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.

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.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

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.

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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.

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.

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.

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.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

5 Reasons to Consider Alternatives to Mystery Shoppers

ServiceDock

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

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

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.

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.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

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.

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

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.

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.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

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.

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?”

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

What We Mean When We Say ‘Ethnographic’

Conifer Research

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A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

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.

To Thine Employees Be True (Part Three)

North Highland

Why your workforce must be adaptable to be valuable. In the previous installment of our managed services series, we explored the role individualized strategies play in winning the war on talent and keeping star candidates engaged. Now we’ll discuss how an adaptable workforce is one secret to survival in an era where transformation seems to be constant. Adapt or fail to thrive.

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.

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.

5 Ways to Engage Employees for Immediate Impact

Speaker: Vicki Brackett, Author and COO of Sinousia

Author of the new book The Leadership Toolbox and Chief Operating Officer of Sinousia, Vicki Brackett shares creative and proven ways to engage your employees in either work at home environment or traditional brick and mortar. These strategies have been vetted by thousands of employees and have a track record of making immediate impact to customer service satisfaction scores, sales conversion, absenteeism and employee retention. When it comes to employee performance, you must be proactive on the front-end, or you are forced to be reactive on the back end!