NICE inContact

OCTOBER 16, 2018

Some call centers struggle to have a stellar reputation, but it doesn’t have to be that way. Call center representatives are a vital part of the front line, there to help customers when they have questions or problems, and as such, they have the power to strengthen (or weaken) the customer relationship. So, how can you ensure that customers who call your company are given the help that they need and that they exit the call feeling positive about the interaction and the company?

Call Center 260

Call Center Customer Service Self Service Social Media 260

GetFeedback

OCTOBER 16, 2018

Salesforce’s customer relationship management (CRM) tool helps businesses support their customers in a powerful and efficient way by allowing them to combine big data with sophisticated customization. Yet, a tool is only as powerful as the hand that wields it, so it’s important to be cognizant of possible pitfalls that may occur when using a CRM system.

CRM 250

CRM System Data Customer Relationship Management 250

InMoment XI

OCTOBER 16, 2018

TELUS is Canada’s largest healthcare and IT provider. They are also the fastest growing national telecom. However, in 2016, TELUS’ CX program was fragmented. They set to work and less than 18 months later, they turned their CX program around and saved $1 million year-over-year which resulted in a 100 percent volume increase in feedback. View Article.

Healthcare 200

Healthcare Feedback 200

Customer Bliss

OCTOBER 16, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from a longer video of 10 customer experience potholes to avoid.

Customer Experience 185

Customer Experience Chief Customer Officer Video Leadership 185

Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Data

GetFeedback

OCTOBER 16, 2018

Learn how to find and eliminate dirty data in your Salesforce CRM system to optimize your CRM system and make smart, strategic business decisions.

CRM 150

CRM System Data How To 150

TechSee

OCTOBER 16, 2018

James wants to water his lawn. He picks up the hose, turns on the water, and a few minutes later…the job is done. Then James installed a smart sprinkler system. Before his lawn can be watered, James needs to make sure his WiFi is enabled, his device is configured to his municipality’s water use guidelines, the programming is set properly to water Monday, Wednesday and Friday from May through September, and the device is connected correctly to other information systems like The Weather Channel so

Self Service 138

Self Service Chatbots Video Wireless 138

Customer Guru

OCTOBER 16, 2018

Customer Experience is the only true differentiator for brands today. It is a very broad term encompassing various factors. While we believe that no one definition can do justice to this term, we’ve put together a list of definitions of CEx by experts. “ Customer’s perceptions and related feelings caused by the one-off and cumulative effect of interactions with a supplier’s employees, systems, channels or products. ” ~ Gartner, World’s leading information technology resea

Customer Experience 129

Customer Experience Touchpoint Interaction Customers 129

ShepHyken

OCTOBER 16, 2018

From Like to Love. Inspiring emotional commitment from employees and customers. Shep Hyken sits down with Keith Alper to talk about his new book, From Like to Love. They discuss how to create a loving employee culture, the five basic needs of employees, and what millennials want in the workplace. Top Takeaways: Keith says that employees have five basic needs.

Employee Engagement 97

Employee Engagement Culture Entertainment Policies 97

ReviewTrackers

OCTOBER 16, 2018

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 reviews link. Google reviews can increase a business’ online reputation and attract more customers. Rave reviews from the happiest customers can also boost a listing’s overall search ranking. In fact, the buying decisions of 90 percent of consumers are influenced by reviews , and a majority use Google reviews before they even visit a business ( 63.6 percent )

How To 94

How To Social Media Feedback Consumers 94

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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.

Customers

Talkdesk

OCTOBER 16, 2018

As customer decisions hinge less on price and more on their service and experience, it’s important for companies to differentiate themselves through superior customer service. According to The 4 Phases to Achieving Customer Delight , joint research project between HP and ICMI, more than 70% of organizations believe they have to work harder to provide a good customer experience and need to be more consistent in these efforts.

Customer Experience 76

Customer Experience Customers Interaction Customer Service 76

Up Your Service

OCTOBER 16, 2018

Discover how Globe Telecom has built an extraordinary culture of Service Excellence on a brilliant platform of Vision, Mission, Purpose, Values, and “The Circle of Happiness”. What Globe has done here is unique, building a culture as a challenger brand in the telco industry and overtaking the dominant player in the country. They’ve done this with technology, products, pricing, distribution, but the real engine behind this success story is an incredibly powerful, well-supported, continuously impr

Culture 76

Culture Wireless Case Study Employee Engagement 76

Eptica

OCTOBER 16, 2018

Date: Tuesday, October 16, 2018 Author: Anne Beghin - Project Manager 5 ways of delivering CX reporting best practice. Published on: October 16, 2018. Author: Anne Beghin - Project Manager Optimizing CX with Eptica Given the importance of customer experience to the bottom line , it is vital that brands understand how they are performing on a day to day basis.

Report 68

Report Self Service Average Handle Time Contact Center 68

Second to None

OCTOBER 16, 2018

The holiday season is approaching and it can help determine whether 2018 was a year of growth or stagnation for your retail brand. New technologies have shifted consumer expectations, changing the necessary preparatory work that a brand must complete to ensure a bountiful holiday season. Adopting these novel methodologies as a cog in your brand experience platform can help your team encourage high levels of customer engagement across different points along the customer journey.

Customer Engagement 67

Customer Engagement Engagement Ecommerce Retail 67

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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

Gainsight

OCTOBER 16, 2018

From the time I was little, my dad shared stories with my brother and me about heroes. There was a story about how the Wright Brothers, two little-known bicycle mechanics who worked tirelessly on their flight experiments for years, were greeted in France by unfamiliar praise from crowds of admirers of their innovation. There was another story about how Roosevelt secretly sent aid to the British before the U.S. entered World War II, even when faced with political opposition to getting involved, b

Leadership 65

Leadership Meeting Software Feedback 65

PK

OCTOBER 16, 2018

Building Loyalty With Privacy In Mind. When building a loyalty program, it is more important than ever to include considerations around privacy and data security right from the start. New laws around consumer data, in particular the General Data Protection Regulation (GDPR), which governs personal information of individuals in the EU, are causing major headaches for marketers and loyalty managers who are tasked with ensuring “Privacy by Design” in programs involving customer data.

