BlueOcean

FEBRUARY 7, 2019

It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e. off the phone) – upsetting the least number of hurdles, extra points for a graceful gait – was the champion, the most successful, the most likely to win “customer service agent of the year.”.

Metrics 219

Metrics Customer Care Measurement Contact Center 219

iPerceptions

FEBRUARY 7, 2019

Doesn’t it feel not very long ago that we were kicking our feet up, sipping eggnog and enjoying the holiday season?

Customer Experience 69

Customer Experience Customers 69

ProProfs Chat

FEBRUARY 7, 2019

Wouldn’t it be wonderful if a majority of your customer-related issues could be tackled with only one question? Wouldn’t you like it if you could identify customer issues with a simple question? In his article titled, “The one number you need to grow,” Frederick F Reichheld introduced us to that question. For people familiar with the customer experience setting, they will recognize this article as the one in which Net Promoter Score (NPS) was introduced.

Net Promoter Score 53

Net Promoter Score NPS Metrics Comparison 53

Lumoa

FEBRUARY 7, 2019

We asked Dennis Snow how to build customer centric culture and what customer experience means when working at Disney World.

Customer Centricity 224

Customer Centricity Culture Customers Customer Experience 224

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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

Heart of the Customer

FEBRUARY 7, 2019

As 2018 wrapped up, we finished mapping three very different B2B journeys – healthcare, manufacturing, and distribution. We found one major consistency: customers in all three reported recent backorder issues. The customers were all businesses, but that’s where their similarities ended. Some were mom and pop retail storefronts; others were global manufacturers whose names you […].

B2B 84

B2B Healthcare Retail Report 84

Bizagi

FEBRUARY 7, 2019

What’s your digital transformation strategy for 2019? Does it involve digital process automation? Forbes reports that “process automation is the foundation [for digital transformation]”. Here at Bizagi, we believe the same. By the end of 2019, Forrester predicts that 40% of enterprises will have automation centers and frameworks in place as they try to find the best way to structure their technology and workflows.

Strategy 83

Strategy Competitive Advantage eBook Roadmap 83

Chadwick Martin Bailey

FEBRUARY 7, 2019

Shared from ITA Group. Over the past few months, we’ve explored the impact of social psychology on employee engagement and how emotions can affect the employee experience. These findings were part of an in-depth research study conducted by ITA Group and CMB , a full-service custom market research firm. Now, we’re inviting you to tune in to our next webinar to see how we leveraged scientific insight into human motivation and advanced analytic techniques to identify the five critical psychological

Employee Engagement 75

Employee Engagement Engagement Groups Study 75

UJET

FEBRUARY 7, 2019

Communication has existed for millions of years. Animals have various forms of communication and scientists discovered cave paintings dating back more than 64,000 years ago. Communication can be verbal, visual and even physical, but all have the same purpose. It’s to convey a message.

Communication 63

Communication Customer Service Customer Experience Customers 63

Customers That Stick

FEBRUARY 7, 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.

Tips 60

Tips Customer Service Customers 60

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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

ProProfs Chat

FEBRUARY 7, 2019

Twenty three percent consumers seek face-to-face interaction for complicated customer service issues like troubleshooting. But only 5% of customer service interactions begin with a face-to-face meeting. Now, did you notice something? Interactions are essential for both your customers and for your business; so to get it right is all the more important today.

Communication 63

Communication How To Customers Software 63

NetBase

FEBRUARY 7, 2019

There are many places your brand could be creating a presence for itself online right now, and one that you just cannot ignore is (you guessed it) Instagram. The engagement that savvy brands are experiencing on this platform is nothing short of stunning. But it doesn’t happen by chance, and The 2019 Complete Guide to Instagram Listening Strategy eBook , reveals what winning brands and doing – and how!

eBook 56

eBook Strategy Analytics Brands 56

ProProfs Chat

FEBRUARY 7, 2019

Jeff Davidson has rightly said, “Don’t let your email dictate your priorities”. Talking about priorities, customer support is on the top of the mind of any business today. The growing importance of customer service cannot be ignored when every other brand is after acquiring more and more customers and retaining them as well. Email, of course, cannot alone serve the purpose of customer support.

Software 58

Software Report Training Analysis 58

Advantage Communications

FEBRUARY 7, 2019

Are you hearing the same customer complaints over and over again? If you want to offer an unrivalled customer experience , it’s time for your business to find the root cause of customer complaints.

Customer Experience 56

Customer Experience Customers Trends Customer Service 56

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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

inmoment

FEBRUARY 7, 2019

As a CX professional, I’m sure you’re sick of hearing about your customers’ increasing expectations. Well, I’m right here with you. This statement may be common, but it’s incredibly over simplified. Yes, customers expect more from brands, but they do so because there are brands out there delivering phenomenally simple, fast, different and even profound experiences.

Trends 56

Trends Customer Experience Consumers Report 56

Totango

FEBRUARY 7, 2019

We Are Upgrading All Users to Spark. In the early half of 2018 we launched Spark , which enables Customer Success teams to focus on results rather than task and activities. At that time, we made a commitment to provide our customers with the time and assistance they needed to fully transition their business. We have two important points to share on this transition: 1.

