Thu.Sep 22, 2022

6 tips for boosting customer engagement


Personalization and two-way communication are key to engage and build loyalty among your customer base. Customer Experience


Closing the Outer Loop with the Six Sigma Methodology

InMoment XI

Customer feedback is critical for helping your customer service agents tackle problems—whether closing the inner loop directly with customers, or closing the outer loop with problems that keep surfacing over and over again. Organisations are typically quite comfortable tackling inner loop programs.


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Do B2B Better Excerpt #2: Nancy Flowers

Heart of the Customer

As I mentioned in previous posts, being a Change Maker requires a different way of thinking, so it’s helpful to have guides to show you the way.


Why Voice Tonality Isn't The Most Accurate Way To Recognize Customer Sentiment (And What To Do Instead)


When it comes to customer sentiment, voice tonality (pitch and volume of a person's voice) is often used as an indicator of how a customer is feeling. Speech Analytics


How to Run a Successful Voice of the Customer Program

The Voice of the Customer (VoC) is the core foundation of any successful customer experience program. Download this guide from GetFeedback to learn how you can launch a successful Voice of the Customer program that drives return on investment!

How to select the right team chat software for your business


As a business owner, you already know communication is key to maintaining a successful operation. Whether you’re chatting with employees, customers, or vendors, it’s important to have a clear and concise communication method. That’s where team chat comes in.


More Trending

SaaS Tools for Business Growth: Five Essentials You Must Have


SaaS Tools to Jumpstart Your Business Growth: Five Essential Apps. Software-as-a-Service ( SaaS ) tools automate your business functions, fueling your growth by increasing efficiency.


CX Annuities Solve CX ROI & Tenure Dilemmas


CX Annuities Solve CX ROI & Tenure Dilemmas Lynn Hunsaker. CX annuities is a phrase I coined to represent massive savings and impressive gains available through a different approach to management of customer, partner, and employee experience.


How Amazon Search reduced ML inference costs by 85% with AWS Inferentia

AWS Machine Learning

Amazon’s product search engine indexes billions of products, serves hundreds of millions of customers worldwide, and is one of the most heavily used services in the world.


Efficient Transactions are Key to Digital Service for Public Sector Agencies


Efficient Transactions are Key to Digital Service for Public Sector Agencies. Digital CX Public Sector


How Mature Are Your Digital Experiences? A Step-by-Step Guide to Improved CX

Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.

Memory Mini Series Part 1: Our Behavior is Motivated by What We Recall. So, How Are Memories Formed?

Beyond Philosophy

Memory Mini Series Part 1: Our Behavior is Motivated by What We Recall. So, How Are Memories Formed? This newsletter is the first of three I will publish on the subject of Memory. Memory is fascinating and a broad topic related to experiences.


Top 5 Customer Service FAQ Questions

Call Experts

If you’re planning to develop customer service FAQ questions for your customers, it’s essential to know the most common questions. . Common questions appear on a customer’s search bar or daily questions, while uncommon questions may overwhelm them.


New Research: Energy Use Comparisons in Home Energy Reports


Uplight has historically used comparison groups of similar homes to help a customer see how their energy use compares with other homes in a widget in Home Energy Reports, Home Energy Reports (HERs), and customer portals, and the Uplight Product Design team is continually conducting user research to continue to improve the customer experience.


Tips and Tricks to Get the Most Out of Alchemer Help Documentation


By Mike Cronley, Training Specialist at Alchemer. Alchemer has nearly 1,000 documentation articles covering every facet of the application. To help you get your questions answered faster, we wanted to show you some tips and tricks to make this search process more effective. Searching in Google.


5 Elements for Building a World-Class Agent Coaching Program

Speaker: Francoise Tourniaire - Founder of FT Works and Omid Razavi - Chief Advocacy Officer at SupportLogic

In this presentation, we will discuss the five elements of building a real-time coaching program using AI-infused workflows that will allow managers and agents to continuously engage and drive more constructive dialogue, resulting in reduced agent burnout and increased employee satisfaction and retention.

