CSM Magazine

JANUARY 17, 2024

This communication format gained huge traction following the COVID-19 pandemic where remote working became the need of the hour. Most customers report that they can watch the entire video and may often replay them a few more times. The ideal video provides a space to present your brand values.

Video 52

Video Communication Training Social Media 52

InMoment XI

FEBRUARY 1, 2023

Oftentimes, CX practitioners will discuss the best reporting position for a core CX team to give an organization the best chance for Customer Experience (CX) success. More importantly, it made us think that, in addition to where the function reports, there are other organizational factors that contribute to program success.

Customer Experience 260

Customer Experience Chief Customer Officer Report Culture 260

NICE inContact

JANUARY 22, 2019

There is a growing discussion among contact center managers about how to implement effective, KPI-based reporting. The first question being are we measuring the right things and the second question is how effective are we in communicating results to business leaders? There is an ocean of KPIs to help measure contact center performance.

Contact Center 136

Contact Center Report Call Center Metrics 136

CX Centric

APRIL 4, 2023

To access the full State of Customer Centricity report click here. Also putting your organization through the CCMM assessment is a good way to assess where you are currently and what opportunities are presented to your organization to help it grow. But maybe these plans are just not communicated well.

Customer Centricity 52

Customer Centricity Leadership Report Policies 52

Experience Investigators by 360Connext

OCTOBER 17, 2023

Here are some strategies to gain leadership buy-in for customer experience, the importance of measuring CX performance, and how to effectively communicate the business case for CX transformation. Reporting on a Net Promoter Score (NPS) month after month that doesn’t vary too dramatically can create a sense of complacency.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

InMoment XI

FEBRUARY 8, 2023

CX success also hinges upon appointing a leader who is an effective communicator and can sell a vision, create alignment based on shared business goals, and curate a shared understanding of customer needs, expectations, and journeys. It’s not easy, but nothing worth doing ever is.

Sports 295

Sports Financial ROI Leadership 295

InMoment XI

JANUARY 20, 2024

Ultra-Personalized Experiences for Every Shopper In the world of retail, generic, one-size-fits all communication and experiences were once the norm. A recent report from McKinsey & Company found that businesses that excel at personalization generate 40% more revenue than their slower-adopting peers.

Retail 260

Retail Customer Experience Social Media Chatbots 260

NobelBiz

FEBRUARY 21, 2023

Importance of Reporting and Analytics in a Contact Center Reporting and analytics are one of the crucial components that help gain an accurate and sincere state of a contact center’s development. Presented using reports to monitor a contact center’s performance over time.

Contact Center 52

Contact Center Report Analytics Self Service 52

InMoment XI

NOVEMBER 30, 2023

These guidelines serve as a roadmap for how your brand is visually and verbally presented across various channels. In order to do that, you need to adopt an integrated CX approach to brand reputation management that makes data from multiple sources easily digestible in user-friendly reports. Consistency builds trust and recognition.

Brands 378

Brands Management Multi-Channel Social Media 378

InMoment XI

MARCH 27, 2024

Download InMoment’s 2024 Automotive Reputation Benchmarks Report for an exclusive look at the state of online reputation management in automotive today. Effective reputation management involves having a crisis communication plan in place to address these issues transparently and efficiently, minimizing the impact on the brand’s reputation.

Automotive 260

Automotive Management Social Media Feedback 260

PeopleMetrics

NOVEMBER 22, 2019

Simply put, communication is the next make-or-break element of a successful VoC program. A great VoC program communicator has the same mindset as a marketing professional. At the onset of the program, communicate what VoC is, why it’s important, how it will drive business results, and what touchpoints you will focus on.

Communication 54

Communication CEM Touchpoint Software 54

Alida

JUNE 29, 2016

Storytelling is the key to effectively communicating insight. Effectively communicate your insight. Use data visualizations to effectively communicate insight. Using the Stories feature , you can use these additional visualization capabilities to create and share visually appealing, mobile-optimized reports.

Communication 140

Communication Data Innovation Analysis 140

NobelBiz

JULY 31, 2023

In today’s rapidly-evolving business landscape, call queuing stands as a paramount component for efficient customer communications. Dive deep into the intricacies of call queuing and how it’s revolutionizing the way businesses handle customer communications. What is Call Queuing?

