Callminer

MARCH 20, 2017

Managing call centers today involves much more than scheduling agents to staff the phone lines. Working as a call center agent is a stressful endeavor, and it’s up to you as a manager to cultivate a positive working atmosphere, foster a sense of ownership, and motivate your team to succeed. Of course, technology advances now […]. The post 100 Call Center Management Tips: Expert Insights and Advice for Hiring and Training Call Center Agents, Motivating and Engaging Your Team, Workforce Mana

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Technology Technology 260

Uniphore

MARCH 24, 2017

New technologies for a new era. The contact center space is rapidly evolving, due to a range of exciting new technologies that will significantly alter the industry in the near future. Read More.

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Contact Center Technology Technology 124

Beyond Philosophy

MARCH 22, 2017

To be honest, I’m not lovin’ McDonald’s food! However, I’m lovin’ their plans to overhaul their Customer Experience to regain the 500 million lost customer visits. McDonald’s plan to upgrade to the “Experience of the Future “ has much to teach us all about how to adapt to the changing expectations of today’s discerning (and demanding) customers. McDonald’s rolls out the new experience to 2,500 U.S. locations by fourth quarter 2017.

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CX Entertainment Customer Loyalty Customer Experience 127

Win the Customer

MARCH 20, 2017

The cost of poor customer service is going up, rising from $41 billion lost in 2013 to $62 billion in 2015 , according to research reported by NewVoiceMedia. The cloud service company reports customer experience is the key differentiator in driving retention and acquisition, as companies that thrill customers at every touchpoint of the buyer journey are the ones most likely to keep customers around.

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Retail Customer Experience Social Media Customer Acquisition 111

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Callminer

MARCH 20, 2017

Call center managers are constantly looking for metrics to improve their agents' performance.

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Uniphore

MARCH 23, 2017

Updates to the Interaction Designer. Powering Jacada Visual IVR and Agent Scripting. Version 8.7. Read More.

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ProProfs

MARCH 22, 2017

The emergence of social media challenged businesses to optimize performance in many areas but what they should certainly be given credit for is making companies dependent on this viable medium beyond what they could have ever imagined. The controversial topic of engaging employees and streamlining their experience went all the way from controversy to reality, as employers understood that the social contribution of their workers can’t be guaranteed, but it is nevertheless critical for the succes

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Social Media Education Start-ups 82

Callminer

MARCH 22, 2017

It is safe to say that it’s now well past the time to call ‘omnichannel’ just a buzzword.

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Omnichannel Customer Experience 182

Heart of the Customer

MARCH 22, 2017

Bottom lines are important, and a good measure of how business is doing. But there’s something that might come before the bottom line, and might make more of an impact on the strength of your business: customer service. We all know what negative customer service experiences—or poor customer journeys, as they are known—especially with the […]. The post Customer Journey Maps: How to Guide Your Leads to Customers appeared first on Heart of the Customer.

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Customer Journey Map Customer Service Customer Experience 68

ClearAction

MARCH 21, 2017

3 Ultimate Factors of Business Performance Lynn Hunsaker. Is customer engagement, artificial intelligence, digital marketing, predictive analytics, big data, or some other “shiny object” the key to driving business performance? Certainly all of these endeavors can make a difference in revenue growth. Yet there is a bigger picture: none of these is standalone in what’s required to sustain revenue growth, and they may or may not be big influencers of profit growth.

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Artificial Intelligence Outlook Predictive Analytics Customer Retention 69

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

Retail

Customer Bliss

MARCH 23, 2017

This will be a shorter post, as we’re working on a longer one for next week about customer experience rooms ( I call them customer rooms sometimes , and often work on them in my client work). You may be familiar with the Adobe Experience Cloud , which gives a business a suite of insights around campaign-building, ads management, customer profiles, and other centralized assets.

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Customer Experience Customer Journey Map 69

Provide Support

MARCH 23, 2017

10 Signs of a Company That Really Cares About Customers. Did you know that there’s such a thing as International Clients’ Day ? Although I’ve been in customer service for more than a decade, I first learned of it last week through a special offer email that I got in my inbox. Do you happen to hear about it too? Whether or not, the fact is that this informal holiday has not been around for that long.

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Customer Service 68

Confirmit

MARCH 22, 2017

At one time the phrase “qualitative research” would conjure up images of a group of people huddled round a table with a team of researchers and clients scribbling down notes behind a mirror. But not anymore! With business-to-business (B2B) research buyers wanting more than ever from research, it’s imperative that we keep innovating.

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B2B Gaming Innovation 67

ClearAction

MARCH 24, 2017

Value Chain Solution to VoC ROI Lynn Hunsaker. Voice-of-the-customer (VoC) ROI can be elusive unless you’re adamantly driving customer experience transformation. The key to VoC maturity and ROI is not sophistication or breadth of market research. It’s about viewing VoC itself and VoC actions and metrics as value chains. What is a value chain?

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VOC Close the Loop CXM Voice of the Customer 48

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Voice of the Customer

Customer Bliss

MARCH 21, 2017

Episode Overview. Like many of the CCOs I interview on this podcast, Diana took on what was essentially a new role in her organization. She had to shape the role internally. Now she’s been there (and in the role) around five years, so it seemed like a good time for reflection on what she’s been able to achieve and how she went about doing it.

