Vonage

MAY 11, 2016

The Salesforce World Tour London is on May 19 th and we are delighted to have been selected as one of the Salesforce 2016 Customer Success stories. However, despite our best efforts, we were failing our customers; we were constrained by our system solutions. First contact resolution is 87% and NPS 91%.

Multi-Channel 60

Multi-Channel Customer Experience Competitive Advantage Effort Score 60

Verint

FEBRUARY 10, 2016

Everyone is looking for a competitive advantage in 2016. While a good bit of the discussion focuses on the customer experience—and it should—providing tools for success to the people who speak daily with your customers should be front and center as well.

Employee Engagement 20

Employee Engagement Engagement Gamification Customer Engagement 20

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. Aimee Lucas. Bruce Temkin. Frank Eliason.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. Aimee Lucas. Bruce Temkin. Frank Eliason.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Stella Connect

APRIL 17, 2018

These best practices will not only produce better results on the contact center floor, but they’ll help you bring far more value to your organization. In a 1:1 coaching session, managers can focus on each agent’s most recent interaction and how it relates to their overall performance scores. Consider your agent’s point of view.

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62

Stella Connect

APRIL 17, 2018

If you’re in a contact center performance management role, you’ve probably invested a lot of time and energy in your customer service training and customer service coaching programs. These best practices will not only produce better results on the contact center floor, but they’ll help you bring far more value to your organization.

Customer Service Training 40

Customer Service Training Training Tips Customer Service 40

Experience Matters

APRIL 7, 2015

Once again we had a great group of nominees, making the scoring difficult for the judges. Watch this blog and my Twitter feed for an announcement about the 2016 CX Vendor Excellence Awards in January 2016. Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. Clarabridge. NICE Systems. ResponseTek.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120