InMoment XI
MAY 25, 2017
Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. Using analysis techniques for CX programs allows data to be transformed into information and knowledge. Although there are many broad areas for analysis, this chapter will touch on five instrumental techniques. Data Mining Data.
Kayako
MAY 25, 2017
When you’ve worked in support for a while, especially for the same company, it can feel like Groundhog Day. You feel like you answer the same questions day in and day out. That’s because you probably are! But that doesn’t mean it has to be boring. Practice makes perfect and setting yourself the challenge to improve keeps you interested. There are always things you could be doing better in your conversations.
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InMoment XI
MAY 25, 2017
Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. Using analysis techniques for CX programs allows data to be transformed into information and knowledge. Although there are many broad areas for analysis, this chapter will touch on five instrumental techniques. Data Mining Data. View Article.
Uniphore
MAY 25, 2017
Helping customers to help themselves. Virtual Customer Assistants or Chatbots offer organizations a new dimension in customer service – but not all virtual customer assistants are created equal. Read More.
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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.
Michelli Experience
MAY 25, 2017
The post {Infographic} Once Upon a Time People Assisted One Another… appeared first on Joseph Michelli.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Up Your Service
MAY 25, 2017
What does good customer service mean to you? Is it a restaurant owner who ushers you to your favorite table with a warm welcome? When a company accepts a return and gives you a full refund with no questions asked? Or when someone takes the time to say a genuine thank you? Today we use sophisticated technologies to learn a great deal about our customers.
ReviewTrackers
MAY 25, 2017
Welcome to This Week In Reviews , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: Business insurance company Hiscox innovates the customer experience. Subscribe to receive these stories and more every week in your inbox. Email *. Email This field is for validation purposes and should be left unchanged.
Up Your Service
MAY 25, 2017
This blog continues from my earlier posts where I offered Step One and Step Two to engage Ambassadors and Supporters in your service culture change initiatives. Step Three: Grow your people to grow your culture. To achieve long-term culture change and service improvement goals, you must build a solid foundation of continuous service improvement. You can do this by growing your people through Service Education and creating a strong Service Improvement Process.
Eptica
MAY 25, 2017
Date: Thursday, May 25, 2017 How autonomous customers are driving Asian customer experience. Published on: May 25, 2017. Author: Vincent Giraud The relationship between customers and brands has fundamentally changed. Consumer expectations are continually rising, and much more of the customer journey is now self-directed, across multiple different channels.
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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.
Influitive
MAY 25, 2017
This post is part of a series on the evolution of developer relations, evangelism and advocacy as a marketing and community-building function. Click here to read the first blog in the series, An Introduction To Developer Relations: What It Is And Why You Need It. When I joined Constant Contact in 2013, developer relations programs.
West Monroe
MAY 25, 2017
It’s one of our favorite times of the year – when Salesforce releases the upcoming updates to their platform! The Summer ’17 Release is chock-full of exciting new features that can add a tremendous amount of value to those on the platform. Below are a few of the upcoming changes we are looking forward to seeing in action. Service Cloud. Do you wish that service cloud lightning was easier to use?
Talkdesk
MAY 25, 2017
In the spirit of enhancing our product’s usability and encouraging ongoing product education, we’re happy to announce Talkdesk Academy , a free resource for Talkdesk users of all experience levels and roles. Talkdesk Academy is open to agents, supervisors and admins, offering an initial training for each persona. These courses have been hand-crafted by our support team and are ideal for training new team members, offering them a chance to get up to speed on our tools before they begin using the
Promoter.io
MAY 25, 2017
As Benjamin Franklin once said, “There is nothing certain in life, but death and taxes”. While that statement is profoundly true, I’m certain everyone can agree that there is also nothing more painful in life than those same two things as well. Where there is pain, there is usually an opportunity. Promoter.io customer, TaxJar, is […]. The post How Do You Outpace Your Competition?
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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,
Verint
MAY 25, 2017
Activities continued this week in Orlando as part of the Verint Engage 2017 Global Customer Conference at the Loews Royal Pacific Resort. Click here for a look back at how the event opened.
Smith+co CX
MAY 25, 2017
In the last month I’ve gone through the task of renewing both my car and household insurance. It’s one of those tedious jobs that you know has to be done but the very thought of it fills you with dread. You want to get the best deal, but the thought of trawling through comparison sites or sitting in a call centre queue doesn’t sound like a great way to spend your Saturday morning.
Brad Cleveland Blog
MAY 25, 2017
First-contact resolution (FCR) is a popular performance measure in customer contact centers. And that’s a good thing: Unresolved contacts are a common source of customer dissatisfaction, and the organization tends to incur many additional expenses (repeat contacts, rework, etc.) when … Continue reading → The post Perspective on First-Contact Resolution appeared first on Brad Cleveland.
Customer Enthusiast
MAY 25, 2017
Earlier today I stopped by my local supermarket to pick up a few things. After crossing everything off my list, I headed toward the registers. I could have gone to the self-checkout units, which were open and available, but since I was buying an AMEX gift card that required activation and a gift receipt, decided to go to a register with a real live employee instead.
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.
Brad Cleveland Blog
MAY 25, 2017
First-contact resolution (FCR) is a popular performance measure in customer contact centers. And that’s a good thing: Unresolved contacts are a common source of customer dissatisfaction, and the organization tends to incur many additional expenses (repeat contacts, rework, etc.) when issues are not fully resolved. However, despite clear benefits, FCR must be implemented carefully.
Customer Bliss
MAY 25, 2017
Let’s talk for a second about positive customer experience. We all know what it looks like and feels like, and (hopefully) we’ve felt it ourselves too. It means each channel is consistent, each touch point makes sense, each rep knows what they’re discussing, etc. In short, it means consistency — or as I’ve called it, experience reliability and innovation.
Brad Cleveland Blog
MAY 25, 2017
First-contact resolution (FCR) is a popular performance measure in customer contact centers. And that’s a good thing: Unresolved contacts are a common source of customer dissatisfaction, and the organization tends to incur many additional expenses (repeat contacts, rework, etc.) when issues are not fully resolved. However, despite clear benefits, FCR must be implemented carefully.
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