Fri.May 10, 2019

How To Use Surveys to Make Your Customers Happy

Survicate

The post How To Use Surveys to Make Your Customers Happy appeared first on Survicate. Best Practices

Workforce Optimization: A Prescription to Drive Better Patient Satisfaction

Avaya

Increased consumer expectations are a facet of the digital transformation our world is experiencing. Consumers are adept at accessing more information and services online, from checking into flights to paying parking tickets, viewing children’s report cards to scheduling a ride across town.

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What Customer Feedback Questions Should You Ask in a Restaurant?

ServiceDock

We have a variety of different food service businesses using our product to manage customer experience (CX) and no two brands have an identical CX survey.

16 Best Practices for Increasing Survey Response Rates

delighted

Once you’ve designed and distributed your customer survey, the next step can be the most exciting part of the process: watching the responses roll in. Unfortunately, the reality is that you may not get as many responses from your first survey project as you would like. This low survey response rate can lead to concerns over unreliable feedback or a lack of helpful customer insights.

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.

3 Ways to Provide Success When Handling Rude Customer Interactions

NICE inContact

As I searched for ways to discipline my accident-prone, very determined, yet very sensitive and sometimes diva-like 5-year-old daughter, I had a revelation: Dealing with rude customers in the contact center can be similar to this challenge. As customers get more frustrated — whether it’s a product not working correctly, not reaching resolution, or any number of triggers — logic seems to exit the building. Emotions rise, and customers eventually want one thing: gratification.

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How Valvoline’s Service Team Pleased Two Very Diverse Constituents — Its CFO and Its Customers

NICE inContact

Chief financial officers (CFOs) are notoriously tough customers when it comes to approving expenditures for new initiatives. They expect to see a solid business case with a strong, defensible return on investment (ROI). When Valvoline looked into centralizing the inbound calls that its 1,300 retail locations were handling, the business case almost wrote itself.

Get the Latest Insights to Shape CX at the Gartner Customer Experience & Technologies Summit 2019

Calabrio

Since joining Calabrio seven years ago, I’ve seen the landscape of the contact centre space change dramatically. As consumers have become more informed and competition amongst companies fiercer, customer experience (CX) has emerged as a key point of competitive differentiation and the contact centre as an essential part of the experience.

10 things I learned at the C.A.R.E. Conference

Customercount

I had the pleasure of attending the Cooperative Association of Resort Exchangers (C.A.R.E.) conference this week in my hometown of Indianapolis. I came away with 10 distinct impressions. Continue reading → The post 10 things I learned at the C.A.R.E. Conference appeared first on CustomerCount.

ClientSuccess Launches New CS100 Summit Logo

ClientSuccess

We’re excited to unveil the new logo of the CS100 Summit. The new logo incorporates our mission to build global customer success leadership summits with the best content, the best experiences, and the best connections.

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.

Building Apps Is Where It’s at for DataStax Accelerate

datastax

DataStax Accelerate is right around the corner and comes with a plethora of awesome speakers and informational talks. For those of you wearing a developer hat, the “ Building Modern Applications ” track was built for you. . This track features talks on building applications with Spring Boot in Java , Go , and microservices in Python (all on Apache Cassandra), plus a discussion on how serverless functions make everything a microservice.

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Why Use Help Desk Software A Question Every Business Should Figure

ProProfs Chat

You have heard the phrase “ worth their weight in gold ” , haven’t you? Why do you think it exists? Gold has a strong universal appeal. It is bright, shiny and rich in its color. There’s something to the way it looks that makes us want to have a piece of it.

Dialogflow vs Lex vs Watson vs Wit vs Azure Bot | Which Chatbot Service Platform To Use?

kommunicate

Chatbots are a revolution in customer communication. Nowadays, companies are relying heavily on chatbots to automate and reduce the workload on humans. At Kommunicate, we evaluated many chatbot building platforms for various use cases such as customer support and service.

Top 10 Customer Success Takeaways from Technology & Services World 2019

ChurnZero

Top 10 Customer Success Takeaways from TSW 2019. Earlier this week we had the opportunity to attend and sponsor the TSIA Technology & Services World (TSW) conference in sunny San Diego. This event brought together thousands of technology leaders from Customer Success, Services, Sales, Product and Marketing. Attendees got the chance to gather for three days to learn the latest industry trends and discover new products and services that can help them streamline their operations.

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!

Why Customer Service Integrations are Essential to Success

TeamSupport

It seems like all areas of a business now rely on software in some way. There is payroll software for Accounting, lead nurturing and CRM for Sales, and customer service for the support team to resolve customer issues.

5 Must Haves for the 2019 Call Center

Talkdesk

The “future call center” is no longer just an abstract theory. AI, machine learning and automation have brought the future to the present and call center leaders who want to keep their businesses competitive in today’s economy must adopt the technology that will enable them to provide truly innovative customer experiences.

Are You Managing This Key Driver of Poor Experience?

Beyond Philosophy

We don’t like uncertainty. It affects our lives in many ways, and especially as customers. Consider the fact that we buy insurance. We purchase peace of mind that we are covered if something unlikely (and terrible) happens.

Ultimate Guide to Setting up Your First Online Shop With Shopify and WooCommerce

LiveChat

Business ideas require effective actions to become a reality. Obviously, everyone wants to earn cash from their ideas. But who says that you have to spend hundreds and thousands of pounds on buying a piece of land and then converting it into your shop when you can easily do it online!

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.

People Nerds San Francisco Recap: Top Insights from 27 Speakers

dscout People Nerds

On May 1st we got 250+ user researchers together for a day of insight-sharing, question-raising, and curiosity-building. Here’s what we learned

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Customer Acquisition: Comprehensive Guide

DemandJump

What is customer acquisition? Customer acquisition refers to bringing in new customers - or convincing people to buy your products. It is a process used to bring consumers down the marketing funnel from brand awareness to point of purchase

How to Create an Outsourced Call Center Statement of Work (SOW)

Advantage Communications

In the modern business world where competition is extremely fierce across all industries, high-quality customer service can make the difference.

How to Win Big at Online Customer Service

Survicate

The post How to Win Big at Online Customer Service appeared first on Survicate. Best Practices

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.

Boost learning and memory with quizzes using Enalyzer

Enalyzer

The internet loves quizzes, they are literally everywhere. You can find any type of quiz, from random trivia to personality quizzes, and most importantly, quizzes that tell you which Disney princess you are.

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Reimagine Mobile To Activate Your Total Brand Experience

Forrester's Customer Insights

I focus a lot of my research on marketing innovation and have been working on mobile (first as marketing guy at a telco in 1998 then as an analyst) for more than 20 years.

What Does 5G Mean For Data Analytics?

Aquila Insight

Data analytics is a field that’s constantly evolving. In recent years we’ve seen the arrival of big data, as well as the introduction of 4G. But now we’re preparing for the introduction of 5G, which could have an impact on data analytics for companies of all sizes. An article for Dataconomy has suggested that the arrival of 5G will bring about a “culture shift” in data analytics. There are several things that will change with the arrival of 5G.

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Employee Personas Strengthen Your EX Strategy

Forrester's Customer Insights

It’s an exciting time to join Forrester as CX culture analyst. My colleagues are thought leaders at the forefront of customer experience (CX), as well as employee experience (EX).

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.