Execs In The Know

APRIL 14, 2022

As covered in last week’s keynote-focused blog post , Customer Response Summit (CRS) Clearwater, Florida was a recent wrap (March 28–30, 2022). Is Your Voice of the Customer Data Failing to Deliver Change? Customer loyalty has to be earned, now more than ever, making your CX a prime differentiator. You’re Not Alone.

Real Estate 98

Real Estate VOC Actionable Insights CX 98

Hodusoft

APRIL 26, 2023

If you happen to own or manage a virtual call center, you must know the importance of using the right metrics to not only track agents’ performance or call outcomes but also to ensure customer satisfaction. In this blog post, we discuss the metrics you must use to measure your call center’s performance.

Customer Satisfaction 52

Customer Satisfaction Contact Center Customer Service Customer Experience 52

Lumoa

MARCH 21, 2023

You read blog posts and research articles if you want to learn more about a specific topic. For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. To help you out, we have listed our top 10 must-read customer experience books.

Customer Experience 94

Customer Experience Customer Experience Management CX Start-ups 94

Intercom, Inc.

FEBRUARY 25, 2021

Most businesses design customer experiences from the inside out, based on what is best for the company, when they should be doing the exact opposite. Few people are as passionate about customer experience as Annette, the founder and CEO of consulting firm CX Journey Inc. How to put the “customer” in “customer experience”.

Customer Experience 211

Customer Experience CX Start-ups Close the Loop 211

Hodusoft

FEBRUARY 1, 2023

One of the areas where this evolution is most evident is in the way banks communicate with their customers. Banks that invest in these systems can expect to see improved customer service, increased efficiency and productivity, and enhanced security, all of which are critical for maintaining a competitive edge in the current market scenario.

Finance 52

Finance Omnichannel Social Media Artificial Intelligence 52

Callminer

AUGUST 6, 2019

Automatic Call Distributor (ACD): ACDs handle how calls are routed to find the right rep or automated system. Automatic Call Distributor (ACD): ACDs handle how calls are routed to find the right rep or automated system. Call Accounting: Also known as call logging, these tools collect and record phone usage within a call center.

Contact Center 140

Contact Center VOC Social Media AI 140

Callminer

APRIL 23, 2019

To ensure the quality of customer service. The primary reason this number may not be included is that both the account number and the CV2 are required for would-be criminals to use a stolen card. PCI DSS is a set of strict regulations created to protect private financial information and prevent credit card fraud.

Compliance 159

Compliance Contact Center E-commerce Customer Satisfaction 159

Callminer

AUGUST 1, 2017

If customers are being sent to the wrong department, then they tied up customer service personnel from helping the right people. Just by using software, you can scale from one customer representative agent to one thousand and back again without dealing with any downtime. Meet Our Panel of Contact Center Experts: .

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

SurveySensum

OCTOBER 10, 2023

Delighted is a customer feedback platform that helps businesses gather, track, and analyze thousands of actionable customer, product, and employee feedback. But like any other great tool ever made, Delighted also has some drawbacks that hold it back. How Did We Evaluate Delighted Alternatives?

Actionable Insights 52

Actionable Insights Start-ups NPS Customer Feedback 52

Hodusoft

JANUARY 17, 2024

Revolutionizing Customer Engagement: The Power of UCaaS Contact Center Software The term ‘UCaaS’ has been in the modern telephony lexicon for quite some time now. It’s the acronym for Unified Communications as a Service. In this blog post, we will understand UCaaS contact center software , its features, and its benefits in detail.

Contact Center 52

Contact Center Social Media Omnichannel Compliance 52

Aquire

JULY 26, 2021

Customer service agents respond to a wide range of queries – but thankfully, most questions aren’t unheard of. Instead, they can use customer service email templates to cut response times and provide consistent service. First, here’s some advice on how to write customer service emails.

Customer Service 98

Customer Service Start-ups Social Media Customer Feedback 98

Beyond Philosophy

APRIL 15, 2019

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. Implementation can have its challenges.

Customer Service 115

Customer Service Start-ups Customer Loyalty Customer Experience 115

Lumoa

APRIL 21, 2022

Wayne Dyer Act 1 The Customer Support Blues “Does Customer Support have enough of a mandate to drive improvements in customer satisfaction?” When I started thinking about writing a piece on transforming customer support, this question immediately came to mind. What will your answer be? I can almost picture the scene.

