Sat.Jul 25, 2020 - Fri.Jul 31, 2020

How Text Mining Impacts Business

Ascribe

How much of your business data is sitting around unused? You may have many ways to work with structured data, but your unstructured data gets overlooked due to the difficulty involved in the process. Relying on structured data alone means that open-ended comments and responses don’t factor into your reports and business goals. You could. Read more » The post How Text Mining Impacts Business appeared first on Ascribe.

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7 Ways to Easily Boost Customer Service Empathy

PlayVox

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Three simple ways to improve CX

Customer Enthusiast

There is a lot of talk about voice of the customer (VoC) in customer experience (CX) circles. Most of it has to do with sifting through lots of data to determine what customers say about their needs and their perception of how well companies meet those needs. Sometimes the data comes through feedback surveys in […]. The post Three simple ways to improve CX appeared first on Steven Curtin. Customer Service Employee Engagement Enthusiasm at Work!

A Boring Customer Service Experience—That’s What Our Customers Want

ShepHyken

Call me boring, but I want the same thing every time—at least when it comes to customer experience. I want it to be good. I want it to be consistent. I want to predict the experience I’m going to have with the people and places I do business with. If you ask the CEO of a big company or the owner of a small business, I bet they would say the same. We want our customers to always have a good experience with us—one they can count on always happening every time they do business with us.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

Bridging the Gap Between Marketing and CX

GetFeedback

Nine ways for CX and Marketing teams to work better together in optimizing the customer experience. Articles

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The Best of the Best: Calabrio Customers Are Finalists for SWPP WFM Pro of the Year (We Have a Winner!)

Calabrio

Update: Sharon Jones of National Debt Relief was named the winner! Stay tuned for a special profile of Sharon and her accomplishments. Original post on all the finalists below: It’s always wonderful to see our customers recognized as industry leaders. As companies are adjusting to the new way of working in 2020, the Society of Workforce Planning Professionals has recognized three Calabrio customers as finalists for their Workforce Management Professional of the Year Award.

Is Your Contact Center Stack Unified Across Global Multisite Centers?

NICE inContact

Contact center leaders are no longer measured on just efficiency; it is efficiency with better customer experience (CX). Balancing the two is a huge challenge and gets much more complex when you look at contact centers across multiple sites and geographies. Call Center Best Practices Advantages of the Cloud Do More With Less Digital First Omnichannel Omnichannel

Support Customers Faster, Better and Cheaper with Community

Vanilla Forums

All companies look for ways to deliver customer support that's faster and better than their competitors because that's what customers want. And when customers get what they want, they're less likely to leave. But most companies also think that delivering superior customer services comes with a hefty price tag. These companies, as it turns out, are happily mistaken.

To Master Customer Experience Strategy, Master CX Mindset

Experience Investigators by 360Connext

What’s Your Organization’s CX Mindset? Customer experience leaders are often told to “create a better customer experience” with little more than a pat on the back and an annual customer survey. There is a lack of understanding around what customer experience really is, and perhaps more importantly, what it takes to deliver it. Customer experience done well is a part of the business, not something to bolt on as an afterthought or consider as a short-term “campaign.”

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

Boost Your CX Skills with Help from Calabrio and Rockstar CX

Calabrio

Our recent Evolving World of Work report showed how customer expectations are only rising. Are you prepared to tackle the challenges of our new working world? Calabrio and James Dodkins want to help! He has now made his award-winning customer experience certification program available online — and you can apply now for a sponsorship!

The Small Businesses Imperative for Proactive Customer Service

NICE inContact

Revenue and cashflow are the lifeblood of a small business. It is no surprise that one of the highest priorities for a small business is to find and keep customers. There is a direct correlation between customer satisfaction and top-line revenue and bottom-line profit. Advantages of the Cloud Call Center Best Practices Contact Center Trends & Insights Customer Experience

Best Practices to Prove the Business Value of CX

GetFeedback

CustomerThink report that shows how to develop an ROI strategy for your CX program. Guides

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Top Live Chat Best Practices for 2020

Comm100

If you’re reading this, you likely have either just implemented live chat on your website or are thinking about it. If you’re the latter, let us help you make your decision – 75% of people prefer live chat over any other channel and it leads to a 40% increase in conversion rate. Convinced now? Whatever your industry, live chat is an incredibly effective channel – when used correctly. Advances in technology and shifts in customer preferences mean live chat best practices are often changing.

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!