Loyalty 58

Loyalty Loyalty Programs How To Omni-Channel 58

Cyara

OCTOBER 16, 2018

Part of our work in the Domain Consulting team is to advise Cyara customers on their Agile/DevOps journeys. Something we've seen among many Cyara customers, and more broadly, is the constant pressure to innovate. Technological innovation continues, but that doesn't mean organizations are equipped to handle it. In fact, quite a lot needs to change before they can truly innovate at the speed of technological advancement.

Innovation 52

Innovation Consulting Technology Contact Center 52

ReviewTrackers

OCTOBER 16, 2018

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. Rave reviews from the happiest customers can also boost a listing’s overall search ranking. In fact, the buying decisions of 90 percent of consumers are influenced by reviews , and a majority use Google reviews before they even visit a business ( 63

How To 50

How To Social Media Feedback Consumers 50

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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,

Tips

ShepHyken

OCTOBER 16, 2018

From Like to Love. Inspiring Emotional Commitment from Employees and Customers. Shep Hyken sits down with Keith Alper to talk about his new book, From Like to Love. They discuss how to create a loving employee culture, the five basic needs of employees, and what millennials want in the workplace. Top Takeaways: Keith says that employees have five basic needs.

Employee Engagement 49

Employee Engagement Culture Entertainment Policies 49

Micah Solomon

OCTOBER 16, 2018

Photo by rawpixel on Unsplash [Originally published in Forbes.com. The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. (Here are three ways to reach Micah: email, chat, web). Certainly, opportunities come up in nearly every industry for customer service employees to make a difference for someone who is having a bad day.

Healthcare 53

Healthcare Customer Service Hospitality Consulting 53

Integrity Solutions

OCTOBER 16, 2018

To develop your sales coaching strategy, you first need to understand where your organization’s level of coaching is right now. Figuring out your sales coaching strategy has become a hot topic in business today, and for good reason. Many organizations now recognize that coaching is critical for building skills and capacity. In fact, it’s often cited as one of the top levers for improving performance and driving growth, and it’s an important tool for developing excellence with sales teams.

Sales 52

Sales Strategy Leadership Training 52

Ecrion

OCTOBER 16, 2018

CRM software, or customer relationship management, manages your company’s relationships and interactions with customers – those you have and those you’re trying to convert into customers. A CRM system helps companies with sales management, productivity, and contact management, just to name a few. While a CRM system, such as Salesforce, helps to streamline things, a CCM solution, or customer communications management , completes the customer management experience.

CRM 49

CRM Return on Investment Software Omni-Channel 49

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.

Retail

Happy or Not

OCTOBER 16, 2018

New Terminals Allow for Real-Time Fan Feedback at BB&T Center FOR IMMEDIATE RELEASE: Monday, Oct. 14, 2018 SUNRISE, Fla. – The Florida Panthers announced today a partnership with HappyOrNot ®, integrating 10 Smiley Touch Kiosks at BB&T Center to receive real-time fan feedback during hockey and events. “With HappyOrNot ®, you know within minutes when a guest is dissatisfied and have the time to react and […].

Feedback 53

Feedback 53

RapportBoost

OCTOBER 16, 2018

We had the privilege of speaking with this renowned researcher on the trends in Conversational Selling and evolving role Live Chat is playing in this field. Read on and listen in to excerpts of the interview below: RB: You coined the term “Conversation Commerce” back in 2011, but the name Chat Analytics is new. What are the similarities and differences between Conversational Commerce and Chat Analytics?

Multi-Channel 45

Multi-Channel Contact Center Analytics Call Recording 45

LiveChat

OCTOBER 16, 2018

In the competitive markets these days, if there is anything that determines your organization’s success or failure, then it is your customer service. The importance of customer satisfaction has increased enormously so much so that by the year 2020, it is expected to become the critical brand differentiator overtaking price and product. Though price and product have their significance, what excellent customer support can do to your business is irreplaceable.

Net Promoter Score 50

Net Promoter Score Social Media e-support Customer Satisfaction 50

Lithium

OCTOBER 16, 2018

September kicked in with many exciting news: Lithium and Spredfast merged , and the future of Customer Engagement will change! A big thank you also to our top three most kudoed authors for the month of September: , @Warren_Brill , and. , honored contributor, thank you for your insights and your engagement (with more than 200 replies)! , honored contributor, not new to the top three!

Customer Engagement 40

Customer Engagement Engagement Customers 40

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Training

Prophet

OCTOBER 16, 2018

The brands that mean the most to consumers aren’t always the ones you’d expect. Branding has become an almost mystical concept. Companies know brands are immensely valuable, but have only a slippery grasp on how they work. This is quite understandable, since the toolbox for measuring brand success has historically been limited to criteria such […].

Brands 40

Brands Consulting Measurement Consumers 40

Forrester's Customer Insights

OCTOBER 16, 2018

In late 2016, IBM announced the availability of its full-scale cyber range at the Cambridge, MA headquarters of its security division. With two shifts per day and currently booked out six to eight months, it’s been a huge success for the division. The range isn’t just about training security incident response analysts; it’s a full […].

Training 44

Training Leadership 44

MyCustomer

OCTOBER 16, 2018

Engagement. Why customer journey research has gone wrong.

Customer Journeys 42

Customer Journeys Engagement Customers 42