QuestionPro Audience

FEBRUARY 7, 2018

Every good idea should be supported by extensive research. Businesses can’t afford to go to market with a new product that hasn’t been properly researched. If you’re unconvinced, let us remind you of “new Coke”, which was launched in 1985 after Coca-Cola lost market share to their rival, Pepsi. Coke’s decision to alter their traditional recipe resulted in major outcry from consumers, who inundated the company’s call centers with more than 400,000 complaints.

Data 230

Data Tips Survey Call Center 230

BlueOcean

FEBRUARY 7, 2018

Every day, we interact with executives who are in the early stages of discovery, looking for ways to improve their customer experience and/or drive cost out of their customer care model. The conversations often revolve around whether the time is right for them to consider an outsourced model. Obviously, every company is different: customer journey maps, pain points, and growth projections are all different.

Customer Journeys 168

Customer Journeys Abandon Rate Contact Center Customer Care 168

GetFeedback

FEBRUARY 7, 2018

How do you measure support quality? When we realized our Customer Satisfaction (CSAT) was inflated, we tried a new tactic: focusing on customer effort.

Measurement 150

Measurement Customer Satisfaction Customers 150

CX Journey

FEBRUARY 7, 2018

Image courtesy of Pixabay Is your company culture best described as a culture of excuses? If so, then you need to think about why that's happening. Why are people making excuses? Why do they feel they need to? Why is that OK? And then consider making "no excuses" one of your core values. Seriously. Have you ever had a conversation with one of your employees or a colleague about some topic - be it customer experience, employee experience, strategy, or the business in general - a topic, perhaps, w

Culture 127

Culture Leadership Employee Experience Communication 127

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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.

Customers

ShepHyken

FEBRUARY 7, 2018

It drives me a little crazy when I receive an advertisement in the mail from my cable TV or phone company offering me an incentive to sign up with them. First, I’m already a customer and can’t understand why they can’t figure that out. Second, why is the price they are offering a new customer lower than what I’m currently paying? This concept, offering a new customer a better deal than an existing customer, is nothing new.

Travel 113

Travel Advertising Loyalty Customer Service Training 113

Influitive

FEBRUARY 7, 2018

As an Advocate Marketing Manager at Cisco, I’m always striving to make our customers happier and more successful. We’re very lucky to have established a large, global community of Cisco certified professionals who are passionate about our products and lifelong learning since we launched our training and certifications program in 1993. For example, our.

Customer Engagement 78

Customer Engagement Engagement Training Examples 78

Bold360

FEBRUARY 7, 2018

It’s no surprise that how an organization chooses to communicate with its customers and prospects has a significant impact on the overall customer experience. Companies that provide the type of experience consumers are demanding (think: intelligent, always-on and personal) reap the rewards of lower costs, higher revenue, happier customers and agents, and a leg up on the competition.

Customer Engagement 59

Customer Engagement Engagement Strategy B2C 59

Eptica

FEBRUARY 7, 2018

Date: Wednesday, February 7, 2018 The 6 key challenges to successful self-service – and how to overcome them. Published on: February 07, 2018. Author: Sylvain Maugard Today’s connected consumers have high expectations of the brands they deal with. In particular they want them to value their time – and that means providing fast access to information, through their channel of choice.

Self Service 49

Self Service How To Knowledge Base Competitive Advantage 49

Stella Connect

FEBRUARY 7, 2018

Improving customer service can be as difficult as solving a complex puzzle. Even with all the right performance management pieces in place—robust call center training programs, regular QA reviews, and employee engagement initiatives—many customer service leaders can’t figure out how to crack the code. The problem for some of these organizations isn’t a lack of concern or effort on the part of leadership.

Contact Center 49

Contact Center Feedback Management Effort Score 49

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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

WorkOutLoud

FEBRUARY 7, 2018

The Ultimate Profile: Truly Understanding Your Customer. WorkOutLoud Feature Spotlight. Why is the profile so important? More than just demographics, the profile can help you better understand your audience, it can help people find each other, it can be used to connect the dots between people and content, customers and products, prospects and the right advocate or promoter.

