GetFeedback

JANUARY 24, 2019

Today’s customers have high expectations for support. They want answers to their questions—and they want them quickly. In order to meet this demand, your team needs modern customer support tools that aid their efforts in providing the best customer experience possible. Whether you run a tiny support team with just a few team members or a large team with hundreds, you’ll need a number of software tools to make sure that you’re efficient, productive, and organized.

Tools 210

Tools Self Service Customer Experience Knowledge Base 210

CustomerSuccessBox

JANUARY 24, 2019

Customer Success is a new phenomenon and so, several companies club it with customer support. They feel that customer success is an extension to customer support. That is NOT true. All the functions post sales have gained importance in the subscription economy as now the power is in the hands of the customers. Anytime the customers feel that the product is not delivering the value that was promised or the customer experience is not good, they can easily move to a competing product.

Customer Success 67

Customer Success Financial Customers Metrics 67

TechSee

JANUARY 24, 2019

Innovative ways to provide customers with immediate assistance, guidance and support lies at the heart of every customer-centric organization. Live video support – where service is provided over a live video connection – has proven to be an effective method of driving high customer satisfaction ratings and building customer loyalty through personalized service.

Video 141

Video Contact Center Financial Call Flow 141

GetFeedback

JANUARY 24, 2019

Today’s customers have high expectations for support. They want answers to their questions—and they want them quickly. In order to.

Tools 195

Tools Customer Experience Customers 195

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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.

Customers

Kristina Evey

JANUARY 24, 2019

Successful teams are made up of the right people. This is true in sports and it is true in Customer … Read More Get the Right People on Your Customer Experience Team. The post Get the Right People on Your Customer Experience Team appeared first on Kristina Evey.

Customer Experience 153

Customer Experience Sports Customers 153

NICE inContact

JANUARY 24, 2019

Let’s face it, no one enjoys waiting in line. Whether we’re getting a coffee, a car wash, or checking into a hotel, we all just want fast and easy service, so we can get on with our day. . This same rule applies when people call into your contact center. . And if you think that more people are contacting you via your digital channels instead of calling you, think again.

Self Service 152

Self Service Contact Center e-support Omni-Channel 152

Vonage

JANUARY 24, 2019

Colin Greenwood and Richard Ogley are here to help. Specifically, they’re here to help you; the customer. As Senior Experience Director at Wolff Olins and Senior Manager of Service Design at Whitbread, respectively, Greenwood and Ogley spend their days head-scratching, chin-stroking and, ultimately, problem-solving to ensure your journey through the end-to-end consumer experience is memorable for all the right reasons.

Hotels 120

Hotels Banking Customers Consumers 120

NICE inContact

JANUARY 24, 2019

Meaningful data and reporting are critical elements for any contact center. Without an accurate read on performance and the quality of the service being provided to customers, managers can’t know where—or how—to improve. That’s the situation City Furniture, a leading home furnishings and accents retailer in Florida, found itself in with an on-premise Cisco system that consistently provided inaccurate information.

Data 137

Data Contact Center Retail Metrics 137

IntouchInsight

JANUARY 24, 2019

Learn more about some of the exciting new IntouchCheck features that have just been released.

147

147

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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.

Communication

Alliance by IFS

JANUARY 24, 2019

With service organizations laser-focused on advancing their Customer Experience (CX) initiatives, self-service is a critical topic. You can’t provide a. The post The Self-Service Imperative appeared first on IFS Blog.

Self Service 65

Self Service Customer Experience CRM Software 65

Influitive

JANUARY 24, 2019

If you love something—be it a Netflix series or a great new tapas bar—what’s the first thing you do? You tell everyone, especially the people most likely to find it interesting. B2B brands and products are no different. But is your entire company doing enough to make your customers’ voices heard? Forrester’s new report explores. The post A Peek Inside Forrester’s New Report On How Brands Can Win At Post-Sale Marketing appeared first on Influitive.

Report 74

Report Sales Brands Marketing 74

Optimove

JANUARY 24, 2019

I’ve been going back and forth with the concept of innately intelligent marketing for many months now. It may sound like a vague phrase devoid of much meaning, but I promise to illuminate what it means for us marketers. First, the inspiration behind the notion of innate intelligence: I’m a biology and natural science buff and, as you know, our body possesses instinct – We inhabit a wonderous machine that just knows what to do – our immune system knows when to kick in, our metabolism keeps

Marketing 72

Marketing System Connections Technology 72

Bizagi

JANUARY 24, 2019

What exactly is RPA? RPA stands for robotic process automation. While there are multiple ways to describe RPA, EY sums it up nicely as “the use of software that mimics human behavior to carry out repetitive, high volume administration tasks.”. There are not any physical robots involved, the bots are in fact software. It is essentially automation that carries out tasks usually completed by humans.

