Callminer

APRIL 26, 2017

Definition of First Call Resolution First-call resolution (FCR) is an important contact center metric and element of customer relationship management (CRM). The term is self-explanatory: a contact center’s ability to resolve customer problems, questions or needs the first time they call, with no follow-up required. FCR not only helps gauge customer satisfaction – the higher […].

Contact Center 196

Contact Center Customer Relationship Management CRM Customer Satisfaction 196

Uniphore

APRIL 28, 2017

Every company loves positive feedback, but the truth is it’s the negative feedback that really drives the company’s long-term success. How so? Just like any real and important relationship, only when customers complain, do companies truly discover, and hopefully solve, customer problems as they arise. Read More.

Customer Feedback 124

Customer Feedback 124

Beyond Philosophy

APRIL 24, 2017

Lying is a rotten thing to do. However, the more you do it, the less rotten it seems. Or at least that’s what a recent study about lying revealed. The researchers, including Dan Ariely , author and Professor of Psychology and Behavioral Economics at Duke University, wondered if your brain adapted to being deceitful. To find out, the research team put participants in an fMRI machine (functional magnetic resonance imaging) to see what happened when they lied.

Customer Experience 127

Customer Experience 127

Customers That Stick

APRIL 25, 2017

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

Customer Service 102

Customer Service 102

Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Customer Loyalty

Callminer

APRIL 26, 2017

Definition of First Call Resolution. First-call resolution (FCR) is an important contact center metric and element of customer relationship management (CRM). The term is self-explanatory: a contact center’s ability to resolve customer problems, questions or needs the first time they call , with no follow-up required. FCR not only helps gauge customer satisfaction – the higher your first-call resolution rate, the more satisfied your customers tend to be – and, as a result, drive customer loyalty

Contact Center 140

Contact Center Social Media Customer Satisfaction Customer Relationship Management 140

Uniphore

APRIL 27, 2017

When most people think about customer service, it usually means that someone had a problem, contacted your support team, and then you acted to resolve the issue. While this approach is still the most common, the truth is this reactive listening is overrated. Read More.

Customer Service 100

Customer Service 100

Heart of the Customer

APRIL 26, 2017

At a CXPA event my good friend Lisa told me about a conversation she recently had. She was talking about the need to do some journey mapping, and mentioned how a good map takes 12-16 weeks. Her conversational partners’ response was, “What do you mean? I have the software – I can have that knocked […]. The post You can’t have a customer journey map without a customer appeared first on Heart of the Customer.

Customer Journey Map 68

Customer Journey Map 68

Callminer

APRIL 24, 2017

There are many lessons contact center professionals can take from Netflix.

Contact Center 182

Contact Center 182

Confirmit

APRIL 26, 2017

Today the office will be a bit noisier than usual. No, there isn’t any construction going on (that was completed last summer), and there aren’t any big meetings happening. We will be welcoming 14 Mini-Confirmites to the New York City office. For the first time in Confirmit’s 20 year history, we will be observing Take Our Daughters And Sons To Work Day.

Entertainment 68

Entertainment Construction Voice of the Employee Gaming 68

Customer Bliss

APRIL 27, 2017

After a few days and posts covering the United Airlines incident, I want to briefly turn attention to omnichannel. You probably know what omnichannel means, but a quick definition is always helpful. It refers to the various touch points by which a business/organization can reach a customer. The idea — and the ideal — is to get the offer in front of them at the time they’re most likely to be interested.

Omnichannel 66

Omnichannel Social Media Retail CX 66

Advertisement

Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Myra Golden Media

APRIL 23, 2017

I was making a special candy desert with my daughter, just 4 years old at the time. I didn’t even want to make the recipe, but Lauren begged me to. Given my frustration in the kitchen with this unfamiliar and difficult recipe, it’s no surprise that my daughter quickly lost interest in cooking with mommy and went to play. Impatient with a lengthy step in the cooking process, I decided to let the mixture simmer for a bit, thinking my frustration could also simmer down, and I went down the hall to

Customer Experience 59

Customer Experience 59

CX Journey

APRIL 26, 2017

Image courtesy of m kasahara I originally wrote today's post for Clicktools. It was published on their blog on July 6, 2016. I've made slight modifications. Some pundits would have you believe that surveys are dead, that they are no longer important for customer listening and understanding. I beg to differ. Yes, there are several other ways in which companies can listen to customers and learn how well they’re delivering on the experience, but surveys aren’t going anywhere.

