Tue.Aug 13, 2019

The Top Five Customer Onboarding Challenges and How to Solve Them

Totango

Some people think the most important moment in the customer relationship is when they make the initial decision to purchase. But the period after the purchase, the onboarding phase , is what really establishes the customer relationship.

Shaming Customers Drives Conversions, but at What Cost?

Strikedeck

Andy talks about how e-commerce companies make customers feel shameful about opting out of an upsell/add-on opportunity. Customer Success Customers Onboarding saas value realization

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Driving great customer experience: Three ways technology can help insurers overcome disruption

Quadient

Traditional insurers are currently battling against a triple threat. First, there is a steady stream of new players entering the industry, with tech giants such as Amazon and Google dipping their toes in the water; creating a whole new range of competition with new advantages. After all, could any insurer claim to match the level of knowledge Google or Amazon potentially have of their customers?

More Than Just Data: Why Actionable Insights Matter

CloudCherry

Photo by Adam Le Sommer. Photo by Karla Vidal . There’s no question that customer experience (CX) is a data-driven discipline. After all, at the foundation of most CX programs are close-ended surveys designed to capture and analyze customer feedback.

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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!

Gain Efficiency and Empower Agents with Cloud

NICE inContact

NICE inContact CXone call center software helps contact center managers deliver great customer experiences, engage contact center agents, and reduce costs. CXone provides unified administration that simplifies contact center management.

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Workforce Management (WFM) – Using Historical Data for Contact Center Forecasting

NICE inContact

Forecasting is a critical component of a call center’s workforce management program. The accuracy of your forecast has a ripple effect on almost all performance metrics and business outcomes. A bad forecast can directly lead to under- or overstaffing, which then has cascade effects on average handle time, CSAT, labor waste… the list goes on and on! Forecasting has often been described as part science and part art, and there are many factors that impact forecast accuracy.

More Than Just Data: Why Actionable Insights Matter

CloudCherry

Photo by Adam Le Sommer. Photo by Karla Vidal . There’s no question that customer experience (CX) is a data-driven discipline. After all, at the foundation of most CX programs are close-ended surveys designed to capture and analyze customer feedback.

Data 195

Here’s Your Inside Look into the Future of Digital-First Customer Service

NICE inContact

Digital-first customer service is no longer a nice option or a fun perk. It’s what today’s customers have come to expect: meeting them where they are, on the channel they want, on their timeline. Is your contact center keeping up? Without a digital customer service strategy, your customer is on the receiving end of a busy signal, or a phone left off the hook. And with so many options available, your customer will go elsewhere if it’s tough to connect with you digitally.

Astea International Named Top Performer in the Summer 2019 FSM Software Customer Success Report

Astea

Positive customer ratings and user reviews earn Astea the Top Performer ranking from FeaturedCustomers. HORSHAM, PA (August 15, 2019) — Astea International Inc.,

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!

Workforce Management (WFM) – Using Historical Data for Contact Center Forecasting

NICE inContact

Forecasting is a critical component of a call center’s workforce management program. The accuracy of your forecast has a ripple effect on almost all performance metrics and business outcomes. A bad forecast can directly lead to under- or overstaffing, which then has cascade effects on average handle time, CSAT, labor waste… the list goes on and on! Forecasting has often been described as part science and part art, and there are many factors that impact forecast accuracy.

Four Tips to Help Reach Your Business Intelligence Goals

Bizagi

The age of Intelligent Process Automation is seeing businesses all around the globe develop at a rapid pace and realize the benefits of new digital technologies.

Tips 83

Make Workforce Management a Priority When Upgrading Your Contact Center

Talkdesk

Workforce Management (WFM) presents difficult challenges, especially with regard to an omnichannel contact center. Until recently, forecasting and scheduling was done by time increments, usually in 15 to 30-minute blocks.

