Calabrio

APRIL 27, 2017

However, those who work in the contact center understand a very different truth: engaged, experienced contact center agents are more important than ever, and their increased value is due in large part to this new technology. Keeping your contact center agents engaged. Doing so requires agents to feel engaged with their place of work.

Contact Center 162

Contact Center Engagement Self Service Social Media 162

C3Centricity

JULY 27, 2021

If you can’t wait for Part 2 next week, you can download the full white paper HERE. I have been fortunate to have managed over 250 voice of the customer projects in B2B over the last four decades, with over 50 engagements on customer satisfaction and loyalty. These projects were across a wide variety of industries.

B2C 179

B2C B2B Customer Satisfaction Industry 179

Calabrio

APRIL 27, 2017

However, those who work in the contact center understand a very different truth: engaged, experienced contact center agents are more important than ever, and their increased value is due in large part to this new technology. Keeping your contact center agents engaged. Doing so requires agents to feel engaged with their place of work.

Contact Center 100

Contact Center Engagement Self Service Social Media 100

Calabrio

APRIL 27, 2017

However, those who work in the contact center understand a very different truth: engaged, experienced contact center agents are more important than ever, and their increased value is due in large part to this new technology. Keeping your contact center agents engaged. Doing so requires agents to feel engaged with their place of work.

Contact Center 100

Contact Center Engagement Self Service Social Media 100

One Millimeter Mindset

OCTOBER 8, 2018

The quality of engagement experience is essential for fueling ongoing, high-quality customer experiences. First, the act of engaging customers encourages both customers and sellers to exchange energy with one another. Or, is the quality of the engagement forceful and overwhelming? Even if we are a brand of one.

Engagement 74

Engagement Customer Experience Sales Customers 74

ijgolding

JULY 24, 2018

‘Culture by design’, a white paper by Pelorus Jack and prominent academics from Cranfield School of Management , explores how to connect organisations with their customers to create a consistent, world-class customer experience that leads to sustained commercial success.

Culture 123

Culture Customer Experience Management Employee Engagement 123

Storyminers

JANUARY 26, 2015

They used the then-new tech to operate more efficiently and … Continue reading → Blog Customer Engagement Strategy Customer Experience Customer Experience Design Customer Experience Strategy Experience Design Instructions Service Design Strategy articles business strategy customer experience customer service Experience Designer service (..)

Meeting 100

Meeting Customer Experience Design CRM Strategy 100

CSM Magazine

OCTOBER 12, 2023

Sabio Group, the global digital experience transformation services specialist, has partnered with customer engagement expert Martin Hill-Wilson to release the 2023 edition of its acclaimed CX Realities white paper series. Going forward, service strategies need to be braver, better and more in tune with people’s emerging needs.”

Groups 52

Groups Omni-Channel Customer Journeys Customer Engagement 52

Comm100

JANUARY 21, 2020

With digital omnichannel engagement, you can automate proactive interactions based on custom rules that guide users through the customer journey. If you can automate outbound messages, why not convert and engage more? This post is the second of two that are based on our Omnichannel white paper. White Paper.

Customer Journeys 100

Customer Journeys Social Media B2C Omni-Channel 100

Vonage

JUNE 23, 2017

Some say it’s about lead generation, creating demand, building relationships and engagement. I like that last word, engagement. Engagement is about interacting and attraction. It’s all about engagement with the customer. Find out how you can make customer engagement a winning strategy. Here’s a thought.

Customer Experience 193

Customer Experience Marketing Advertising Customer Service Training 193

TechSee

OCTOBER 19, 2021

Visual assistance is an emerging technology powered by video and augmented reality that allows users to instantly stream their mobile device camera or screen for real-time, interactive visual engagement. It is an extremely successful strategy to employ when looking for how to reduce returns in e-commerce. Truck Roll Rates, and.

How To 124

How To e-support Self Service Retail 124

TechSee

MARCH 12, 2019

This in-depth white paper by TechSee explores the real-world uses of implementing vision automation technologies within the contact center. The white paper provides a deep dive into the impact visual automation is having on a wide range of contact center KPIs. The Power of Visual Automation.

