Wed.Nov 27, 2019

It Might Be Too Late To Save Your Biggest Customers

Gainsight

It’s Thanksgiving tomorrow in the U.S., and if you haven’t gotten your supplies and ingredients together, you’re not. quite totally screwed, but at best you’ll be in trouble at the grocery store tonight.

8 Critical Tips to Recognize and Motivate your Agents

PlayVox

In this era of agent engagement, “Having truly engaged contact center employees presents an opportunity for differentiation,” according to Gartner Group.

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5 Tips to Prepare Your Retail Team to Survive the Holidays

Customers That Stick

The holidays are a special time both for retail businesses and retail employees, a time of great challenge and opportunity. Having worked in retail for many years, I’ve seen how this season can test even the best retail teams.

When Things Aren’t Going Well, Will You Accept Blame?

ShepHyken

In a recent Shepard Letter, I wrote about the concept of giving recognition to the people who deserve it. Someone being recognized for what they bring to the organization is often overlooked. That’s a shame. People need to be recognized for their contribution to the team’s success.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Following Your Customers Online Without Pushing Them Away

Blueshift

In our modern tech-centric world of business, retailers have been forced to up their marketing game. One of the biggest ways in which this is done is through the careful and inconspicuous tracking of customers’ online habits.

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Automate Onboarding Federal Contractors: Your Process Checklist ?

Bizagi

Nothing says more to new federal employees and contractors about your organization than their initial experience during onboarding. Imagine this scenario…. Your new contractor is excited and the possibilities in their new role seem boundless. But then… the first day is a mess.

There's no one-size-fits-all in CX

Hello Customer

The Platform Hello Customer Customer Experience

3 Reasons Why Your Small Business Needs Email Automation

Survicate

The post 3 Reasons Why Your Small Business Needs Email Automation appeared first on Survicate. Benefits

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Talkdesk carves out a lead in CCaaS market. Thankful in final quadrant of 2019.

Talkdesk

As we approach the season of giving thanks, which is also near the end of the year, it’s an appropriate time to reflect and appreciate 2019.

8 Contact Center Trends to Watch in 2020

In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!

3 Workforce Development Review Blog Posts for You

One Millimeter Mindset

This workforce development review blog post focuses on storytelling as a key component of a compelling human capital strategy. Ponder how this strategy creates more professionally diverse and inclusive workplaces. Because co-created storytelling connects employees to one another.

Our Favorite Thank You Notes from Customers and Testers

Centercode

‘Tis the season for gratitude. With Thanksgiving coming, we’re feeling especially grateful to work with you guys — the best customers, collaborators, contributors, and testers in the world!

Customer SuccessCon Berkeley 2019 Takeaways

ChurnZero

Top Five Customer SuccessCon Berkeley 2019 Takeaways. Last week ChurnZero sponsored Customer SuccessCon 2019 in Berkley, CA.

Thanksgiving Gratitude from One Millimeter Mindset Speaking Programs

One Millimeter Mindset

Wishing you all a Happy Thanksgiving. No matter where in the world you are. Regardless of your job title, pay grade, level of education or generation. What You Do and Who You Are make a difference to us all. I am grateful for your solid friendship over these past 10 years (yes 10!)

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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.

With customers becoming more demanding, can self-service really help?

Eptica

Date: Wednesday, November 27, 2019 Author: Pauline Ashenden - Marketing Manager With customers becoming more demanding, can self-service really help? Published on: November 27, 2019. Author: Pauline Ashenden - Marketing Manager Customer service is continually increasing in complexity.

Is Green the New Black Friday?

Brandwatch CX

Just for Fun React Research Trending

The personalization paradox

Integrate.ai

Personalization is often viewed as the Holy Grail of marketing. Virtually every company aspires to deliver experiences that are tailored to their individual prospects and customers. In doing so, they hope to build stronger connections with consumers and ultimately generate more sales.

Following Your Customers Online Without Pushing Them Away

Blueshift

In our modern tech-centric world of business, retailers have been forced to up their marketing game. One of the biggest ways in which this is done is through the careful and inconspicuous tracking of customers’ online habits.

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.

