Sat.Aug 03, 2019 - Fri.Aug 09, 2019

Why First Contact Resolution Makes All the Difference

SaleMove

Let’s face it: nobody likes calling customer service. The pre-recorded voices, the button pressing, and the wait times can all wear on a customer’s patience.

4 Ways Agents Can Help Create the Ideal Customer Journey Map

TechSee

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Emotion as a Driver of Customer Loyalty

Second to None

Human emotion is complex and multi-layered, which makes clearly outlining its role in the customer experience tricky at times. Yet, its importance persists.

5 Common Mistakes Customer Success Managers Make When Managing Their Day

ChurnZero

5 Common Mistakes Customer Success Managers Make When Managing Their Day (And How You Can Avoid Them). Think you could be getting more done? Don’t we all, but the saving time is money is especially true when you are in charge of managing your customer’s success, which ultimately drives renewal revenue. . Productivity and time management skills don’t come natural to everyone and that’s okay.

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!

The Shocking Link Between Bad Customer Service and High Employee Turnover

Ecrion

If you’re like most businesses, you lose between 10-25% of your customers every single year. There are many reasons a customer might leave your business , but one of the biggest culprits is an age-old foe: poor customer service.

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Five Recommendations For De-Emphasizing Benchmarking

Experience Matters

Benchmarking #CX against competitors is a good activity, but it is overused. See 5 pieces of advice. The post Five Recommendations For De-Emphasizing Benchmarking appeared first on Experience Matters. Customer experience CX - Customer Experience Enlighten

How to Win New Customers With Better Experiences – Part 1

Kayako

Customers enjoy doing business with companies that are easy to work with. The Ubers and Amazons of the world are constantly setting the gold standard in terms of what customers should expect from businesses, making consumers very aware of what great customer experiences should look like.

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Transform Citizen Connections with Cloud

NICE inContact

Our ability to interact and engage with our government is clearly fundamental to the functioning of our cities, states and nation.

Introducing GetFeedback for Field Service Lightning

GetFeedback

Get visibility into the onsite service experience and take immediate action to improve your field service operations. We’ve all experienced the dreaded four-hour window waiting for cable service installation.

8 Contact Center Trends to Watch in 2020

In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!

Breaking the Status Quo of CX — Part 2

CloudCherry

Many corporate initiatives start out with a flood of excitement and energy, but it can be hard to sustain that momentum over the long haul. That’s a big reason why some customer experience (CX) programs are struggling.

Valuable CX Industry Insight Shared by MaritzCX CEO

MaritzCX

This article was originally published by ESM. You can view the article here. Technology Vet to Enterprises: Stop Chasing Bright Shiny Objects and Focus on Basics When the CEO of a leading technology company warns business leaders to beware of ‘bright shiny objects,’ one should listen.

Why Digital Customer Service Depends on Software and Soft Skills

NICE inContact

If delivering extraordinary digital customer service were as simple as following a formula, everyone would be doing it. But not everyone is. In fact, 89% of tweets from customers to businesses still go unanswered, and poor customer service is one of the main reasons for customer churn. Clearly there’s plenty of room for improvement in customer service. Let’s make it simple: Great digital customer service depends on a combination of the best software and the right soft skills.

Introducing GetFeedback for Field Service Lightning

GetFeedback

GetFeedback turns Field Service Lightning into a more well-rounded solution by providing deeper visibility into the onsite service experience. Product & News

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The Pros and Cons of Incentivized Reviews

With so many online reviews out there, we’ve decided to take a look at how incentivized consumer reviews fare against regular reviews from consumers that were not incentivized. Is one better than the other? More positive? Are they similar in topics covered and level of detail? Download this report to get answers to those questions and more!

Rescued animals, animal shelters and pet ownership

QuestionPro Audience

How many times have you seen somebody advertise on social media about putting their pet(s) up for adoption? Initially, the excitement of getting a puppy or a kitten home knows no bounds.

Deliver Peace of Mind, Not Paperwork

Customer Bliss

In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother. . The following is a lightly edited transcript of the video below. Where is a navigator when you need one?

Gain Workforce Optimization Tips from Top Brands

NICE inContact

Contact centers need to manage, engage and retain their contact centers’ most important resource—their people. Workforce optimization can provide the insights, analytics and clarity into productivity to build and keep an expert team.

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We’re Excited to Join the SurveyMonkey Family!