Customer Survey 63

Customer Survey Touchpoint Start-ups Retail 63

PeopleMetrics

APRIL 25, 2017

Cybersecurity and data protection are becoming areas of focus due to the rise in high-profile data hacks. Besides the loss of stakeholder value, a data breach can cause exposure to lawsuits, financial losses and irreparable consequences like a severely tarnished reputation. Consumers, on the other hand, are increasingly becoming concerned about the security of their personal data.

Technology 54

Technology Technology 54

Confirmit

APRIL 26, 2017

Today, I’m bringing my two daughters to Confirmit’s New York office. Chloe (8) and Emma (6) are really looking forward to heading to work with Dad for the day. I wanted to take part in this initiative because I really want to show my kids what the corporate workplace is like. They have some experience with learning about public sector environments - police, EMT, firefighters, etc., but the corporate world has a very different view and I think it’ll be fun for them to see it.

Voice of the Employee 58

Voice of the Employee Voice of the Customer 58

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

APRIL 25, 2017

Episode Overview. The United Airlines incident is eventually going to fade from public consciousness, but I wanted to try and address it a few times. As we all know, customer experience happens in the real world — it’s companies and organizations interacting with their customers. Because of the vast scale of mobile/digital now, some of these interactions are seen live by 100 people — then seen by millions (if not billions) globally when they spread.

CX 51

CX Innovation Customer Experience 51

ClientSuccess

APRIL 27, 2017

As we travel the globe and talk with customer success leaders, one of the most frequent asked questions is, “What are the metrics I should be tracking and measuring to help my organization embrace customer success?” To answer this question, we decided to collaborate on this topic with the best customer success leaders at a conference we held last September called the CS100 Summit.

Sales 41

Sales 41

Waypoint Group

APRIL 27, 2017

(I’m proud to publish this week’s Customer Engagement insights from Mike Roberts, President of Xaasegy and leader in helping B2B companies drive growth from customer success strategies.) Ever had one of those ‘Interstellar’ moments when you seem to be looking in from a parallel universe? At a recent Customer Success event, I realized presentations and discussions were 100% ‘provider’ focused, […].

B2B 40

B2B 40

Confirmit

APRIL 26, 2017

Growing up I always went to work with my mother. I always knew what she did (well, the highlights) and who she did it with. She worked in fashion, and her co-workers were characters who she sometimes brought home. I knew how to ‘commute’ to NY, where the breakroom was and what tasks I could perform to pretend I was working alongside her.

Voice of the Employee 49

Voice of the Employee Voice of the Customer Customer Experience 49

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

Provide Support

APRIL 26, 2017

There’s no question that live chat is getting huge as more and more businesses are adopting the tool to stay competitive in the industry. In fact, according to Gartner , by 2018, over 80% of companies will offer some form of live chat on their website or on mobile devices to interact with their customers. Is your business still lagging behind the trend?

Customer Service 53

Customer Service 53

ClientSuccess

APRIL 25, 2017

3 Ways How to Build a Customer’s Perspective Journey Map. All customer success professionals have an idea in their minds about what the ideal customer journey map looks like. It’s easy to get caught up in the traditional picture of customer experience and how a customer is expected to interact with a brand but, as more customer success leaders are finding out, the traditional route doesn’t always cut it any more.

Customer Journey Map 40

Customer Journey Map Customer Experience 40

Confirmit

APRIL 25, 2017

Big Data. It’s quite a fancy buzz word that many research clients like to throw around! But it’s often just a client’s way of saying “get me deeper insights” For most research companies, however, the idea of looking to big data for deeper insights results in more questions than answers. In this webinar, Holly DeMuro, Product Marketing Director, Confirmit examined the current research environment, explored new and emerging technologies, current use cases, and then id

Innovation 45

Innovation Technology Technology 45