QuestionPro Audience

JULY 11, 2017

A year ago, we published a series of best practice for questionnaire development. This year, we would like to highlight some common mistakes that research practitioners should avoid, to ensure their data collection effort is not wasted. We are calling them The Seven Deadly Sins Of Questionnaire Design. The Seven Deadly Sins emerged from an ecclesiastic era, and since then have evolved as broader ethic markers for those who prefer disinfected consciences.

Survey 344

Survey Study Data Culture 344

Kerry Bodine

JULY 11, 2017

Half an hour after the first round of introductions and ice breakers, our customer journey mapping workshop was in full swing. The five customers in my group were in the midst of a warm-up activity we often use to precede journey mapping proper—brainstorming and prioritizing the ways in which they interact with an organization, in this case a major retailer.

Customer Insights 199

Customer Insights Customer Journeys Exercises Touchpoint 199

Alida

JULY 11, 2017

Customer experience is middling at best, and that’s troubling for brands. Forrester’s 2017 Global Customer Experience Trends report found the vast majority of firms in digital and traditional retail, banking and insurance around the world only earned the research firm’s Customer Experience Index (CX Index) score in the “OK” range. Customers are feeling indifferent.

Customer Experience 183

Customer Experience Effort Score Omni-Channel Retail 183

BlueOcean

JULY 11, 2017

Looking for a new contact center outsourcer is rarely as simple as it sounds. That’s why we’ve pulled together our top “How To” procurement tips so you don’t have to spend hours hunting down the resources. From call center outsourcing costs and RFP questions to onboarding and strategizing with your new outsourced partner and their workforce management team, this Slideshow provides a high-level outline of everything you need to know.

Contact Center 168

Contact Center Call Center Tips Resources 168

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

Customer Bliss

JULY 11, 2017

Episode Overview. Catherine Courage is currently the VP of Ads and Commerce User Experience at Google, where she’s been since October 2016. This is his third time around in a tech customer experience role, previously having held similar jobs at DocuSign and Citrix. I’ve known her for several years and I thought she’d be a great guest because of the tech space background, the multiple times experiencing the role, and her overall understanding of products, experience, and how to

Leadership 0

Leadership Customer Experience Report Innovation 0

NICE inContact

JULY 11, 2017

“Beyond Expectations.” This simple tagline sits at the forefront of Focus Services ’ business vision. For a global, call center service provider with more than 3,000 employees across 12 facilities, it may sound like a bold statement. In a world where customer expectations and needs seem to change almost daily, how does a contact center stay one step ahead of it all?

Customer Expectations 120

Customer Expectations Innovation Contact Center Call Center 120

Michelli Experience

JULY 11, 2017

I first heard about “ it” in a Harvard Business article in 2016 and subsequently have been asked about “it ” by clients and colleagues alike. “ It” is yet another entrant into the C-suite. “It“ (actually a she or he) is a Chief AI Officer (CAIO). That’s right a human Chief Artifical Intelligence Officer ( not a machine or robot occupying an executive office ).

Chief Customer Officer 113

Chief Customer Officer Customer Experience Management Consulting 113

Uniphore

JULY 11, 2017

There is a definite shift towards a more personalized means of servicing the customer, an approach that offers benefits to both the organization and their clients. Read More.

Customer Service 100

Customer Service Customers 100

CX Journey

JULY 11, 2017

Image courtesy of Pixabay Do you know the difference? There's a bit of an alphabet soup going on when we talk about some of the statements that an organization must have in place to get all employees marching to the same beat. You need a mission statement, vision statements, core values, guiding principles, brand promise, purpose, and more, right?! Are these important?

Brands 90

Brands Course Tips Culture 90

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Customers

West Monroe

JULY 11, 2017

If you’re like me, Prime Day gets you excited for a good deal. I’ll admit it, I spent a good 20-30 minutes scrolling through the upcoming deals and adding several to my “Watching” list. If you’re Jeff Bezos, you’re excited that Prime Day is going to increase Amazon’s market share even further…. Here are four ways Amazon is using Prime Day to continue crushing competition: Increasing Amazon Prime memberships.

Contact Center 82

Contact Center Tips Video Innovation 82

ShepHyken

JULY 11, 2017

Carol Lee Andersen on How to Gain and Use Employee and Customer Feedback. Are your employees fulfilled, appreciated, and understood? Shep interviews Carol Lee Andersen , the President of Questback North America, about the importance of listening to not just your customers, but also to your employees. And, she shares the advantages and occasional difficulties of doing so.

Feedback 75

Feedback Employee Engagement Engagement Survey 75

Talkdesk

JULY 11, 2017

Talkdesk is named to the Forbes 2017 Cloud 100 list , the definitive list of the top 100 private cloud companies in the world, published by Forbes in collaboration with Bessemer Venture Partners. Talkdesk will be celebrated tonight in San Francisco at The Cloud 100 Celebration, an exclusive event hosted by Bessemer Venture Partners , Forbes and Salesforce Ventures.

Contact Center 0

Contact Center Leadership Culture Metrics 0

Magellan Solutions

JULY 11, 2017

To some degree, telephone answering services are underrated. Many business owners do not fully comprehend the amazing benefits that outsourcing telephone answering services can give to them and their entire company. For these business owners, it seems that telephone answering is not high up in the list of jobs that they should delegate to the experts.

