Callminer

NOVEMBER 18, 2020

Hiring the right contact center agents is important, but ongoing agent training and performance management are crucial for customer satisfaction and the success of your business as a whole. If you’re looking for ways to boost your agents’ performance, check out our white paper, Using Gamification to Improve Contact Center Performance.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

Peter Lavers

JUNE 18, 2018

In my role as a SAS collaborator and recognised influencer , I was recently sent the white paper “ Darkness of Digital Shadows ” and supporting infographic. It talks about how analytics can be hampered by trying to interpret the shadows rather than the substance of the customer experience. Infographic: [link].

Marketing 100

Marketing Analytics Customer Experience Customer centricity 100

Beyond Philosophy

DECEMBER 5, 2017

In part because of today’s greater emphasis on the emotional components of customer experience and customer value delivery, and how this must be an enterprise cultural priority, employees have become center stage in optimizing customer behavior.

Employee engagement 170

Employee engagement Consulting Consulting Enterprise 170

C3Centricity

AUGUST 2, 2021

As mentioned last week, you can download the full white paper HERE. This is the second part of “The 23 Keys to Creating Raving Fans” post by Alan Hale from CMG (Consight™ Marketing Group) in Chicago. In addition to using NPS, we also like to use other diagnostic questions to see how we can improve.

CRM 127

CRM Enterprise Marketing Accountability 127

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.

B2C 127

B2C B2B Accountability Sales 127

Jon Arnold

OCTOBER 16, 2020

Next Tuesday, I’ll be speaking on a webinar about the “data deluge” that contact centers need to manage, especially for improving the all-important CX – customer experience. For businesses that have pivoted to being customer-centric, CX is now the driver, and everything works backwards from there.

Big data 98

Big data Contact Center Analytics Metrics 98

Talkdesk

DECEMBER 1, 2020

With a CX transformation strategy in place, organizations can move up the maturity scale at their own pace to become more customer-centric. These maturity stages give a clear indication of a company’s current CX maturity status and areas for targeted improvement, from which the Talkdesk team generates a roadmap to get there.

Contact Center 104

Contact Center Benchmark Enterprise Customer centricity 104

Cisco - Contact Center

FEBRUARY 21, 2020

If you could envision the future of customer experiences (CX), what would that look like? Every business wants to have great relationships with their customers. But not everyone achieves this goal, even if they claim to be a customer-centric business. Join our 30-minute on-demand webinar today. Learn More.

Customer Experience 73

Customer Experience Customer centricity contact center solutions Contact Center 73

Vonage

MARCH 26, 2018

AI is hot in the contact center because it’s helping businesses analyze previously untapped customer data at scale, providing valuable context for driving more successful customer interactions. For more insights from the webinar, you can watch it on demand here.

Customer Service 91

Customer Service Contact Center Customer centricity Coaching 91

Fonolo

JANUARY 14, 2020

Top Pick: Creating a winning customer-centric marketing strategy. Bliss is a fitting last name for the Founder and CEO of CustomerBliss, which focuses on improving the lives of customers in any industry. Top Pick: 7 tips and resources for Chief Customer Officers and C-Suite Customer Experience Leaders.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

InGenius

DECEMBER 19, 2019

Upland PSA: The future of professional services is customer-centric. As enterprises strive to put the human touch to our digital businesses, the phrase "customer-centric" has become the buzzword of the decade. Investing in our customers. Our commitment to our customers is matched with our commitment to innovation.

Contact Center 98

Contact Center Customer centricity Enterprise Finance 98

Comm100

MAY 31, 2016

This way customers can learn about your company, your policies, and how to best use your product. Blog, reports, and white papers. Additional written materials can help you reach customers who may prefer reading to watching videos. Take the Customer-Centric Approach. Download Now.

Customer centricity 60

Customer centricity Self service Chatbots Feedback 60

Amity

JUNE 24, 2016

However, with Customer Success, the customer is the beneficiary of an exceptional customer experience and is extracting the maximum value from the product or service they have purchased from you. But how do you describe – specifically – what you get from a Customer Success program?

