Mon.Oct 23, 2023

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70 Customer Care RFP Questions (An Updated List + RFP Template)

BlueOcean

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. With every evolution in technology, workforce trends, and consumer expectations, the questions shift—which is testament to why generic, boilerplate RFPs never work for outsourcing customer care.

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The Transformational Economy

ShepHyken

Top Takeaways: Transformational experiences involve understanding what truly motivates and inspires customers. This goes beyond mere metrics and focuses on the holistic changes people experience. Meaningful motivation is key to creating a valuable relationship between a company and its customers. It involves understanding customers’ needs and building experiences that cater to those needs, leading to a more lasting and meaningful connection.

Metrics 80
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7 Top GetFeedback Alternatives & Competitors In 2023

SurveySensum

GetFeedback is a customer feedback platform that empowers businesses to capture real-time data from customers at different touch points of the customer journey. The tool provides several exciting features, like survey customization, a gamified user interface, feedback segmentation, custom reports, and many more. Like any other great tool, GetFeedback also has some limitations.

2023 52
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Top 5 Customer Service & CX Articles for Week of October 23, 2023

ShepHyken

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Constructing Care: How Your Customers Know They Matter by Chip Bell (Forbes) It sounds like a broken record. “We love customers,” “Customer satisfaction guaranteed,” or “Service is our number one product.” However, the clichéd promises ca

Article 63
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The Ultimate Guide to Monetizing Customer Learning

Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

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Mastering Inbound and Outbound Telemarketing: Your Comprehensive Guide

Magellan Solutions

68% of marketers say outbound marketing generates the highest-quality leads for their sales force. Additionally, the same percentage of marketers proved that inbound marketing is a successful strategy for achieving goals. Telemarketing remains a timeless tool in the fast-paced and competitive business world. It is essential for businesses that want to thrive and grow.

More Trending

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Leveraging Peer Learning to Boost Engagement, Outcomes, and Retention

Kapta Customer Success

Retention has become increasingly important. Current economic and market uncertainties mean companies are relying more heavily on their existing customer base to grow their businesses while retaining top talent is essential as competition for highly skilled account managers has increased.

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Data Binding with Repeating Items and Simple Tables in Print Forms

SAP Customer Experience

In my live sessions about print form adaptation with the Adobe LiveCycle Designer, data binding is a frequently requested and crucial topic. Especially in scenarios with complex tables and multi-level data structures. That’s why I decided to underline the sessions with some blog posts. Most topics of the live sessions.

Blog 77
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Lottery Operators Avoid ‘Ready, Fire, Aim’ Practices: Set Target Audience Lifecycle Stages and Objectives

Optimove

When it comes to Customer Relationship Marketing for Lotteries, a misfired Lottery CRM marketing message can result in losing a current or potential player (customer). In addition, overwhelming lottery players with too many messages causes “ marketing fatigue” that can turn off a potential player today, tomorrow, maybe forever. With that said, Lottery CRM Marketing Objectives should aim for attaining 100% coverage of eligible players, while understanding the communication objectives for each.

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Data Binding Basics for Print Forms

SAP Customer Experience

In my live sessions about print form adaptation with the Adobe LiveCycle Designer, data binding is a frequently requested and crucial topic. Especially in scenarios with complex tables and multi-level data structures. That’s why I decided to underline the sessions with some blog posts. Most topics of the live sessions.

Blog 76
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The Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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Four Unwritten Rules of Sales to Get to the Next Level

Integrity Solutions

One of the most common pathways into sales is… accidental. Many people find themselves taking a sales role almost as a layover en route to their “real” career. It’s the thing to do while they figure out what it is they actually want to do. And then a funny thing happens: They realize they like doing sales. Along the way, though, they often discover that there are many intangibles and unwritten rules of sales that are a huge factor in getting established and then to the ne

Sales 114
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Where Do You Go Next After Learning the Technical Basics of SAP Commerce Cloud

SAP Customer Experience

Background In order to enable technical users (developers, technical consultants, architects, etc.) to understand the technical foundation and work with SAP Commerce Cloud according to development guidelines as well as best practices, we provided the following 2 important learning paths (with similar to almost identical technical content): The 2 instructor.

