about the touchpoints between customer and business when the customer needs help buying or using a product. These interactions make up part of the customer experience, but not all of it.

The Definitive Guide to Customer Education Metrics

As you build and scale your customer education program, the right data can help you identify patterns, make evidence-based decisions, and adapt strategy to meet business goals. In this eBook, Skilljar will share the data and metrics best practices that have helped their customers meet program goals and communicate business impact.

Call Centers are the Front Line of Customer Service

NICE inContact

Some call centers struggle to have a stellar reputation, but it doesn’t have to be that way.