CX Needs Change Management

Heart of the Customer

You probably moved into customer experience (CX) because of a passion for customers. You chose this space because you know that if you can improve customers’ experiences with your company, they will be happier, they’ll stay with you longer, and both the business and your customers will prosper. But actually improving the experience is hard. […]. The post CX Needs Change Management appeared first on Heart of the Customer.

Are Your Pet Peeves Putting Your Job in Danger? – Tip #9

Steve DiGioia

First off, what’s a “pet peeve”? Well, according to Merriam-Websters dictionary, it’s “something that annoys or bothers a person very much” Are your pet peeves putting your job in danger? I hope not. You know, let’s be honest… Each of us knows someone that drives us nuts.

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Busy and billable: 6 visual strategies to increase technician utilization

TechSee

Jonny is a field technician for a major home appliances brand. He starts his day bright and early at 8:00 am. After fighting his way through rush hour traffic, he arrives at the office at 8:50. Over his bagel breakfast, he spends a few minutes with his colleagues, rehashing the big game last night, before heading to his first appointment across town. Sitting in the same traffic jam (why hasn’t it cleared yet?), Jonny finally arrives at his destination at 9:30 am.

3 COVID-19 Marketing Campaigns That Don’t Suck With Customers

CSM Magazine

As COVID-19 swept through the globe brands and marketing agencies scrambled to adapt or clean sweep whole new campaigns as current ones became obsolete or tone deaf. . Some brands won and some lost in the mix. Here we bring together three of the best UK based campaigns, the ads that captured the zeitgeist and propelled the public perception of the brand forward. Emily Crisps.

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

How to deal with negative feedback on an online community platform

inSided

“Do you have any advice for Community Managers that run into negative sentiment or negative feedback?” - everyone. User communities

5 Guidelines for Structuring Your Product Roadmap

Wootric

Building and maintaining the product roadmap is a central part of your role as a product manager. Yet there is surprisingly little consensus about product roadmaps across the product management community. Opinions vary wildly, for example, about what exactly a product roadmap is, how to structure one, what to include in it, and which tools you should use to develop it.

Does Your Organization Partner Internally to Deliver Great Service?

Wired and Dangerous

Customers are so different today! Their expectations have increased exponentially in the last 12 months even without considering the impact of the pandemic! They have raised the bar to a very high level on how they view customer experience. They are looking for service providers who consistently deliver service experiences that drive loyalty! Service providers focused on delivering GREAT service and able to change delivery systems rapidly as well as effectively in a very challenging environment.

How Complexities Prevent and Improve Employee and Customer Experience

eglobalis

How Complexities Prevent and Improve Employee and Customer Experience. The post How Complexities Prevent and Improve Employee and Customer Experience appeared first on Eglobalis.

The 5 E's of Community: Support Forums and Beyond

Speaker: Angelica Coleman, Community Lead, Snowflake

In order to establish a robust community, you need to have strong community objectives in place that are supported with the proper types of programs; programs that will help your community succeed. But narrowing down on your community objectives can be difficult, let alone knowing how to structure your community programs and offerings in a way that supports them. Join Vanilla Forums on Friday, October 8th at 12 PM ET for a webinar led by Angelica Coleman, the Community Lead at Snowflake, as she walks us through the 5 E's that are essential to establishing your key community objectives: Education, Enable, Expand, Engage and Evangelize.

DIY CRM Tip: Uncover Customer-Value Segments

Optimove

Leveraging customer data to generate insights is not an easy task for any department in any type of business. Especially generating the kind of insights that lead to more effective customer marketing. Having the right resources and technological know-how, though, is key to helping your team discover new ways to improve the customer experience. A few weeks ago, we showed you how to use your customers’ first purchase category as a predictor of longevity.

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Amazing Business Radio: Chuck Surack

ShepHyken

The Golden Rule in Customer Service. Empowering Employees to Take Care of the Customer—Always. Shep Hyken interviews Chuck Surack , Founder and CEO of Sweetwater. They discuss strategies for building a culture of amazing customer service and experience. Top Takeaways: Good customer service and experience is a competitive advantage; it sets your company apart from competitors.

What makes great CFM?

Keatext

The post What makes great CFM? appeared first on Keatext. Consumer feedback

Registration Is Open for Xchange 2020: 3 Reason's to Attend This Virtual Event!

Cyara

You guys! Registration is open for Xchange 2020 Virtual Summit – our two-day, interactive event packed with experts who will be sharing relevant, real, and valuable insight on CX best practices, use cases, industry knowledge, challenges, and success stories. We could not be more excited to host you and other customer experience enthusiasts. The theme for this year’s event is (drum-roll, please…) Assurance and Agility in An Uncertain World.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!