Michelli Experience

APRIL 14, 2017

According to Bruce Temkin’s 2016 study , after a positive emotional experience, customers are 15 times more likely to recommend a company. 15 times more likely ! That’s a huge difference. Not surprisingly, emotion analysis is receiving a lot of buzz. But do the current solutions deliver on the key question that companies should be asking themselves: How can we provide a positive emotional experience to our customers?

Analysis 223

Analysis Feedback Effort Score NPS 223

ShepHyken

APRIL 14, 2017

This week on our Friends on Friday guest blog post my colleague, Jaime Scott, writes about how engagement is crucial to delivering an excellent customer service experience. Remember that engaged employees work harder, care more about the company, the people they work with and ultimately care more about the customer. – Shep Hyken. Plagued by rising costs, employee churn, absenteeism and declining standards, contact centers across the world are facing a combination of challenges unprecedented in

Contact Center 82

Contact Center Competitive Advantage Employee Engagement Engagement 82

Michelli Experience

APRIL 14, 2017

According to Bruce Temkin’s 2016 study , after a positive emotional experience, customers are 15 times more likely to recommend a company. 15 times more likely ! That’s a huge difference. Not surprisingly, emotion analysis is receiving a lot of buzz. But do the current solutions deliver on the key question that companies should be asking themselves: How can we provide a positive emotional experience to our customers?

Analysis 100

Analysis Feedback Effort Score NPS 100

eGain Blogs

APRIL 14, 2017

It is that time of the year in the US, and to quote President William Jefferson Clinton, “we feel the pain”. Tax season means high stress, missing documents, lots of questions, and to cap it all, parting with money in many cases. Uncle Bob visiting for Thanksgiving was stressful enough, and now it is Uncle Sam. Fret no more! We are making it easier for you to communicate both with the IRS and HMRC (UK’s IRS)–hope you didn’t get hit with a double whammy, where you had to pay taxes in both p

Communication 60

Communication Customer Experience Customer Engagement Customers 60

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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.

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LiveChat

APRIL 14, 2017

United Airlines is a company that proves that aviation disaster can happen before the plane goes up. A couple of weeks ago, their staff refused to onboard two little girls who were wearing leggings, because their clothing was “not appropriate.” Another, about an 11-old-girl, was forced by the staff to wear a dress on top of her clothing to be allowed pass the gate.

Airlines 48

Airlines Customer Service Social Media Policies 48

West Monroe

APRIL 14, 2017

You can’t fly through life without encountering decisions. Perhaps you entered a grocery store and must decide between: Buying regular apples. Buying organic apples. Perhaps you unexpectedly need to transport crew members on an already-full flight to Louisville and must decide between: Incentivizing passengers to voluntarily give up their seats by offering compensation.

Airlines 40

Airlines Transportation Hospitality Social Media 40

Talkdesk

APRIL 14, 2017

It’s taken five years, but we’ve reached a huge milestone at Talkdesk! Today, the 100 millionth Talkdesk call was made. With this huge milestone behind us and an incredible Opentalk Summit just weeks away, now is a great time to pause and take a look at what we’ve achieved with the first 100 million calls. In five years, Talkdesk has powered 370,680,239 minutes of conversation between companies and their customers.

Contact Center Software 40

Contact Center Software Contact Center Software Tools 40

Waypoint Group

APRIL 14, 2017

Is your Net Promoter survey looking for truth so your company can improve? Or are you merely fishing for compliments? Your customers know the difference. Do you? The literature is filled with explanations of the importance of response rates, and most focus on the notion that with more data come the ability to conduct more sophisticated and more accurate analytical capabilities (i.e. […].

NPS 40

NPS B2B Survey Analytics 40

Talkdesk

APRIL 14, 2017

It’s taken five years, but we’ve reached a huge milestone at Talkdesk! Today, the 100 millionth Talkdesk call was made. With this huge milestone behind us and an incredible Opentalk Summit just weeks away, now is a great time to pause and take a look at what we’ve achieved with the first 100 million calls. In five years, Talkdesk has powered 370,680,239 minutes of conversation between companies and their customers.

Contact Center Software 40

Contact Center Software Contact Center Software Tools 40

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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

Stella Connect

APRIL 14, 2017

The retail mythology world loves to tell this story. A women goes into Nordstrom to return snow tires and they take them back without a receipt. Right now, you are probably not questioning the “without a receipt” part. But you are probably scratching your head over the snow tire part. I didn’t think Nordstrom sold snow tires. You are right, they don’t.

Retail 40

Retail Policies System Culture 40

Brad Cleveland Blog

APRIL 14, 2017

What does quality mean in customer service? What are standards and where do they come from? Take 5 minutes to explore these questions and learn how you can define quality standards in one of my Lynda.com videos. The entire course is … Continue reading → The post Defining Quality in Customer Service appeared first on Brad Cleveland.

Customer Service 26

Customer Service Video Course Customers 26

Brad Cleveland Blog

APRIL 14, 2017

What does quality mean in customer service? What are standards and where do they come from? Take 5 minutes to explore these questions and learn how you can define quality standards in one of my Lynda.com videos. The entire course is titled Quality Standards in Customer Service and is available at LinkedIn Learning.

Customer Service 21

Customer Service Video Course Customers 21

Brad Cleveland Blog

APRIL 14, 2017

What does quality mean in customer service? What are standards and where do they come from? Take 5 minutes to explore these questions and learn how you can define quality standards in one of my Lynda.com videos. The entire course is titled Quality Standards in Customer Service and is available at LinkedIn Learning.

Customer Service 20

Customer Service Video Course Customers 20

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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,

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