Alida

JUNE 29, 2016

Storytelling is the key to effectively communicating insight. A purposeful story creates impact in a way that data and spreadsheets alone can’t. A compelling narrative, paired with the right visuals, engages your stakeholders and helps people see your way of thinking, while making your story sharp, concise and convincing. The importance of storytelling and visuals informed the latest enhancement to Sparq, Vision Critical’s customer intelligence platform.

Communication 140

Communication Data Innovation Analysis 140

BlueOcean

JUNE 29, 2016

If you’ve landed on our website, chances are you’re somewhere in the buying cycle for contact center services. From customer service support and roadside assistance to tech support and more, we’ve built the expertise you need when you’re considering outsourcing your call center team. And over the years, we’ve used that expertise not only to deliver outstanding service to our clients, but also to publish hundreds of articles to give you the answers you need when faced with various contact center

Contact Center 120

Contact Center eBook Call Center Strategy 120

Beyond Philosophy

JUNE 29, 2016

Airbnb, the home sharing site that says you can “Belong Anywhere,” is suffering! They have now launched legal action against San Francisco over a new law that would require it to delist hosts who have not registered their living spaces. Furthermore, New York could ban Airbnb users hiring out apartments. Recently, though, Airbnb have also been caught up in a wave of claims that its independent hosts discriminate based on race.

Transportation 113

Transportation Policies Hotels Consulting 113

ShepHyken

JUNE 29, 2016

My effort to make the sale is validated when the customer chooses to do business with me. Then it is just as important, if not more so, for me to validate my customer’s choice to do business with me through what happens after the sale. I’ve been thinking about the concept of validation for a while. This is where the customers validate your efforts in persuading them to do business with you.

Sales 88

Sales Customer Service Training Retail Customers 88

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

natero

JUNE 29, 2016

Customer Success as a profession has grown by leaps and bounds in just a few short years. Companies are no longer just exploring the idea of Customer Success, they are now making big investments and wrestling with the challenges of managing and nurturing Customer Success teams. In this article, we explore the skills and characteristics that define great Customer Success Managers (CSM), the best places to recruit CSM talent, and how to develop and retain your Customer Success team.

Customer Success 74

Customer Success Customers Management Company 74

Think Customers

JUNE 29, 2016

Like many people, the last thing I want to do is speak with a customer service agent when I have a question. Why call when the answer can most likely be found online in the FAQ section or through another self-service option? At the same time, investments in speech analytics are rising. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Self Service 68

Self Service Customer Service Analytics Customers 68

Nimble

JUNE 29, 2016

Here at Nimble, while we do host daily and weekly live webinars, the bulk of our customer support happens over email and through Twitter. Unlike interactions that occur over the phone or face to face, text conversations can sometimes be difficult to convey meaning and tone. This means that it […].

Customer Service 59

Customer Service Customers Interaction Customer Focused 59

ForeSee

JUNE 29, 2016

As some marketers debate the effectiveness of email in a world of spam, smarter email filters from the likes of Google’s Gmail, and an increase in the sheer volume of. The post Why Email Is Still King (And How To Make It More Powerful) appeared first on ForeSee.

How To 49

How To Marketing Analytics Customer Experience 49

Bold360

JUNE 29, 2016

If you?re involved in customer relationship management and the culture of customer experience, then you?re probably familiar with many of the various approaches and philosophies of how a business could or should interact with its customers.

Customer Focused 49

Customer Focused Customer Relationship Management Culture Customer relationships 49

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Customers

Provide Support

JUNE 29, 2016

Customer Loyalty. In any business existing customers leave and new customers arrive. However, there are customers who are the backbone of any business, they are the loyal customers. According to Accenture 28% of consumers are loyal to their providers and brands, which is why all effort should be taken to keep such customers and increase their number.

Loyalty 48

Loyalty Consumers Customers Brands 48

Talkdesk

JUNE 29, 2016

When customers reach out to your call center, your phone greetings are the first sounds they hear. Phone greetings are the official electronic ushers of your brand and should therefore be both welcoming and professional. Your greetings set the tone for your customer’s interaction with your company. In many instances, telephone customer service interactions are the only direct points of contact customers have with businesses.

Call Center 40

Call Center Self Service Guidelines Customer Service Representative 40

The DiJulius Group

JUNE 29, 2016

What if you posted all your Customer Reviews on your website? What if you had your Customers review all your Lawyers, Account Executives, or the products you sell and then you posted them on your website? I am not talking about raving fan testimonials. All of your Customer reviews, allowing Customers and potential Customers to […].

Customers 40

Customers Customer Service 40

Kate Nasser

JUNE 29, 2016

Prepare for customer experience delivery privately not in front of customers. Powerful true life examples fr The People Skills Coach™. | Customer Service, Restaurants, Retail. The post Customer Experience Delivery: Prepare Privately | #cx #custserv appeared first on KateNasser.com.

Customer Experience 40

Customer Experience Retail Customers Examples 40

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Communication

Brad Cleveland Blog

JUNE 29, 2016

Average handling time, like the volume of contacts, must be incorporated into planning by the half hour. Assuming the same average handling time all day for forecasting purposes will not reflect the environment accurately. Some relatively simple analysis can go a … Continue reading → The post Tighten Up Your AHT Projections appeared first on Brad Cleveland.

Average Handle Time 26

Average Handle Time Analysis Call Center Contact Center 26

Eptica

JUNE 29, 2016

Date: Wednesday, June 29, 2016 Is a lack of consistency letting your customer service down? Published on: June 29, 2016. Author: Neil Cox Consistency is an essential part of customer service and the overall experience. Failing to provide the same level of service, and consistent information across multiple channels annoys customers and is bad for company efficiency and brand reputation.

Self Service 50

Self Service Customer Service Knowledge Base Contact Center 50

Brad Cleveland Blog

JUNE 29, 2016

Average handling time, like the volume of contacts, must be incorporated into planning by the half hour. Assuming the same average handling time all day for forecasting purposes will not reflect the environment accurately. Some relatively simple analysis can go a long way toward tightening up your projections.

Average Handle Time 20

Average Handle Time Analysis Call Center Contact Center 20

LiveChat

JUNE 29, 2016

Successful business owners often advice to start out small, in an unexplored niche. It’s not only smart because of the smaller competition but also because dealing with a small audience is easier. When talking to a small amount of customers, you don’t have to use methods like customer segmentation to get the message through. However, your business will grow over time and the marketing message that used to work like a charm will be less and less effective.

Multi-Channel 37

Multi-Channel Groups Sales Analytics 37

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Tips

Brad Cleveland Blog

JUNE 29, 2016

Average handling time, like the volume of contacts, must be incorporated into planning by the half hour. Assuming the same average handling time all day for forecasting purposes will not reflect the environment accurately. Some relatively simple analysis can go a long way toward tightening up your projections.

Average Handle Time 20

Average Handle Time Analysis Call Center Contact Center 20

Michelli Experience

JUNE 29, 2016

Infographics 113

Infographics Brands Customer Experience Customers 113