Social Media 40

Social Media Groups Analytics Fashion 40

Elevio

FEBRUARY 7, 2018

User education is one of the most powerful ways to increase engagement and retention at scale, yet is often put in the too hard basket, leading to incomplete or outdated help docs and a missed opportunity to nurture a new user. Or perhaps you've nailed your content. but your users aren't able to find it easily enough. All your hard work, for nothing.

Meeting 40

Meeting Course Analytics Engagement 40

Stella Connect

FEBRUARY 7, 2018

Improving customer service can be as difficult as solving a complex puzzle. Even with all the right contact center performance management pieces in place—robust call center training programs, regular QA reviews, and employee engagement initiatives—many customer service leaders can’t figure out how to crack the code. The problem for some of these organizations isn’t a lack of concern or effort on the part of leadership.

Contact Center 40

Contact Center Feedback Management Effort Score 40

BlueVenn

FEBRUARY 7, 2018

Last year saw the world of retail suffer several high profile casualties. Joining Toys R Us was RadioShack, Payless ShoeSource, and a significant number of others who went into administration. While a tough retail climate claimed many of these businesses, the consensus is that those aforementioned might have avoided bankruptcy had they been quicker to adopt an omnichannel strategy.

Omni-Channel 40

Omni-Channel Strategy Retail Brands 40

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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,

Tips

Confirmit

FEBRUARY 7, 2018

Open-ended questions are a source of exceptional insight and vital context, allowing respondents to provide much richer feedback. Researchers can better understand respondents’ true feelings and attitudes about the survey subject – and create shorter surveys – by replacing endless check boxes with real words. In this webinar, Miguel Ramos, Product Marketing Manager at Confirmit, looked at the power of open-ended questions in Market Research studies.

Feedback 40

Feedback Video Study Survey 40

CSM Magazine

FEBRUARY 7, 2018

Aspect Software’s Consumer Experience Index Survey shows self-service and AI are redefining how consumers view customer service. Customer service is in decline – at least traditional customer service as we know it is. The number of people who contacted customer service over the phone declined 10 percent in the last two years and contact with customer service overall has dropped seven percent over the same period according to the latest findings from the Aspect Consumer Experience Index.

Self Service 40

Self Service Customer Service Poor Customer Service Chatbots 40

Brad Cleveland Blog

FEBRUARY 7, 2018

In thinking about the challenging job frontline agents have these days, I was reminded of an issue of The Edge of Service™ Newsletter that I published a while ago: The Edge of Service™ Newsletter, Issue 14: Hiring for Service: It’s Time for a Rethink.

Contact Center 40

Contact Center Call Center Culture Leadership 40

Maru/HUB

FEBRUARY 7, 2018

According to Forbes, bad customer service is costing the global economy $338 billion per year. Another study revealed just a one point increase in customer satisfaction reduces variance in future cash flows by 4%. In today’s era of informed, empowered and proactive customers, o rganisations need to understand the economic impact of their customers and act quickly to assess areas of financial risk and never miss an opportunity.

Financial 40

Financial Customer Experience Customer Satisfaction Study 40

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.

Retail

Brad Cleveland Blog

FEBRUARY 7, 2018

In thinking about the challenging job frontline agents have these days, I was reminded of an issue of The Edge of Service® Newsletter that I published a while ago: The Edge of Service® Newsletter, Issue 14: Hiring for Service: It’s … Continue reading → The post Hiring for Service: It’s Time for a Rethink appeared first on Brad Cleveland.

