BlueOcean
JUNE 6, 2017
At first glance, attrition seems like a chink in the armor for contact centers. Across every industry, the fact that people leave their jobs and move on is a basic truth, but in the contact center, the attrition metric receives quite of a bit of negative attention. In fact, the International Customer Management Institute pegs the average call center turnover rate at 33%.
GetFeedback
JUNE 6, 2017
We’ll cover email survey best practices that help you maximize response rates and get data you can count on.
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NICE inContact
JUNE 6, 2017
How inContact “Walks the CX Talk”. inContact believes that the customer experience (CX) and the customer’s satisfaction are critical to the long-term success of our business. After all, the entire foundation behind inContact and our solutions is to help contact centers transform their customers’ experiences! We genuinely believe in the power of customer experiences and take steps every day to prove our commitment to our customers. inContact certainly feels an ethical responsibility to drive exce
Customer Bliss
JUNE 6, 2017
Episode Overview. Brad Olson talks with me about his work to velocitize the member experience at Peloton, and creating a movement and a beloved brand. Peloton is a mission based company that deliberately crafted every element of its experience, from the build of the bike to its delivery, usage and even helping people move their bike from one home to another.
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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.
Vonage
JUNE 6, 2017
You can tell a lot about a company and its commitment to customers in the words employees use. Open your ears and you will find it’s easier to measure customer service levels than you might think. I enjoy high-end music systems in my home and office. One day I called the dealer to order extra CD cartridges, wanting to pre-load them with different music.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Kerry Bodine
JUNE 6, 2017
We learn something new every time we facilitate a workshop with customers. Often our new learning is about the challenges of customer recruiting—and ways to overcome them. For example, to ensure that customers at a recent workshop showed up on time, we told participants that everybody who arrived 15 minutes early would have their name entered in a raffle for a $50 gift card (in addition to the compensation we’d promised them for participation).
Heart of the Customer
JUNE 6, 2017
A few weeks ago, I found myself flying Air Canada for the first time. There were multiple issues – both flights were delayed without notification, three flights were scheduled from the same gate within an hour, leaving nowhere to put all the passengers, and agents didn’t have working scanners so had to manually write down […]. The post Sometimes, meeting customer promises isn’t so impressive. appeared first on Heart of the Customer.
ShepHyken
JUNE 6, 2017
Bryan Eisenberg Tells Us The Secrets of Amazon’s Success. How can your business be more like Amazon? Shep Hyken interviews Bryan Eisenberg co-author of the book, Be Like Amazon: Even a Lemonade Stand Can Do It. First Up: Shep Hyken’s opening comments focus on how any company can improve their customer service, by thinking about how they can become more convenient for their customers.
CustomerGauge
JUNE 6, 2017
As businesses in the telecommunications industry continue to battle for customer loyalty, one company sets itself on the right track to become the most customer centric data center provider. Colt Data Centre Services combines its 15-year experience of designing, building and managing data centres with its strong commitment to customer experience and loyalty.
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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.
Andrew Mcfarland
JUNE 6, 2017
I once read that one of the most important jobs of a CEO was to hire the right customers. I liked the concept because we rarely think of “hiring” customers. Too often we just assume that a customer with money.
LiveChat
JUNE 6, 2017
When you step into the customer service world, you must go through the customer service training first. During this training, you will learn about a product, a company’s culture and a service that you should provide. If your training is advanced, a manager tells you what characteristics you can have to make customers satisfied. For example, they can say: “You should always listen to customers,” “You shouldn’t interrupt them,” “You have to be patient with them” and so on.
Uplight
JUNE 6, 2017
In an era of increasing choice for customers in terms of how and from whom they source their energy supply, customer engagement and satisfaction rank among key customer service goals for utility executives. The post Improving Engagement Through Technology appeared first on FirstFuel.
Clarabridge
JUNE 6, 2017
It’s still the rage. Marketing departments in dimly lit offices everywhere are either beginning to see the value in mapping the customer journey or have a beautifully designed one collecting dust on a shared drive. Some call it a Customer Journey Map, User Experience Journey, or Customer Decision Journey. Regardless of what name sticks in your industry, one theme still rings true- it should be the customer’s story, based on truth and fosters compassion for consumers.
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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,
Uplight
JUNE 6, 2017
You’ve invested in business energy customer engagement software – but, how do you align your people and processes behind it? The post Engaging Business Energy Customers – Is Everyone on Board? appeared first on FirstFuel.
CXApp
JUNE 6, 2017
Flappy Bird. Pokemon Go. Snapchat. Facebook Messenger. Instagram. Uber. Countless others. What do they all have in common?
Uplight
JUNE 6, 2017
A key focus of a business customer engagement strategy is to move the utility-customer conversation on, both in terms of the type of information utilities provide to customers, and the communication channels they use. The post Is the Solution to Engaging Business Customers in the Cloud? appeared first on FirstFuel.
Grade.us
JUNE 6, 2017
Pick one, quick. Your company has just received a negative review. One where the customer says some pretty terrible things about one of your employees. Your employee is an all-star as far as you’re concerned. On the other hand, your customer may be right. Both your employees and customers expect you to pick a side. Get it wrong and you may do lasting damage to your business, customer and employee relationships.
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.
Uplight
JUNE 6, 2017
Small and medium-sized companies want more information about their bills and energy use, so what are energy providers waiting for? The post Engaging Your Business Customers – How Data Can Help appeared first on FirstFuel.
Verint
JUNE 6, 2017
As discussed in a recent blog post by Laurie Wickham, the 2017 Verint Engage Global Customer Conference took place recently in Orlando, Florida with attendees from 17 countries and a variety of industries. Attendees hosted sessions and exchanged best practices on topics including voice of the customer, desktop and process analytics, automation/robotics, employee engagement, quality management, back-office and branch operations, compliance recording and workforce management.
Smith+co CX
JUNE 6, 2017
It might sound like an extract from a socialist party manifesto, but it turns out that 63% of consumers believe brands have a responsibility to give back to society. Recent MediaCom research also found that half of their 2000 interviewees would pay more for a brand that supports a cause that is important to them. This shouldn’t surprise us. From customers boycotting United Airlines for its appalling treatment of passengers to runners dropping their branded trainers on the doorstep of their suppl
Brad Cleveland Blog
JUNE 6, 2017
The very forces that are making scheduling difficult — more complex products and services, additional contact channels, faster pace of change, and the need for diverse agent skills — are creating an environment in which accurate scheduling is absolutely essential. … Continue reading → The post 5 Secrets to Better Scheduling Results appeared first on Brad Cleveland.
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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.
Provide Support
JUNE 6, 2017
The way your employees feel is the way your customers will feel. And if your employees don’t feel valued, neither will your customers. – Sybil F. Stershic. Companies like Zappos, Southwest Airlines and Ritz-Carlton Hotels have one thing in common – they are worldwide famous for providing excellent customer service and having friendly employees. Their employees are obviously passionate about their work and are willing to go the extra mile to help customers.
Brad Cleveland Blog
JUNE 6, 2017
The very forces that are making scheduling difficult — more complex products and services, additional contact channels, faster pace of change, and the need for diverse agent skills — are creating an environment in which accurate scheduling is absolutely essential. Fortunately, scheduling is a process that can be learned and continuously improved. You get better at it with practice!
Brad Cleveland Blog
JUNE 6, 2017
The very forces that are making scheduling difficult — more complex products and services, additional contact channels, faster pace of change, and the need for diverse agent skills — are creating an environment in which accurate scheduling is absolutely essential. Fortunately, scheduling is a process that can be learned and continuously improved. You get better at it with practice!
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