GetFeedback

AUGUST 23, 2016

Poor survey design yields fewer responses, leaving you with bad data that can lead to bad decisions. Here are 5 tips for designing surveys for success.

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Survey Tips Data 150

Customer Bliss

AUGUST 23, 2016

Episode Overview. Darryl Speach is a serial customer experience practitioner and change agent. He’s had leadership roles at New York Life, the Disney Institute, and Greystone and Company. I sometimes classify Darryl’s wisdom as “hard-earned and joyous,” and I think you’ll see that come through in this episode. About Darryl.

Chief Customer Officer 0

Chief Customer Officer Culture Leadership Insurance 0

NICE inContact

AUGUST 23, 2016

A company’s culture is a lot like a farmer’s soil, it’s the foundation from which all of your results grow. A farmer who tries to farm less-than-fertile soil would have a difficult time trying to produce a quality crop. In much the same way, if your company culture has a negative impact on your employees, it will be that much more difficult for you to produce positive business results.

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Contact Center Culture Poor Customer Service Tips 109

CX Journey

AUGUST 23, 2016

Image courtesy of d.emily13 I originally wrote today's post for Intradiem. It was published on their blog on February 23, 2016. The phrase "employee retention" sends shivers down the spines of some folks. And it ought to. Employee turnover is expensive to any company in a variety of ways, not the least of which is the impact on the customer experience, too.

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Leadership Employee Engagement Employee Experience Training 0

Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Data

ShepHyken

AUGUST 23, 2016

Jim Gilmore Shares Tips from His Latest Book, “Look: A Practical Guide for Improving Your Observational Skills”. Shep Hyken speaks with James Gilmore, co-author of, “ The Experience Economy ,” one of the best business books of all-time. In this episode of Amazing Business Radio , Shep talks to Jim about his latest book, “ Look: A Practical Guide for Improving Your Observational Skills.

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Tips Customer Experience How To Customers 66

Andrew Mcfarland

AUGUST 23, 2016

While telecom service is rated poor by almost every independent source, the notion that “Telecom Customer Service Can Afford To Be Terrible Because Switching Costs Are High” is wrong. Telecoms most emphatically cannot “afford” to provide poor service without.

Customer Service 55

Customer Service Customers 55

Influitive

AUGUST 23, 2016

Building a top-notch marketing machine isn’t easy—but harnessing the power of your customer advocates will help. Andy Mackensen, Co-Founder and CMO of HUMAN and SnackNation, gives his top seven tips for creating amazing marketing content that will generate lots of evergreen leads. (Hint: start talking to your advocates!) Who’s ready to talk about some smart.

Brands 56

Brands Marketing Tips Customers 56

Kate Nasser

AUGUST 23, 2016

Lack of empathy for customers is customer service incompetence. Give customers empathy long before they cry or leave. Insights fr The People Skills Coach™. The post Customer Service Incompetence: Empathy Only For Tears appeared first on KateNasser.com.

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Customer Service Customers Customer Care Contact Center 49

Provide Support

AUGUST 23, 2016

How to Hire Live Chat Agents Who Delight Your Customers. In a fast-paced world where convenience is prized above all else, it’s not surprising customers appreciate communicating via live chat. In fact, according to the Zendesk Benchmark report , live chat has the highest satisfaction level for any customer service channel. A live chat channel provides clients access to warm, friendly customer support without having to pick up the telephone.

How To 41

How To Report Customers Communication 41

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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.

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Talkdesk

AUGUST 23, 2016

Recently, two large airline carriers experienced major system outages that resulted in the delay or cancellation of thousands of flights. With millions of stranded travelers seeking resolutions, each company’s customer service line wait times surged, resulting in even greater customer frustration. For companies of all sizes, technology systems can sometimes malfunction and interrupt or suspend day-to-day operations.

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System Abandon Rate Call Center Wait Times 40

InteractionMetrics

AUGUST 23, 2016

If you’re not achieving your goals for the customer experience, you’re probably not measuring at the correct level; learn what that level is. Goals: Companies want to give and get value through the customer experience—what are your goals? To deliver proactive customer service? Reduce customer support calls? Increase customer loyalty? Sell more through each customer […].

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Metrics Customer Experience Loyalty Measurement 40

Avaya

AUGUST 23, 2016

Welcome to “An Introduction to Avaya Breeze Events,” the final installment in my introductory series of videos exploring Avaya Breeze™ from a development point of view. My first three videos showed you how to create a simple Snap-in that made a call, played an announcement, collected a DTMF digit, and took action based on that digit. In Part 4 you saw how to intercept and process an incoming call.

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Engagement Video System Connections 40

Customer Interactions

AUGUST 23, 2016

And How Customer Journey Optimization Provides the Visibility You Need

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Metrics Customer Experience Customer Journeys Customers 54

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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.

Communication

Brad Cleveland Blog

AUGUST 23, 2016

In recent years, I have seen a trend to streamline and simplify agent performance standards. In many cases, they had become too complex — weighted averages, percent time in this and that mode, formulas that would take a mathematician to figure … Continue reading → The post Agent Performance Standards: Keep It Simple appeared first on Brad Cleveland.

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Trends Call Center Contact Center Culture 26

Avaya

AUGUST 23, 2016

Summer in the U.S. is winding down. In stores, aisles of beach accessories are quickly being replaced with school supplies and pumpkin-scented candles. We say goodbye to vacations, neighborhood barbecues and, at Avaya, we bid a fond farewell to the interns who have worked by our sides throughout the summer months. Avaya’s internship program aims to hire the brightest university candidates and set them up to do meaningful work.

Telecommunications 58

Telecommunications Culture Marketing Technology 58

Brad Cleveland Blog

AUGUST 23, 2016

In recent years, I have seen a trend to streamline and simplify agent performance standards. In many cases, they had become too complex — weighted averages, percent time in this and that mode, formulas that would take a mathematician to figure out.

Trends 20

Trends Call Center Contact Center Culture 20

LiveChat

AUGUST 23, 2016

Excellent customer service experience is a holy Grail for all people working in business. We struggle all the time to provide the best possible service, we go hundreds of extra miles to make customers happy, and yet – we’re still getting negative feedback and customer complaints. But what if the problems you’re having are actually really simple?

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Customer Service Social Media Customer Experience Training 56

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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,

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Brad Cleveland Blog

AUGUST 23, 2016

In recent years, I have seen a trend to streamline and simplify agent performance standards. In many cases, they had become too complex — weighted averages, percent time in this and that mode, formulas that would take a mathematician to figure out.

Trends 20

Trends Call Center Contact Center Culture 20