Forrester Report Predicts Investment in Analytics Over Next Two Years
Callminer
JANUARY 14, 2014
New Forrester research predicts investment in analytics for 2014 & 2015; IBM Watson announcement confirms that IT purchasing is on the rise.
January, 2014
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Take Care of Your Employees and They’ll Take Care of Customers
Win the Customer
JANUARY 9, 2014
'Forget the statistics, take good care of your employees and they''ll take good care of your customers. Employee happiness is the key to customer success.
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Coach Smarter: How to Maximize the Value of Your VoC Program on the Frontline
PeopleMetrics
JANUARY 29, 2014
'At every level of sports, there are coaches. And at every level of coaching, there is disagreement about how to measure a coach’s performance. Even with significant advances in how teams evaluate performance, it can be difficult to quantify “coaching” as a variable. Is it a coincidence that some of the most respected coaches of all time ( Phil Jackson , Bill Belichick ) have coached some of the greatest athletes of all time (Michael Jordan, Tom Brady)?
How to Personalize Surveys with Dynamic Variables
GetFeedback
JANUARY 28, 2014
This week we added something fun that many users have been requesting: the ability to personalize online surveys with custom variables.
The Contact Center Manager’s Guide to AI
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Step-by-step instructions on how to use AI for growth in your contact center Learn how AI can transform your contact center operations. In this ebook, dig into the different AI technologies, then see how each can help automate tasks, streamline service, and turn your contact center from a cost center to a profit house. Plus, we’ll give you practical tips on choosing the right AI tools, getting them up and running, and measuring their impact.
8 Exceptional Customer Success Professionals Share Insights on the Future
Amity
JANUARY 30, 2014
Is 2014 the year of Customer Success? Instead of asking the magic 8-Ball oracle, we turned to 8 exceptional customer success professionals and asked them to share their insights on the future of the industry. It is abundantly clear that the future is very bright for customer success! 1. Generating a Deep Understanding of Business Drivers. As we move into 2014, companies will be more focused than ever on the customer centric organization.
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The Power of Contact Metadata
Callminer
JANUARY 8, 2014
Contact metadata is an important and often overlooked factor for successful speech analytics deployments. Read more on CallMiner's blog!
Has Mobile Marketing Revolutionized the Mobile Customer Experience?
Win the Customer
JANUARY 7, 2014
'In an instant, mobile users read customer reviews, research products, and compare prices; the mobile customer experience is key for today’s informed customer base. In the 20th century, marketing was markedly different from the industry it is today. Companies would display ads on television, billboards and in print where potential customers were likely to see […].
Take Time to Understand Service Level Targets
TASKE Technology
JANUARY 16, 2014
Happy New Year. At this time of year, we often make personal resolutions intended to improve our sense of well-being. Your contact center likely has targets that help you determine whether you’re meeting or exceeding standards for service, which directly affect the well-being of your organization. This is a good time of year to review those targets and make sure they’re in line with expectations.
7 Secrets to Double Online Survey Response Rates
GetFeedback
JANUARY 6, 2014
Use these seven tips to improve your engagement, brand perception, and response rates.
Frost Radar: Voice of Customer Analytics, 2024
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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
New Year’s Resolutions from the first Customer Success Meetup of 2014
Amity
JANUARY 22, 2014
Dave Strang from Achievers replies to a audience question at the Customer Success Meetup event on January 22, 2014. Have you set your Customer Success New Year’s Resolutions yet? If not, you can find inspiration from members of the Customer Success Meetup group. Last night, the third meetup event was held at the headquarters of Achievers. The event consisted of a panel discussion.
Tailoring the Customer Experience to Spanish Speakers in the U.S.
ForeSee
JANUARY 28, 2014
'With cultural differences come differences in needs, wants and expectations, and it’s up to organizations that cater to large international groups to ensure they are providing the right experience to. The post Tailoring the Customer Experience to Spanish Speakers in the U.S. appeared first on ForeSee.
9 Physical Security Trends for 2014
Customer Interactions
JANUARY 30, 2014
'Security technology is moving into the spotlight in 2014, and this goes well beyond its capabilities in the control room. Here are my predictions for nine key physical security trends this year. PSIM – the next wave of adoption Airports, utilities, mass transit, seaports and cities have all been early adopters of PSIM. In 2014 I believe we’ll begin to witness the next wave of PSIM adoption, especially within higher education and banking organizations.
Does Customer Service Know What’s Expected?
Win the Customer
JANUARY 20, 2014
'Clarity of expectation, perhaps the most basic of employee needs in the workplace, is critical to customer service performance. Do your customer service agents really know what is expected of them? Or better yet, do they know what a successful result of their work looks like? Approximately half of American workers are unclear about what […].