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Manufacturing Finance CX B2C 48

Customer Service Training

MARCH 20, 2017

Developing a Customer Service Culture; how the attitudes of senior managers and reward impact customer service

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Customer Service 52

ClientSuccess

MARCH 20, 2017

Net Promoter Score (NPS) has been a long standing metric that many organizations rely on to determine the health of their customer base. Before we examine a few challenges that customer success teams should keep in mind, let’s first start with the definition of NPS: “( NPS ) is a management tool that can be used to gauge the loyalty of a firm’s customer relationships.

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NPS Net Promoter Score Customer Relationship Customer Satisfaction 40

Kate Nasser

MARCH 21, 2017

When you buy a biz, the essential bond to keep current customers is taking time to know them. Key customers experience examples fr The People Skills Coach™. The post Essential Bond to Keep Customers When You Buy a Business | #CX appeared first on KateNasser.com.

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CX Customer Experience Retail Customer Service 40

Speaker: Blackberry, OSS Consultants, & Revenera

Software is complex, which makes threats to the software supply chain more real every day. 64% of organizations have been impacted by a software supply chain attack and 60% of data breaches are due to unpatched software vulnerabilities. In the U.S. alone, cyber losses totaled $10.3 billion in 2022. All of these stats beg the question, “Do you know what’s in your software?

Technology

InteractionMetrics

MARCH 24, 2017

I will be moderating conversations about VoC next week at the Operations Summit. It got me thinking, it’s practically a given that every company will issue a customer satisfaction survey as part of their VoC program. But it’s NOT a given that every survey will improve customer satisfaction. Think about your own satisfaction survey for […]. The post 6 Steps to Improve Your Customer Satisfaction Surveys appeared first on Interaction Metrics.

Customer Satisfaction 40

Customer Satisfaction VOC Customer Feedback 40

The DiJulius Group

MARCH 22, 2017

A few weeks ago the CEO of Uber, Travis Kalanick, apologized for cultural failings at his company after a former employee alleged she was harassed and discriminated against while working there. Is it too late for the company that revolutionized public transportation? Kalanick apologized for a lack of diversity in the company’s workforce and for […].

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Transportation Customer Service 40

Customer Service Training

MARCH 20, 2017

Retail Customer Service Training; how to help your customers in store

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Retail Customer Service 52

Kate Nasser

MARCH 18, 2017

Want customers to love your business? Everyone in customer experience repeat daily, love the customers not the rules. You can show care and still work within guidelines. Latest from Kate Nasser, The People Skills Coach™. The post Customer Experience Repeat Daily: Love the Customers Not the Rules appeared first on KateNasser.com.

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Customer Experience Customer Service 40

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CX

InteractionMetrics

MARCH 24, 2017

I will be moderating conversations about VoC next week at the Operations Summit. It got me thinking, it’s practically a given that every company will issue a customer satisfaction survey as part of their VoC program. But it’s NOT a given that every survey will improve customer satisfaction. Think about your own satisfaction survey for […]. The post 6 Steps to Improve Your Customer Satisfaction Surveys appeared first on Interaction Metrics.

Customer Satisfaction 40

Customer Satisfaction VOC Customer Feedback 40

CX Journey

MARCH 22, 2017

Image courtesy of lambert03 Is your work environment toxic? You wake up every morning and drag yourself into the office. You know there's a reason you drag and don't skip. The thought of being in your office makes your stomach turn, and you wake up every morning checking your temperature to determine if today might be a sick day rather than a work day.

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TCFCR

MARCH 23, 2017

[…] 3. The Center for Client Retention […].

Customer Service 40

Customer Service 40

Beyond Philosophy

MARCH 20, 2017

Customer-centric organizations are 60% more profitable than non-customer focused organizations (Deloitte and Touche). Forrester Research declares 2017 the year that businesses become customer-obsessed. So what is the secret? Providing ‘value’ to the Customer. However, most organizations are terrible at doing this and particularly bad at articulating it.

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Non-Profits Customer-Centric Organization Sales Start-ups 138

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

Retail

InteractionMetrics

MARCH 24, 2017

I will be moderating conversations about VoC next week at the Operations Summit. It got me thinking, it’s practically a given that every company will issue a customer satisfaction survey as part of their VoC program. But it’s NOT a given that every survey will improve customer satisfaction. Think about your own satisfaction survey for […]. The post 6 Steps to Improve Your Customer Satisfaction Surveys appeared first on Interaction Metrics.

Customer Satisfaction 40

Customer Satisfaction VOC Customer Experience 40

InteractionMetrics

MARCH 24, 2017

I will be moderating conversations about VoC next week at the Operations Summit. It got me thinking, it’s practically a given that every company will issue a customer satisfaction survey as part of their VoC program. But it’s NOT a given that every survey will improve customer satisfaction. Think about your own satisfaction survey for […]. The post 6 Steps to Improve Your Customer Satisfaction Surveys appeared first on Interaction Metrics.

Customer Satisfaction 40

Customer Satisfaction VOC Customer Experience 40

InteractionMetrics

MARCH 24, 2017

I will be moderating conversations about VoC next week at the Operations Summit. It got me thinking, it’s practically a given that every company will issue a customer satisfaction survey as part of their VoC program. But it’s NOT a given that every survey will improve customer satisfaction. Think about your own satisfaction survey for […].

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Customer Satisfaction VOC Customer Feedback Customer Experience 40

InteractionMetrics

MARCH 24, 2017

I’ll be moderating conversations about VoC at next week’s Operations Summit and it got me thinking… It’s practically a given that every company will issue a customer satisfaction survey as part of their VoC program. But it’s NOT a given that every survey will improve customer satisfaction. Think about your own satisfaction survey for a […].

Customer Satisfaction 40

Customer Satisfaction VOC Customer Feedback Customer Experience 40

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

CX