Contact Center 26

Contact Center Call Center Culture Leadership 26

Verint

FEBRUARY 7, 2018

Maybe you haven’t thought about this yet, but are you aware that contact centers are now using automation to modernize quality management? Automated Quality Management automates scoring of up to 100 percent of agent calls, ensuring modern, employee-empowering and cost-effective quality management. If that sounds too good to be true, keep reading. Automation capabilities can actually empower employees and make their lives—and those of your customers—even better.

Engagement 25

Engagement Effort Score Contact Center Management 25

Brad Cleveland Blog

FEBRUARY 7, 2018

In thinking about the challenging job frontline agents have these days, I was reminded of an issue of The Edge of Service® Newsletter that I published a while ago: The Edge of Service® Newsletter, Issue 14: Hiring for Service: It’s Time for a Rethink.

Contact Center 20

Contact Center Call Center Culture Leadership 20

Kayako

FEBRUARY 7, 2018

Support reps get tons of training from the moment they start their job—whether it’s on products, new feature launches, or soft skills like communication. This is great. Training gives new hires a solid baseline to start their jobs and do them well. While training is vital, it isn’t enough to help employees grow professionally at your company or in their careers.

Customer Service 211

Customer Service Training Feedback Interaction 211

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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.

Training

Comm100

FEBRUARY 7, 2018

Choosing a customer engagement software solution can be daunting. But you’re not alone — we’ve compiled this checklist of things to consider when evaluating different providers to help you stay on track. By keeping this list in sight during research — or using it to ask your vendor questions during a sales pitch — you will be able to avoid hidden drawbacks and make an informed decision about which customer engagement solution is right for your company.

Software 102

Software Customer Engagement Engagement Social Media 102

ReviewTrackers

FEBRUARY 7, 2018

Here at ReviewTrackers, we are committed to helping businesses effortlessly manage their online reviews , in ways that save time and maximize productivity. As part of this commitment, we’ve been working hard to build new integrations and deliver a customized ReviewTrackers experience that meets the unique and evolving needs of our diverse community of customers.

Net Promoter Score 7

Net Promoter Score Social Media Automotive Customer Relationship Management 7

Comm100

FEBRUARY 7, 2018

Creating a knowledge base is a great way to offer quick solutions for your customers and ease the strain on your customer service team. However, a poorly designed knowledge base can cause more problems than it solves, by tying your team up in pages that are difficult to read, or a navigation system that’s time-consuming to use. Designing a knowledge base is no easy task, but with the right guidance and by asking the right questions, you can create informative articles that customers will benefit

Knowledge Base 102

Knowledge Base Groups Video Examples 102

iCiDIGITAL

FEBRUARY 7, 2018

The terms “experience-led” and “experience-first” are buzzwords to describe businesses that put their digital users’ needs and wants first, ahead of other company goals. More businesses are becoming cognizant of what it means to prioritize the user experience and carry it across all of their digital channels. In digital marketing, “experience-first” has become an entire philosophy that businesses are embracing and using to build websites that are intuitive, easy to navigate, and responsive to th

Touchpoint 40

Touchpoint User Experience Advertising Marketing 40

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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?

Customer Experience

Oracle

FEBRUARY 7, 2018

With Valentine’s Day looming closer, the SmarterCX team is reflecting on the experience of finding love in the modern, digital age. US Census Bureau stats show that the rate of adults living sans significant other is climbing— as reported by CNN , 42% of US adults were living without a partner or spouse in 2017, up from 39% in 2007. But while US adults may be settling into more independent lives, that hasn’t stopped us from trying to find love, especially circa Valentine’s Day.

Meeting 44

Meeting Connections Video Survey 44

Comm100

FEBRUARY 7, 2018

It happens to many businesses. Imagine you’ve purchased what seems like the perfect customer engagement software for your company — the one that will take your customer relationships and revenue to the next level. At first you feel satisfied, confident in your investment. But as it turns out, the road to success isn’t without setbacks: Despite everything that this software provider promised, you begin to come across some unspoken — and unexpected — downfalls.

Customer Engagement 102

Customer Engagement Tools Engagement CRM 102