Sat.Jan 26, 2019 - Fri.Feb 01, 2019

Customer Service Quality Assurance ROI: What is it and How do you Measure it?

PlayVox

We all know it’s important to deliver the best possible customer service. But is it possible to see just how important? Delivering a positive experience is a must to retain customers and ensure repeat purchases. Consumers who enjoy the best past experiences with a brand spend 140 percent more.

ROI 62

Top 5 Customer Experience Trends To Look For in 2019

iPerceptions

In 2019, the heat will be turned up on Customer Experience (CX) professionals to design positive, memorable experiences that will attract new consumers, and keep existing customers from fleeing to their competition. Customer Experience

Moving from Reactive to Proactive Customer Success

Strikedeck

Clayton shares how to move from reactive to proactive Customer Success, and the necessary strategies to advance! Customer Success Customers Onboarding saas value realization

5 Smart Ways to Use Your NPS Survey Results

GetFeedback

The results from Net Promoter Score (NPS) surveys are the most underutilized tool in business. Okay, it’s a bold statement, but the potential locked up inside your NPS survey results is huge. From telling you that the majority customers are extremely annoyed with your new website design to predicting that your customers are about to switch to your closest competitor, there are so many valuable insights that are lost if you’re only looking at your NPS as a number. .

Survey 214

The Path to Journey Management

Speaker: Kerry Bodine and Lindsay Sykes

The practice of journey mapping has reached fever pitch. But your mapping efforts are only effective if the resulting maps help you drive organization change — and then measure the results of your efforts. Join Intouch Insight and Kerry Bodine, CX expert and co-author of Outside In: The Power of Putting Customers at the Center of Your Business, as she shares Bodine & Co.’s latest research on this topic.

10 Steps to Reduce Call Center Attrition

inContact

Keeping good employees is a priority in every industry. But in call centers, it can be significantly more challenging. QATC estimates that the turnover rate in the call center industry ranges between 30-45%. If you’re a veteran of the industry, you already know this because hiring and retaining good agents is something successful contact centers constantly focus on. Every employee is unique in terms of what specifically satisfies them about a job and makes them stay with their employer.

More Trending

Data Security, Privacy, and Trust

MaritzCX

Data 260

New and Improved! GetFeedback Survey Templates

GetFeedback

New Pre-Built Survey Templates by GetFeedback. We’re excited to release our new and improved in-app survey templates. Rather than starting from scratch, GetFeedback provides pre-built templates for every stage of the customer journey so you can successfully create surveys with ease.

Survey 195

7 Contact Center Glossary Terms You Need to Know

inContact

I could take you through a litany of common contact center terms and definitions … but why? There are plenty of places you can go to find that information. In fact, I’ve included a link to an unbiased market source at the end of this blog. There are, however, some terms you should know today, that might not be on lists of old. .

Computer Vision: The pathway to a personalized CRM experience

TechSee

Samantha is preparing for a party she’s hosting this weekend. She’d like to purchase a standalone freezer so she can cook in advance.

Tools 175

4 Steps to Developing Your Customer Care Strategy

The quality of a customer care strategy can make or break a company, but simply resolving a customer service issue or complaint is no longer enough. Learn the 4 steps that address the major points you need to consider when building a customer care roadmap.

Lessons in CX Shared by Behavioral Scientists

MaritzCX

Creating value in and out of the workplace is a challenge for all businesses, especially when it comes to their CX programs. And understanding how to create that value, is an entirely different challenge.

Study 260

The State of “Things” in America

QuestionPro Audience

A new syndicated study from EBONY/QuestionPro considers whether African-Americans today feel as hopeless as slaves heading to the New World during the transatlantic slave trade.

Personalized Customer Experience: What, How and Why

Lumoa

What is personalized customer experience and how to build it? Learn from the best customer-centric companies about the importance of customer experience personalization. Feed generated with FetchRSS

Wired and Dangerous - Untitled Article

Wired and Dangerous

Lifetime warranties are a common feature of the product world. They essentially say “we guarantee that the object you bought will work as long as you own it. If the product ever fails, we promise to replace it or repair it to your satisfaction.”

