Fri.Jun 07, 2019

Introducing QR code surveys: Get feedback wherever your customers are


Digital survey distribution methods (think email, SMS text, chat link URL, and web intercept surveys) get great response rates and high-quality feedback for two reasons: they’re user-friendly and timed to catch folks while the experience is still fresh. QR code surveys, now available with our Link survey distribution method , extend those same exact benefits to feedback collection on real-world physical interactions. With QR code surveys, it’s easier than ever to get opinions on the go.

What is Call Center Shrinkage and How to Reduce It


Why You Should be Tracking Call Center Shrinkage in 2019 Do you know how many of your scheduled call center agents are actually available to take calls at any given time versus how many are on break, attending team meetings, doing after call work, out sick or late to their shift?

Surprise and Delight is Not a Strategy

Customer Enthusiast

Businesses that employ techniques to “surprise and delight” customers in an attempt to distract them from noticing systemic flaws in value (for price paid) or product or service quality are misguided.

Guest Blog: Connect With Your Customers & Watch Your Business Grow


This week we feature an article by Molly Moore about why phone calls and online chat can make the difference between customer-centric brands and everybody else. Despite our advances in technology today and the many ways in which we can now communicate, the phone call isn’t going anywhere.

The Omnichannel Olympics: Transform to Perform

Speaker: Ron Dutta, VP-Business Development and Omnichannel CX Solutions

We are currently in an age where customers of all ages are always on the go and do not have time to connect with companies over traditional channels. They want companies to provide more channels of communication and solve problems at their moment of need. How do companies continue to add more channels and keep up great customer service?

Facts, Fictions, and How We Talk About the End of the World Online

Brandwatch CX


More Trending

Why Facility Management Leaders Need B2B Customer Support Software

Team Support

The facility management industry is unique. You’ve got customers with all different types of buildings and a wide array of needs and demands. This means there’s isn’t a “blueprint” for how to deal with customer issues as they arise. Fortunately, B2B customer support software exists to help!

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ChurnZero Customer Success Professional Spotlight


It’s time for another installment of our blog series where we spotlight a Customer Success professional and get their take on the industry as well as get to hear some of their top tips they’d like to share. Today, we are going to be showcasing – Jason Conrad.

How Do Customers Actually Use Your Product?


This may seem like a really odd question on the surface. But, if you’re working at a software company today, or ever have, you know it’s really not that strange to ask, “How are our customers actually using our product?” For most of the history of software, we simply did not know how to answer this.

6 Email Management Tips That Can Increase Your Productivity By 90%

ProProfs Chat

Email is still a crucial channel to master if you want to be successful. Brands have been sending more emails than ever, and marketers consider emails to be among the most effective online communication channels.

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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.

Astea to Present at the Stifel 2019 Cross Sector Insight Conference


Astea Executive Leadership to Present at the 2019 Stifel Cross Sector Insight Conference on June 10. HORSHAM, PA (June 7, 2019) — Astea International Inc.,

National Donut Day Analysis: Sentiment is a Slam ‘Dunk’


Social engagement doesn’t have to be – and shouldn’t be – limited to your own brand campaigns, or interactions initiated by customer service issues. Holidays like National Donut Day offer brands a chance to talk to social audiences like a person – especially when the topic is so full of love.

Reporting Tools for Agencies and Businesses

Brandwatch CX


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Happy Employees Make Happy Customers

Beyond Philosophy

Happy Employees Make Happy Customers. When your employees are happy, they are more likely to make your customers happy. Common sense dictates that this is logical.

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.

Boost your product using your online community: 5 must-do’s!


A successful product-community relationship doesn’t just happen on its own—it takes time, effort and commitment. What are the most effective ways to manage this relationship and ensure you are building your product to suit the needs of your customers? Building better products

Design Thinking Can Deliver an ROI of 85% or Greater

Forrester's Customer Insights

The Benefits of Design Thinking Are Quantifiable and They’re Compelling By Ryan Hart (Principal Analyst, CX) and Benjamin Brown (Senior Consultant, Total Economic Impact) Design thinking has historically enjoyed “blind support” among executive leaders based on its perceived value.

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4 Ways Online Courses Help You in Real Life

CSM Magazine

The advantages of taking online courses over going to a traditional, brick-and-mortar institution are many. Apart from offering you time flexibility by allowing you to take lessons at your preferred time, they also save you the hassle of having to physically to a classroom facility.

Infosecurity Europe 2019: Incremental Evolution Rather Than Revolution

Forrester's Customer Insights

I have spent the last three days attending Infosecurity Europe 2019, the largest security trade show in the UK and Europe. As ever, before coming I have tried to predict the big theme or trends that CISOs should take note of.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

Infographic: 5 Ways To Boost Sales of a Brick and Mortar Retailer


Infographic – How to Boost Sales of a Brick and Mortar Retailer. Are you looking for ways to boost sales of brick and mortar retailer? Though booms and slumps are somewhat inevitable, there are a number of tricks which you can apply to boost sales of a brick and mortar retailer. This article and the infographic below share some ideas on how to increase traffic and acquire new customers, And then make sure these new customers remain loyal, by providing excellent service.

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Marketers: Manage Your Automation Portfolio

Forrester's Customer Insights

Marketers will run a portfolio of automation technologies; take an organized and intentional approach to this complex but crucial effort.

How Loss Prevention Audits Help Retail

Ann Michaels and Associates

The loss prevention audit is a means of providing an objective and consistent evaluation of company standards, operating procedures and internal controls.

Robo-Advice Claims Another Victim: FORR in 3 Video

Forrester's Customer Insights

In this episode of our video blog series FORR in 3, Vijay Raghavan and I discuss the challenges of robo-advice, some of the latest failures in this space, and what this means for a technology market that has seen over $2 billion investment in the last decade.

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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.

Unforgettable Episode 38: Experiential Retail Trends and Why In-Person Still Matters [VIDEO]

Smarter CX

Unforgettable is a customer experience education program, focused on delivering fresh content weekly to give business leaders what they need to succeed in a customer-driven, digitally-disrupted world. The program brings together the expert minds of Jay Baer , Shep Hyken , Jeanne Bliss , Ian Golding , and Blake Morgan to spotlight modern customer experience excellence. Get the latest content by bookmarking

The FTD Lesson For Long-Standing Brands: Don’t Rest On Your Laurels

Forrester's Customer Insights

FTD Gets Caught In A Terrible Game Of Pickle Century-old floral delivery stalwart FTD filed for Chapter 11, sending shivers through C-suites of venerable brands everywhere. In a growing US flower market, this pioneer should have dominated.

Engaging your existing customers: Four key strategies


Download this Whitepaper. Lead goal. TM Form. Not a TM Form

PEAK Human: Help Your Employees Ascend Above Your Organizational Chaos

Forrester's Customer Insights

Before an organization undertakes any transformation, restructuring, or automation initiative, it needs to ask: What do our employees need to become so that they can thrive in an environment with more chaos and uncertainty?

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.