Retently

MAY 25, 2022

While many people think of Net Promoter Score® surveys as revolving around a simple 0 to 10 rating scale, the reality is that there are two sides to NPS® — the quantitative (the rating) and the qualitative side (the feedback). Just like few things are more frustrating for the average person than sending an email without getting a response, few things are as discouraging for a customer satisfaction expert as sending an NPS survey and receiving a score without any qualitative feedback.

NPS 141

NPS Net Promoter Score Feedback How To 141

CX Accelerator

MAY 25, 2022

Written by Jenny Dempsey, 5.25.2022 You don’t actually want to contact customer support. If you have to, this means you have a problem or an unanswered question. You can’t find the answer in the knowledge base on the company website, instruction book or the FAQs. When you do reach out, you want to know that you’re in good hands and that an answer or resolution to your issue is waiting at the end of that interaction.

Self Service 316

Self Service Social Media Knowledge Base Contact Center 316

Comm100

MAY 25, 2022

In the past few years, massive social changes have upset the business community. These changes have occurred across industries and have accelerated the adoption of new technologies. Further social upheavals amongst workers and customer expectations have also occurred. Ultimately, customer service and contact centers have not been immune to these changes.

Contact Center 130

Contact Center Customer Service Omni-Channel Social Media 130

Beyond Philosophy

MAY 25, 2022

The contact center at many organizations doesn’t get the strategic consideration it deserves. My former contact center team at British Telecom seemed to be viewed primarily as a cost center, a necessary expense. As a result, their team was always pressured to streamline staffing, coached to be as efficient as possible with multiple priorities, and designed to generate the least amount of cost.

Contact Center 148

Contact Center Interaction Self Service Consulting 148

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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

Customers

The DiJulius Group

MAY 25, 2022

Episode 087: Mastering Employee Engagement Jared Green is a speaker, author, and executive coach. He is known for bridging the gap between human engagement and organizational development through his company, Engage 365. Jared’s mission is to reimagine and redesign the employee experience with people strategies that best support business strategies. Jared’s company and his mission.

Employee Engagement 101

Employee Engagement Engagement Employee Experience Groups 101

dscout People Nerds

MAY 25, 2022

Tapping the unmet needs of users is a hidden gold mine. So, what’s the right approach to get that valuable information? We have a few tips.

Tips 105

Tips 105

Zeisler Consulting

MAY 25, 2022

A while back, one of my service providers sent me an invitation to fill out a survey. As I’ve stated before , sometimes CX people can be the best or the worst when it comes to such things. I will usually only fill out a survey when I know that I have something positive to say about an experience. If I have an issue, I’ll usually directly contact the brand and give them some (hopefully, from my perspective at least, constructive) feedback on how they could do better.

Survey 72

Survey Course Policies Brands 72

InnerTrends

MAY 25, 2022

Creating an onboarding tour is not a set-and-forget task. Use data-backed insights to continuously iterate and improve.

How To 92

How To Data Analytics 92

ShepHyken

MAY 25, 2022

Just the other night, my wife and I joined some friends for a nice dinner. The server, who may still have been in high school, was taking our order. She looked at my wife and asked, “Honey, what would you like?” . When the server walked away, my friend said to Cindy, “Don’t you hate when someone other than your husband refers to you as ‘honey’?” .

Customer Service Training 67

Customer Service Training Training Customers Customer Service 67

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Communication

Thematic

MAY 25, 2022

Emma Glazer admits she is a little obsessive about gathering and monitoring customer feedback. It’s a fixation that comes with her job. As a marketing director at the largest online food delivery company in the US, Emma needs to understand exactly what drives the DoorDash delivery drivers. She is on a quest to grasp exactly what matters most to these drivers – or Dashers – who are her customers.

Net Promoter Score 62

Net Promoter Score Effort Score NPS Feedback 62

Doing CX Right

MAY 25, 2022

Jim Knight, Best-Selling Author (Culture That Rocks, & Leadership That Rocks) explains how to make employees feel like rockstars and customers love and advocate for your brand more than any other. The post Making Your Brand Tattoo-Worthy appeared first on Doing CX Right.

Brands 64

Brands Leadership Culture How To 64

dscout People Nerds

MAY 25, 2022

Sometimes you don’t have the luxury to work with large sample sizes. Using triangulation in a strategic way can help make up for that.

Data 69

Data 69

CustomerSuccessBox

MAY 25, 2022

Customer retention is an essential component of any successful B2B SaaS firm. While keeping your clients satisfied can feel like a challenge at times, churn is frequently caused by mistakes in the onboarding process. The initial few interactions a customer has with your firm are crucial to their overall satisfaction with your product. You’ll see higher retention and upsell with a good and well-planned onboarding strategy in place.

Sales 52

Sales Social Media Customers Measurement 52

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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,

Tips

Grupo Noa

MAY 25, 2022

Have you been thinking about outsourcing your inbound calls to a call center service provider? Customer affinity and communication are two of the most important pillars on which a successful business rests. Whenever customers have some issue, they seek instant solutions to the problem. Having a strong inbound call center team allows your business to use it as an excellent opportunity to build a strong relationship.