Self Service 111

Self Service Contact Center Net Promoter Score Contact Center Workflow 111

Kayako

MAY 13, 2022

A well-managed customer community can increase customer loyalty and convert some engaged customers to brand evangelists. White papers. Customer Community: an online space where customers can share feedback, ideas, reviews, and advice. Other content sources include: FAQ sections. Blog posts. User guides. How-to guides.

Self Service 275

Self Service Knowledge Base e-support Policies 275

AskNicely

DECEMBER 4, 2018

At first, you’re engaged and paying attention, but soon, you just ignore the messages and suddenly you have 87 text notifications. Download our white paper on The New NPS Best Practices. You can still survey your customers on a more regular cadence, but we do recommend no more than once every 90 days for each customer.

Survey 150

Survey Net Promoter Score NPS Call Center 150

Customer Bliss

MAY 7, 2015

At Amy’s, applicants receive a white paper bag that must be brought back within a week and must turned into a creation that tells Amy’s about who they are. From this white paper bag, Amy’s finds the personalities that will serve and help the customers who visit their shops. Read More: Do You Walk in Your Customers Shoes?

Customer Experience 100

Customer Experience Customers Company Engagement 100

Integrity Solutions

APRIL 19, 2024

According to Observe.AI’s State of Contact Center Conversation Intelligence report, 82% of contact centers engage with customers via the phone. Personalization and humanizing the sales experience means prospects will not just hear your message but feel like it’s meant for them and, as a result, be more inclined to engage with it.

Sales 99

Sales Loyalty Communication Contact Center 99

Beyond the Arc

NOVEMBER 11, 2021

complementary white paper Using Personas & Journey Maps: Strategic Tools to Improve Customer Experience Download Now Most businesses serve a variety of customers, each with different needs, goals, and emotional drivers that influence their actions and decisions. Understanding those differences is key to business success.

Customer Journeys 59

Customer Journeys Customers Tools Customer Experience 59

CX University

APRIL 2, 2024

Companies increasingly recognize that employee experience can be positive, powerful, and influential in engaging customers. Pink (2009) states that when employees have a purpose in their work, are provided with opportunities to develop mastery in what they do, and have autonomy, they will be engaged. The Dollar General Rebellion!

Strategy 52

Strategy Financial Leadership Apparel 52

Zeisler Consulting

SEPTEMBER 27, 2023

But it’s not giving away of trade secrets to acknowledge that, if you’re getting CX right, it’s because your entire Customer Experience enterprise (your Office of the Customer, your Chief Customer Officer, and all that) spends most of its time and energy implementing changes and process improvement engagements.

Chief Customer Officer 72

Chief Customer Officer Customer Centricity Culture Resources 72

Daniel Group

OCTOBER 8, 2022

I recommend my two recent blogs for further reading on how you can continue to improve your CX program: Three Steps to Excellent CX: Measure, Manage, and Improve Does Emotionally Engaging with Customers Matter? As always, I welcome your feedback and would love to hear from you about your CX successes we can share with our clients.

Feedback 52

Feedback Measurement Sales Groups 52

Confirmit

FEBRUARY 26, 2019

Download this white paper and find out how to better understand the individuals who need to take action and how to motivate them to actually do so. Voice of the Customer White Papers. Together, this toolkit helps create the behavioral changes required for sustainable change.

Engagement 40

Engagement Groups Analytics Technology 40

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

When Oracle released their White Paper Why Customer ‘Satisfaction’ is No Longer Good Enough , the stats caused quite a stir, and rightfully so. Many executives are interested in improving and understanding customer experience. They want to know how to increase loyalty and revenue and all that good stuff.

Customer Experience 282

Customer Experience Social Media Poor Customer Service Loyalty 282

Comm100

JANUARY 21, 2020

With digital omnichannel engagement, you can automate proactive interactions based on custom rules that guide users through the customer journey. If you can automate outbound messages, why not convert and engage more? This post is the second of two that are based on our Omnichannel white paper. B2B vs. B2C conversion.

Customer Journeys 209

Customer Journeys Social Media B2C Omni-Channel 209

Clarivate

FEBRUARY 28, 2024

This subject is discussed in a forthcoming white paper from Clarivate. This begs the question: What computational and analytical tools are available for mining and interpreting rare disease data, and how can companies bridge the gap between data generation and actionable insights?