Call Center 64

Call Center Financial Training Resources 64

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Communication

Topdown

JULY 11, 2017

In the past, software purchasing decisions and governance went more or less exclusively through the IT department. With the explosion of point solutions and easy-to-implement SaaS software, though, individual departments and lines of business (LOB) have been purchasing their own software for their own particular needs and operating more and more independently of each other.

Technology 59

Technology Government Software Customer Experience 59

Talkdesk

JULY 11, 2017

A couple of months ago, when Talkdesk launched AppConnect , the goal was to allow companies to add new solutions to their call center in the easiest way possible. To make that possible, we made sure that all AppConnect apps had three common features: Free trials available for all Talkdesk customers to experiment with new tools. One-click install that streamlines the process of adding tools to the call center.

Call Center 41

Call Center Contact Center Customer Confidence ROI 41

Provide Support

JULY 11, 2017

6 Reasons Why You’d Like a Career in Customer Service. If you are a student or contemplating a career change, you know that there’s plenty of career advice out there. However, it tends to offer pointers on careers that are currently hot or that will be in the future. Some of these jobs are indeed great employment prospects, and some of them will be occupations that are extinct a decade from now.

Customer Service 40

Customer Service Customers 40

CXApp

JULY 11, 2017

So, at this point you’ve shared internal communications , designed an experiential launch party , increased cross-organizational awareness, and prepared yourself for a successful mobile program roll-out. Everything is in place, and we now think you’re ready to start on-boarding customers by sharing your mobile app.

Communication 40

Communication Customers Leadership 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

ForeSee

JULY 11, 2017

Over the years, many top executives have come to rely on Net Promoter Score (NPS) as a reliable KPI to track customer loyalty and satisfaction over time. However, NPS falls short when it comes. The post Understanding the link between higher NPS and better CX scores (report) appeared first on ForeSee.

NPS 40

NPS Net Promoter Score Report Loyalty 40

Clicktools

JULY 11, 2017

Do you factor emotion into your CX strategy? Beyond the quantitative data points we’re used to gathering in surveys, more companies are beginning to bring harder-to-measure, qualitative factors into the CX mix as they leverage sophisticated feedback technologies such as text analytics. A recent CustomerThink article states: “While businesses may think they know their target audiences, the reality is that brand-consumer relationships are changing quickly, and in unexpected ways.

Omni-Channel 40

Omni-Channel Policies Fashion Feedback 40

Confirmit

JULY 11, 2017

Ten years ago this week, Confirmit announced the completion of its first corporate merger – the acquisition of UK-based technology company Pulse Train. In this mini-blog series, some former Pulse Trainers who are still with the company share their thoughts on the past decade. Like Mr Lockyer , I joined Pulse Train as part of the graduate program in 1997 (clearly they had some outstanding recruitment practices back then!

Training 40

Training Roadmap Technology Culture 40

Stella Connect

JULY 11, 2017

In our previous post , we outlined practical solutions for managing call center traffic. Banishing long wait times and confusing, irritating IVRs is a must for every brand. If you commit to doing it, you’ll delight your customers and make your agents’ jobs far easier. Today, we offer part two: serving customers better once they reach a live agent. In the right environment, and with the right tools and training, every agent can become a brand superhero and create customers for life.

Call Center Solutions 40

Call Center Solutions Call Center Policies Training 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

Confirmit

JULY 11, 2017

Ten years ago this week, Confirmit announced the completion of its first corporate merger – the acquisition of UK-based technology company Pulse Train. In this mini-blog series, some former Pulse Trainers who are still with the company share their thoughts on the past decade. Like Mr Lockyer , I joined Pulse Train as part of the graduate program in 1997 (clearly they had some outstanding recruitment practices back then!

Training 40

Training Roadmap Technology Culture 40

Grade.us

JULY 11, 2017

Clients are losers. They’re losing business to competitors, losing because they’re missing reviews, losing because they have negative reviews. The vast majority of clients are struggling to get ahead. They’re constantly losing business. Because these clients have a reputation problem. They’re viewed a certain way by customers around them.

Marketing 38

Marketing Management Travel Study 38

Verint

JULY 11, 2017

Verint launched its gamification solution as part of its customer engagement optimization suite back in 2013. The solution can help organizations improve employee engagement and performance by increasing motivation to learn new skills or knowledge, or to change behaviors to help drive desired business outcomes. Using this solution, Verint recently deployed a gamification program in its EMEA sales organization.

Gamification 35

Gamification Employee Engagement CRM Sales 35

LiveChat

JULY 11, 2017

The biggest competitive advantage that I can offer you is to meet your consumers’ needs better than your competitors, and to know what kind of research tools are available for this mission. Meeting your consumers’ needs isn’t quite simple and you may feel like they want everything possible, as fast as possible and for the cheapest price possible. It sounds overwhelming but in some sense that’s exactly how every single one of us are, at an intrinsic level, as a customer.

Strategy 41

Strategy Social Media Competitive Advantage Meeting 41

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Training

ClientSuccess

JULY 11, 2017

As SaaS organizations of any size can attest to, winning new clients is only half the battle. The real testament to a company’s product, culture, and employees is showcased in the success of its customers. Customer retention should not only be at the top of any executives priority list, it should be a priority for the entire company, and every employee and every team should own a stake in customer success.

Culture 40

Culture Customer Success Strategy eBook 40