Duke Energy wins SEPA Utility Transformation Program of the Year Subscription Pilot


The Smart Electric Power Alliance (SEPA) announced the winners of the 2022 SEPA Utility Transformation Awards, which recognize the specific projects, programs, partners, and individuals driving the utility industry’s transformation to a modern, carbon-free energy future.


Recommendations Studio: Using Auto-Encoders To Find Similar Items


Today’s blog post is the second of two posts that provide an under-the-hood view of how the expanded Blueshift Recommendation Studio works. The expansion includes the launch of 100+ pre-built AI marketing recipes. In the last blog post, we talked about how to rank inside recipes.


How to Increase Customer Satisfaction in Retail

CSM Magazine

It is more important than ever to ensure customer satisfaction in a consumer environment where competition is high and disposable income low. To have the consumers speak of your company with high regard is the sure way to guarantee success and longevity in business.


3 Healthcare customer success strategies from Pulse 2022


Sometimes we find that the best observations come to us after an event, lecture, or gathering. That is exactly what is happening with Gainsight’s Pulse 2022. So many incredible keynotes and tracks were filled with exciting news and knowledge. .


Top Industry Secrets for Successful Contact Center Scripting

Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc

Scripts have been around as long as contact centers. Scripts attempt to set out an ‘ideal’ path to success on the call, whether that's a sale, a resolved inquiry, or a closed case. While some scripting attempts have failed, AI and Agent Assist technologies can help.

How to Schedule Interviews the Easier Way


Are you looking for a way to streamline your interview scheduling process? If you manage candidates or work in HR, you know how time-consuming and difficult it can be to schedule interviews. You also know how important it is to get the details right.


Why Market Research Technology Is Critical in a Recession

2020 Research

Market research technology falls under the umbrella of marketing technology (MarTech). Enterprises can use research technology to collect consumer data, then turn that data into actionable insights.


Statistical Treatment of Data for Survey: The Right Approach


Statistical treatment of data is a process used to convert raw data into something that is interpretable. This process is essential because it allows businesses to make better decisions based on customer feedback.


5 Quick Tips to Improve Survey Response Rates 


By DJ Francis, Demand Generation & Digital Marketing Manager, Alchemer. You create your survey, test it, send it out, and wait. You wait for responses to come in. But how many do you need to extract meaningful analysis? And how can you make sure you get enough and from the right people?


How woom bikes Takes an Employee-First Approach to Grow Its Customer Base

Are your employees an untapped source of customer feedback? Watch this on-demand webinar featuring woom bikes to learn how their team improves employee and customer experiences in tandem.

Why Apple’s NPS is the best in the Industry?


Apple sure knows how to keep its customers happy! The company achieves this through many channels, but one of the most important factors is its Net Promoter Score® (NPS). In case you’re not familiar, NPS is a metric that measures customer satisfaction and loyalty.


Feedback Surveys — Definition & How to create Feedback Surveys

Zonka Feedback

56% of customers say they are loyal to brands that “get them” and align their approach with customers’ preferences. Customer Feedback


What is a Good CSAT Score?


Customer Success Managers (CSMs), Customer Success Head, and Product Manager want to know a good CSAT score. The answer may be different for each company. But there are some general guidelines that can help you set a baseline for what is considered a good score. What is a CSAT score?


PCI Pal Launches Open Banking Payments for Contact Centres

CSM Magazine

The new digitally-native payment product, powered by open banking technology, offers consumers the choice to instantly Pay By Bank, authorising payments via their mobile banking app or online banking portal.


Winning Solutions to Keep Contact Center Agents Engaged

Speaker: Adam Saad - Founder & CEO, Tech Stack Advising

In order to keep agents both satisfied and engaged, we must develop a plan that both mitigates these concerns with current agents and halts any potential issues that may arise with new hires. These plans must also take into account the different environments and locations your agents may be working in.