Your Roadmap to Successful AI Implementations in the Contact Center
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CX leaders are in a gold rush for AI, lured by the promise of cost savings and a revolution in service delivery. But simply deploying AI in your contact center isn't a magic bullet. There are hidden dangers that can derail your AI dreams. Recent incidents, such as the missteps of an AI chatbot deployed by Air Canada, have underscored the complexities and risks involved in leveraging AI in customer-facing roles.
Take Time to Understand Service Level Targets
TASKE Technology
JANUARY 16, 2014
Happy New Year. At this time of year, we often make personal resolutions intended to improve our sense of well-being. Your contact center likely has targets that help you determine whether you’re meeting or exceeding standards for service, which directly affect the well-being of your organization. This is a good time of year to review those targets and make sure they’re in line with expectations.
Our Customers are in Control: 5 Factors for Success
Brad Cleveland Blog
JANUARY 8, 2014
Until recently, the most significant developments in customer service have been those envisioned and implemented by organizations—e.g., 800 numbers, routing systems, web-based services, multimedia capabilities, and real-time analytics, to name just a few.
4 New Year’s Resolutions every Customer Success Manager should make
Amity
JANUARY 6, 2014
It’s the sixth day of 2014, and the start of a brand new year signals New Year’s resolution time! Typically, resolutions are personal in nature, a goal to lose weight, eat healthier or exercise more. Most practitioners will often make professional New Year’s resolutions and use them as a guide and a reminder of how to do things better or different from last year.
Announcing Answers Cloud Services: A Powerful Platform for our Clients
ForeSee
JANUARY 28, 2014
'by David Karandish, CEO of Answers I’ve spent the past month working with the ForeSee and Answers executive teams on how best to enable ForeSee to meet the ever increasing. The post Announcing Answers Cloud Services: A Powerful Platform for our Clients appeared first on ForeSee.
How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!
5 Things Your PSAP Should Look for in Its Next Quality Solution
Customer Interactions
JANUARY 16, 2014
'We make decisions in split seconds all the time. But few are as critical as those made during 9-1-1 calls. Ensuring that those decisions lead to an optimal outcome can be the difference between life and death. Due to the critical nature of 9-1-1 emergency communications, maintaining effective responses is something we all need and want. It is the reason that most, if not all PSAPs, have some form of quality assurance (QA) procedure.
The Language of Customer Service
Win the Customer
JANUARY 5, 2014
'The way you express yourself in your customer service interactions will determine whether your message will be received in a positive or negative way.
What Really Creates Customer Loyalty? [INFOGRAPHIC]
Win the Customer
JANUARY 10, 2014
'Most companies that set out to deliver better customer service today fall short of creating a customer experience that creates customer loyalty.
Customer Service When You Can’t Contact Customers
Win the Customer
JANUARY 1, 2014
'It’s difficult to catch decision makers at their desks most of the year, but this doesn’t mean that you can forget customer service when you contact customers. Look, I know how you feel. Calling all day, every day, reaching voicemails or getting transferred straight into voicemail without the line ever ringing. I’ve been there, I’ve […].
Reimagine Your Communications With A Unified Platform
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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.
7 Effective Tips for Better Customer Loyalty
Win the Customer
JANUARY 20, 2014
'The emotional bond of customer loyalty may not appear on your business''s bottom line, but is critical to the survival of your organization.
When you Lose Your Customer Service Focus
Win the Customer
JANUARY 4, 2014
'Most businesses fail to understand is that when you lose customer service focus it''s actually more costly to your business than great customer service.
5 Killer Strategies to Boost Your Customer Conversion Rate Online
Win the Customer
JANUARY 8, 2014
'In order to increase your customer conversion rates, you need to optimize every channel and medium through which you interact with customers.
In Customer Service We Trust
Win the Customer
JANUARY 15, 2014
'Customer service providers are caretakers of customer trust and must go above and beyond to deliver results that customers want.
Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity
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.
10 Things Customer Service Needs to Know About Customers [INFOGRAPHIC]
Win the Customer
JANUARY 17, 2014
'The easiest way to make sure that you deliver exceptional customer service is to know exactly what your customers want.
The New Rules of Customer Engagement: Data-Driven & Yet Human-Centric
Win the Customer
JANUARY 6, 2014
'We are living in an era of constant customer engagement. And customer engagement is more complex today with higher expectations from informed customers.
Beginner’s Guide to Improve Customer Experience [INFOGRAPHIC]
Win the Customer
JANUARY 3, 2014
'This simple blueprint is a guide for how to overhaul and improve customer experience and enhance customer engagement in just one year.
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