InMoment XI
JULY 25, 2016
It’s summer in Wisconsin – you know, that season where we Cheeseheads emerge from our homes, reacquaint ourselves with our neighbors, and admire how tall each other’s kids have gotten after 6 months of hibernation. This also means that my family and I try to get out for an evening walk on those rare nights. View Article.
Steve DiGioia
JULY 25, 2016
because when you prepare well calmness will take over. This original article was written by Steve DiGioia. It takes much to be successful in the customer service industry. Today’s shoppers are a hardened bunch. More than ever before they are knowledgeable, deliberate in their price negotiations and not afraid to uphold their expectations. Do you have customer service courage?
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InMoment XI
JULY 25, 2016
It’s summer in Wisconsin – you know, that season where we Cheeseheads emerge from our homes, reacquaint ourselves with our neighbors, and admire how tall each other’s kids have gotten after 6 months of hibernation. This also means that my family and I try to get out for an evening walk on those rare nights.
Vonage
JULY 25, 2016
For centuries, information about products and services was controlled by businesses. However, after the internet changed the world, businesses now operate in an environment where that power has slowly shifted into the hands of the consumer. Today’s connected shoppers have access to an unprecedented volume of information, which, in turn, has allowed them to take near full control of the customer experience.
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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.
InMoment XI
JULY 25, 2016
It’s summer in Wisconsin – you know, that season where we Cheeseheads emerge from our homes, reacquaint ourselves with our neighbors, and admire how tall each other’s kids have gotten after 6 months of hibernation. This also means that my family and I try to get out for an evening walk on those rare nights.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
ShepHyken
JULY 25, 2016
Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. The omni-channel strategy for customer service part 1: email by Heerd. (Heerd) If you’re finding your interactions with customers over email tend to end negatively or that you’re always on the back foot, perhaps this list of the essential practices of email customer service can help!
Amity
JULY 25, 2016
You’ve succeeded at putting a Customer Success team in place. They are showing results to your bottom line, adoption is growing and trials are converting. It’s a well-oiled machine – but is it perfect? It’s probably pretty close. But like all departments within any organization, there is always room for improvement – especially as your SaaS offering evolves and your customer base grows.
Forrester
JULY 25, 2016
In a previous blog post about the Customer Experience Index for US brands In 2016 , Harley Manning contrasted the rising tide of CX quality with the stagnation among top brands. In this post I'll explore another big finding from our research: CX-fueled digital disruption. In this year's CX Index results we found that: Read more.
Think Customers
JULY 25, 2016
This morning's announcement from Verizon about its bid to purchase Yahoo Inc. for $5 billion comes as no surprise. Under the leadership of CEO Lowell McAdam, the company has been actively putting the pieces in place to undergo a digital transformation--one that will enable the company to earn revenue from digital advertising, largely on mobile devices. . .
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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.
Influitive
JULY 25, 2016
In business, the perfect balance of efficiency, hard data, and quantifiable ROI is what drives success. Obtaining each element of this trifecta, however, has been difficult for PR experts. Our projects are often full of red tape and middlemen, our data is usually more qualitative than quantitative, and you may recall a blank stare or. The post Do You Know What Your PR Is Worth?
Provide Support
JULY 25, 2016
Ditch the Script: How to Personalize Real-Time Customer Service. Today we are pleased to share a guest posting by Stephan Delbos , a social customer service expert from Brand Embassy. Every actor’s worst nightmare is forgetting their lines. Just imagine it: you’re standing in front of a crowd of hundreds, deep into the Second Act of The Importance of Being Earnest. and suddenly, your mind goes blank.
Avaya
JULY 25, 2016
Distributed organizations face both internal and external challenges as they look to evolve their wide-area networks. How do they seamlessly extend their network virtualization all the way to branch/remote locations? And how do they provide the agility needed to accommodate the transition to Cloud and SaaS deployments? Today, I’m happy to share details of an integrated solution that solves both challenges.
Talkdesk
JULY 25, 2016
Whether you’re a new recruit to call center work or a veteran who has always used on-premise solutions, the concept of VoIP can be a little confusing. In this post, we’ll dissect the meaning behind this acronym by drawing from existing information on the topic. What is VoIP? “Voice over Internet Protocol (VoIP), is a technology that allows you to make voice calls using a broadband Internet connection instead of a regular (or analog) phone line.
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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,
COPC
JULY 25, 2016
Posting 2 of 2 in a Series—Call Center Best Practices for Recruiting, Hiring and Training. In our first posting regarding call center best practices for recruiting, hiring and training, we discussed why it is important to determine your minimum requirements for key positions in your call cente r. We detailed why this strategy is crucial to improving performance and providing a superior customer experience.
Up Your Service
JULY 25, 2016
Imagine doubling or tripling your available reading time without adding hours to your day? I discovered audiobooks a few years ago and now read (well, listen) to several hours of books every day – while exercising, while walking, while traveling. Now “downtime” has become truly enjoyed and appreciated reading time. And just like home where I have several books open at the same time, I keep several audiobooks open and choose what to listen to based on my mood and interests in the mome
Customer Interactions
JULY 25, 2016
Customer Insight, Root-Cause Analysis Mean No More Playing Games with CX
Up Your Service
JULY 25, 2016
Imagine doubling or tripling your available reading time without adding hours to your day? I discovered audiobooks a few years ago and now read (well, listen) to several hours of books every day – while exercising, while walking, while traveling. Now “downtime” has become truly enjoyed and appreciated reading time. And just like home where I have several books open at the same time, I keep several audiobooks open and choose what to listen to based on my mood and interests in the mome
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.
Tricia Morris
JULY 25, 2016
Delighting customers is not the key to consistently satisfying customer service. One, it’s hard to do consistently. Two, if you do it consistently, it stops being delightful and starts being an expectation. But customers don’t expect (or evenly necessarily want) to be delighted every time they engage for customer service. They usually just want the fastest resolution possible with the least amount of effort.
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