Tue.May 14, 2019

Why CX Leaders Need to Rethink Using Incentives for Employees

inmoment

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Why Your Brand Needs Journey Analytics

Kitewheel

Most businesses have realized that it is time to start journey analytics. But it isn’t easy. Analytics is an expensive direction for businesses to pursue if those efforts don’t deliver a return on their investment.

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Improve IVR to create a better customer experience

UJET

Interactive voice response ( IVR ) is a phone system that uses the phone keypad or voice recognition to direct customers through a company’s customer support system.

System 122

Episode 51 – CX Expert Annette Franz Shares Her Insights on Journey Mapping and Success with CX

Kristina Evey

Episode 51 Shownotes… On this episode, we are joined by Annette Franz. Annette Franz is the founder and CEO of … Read More Episode 51 – CX Expert Annette Franz Shares Her Insights on Journey Mapping and Success with CX. The post Episode 51 – CX Expert Annette Franz Shares Her Insights on Journey Mapping and Success with CX appeared first on Kristina Evey. Employee Experience Journey Mapping Leadership Podcasting Uncategorized

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Intraday Management — GPS for the Contact Center

NICE inContact

When it comes to sense of direction, I’ll admit I’m closer to “can’t find her way out of a paper bag” than “has a strong internal compass.” So you can understand that GPS navigation is riding shotgun when I’m on the road and is in my top-five most frequently used apps. As I slogged along the 101 here in Southern California recently, I realized that my navigation is a lot like the intraday management and reforecasting capabilities available within workforce management platforms. Say what?

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Amazing Business Radio: Jill Nelson

ShepHyken

Being Human in a Technology-Driven World. Why Connections Matter More Than Ever. Shep Hyken interviews Jill Nelson. They discuss her company, Ruby Receptionists , and how to use both technology and humanity to deliver an amazing customer experience.

The Most Important Customer Success KPIs You Should Be Tracking

Totango

Customer success initiatives are critical in ensuring your product gives customers the positive outcomes they’re looking for. But how can you tell if your customer success team’s hard work is paying off?

Improve AHT: here’s how top contact center decision makers do it

TechSee

Analysis of Average Handling Time is deeply entrenched in the customer service field and almost every contact center manager wants to improve AHT.

5 Reasons Why Customer Satisfaction Is Important

Survicate

You should never ignore the importance of customer satisfaction. There are dozens of factors contributing to the success (or failure) of a business, customer satisfaction is one of them.

8 Contact Center Trends to Watch in 2020

In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!

What is a Product Roadmap?

Gainsight

A product roadmap is a high-level, visual representation of the direction your product offering will take over time. A good product roadmap will provide your colleagues and stakeholders with the “why” behind your product and should serve the following purposes: Lay out the overarching strategy.

What is Call Center Average Wait Time and 3 Ways to Reduce It

Talkdesk

“Your Call Is Important To Us” When your customers hear that, do they really believe it? The longer you make them wait, the less important they feel.

Five Elements that Create Service Stress for Customers

Strikedeck

Andy shares what causes stress for the customer, and what you can do to assuage it. Customer Success Customers Onboarding saas value realization

Campaigns We Love: “Coach – Defining Modern Luxury”

Gravy Analytics

Coach’s new advertising campaign continues to evangelize its modern luxury leather goods to fashionable, younger buyers. The company’s handbags, clothing and accessories take center stage in spots featuring actor Selena Gomez , the current face of Coach.

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

Why Open Source Software Is the Key to Hybrid Cloud

datastax

In previous posts, we’ve talked about the benefits of the hybrid cloud. We’ve also offered some guidance about making the transition to the hybrid cloud. So you know about the “whys” and “hows” of moving to the hybrid cloud. But those are really just two parts of a trifecta. The third part, and the topic of this post, focuses on one of the main keys to success with hybrid cloud: open source software. The age of open source has arrived.

Should CS Care about Fastest Time-to-Value?