SaaS 71

SaaS Customer centricity Metrics Marketing 71

Cisco - Contact Center

MARCH 31, 2021

While there are standout organizations who are setting the standard for what customer experience should be, no single industry has mastered this across the board – there are both customer experience heroes and villains in financial services, retail, utilities, travel, and government organizations. Link to all of Omar’s blogs.

Customer Experience 69

Customer Experience Contact Center Customer centricity Government 69

Jive

AUGUST 9, 2018

The new generation of customer support will need to answer the hard and complex questions everyday. In a white paper by Jive Communications, we highlight how educating our customer support to be problem-solvers helps us maintain our 68 NPS (Net Promoter Score ), a measure of customer satisfaction).

Contact Center 75

Contact Center Chatbots Employee engagement Education 75

inmoment

AUGUST 4, 2020

More importantly, it will foster connections between employees, create grassroots support for the initiative, and help drive a customer-centric culture. With that in mind, practitioners should strive to fold white papers, training guides, videos, and other useful tools into the branding process.

B2B 52

B2B Education Customer centricity Surveys 52

ClearAction

FEBRUARY 7, 2016

Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs. 81% of companies with strong capabilities and competencies for delivering customer experience excellence are outperforming their competition.(1). Customer Experience Strategy : Exploring Success Factors.

Customer Experience 48

Customer Experience Customer centricity Employee engagement Enterprise 48

inmoment

AUGUST 16, 2018

Becoming customer-centric doesn’t just happen. Here are five key areas that serve as building blocks for infusing customer centricity into your brand. It should be clearly defined and communicated to employees and understood—and expected—by customers.

Customer centricity 40

Customer centricity Coaching Accountability Personalization 40

Comm100

JUNE 7, 2016

If a customer doesn’t know how to navigate your store, they’re sure to complain. Just like offering self-service options, keeping an organized store respects a customer’s independence. Take the Customer-Centric Approach. This is a great way to nip dissatisfaction in the bud. Download Now.

Customer centricity 53

Customer centricity Self service Sales Feedback 53

Comm100

APRIL 8, 2016

Surprisingly, Amazon’s success isn’t rooted in multi-million dollar advertising campaigns or shortening product life cycles, but rather, the desire to be the “Earth’s Most Customer-Centric Company” In the mind of Bezos, the success of a business is dependent on the ability to hone in on customer satisfaction.

Customer Service 60

Customer Service Advertising Call Center Scripts 60

Amity

FEBRUARY 10, 2017

To learn more about Eloqua's Customer Success story, download our white paper: From $0 to $1 Billion, Scaling Customer Success at Eloqua. How is the Customer Success team structured at Oracle Marketing Cloud and has that evolved over the past years? That’s what we strive to do at Oracle Marketing Cloud.

Marketing 80

Marketing Customer centricity Coaching Sales 80

Amity

NOVEMBER 13, 2014

However, with customer success, the customer is the beneficiary of an exceptional customer experience and extracting the maximum value from the product or service they have purchased from you. But how do you describe – specifically – what you get from a customer success program? In the end, it will be a win/win for all.

SaaS 48

SaaS Customer centricity Metrics Marketing 48

CSM Magazine

JUNE 7, 2023

Trust forms the foundation of strong customer relationships, which can lead to loyalty, repeat business, and positive word-of-mouth recommendations. However, convincing your customers to trust you might not be as easy as you imagine, as you will require a combination of consistency, transparency, and a customer-centric approach.

Feedback 52

Feedback Customer centricity Best practices Personalization 52

Comm100

APRIL 26, 2020

You say that “many organizations give an impression of being customer-centric, but in reality are only posturing.” I believe most companies truly want to be customer-centric. Both outcomes will bring you closer to a customer-centric culture, however this is a painful and extended transition.

Customer centricity 52

Customer centricity Real estate Chief Customer Officer Feedback 52

JivoChat

FEBRUARY 17, 2022

Different from push marketing, which is basically advertising, pull marketing consists of offering valuable content, such as ebooks, tutorials, blog posts, guides, and white papers to pull visitors to your website. Sell Customer-Centric Solutions. Invest in Pull Marketing.

