Sat.Nov 24, 2018 - Fri.Nov 30, 2018

How to Increase Survey Response Rate with Engaging Email Subject Lines

Survicate

Are you planning to email a survey, but writing the subject line is holding you back? . Do you fear that any subject line you’d come up with would fail to engage your audience? I’m not surprised. 35% of recipients open emails based on the subject line alone, after all.

What’s All This About X- And O-Data?

Experience Matters

You might have heard Qualtrics discussing X-data (experience data) and O-data (operational data), and wondered, should we care? The answer is yes, and here’s why. Let’s start with a basic premise that no individual experience exists in a vacuum. People form their opinions about any experience based on a collection of different factors.

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Align Customer Experience Strategy to Business Metrics

Topdown

For the past few years, we here at Topdown have been focusing on ways to improve your organization’s customer experience (CX).

Blue Ocean Promotes Sean Miller to Director of Workforce Management

BlueOcean

Sean Miller, Director of Workforce Management. Blue Ocean, an award-winning provider of customer care solutions, announces that Sean Miller has been promoted to Director of Workforce Management.

Artificial Intelligence and the Customer Experience

There's no denying that Artificial Intelligence is popping up everywhere in consumers' daily lives. But in the world of customer care, getting AI right - deploying it in a way that helps customers get things done quicker and easier, removing frustrations and roadblocks - is easier said than done. This eBook will teach you how to use AI to improve the customer experience, while significantly cutting costs for your business.

Where Does the Next Customer Service Superstar Come From?

Steve DiGioia

This original article was written by Steve DiGioia. Here are two questions for you. 1) Where does an employee receive the necessary skill set to become a customer service superstar? 2) How can we identify the needed traits of a potentially great service provider?

Employees Want To Make A Positive Impact

Experience Matters

What motivates employees? This may seem like a difficult question to answer, but it’s not hard at all. There’s one overwhelming answer: Making a positive difference. In our latest consumer benchmark study, we asked more than 5,000 full-time U.S. employees to select which of eight job characteristics they felt was the most important. Here’s what […]. Customer experience Employee Engagement

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More Trending

CCO Shares How to Create a Customer-First Health Care System by Directly Engaging Members

Customer Bliss

How do you make health care more personal and customer-focused? This is a topic that comes up in my interview with Antoinette Taranto , Chief Customer Officer at The Colorado Department of Health Care Policy and Financing.

System 213

What does your attitude convey to customers?

Wired and Dangerous

You are in complete control of your attitude. Victor Frankl in his classic book, Man’s Search For Meaning , described how prisoners at the Auschwitz concentration camp in World War II determined their longevity by the way they imagined their future. The book has sold over 10 million copies.

The 6 Transformational Customer Experience Trends

MaritzCX

A few weeks ago we had our CXForum in London. It was a great event with over 200 CX professionals and practitioners from across the UK and Europe in attendance. I was very fortunate to present with Oliver Kipp, MaritzCX’s Chief Customer Officer.

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What Should a Business Look for in a Help Desk Solution?

Kayako

It happens to every business. At some point, while your head’s down trying to build the business and acquire customers, there comes a time when all of those customers you’ve won over come knocking.

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

Respect Your Customers with a United “You Know Me” Experience

Customer Bliss

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done.

Cyber Monday Sale on 2019 Bootcamps

Kerry Bodine

We hope you’ll join us in one of these fun locations next year for our two-day customer journey mapping bootcamps: January 30 & 31 in San Francisco : Our signature journey mapping bootcamp, which one recent attendee called “an MBA on steroids”.

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Empathy = CX(mas?) Power

MaritzCX

T’was the month before Christmas and all through the house, all the creatures were clicking…ordering gifts via Amazon.com! Our household enjoys the convenience of “window-shopping” and making purchases from the comfort of our laptop (not fighting crowds or wasting gas).

Retail 260

How to Handle Angry Customers in Your Contact Center

inContact

Frustration, discontentment and dissatisfaction are frequent drivers of angry call center customers. Coaching your contact center agents on how to navigate calls from angry customers will decrease call handle times, improve productivity and elevate the customer experience. Here are a few tips for helping your agents deal with these tense situations: . Listen: The first thing most angry customer callers want to do is vent. Let them…without interruption.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

Inside Customer Success: Densify

Amity

[ Photo Credits: Nathanael De Boer [link] boer.com/ ]. Founded in 1999, Densify is a SaaS company focused on Cloud optimization, specifically working in the SaaS industry for 2 years.

The Most Influential Men and Women on Twitter 2018

Brand Watch

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Digital Transformation: The Unexpected Opportunities and Surprising Problems for Customer Experience

Beyond Philosophy

I don’t go to a store looking for a product these days. What’s more, it occurred to me a couple of years ago that I no longer Google products that I want to buy; I “Amazon” them. I suspect many of you do the same. In many ways, Amazon-ing products is a result of the digital transformation.

