Wed.Jun 12, 2019

5 Ways a Nearshore Call Center Enhances Customer Experience

Advantage Communications

If your business has decided to engage with an outsourced call center to implement a new customer support strategy, your first step will be deciding whether to use an offshore, onshore or nearshore call center. Canada Call Center

How to Identify Your Most Important Customer Touchpoints

GetFeedback

When tasked with overhauling the customer experience (CX), business leaders often seek to identify the most critical customer touchpoints. The important touchpoints are a make or break–they determine whether customers choose to stay, whether customers upgrade or cancel and whether customers recommend you to their friends and family. Some moments are more important than others–but how do we know which points to focus on?

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Customers Still Want the In-Person Customer Experience How to Capitalize on it

Ann Michaels and Associates

Customer Experience vs. User Experience vs. User Interface

GetFeedback

I’ve lost count of the number of meetings that I’ve had with copywriters, marketers, and designers where the terms customer experience (CX) , user experience (UX) and user interface (UI) have been used in an interchangeable manner. In those meetings, I’ve always gotten the gist of what they were trying to explain, so I’ve overlooked the terminology.

Increased Customer Satisfaction and Lower Call Volume During Rapid Expansion

Learn how a customized support solution for a rapidly expanding company resulted in increased customer satisfaction and decreased support calls.

Nurture Customer Rescue Artists

Customer Bliss

In my 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.

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Let’s Chat about Chat

NICE inContact

More businesses are offering chat to their customers as a support option. Here’s why that’s great news for both these businesses and their customers. Chat offers several benefits to customers. Typically, chat users find this method to be convenient — for example, they can get immediate help while making an online shopping decision. And 74% of chat interactions result in a first-contact resolution.

Customer Experience vs. User Experience vs. User Interface

GetFeedback

Customer experience (CX) vs. user experience (UX) vs. user interface (UI): differences, similiaries, and how they go hand in hand. Articles

Can You Take a Punch?

ShepHyken

In the world of boxing, the fighter must have the ability to take a punch. They have to endure or ignore the pain. They get used it. It hardly bothers them. It’s part of the job. But what does this have to do with customer service?

Can businesses really influence customer emotion?

MyCustomer

Engagement. Can businesses really influence customer emotion

3 Signs You Need A Self-Service Consumer Insights Solution

Understanding consumers can be a complex task. Consumer research can be a lengthy process–whether it’s manual research or configuring and training first generation AI machines on what to look for in consumer feedback.

The Government orders full Whirlpool tumble dryer recall – at last!

Helen Dewdney

The end of the spin cycle? Today (12 June 2019) The Consumer Minister, Kelly Tolhurst, announced that the Government intends to serve Whirlpool with a full recall notice for all tumble dryers that are at risk of fire.

PowerDMS Boosts Performance with Talkdesk and Salesforce

Talkdesk

I remember a time when my dad’s office had multiple filing cabinets filled with various documents. Even though some documents were more important than others, their consistent organization was key in being able to find something when needed.

The Secret Sauce to Achieve Outcomes with Journey Mapping

CX Journey

In today's post, I reveal the secret sauce for journey mapping success. Are you ready? There's a lot of bad press out there about journey mapping. And there's a lot of bad journey mapping (or what people think is journey mapping ). A few months ago, I shared my six-step journey mapping process.

How To Build Trust With Your Team

The DiJulius Group

The World At Your Service Celebrity Cruises’ service vision statement is “The World At Your Service.” Given that philosophy, it is no surprise that they have been selected as “Best Premium Cruise Line.”

ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

The Secret Sauce to Achieve Outcomes with Journey Mapping

CX Journey

In today's post, I reveal the secret sauce for journey mapping success. Are you ready? There's a lot of bad press out there about journey mapping. And there's a lot of bad journey mapping (or what people think is journey mapping ). A few months ago, I shared my six-step journey mapping process.

