Advantage Communications
JANUARY 12, 2021
With the hope and foresight of a new year now here, many executives are now proactively looking at new ways to grow their business in 2021, drive profitability, and improve the satisfaction and loyalty of their customer base.
NICE inContact
JANUARY 12, 2021
Ringing in the new year provides an opportunity to create a fresh start for your agents and your contact center – even despite the stale circumstances. So while the start of 2021 might not bring the overnight “new year, new you” fix we were all hoping for, here are some workforce engagement ideas to help refresh your agents’ mindset to start the year on the right foot.
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Storyminers
JANUARY 12, 2021
2021 is already a year of big changes. That makes planning tough. Let’s make it easier. Click on the video and ask a question that’s important to you. Go ahead, just ask it. Our team will consider it and I’ll get back to you with an answer. No fluff, no sales. It’s that simple. Go ahead, ask. You might get just what you need. The post You Ask, Mike Answers appeared first on StoryMiners.
Vanilla Forums
JANUARY 12, 2021
Nothing builds excitement for a new indie game like a mind-blowing game trailer. If you create something that is truly kick-ass, no gaming journalists or YouTuber can avoid mentioning your name; if not for your own benefit, for theirs. So how do you do it? What are the fundamentals of crafting a super cool game trailer to market the heck out of your new indie game Let’s find out!
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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.
Storyminers
JANUARY 12, 2021
The post The Future of Customer Experience – Virtual Course appeared first on StoryMiners.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Zonka Feedback
JANUARY 12, 2021
Most discussion about Net Promoter Score ® focuses on Detractors and Promoters - to pay attention to Detractors and prevent them from churning and to leverage the promoters to promote your brand. In this, most businesses tend to ignore or neglect the third and very important segment of NPS - the Passives.
Team Support
JANUARY 12, 2021
ServiceXRG and TeamSupport have joined forces to create a comprehensive study of the Support industry that is now available for download. The 2021 Customer Support Transformation report examines current trends in Support delivery and offers tangible guidance for Support and Service professionals to meet growing expectations of both customers and company executives.
Ecrion
JANUARY 12, 2021
1. Meets Customer Needs | 2. Easy Access to Documents/Services | 3. Cloud CEM Generates Leads |. 4. Embraces Diverse Solutions | 5. Keeps Your Business Ahead. While 70% of businesses cited their customer retention strategies as average at best, nearly everyone agrees that it is a priority. This makes sense when you consider that a mere 5% increase in consumer retention can lead to a full 25% increase in profits.
One Millimeter Mindset
JANUARY 12, 2021
Being professionally understandable is a huge part of how you show up to work each day. When people do not understand what you are saying, they cannot figure out what you want. Or what you really need. Or even what you both can accomplish working with each other and for each other on behalf of better serving clients. In speaking to, coaching and facilitating cross-functional teams, I’ve identified three always-on miscommunication scenarios.
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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.
ShepHyken
JANUARY 12, 2021
The New, Better Customer Experience. How to Drive a Customer-Centric Culture. Shep Hyken interviews Dennis Wakabayashi , the VP of CX Solutions Delivery for RR Donnelley. They discuss strategies for creating customer-centricity by improving the employee and customer experiences. Top Takeaways: There are two halves to customer centricity. One is the great leaders of CX, who are inspirational catalysts for creating customer-centric culture.
CX Workout - Ideas Blog
JANUARY 12, 2021
Customer Experience Collaboration and Case Management – Made Simple. Complex case management – handled simply. It’s usually the complex and unpredictable customer cases that make it past your automated processes and self-service channels to reach your agents. To handle them, agents need increasingly specialized knowledge—knowledge about which step is next and what information is relevant when a case takes an unscripted turn.
ChurnZero
JANUARY 12, 2021
This is a guest blog post by Kristen Hayer, Founder & CEO of The Success League. . Nobody loves it when a customer feels the need to escalate their concern. For the customer, it feels like they have to take an extra step to accomplish what should have happened, from their perspective, in the first place. A CSM can feel like they haven’t done their job well, and may even feel like their company reflects poorly on them as a CS professional.
delighted
JANUARY 12, 2021
Find out how your real-time NPS compares to competitors in 20 industries with Benchmarks, our newest in-platform report. Prior to this release, our reporting features were all geared towards easy customer experience performance monitoring and feedback analysis for your Delighted survey results. With this report, you’ll be able to get an external benchmark for how strong your customer experience is, in quick and simple Delighted fashion.
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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,
Forrester's Customer Insights
JANUARY 12, 2021
^CLICK IMAGE FOR FULL SCREEN^ The channel software stack comprises a group of technologies that help companies develop, design, and execute plans to find, recruit, onboard, develop, enable, incent, co-sell with, manage, measure, and report on partners. Delivering automation of indirect sales processes, workflows, and partner programs, channel software is becoming increasingly critical to a […].
