Thu.Aug 08, 2019

Customer Experience Trends You Must Be Aware Of

Survicate

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.

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

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.

More Trending

Enjoy the Super Saver Rate for Interactions 2020

NICE inContact

We’re excited to let you know that Interactions 2020 registration is officially open, and you can take advantage of our special Super Saver rate by registering now!

AI is here to help agents, not take their jobs

Comm100

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.

Enjoy the Super Saver Rate for Interactions 2020

NICE inContact

We’re excited to let you know that Interactions 2020 registration is officially open, and you can take advantage of our special Super Saver rate by registering now! Come join us from May 11 – 13 in fabulous Las Vegas at the Caesar’s Forum Conference Center, attached to the newly renovated Harrah’s Hotel, for all the expert speakers and informative breakout sessions Interactions is famous for. Be sure to register now and save up to $600 with the Super Saver rate!

What are the Benefits of Customer-Centricity?

Totango

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.

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

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. And, while it can be frustrating at times from a convenience standpoint, government agencies shoulder a significant burden in ensuring the privacy and security of its citizens, leading to possible longer handle times.

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

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.

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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

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How to Cut the High Cost of Contact Center Agent Attrition

Agent attrition has always been a burden on a company’s bottom line. When turnover runs rampant in the contact center, institutional knowledge is lost, productivity drops, the quality of service decreases, and employee engagement and morale go down. This white paper takes an in-depth look at the problem and explains how outsourcing can be used to fix it.

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

Brandwatch CX

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

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How to Choose a Customer Data Platform

Optimove

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.

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

Bizagi

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.

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

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

Centercode

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.

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

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.

How to Prevent Fashion Influencer Fraud with Social Listening

NetBase

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.

Why Your Business Should Use Predictive Trend Spotting

Brandwatch CX

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.

[Infographic] What is Intelligent Process Automation?

Bizagi

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.

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.

6 Questions You Should Always Ask Before Buying a CDP

Blueshift

Customer Data Platforms are today’s water-cooler chat topic of choice. Many thought leaders have been quick to sing the platform’s praises, making professionals eager to implement the solution in their own organizations.

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New API Endpoint for Recently Modified Point balances

Perkville

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

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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 To Create An Outstanding Customer Experience Strategy

Survicate

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

New API Endpoint for Recently Modified Point balances

Perkville

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

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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.