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.
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.
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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.
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.
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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.
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 Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
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.
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?
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.
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.
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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.
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.
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.
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.
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?
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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.
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.
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%).
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.
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.
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!
Callminer
JULY 1, 2014
Read about the importance of analyzing customer conversations with speech analytics in this Resource Guide from CallMiner. Learn more.
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.
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.
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.
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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.
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
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.
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.
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.
Win the Customer
JULY 2, 2014
'When you show customer care, you’re proactive, you listen and understand customers, then deliver on needs before they even ask for it.
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.
Micah Solomon
JULY 12, 2014
'My View From The Podium. As a professional keynote speaker , I know that the obvious part of my job is, well, obvious: I get up on a stage, freshly showered and dressed–me, not the stage–and kick off an event by speaking. For a brief amount of time, usually about an hour. What happens onstage during that brief amount of time is what I’d like to look at today.
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