March, 2016

2016 IDC MarketScape Identifies inContact as a Cloud Contact Center Leader

NICE inContact

Last month, IDC released the IDC MarketScape for Worldwide Hosted and Cloud Contact Center 2016 Vendor Assessment (doc #US40732515, February 2016 ). In the report, the research firm presents an assessment based on quantitative and qualitative characteristics that explain success in the market.

Are Smart Things Really Smart?

C3Centricity

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Why You Aren’t Getting Responses With Survey Monkey

AskNicely

Are you sending surveys with Survey Monkey? Getting a single-digit response rate? Don’t worry, it’s not your fault. Actually, it’s not Survey Monkey’s fault either. A sub-ten-percent response is pretty typical with conventional web-based surveys.

Survey 247

The Ultimate Guide to Customer Support Metrics

Kayako

When it comes to customer support, the ability to experiment, tweak, and improve your service is a huge part of making your customers’ experience great.

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.

The British Airways pilot who got off his bum! How to wow customers with the unremarkable

ijgolding

Last week I witnessed something that I consider to be incredibly unusual. In a world where it is more uncommon than not for consumers to have their expectations exceeded, I was actually bowled over by what I experienced.

Travel 229

More Trending

14 Critical Call Center Metrics You Should be Tracking

NICE inContact

As a contact center manager, you’ve got a lot of metrics to choose from as your key performance indicators (KPIs). In this blog, we help narrow down this long list to help you focus on the metrics that, when improved upon, will really help your contact center thrive.

3 Leading Companies’ Method for Listening to Customers

Customer Bliss

In order to understand how customer-focused companies design processes for listening to customers, we need to start by thinking about the three types of listening: Unaided or volunteer listening. Aided listening. Experiential listening.

Customer intelligence in the mobile world: How to achieve mobile-first research

Vision Critical

At Vision Critical, we’ve been focusing on the challenges created by the central role that mobile devices, both smartphones and tablets, now play in people’s lives. While the shift to mobile has created challenges for marketers and researchers, we believe the opportunities are even greater.

G2 Crowd names AskNicely as High Performer in Enterprise Feedback Software category

AskNicely

Business software review platform G2 Crowd recently named AskNicely as a “High Performer” in the Enterprise Feedback Software category where it topped competitors on every measure of customer satisfaction.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

Irrelevance & Ignorance? NPower, BHS & Moonpig add fuel to the CX Fire!

ijgolding

I am still regularly asked if this ‘Customer Experience thing’ is really a ‘thing’ at all.

What do Trends from SXSW 2016 Mean for Customer Experience?

360Connext

It was my 7th? year attending the South By Southwest Interactive Festival in Austin, Texas, and yet again, it didn’t disappoint. The old-timers will lament the days of easy navigation and fewer crowds, and I’m certainly one of them.

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Avoid These Roadblocks to Achieve a High Performing Contact Center

NICE inContact

Every day we go to work with the objective of helping our companies improve. Each day is shaped by the goal of success. As we all know, high performance of employees is what makes this goal a reality. If there is low performance, improvement is scarce.

How To Boost Customer Desire vs Tolerance Of Your Experience

Customer Bliss

Customer desire is an emotion, and emotions can bond you with your customer. Companies that understand the powerful emotional pull of customer desire obsess about getting to know their customers and learning their desires. And sometimes those desires can be simple.

How To 192

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.

Report: 2016 Temkin Experience Ratings

Experience Matters

We published the 2016 Temkin Experience Ratings, the most comprehensive benchmark of customer experience. In the sixth year of the Ratings, we analyze feedback from 10,000 U.S. consumers to rate 294 organizations across 20 industries. Here’s the executive summary: 2016 marks the sixth straight year that we’ve published the Temkin Experience Ratings, a cross-industry, open standard benchmark of customer experience. This year, […].

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Why You Aren’t Getting Responses With Survey Monkey

AskNicely

Are you sending surveys with Survey Monkey? Getting a single-digit response rate? Don’t worry, it’s not your fault. Actually, it’s not Survey Monkey’s fault either. A sub-ten-percent response is pretty typical with conventional web-based surveys.