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How to Cash in on Contact Center Failures

inContact

This is not some get rich quick scheme. If you’ve manage an aging contact center, then you’ve probably identified several inefficiencies which limit your success. Maybe it’s high agent turnover or absenteeism. Maybe its call volumes that exceed contact center capacity. Whatever the reason, when troubles reduce the contact center to nothing more than a tightly managed expense, it becomes very difficult to ask for improvements.

3 Important Things A Chatbot Can’t Do (But an IVA Can)

Chatbots are becoming increasingly popular, but it’s important to remember that they’re only as smart as the technology behind them. Download this Interactions LLC eBook to learn more about chatbots and how to select automated customer care technology for your company.

NPS Benchmarks for 2018: Results and Reactions Webinar

AskNicely

NPS Benchmarks are increasingly of interest. However, it’s not just about “what is a good NPS score?” Advanced NPS users know the most value is had by taking the score out of the boardroom and straight to the frontline staff. So, what does that winning process unlock for them? New research shows it can increase a company’s likelihood of net-negative churn and faster revenue growth. What do they know that you don’t?

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Moving up Gartner’s CX Pyramid with Journey Mapping

Heart of the Customer

Last week I wrote about the Gartner CX Pyramid, an interesting maturity model. This week I’ll go into how to use journey mapping best practices to move up the model based on Gartner’s description of the model on their public website.

Customer Happiness and the Problem of Choice

Beyond Philosophy

My local diner has a menu that looks like a spiral-bound book. Breakfast served all day!” it says, before presenting me with four pages of breakfast fare, then another six that seem to span the globe. Fried chicken and waffles. Burritos. Spaghetti and meatballs.

The Pros and Cons of Contact Center Outsourcing

inContact

Twenty years ago began a shift to contact center outsourcing to offshore locations, especially the Philippines and India, and away from the local market where customers on the other end of the phone were located. Brands had a very clear business case to cut contact center labor costs by outsourcing to lower-cost offshore locations. First generation ACDs (Automatic Call Distributors) plus significant global telephony and Internet build-outs of the dot-com age made this technically feasible.

The Top 3 Ways to Forecast for Your Contact Center

Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting.

The Mount Rushmore of Customer Service Leaders

The DiJulius Group

The Mount Rushmore of Customer Service Leaders Who are the greatest Customer Service Leaders of all time? The following is a list of the 10 greatest Customer Service Revolutionaries who had the most influence and dramatically changed businesses in all industries.

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The ABCs of competing on customer service with better-resourced companies

NewVoiceMedia

If your company has limited resources and modest means, there are still ways to follow in the footsteps of the customer service-focused companies with nearly unlimited budgets that you hear so much about: Apple and Zappos, Mercedes-Benz and Lexus, Amazon and Nordstrom. . Consider this: None of these venerable brands initially commanded the kind of resources they have today.

Move to the Top Levels of the Gartner CX Pyramid with Journey Mapping

Heart of the Customer

Last week I discussed Gartner’s CX Pyramid and its approach to evaluating your customer experience. Yesterday’s post discussed how to use journey mapping to help you move up the first three levels.

The Ultimate Lemonade Stand

inContact

One of the fastest ways to grow your business is to not only get your customers to come back, but to also get them to come back for more. Let’s use a quick example, building the ultimate lemonade stand. If you’re like me, you operated a lemonade stand at least once. You got lemons, sugar, and with a little bit of mom’s help set up a lemonade stand on the corner and hoped some of your friends’ parents would buy a glass or two. It’s a pretty straightforward business.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

4 Ways Virtual Reality Apps Are Shaping the Holiday Shopping Season

Smarter CX

Virtual reality (VR) apps are adding flare to the way shoppers make purchases this holiday season. Retailers are rolling out VR in a variety of use cases, from VR-powered shopping to training seasonal staff. Many VR initiatives are still nascent, but consumers are eager for more.

How to Prepare for Instagram’s Upcoming API Changes

Brand Watch

Customer-Centric Marketing: Align for Growth

ClearAction

Customer-Centric Marketing: Align for Growth Lynn Hunsaker. Customer-centric marketing has several layers of meaning. The most popular layer means personalization of communications, toward increasing customer lifetime value.

SumTotal Systems Enhances Customer Support with Cloud

inContact

As a subsidiary of Skillsoft, a well-known content management company, SumTotal Systems has carved out an impressive niche in the learning management space. Along with a suite of HR products, the company provides training, compliance, professional certification and other types of content to practically every industry, from pharmaceuticals to universities. Administrators and end users all depend on SumTotal for support and answers to questions—even help with resetting their passwords.

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Executive Report: The Customer Data Too Often Overlooked by the C-Suite

A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.