Thu.Aug 08, 2019

Customer Experience Trends You Must Be Aware Of


The post Customer Experience Trends You Must Be Aware Of appeared first on Survicate. Best Practices

Customer Effort: How To Measure It Right

Forrester's Customer Insights

How do you measure customer effort? Most customer experience (CX) pros use surveys. While the question text and scale they use can differ, the resulting score measures the level of effort. But we need to move beyond only measuring the level of effort.

Balancing productivity and customer service quality

Customer Enthusiast

Earlier this summer, I was relaxing by the pool at a well-known resort in Las Vegas. Because it was 100° in the shade, from the moment I settled into my lounge chair I was on the lookout for a beverage server. Within a few minutes, the server appeared carrying a tray with several drinks. I […].

Transform Citizen Connections with Cloud

NICE inContact

Our ability to interact and engage with our government is clearly fundamental to the functioning of our cities, states and nation.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

Must Read: 5 Books with Tips and Techniques to Improve Your Customer Experience and Service

Customer Bliss

I know we’re in August and the Back to School advertisements are making the rounds, but summer isn’t over yet! So if you’re heading on vacation soon or relaxing as business slows down a bit, here are a few book suggestions for you to uplevel your own CX skills and that of your team.

Tips 160

More Trending

Rescued animals, animal shelters and pet ownership

QuestionPro Audience

How many times have you seen somebody advertise on social media about putting their pet(s) up for adoption? Initially, the excitement of getting a puppy or a kitten home knows no bounds.

AI is here to help agents, not take their jobs


As AI becomes more and more commonplace, people are questioning “Is my job safe?”. Looking purely at the news coverage from mainstream outlets, you’d think that we’d all be out of a job by tomorrow and robots are taking over the professional world.

What are the Benefits of Customer-Centricity?


Imagine if you could give your customers that “day 1” feeling of excitement and potential throughout the entire customer journey. That’s the goal Amazon CEO Jeff Bezos has for his customers.

DIY Market Research – Partner with QuestionPro Audience

QuestionPro Audience

Is conducting DIY market research easy? How do I begin researching my market? Where will I get my target respondents? What questions should I ask them? And most importantly, will I be able to conduct successful research on my own? If you think only a professional research agency will help you solve these problems, you’ll be pleasantly surprised to know that the internet has helped change this business model. . Audience

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

Video Interviews = CX Impact

Heart of the Customer

I’m returning from a two-day Action Workshop, wrapping up a four-month journey mapping project. In the first day we shared the literal voice of the customer, collected through 46 video interviews with customers.

Video 99

Survey taking experience – what do respondents feel?

QuestionPro Audience

Not many would describe taking traditional surveys as a compelling experience. Reaching the modern internet user is becoming more of a challenge. There are multiple articles of people earning up to $1,000 per month through paid online surveys and it only takes a few minutes to sign up and get started. The problem is, there are plenty of paid online survey companies out there that aren’t legitimate. Audience

Survey 150

Microsoft’s Dona Sarkar on Co-Creation and Leading a Thriving Beta Program


Technology is developed to serve people, but those people – customers – haven’t always had their own seat at the product development table. That’s what makes the work of people like Dona Sarkar so compelling.

eBook 78

Soccer – gaining traction in the USA

QuestionPro Audience

Hands down, soccer is the most popular sport on this planet today. It is estimated that more than half of the world’s population (4 billion out of 7.7 billion) consider themselves to be soccer fans. But soccer in the USA is still far behind being the most popular sport. Americans are more into baseball, basketball, and NASCAR. Audience

Sports 150

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

How to Choose a Customer Data Platform


2019 is the year of the customer data platform (CDP). Marketing analysts and thought leaders have shared their frustration over disconnected customer data, and requests for CDPs are sprouting up like wildflowers in the spring.

Data 76

What Could The Death of Instagram’s Public ‘Like’ Count Mean For Marketers?

Brandwatch CX

Studio Collaboration Services – The Next Generation of Process Application Development in the Cloud


Bizagi 11.2.3 has arrived bringing new best-in-class cloud services for process application developers. Today’s digital economy brings many challenges to companies around the globe.

How to Prevent Fashion Influencer Fraud with Social Listening


Fashion influencer fraud is a troubling trend in the industry. Brands need to know how to spot fake fashionistas or they’re putting their brand – and marketing dollars – at risk. Currently costing brands more than one billion each year, fashion influencer fraud is big business.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

How Lineten Reduced Average Wait Time from 2 Minutes to 18 Seconds with Talkdesk


Earlier this month we sat down with the charming Quaid Combstock, Growth Lead at Lineten. Founded in 2013, Lineten brings together the best delivery companies and POS integrations shaping the future of the e-commerce industry.

Why Your Business Should Use Predictive Trend Spotting

Brandwatch CX

How to Create Successful Customer Service Stories: 9 Inspirations to do it Right

ProProfs Chat

Do you know that 52% of consumers make an additional purchase from a company after a positive customer service experience? Trust me, they all come looking for a good customer service experience, which at times, many brands fail to offer.

New API Endpoint for Recently Modified Point balances


We’ve added a new API endpoint to make it easy for developers to retrieve users’ point balances at a business. It’s documented here. tech api


A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

[Infographic] What is Intelligent Process Automation?


Intelligent Process Automation is the new way to innovate. Numerous organizations find their legacy systems are blocking digital transformation as they leave no room to incorporate new technologies.

New API Endpoint for Recently Modified Point balances


We’ve added a new API endpoint to make it easy for developers to retrieve users’ point balances at a business. It’s documented here. tech api


How To Create An Outstanding Customer Experience Strategy


The post How To Create An Outstanding Customer Experience Strategy appeared first on Survicate. Best Practices

7 Tips for Improving Your Call Center Service

CSM Magazine

Your call center is the face of your business to your customers. So the question is, what type of face are you presenting? If your call center service has been less than stellar, now is the time to ramp up your performance with these seven easy tips. Streamline Calls Using IVR Options.

5 Ways to Engage Employees for Immediate Impact

Speaker: Vicki Brackett, Author and COO of Sinousia

Author of the new book The Leadership Toolbox and Chief Operating Officer of Sinousia, Vicki Brackett shares creative and proven ways to engage your employees in either work at home environment or traditional brick and mortar. These strategies have been vetted by thousands of employees and have a track record of making immediate impact to customer service satisfaction scores, sales conversion, absenteeism and employee retention. When it comes to employee performance, you must be proactive on the front-end, or you are forced to be reactive on the back end!