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.

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.

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

Brand Watch


More Trending

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.

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.

Reporting Tools for Agencies and Businesses

Brand Watch


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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.

Why Facility Management Leaders Need B2B Customer Support Software

B2B Customer Service Blog - TeamSupport

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 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.

Lee Jacobs on the Connection Between Customer-Centricity and Startup Success


We recently sat down with early stage investor Lee Jacobs to get his take on the connection between customer centricity and startup success. Wootric: Hi Lee! Tell us about your career and how it led you to investing in early stage entrepreneurs.

Why Conversational AI Is Key to Customer Service in the Customer Experience Era

In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica white paper to learn how important conversational AI is to your CX strategy.

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.

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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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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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

The Changing Role of CX Testing in Digital Transformation

Speaker: Diego Lo Giudice and Chad Hendren

With new competition emerging every day, businesses are transforming themselves, and using software as a means to drive differentiation. Digital transformation has become a key initiative for businesses across the globe, and CX is ground zero. Register now for this webinar and hear from Cyara and their guest speaker, Diego Lo Giudice of Forrester, how testing and QA practices are changing to enable and accelerate digital transformation.

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.

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

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.

Engaging your existing customers: Four key strategies


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

Optimizing Customer Experience Data to Drive Business Success

Digital CX is an established practice. It’s time to focus on brick-and-mortar! This eBook covers the impact of CX on location-based businesses and best practices on how feedback is collected and data analytics are turned into insights that drive actionable improvements. Discover new ideas to fuel your business’s top and bottom line!

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.

Reimagining CX for Banking in the Digital Age


Register for the webinar. Lead goal. TM Form. Not a TM Form

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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Four strategies to transform your customer experience


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

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.