Software 68

Software ROI Banking System 68

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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,

Tips

CSM Magazine

JANUARY 24, 2019

When you have an enraged customer on the phone or in front of you, nothing threads the needle like mirroring the customer’s words. Copying the customer’s angry expressions makes the customer feel heard and understood. When the unreasonable customer feels like you’re listening is when they go from a boil to a simmer. There are only three things you have to remember to do when mirroring: Copy the last three words the customer says: Pause for a beat.

Hotels 68

Hotels How To Customer Service Training Training 68

Customers That Stick

JANUARY 24, 2019

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

Customer Service 60

Customer Service Customers 60

UJET

JANUARY 24, 2019

There’s no denying that excellent customer service is crucial for your business.

Trends 82

Trends Customers Customer Service Customer Experience 82

Totango

JANUARY 24, 2019

Your customers should be your greatest obsession. The digital transformation of business has created a customer-centered economy built on subscriptions, personalized services, and new definitions of customer loyalty. No longer can we be content with a traditional account management relationship that consists of monthly calls and simple questions of, “Is everything okay?”.

Customer Engagement 54

Customer Engagement Engagement Lifetime Customer Customers 54

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.

Retail

UJET

JANUARY 24, 2019

There’s no denying that excellent customer service is crucial for your business.

Trends 78

Trends Customers Customer Service Customer Experience 78

North Highland

JANUARY 24, 2019

In part one of our blog series, we discussed how health and human services (HHS) programs can achieve better outcomes through a holistic approach. These successful approaches are built on insights from a broad range of data about the agencies’ clients, ultimately aimed at helping individuals and families achieve sustained independence. The value of insights can be applied to several timely challenges.

Government 56

Government Data Case Study System 56

ClientSuccess

JANUARY 24, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. Each day we learn from the trenches what it takes to make clients happy and successful.

eBook 49

eBook Customer Success Metrics Culture 49

SaleMove

JANUARY 24, 2019

At SaleMove, we know that the most forward-thinking companies are those led by executives who are always searching for new ideas—and new ways to operationalize them. As our CEO, Daniel Michaeli explains, “Organizations and the people who work in them learn from all manner of teachers and examples.” Here are six Podcasts sure to expand any CTO’s skillset, whatever their reason for listening. 1.

Entertainment 48

Entertainment Video Technology Trends 48

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Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.

Training

NetBase

JANUARY 24, 2019

Casual dining, fast casual and quick service restaurants face many of the same challenges – from how to interact meaningfully with their target audiences to how to manage angry – and influential – consumers. Not to mention the little detail of the food itself – it needs to be delicious, priced right, and accompanied by exceptional customer service. We’ve researched the space and the NetBase Social Media Industry Report 2019: Restaurant Brands offers a Who’s Who of top 100 restaurants – some that

Report 45

Report Social Media Exceptional Customer Service Trends 45

Playvox

JANUARY 24, 2019

Preparation is key for effective quality assurance. If you just drop your QA analysts in at the deep end and expect them to start transforming your customer service within a matter of days, you won’t see the results you’re hoping for.

How To 42

How To Customer Service Customers Management 42

Optimove

JANUARY 24, 2019

I’ve been going back and forth with the concept of innate intelligent marketing for many months now. It may sound like a vague phrase devoid of much meaning, but I promise to illuminate what it means for us marketers. First, the inspiration behind the notion of innate intelligence: I’m a biology and natural science buff and, as you know, our body possesses instinct – We inhabit a wonderous machine that just knows what to do – our immune system knows when to kick in, our metabolism keeps us

Marketing 40

Marketing System Connections Technology 40

SaleMove

JANUARY 24, 2019

At SaleMove, we know that the most forward-thinking companies are those led by executives who are always searching for new ideas—and new ways to operationalize them. As our CEO, Daniel Michaeli explains, “Organizations and the people who work in them learn from all manner of teachers and examples.” Here are six Podcasts sure to expand any CTO’s skillset, whatever their reason for listening. 1.

Entertainment 40

Entertainment Video Technology Trends 40

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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

Customer Experience

Stella Connect

JANUARY 24, 2019

In 2005, Micah Citti received an offer he couldn’t refuse. Micah had begun his career in the early ‘90s as a customer service agent. He eventually worked his way up […]. The post How ESPN Built a World-Class Customer Service Team From Scratch appeared first on Stella Connect.

Customer Service 40

Customer Service Connections Customers Engagement 40

SaleMove

JANUARY 24, 2019

At SaleMove, we know that the most forward-thinking companies are those led by executives who are always searching for new ideas—and new ways to operationalize them. As our CEO, Daniel Michaeli explains, “Organizations and the people who work in them learn from all manner of teachers and examples.” Here are six Podcasts sure to expand any CTO’s skillset, whatever their reason for listening. 1.

Entertainment 40

Entertainment Video Technology Trends 40

ProProfs Chat

JANUARY 24, 2019

If you want better answers, ask better questions. The importance of surveys and researches cannot be stressed enough. Should I open a store in the neighboring state? Would people buy if we launch a new product? Are our customers happy with the existing products? Questions like these can only be answered by your customers, the people who use your products on a daily basis.

Survey 40

Survey Net Promoter Score Effort Score Software 40