GetFeedback

Six years ago, GetFeedback started on a journey to give companies a better way to listen to their customers –. Product & News

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

AI is here to help agents, not take their jobs

Comm100

As AI becomes more and more commonplace, people are questioning “Is my job safe?”. Looking purely at the news coverage from mainstream outlets, you’d think that we’d all be out of a job by tomorrow and robots are taking over the professional world.

Must Read: 5 Books with Tips and Techniques to Improve Your Customer Experience and Service

Customer Bliss

I know we’re in August and the Back to School advertisements are making the rounds, but summer isn’t over yet! So if you’re heading on vacation soon or relaxing as business slows down a bit, here are a few book suggestions for you to uplevel your own CX skills and that of your team.

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The Digital Revolution: Best-in-Class Digital Experiences

NICE inContact

In an earlier post, The Digital Revolution, Rising Consumer Expectations , we showed how consumer expectations are changing and placing a higher priority on digital engagement with companies. We ended by detailing 7 best practices that we’ll detail here.

Idaho Central Credit Union: A “2019 Best in Class Contact Center” Runner Up

Calabrio

Anyone working in the contact center industry knows Customer Contact Week (CCW) to be the end-all, be-all event for customer experience, contact center and customer care professionals. That’s why we were thrilled to see Calabrio customer Idaho Central Credit Union (ICCU) named runner-up in the “Best in Class Contact Center, 100-199 seats” category in the 2019 CCW Excellence Awards, recently announced at the event in Las Vegas. When ICCU—the number-one performing credit union in the U.S.

AI & Community: Don't Hammer the Flowers

Speaker: Venessa Paech, Australia's Leading Community Specialist

Join Vanilla Forums on Tuesday, July 21, 2020 at 8:30 AM ET for this on-demand workshop led by Venessa Paech, Co-Founder of Australian Community Managers and Leading APAC Community Specialist.

VSP Global Shares 6 Tips to Drive Customer-Centric Cultural Transformation

Vision Critical

In this automated, AI obsessed and data-driven world there is sweet irony that one of the biggest impediments to digital transformation, successful product launches, and exceptional customer experiences, are gut decisions and the opinions of the most senior person in the room. Best Practices

We’re excited to join the SurveyMonkey family!

GetFeedback

Six years ago, GetFeedback started on a journey to give companies a better way to listen to their customers – through surveys. Since then we’ve continuously worked on making it easier and simpler for organizations to build better customer relationships. Our goal is to provide companies with a seamless way to marry feedback data and customer data, enabling them to take intelligent action at the right time and provide an exceptional customer experience.

Enjoy the Super Saver Rate for Interactions 2020

NICE inContact

We’re excited to let you know that Interactions 2020 registration is officially open, and you can take advantage of our special Super Saver rate by registering now!

Build Customer Trust By Avoiding These Mistakes

Experience Investigators by 360Connext

Success Relies Upon Customer Trust. When I ask you a question like “what brand are you loyal to?” ” you are actually answering the question “what brands have earned your trust?” ” What brand has proven, time and again, they can live up to their promises?

[On-Demand Webinar] The State of Customer Education: Trends and Benchmarks Report

Speaker: Sandi Lin & Linda Schwaber-Cohen

In this webinar, Skilljar CEO Sandi Lin will discuss learnings from their recent study, and share her insights on the state of Customer Education. They'll dig into key findings so you can benchmark against industry trends and understand how your strategy and metrics compare.

The Best Companies Do This Even When They Don’t Have To

Steve DiGioia

it's one of the reasons why consumers maintain loyalty Buffer, one of the industry-leading apps used to schedule and share content on social media, recently had a “bug” that affected 0.00599% of Buffer users (467 out of 7,800,000). A pretty small number if you asked me. So, what did they do?

Survey taking experience – what do respondents feel?

QuestionPro Audience

Not many would describe taking traditional surveys as a compelling experience. Reaching the modern internet user is becoming more of a challenge. There are multiple articles of people earning up to $1,000 per month through paid online surveys and it only takes a few minutes to sign up and get started. The problem is, there are plenty of paid online survey companies out there that aren’t legitimate. Audience

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Why Digital Customer Service Depends on Software and Soft Skills

NICE inContact

If delivering extraordinary digital customer service were as simple as following a formula, everyone would be doing it. But not everyone is. In fact, 89% of tweets from customers to businesses still go unanswered, and poor customer service is one of the main reasons for customer churn.