Tools 59

Tools Healthcare Analysis Analytics 59

Education Services Group

MAY 11, 2018

Folks who know that to improve their bottom lines they need higher touch engagement with their customers — but don’t have the resources to make that a reality. One case study showed that even just a minor increase in human-touch engagement resulted in increased customer software subscription renewals. Did you like this blog post?

Customer Success 40

Customer Success Engagement Customer Journeys Case Study 40

Vonage

MARCH 26, 2018

according to Accenture’s Digital Disconnect in Customer Engagement report. Also, be sure to check out our latest white paper, 3 Key Customer Service Trends for 2018 , the definitive guide for how to win at CX this year. Otherwise, it could cost you. trillion in the U.S.,

Omni-Channel 228

Omni-Channel Trends Customer Service Contact Center 228

Storyminers

JANUARY 22, 2015

I contributed an article about Intelligent Experiences: Where CX Meets … Continue reading → Blog Customer Engagement Strategy Customer Experience Customer Experience Design Customer Experience Strategy Employee Experience Experience Design Strategy books business strategy customer experience employee experience white papers'

Customer Experience 60

Customer Experience eBook Customer Experience Design Employee Experience 60

Customer Experience Insight

DECEMBER 3, 2020

So any experience that helps customers feel a little more important or closer to others will likely engage them and make you more endearing. One way: When you help customers or give them an added value – such as a sample or white paper – ask if there are others in their organization who might like it, too.

Customer Experience Professionals 52

Customer Experience Professionals Social Media Customer Retention Tips 52

Beyond Philosophy

DECEMBER 5, 2017

Whenever the subject of employee satisfaction and engagement arises, it is often difficult to differentiate between them. If you believe that “a satisfied employee IS an engaged employee.” Company goals now include building a corps of employees who perform at proactive, customer-centric levels beyond engagement and satisfaction.

Employee Engagement 68

Employee Engagement Engagement Consulting Culture 68

Education Services Group

JULY 30, 2018

How many are currently engaged in a strategy to keep their accounts? Download our white paper, Success Through Segmentation. Level of on-boarding engagement. Check out this white paper to learn more about that.) Download our Success through Segmentation white paper. Types of user roles.

Comparison 53

Comparison Analysis Metrics Customer Success 53

CSM Magazine

SEPTEMBER 8, 2023

The combination makes agent and supervisor jobs more seamless, bringing enterprise contact centre and workforce engagement management (WEM) capabilities from Genesys Cloud CX to Salesforce Service Cloud.

Groups 52

Groups Leadership Multi-Channel CRM 52

Confirmit

JULY 26, 2018

You will know who the movers and shakers are, and to engage these individuals it is critical to understand the key business issues they need to address and then demonstrate the role your VoC program can have in helping them to do so. Voice of the Customer Product Innovation White Papers. Improve cross-sell and up-sell.

CEM 70

CEM Return on Investment B2C Financial 70

Beyond Philosophy

JANUARY 23, 2021

One of the contributing factors to this mindset is the number of stories we hear in business books, blog posts, white papers, and TED talks that describe how organizations change this one small thing and revenue increases by 50 percent. Perhaps why they are so engaging; because results like that are so hard to come by.

Customer Experience 89

Customer Experience Consulting Financial Customers 89

Andrew Mcfarland

SEPTEMBER 23, 2022

In addition, webinars, white papers, and video content are essential for establishing credibility. If the meeting is a one-off, it might be a good idea to use a sales dashboard or other tools to prepare metrics for the engagement. An active blog, white paper, or webinar can also help you build credibility.

Competitive Advantage 48

Competitive Advantage Touchpoint Meeting Sales 48

Vonage

OCTOBER 2, 2017

You need to ensure you have the right technology to monitor social media engagement and the levels of staffing to deliver a service that’s efficient. For more on this topic read our white paper How to choose your channels: designing an omni-channel strategy.

Omni-Channel 253

Omni-Channel Customer Service Social Media Customers 253

Gainsight

OCTOBER 25, 2021

By digging into customer feedback and behavioral analysis, you can spot those friction points and clear the way to more engaging products. Pepper in strategic engagements. As you’re analyzing your user’s path, you can proactively eliminate friction points by peppering in in-product engagements , product guides, and surveys.

Feedback 98

Feedback Roadmap Analysis User Experience 98