Experience Matters

AUGUST 16, 2017

We recently introduced the CX Institute, which provides online training that creates a customer-centric mindset in employees across an organization. The CX Institute currently offers two eLearning modules, which can be deployed across a company or purchased individually: Customer Experience Foundations and Creating A Customer-Centric Culture. We just created these teaser videos to provide a sense of what’s in each course… eLearning Module: Customer Experience Foundations This interac

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Customer Centricity Course Video Culture 136

CX Journey

AUGUST 16, 2017

Image courtesy of Got Credit ROI is still our favorite "three-letter word." Nothing wrong with that! It's been a year or more since I've written about the ROI of customer experience. Always good to revisit this topic because it is such a hot one for customer experience professionals. Executives want to see hard numbers about any investments they make.

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Customer Experience ROI Comparison Airlines 142

Beyond Philosophy

AUGUST 16, 2017

How committed are you to your present employer? Are you wild about what you do or simply content in your position? Do you hate your job or are you ambivalent? It’s an important set of questions to consider. How you feel about where you work has a lot of influence on the job you are doing there. This concept becomes even more crucial when you become a manager and assess your team—especially as it pertains to how they work with or on behalf of customers.

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Consulting Employee Engagement Engagement Communication 140

Who's Your Gladys?

AUGUST 16, 2017

People who work in Customer Operations know of the “Alphabet Soup” of customer service performance metrics. In one expert's opinion, there's really only one that counts. The post KPI Alphabet Soup: The Most Important Customer Service Performance Metric appeared first on Who's Your Gladys?

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Metrics Customer Service Customers Call Center 100

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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

Customers That Stick

AUGUST 16, 2017

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Customer Service 0

Customer Service Customers Video 0

ShepHyken

AUGUST 16, 2017

I’ll never forget having dinner with my close friends, Kim Tucci and the late John Ferrara, more than 30 years ago, at a fancy restaurant in Phoenix, Arizona. John’s twelve-year-old son, Ben, was also with us. The server came over to tell us about the specials and take our order. One of the specials was a seafood dish. Kim asked, “Is the fish fresh?”.

Training 83

Training Customer Service Training How To Loyalty 83

Think Customers

AUGUST 16, 2017

More than half of contact center leaders plan to enable Internet of Things (IoT) and artificial intelligence (AI) in the next year, signaling a shift toward accelerated innovation in the contact center, according to research from the International Customer Management Institute (ICMI). Research of more than 350 executives and managers conducted by ICMI and Oracle finds that 57 percent of respondents say their organizations intend to support IoT/connected technologies within the next six to 12 mon

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Contact Center Innovation Connections Technology 78

Stella Connect

AUGUST 16, 2017

It’s time for brands to come to terms with the truth: what kept them afloat a decade ago threatens to sink them today. From operations to training to managing the customer experience, every facet of your business must reflect changing market realities. The same is true for service recovery. When a customer is unhappy with a brand experience, the opportunity to recover that relationship, strengthen it, and drive future sales is huge.

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Contact Center How To NPS Fashion 55

Provide Support

AUGUST 16, 2017

Canned responses guide. Predefined, canned or saved responses in some cases help to facilitate and enhance live chat communication. However, live chat agents should keep in mind that misusing this feature may lead to their chat sessions sound robotic and unfriendly. All bread is not baked in one oven. The same should be applied to live chat canned responses for your company’s customer service.

Examples 50

Examples System Communication Customer Service 50

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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

Strativity

AUGUST 16, 2017

Strativity Group Inc. is the undisputed leader in design and cultural transformation. NEW JERSEY, August 16, 2017 — Inc. magazine today ranked leading Customer Experience Design and Cultural Transformation firm, Strativity Group Inc. on its 36th annual Inc. 5000, an exclusive ranking of the nation’s fastest-growing private companies. The list represents the most comprehensive look at the most important segment of the economy—America’s independent entrepreneurs.

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Groups Company Customer Experience Design Employee Engagement 40

Fox Metrics

AUGUST 16, 2017

Social media plays an important role for businesses in the online world. If just one person clicks a link and then shares that’s about three hundred more people that view the site. This ability to share remains a key component to businesses everywhere. However, the internet is ever changing which means the trends will sway, and people will move on from one business to another.