Survey 195

16. Using Empathy to Build HUMAN Business Relationships - Transforming the Customer Experience

Kristina Evey

Empathy is crucial in building business relationships that separate us from a world of process and automation. This podcast gives detailed examples of exactly what empathy is, why it is important in business, and how to develop it within your staff and business. link].

5 Ways One-on-One Customer Communication Builds Loyalty

360Connext

Consumers have power. In the old-school approaches to business, companies thought they were essential if they sold goods and services people wanted. Nowadays, the abundance of competition means that no single company can afford to become complacent.

Personalized Customer Experience with All-In-One Voice, Video, Chat, Contact Center

Reliable communications are mission critical in today’s business environment. Customers are increasingly selective, and companies compete on the customer experience. Incorporating integrated communications as a key component is driving high returns.

Why businesses need to use social media as a customer service channel by Elena Lockett

ijgolding

Is it just me or do you find it weird when you search for someone on social media and you can’t find them? The same goes for businesses. If you don’t offer your customers numerous ways to contact you, the likelihood is the customer’s opinion of you is going to go down.

The 3 Big Old Secrets Of Accountable Leadership

Customer Bliss

I talked a bit about this in my book Chief Customer Officer 2.0 , but when discussing the idea of accountable leadership in terms of developing a customer-first, customer-obsessed culture, it all comes down to three major themes (which can further be broken down into a series of actions).

What is customer intelligence? How a deeper customer understanding drives revenue and sales

Vision Critical

The following is an excerpt from The Enterprise Guide to Customer Intelligence , an ebook that explores the different tactics companies use to gain a deeper understanding of the customer. Get your copy of the ebook to learn more. The balance of power has shifted from companies to their customers.

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Make More Human Emotional Connections (Video)

Experience Matters

In a recent speech I gave at the Customer Experience Professionals Association (CXPA.org) CustomerSpark event in Dallas, I talked about the importance of focusing on emotion. Give that we’ve called 2016 “The Year of Emotion,” this will be a popular topic for Temkin Group this year. Here’s a short snippet from my speech where I discuss the […]. Customer experience Emotion

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!

No Culture, No Customers

MaritzCX

How many times have you seen the quote “Culture eats strategy for lunch” (or breakfast, as the original Peter Drucker quote reads)? I’ve seen it everywhere for years. On more presentations that I care to remember, on more blog posts that I care to admit I’ve read. It seems to be the rally cry to.

How to Improve Customer Service Training with Simple Metrics

360Connext

For most businesses, improving customer service is a constant aim, as it is one area where they can separate themselves from competitors.

SLAs – More Than a Service Level Agreement?

Kayako

Service level agreements, or SLAs, are integral to any service-based industry. Most customer support teams have to adhere to SLAs, which are contractual agreements to provide service within an agreed time frame.

8 Customer Experience Quotes You Need To Know

Customer Bliss

In the course of working with different companies throughout my career, I’ve found that leaders focused on serving customers’ lives as a way to grow their business often begin with an uncommon attitude. This attitude, in turn, leads to uncommon behaviors that build beloved companies.

Exceptional Experiences for Employees and Customers

One of the top trends driving a new communication experience is how companies are competing on the customer experience. Organizations that combine contact center and business communications see 3x higher customer satisfaction and 2.4x revenue growth.

Best Slack Communities For Customer Service Pros

Help.com

Slack. Ever heard of it? It’s hard to imagine anyone discovering the platform for the first time. CEO Stewart Butterfield took to Twitter last week to announce the app’s major growth. His tweet indicates that 460,000 of the 2.3

Off Topic: Young Adults Turn Off Baseball, Turn On Soccer

Experience Matters

One of the things I noticed at this year’s Sloan Sports Analytics Conference is that teams were not as focused on the issue of losing younger fans. So I decided to see if there’s anything to worry about. While we don’t have data on kids, we do have lots of data on young adults. I tapped into our 2012 […]. Sports MLB MLS NASCAR NBA NFL NHL PGA USTA

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No Culture, No Customers

MaritzCX

How many times have you seen the quote “Culture eats strategy for lunch” (or breakfast, as the original Peter Drucker quote reads)? I’ve seen it everywhere for years. On more presentations that I care to remember, on more blog posts that I care to admit I’ve read. It seems to be the rally cry to.