11 Tips to Ensure You Achieve ROI from Your VoC Program

Eptica

Date: Wednesday, June 12, 2019 Author: Guest author: Annette Franz 11 Tips to Ensure You Achieve ROI from Your VoC Program. Published on: June 12, 2019. Author: Guest author: Annette Franz Problem Statement: Brands have been running Voice of the Customer programs for years, but customer experience has generally not improved. How can brands make sure that their VoC programs deliver ROI? You’ve invested a lot of time, money, and energy into designing and developing your VoC program.

ROI 100

3 Reasons Why Strategic Stakeholders keep Tuning You Out

One Millimeter Mindset

Your strategic stakeholders keep tuning you out. Spoiler alert: They tune you out because your professional behavior turns them off. End of story: yours and theirs.

How SAP Concur’s Ellie Wu Attracts Enthusiastic Brand Champions From Day One

Influitive

Tell me if this sounds familiar: You get a request for a reference, guest speaker, or success story. You scan your list, realize it’s incomplete, and jog over to your customer success team to ask, “Hey, know anyone who’d be a great fit?” If that’s you, you’re limiting the quality and diversity of your advocates, The post How SAP Concur’s Ellie Wu Attracts Enthusiastic Brand Champions From Day One appeared first on Influitive.

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

Event of the Month: Food & Wine Classic

Gravy Analytics

Food & Wine Classic in Aspen. Aspen, CO | June 14 – 16, 2019. Each summer, the world’s top chefs and sommeliers gather in Aspen, Colorado to kick off the season with the world’s premier food and wine exhibition.

How SAP Concur’s Ellie Wu Attracts Enthusiastic Brand Champions From Day One

Influitive

The post How SAP Concur’s Ellie Wu Attracts Enthusiastic Brand Champions From Day One appeared first on Influitive. Customer Success Teams Customer-Powered Enterprise Finding Your Advocates Marketing Leaders advocate marketing B2B brand advocates brand champions finding your advocates nurturing advocates

Bringing Your Frontline and Non-Customer Facing Departments Together

Hello Customer

In the second part of this episode, Leslie explains more about how customer experience can be further accelerated by not just focusing on the frontline. First, the back office also needs KPIs that relate to the customer and other aspects it has an impact on.

Digitizing the Insurance Industry: Challenges and Solutions

Ecrion

Digitizing the insurance industry has been a struggle since the dawn of the Internet. In many ways, the industry is still tied to its 20th Century ways with the agent taking lead and filing cabinets weighing down the landscape of every branch office in America.

Vanilla Conversations: A Virtual Conference on May 19-21

Communities are important. They help us learn, grow, share and most importantly, connect—which is especially important during these difficult times. But creating great communities that serve this purpose, or any purpose, can be difficult to perfect, even for the seasoned community manager or enterprise organization. That's why we've created The Virtual Community Expo. Join Vanilla Forums for their free 3 day expo, where you'll hear from nearly 30 speakers on all things that matter in the community space. We can't meet in person, and so, this is where the conversation continues.

The Insights Beat: Save Your Data Strategy From A Nosedive

Forrester's Customer Insights

(Jeremy Vale and Paolo Santamaria contributed to this post.) This month’s Insights Beat focuses on the latest research in our insights-driven playbook; showcases multiple data, analytics, and machine-learning vendor evaluations; and shines a light on B2B analytics techniques.

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What is Brand Image and how you measure it

Qualtrics

In 2006, Blake Mycoskie witnessed the hardships children without shoes had in Argentina, and developed Tom’s shoes , a company that gives one pair of shoes to a child in need for every pair sold. You’ve most likely heard about this brand and their mission.

Security So Simple A 10-Year-Old Can Do It

Forrester's Customer Insights

It’s the summertime, and my daughters are home from school.

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HappyOrNot CX360 Leader Insights: Part 1

Happy or Not

Are Your Customers Delighted? Would They Give You a Second Chance? The following is based on a May 2019 interview with Kirsti Laasio, Chief Customer Experience Officer at HappyOrNot’s […] The post HappyOrNot CX360 Leader Insights: Part 1 appeared first on HappyOrNot. Blog CX

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.