Communication 52

Communication Call Center Wait Times Contact Center Software 52

Integrity Solutions

OCTOBER 12, 2018

Effective communication skills isn’t a “soft” issue; it’s a real business challenge with significant consequences. Effective communication skills — it sounds like a “soft” issue, right? Just think about how much of your workday involves communication. The High Cost of Poor Communication Skills. And the urgency is real.

Communication 77

Communication Training Conference Study 77

InMoment XI

SEPTEMBER 20, 2023

By Simon Fraser, InMoment + Kirstin Simons, NPSx by Bain & Company NPSx by Bain & Company and InMoment recently released the State of CX: UK Consumer Trends Report , an in-depth analysis of customer perceptions on brand experiences across multiple industries.

Net Promoter Score 260

Net Promoter Score NPS Retail Trends 260

SurveySparrow

MAY 2, 2023

HR reporting and analytics are essential for managing its workforce effectively. The insights gained from HR reporting and analytics help organizations make data-driven decisions that improve employee engagement, retention, and performance. It can help identify areas for improvement in leadership, communication, and company culture.

Analytics 52

Analytics Report Data Strategy 52

SurveySparrow

MARCH 21, 2021

In this post, you will find out five actionable tips on improving the team’s remote communication. . Pros and Cons of Remote Communication . Right before you find out the actual tips on how to improve the team’s remote communication, you should be aware of the pros and cons of working remotely. .

Communication 52

Communication Tips Video Meeting 52

Lumoa

FEBRUARY 14, 2024

The Salesforce State of the Connected Customer Report found that 88% of buyers say their experience is as important to them as a company’s products or services. Hubspot’s annual State of Service Report found that 90% of surveyed CX professionals felt that customer expectations have increased to an all-time high.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

Beyond Philosophy

MARCH 21, 2024

Rule #4: Communicate, communicate, communicate. Make it clear when customers should expect your next communication whenever possible. Knowing that you will be back in touch regarding the issue and when that communication will be helps de-escalate a stressful situation. The whole city lost its service.

Telecommunications 78

Telecommunications Customer relationships Communication eBook 78

Playvox

MARCH 7, 2024

Deloitte’s Women @ Work: A Global Outlook 2023 report presents findings from over 5,000 women surveyed in 10 countries, highlighting the importance of hybrid work, schedule flexibility, and a more significant commitment from organizations to support gender pay gap and gender equality.

Culture 87

Culture Policies Leadership Guidelines 87

BlueOcean

OCTOBER 4, 2022

For many, this looks like strengthening your internal communication. The key strategy for 2023 includes shortening the communication distance between the C-Suite and the frontline so every employee is on the same page. Words to live by. Blockchain on Your CX Radar? Blockchain technology isn’t losing its buzzword status anytime soon.

Conference 156

Conference Entertainment Employee Experience Contact Center 156

Totango

DECEMBER 3, 2020

Looking back at the 2020 Customer Success Salary Report , this year has also had a particularly influential effect on the Customer Success (CS) Industry. Customer Success Salary Report: Factors Influencing CS Compensation Structure . The more successful onboarding is , the quicker the client will find value in your product. .

Report 64

Report Customer Success Net Promoter Score Roadmap 64

Think Customers

MARCH 21, 2023

For healthcare, Feaster said timely intelligence around frequency of patient visits, communications channels with highest engagement, and other benchmarks can provide cues to guide next moves to enhance the experience. Presenters said business needs to bring humanity to the experience and that means acting on data intelligence with empathy.

Report 52

Report Airlines Healthcare Transportation 52

Experience Investigators by 360Connext

JANUARY 18, 2022

If a culture is touted as “customer first” or “customer-centric,” that mindset and strategy need to be pervasive in the way employees communicate and learn throughout their entire tenure, no matter their role. Make sure your definition of Customer Experience (and related terms) are clearly communicated and agreed upon. I tend to agree.

How To 378

How To Customer Journeys Culture Training 378

CSM Magazine

APRIL 20, 2021

Over the past year, the focus on Unified Communications has shifted from an area of increased interest to a necessity for business continuity. According to the Life and Work Beyond 2020 study , commissioned by Avaya, those who reported being happier in 2020 than in 2019 identified working from home as a key driver of that happiness.