Amplifai Coaching Category
JANUARY 12, 2021
Call Center Coaching Effectiveness has long been a challenge for both BPO/Outsourcers and direct contact centers alike - here are the top 10 causes we repeatedly see contributing to stagnant customer experience, waning employee morale, and disappointing performance improvements.
Zonka Feedback
JANUARY 12, 2021
While measuring Customer Loyalty with NPS®, you’d always get a few (or many) detractors. It’s unavoidable, but definitely hurtful. All businesses tend to have unhappy customers. And as much as we all may like to ignore them and look at the positives, we know it’s probably the most crucial to look at the detractors and resolve their issues. Researches suggest that the risk of customer churn increases by 15% just by not replying to the customer's issues and complaints.
Russel Lolacher
JANUARY 12, 2021
“Tear down silos!” “Let’s silo smash!” “Break down those walls!” These are passionate phrases I’ve heard repeatedly when it comes to employee engagement and change management, in a perceived effort to improve an organization by fostering collaboration and understanding through HULK SMASH language. I frequently used these phrases myself, in an effort to demonstrate my passion for transformation.
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.
Gainsight
JANUARY 12, 2021
Welcome to Gainsight’s ‘Change the Game in Five Minutes’ series. In this interview, our CEO, Nick Mehta, speaks with the Senior Manager of Scaled Customer Success at Adobe , Marissa Barcza. . Marissa focuses on strategic ways Adobe can be more efficient and effective. Her team manages nine B2B products across 4,500 accounts in the Americas. In the past year, she has seen an increase in small and medium-sized businesses’ interest in all products, especially e-commerce.
Customer Enthusiast
JANUARY 12, 2021
Over the holidays my wife and I dined at two steakhouses in the Denver area. Due to Covid-19 restrictions, we were not allowed to dine inside either restaurant. Instead, both restaurants had erected two 400’ sq outdoor tents with a seating capacity of 20 guests each. Both locations used exterior propane heaters to offset 30-degree […]. The post What pandemic?
Helen Dewdney
JANUARY 12, 2021
Education Minister asks for complaints – Praise for teachers is the response! Within 48 hours of Gavin Williamson (who has no experience in education) encouraging parents to complain to OFSTED if they were not happy with schools, over 5,000 emails were received praising schools. I added to the growing number of compliments with the letter below.
Amplifai Coaching Category
JANUARY 12, 2021
Consider this.all behavior IS action, but there are different categories of actions, and that differentiation is extremely useful when observing and evaluating performance in preparation for coaching.
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Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.
Zonka Feedback
JANUARY 12, 2021
While measuring Customer Loyalty with NPS®, you’d always get a few (or many) detractors. It’s unavoidable, but definitely hurtful. All businesses tend to have unhappy customers. And as much as we all may like to ignore them and look at the positives, we know it’s probably the most crucial to look at the detractors and resolve their issues. Researches suggest that the risk of customer churn increases by 15% just by not replying to the customer's issues and complaints.
Amplifai Coaching Category
JANUARY 12, 2021
The 2018 Customer Response Summit was incredible! For those that missed it, we've recapped our 48 hour immersion with the most innovative organizations disrupting Customer Experience!
CSM Magazine
JANUARY 12, 2021
A help desk is a fantastic bridge between companies and customers. You can assist people with their problems, find out what is good about your product or service, and what needs to be fixed. It is an essential tool if you want to satisfy the customers and constantly develop your product. It is the only way to remain relevant in the constant-changing world.
Amplifai Coaching Category
JANUARY 12, 2021
ICMI Featured Contributor article. Are you providing your workers an effortless learning experience? Or are they exhausting all of their energy before they can even access the right resources?
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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?
Oracle
JANUARY 12, 2021
If it seems like there are no longer any boundaries for how and when sales meetings happen, that’s because there aren’t. In a recent research report , 90% of sellers reported that they’ve taken sales calls in unusual places. It’s likely that if you’re a seller in 2021, you’ve had the experience of taking sales calls in the car, on vacation, at the doctor’s office, in the bathroom, or maybe even in the shower.
Amplifai Coaching Category
JANUARY 12, 2021
Leaders learned from leaders in exceptional keynotes, case studies, and panel events that broadened our perspectives and gave us hope for how we could further transform our operations to deliver on customer-centric visions!
Wootric CX Blog
JANUARY 12, 2021
A good CX program depends on two-way conversations between companies and their customers. It has been reported that nearly half (43%) of customers don’t bother complaining because they don’t believe companies care. Get ahead of that stat by demonstrating your company not only wants the feedback, you act on it. The three-tiered approach to customer follow-up (high touch, medium touch, and low touch) allows every company to effectively respond to customers, even if they can’t commit a lot of resou
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