Sat.Jul 20, 2019 - Fri.Jul 26, 2019

The route to a five-star rating is paved with data

Keatext

The post The route to a five-star rating is paved with data appeared first on Keatext. Customer Experience

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3 Tips to Delight Customers and Avoid Detractors

Strikedeck

Chris proposes recommendations on how to keep customers engaged and happy. Customer Success Customer Customer Experience customer journey Customer Service

Why Efficient Customer Service is Valuable to B2B Companies

Team Support

Please hold. There are 12 callers ahead of you. Your business is important to us. This scenario is still far too common in customer support, even in the B2B (business-to-business) industry where the average customer value is higher and business relationships matter more.

B2B 70

MaritzCX Unveils the Healthcare Industry’s First CX-Based Patient Experience Platform

MaritzCX

MaritzCX is the first and only CX platform company that’s been CMS-certified to offer Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS®) surveys.

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 Impact of Artificial Intelligence on Today’s Contact Center

NICE inContact

Think adding artificial intelligence (AI) to your contact center means dramatic technology shifts? Huge investments? Lots of additional resources? Think again. Adding AI actually doesn’t require a big investment or big changes to deliver a big return.

More Trending

Why You Must Take the Monkey Off Your Customer’s Back

Customer Bliss

In my 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.

Epic Fail of Customer Journey Mapping — Part 2

CloudCherry

In our last post, we discussed three common pitfalls companies encounter in their customer journey marketing (CJM) initiatives: little support from the C-suite, a short-sided view of the end goal, and limited customer perspective.

Why WhatsApp Is the Next Digital Customer Service Channel You Need

NICE inContact

With more than 1.5 billion active users, WhatsApp has more user adoption and growth than any other app. It’s an incredibly popular way for people to communicate, and this naturally applies to customers too. Let’s take a closer look at why WhatsApp is the next digital customer service channel you need. Why WhatsApp is exciting for customers. 65 billion messages are exchanged on WhatsApp daily, the number of these messages concerned with customer service is on the rise.

The Power of Learning Experiences in CX

MaritzCX

Someone asked me the other day whether I had ever taken an on-line training class and what was my impression and experience of having done so. If ever there was a loaded question for me, that one gets top billing.

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.

The Importance of Always-on Customer Communications

Comm100

We’ve all done it – politely (or otherwise) hung up on a call from a telemarketer. We’ve even abandoned a call that we started. out of frustration or because ‘something’ came up. But the other way around? Can you imagine a customer service agent hanging up on you?

POS System Support in the Cashless Society

TechSee

It’s every company’s worst nightmare: customers are standing in line to pay, frustrated and angry when they can’t because the payment system is down. The point of sale (POS) is the most critical stage of the customer journey.

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Five Tactics to Retain Your Top Call Center Agents

NICE inContact

Recruiting excellent agents can be a challenging task. It can even be more difficult keeping them around once hired. According to the JOLTS survey from the Bureau of Labor Statistics, the employee turnover rate is higher now than it has been in the past 18 years. Retaining call center agents doesn’t occur by chance, it happens by implementing practical, proven retention tactics. Check out these five tactics to retain your top call center agents: 1) Recognize Your Agents.

Six Near-Universal CX Problems… And Six Solutions to Overcome Them

360Connext

It wasn’t THAT long ago when business planning and strategy simply didn’t include the term “customer experience.”

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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.

One of the Five Largest Transport & Logistic Companies in the World Launches an Efficient Closed Loop Feedback Programme

MaritzCX

DSV is one of the five largest transport and logistics companies in the world, with a global presence in 85 different countries, 45,000 members of staff, and more than 250,000 customers. As a company well-known for its active acquisition strategy, DSV also focuses on organic growth between acquisitions. For many years, DSV did not have. View Article.

9 tips to target the right respondents for an online survey

QuestionPro Audience

What does targeting the right respondents for an online survey mean? Fifteen years ago, market researchers knew very little about online survey research. Almost all interviews were still completed via telephone, paper and pencil or face to face.

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Do Humans Still Have a Place in Contact Centers?

NICE inContact

Chatbots are coming. Consider these stats*: 4 minutes is the average time savings with a chatbot enquiry vs. a traditional call $0.70 is the average cost saved per chatbot interaction for messaging-based banking bots 11,000 operating chatbots now are on Facebook Messenger $174 billion could be saved across insurance, financial services, sales, and customer service.

Calling All Calabrio Superstars

Calabrio

From day one, we designed Calabrio ONE to quickly deliver tangible business value to contact centers around the world. From seamlessly handling fast-growing, inbound contact volumes and painlessly unifying disparate data sources to tapping rich voice of the customer (VoC) insights, users rely upon Calabrio to understand what their customers really want while benefitting from increased operational efficiencies.

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.

Episode 60 – Customer Service Expert Shep Hyken Shares His Insights

Kristina Evey

Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. He is a … Read More Episode 60 – Customer Service Expert Shep Hyken Shares His Insights. The post Episode 60 – Customer Service Expert Shep Hyken Shares His Insights appeared first on Kristina Evey. Customer service good customer service Podcasting Strategy Uncategorized

Interactive Video: The Rise of RPA Bots in Customer Service

Jacada

Recently, Head of Automation Scott Merritt sat down with the TechTalk team and discussed the ways in which organizations seek to benefit from customer service automation.

A Customer Engagement Hub in Less than Three Weeks

NICE inContact

Three weeks to a future-proof customer engagement hub? It happened for Aetna Medicare Transition Services — and it can happen for your organization too. Discover how in our webinar, A Customer Engagement Hub in Less than Three Weeks. . With a short timeline and multiple challenges to overcome, upleveling its contact center was no small feat for Aetna.

Market research industry – Current stats and future trends

QuestionPro Audience

The market research industry has grown steadily over the last five years. But innovations could rapidly increase potential revenue in the research industry in the future. What should companies in this industry expect in the years to come? Here are a few market research stats and trends. Here, we’ll take a look at key market research stats and trends from a variety of new reports covering the industry for market research. Audience

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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.

It’s Your Fault

ShepHyken

The other day I was leaving a parking lot that required me to pay on the way out. It was an automated system. I put my ticket in the slot, the machine calculated what I owed, and then asked me to insert my credit card to make the payment.

Episode 59 – The CX Benefits of a Culture Book

Kristina Evey

On the second episode of this podcast, we discussed Culture and how it relates to the Customer Experience. Culture is … Read More Episode 59 – The CX Benefits of a Culture Book. The post Episode 59 – The CX Benefits of a Culture Book appeared first on Kristina Evey. Culture Employee Experience Podcasting Uncategorized

The Digital Revolution: Rising Consumer Expectations

NICE inContact

Digital today is much more than just email and chat. Today, your customers are rapidly moving beyond first-generation digital channels (email, web chat, mobile apps) and on to next-generation digital channels (social media such as Facebook, LinkedIn, Twitter, etc. as well as advanced messaging such as WhatsApp, WeChat, Facebook Messenger, Apple Business Chat, and more).

5 Ways to Improve Customer Loyalty and Skyrocket Sales

Joe Rawlinson

Did you know that research by Bain & Company found out that increasing customer retention rate by just 5% can increase profits by 25-95% ? If there’s one thing that always bears on the mind of businesses, it is this: What drives a customer to come back for more?

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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.