Strikedeck

Shreesha shares his insights about the. Customer Success Customers Onboarding saas value realization

Why are Learning Programs for Remote Customer Service Teams So Important

PlayVox

Working remotely offers businesses and employees a number of benefits. First and foremost, let’s talk commuting. Research by the U.S. Census Bureau shows people in full-time roles typically spend more than 200 hours travelling to and from their jobs each year. That can’t sound appealing to anyone.

How to Test a Folding Smartphone (and Other Emerging Tech)

Centercode

Seeing the risks and rewards of emerging technology unfold is part of what makes the tech industry so exciting to follow. And since CES 2019, one of the biggest nail biters is the race to get the folding smartphone into the hands of consumers.

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

Who Should Take Product Experience Ownership?

Truthlab

What exactly is Product Experience? Product Experience (PX) is defined as the general customer perception, expectations and valuation of a company’s product or service during the course of its use in various applications. (PX)

Make Sure your CX is Switched on During the Big Switch-Off

Cyara

In 2015, British Telecom (BT) announced it would be switching off the UK’s legacy PSTN and ISDN networks by 2025, forcing all customers to shift to IP-based VoIP (Voice Over IP) and SIP (Session Initiation Protocol) telephony services.

The Power of Transformation

Horizon CX

Many organizations have struggled with moving from product-centric to customer-centric over the years. Some have achieved this transformation, some have not. Of course, this transformation is just the beginning, as improving the customer experience will always be a journey and not a destination.

How to reverse-engineer your customer experience strategy for speed and effectiveness

MyCustomer

Engagement. How to reverse-engineer your CX strategy for speed

AI & Community: Don't Hammer the Flowers

Speaker: Venessa Paech, Australia's Leading Community Specialist

Join Vanilla Forums on Tuesday, July 21, 2020 at 8:30 AM ET for this on-demand workshop led by Venessa Paech, Co-Founder of Australian Community Managers and Leading APAC Community Specialist.

How Valued Engagement Touchpoints Help Build a Proactive Customer Success Strategy

ClientSuccess

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients.

The New Era Of Marketing Strategy

Forrester's Customer Insights

Marketing has been a story of eras: from mass marketing to the direct marketing era to digital marketing, and now data-driven marketing.

Smarter Demos: Incorporating Virtual Reality to Reimagine Staff Training

Smarter CX

SmarterCX presents the Smarter Demos series , a 2-minutes-or-less look at some of the most innovative CX technologies and how they work.

MarTech West and the Rise of Customer Data Platform

Connective DX

One thing that was evident at MarTech West in San Jose, CA earlier this month; The Customer Data Platform (CDP)is settling in as a foundational element in the marketing technology stack. As a topic of conversation, CDP worked its way into every presentation I attended.

[On-Demand Webinar] The State of Customer Education: Trends and Benchmarks Report

Speaker: Sandi Lin & Linda Schwaber-Cohen

In this webinar, Skilljar CEO Sandi Lin shared learnings from Skilljar's recent study and her insights on the state of Customer Education. She dug into key findings so you can benchmark against industry trends and understand how your strategy and metrics compare.

Aetna’s Mindfulness Initiative Leads to Unique Employee Engagement

Think Customers

In today’s job market, what constitutes an engaging employee experience is constantly redefined. There was a time where a fun lounge area with games and snacks was viewed as a key factor in retaining employees. But look at Google.

What’s Hot In Insurance Tech In 2019?

Forrester's Customer Insights

In 2019, the pressure on insurance business and technology leaders isn’t letting up. Earlier this year in Forrester’s “How Five Drivers Will Shape Insurance Business Technology Investments In 2019” report and webinar, we examined the drivers shown here that are shaping insurance business priorities.

Your Review Management Agency Guide: The First 90 Days

Grade.us

You've knocked their socks off. In your first 30 days, you've delivered quick wins and exceptional results for your clients. You've made them very happy. However, there are still some lingering doubts, a few nagging fears rolling around in your client's mind.