Wed.Jul 17, 2019

Is Your Decision-Making Approach Holding Back CX?

Daniel Group

A good friend and client sent an email last week with links to information about “appreciative inquiry (AI).” In short, AI is about the search for the best in people, their organizations, and the strengths-filled, opportunity-rich world around them.”(Organizational

5 Ways to Wow – The Power of Proactive & Predictive Customer Care

Upstream Works

Earning a customer’s loyalty is the name of the game with customer experience management today. It’s a highly competitive marketplace – with a fickle customer landscape. Nowadays it’s so easy to shop around and compare offerings for the best deal.

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Get Over It and Move On

ShepHyken

Something bad happens. There’s nothing you can do about it. It happened—and now you have a choice. You can let it bother you. Let it fester inside of you. Let it impact your mood. Let it ruin your day or your week. Make you irritable and not pleasant to be around. Or… you can get over it and move on!

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Going Mobile: Building a Remote Workforce

NICE inContact

It can be daunting to create and scale a team of remote contact center agents. Jill Blankenship, founder and CEO of outsourced customer support service Frontline Group, has experienced the challenges — but also leveraged new technology to capture data, measure and improve KPIs and manage a team of remote agents while on-the-go. Stream our recent webinar , in which Jill reveals the game-changers that make Frontline Group’s remote workforce a success.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Stop Using the Wrong Product Metrics: Valuable Metrics Framework [Part 1]

Gainsight

This article is Part 1 in a two-part series that will help your product team find the right metrics to demonstrate and improve business impact. Stay tuned for the release of Part 2! As a product manager, your job is to drive value for your customers and for the business.

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Measuring “ROE” – Return on Ease

Heart of the Customer

ROI is the Holy Grail for customer experience (CX) programs – an elusive target that can validate your program and lead to greater influence. Unfortunately, focusing on that big goal can be overwhelming. So for today, let’s target our efforts a bit more modestly, focusing on gains made through making it easier to be your […]. The post Measuring “ROE” – Return on Ease appeared first on Heart of the Customer.

Tableau Uses Centercode to Increase Beta Team Productivity By 100%

Centercode

Our latest case study looks at how the Centercode Platform helped Tableau Software, the world-class data analytics company, increase their beta team’s productivity by 100%. Tableau enables people to easily visualize, analyze, and make sense of data across disparate sources.

All you need to know about unsolicited goods

Helen Dewdney

Have you received unsolicited goods? Can you keep the goods you believe are unsolicited? One of the most frequent things I get asked about is unsolicited goods. Many people believe that if they receive something sent by mistake they can keep it.

Indie Campers Drives Improved Customer Experience with Talkdesk and Salesforce

Talkdesk

The longest road trip I’ve ever taken was an 11 hour trek from San Jose, California to Las Vegas, Nevada. Crossing the desert for a full day, tightly packed into a sedan did not make for a comfortable trip.

8 Contact Center Trends to Watch in 2020

In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!

What We Mean When We Say ‘Ethnographic’

Conifer Research

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Get to the Benefits of Amazon Connect Faster with Cyara Accelerator

Cyara

Adoption of Contact Center technology in the Cloud is a trend that is well under way. According to IDC, nearly 50% of contact centers have deployed cloud-based solutions and an additional third are in the process. And, this isn’t just small contact centers.

5 Reasons to Consider Alternatives to Mystery Shoppers

ServiceDock

Customer Service Customer Feedback Closing the Feedback Loop CX Surveys Customer Experience

How Outsourced Call Centers Make Use of AI-Powered Virtual Agents

Advantage Communications

Artificial Intelligence (AI) is a controversial subject. It often comes with a worry that workers will lose their jobs and companies will have to implement new processes and ways of operating. Artificial Intelligence

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

Change Management Part 1: Why Companies Fail to Change

Strativity

91% of companies have experienced a failure when trying to launch an organizational change initiative. Most often, there’s one key component that’s missing from change management—motivated and empowered people. Organizational Change is Essential Adapting to change is critical to survival in both business and in. The post Change Management Part 1: Why Companies Fail to Change appeared first on Strativity. Blogs & Articles Change Employee Engagement transformation

Top 10 customer experience management software in 2019

SurveySparrow

“The customer experience is the next competitive battleground.” – Jerry Gregoire. How prepared are you for this new battleground of customer experience? Every company of every industry pledges its primary focus to be on customer experience.

