ReviewTrackers

FEBRUARY 10, 2021

Corporate reputation management is a combination of strategies that are used to shape consumer perception of your brand. Why Corporate Reputation Management? Under corporate reputation management, there is a constant cycle, a loop of the different ways in which a consumer will interact with your brand. Remember Uber in 2017?

Management 123

Management Social Media Culture Advertising 123

Storyminers

JULY 7, 2020

How do you expect customer expectations to change in 2017? What’s the most important thing contact center managers should prepare for in 2017? 2017 won’t be a year of ‘one thing changes one time’. At most contact centers, there will be several waves of change within the 2017 calendar year.

Contact Center 147

Contact Center Customer Expectations Management Wireless 147

NICE inContact

AUGUST 23, 2019

While both generations have commonalities, it’s important to recognize the differences and how to cater your performance management strategy to their unique needs and preferences. In a professional setting, they prefer texting, digital messaging apps, and emailing over talking in person ( Forbes , 2017 ).

Contact Center 137

Contact Center Gamification Management Social Media 137

NICE inContact

JANUARY 19, 2017

We’ve managed to top ourselves again by bringing to inContact’s user conference (ICUC) at NICE Interactions 2017 one of the hottest celebrities on the scene – Alec Baldwin! Register today for ICUC 2017 at NICE Interactions, for a once in a lifetime opportunity to hear Alec discuss his life and career! Learn more.

Interaction 120

Interaction Conference Management Customer Experience 120

NICE inContact

AUGUST 23, 2019

While both generations have commonalities, it’s important to recognize the differences and how to cater your performance management strategy to their unique needs and preferences. In a professional setting, they prefer texting, digital messaging apps, and emailing over talking in person ( Forbes , 2017 ).

Contact Center 136

Contact Center Gamification Management Social Media 136

CX University

SEPTEMBER 11, 2018

This means they manage to keep 12,588 employees happy. Listening is further embedded into mid-level managers, who are given responsibility for taking action to address arising issues and to improve engagement. One segment of workers identifies the desire to move up, but they do not see themselves as managers.

Management 209

Management Employee Engagement Government Engagement 209

IntouchInsight

JANUARY 11, 2018

Thank you for all of the views, clicks, shares and likes in 2017! We have lots of exciting new content in store for you in 2018 - but before we get to that, we wanted to take a moment to reflect on some highlights from 2017.

Customer Experience Management 120

Customer Experience Management Management Customer Experience Customers 120

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Ready for 2017 and beyond? Start here.

Trends 100

Trends Customer Engagement Engagement Contact Center 100

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Ready for 2017 and beyond? Start here.

Trends 100

Trends Customer Engagement Engagement Contact Center 100

Forrester

APRIL 10, 2017

The new Forrester Wave TM : Customer Feedback Management Platforms, Q2, 2017 (paywall) is live! CFM platforms are part of a larger VoC vendor landscape and help CX professionals manage complexity by centralizing and automating essential VoC activities. Enterprise feedback management. customer feedback management.

Feedback 74

Feedback Management Voice of Customer System 74

Vonage

FEBRUARY 23, 2017

Fast forward to today and the typical service agent is required to manage a complicated mix of calls, email, instant messages, social media, video chat and more. The post Everything you need to know about the consumer of 2017 appeared first on Blog | NewVoiceMedia. Customer service centers need updating. Share your thoughts below.

Omni-Channel 218

Omni-Channel Consumers Self Service Social Media 218

BlueOcean

MARCH 20, 2017

Can a contact center partner really manage a team of agents working remotely as effectively as they can manage someone sitting right beside them? Managing Work-at-Home Call Center Agents. These are valid questions and technology has evolved to assist in performance management in this regard as well. The Virtual Classroom.

Customer Care 189

Customer Care Contact Center Call Center Average Handle Time 189

Alida

JUNE 1, 2017

Launch and Lifestyle Marketing Manager Eric Angeloro will share customer engagement best practices to support the go-to-market strategy for the Cadillac CT6 PLUG-IN. The Vision Critical Auto CX Summit 2017 team: Paula Skier – Director, Automotive. When: June 21, 9:15 am – 10 am. Interested but not registered? Scott Miller – CEO.