B2C 155

Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Speaker: Claire Beatty, Editorial Director - Asia, MIT Technology Review Insights

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

Making Insight Actionable: Closing the Loop and Driving Action

MaritzCX

Customer experience is driven by a company’s ability to recognize opportunities and act on them at the proper time. The tools that provide the best outcomes are achieved by combining specific programs with appropriate actions.

Tools 260

Millennial Specialty Insurance Expands Business and Increases Customer Satisfaction

inContact

As Americans continue to re-think the whole question of owning versus renting their homes, the percentages of those who are choosing to rent is surging—across all regions and demographic groups. For Millennial Specialty Insurance (MSI), this definitely a case of being in the right place at the right time. Working with agent-partners rather than direct-to-consumer, MSI focuses on niche markets, primarily renters and condominium insurance for multi-family housing.

How the Cincinnati Zoo and Botanical Garden Approaches the Visitor Experience

Customer Bliss

Quite a few of the CX leaders I’ve spoken to on the podcast have shared that previous experiences in sales, retail, and hospitality helped create a foundation for the skills required to be a successful CX champion in their organization.

What is Customer Experience in 2019 according to 15 CX Experts

Lumoa

What is customer experience? We asked 15 CX experts and practitioners to define customer experience management and trends in 2019. Feed generated with FetchRSS

Trends 202

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.

2019 predictions for ambitious contact centres

NewVoiceMedia

It’s my favourite webinar of the year – our most popular and great fun! This year we had registrations from New Zealand to New York in order to share views on this year’s predictions. Jonty Pearce, editor of callcentrehelper.com pointed out that the annual webinar, which this post is based on, has a pretty good track record. Nine out of the ten topics mentioned in our inaugural 2014 version have become mainstream. So, here’s hoping that form still runs true for this latest iteration.

What is a Progressive Dialer?

inContact

Progressive Dialing covers the “middle ground” between manual dialing, and the more advanced Predictive Dialing solutions. . A Progressive Dialer, just like a Predictive Dialer, is implemented to avoid agents having to manually dial customer phone numbers to make outbound calls.

Who’s Hiring Journey Managers?

Kerry Bodine

The emerging role of the journey manager represents one of the most important developments since the creation of the Chief Customer Officer, yet many in the customer experience field have yet to encounter a journey manager within their organizations—or to develop a working knowledge of their typical job responsibilities and challenges. That’s not surprising: Compared to the 1.6 million product managers that you’ll find today on LinkedIn, journey managers number fewer than 2,000.

Episode 36 – Building the Right CX Team

Kristina Evey

Shownotes… The majority of your Customer Experience works falls on the shoulders of the people you put in charge of … Read More Episode 36 – Building the Right CX Team. The post Episode 36 – Building the Right CX Team appeared first on Kristina Evey. Planning for CX Podcasting

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.

The Top Ten Most Influential MPs on Twitter

Brand Watch

Being a Member of Parliament is no easy job. Tough decisions, long hours, and millions of constituents. While the cheap drinks in the Strangers bar might lessen the blow a bit, no one could argue being an MP is a breeze.

Gartner’s Critical Capabilities Report – We Received Highest Scores in 4 out of 5 Use Cases

inContact

We’re pleased to let you know that NICE inContact has received the highest score in Customer Engagement Center use case in Gartner’s “Critical Capabilities for Contact Center as a Service” research report , just out in mid-December.

Report 131

How Do Consumers Feel About Artificial Intelligence?

Smarter CX

Imagine: in a few years, consumers will be talking to robots on a regular basis. From answering customer support questions to facilitating voice-based searches, artificial intelligence will become the new norm. Just kidding. Artificial intelligence has already become the new norm.

The Best Feedback Question

ShepHyken

“Please stay on the line to answer a short, one-question survey at the end of this call.”. That’s what I heard just before the agent picked up the phone to help me. Just a one-question survey? Sounds short enough. Sure, I’ll give them an extra minute of my time.

To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.