InMoment XI
NOVEMBER 14, 2017
When setting up customer experience (CX) programs our clients often ask, “How big of a sample do we need to get representative data”? Like all good researchers our answer is usually, “It depends”. While technically true, that answer is not always helpful. Below I will argue that for most CX programs you probably don’t want. View Article.
NICE inContact
NOVEMBER 14, 2017
Average talk time (ATT) is often a neglected little contact center metric. Overshadowed by its bigger, louder counterpart, Average handle time (AHT), it often stays in the background, waiting for someone to notice it and realize its potential. Let’s get something straight right off the bat—ATT and AHT are different, and serve distinct purposes. While average handle time takes into consideration things like hold time, wrap up work and anything else related to the interaction, average talk time is
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InMoment XI
NOVEMBER 14, 2017
When setting up customer experience (CX) programs our clients often ask, “How big of a sample do we need to get representative data”? Like all good researchers our answer is usually, “It depends”. While technically true, that answer is not always helpful. Below I will argue that for most CX programs you probably don’t want.
NICE inContact
NOVEMBER 14, 2017
Average talk time (ATT) is often a neglected little contact center metric. Overshadowed by its bigger, louder counterpart, Average handle time (AHT), it often stays in the background, waiting for someone to notice it and realize its potential. Let’s get something straight right off the bat—ATT and AHT are different, and serve distinct purposes. While average handle time takes into consideration things like hold time, wrap up work and anything else related to the interaction, average talk time is
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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.
Uniphore
NOVEMBER 14, 2017
The verdict came by email. Martha Mitchell learned that her request for 10 customer service agents was denied. All managers were expected to “Do more with less”. As director of customer experience, Martha was responsible for the contact center of 300 agents and a product support team of 20. She understood that there were only two ways to do “more with less.”.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Michelli Experience
NOVEMBER 14, 2017
When I was asked to do a TEDx talk about a year ago, I keyed in on the message that your brand (be that your individual brand or your corporate brand) is little more than “what people say about you when you are not around.”. In keeping with that message, I am excited to be blogging about one of my favorite leadership brands – Ed Mady and to use Ed as an example of the importance of creating signature moments that frame those “out of earshot” conversations.
Beyond Philosophy
NOVEMBER 14, 2017
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. Richard Branson and Herb Kelleher never studied HR theory or staff management principles. That said, they’ve proven to be pretty good at it. Both understand (in the case of Sir Richard at Virgin Group) and understood (in the case of Herb Kelleher at Southwest Airlines) the value of putting people and customers first, HR practice second.
ShepHyken
NOVEMBER 14, 2017
Turn One-Time Purchasers Into Lifelong Customers. Shep Hyken Interviews Joey Coleman, Author of “Never Lose a Customer Again”. How would you like to never lose a customer again? Award-winning speaker Joey Coleman shares the secrets behind not only gaining new customers, but also how to make them customers for life. He shares his 100 Days principle, and discusses his new book “Never Lose a Customer Again.”.
Sampson Lee
NOVEMBER 14, 2017
A few years ago, I took a summer vacation to Disneyland Hong Kong with my extended family, a total of 13 people including my 15-year-old teenage son and my 86-year-old father-in-law (note 1). There were many laughs and lots of effort expended during this vacation, but there was one defining moment. We all found it […].
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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.
ClearAction
NOVEMBER 14, 2017
Customer Experience ROI Opportunities on B2B Touchpoints Lynn Hunsaker. Are you accelerating repurchases through your customer experience touch-points with industrial customers? What’s unique in business-to-business customer experience is the extensive interactions between the customer and supplier companies for a long time after the initial purchase.
Myra Golden
NOVEMBER 14, 2017
Now and then someone comes along with an idea, and specific ways to implement that plan, that can truly make a difference for everyone who uses it. And that’s precisely what I’ve done with this new program: My All-New Telephone Skills Training eLearning Course . In this online training, I teach your employees absolutely everything they need to know to deliver a warm and friendly customer experience, to control calls and pre-empt escalations.
Truthlab
NOVEMBER 14, 2017
Reading Time: 2 minutes 3 reasons to perform an external Usability Test Performing usability testing of your website with people from your company cafeteria and asking them to take a few minutes won’t give you the feedback you need, no matter what you’re trying to save — time, money, or hassle — the payoff isn’t worth it. You may […]. The post Usability Testing: Don’t Eat the Dog Food appeared first on truthlab.
Alliance by IFS
NOVEMBER 14, 2017
Astea Recognized for Delivering Innovative Cloud Technology and Empowering Service Organizations to Embrace New Business Models . Today we are proud to announce that Astea has been named one of the 10 Fastest Growing SaaS Solution Providers for 2017 by The Silicon Review Magazine. The publication selected Astea International based on its technology fluency, strong customer connections, tactical strategies, problem solving techniques and its belief in true innovation.