See the Future of CX: How to Listen, Interpret, Act, and Monitor Like a Leader

ForeSee

Forrester’s Faith Adams explains top CX trends and how leaders apply VoC across the enterprise “There’s so much opportunity in this space.” That’s how Faith Adams begins her presentation, “The. CX Best Practices CX Strategy ROI of CX

3 Ways Your Customers Can Help Your Company Turn Around a Failing Product

ClientSuccess

In the world of SaaS products, fine-tuning is a near constant endeavor. Every product goes through the process of checks and balances, and sometimes there are more downs than ups. Just because you have a ‘failing’ product doesn’t mean it’s time to pack up shop.

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

Empowering agility through AI-based Voice of the Customer programs

Eptica

Date: Wednesday, July 17, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Empowering agility through AI-based Voice of the Customer programs. Published on: July 17, 2019.

How to Handle Online Customer Queries Efficiently

CSM Magazine

As a local business, one of the hardest things to keep on top of is providing good customer service through a website. Ultimately, businesses lose clients because they can’t provide support or pre-sales answers promptly. Customers quickly get bored of waiting and look elsewhere for their needs.

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Customers Value Sustainability — Brands And Retailers Must, Too!

Forrester's Customer Insights

Is it just us, or is the conversation about retail social and environmental impact getting louder? My colleague Luis and I are certainly hearing a lot more about it.

Engaging Your Employees = Working on Your Company’s Engine

Daniel Group

A common question we hear from our clients is “So, how do I get employees more engaged?”

AI & Community: Don't Hammer the Flowers

Speaker: Venessa Paech, Australia's Leading Community Specialist

Join Vanilla Forums on Tuesday, July 21, 2020 at 8:30 AM ET for this on-demand workshop led by Venessa Paech, Co-Founder of Australian Community Managers and Leading APAC Community Specialist.

Announcing John’s Newest Book | Welcome to The Relationship Economy!

The DiJulius Group

Today’s illiterate are those who have an inability to truly make a deep connection with others. Welcome to The Relationship Economy! It is finally here (October 2019), John DiJulius’ new book, his best work, The Relationship Economy, Building Stronger Customer Connections In The Digital Age.

Do Your Company’s Research Practices Lead To Better Decision Making?

Forrester's Customer Insights

“Understand your customers! Do research!” Anyone who has even paid even a passing glance to the world of CX and UX over the last decade has surely heard this mandate is one form or another.

Impact of Customer Experience on Churn and Retention

Call Experts

Customer churn and retention are two of the most important considerations for your customer experience strategy. Successful companies understand the impact of engagement with their base and the influence of a well-mapped customer journey on their bottom line.

7 Easy Steps to Conduct a 30 Minute Social Analysis

NetBase

Understanding where your brand stands in its category, in relation to competitors and in the hearts and minds of consumers – all in real-time – ranks high among ‘most important intel to have on hand.’ And these indicators that can be sorted out quickly, in 30 minutes or less, using social analysis.

[On-Demand Webinar] The State of Customer Education: Trends and Benchmarks Report

Speaker: Sandi Lin & Linda Schwaber-Cohen

In this webinar, Skilljar CEO Sandi Lin shared learnings from Skilljar's recent study and her insights on the state of Customer Education. She dug into key findings so you can benchmark against industry trends and understand how your strategy and metrics compare.

The Security Snapshot: Forrester Time Machine

Forrester's Customer Insights

At Forrester, it is our goal to be ahead of the market trends so we can advise clients what is to come and how they should prepare. Each year, we publish a series of predictions reports about what be of primary concern for various roles over the course of the year.

What are Customer Service Metrics and Why Should I Be Tracking Them?

Ecrion

Ask five people what defines “good customer service” and you’ll likely get five different answers. To one person, it might be the company’s ability to resolve their problem quickly. To another, it might mean getting personalized communications through their preferred contact channel.

Momentum, Change, and Moving to the Future

datastax

For several years DataStax has worked with customers in hybrid and multi-cloud environments. Recently, our roadmap has intensified and accelerated in response to customer demands. We all know that cloud is changing every aspect of business—both for our customers, and for ourselves. We must continue to challenge ourselves to rethink the products we build and develop new ways to take them to market. To that end, we made some big product announcements in May at our Accelerate conference.