Callminer

JULY 31, 2014

Speech analytics for collections can eliminate call center compliance risk, improve agent performance, and increase recovery rates. Here’s a closer look at how.

Analytics 182

Analytics Call Center 182

Win the Customer

JULY 7, 2014

'Innovation in technology is raising the customer service standard and we''re just beginning to see its impact in the customer experience.

Technology 144

Technology Customer Service Customer Experience 144

Bill Quiseng

JULY 28, 2014

This week’s guest post is written by Ben Puzzuoli, Chairman of the Board at Cayzu Help Desk ( www.cayzu.com ). The real benefit of social media is in meeting people who share like interests. My very first management position was with Marriott Hotels. Back then, there were less than 35 hotels worldwide. Recently Marriott opened the J.W. Marriott Hotel in Washington, D.C., its 4000th.

Customer Service 143

Customer Service Best practices Customer Support Management 143

Joe Rawlinson

JULY 15, 2014

'I was listening to a recent episode of the ConversionCast podcast where they were discussing a test they ran on a website to try and collect more leads. The original page focused on just collecting information via an online form. The better performing page included a shortened form and an prominent phone number call to action. The company realized that a phone call lead was worth ten times more than a online form lead.

CRM 129

CRM Analytics Marketing 129

Advertiser: ZoomInfo

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Sales

PeopleMetrics

JULY 9, 2014

'At PeopleMetrics, we are in the storytelling business. So naturally, we talk a lot about customer service stories gone bad. Our inboxes are full of horror stories forwarded from friends and family, and most of our conversations sound like, “Did you hear about that Comcast fiasco with Food Network Star Alton Brown ?” Most days, I cannot get the United Breaks Guitars song out of my head.

Customer Experience 116

Customer Experience Transportation Advertising Customer centricity 116

Callminer

JULY 20, 2014

Researching customer personas can ensure the customer experience caters to an individual’s wants and needs. Here are 3 key questions to ask to identify your customer’s persona.

Customer Experience 182

Customer Experience 182

Win the Customer

JULY 14, 2014

'Your customer experience journey can be judged on the effectiveness of discovery, engagement, usage and persuasion.

Customer Experience 141

Customer Experience 141

CX Journey

JULY 15, 2014

'In your company, is "customer focus" just a poster on the wall? Or is it a way of doing business? How many times have you walked into an establishment and been bombarded by posters or signs about customer satisfaction, listening to customers, great customer service, etc.? Do you wonder if those posters are just posters, i.e., all fluff and no stuff?

Customer Service 82

Customer Service Self service Customer Experience Personalization 82

Fonolo

JULY 16, 2014

Updated May 2020: Companies place a great deal of importance on meeting customer expectations. According to Forrester, nearly 95% of leaders say that providing a good customer experience is a top strategic priority, and 75% want to use customer experience as a competitive advantage. But it’s a big, crowded marketplace out there, full of consumers that want different things at different times via different channels.

Customer Service 67

Customer Service Abandon rate Call Center Feedback 67

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Contact Center

GetFeedback

JULY 23, 2014

We're excited to expand upon our existing partnership with Salesforce. GetFeedback for Desk.com will help fast-growing companies manage customer feedback.

Feedback 60

Feedback Management 60

Kristina Evey

JULY 30, 2014

'Put the Pieces of the Customer Experience Together with Customer Experience Mapping. Call it Customer Experience Mapping, Journey Mapping, Customer Touchpoints… The thing to understand is that the companies that use these practices recognize higher levels of customer satisfaction and customer loyalty. Why is this? Well, I’m happy to explain.

Customer Experience 76

Customer Experience Journey mapping Morale Customer retention 76

Callminer

JULY 10, 2014

Companies need to leverage real-time call monitoring and speech analytics to improve the customer experience. Here are 4 tips to consider.

Analytics 182

Analytics Customer Experience 182

Win the Customer

JULY 17, 2014

'Service providers often tie employee compensation with negative behavior, and the entire corporate culture is often toxic. This type of behavior is pervasive in corporate customer service and continues to take place.

Customer Service 138

Customer Service Call Center Customer Experience 138

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Customer Service

CX Journey

JULY 22, 2014

'Image courtesy of Tom with his Nikon Should companies offer guarantees for their products and services? Or is the better question, why don''t they? I saw a commercial the other day where the company offered a money-back guarantee for its product. That got me thinking, as these things often do, about guarantees. If we truly care about our customers, the customer experience, and keeping customers happy and returning, are guarantees a good idea?

Customer Experience 75

Customer Experience Morale Sales Marketing 75

Amity

JULY 28, 2014

Customer success is an exciting and game-changing opportunity, and a prerequisite for the majority of B2B SaaS companies, but are you ready for it? According to an Aberdeen Report* on Customer Experience Management, the top three drivers for investing in customer experience management (customer success management and customer experience management are often used interchangeably) are: Improve customer retention – (42%).