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Trends Social Media Policies Consumers 40

Talkdesk

AUGUST 16, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Here’s more information on one of the videos available in this library. Taking a Hands-On Approach to Agent Training. Opentalk Session Host / Moderator: Jon Braga, Customer Experience, Innovator.

Training 40

Training Video Call Center Analysis 40

Confirmit

AUGUST 16, 2017

Confirmit provides businesses and researchers a powerful, end-to-end solution supporting the entire survey project lifecycle, from panel management and sampling to reporting and data visualization and all the analysis in between. It caters to all data collection methods, including web, mobile, face-to-face interviewing (CAPI), phone (CATI), social media, and integrates with external business systems enabling you to take advantage of the most complete, feature-rich, and robust set of tools availa

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Survey Data eBook Social Media 40

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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

Talkdesk

AUGUST 16, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Here’s more information on one of the videos available in this library. Taking a Hands-On Approach to Agent Training. Opentalk Session Host / Moderator: Jon Braga, Customer Experience, Innovator.

Training 40

Training Video Call Center Analysis 40

Confirmit

AUGUST 16, 2017

Confirmit Horizons Version 22 is the current release of our award-winning software for Voice of the Customer, Voice of the Employee and Market Research programs. It provides you with richer insights, so you can make smarter decisions and react faster to business needs. You can listen to what customers are saying across a range of different channels, analyze that information and assign actions appropriately to manage business change.

Customer Voice 40

Customer Voice Innovation Software Marketing 40

Clicktools

AUGUST 16, 2017

by CallidusCloud CX Guest Blogger, Daniel Newman. ~~~. Technology in the digital transformation has changed every aspect of business—especially how we communicate with customers. In fact, I’d venture to say anyone who earned a marketing degree before 2015 has experienced a pretty sharp learning curve in the past few years, using new technologies like the Internet of Things (IoT) and artificial intelligence (AI) to map what used to be a fairly short customer journey.

Communication 40

Communication Technology Customer Journeys Social Media 40

Strativity

AUGUST 16, 2017

Strativity Group Inc. is the undisputed leader in design and cultural transformation. NEW JERSEY, August 16, 2017 — Inc. magazine today ranked leading Customer Experience Design and Cultural Transformation firm, Strativity Group Inc. on its 36th annual Inc. 5000, an exclusive ranking of the nation’s fastest-growing private companies. The list represents the most comprehensive look at the most important segment of the economy—America’s independent entrepreneurs.

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Groups Company Customer Experience Design Employee Engagement 40

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

Verint

AUGUST 16, 2017

Customer satisfaction requires all parts of an organization to operate well together. A good conversation with a customer can quickly be undone by a poor transaction conducted in the back office. Digital transformation has traditionally centered on customer-facing parts of the organization—the contact center, online self-service, mobile apps, etc.—but that is changing.

Self Service 38

Self Service Contact Center Customer Satisfaction Customer Journeys 38

Brad Cleveland Blog

AUGUST 16, 2017

New technologies are not passive — to get good results, they must be implemented with foresight and good planning. Effective leadership requires a multifaceted approach, and a few important recommendations come to mind: Keep your eyes on the prize. The … Continue reading → The post New Technology: Leadership Is Essential appeared first on Brad Cleveland.

Leadership 26

Leadership Technology Call Center Contact Center 26

Kayako

AUGUST 16, 2017

Even if you’re the best writer or can provide detailed and helpful screenshots, emailing customers can go only go so far. This is why remote sessions are a vital ally in our support strategy. Sometimes you need to hop on a screen share to guide a customer to a solution. But that strategy can fall flat on its face when it takes 9+ replies, 3 days, and double booking customer calls to arrange a remote call.

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Customer Service Resources Customers Communication 139

Brad Cleveland Blog

AUGUST 16, 2017

New technologies are not passive — to get good results, they must be implemented with foresight and good planning. Effective leadership requires a multifaceted approach, and a few important recommendations come to mind: Keep your eyes on the prize. The purpose of any new technology should be to support the governing principles and mission of your organization.

Leadership 22

Leadership Technology Government Call Center 22

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Training

Brad Cleveland Blog

AUGUST 16, 2017

New technologies are not passive — to get good results, they must be implemented with foresight and good planning. Effective leadership requires a multifaceted approach, and a few important recommendations come to mind: Keep your eyes on the prize. The purpose of any new technology should be to support the governing principles and mission of your organization.

Leadership 20

Leadership Technology Government Call Center 20