How CustomerCount transforms unstructured data into added value

Keatext

The post How CustomerCount transforms unstructured data into added value appeared first on Keatext. Case study Customer care Survey platforms voice of the customer

The Pros and Cons of Incentivized Reviews

With so many online reviews out there, we’ve decided to take a look at how incentivized consumer reviews fare against regular reviews from consumers that were not incentivized. Is one better than the other? More positive? Are they similar in topics covered and level of detail? Download this report to get answers to those questions and more!

The 5 things to do BEFORE you Begin a Segmentation

Chadwick Martin Bailey

Segmentations can be big endeavors—organizations investing time, money, and people, need to see meaningful outcomes.

Study 63

What is White-Label Reputation Management?

ReviewTrackers

Reviews

Embed AI in your digital supply chain to win, serve, and retain customers

Forrester's Customer Insights

It’s now just over 12 months since we first published research on Digital Supply Chain. Some Forrester clients have made progress with Integrated Business Planning and with Control Towers. And they are on the lookout for Blockchain opportunities.

Top 5 Tips on Starting a Restaurant Business

CSM Magazine

It’s easy to see the appeal of starting a restaurant. After all, not only is the food and service business much more accessible compared to other industries but many people these days no longer have the inclination or time to cook their meals.

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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.

Data Science And Design Collide — There’s A Better Way

Forrester's Customer Insights

Last August, a tweet from a data scientist reminding colleagues to get out of tables of data and talk to real people — you know, do qualitative research — went viral among these two constituencies.

CXU Student Brief 9

CX University

The CXU Student Brief. A monthly newsletter for Upgraded Online Course Subscribers. You’re reading The Fundamentals series. There are 5 Common Sense Principles that underpin customer experience excellence. These fundamentals are not just important; they are everything.

Headless Commerce And The Horseless Carriage

Forrester's Customer Insights

As with any high-consideration purchase, there’s an expectation of a bedside manner. Buying an eCommerce platform is no exception. But all too often, I hear it feels a lot like this doctor’s visit. Nurse tells me you’re losing sleep.

How To Monitor Competitors’ Social Activity Without Overdoing It

NetBase

The grass isn’t greener on your competitor’s lawn. or is it? Monitoring competitors social activity is important, but it shouldn’t take up too much of your time – unless you’re planning a hostile takeover.

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.

Build Your Next-Generation Business Case Using A Lifecycle

Forrester's Customer Insights

So you’ve got a great new idea for how technology-driven innovations can transform your business, reinvent the way employees work, and/or drive customer obsession. That’s a great start!

What is White-Label Reputation Management?

ReviewTrackers

Reviews

Rated H For Headless (Is Headless CMS For Mature Audiences Only?)

Forrester's Customer Insights

My colleague Joe Cicman just published a new report (“The New Commerce Revolution: Off With Their Heads (Or Not!“) “) to help de-hype headless commerce.

Protected: CXU Student Brief 11

CX University

This content is password protected. To view it please enter your password below: Password: The post Protected: CXU Student Brief 11 appeared first on CX University. Brief

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[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 will discuss learnings from their recent study, and share her insights on the state of Customer Education. They'll dig into key findings so you can benchmark against industry trends and understand how your strategy and metrics compare.

Digital Business: Bosch Connected World 2019 Analysis

Forrester's Customer Insights

Bosch Connected World – Bosch’s premier customer and partner event held annually in Berlin – has become a destination event for European IoT professionals.

How Banks Are Missing the Mark With Data Management

datastax

The banking and financial services sector has been on the front line of digital transformation— and as a result, banks have an incredible amount of customer data and transactional data on-hand. Many banks have put that data to good use and readily embraced data-driven applications to keep up with consumer demand. Still, many banks are completely missing the mark when it comes to how they’re managing that data.

Here’s Your Inside Look into the Future of Digital-First Customer Service

NICE inContact

Digital-first customer service is no longer a nice option or a fun perk. It’s what today’s customers have come to expect: meeting them where they are, on the channel they want, on their timeline. Is your contact center keeping up?