Non-Profits 83

Non-Profits Customer Satisfaction Outlook Technology 83

Comm100

MAY 25, 2022

Further social upheavals amongst workers and customer expectations have also occurred. Ultimately, customer service and contact centers have not been immune to these changes. Then we’ll analyze how your organization can respond to these changes and the ways in which technology can benefit your ability to serve customers.

Contact Center 52

Contact Center Customer Service Social Media Omnichannel 52

Logicalware

AUGUST 19, 2021

With so much attention placed on customer experience in the contact centre, the needs of agents can often get overlooked. But agent experience is so tightly tied to customer experience that it’s impossible to successfully deliver one without the other. Happy agents are 3x as likely to feel empowered to resolve customer issues.

Sentiment Analysis 78

Sentiment Analysis Engineering Technology Technology 78

Zendesk

MAY 26, 2021

Customer service can make or break a business. But not everyone agrees on what it is or how to do it well. In this guide, we’ll share how to set your business up for customer service success. The definition of customer service. How has customer service changed?

Customer Service 105

Customer Service Social Media Start-ups E-commerce 105

Zendesk

JUNE 21, 2023

Sometimes, the best way to market your company is through the very people who use your products or services. For example, customer advocates can encourage other individuals to buy from your business by sharing their unbiased experiences. How is brand advocacy different from customer advocacy? What is brand advocacy?

Social Media 52

Social Media Net Promoter Score Education Construction 52

Customer Bliss

JANUARY 30, 2020

The most admired companies remove practices that might curb the extension of care, or limit employees to act in good conscience. They work to remove boundaries and pressures that prohibit customer-driven decision making. Care is foundational to how they grow. Building deliberate moments of trust based on customer needs.

Hospitality 86

Hospitality Hospitality Start-ups Innovation 86

Beyond Philosophy

OCTOBER 28, 2014

All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. Why Systems Matter to Your Customers. How are they going to use it?

Net Promoter Score 120

Net Promoter Score Customer Experience CEM Customer Retention 120

PeopleMetrics

DECEMBER 12, 2017

“Customer Experience Management (CEM) and Customer Relationship Management (CRM) are the same, right?”. While it may be true that at their core, both systems revolve around the key interactions a customer has with your brand, CRMs and CEMs serve distinctly different purposes and operate from two contrasting angles.

CEM 84

CEM CRM Customer Relationship Management VOC 84

ProProfs

MAY 31, 2022

This astonishing statistic feels even more surprising when you consider the fact that as many as 70% of employees report not having the adequate skill level for their job. . Training needs assessment or training needs analysis (TNA) lets you figure out: Which employees need training. How much training will be enough to fill the gap. .

Legal 52

Legal Customer Satisfaction Close the Loop Start-ups 52

SurveySensum

OCTOBER 12, 2023

InMoment is a customer feedback platform that helps you understand the voice of your customers , get actionable insights from qualitative feedback, and auto-categorize unstructured feedback from surveys, online reviews, support tickets, and more. How Did We Evaluate InMoment Alternatives? Read customer reviews online, right?

Text Analytics 52

Text Analytics Actionable Insights NPS Customer Feedback 52

Customer Service Life

AUGUST 22, 2019

This article was originally published on the FCR blog on July 2, 2019. And in many of these companies, NPS is tied to employee performance measurement and bonus structures, impacting everyone from the CEO on down to the folks in the contact center. Customer Satisfaction (CSAT). Image by Free-Photos from Pixabay.

NPS 106

NPS Contact Center Close the Loop Net Promoter Score 106

Zendesk

JUNE 11, 2021

But not every lead that enters the top of your sales funnel will come out the other end as a customer—there’s bound to be some pretty significant spillage along the way. How sales and marketing teams fit into the sales funnel. How to create leads and nurture them throughout the sales funnel. What is a sales funnel?

Sales 86

Sales Social Media B2B CRM 86

Zendesk

JANUARY 18, 2022

Most businesses strategize sales through the eyes of the customer. What do customers want? How do we make customers happy? These are all worthwhile questions—and the customer is certainly important—but no company can help their customers if they have internal issues in serious need of fixing.

