Mon.Aug 12, 2019

Advertising Audiences: How Businesses Can Use Location-Based Audiences to Improve ROI

Gravy Analytics

It seems like a simple enough concept. Your business has a product to sell and a particular audience that is most likely to buy it. You create an ad and deliver it to your target audience. But nothing happens. You get impressions, but few to no clicks, foot traffic, or attributable sales.

How to Fine Tune Your Customer Journey Mapping

Quadient

When an organization has a client base that is composed of multiple generations it’s easy to make assumptions about the desires and wants of each generation based on generalities. Doing this, however, would be unwise. For example, not every member of an older generation prefers to speak to a live person and not every member at the younger end of the target audience spectrum wants to conduct all of their business over a smartphone

How Does Coaching Boost Productivity in the Workplace

PlayVox

Want to improve your team’s productivity and unlock every employee’s full potential? One of the simplest and best ways to drive your team to greatness is coaching.

The Importance of Customer Satisfaction

Lumoa

The importance of customer satisfaction is generally taken for granted. If you don’t have a solid understanding of why customer satisfaction is important, you risk undervaluing it. Here are five reasons why customer satisfaction is important. Feed generated with FetchRSS

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

Workforce Management Basics in Today’s Contact Center: Part 1

NICE inContact

For seasoned workforce managers, predicting contact volumes and creating perfect schedules are second nature – even although, to those of us on the outside, they seem to speak a whole different contact center language!

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The Best Ways To Improve Innovation With Better Ideation & Insights

C3Centricity

One of the most frequent questions I get asked by my clients is how they can improve their innovation. . Whether they are large or small, global or local, they all want to their new products and services to be more successful.

Workforce Management Basics in Today’s Contact Center: Part 1

NICE inContact

For seasoned workforce managers, predicting contact volumes and creating perfect schedules are second nature – even although, to those of us on the outside, they seem to speak a whole different contact center language! Workforce management can be overwhelming and confusing for those thrown into the Workforce Management trenches for the first time.

A Story of Availability, Convenience, and Consistency

Steve DiGioia

and donuts! I pulled into the Dunkin’ Donuts drive-thru and asked the man on the intercom if he had any glazed donuts. He said, “Sorry, we don’t have any more donuts”. WHAT? I know this was at 11 pm on a Saturday night but how can you not have any donuts? Isn’t that what you do?

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5 Top Customer Service Articles for the Week of August 12, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various 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. Everyone Hates Customer Service. This Is Why. by Sharon Terlep.

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

How to Create and Use A Google Review Link

ReviewTrackers

One of the most effective ways to improve your search ranking on Google is to get more and better online reviews with the help of a Google My Business reviews link. Google reviews can increase a business’ online reputation and attract more customers.

How Integrated Solutions Yield Superior Medical Device Field Servicing

Astea

Physicians, hospitals, and patients call on medical device service organizations to keep equipment functioning properly and safely.

Ignoring How Employee Ratings impact Your Company Story?

One Millimeter Mindset

Employee ratings are visible to everyone, courtesy of online hiring sites. For starters, these ratings serve as testimonials, for better or for worse, about employee experience at your company. Second, ponder the stories former employees have to tell about the inner workings of your organization.

How to Create and Use A Google Review Link

ReviewTrackers

One of the most effective ways to improve your search ranking on Google is to get more and better online reviews with the help of a Google My Business reviews link. Google reviews can increase a business’ online reputation and attract more customers.

How to Cut the High Cost of Contact Center Agent Attrition

Agent attrition has always been a burden on a company’s bottom line. When turnover runs rampant in the contact center, institutional knowledge is lost, productivity drops, the quality of service decreases, and employee engagement and morale go down. This white paper takes an in-depth look at the problem and explains how outsourcing can be used to fix it.

The complaining habits of those in the consumer world – James Dodkins

Helen Dewdney

A series of interviews by The Complaining Cow. In my series of interviews with people in the consumer world regarding their complaining habits, today sees the turn of James Dodkins. James Dodkins’ complaining habits. 1) Generally, do you complain to a company regarding a faulty item?

Top 3 Customer Experience Metrics You Absolutely Need To Be Tracking

Survicate

The post Top 3 Customer Experience Metrics You Absolutely Need To Be Tracking appeared first on Survicate. User feedback

7 Indicators Your Brand’s Marketing Requires Rethinking

NetBase

Brand marketing isn’t easy. Rather, exceptional brand marketing isn’t. The basic stuff is everywhere. How do you know if your brand’s marketing requires rethinking? We have seven social listening indicators that will make this crystal clear. Here we go! #1.

Is it time to break Dunbar's Number and make customers your friends?

MyCustomer

Engagement. Can you treat customers like they're your friends

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

Artificial Intelligence: what is hidden under the layer of magic

Hello Customer

Artificial Intelligence Featured

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4 Reasons Why You Can’t Afford a Bad Customer Experience

Survicate

The post 4 Reasons Why You Can’t Afford a Bad Customer Experience appeared first on Survicate. Best Practices

Campaigns We Love: Volkswagen’s “Hello Light” & “Drive Bigger”

Gravy Analytics

Volkswagen, best-known in the U.S. for its iconic VW Beetle and VW Bus, nearly ruined its brand with a diesel emissions scandal 4 years ago. Their latest ad campaign, “Drive Bigger”, does something that we don’t often see automakers do: own up to past errors.

Make customer service a pillar of your company culture and success will follow

inSided

It's no secret that top-notch customer service needs to be a mainstay in any organisation. Check out this guest post from G2 on the importance of integrating customer service as a pillar of your company culture.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

Customer Service Starts With Healthy Employees

CSM Magazine

Customer service is one of those areas where it’s either great or terrible with little or nothing between the two extremes. The representatives are either knowledgeable about their products and services or they don’t have the first clue what they’re doing.

Quantifying Benefits of CCM, CX

Topdown

Forrester Research and other firms have found that delivering a customer experience (CX) with ease, effectiveness, and emotion drives higher revenues and profitability versus industry peers. That explains why CX has gotten a lot of attention (or at least lip service) from C-suite executives and board members. Strategy Customer Experience Customer Communications Digital Experience

Burning Questions: Are We Over-Engineering CX in 2019?

Smarter CX

As part of our Burning Questions series , SmarterCX sat down with some of the top CX minds at Oracle’s ModernCX 2019 to discuss if things are getting too creepy for the customer.

Topdown Announces Partnership to Bring Cloud-Native Customer Communications Management Solutions to the Global Market

Topdown

ROCKVILLE, Maryland, USA — Top Down Systems Corporation (“Topdown”), a leading developer of customer communication management (CCM) software applications, and Infosys, Ltd. Infosys”), a global leader in next-generation digital services and consulting, announced today that they are teaming up to provide 100% cloud-based CCM solutions which will help companies across the globe accelerate their digital transformation efforts.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

How Leaders Can Impact Team Culture for True Digital Adoption

Brandwatch CX

FORRward: A Weekly Read For Tech And Marketing Execs

Forrester's Customer Insights

Salesforce Crosses The Physical-Digital Divide With ClickSoftware Acquisition Salesforce signed a definitive agreement to acquire Israeli field service software firm ClickSoftware for approximately $1.35 billion.

Peanut Allergies Suck. Here’s How Brands Can Turn the Conversation Around

Brandwatch CX