B2B 52

B2B SaaS B2C Sales 52

Comm100

DECEMBER 8, 2017

In fact, if you’re going to run a successful, customer-centric business, it is important that you express gratitude towards your customers regularly. Here are important tips for writing a thank you letter to your customer, complete with sample thank you letters to help you show your customer how much you appreciate them.

Advertising 72

Advertising Personalization Customer retention Feedback 72

Fonolo

FEBRUARY 7, 2013

Non-customer-centric contact center software will impact your agents’ efficacy. This white paper explores key areas that are sure to shake up the industry.v. Even the long-established leaders in the space have struggled to come up with in-built solutions to help contact centers mitigate long hold times.

Call Center 62

Call Center Interactive Voice Response Abandon rate Wait times 62

NobelBiz

FEBRUARY 13, 2024

Seamless CRM integration enables call centers to offer personalized customer service by providing agents with immediate access to customer histories, preferences, and prior interactions. This integration is crucial for delivering a customer-centric experience.

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

SmartKarrot

JANUARY 7, 2022

Strategies are required to help solve customer problems and communicate value better than competitors. Customer-centric organizations can help customers get the best of their products and reduce problems. Accumulate case studies and white papers (B2B) .

B2B 10

B2B SaaS Feedback Customer centricity 10

Comm100

FEBRUARY 11, 2025

Much like the worlds leading brands, universities must rethink the student journey, applying lessons from customer-centric companies that excel at personalization, responsiveness, and proactive support. Its about delivering an experience, something the corporate world knows a lot about. Thats where the real challenge lies.

Chatbots 52

Chatbots Education Banking Self service 52

Liveops

DECEMBER 27, 2018

These curated items include some of our most-read posts along with white papers call center leaders will appreciate. Here’s what the experts said about customer service in 2018: 1. This researched report by Customer Contact Week explores the benefits of a workforce strategy that embraces remote agents.

Contact Center 81

Contact Center Customer Service Call Center Virtual Agent 81

Monet Software

FEBRUARY 13, 2020

The right tools can help unify the call center’s split personality and foster an environment that is both employee- and customer-centric. For an in-depth look at how to improve workforce engagement, check out our white paper The Complete Contact Center Guide to Employee Engagement for SMBs. It doesn’t have to be!

Schedule adherence 77

Schedule adherence Contact Center Employee engagement Morale 77

Fonolo

JULY 4, 2018

While a few years ago there may have been more of a customer demand for chat bots, DIY online self-services, and service apps to improve the customer experience, this year brands are noting that they should be more customer-centric, personalized, customized, and humane.

Customer Experience 86

Customer Experience Airlines Morale Call Center 86

Fonolo

JANUARY 22, 2020

Who Should Attend: CXOs, Heads of Customer Experience, senior UX managers and designers, contact center and customer experience managers. It’s packed full of CX innovators from a variety of industries, all exploring ways to delight their customers again and again; and make the customer experience a priority for businesses.

Customer Service 129

Customer Service Chief Customer Officer Contact Center Call Center 129

Liveops

DECEMBER 27, 2018

These curated items include some of our most-read posts along with white papers call center leaders will appreciate. Here’s what the experts said about customer service in 2018: 1. This researched report by Customer Contact Week explores the benefits of a workforce strategy that embraces remote agents.

Contact Center 48

Contact Center Customer Service Call Center Virtual Agent 48

Nicereply

FEBRUARY 21, 2019

According to Assignment Help in Australia, many companies need to better understand what customers feel when they interact with these companies. The companies, in their turn, should be more empathetic and attentive to their customers. It’s also important to extend this concept to your customers. How to do it?

Marketing 45

Marketing Customer Experience Surveys Feedback 45

Integrity Solutions

NOVEMBER 20, 2024

For example, they may have attended an event or downloaded a white paper, which is how they’ve landed on the salesperson’s radar. The traditional lead is often a lower-level person who has been tasked with doing some fact-finding and information-gathering on behalf of key decision makers.

Sales 95

Sales Coaching Accountability B2B 95