Journey mapping 48

Journey mapping Chief Customer Officer SaaS Metrics 48

ForeSee

JULY 31, 2014

'It doesn’t matter where I go, there is always someone claiming to have the most important metric to assess the customer experience. Most of these “metrics of the moment” are. The post Another Day, Another Customer Experience Metric appeared first on ForeSee.

Metrics 45

Metrics Customer Experience Analytics 45

Influitive

JULY 17, 2014

If you’re a B2B marketing executive, you have to fill a number of roles: Leader. Innovator. Brand builder. Recruiter. Coach. In my experience, however, one of the most important is portfolio manager. (And no, I’m not talking about moonlighting as a number-crunching banker.). While leadership skills are listed in all marketing executive job descriptions, the role of portfolio manager is often overlooked.

B2B 45

B2B Marketing Analytics Consulting 45

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Customer Experience

Callminer

JULY 1, 2014

Read about the importance of analyzing customer conversations with speech analytics in this Resource Guide from CallMiner. Learn more.

Analytics 182

Analytics 182

Win the Customer

JULY 4, 2014

'Social media may never become a traditional contact channel, but it''s still an effective tool for social engagement in customer service.

Customer retention 133

Customer retention Customer Service Technology Customer Experience 133

CX Journey

JULY 29, 2014

'Image courtesy of dalbao Businesses are - knowingly or unknowingly - sabotaging their customer relationships. Customers don''t want to put up with it anymore - and they make sure their friends hear about it. After the popular post I wrote titled 19 Signs Customers Are Just Not That Into You , which sounded an awful lot like the romantic comedy, He''s Just Not That Into You , I was inspired by the title of another rom-com, How to Lose a Guy in 10 Days , for today''s post.

Customer centricity 71

Customer centricity Wait times Metrics Marketing 71

Amity

JULY 16, 2014

App-Tip. The Account Summary Table in Amity’s Portfolio app is a helpful tool that can provide as much, or as little detail about all or just a subset of your accounts. You can manipulate the data 4 ways: By hiding or reordering columns and. By sorting data on a specific column or grouping data and. By changing values directly in the editable fields.

Accountability 48

Accountability SaaS 48

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Technology

Customer Interactions

JULY 7, 2014

'At the NENA Conference recently, I had the opportunity to moderate a panel on the “Synergy between 9-1-1 & FirstNet.” Joining me for this enlightening discussion were: Jackie Mines (Director, Division of Emergency Communication Networks, Department of Public Safety, State of Minnesota, Walt Magnussen (Director for Telecommunications at Texas A&M University and Director of the TAMU Internet2 Technology Evaluation Center - ITEC), and Amanda Hilliard (FirstNet Outreach Director).

Government 44

Government Telecommunications Technology Personalization 44

Micah Solomon

JULY 12, 2014

'Are you planning on hiring a keynote speaker for a corporate event, industrywide conference, or executive summit? I’ve scored you some helpful advice for you here, because I know that hiring someone to speak can be disorienting. It isn’t something most buyers do every day, as the process is for those of us who speak professionally. (My personal interest in this is pretty direct.

Coaching 40

Coaching Best practices Consulting Consulting 40

Comm100

JULY 10, 2014

Thank you pages – pages that are displayed following the completion of a sale – are generally last on the list of content priorities for any brand or online retailer. After all, the sale has been made, the conversion is complete and it’s time to look for new customers and the next big sale, right? Wrong. The best business owners know that the probability for selling to an existing customer is 60-70%, whereas the probability for selling to a potential client, someone who has never purchased from

Sales 40

Sales Metrics Personalization Marketing 40

Win the Customer

JULY 30, 2014

'Effective home sales means striving to make deliver customer service so that others feel that you value them as a person and not just their business.

Customer Service 132

Customer Service Sales Personalization 132

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!

Customer Experience

CX Journey

JULY 10, 2014

'Image courtesy of fuzzedbuzz I originally wrote today''s post for Intradiem. It appeared on their blog on March 17, 2014. What is big data? and how is it used to deliver a great customer experience? "Big data" has been defined in many different ways and seems to most often refer to the sheer volume of data, but for the purpose of this article, I''m going to refer to the data sources.

Big data 71

Big data Customer Experience Journey mapping Benchmark 71

Amity

JULY 14, 2014

How do you determine if a customer has “adopted” your service or product? How do you accelerate adoption? Firstly, your organization should define adoption with respect your product or service. There are features and functionality that are “more sticky” that should influence your definition of adoption. That stickiness occurs when a user can’t effectively perform their day-to-day tasks without it – sure they can actually do their work but it will take more time, effort or both.

SaaS 48

SaaS Technology Personalization Management 48

Horizon CX

JULY 6, 2014

My wife and I just returned from a week of vacation in. southern France. It was the first. vacation in decades that we can both claim to have completely disconnected from. our daily routine—no cell phones, no Internet, no car, no bills, and no. thoughts about the work we both left behind and that we knew would continue to. accumulate in our absence.

Customer Experience 40

Customer Experience Coaching Personalization Customer Service 40