Call Center 52

Call Center How To Communication Customer Satisfaction 52

Education Services Group

MAY 25, 2022

Speaker: Jay Nathan , Chief Customer Officer of Higher Logic & Co- Founder of Gain Grow Retain . Having co-founded the massively popular CS community, Gain Grow Retain, and as Higher Logic’s Chief Customer Officer, Jay Nathan has a wealth of knowledge about Customer Communities and how to successfully launch (or revamp) them. We asked him to join us for this month’s webinar to discuss exactly how to do that. .

Chief Customer Officer 52

Chief Customer Officer Multi-Channel Knowledge Base Engagement 52

delighted

MAY 25, 2022

Today, we’re excited to announce the new Delighted + G2 integration. G2 is a software and service review solution with nearly 2 million authentic reviews, and we’re partnering to help businesses collect customer reviews by integrating the survey feedback and review collection process into one frictionless flow. How effective is the G2 + Delighted integration for obtaining reviews?

Survey 52

Survey Feedback Tips Policies 52

CSM Magazine

MAY 25, 2022

Leading global provider of customer experience (CX) and business solutions, Webhelp , has been chosen by The Sandbox , a leading decentralized gaming virtual world and a subsidiary of Animoca Brands , as a partner to help build community engagement both inside and outside the game environment. The partnership will see Webhelp provide The Sandbox gaming community with in-game support services, helping onboard and safeguard the players, creators, and partners.

Engagement 52

Engagement Entertainment Social Media Groups 52

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

Retail

Vanilla Forums

MAY 25, 2022

Earlier this year, we released an eBook titled The State of Customer Success 2022. Within that book, we spoke to multiple customer success leaders who discussed the advent of customer marketing as a customer success responsibility.

Customer Success 52

Customer Success Marketing eBook Customers 52

CSM Magazine

MAY 25, 2022

The use of artificial intelligence (AI) in the recruitment process has benefited the hiring practices of many customer service organizations. This is made possible by streamlining the screening of potential candidates in several areas, which include evaluating personality, adaptability to the workforce culture, and, most importantly, skills. Studies have shown that utilizing AI tools to carry out skills assessments creates a more balanced review of applicants and can pull in the best talent in t

Customer Service 52

Customer Service Gamification Culture Study 52

SurveySensum

MAY 25, 2022

What are CATI interviews? CATI interview (Computer Aided Telephone Interview) is a surveying approach where an agent or interviewer carries out surveys over phone calls. The interviewer uses an electronic device such as a laptop, computer, or smartphone and reads out a predefined set of questions or scripts to the respondent. And they record the responses either manually or automatically using the software. .

Automotive 52

Automotive Survey Software Marketing 52

CSM Magazine

MAY 25, 2022

Zenarate AI Coach continues to transform how the world’s leading brands in financial services, BPOs, healthcare, travel, technology, and services industries use AI Conversation Simulation to develop top-performing agents in 12 languages around the world. Zenarate , the industry’s leading AI conversation simulation solution, today launched Concurrent Chat Simulation in Zenarate’s AI Coach platform.

Contact Center 52

Contact Center Healthcare Travel Financial 52

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Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.

Training

Forrester's Customer Insights

MAY 25, 2022

Gap is the latest brand to set up shop on Roblox. But despite what the headlines say, the brand isn’t activating in the metaverse — it doesn’t exist today. No singular immersive platform is the metaverse yet. And that’s okay. While the actual metaverse is years away, now is a good time for brands to […].

Brands 48

Brands B2C Marketing Customers 48

CSM Magazine

MAY 25, 2022

Solo employees need their own set of regulations and procedures to follow in order to guarantee they are protected from the myriad of unique dangers they may face. A lone worker policy is an official written document that outlines the dangers that are experienced by lone working personnel as well as the duties of both the employer and employee in ensuring that lone workers may operate in a safe environment.

Policies 52

Policies Training Course Customers 52

My Customer

MAY 25, 2022

TThe number of people with disabilities is rising. Previously thought to represent about 10% of the global population, the WHO now estimates. 25th May 2022. By Doug Cunningham CTO.

Tips 52

Tips 52

2020 Research

MAY 25, 2022

Agile research helps your team move faster, be more flexible, and better understand your customers. An agile research technology makes that possible and repeatable. . In this 25-minute presentation, Luis Carreiro, Vice President of Product, shares how Methodify, Schlesinger Group’s agile research technology, empowers decision-makers to access agile research and realize the benefits above. .

Consumers 52

Consumers Tips Course Technology 52

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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

Customer Experience

My Customer

MAY 25, 2022

THow to spot the difference between true and fake cloud solutions and why it matters for workforce optimisation (WFO) applications. The. 25th May 2022. By Magnus Geverts VP Product Marketing & Management.

Marketing 52

Marketing Management 52

Forrester's Customer Insights

MAY 25, 2022

Gaia-X launched to great fanfare in 2019 as a joint initiative of the German and French governments to reclaim data sovereignty from non-European public cloud providers. Despite hefty promises, production ready services have not been delivered to the market, with customers continuing to wait like poor Godot. While the hype around Gaia-X has fizzled out, […].

Government 26

Government Data Marketing Customers 26

Kustomer

MAY 25, 2022

You read that statistic correctly: 77% of consumers under 25 say that chatbots are helpful, according to Kustomer’s own survey data. What does this mean for the future of customer experience channels? It means that customers today have more support platforms to choose from than ever before and companies have to evolve in coordination with their customers’ expectations. 79% of customer experience (CX) professionals think the role of customer service to fuel business growth will become more

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Chatbots Consumers Social Media Customer Experience 105