PeopleMetrics

JANUARY 16, 2025

In Lesson #3 of Listen or Die , I wrote about the power of Voice of the Customer (VoC) programs to act as a single source of truth for all customer feedback. Whether the feedback is solicited through surveys, volunteered via social reviews, observed in customer behavior, or verified by quality assurance professionals, the goal is to integrate it all into one comprehensive view.

Feedback 71

Feedback Customer centricity Surveys Customer emotions 71

AnswerConnect

JANUARY 16, 2025

Expertly manage phone answering, personalize calls, and improve the customer experience with this step-by-step article. Convert callers with AnswerConnect now. The post 6 steps to transform callers into loyal customers appeared first on AnswerConnect Blog.

Personalization 52

Personalization Customer Experience Management Answering services 52

Concentrix

JANUARY 16, 2025

VIRTUAL EXPERIENCE Sip & Savor Series: The Journey to Better Customer Experiences Register Now February 20, 2025 1:00pm PST and 4:00pm EST Join us for a virtual chocolate tasting experience while we dive into personalizing the healthcare experience and Customer Journey Analytics.

Customer Experience 48

Customer Experience Healthcare Enterprise Analytics 48

Toister Performance Solutions

JANUARY 16, 2025

A customer emailed me with an unusual problem. My first instinct was to help him quickly and move on. But I paused and wondered if this could be an iceberg. Icebergs are hidden customer service issues that cost you time, money, and customers. It's something customer service leaders don't talk about enough. In this article, I'll explain the iceberg concept, share an example, and give you some practical steps find icebergs in your own organization.

Customer Service 87

Customer Service Accountability Customer Experience 87

Advertiser: ZoomInfo

Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.

Enterprise

AWS Machine Learning

JANUARY 16, 2025

This post is co-written with Sujith R Pillai from Kyndryl. In this post, we show you how Kyndryl , an AWS Premier Tier Services Partner and IT infrastructure services provider that designs, builds, manages, and modernizes complex, mission-critical information systems, integrated Amazon Q Business with ServiceNow in a few simple steps. You will learn how to configure Amazon Q Business and ServiceNow, how to create a generative AI plugin for your ServiceNow incidents, and how to test and interact

Accountability 76

Accountability Management Self service Enterprise 76

CSM Magazine

JANUARY 16, 2025

Setting up a call center might seem overwhelming if you’re not a tech wizard, but don’t worry it’s more manageable than you think. I’ve helped numerous small businesses establish their call centers from scratch, and I’ll walk you through the process in plain English. Let’s break it down into bite-sized pieces that won’t give you a headache. 1.

Call Center 52

Call Center voip CRM Banking 52

Brad Cleveland Blog

JANUARY 16, 2025

I’ve found there are several common misconceptions that can hamper the development and use of quality standards. One common misconception is that quality standards are overly rigid and scripted. Another common misconception is that quality standards for customer service will … Continue reading → The post Quality Standards for Customer Service: Common Misconceptions appeared first on Brad Cleveland.

Customer Service 20

Customer Service Scripts Quality management Contact Center 20