Fri.Aug 16, 2019

Is Your Customer Engagement Really Customer-Centric?

ClearAction

Is Your Customer Engagement Really Customer-Centric? Lynn Hunsaker. Customer engagement can yield short-term or long-term rewards or penalties, depending on how customer-centric they are. Are you tracking all of these?

Are You Taking a Data-driven Approach to Managing Customer Support?

Team Support

There’s no way around it – in the modern business world, companies need data from all areas of their business to keep up. One industry that hasn’t typically been at the forefront of the data revolution is customer support.

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The telephone is a dying communication channel. And it’s being killed by robocalls.

Comm100

My phone rings. It’s a mobile number, and I’m expecting a call. I pick up the phone. An automated voice responds: “We are calling to inform you that the IRS has filed a lawsuit against you…”. I hang up, frustrated, and block the number. I’ve heard this same message all month long.

The Benefits of Using Celebration Alerts in CX Surveys

MaritzCX

Encouraging Customer Response by Focusing on the Positive Recent MaritzCX studies show that voice of the customer (VoC) survey respondents who are prompted to share a positive or “celebration” comment during the survey are 5 times more likely to provide feedback.

Survey 260

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.

Consumer Demands are Changing Faster than Ever. Is your Contact Center Keeping Up?

NICE inContact

Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. In light of fast-changing customer demands, is your contact center keeping up? It used to be possible to win with a top product or a competitive price, but more than ever, customer experience is now top of mind for consumers — and crucial for bottom-line growth.

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Consumer Demands are Changing Faster than Ever. Is your Contact Center Keeping Up?

NICE inContact

Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. In light of fast-changing customer demands, is your contact center keeping up?

Astea International Sponsors Field Service Amelia Island 2019

Astea

Astea showcases its new integrated field service management and Internet of Things solution at Booth #200. Amelia Island, FL (August 16, 2019) — Astea International Inc.,

Contact Center Agents – Soaring up From Heroes to Super Heroes

NICE inContact

Agents remain the most critical resource in any contact center. But, every contact center continues to struggle with big challenges when it comes to engaging, motivating and retaining agents. Agent turn over continues to soar at over 30-45%, more than double the average of all industries ( Research, The Quality Assurance & Training Connection ). Today’s agents are clearly the heroes of the contact center – managing angry customers, solving complex problems and juggling multiple systems.

Get NetBase LIVE in LA & NY on Your Calendar Now!

NetBase

As the weather cools off, holiday shopping heats up, along with brand competition. Our NetBase LIVE conferences in Los Angeles and New York will have you in fighting shape to end 2019 on a high note! Are you ready to enter the new era in social analytics ?

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.

Contact Center Agents – Soaring up From Heroes to Super Heroes

NICE inContact

Agents remain the most critical resource in any contact center. But, every contact center continues to struggle with big challenges when it comes to engaging, motivating and retaining agents. Agent turn over continues to soar at over 30-45%, more than double the average of all industries ( Research, The Quality Assurance & Training Connection ). Today’s agents are clearly the hero of contact center – managing angry customers, solving complex problems and juggling multiple systems.

How To Use AI for Better Customer Engagement to Boost Sales

SurveySparrow

We can safely say that “Artificial intelligence has taken the business world by storm.” ” It has evolved into one of the most powerful business tools in the world. AI can be defined as nothing but a disruptive technology that is changing the way businesses do pretty much everything.

Sales 67

Ready for Vacation? 4 Tips to Help Every CSM Relax & Disconnect

ChurnZero

Author: Alexander Weihmann. As a member of the ChurnZero team, I’m lucky enough to work only a few desks away from our Customer Success Managers (CSMs). Summer vacation mode is in full swing, and many of my colleagues have planned trips to destinations near and far.

Tips 62

Discover Your Relationship Types and How to Use Them

Beyond Philosophy

Relationship Types and How to Use Them. We act differently in our various relationships. We have a way we operate at work or school; we act a certain way in public and another way with our friends and family. The difference is the type of relationship we have with the other people involved.

The Definitive Guide to Customer Education Metrics

As you build and scale your customer education program, the right data can help you identify patterns, make evidence-based decisions, and adapt strategy to meet business goals. In this eBook, Skilljar will share the data and metrics best practices that have helped their customers meet program goals and communicate business impact.

Are we making it too complicated when trying to improve the customer experience?

Innovative CX

I’m continually amazed how difficult it is to do business with organizations of all sizes across a variety of industries. For some reason, when we walk through the doors of our organizations, we sometimes forget that we too are consumers.

B2C 52

Why Using a VPN Service Is Crucial for Customer Service Professionals

CSM Magazine

You’ve probably heard that it’s essential for businesses to use a VPN to protect their data. What you might not know is that using a VPN is just as crucial for customer service professionals. This is because they are the employees who deal most directly with clients.

Revlon’s Cautionary Tale: The Changing Nature Of Influencer Marketing

Forrester's Customer Insights

A Giant In Trouble: Revlon Considers A Sale Cosmetic giant Revlon is exploring the sale of all or some of its business amid lackluster sales and a crushing debt of $3 billion.

Sales 48

What is digital CX? The digital customer experience journey

delighted

The fast rise of digital channels where consumers can engage with or talk about your brand has created loads of challenges. 71% of consumers want a consistent experience across all channels, but only 29% say they actually get it. Consumers will leave your business altogether if they aren’t getting a personalized experience across channels. 33% of consumers who ended their relationship with a company in 2018 did so because the experience wasn’t personalized enough.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

The Insights Beat: The Times They Are A-Changin’

Forrester's Customer Insights

Come gather ’round, people, wherever you roam And admit that the waters around you have grown And accept it that soon you’ll be drenched to the bone If your time to you is worth savin’ Then you better start swimmin’ or you’ll sink like a stone For the times they are a-changin’ — Bob Dylan The […]. advanced analytics age of the customer business intelligence customer analytics data governance data insights ambient data governance insights-driven city location intelligence

Loyalty personalization: harness deep insight through partner brands

Currency Alliance

Loyalty programs once enabled relatively personalized marketing. From a standing start of zero customer data some 20 years ago, brands became able to incentivize desired behaviors in highly-predictable customer segments.

4 Tech Tools for Back to School

Smarter CX

It’s back to school time — for children and some adults. With this season comes a big schedule change. No longer are beach days marking the calendar, but early wake-ups and homework after school. The change of routine means that families and teachers need all the help they can get. What’s the best tech to keep everyone organized, learning, and enjoying the school year? We take a look at a few modern tech tools for back to school season. Video as social class participation.

Tools 48