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.
State of AI in Sales & Marketing 2025
Advertiser: ZoomInfo
AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.
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!
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.
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.
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.
Next-Gen Cloud Contact Centers For Dummies®
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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
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.
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.
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.
The Ultimate Blueprint for an AI-First Contact Center
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Start building the AI workforce of the future with our comprehensive guide to creating an AI-first contact center. Learn how Conversational and Generative AI can transform traditional operations into scalable, efficient, and customer-centric experiences. What is AI-First? Transition from outdated, human-first strategies to an AI-driven approach that enhances customer engagement and operational efficiency.
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.
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.
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.
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.
The Ultimate Contact Center Buyers Guide: A Crucial Decision
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Harness the True Power of your Contact Center In today’s fast-paced business environment, selecting the right contact center solution is critical for enhancing customer experience, improving operational efficiency, and optimizing costs. This comprehensive guide will walk you through the essential factors to consider when choosing a contact center software that aligns with your business needs.
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 […].
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 […].
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.
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.
Future-Proof IT: Cost-Saving Strategies Every IT Leader Needs in 2025
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With IT budgets projected to grow 9.8% in 2025, leaders must invest wisely—not just cut blindly. This whitepaper introduces The Future-Proof IT Cost Optimization Model, a framework to reduce costs while maintaining service quality. Learn how Cloud Efficiency, AI-Powered Workforce Automation, Vendor Optimization, Cybersecurity Resilience, and Unified Communications can drive savings and improve efficiency.
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.
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.
Be True to the Purpose of Customer Service
Win the Customer
JANUARY 19, 2014
'Evaluate every new technology and each new process needs to be evaluated against the real purpose for customer service.
2 Minutes Worth of Quotes to Inspire Better Customer Service
Win the Customer
JANUARY 17, 2014
'Staying motivated in customer service is 99% of the battle to deliver better customer experiences each day.
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.
Real Customer Service Doesn’t Happen Without Emphathy
Win the Customer
JANUARY 21, 2014
'Empathy is the most important skill you can have in customer service. It''s not always asked for, but is always welcome and keeps customers coming back.
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 […].
What’s Your Customer Experience Manifesto?
Win the Customer
JANUARY 13, 2014
'Providing a great customer experience for our customers makes them proud to be associated with us and is part of our legacy of customer service.
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