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6 Ways to Cut Business Expenses

Joe Rawlinson

Slashing business expenses is an effective solution for boosting profitability and resolving cash flow issues. It comes in handy in various situations, including hard financial times, during high inflation, and in crowded marketplaces. Businesses can also prioritize cost-cutting when implementing a growth plan. Nevertheless, lowering business costs without reducing product/ service quality, minimizing output, or asking some employees to take on lesser work isn’t easy.

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Episode 28: Digital Lessons from the EV Revolution

West Monroe

Listen to "Digital Lessons from the EV Revolution" on Spreaker. About the episode In this episode, host Rissa Reddan discusses the transformative impact of electric vehicles (EVs) with experts Tyson Jominy, Vice President of Data and Analytics at JD Power, and Sam Uyeno from West Monroe's Energy & Utilities practice. The conversation delves into the intricacies of EV adoption, the importance of infrastructure readiness, and the potential of EVs as digital products.

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11 Tips to Drive Learning Content Consumption

Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,

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Field Surveys: Methods, Survey Questions & Tools for Making Data-Driven Decisions

Zonka Feedback

In an age of data-driven decision-making, understanding the real world, whether it's the needs of your customers, the state of a market, or the challenges in a specific environment, can be the key to success. Leveraging field surveys can be the most effective move for your business as it helps to research audience with a real-time approach and provides insights that no spreadsheet or desk research can deliver.

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Sago Unveils Electric Vehicle Panel to Drive Industry Success

2020 Research

As the global conversation surrounding climate change continues to escalate, the adoption of electric vehicles (EVs) is becoming increasingly significant. Recognizing the importance of understanding consumer intentions and identifying roadblocks within this rapidly growing segment, Sago has partnered with a Top 5 auto manufacturer to launch an innovative Electric Vehicle Panel.

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Top 18 Uservoice Alternatives & Competitors

Zonka Feedback

UserVoice is a fantastic tool for collecting customer feedback that allows you to collect and manage feedback in order to improve your product. However, it was one of its kind that was launched in 2008.

2008 59
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Your Guide to Unmoderated Retail and Shopping Research

dscout People Nerds

Meet the people that matter to you in the moments that matter to them. Qualitative research tools and services for product, innovation, CX, and brand.

Retail 52
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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.

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Align AI By Design (Or Risk Decline)

Forrester's Customer Insights

As my colleague Brian Hopkins pointed out in his blog Demystifying AI Risks: A Practical Solution for Better Business, the challenge of alignment in artificial intelligence is one that we cannot afford to ignore.

Blog 58
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Customer success – What's in a name? Part four

MyCustomer

This is the fourth in a series of five, so we’re into the home straight.

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Look! Up in the Clouds! It’s a noun! It’s a verb! It’s Super Observability

Forrester's Customer Insights

Insights from observability efforts are important but what happens if the word loses its meaning? The word is being used to describe everything from low level data pipeline to just recently, Generative AI. Where will it end?

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How Final Draft Evolved Their Beta Program

Centercode

Pete D'Alessandro from Cast & Crew breaks down how he elevated his beta program with Centercode

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10 Questions to Ask Before Buying an LMS

Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.

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We Are Launching Research on AI Alignment And Trust

Forrester's Customer Insights

I’m excited to share new research called Align by Design I have begun with my colleague Brandon Purcell. We are tackling what I believe to be the biggest technology challenge we face this decade – AI alignment. Come help us with this research.

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TIER: How To Evolve Your Business Model — Apple

Forrester's Customer Insights

Apple's fintech plays have big implications for its core market and financial services. But it's not the only tech company making moves.