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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,
Myra Golden
NOVEMBER 14, 2017
I was trying to check in for my American Airlines flight on my phone. I was able to get one boarding pass, but not the other. After several failed attempts, I called American and explained my problem. I was transferred quickly, and the person I ended up with looked into my itinerary and then she said: “Ms. Golden, this is a system error. You’re checked in all the way through to Tulsa.
Kapta Customer Success
NOVEMBER 14, 2017
Customer Success software is an excellent addition to any business’s sales and CRM systems. It allows users to track their customers’ data which in turn helps the client succeed while retaining them for the long-term. For years, Customer Success software has been marketed as a solution for SaaS companies and startups in the technology sector. While it is a perfect tool for these businesses, Customer Success software can be used by any business seeking to retain customers and expand their p
InboxAI
NOVEMBER 14, 2017
This blog is about data driven sales intelligence. Opportunity win rate, in the SaaS industry, is around 30%-40%. It means that a typical sales person spends more than 25 hours a week working on eventually lost opportunities. Some of it cannot obviously be avoided. It is the cost of developing opportunities. It takes time to know that an opportunity is a looser.
Talkdesk
NOVEMBER 14, 2017
Finding the right contact center solution for your company can feel overwhelming with so many competitive offerings in the industry. To help you narrow down the field, Gartner compiled the Contact Center as a Service (CCaaS) Magic Quadrant , a summary of the solutions at the most mature end of the industry. The report evaluated the 11 top competitors across the CCaaS industry on completeness of vision and ability to execute and placed them into one of four categories.
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.
InboxAI
NOVEMBER 14, 2017
This blog is about data driven sales intelligence. Opportunity win rate, in the SaaS industry, is around 30%-40%. It means that a typical sales person spends more than 25 hours a week working on eventually lost opportunities. Some of it cannot obviously be avoided. It is the cost of developing opportunities. It takes time to know that an opportunity is a looser.
Brad Cleveland Blog
NOVEMBER 14, 2017
Customer advocacy is one of those terms that can be confusing. Does the customer advocate for us, the business? Or is it the other way around? One of the past issues of The Edge of Service™ Newsletter suggests the answers to these questions is both!
Peter Lavers
NOVEMBER 14, 2017
In this guest blog our friend and Associate Paul Laughlin considers which are the most important skills needed by analysts or data scientists. It’s an interesting question to ponder. It is tempting to fall back on technical basics, like statistical knowledge & software or coding skills. But most graduate data scientists or experienced analysts will be screened for those at recruitment.
Customer Alignment
NOVEMBER 14, 2017
Is Black Friday a wise and significant event for retailers? Are consumers still buying into it now that it has become a weekend-long event? Even though 21% of shoppers say they have never missed participating in Black Friday shopping, some retailers in the UK chose not to participate. Retailers vary in their appetite for Black Friday. Apple, not known for moving on price, traditionally hasn’t taken part.
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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.
inSided
NOVEMBER 14, 2017
Phone use for customer service is decreasing. We explain why - and help you understand what you can do about this major shift.
Grade.us
NOVEMBER 14, 2017
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Brad Cleveland Blog
NOVEMBER 14, 2017
Customer advocacy is one of those terms that can be confusing. Does the customer advocate for us, the business? Or is it the other way around? One of the past issues of The Edge of Service® Newsletter suggests the answers … Continue reading → The post Customer Advocacy: An Essential Ingredient appeared first on Brad Cleveland.
Upwave
NOVEMBER 14, 2017
As covered by MediaPost and Marketing Dive , Survata recently released a study showing which ad platforms rank highly for trust, relevancy, buying, and discovery by consumers.
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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?
Brad Cleveland Blog
NOVEMBER 14, 2017
Customer advocacy is one of those terms that can be confusing. Does the customer advocate for us, the business? Or is it the other way around? One of the past issues of The Edge of Service® Newsletter suggests the answers to these questions is both!
Comm100
NOVEMBER 14, 2017
This week, EA made a splash on Reddit by posting what would become the least popular comment in the site’s history —with over 680,000 users downvoting EA’s reply to a Reddit thread about the role of microtransactions in the upcoming video game Star Wars Battlefront 2. A thread entitled “Seriously? I paid 80$ to have Vader locked?” ignited a fierce outcry from users who were unhappy that some of the game’s core heroes, like Luke Skywalker and Darth Vader, were locked to pl
Promoter.io
NOVEMBER 14, 2017
Unless you’ve been sitting under a rock for the past week, you’ve likely seen a headline or two about Papa John’s latest debacle. After their quarterly earnings report came out recently, investors reacted negatively causing the stock to drop significantly in a single day. But that wasn’t the big news. The notable frontman, Founder and […]. The post What Papa John’s and Domino’s Can Show Us About The Dangers of Negative Customer Sentiment appeared first on Promoter.io Blog.
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