Communication 59

Communication Video Innovation Touchpoint 59

Integrity Solutions

APRIL 19, 2024

According to Observe.AI’s State of Contact Center Conversation Intelligence report, 82% of contact centers engage with customers via the phone. This kind of research and intention helps you stay informed, and that gives you a wealth of insight and opportunities to personalize not just what you communicate but when.

Sales 107

Sales Loyalty Communication Contact Center 107

ShepHyken

SEPTEMBER 29, 2023

This week, we feature an article by Tarek Kamil, CEO and Founder of Cerkl, an internal communication software that helps teams connect. In their 2009 meta-analysis presented by Gallup, Harter et al. He writes about how employee engagement and customer experience can enhance business performance.

Employee Engagement 136

Employee Engagement Engagement Strategy Effort Score 136

CSM Magazine

APRIL 4, 2024

The best affiliate programs facilitate this collaboration, providing a robust infrastructure for tracking, reporting, and rewarding affiliate performance. Additionally, transparent tracking and reporting mechanisms ensure that affiliates receive accurate credit for their referrals , fostering trust and long-term partnerships.

Marketing 52

Marketing e-support Case Study Resources 52

Answer Dash

JUNE 12, 2018

Customer expectations are at an all-time high, according to the Salesforce State of the Connected Customer report, released this week. A whopping 80 percent of customers said that the experience a company provides is as important as its products, and 67 percent said that their standards for those experiences are higher than ever.

Customer Expectations 61

Customer Expectations Report Self Service Customer Service Representative 61

Experience Investigators by 360Connext

JULY 20, 2021

93% of CX leaders surveyed by McKinsey reported using a survey-based metric as their primary means of measuring CX performance. Track what tools, questions, and outcomes are being reported. Is there governance around how to best approach surveys and the methods in which they’re presented to customers?

Customer Journeys 361

Customer Journeys Social Media Feedback Survey 361

NetBase

DECEMBER 21, 2018

As our Social Media Reporting Series has illustrated, social analytics are only half the battle. Here’s how to use Crisis Management Reporting to avoid the worst of what social has to offer – or to minimize damage if the worst comes to pass. And it’s why Crisis/Issue Tracking and Reporting are a brand’s best friend.

Report 40

Report Management Social Media Analysis 40

TechSee

OCTOBER 9, 2018

Key preferences to consider in Millennial generation customer service: Text me, I don’t like to talk: Millennials prefer to communicate over text messaging and rarely make phone calls. According to a report by Pew Research Center , 85% of Millennials say they use social media. Visual engagement. Self-service platforms.

Omni-Channel 359

Omni-Channel Self Service Customer Service Virtual Agent 359

West Monroe

JANUARY 16, 2024

Sell-side reports alleviate time and resources needed from buyers to engage with management and can help boost their perceptions and understanding of the company on typing roadmap initiatives to grow or protect enterprise value. Faster buyer processes are enabled with the use of sell-side report.

Strategy 52

Strategy Roadmap Resources Report 52

Magellan Solutions

MAY 2, 2024

Communication and Cultural Challenges Navigating the complexities of outsourcing offshore can present communication and cultural hurdles. Establishing clear performance metrics, regular communication, and effective quality assurance processes are essential to mitigating this risk. Thorough due diligence is crucial.

Call Center 52

Call Center Culture Software Communication 52

Clarivate

APRIL 19, 2024

16] [17] For characterization of FLLs, particularly in patients at high risk of HCC, a Liver Imaging Reporting and Data System (LI-RADS) has been developed to categorize FLLs from LR-1 (definitely benign) to LR-5 (definitely HCC). Three Decades of Ultrasound Contrast Agents: A Review of the Past, Present and Future Improvements.

e-support 59

e-support Guidelines Study Healthcare 59

Thematic

AUGUST 25, 2021

To avoid being hit with this question, any insight presented needs to have an action attached. Sometimes there isn’t a clear and immediate action - but the insight presented is important nonetheless. If you have an opinion to share here, you should consider joining our community. What do we do about it? I’m very busy as it is!”

Leadership 116

Leadership Feedback Connections Communication 116

CSM Magazine

DECEMBER 13, 2023

Communicate what people can expect from your products or services. Use improved communication to address issues before customers notice them. Create a positive workplace environment that encourages collaboration, open communication, and recognition within the workforce. Create a system that collects feedback regularly.

Customer Service 52

Customer Service CRM Call Center System 52