Northern Gas Networks Triple Triumph at Global Customer Experience Awards

CSM Magazine

The North of England’s gas distributor, Northern Gas Networks (NGN), scooped three awards at this year’s International Customer Experience Awards, in recognition of its world-class standards for customer service and cultural transformation.

5 Retail Innovation Trends That Reshaped 2019

Smarter CX

Today, the customer experience isn’t bound to any one physical or digital space, as 73% of consumers use multiple channels to shop , according to a Harvard Business Review study of 46,000 shoppers. Modern retailers understand this new omnichannel reality and are adopting retail innovation strategies to meet shoppers wherever they are — and on whatever device they choose.

Webinar: The Future of Customer Service – Trends to Test in 2020

CSM Magazine

Each year brings new ideas and new challenges to the customer service department. It can be tough to keep up, but to help you prepare for the year ahead we are bringing together some of the best in the business to talk over how we got here and what’s next.

The 11 Vision-ary Computer Vision Platforms That Democratize Developing And Deploying AI Solutions

Forrester's Customer Insights

Looking to extract a wide range of insights from images and video? Or develop new AI applications with vision capabilities? Or create vision-based solutions to drive operational efficiency, customer insight, customer engagement, or safety? You need a computer vision (CV) platform.

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AI & Community: Don't Hammer the Flowers

Speaker: Venessa Paech, Australia's Leading Community Specialist

Join Vanilla Forums on Tuesday, July 21, 2020 at 8:30 AM ET for this on-demand workshop led by Venessa Paech, Co-Founder of Australian Community Managers and Leading APAC Community Specialist.

Bad Data Series #4: Atari Doesn’t Like Apples

NetBase

Join us as we analyze memorably misinformed business decisions in our “Bad Data Series.” We’ll explore the many ways the wrong social analytics solution, offering inaccurate insight , could result in brands misunderstanding potential market opportunities.

Tips to Increase Your Email Marketing Campaign Open Rates

SmartMessage Blog

Email marketing is a low cost and effective marketing strategy to reach the right audience with engaging messages. Shooting the target at the right time with the best content is the key to campaign success. On the other hand, when your customers mark your emails as spamming, the vital metrics, including the open rate eventually decrease, and this productive channel becomes an inefficient method.

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Bad Data Series #4: Atari Doesn’t Like Apples

NetBase

Join us as we analyze memorably misinformed business decisions in our “Bad Data Series.” We’ll explore the many ways the wrong social analytics solution, offering inaccurate insight , could result in brands misunderstanding potential market opportunities.

What have we learned from 20 years of the experience economy?

MyCustomer

Podcast: 20 years of the experience economy. Chris Ward. Wednesday, November 27, 2019 - 09:09. Advocacy. Ecommerce. Experiential marketing. What have we learned from 20 years of the experience economy? Loyalty

[On-Demand Webinar] The State of Customer Education: Trends and Benchmarks Report

Speaker: Sandi Lin & Linda Schwaber-Cohen

In this webinar, Skilljar CEO Sandi Lin shared learnings from Skilljar's recent study and her insights on the state of Customer Education. She dug into key findings so you can benchmark against industry trends and understand how your strategy and metrics compare.

Work life balance – what does it mean and why does it matter?

Qualtrics

The expression ‘work-life balance’ covers a range of ideas, from businesses offering flexible working hours to employees making more of their leisure time. Here’s where the phrase comes from and what it means to your business. Work-life balance – can it be defined?

Last-Minute To-Dos For A Positive Customer Experience This Holiday Season

Forrester's Customer Insights

This blog post is part of Forrester’s Holiday 2019 retail series. The season of sales is here, and retailers are preparing for an influx of site traffic, store visitors, and (hopefully) purchases.

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3 Digital Engagement Insights We’re Grateful For

Lithium

With Thanksgiving upon us, all of us at Khoros are grateful for our amazing customers and we find ourselves reflecting on the many valuable insights they shared at Khoros Engage events this year. We’re highlighting three of those insights below; if you missed Engage and want to know what it was all about, take a look at the IDC report. Automation is here to support — not replace — care agents. That’s right. Robots aren’t taking over, but they are important to digital engagement.