Automotive 157

Automotive Conference Retail Employee Engagement 157

ClearAction

DECEMBER 31, 2016

2017 Customer Experience Resolutions Lynn Hunsaker. What’s new in 2017 customer experience management? Ultimately, success in turning a new leaf depends on getting your hooks into manageable steps that resolve past weaknesses to propel your growth. Customer Experience Management: Do This, Not That (6-part series).

Customer Experience 81

Customer Experience Customer Journeys Roadmap Customers 81

Amity

DECEMBER 21, 2017

Below is our annual holiday reading list, the best articles of 2017, curated, organized, and ready to be enjoyed. 2017 Rewind: Your Customer Success Playlist. Customer Success Isn't Just a Feed Good Name for Account Management by guest writer Brooke Goodbary. 10 Must-Read Articles for Junior Customer Success Managers.

Customer Success 107

Customer Success Tips Video Measurement 107

Alida

JULY 17, 2017

On July 13 2017, over two hundred Vision Critical customers, insights, marketing and CX professionals gathered in Sydney for the Asia Pacific Customer Intelligence Summit, Vision Critical’s 7th annual customer summit. As predicted by Gartner , 89% of businesses will compete primarily on customer experience by 2017.

Customer Experience 172

Customer Experience Hotels Survey Loyalty Programs 172

Kerry Bodine

FEBRUARY 6, 2017

In 2017, brands shouldn’t be fumbling around to pull off a successful Super Bowl ad. But in 2017, big brands’ servers should be robust enough respond to each customer’s web request in milliseconds. How much more would it cost to employ a team of people to actively manage your social media feed for a few hours?

Social Media 120

Social Media Advertising Customer Experience Professionals Brands 120

ClientSuccess

JULY 31, 2017

We’re excited to announce that we were awarded the SIIA 2017 CODiE Award for Best Customer Success Management Solution. 2017 Best Customer Success Management Solution. SIIA’s 2017 Business Technology CODiE Award winners are some of the most innovative products impacting businesses across the world.

Customer Success 40

Customer Success Management eBook Innovation 40

ReviewTrackers

JULY 5, 2018

Tips to Manage Seamless, Eat24, and Grubhub Reviews. Then, in 2017, Grubhub acquired Eat24 from Yelp. Because all of these sites are affiliated with Grubhub and specific to delivery, restaurants should manage these reviews in the same way. Click on the top left icon, then click management.

Management 150

Management How To Metrics Consumers 150

Talkdesk

SEPTEMBER 25, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. The post Opentalk 2017: Building Trust between Customers and Startups appeared first on Talkdesk.

Self Service 80

Self Service Video Customer Centricity Customers 80

Calabrio

JANUARY 19, 2017

From creating improved customer experiences to a renewed focus on employees, we see 2017 as the year that brands look for ways to foster both employee and customer engagement. While customer engagement keeps its place as a top priority, in 2017, companies will broaden their focus to include employee engagement, particularly for Millennials.

Customer Satisfaction 100

Customer Satisfaction Brands Strategy Contact Center 100

Alida

DECEMBER 22, 2016

We’ve collected 10 of the most insightful predictions that we believe will define not just 2017, but also the years ahead. Forrester Research is predicting more espionage, ransomware and privacy breaches in 2017. In its annual predictions, Fortune says the merger boom will keep on rolling in 2017. Global uncertainty.

Trends 0

Trends Social Media Advertising e-support 0

NICE inContact

JUNE 17, 2019

In a 2017 study titled Modern Standards for Managing Contact Center Quality, ICMI found a huge gap between the percentage of organizations that are using digital channels to communicate with customers and those that are using Quality Management (QM) to evaluate these channels.

Analytics 136

Analytics Customer Experience Management Contact Center 136

NICE inContact

JUNE 17, 2019

In a 2017 study titled Modern Standards for Managing Contact Center Quality, ICMI found a huge gap between the percentage of organizations that are using digital channels to communicate with customers and those that are using Quality Management (QM) to evaluate these channels.

Analytics 136

Analytics Customer Experience Management Contact Center 136

eGain Blogs

OCTOBER 4, 2017

Here are a couple of key findings from Forrester about 2017 versus 2016: Losses were broader and deeper than gains. All the above causes point to a lack of knowledge management. We have been doing omnichannel knowledge management and AI-enabled process guidance for a while. The post Mixed feelings on 2017 CX Day!