Finance 52

Finance Sales Non-Profits CRM 52

CX Journey

NOVEMBER 3, 2015

appeared on their blog on May 21, 2015. When we empower employees, does that impact their productivity? Employee empowerment is one of those phrases that often causes people to groan. Is it just another piece of employee lingo or a catch phrase? No, absolutely not. But I'm getting ahead of myself.

Customer Experience 71

Customer Experience 71

Hodusoft

NOVEMBER 1, 2022

Customer service has become a competitive aspect for all businesses. Companies, regardless of their size, are leaving no stone unturned to improve their customer service experience. FCR allows you to quickly determine how well a caller was assisted and what happened next. How important is FCR for businesses?

Net Promoter Score 52

Net Promoter Score Predictive Analytics Customer Satisfaction CRM 52

SurveySensum

OCTOBER 23, 2023

GetFeedback is a customer feedback platform that empowers businesses to capture real-time data from customers at different touch points of the customer journey. The tool provides several exciting features, like survey customization, a gamified user interface, feedback segmentation, custom reports, and many more.

NPS 52

NPS Social Media Text Analytics Outlook 52

Customer Service Life

MAY 21, 2018

This article was originally published on the ICMI Blog on March 29, 2018. The most alarming were those with high-quality scores but low CSAT — especially if you view quality as the company’s gauge of the customer experience and CSAT as the customer’s gauge. What about average handle time, service level, or agent attrition?

Contact Center 68

Contact Center Customer Experience Artificial Intelligence Machine Learning 68

Confirmit

DECEMBER 21, 2016

I’m excited to write this blog just as I approach my 2-year anniversary with Confirmit! I spent the first few months marveling at how many amazing products are in our suite, and how many brilliant (and nice!) I saw first-hand the evolution from traditional research methods to online technologies and services.

VOE 53

VOE Text Analytics VOC Voice of the Employee 53

Comm100

NOVEMBER 8, 2018

Top Types of Customer Communication Channels. Customers are the lifeblood of your business, so it makes sense that they should also be the motivating factor behind any major business decisions. And customers themselves may be vocal about the need for new channels to be added. Knowledge base. Social media. AI-powered chatbots.

Social Media 50

Social Media AI Machine Learning Technology 50

Zendesk

FEBRUARY 7, 2022

Customer support is having a moment. In a highly competitive, digital-first world , providing your customers with responsive, relevant support is more important than ever. Customer support definition. What’s the difference between customer support and customer service? Customer support strategies.

Net Promoter Score 52

Net Promoter Score Social Media Start-ups Customer Expectations 52

CX Journey

MAY 3, 2016

This is a modified version of that post, which appeared on their blog on March 30, 2016. The Customer Experience Professionals Association (CXPA) was established in 2011 to support and to advance the customer experience profession, to set standards for the profession, and to increase the visibility of these long-unsung heroes.

Customer Experience 40

Customer Experience Event Planning Voice of the Customer Education 40

Comm100

MAY 10, 2018

If you work in customer service, chances are you know the signs of a complaining customer. You may recognize the way they hold up the line at checkout, the way they demand to speak to management, or the way a look of disbelief plants itself on their faces when they hear that what they are asking for simply cannot be done.

Social Listening 80

Social Listening Social Media Customer Service Start-ups 80

PeopleMetrics

DECEMBER 5, 2014

it''s the foundational principle that holds all relationships.". I dove right into the omni-channel AT&T customer experience. AT&T Customer Service Rep (c. And yes, it matches the address you have in your files for my account. AT&T has "known" me for close to a decade of customer loyalty.

Voice of the Customer 76

Voice of the Customer Legal Education Customer Loyalty 76

Qualtrics

FEBRUARY 12, 2019

In the last year, healthcare become the largest supplier of US jobs and health spending accounts for roughly 18% of the US gross domestic product. With such a growth in the healthcare industry taking hold, getting the experience right for both customers and employees is tantamount.

Net Promoter Score 30

Net Promoter Score Healthcare NPS Technology 30

CX Journey

AUGUST 11, 2016

At its core, lean management is about maximising customer value while minimising waste. I recently caught up with Olivia McMillan , who manages a team of 35 agents handling 16,000 interactions per month in what REA Group calls its Customer Experience Centre, to ask her how the principles of lean thinking are exemplified within the business.

Manufacturing 0

Manufacturing Start-ups Construction Healthcare 0