Knowledge Base 48

Knowledge Base Resources Customer Success Report 48

Talkdesk

FEBRUARY 7, 2019

Based on its recent analysis of the North American cloud contact center market, Frost & Sullivan recognizes Talkdesk, Inc. with the 2019 North American Product Line Strategy Leadership Award for its Talkdesk Enterprise Cloud Contact Center. Here’s a summary of why Talkdesk won this prestigious Frost & Sullivan award: Background: The emergence of the cloud contact center has provided answers for numerous issues plaguing contact center systems, including: The need to rapidly scale to handl

Contact Center 45

Contact Center Leadership Analysis Software 45

Oracle

FEBRUARY 7, 2019

Oracle Modern Customer Experience 2019 will take place March 19-21 at the Mandalay Bay Convention Center in Las Vegas, with 100+ planned sessions focusing on the hottest topics in customer experience. Over 20 of these sessions will focus specifically on commerce trends and technologies. **Ready to register now for Oracle Modern Customer Experience 2019?

Customer Experience 44

Customer Experience Conference Ecommerce Roadmap 44

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

Playvox

FEBRUARY 7, 2019

Customers depend on well-trained, well-informed service agents for a quality experience — and this only happens through effective management. Working in a team leader role in a call center environment can be daunting, especially if you have a large group of agents looking to you for guidance and encouragement.

Call Center 41

Call Center Groups Training Management 41

Optimove

FEBRUARY 7, 2019

Serving over 10 million customers in 40 different countries annually is a real challenge. When the executives from the Amsterdam-based digital travel company, lastminute.com, wanted to improve its customer marketing , moving from mass, undifferentiated communications to segmented and personalized ones, they prudently looked into ways to empower their marketing team.

Hotels 40

Hotels Travel CRM Groups 40

Confirmit

FEBRUARY 7, 2019

The time has come! The 2019 Confirmit ACE Awards are open and the judges are looking forward to cracking on with reviewing some submissions. I think they’re going to be busy. We’ve had quite a flurry of early nominations in already so we’re set for an exciting year. Many of you will be very familiar with the ACE Awards by now. We’ve been running them since 2005 and lots of Confirmit clients have entered for several years.

NPS 40

NPS Financial Tips Customer Satisfaction 40

Think Customers

FEBRUARY 7, 2019

Customer care leaders are challenged with finding, keeping, and engaging employees during this tumultuous employment climate. Human Resources can be the secret weapon to help stand out among competitors. Data-focused strategies and a commitment to new ways of engaging employees help firms get, keep, and grow the best customer support talent, which leads to the best customer experiences.

Strategy 40

Strategy Data Customer Care Resources 40

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Training

datastax

FEBRUARY 7, 2019

Sling TV is an over-the-top (OTT) live streaming content platform that instantly delivers live TV and on-demand entertainment via the internet and customer owned and managed devices. This includes a variety of smart televisions, tablets, game consoles, computers, smartphones and streaming devices (16 platforms total). It is currently the number one live TV streaming service with approximately 2.3MM customers.

Wireless 40

Wireless Entertainment Data Software 40

kommunicate

FEBRUARY 7, 2019

Nowadays, in this competitive market, building a great product is not enough. Now the trend is inclined towards creating more value. It’s not easy to hold on to your customers only by selling a great product. Remember your competitors also have more or less a similar product as yours and they can easily steal your [.]. The post Benefits of Using Customer Support Software appeared first on Kommunicate Blog.

Software 40

Software Trends Customers Marketing 40

Forrester's Customer Insights

FEBRUARY 7, 2019

This is part 1 of my blog series on the future of CX measurement (read part 2, part 3, and part 4). CX pros can learn a lot from the inverted U theory. It describes that more is better. until it isn’t.

Measurement 49

Measurement Survey 49

Grade.us

FEBRUARY 7, 2019

Learning from other people's mistakes and missteps can be one of the easiest ways to get to your own success faster. It's one less mistake you can make yourself. And when you're talking about starting an agency, there are plenty to be made. So I rounded up ten agency owners and asked them to tell me what they wish they'd known when they got started, so I could help you make ten less mistakes as you get started.

Social Media 31

Social Media Consulting Marketing ROI 31

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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

Forrester's Customer Insights

FEBRUARY 7, 2019

This is part 2 of my blog series on the future of CX measurement (part 1, part 3, and part 4). If you think of the app of ride-sharing giant Uber as an example of how to collect customer feedback, think again. [For those who haven’t used it recently, here is how it works.

Feedback 47

Feedback Measurement Examples Customers 47

Qualtrics

FEBRUARY 7, 2019

Qualtrics recently hosted an event in partnership with Braid. The event was the first inaugural event to bring women together from many companies and points in their careers. Ember: A Summit to Ignite Careers & Collaboration for Women, was an opportunity to meet people in every profession and in our community. It was a great time to connect with others and learn how to level up your career.

Leadership 29

Leadership Culture Groups Meeting 29

Forrester's Customer Insights

FEBRUARY 7, 2019

You’re hearing with increasing frequency that social listening platforms (SLPs) are incorporating artificial intelligence and that AI may eventually unburden humans from heavy social data management and analysis. The reality: This is exaggerated. You still need a hefty amount of human involvement to set the rules, train the data, and maintain the platform.

Analysis 45

Analysis Training Data Management 45