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

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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Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

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.

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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.,

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

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.

What is White-Label Reputation Management?

ReviewTrackers

Reviews

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 78

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.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

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.

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

What is White-Label Reputation Management?

ReviewTrackers

Reviews

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 62

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

CEO’s Guide to Growth through Customer Experience Alignment

ClearAction

CEO’s Guide to Growth through Customer Experience Alignment Lynn Hunsaker. Organizational agility — to profitably seize evolving opportunities and allay emerging threats — depends upon managers aligning daily decisions with core customers’ expectations and your corporate strategy.

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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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.

Personalized Customer Experience with All-In-One Voice, Video, Chat, Contact Center

Reliable communications are mission critical in today’s business environment. Customers are increasingly selective, and companies compete on the customer experience. Incorporating integrated communications as a key component is driving high returns.

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.

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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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!

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.