Omni-Channel 66

Omni-Channel Consulting Report Brands 66

CloudCherry

JULY 18, 2018

And they’re right — a recent study by Forrester showed that organizations with a cross-team CX approach were nearly twice as likely to have exceeded their top 2017 business goals. Fortunately, there’s a method to Customer Experience Management. Compared to their competitors, experience-driven businesses grew their revenue 1.4

Customer Experience Management 170

Customer Experience Management Net Promoter Score Customer Experience Management 170

NICE inContact

OCTOBER 31, 2019

So, let’s breakdown “flow” into a few tactical strategies that can be used in a modern call center utilizing performance management software. This can be done with performance management dashboards or wallboards. Check out how incorporating performance management software into your contact center can boost agent flow and engagement.

Contact Center 136

Contact Center Management Call Center Sports 136

NICE inContact

MARCH 13, 2019

Why would I get a performance management tool as well?” This experience might sound crazy, but there many contact center managers reading this and nodding their heads because they’ve been there! Looking back now, I laugh, because all these problems could have been avoided with a performance management platform.

Report 136

Report Management Average Handle Time Gamification 136

eGain Blogs

OCTOBER 4, 2017

Here are a couple of key findings from Forrester about 2017 versus 2016: Losses were broader and deeper than gains. All the above causes point to a lack of knowledge management. We have been doing omnichannel knowledge management and AI-enabled process guidance for a while. The post Mixed feelings on 2017 CX Day!

Omni-Channel 61

Omni-Channel Consulting Report Brands 61

SuiteCX

FEBRUARY 7, 2017

How can you do this in manageable increments? Can you gain efficiencies through better supply chain management? Reinforce the employees’ new behaviors with incentives, customer feedback stories and senior management recognition. Here is to a growth oriented 2017! Step 1 – Understand your customers. Conclusion.

Customer Journeys 100

Customer Journeys Self Service Analytics Exercises 100

SuiteCX

FEBRUARY 7, 2017

How can you do this in manageable increments? Can you gain efficiencies through better supply chain management? Reinforce the employees’ new behaviors with incentives, customer feedback stories and senior management recognition. Here is to a growth oriented 2017! Step 1 – Understand your customers. Conclusion.

Customer Journeys 100

Customer Journeys Self Service Analytics Exercises 100

Customer Bliss

DECEMBER 15, 2016

This will be a shorter post — end of the year and holidays — but I know a lot of people are thinking about strategic management as they transition from one calendar year to the next. What are you going to do strategically to drive customer experience, earn the right to the work, and create a customer-driven growth engine in 2017?

Management 100

Management Leadership Metrics Innovation 100

COPC

APRIL 3, 2018

Key Insights from the 2017 Corporate Survey include: Only 50% of respondents answered “Yes” when asked, “Is your company’s leadership fully committed to a customer-first strategy?”. At the site, you can also find complimentary digital copies of CXMB Series reports from years prior to 2017. About the CXMB Series.

Customer Experience Management 40

Customer Experience Management Customer Experience Management Chatbots 40

OpinionLab

MARCH 6, 2018

We coordinated with building management to to figure out how exactly we could collect recyclables and make sure they got to a recycling plant. Chicago 2017 holiday toy drive. We were thrilled to be able to support these causes in 2017 and look forward to continuing our philanphropic efforts in 2018.

Hospitality 60

Hospitality Management 60

CSM Magazine

MAY 27, 2022

In today’s healthcare landscape, technology plays an essential role in everything from diagnosis and treatment to the management of chronic care. The health care supplier discusses with the patient to make an agreement to sustain chronic care management. What is the management of chronic care?

Management 52

Management Hospitality Healthcare Software 52

Topdown

JUNE 1, 2017

We'll be exhibiting June 4-7 at the IASA 2017 Annual Educational Conference and Business Show in Orlando, Florida. Our focus will be on how INTOUCH ® , our new cloud-based Customer Communication Management (CCM) solution, improves both the customer experience and the employee experience in the insurance industry.

Insurance 63

Insurance Conference Employee Experience Communication 63

ReviewTrackers

APRIL 7, 2021

Bank Reputation Risk Management. A 2017 global risk management survey found that damage to brand and reputation is ranked as the top risk management concern. This leads us to the question: what is bank reputation risk management? Reputational Risk Management in Banking: Best Practices.

Banking 94

Banking Management Social Media How To 94