BlueOcean

OCTOBER 23, 2023

(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. Agent Training Describe your training structure (team, facilities, Learning Management Systems, remote platforms, etc.)

Customer Care 177

Customer Care Contact Center Culture Measurement 177

Experience Investigators by 360Connext

DECEMBER 3, 2014

360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty.

Innovation 232

Innovation Customer Service 2014 Social Media 232

ShepHyken

MARCH 2, 2018

This week we feature an article by Christophe Cais who writes about how the internet and Millennials have disrupted retail, suggesting that retail KPIs and incentive schemes need to be evaluated. – Shep Hyken. Managers often assume that sales staff push product because they have an immediate incentive to do it, but this is not the case.

Retail 79

Retail Blog Culture Article 79

Totango

APRIL 15, 2022

Let’s take a look at a few ways to evaluate a new platform to ensure you make the right choice. What to Consider in Your Evaluation. As with any new technology solution or tool, you need to make sure you are asking the right questions and looking for the right features when evaluating a new customer success platform.

Customer Success 86

Customer Success NPS Customer Retention Customers 86

Steve DiGioia

MAY 15, 2023

If you’re in a leadership role, you should know by now that your customers are always evaluating your every move. The Customers Are Watching: Management Strategies For Customer Satisfaction and Loyalty So, what does this mean for management? So, to all the managers out there, remember: your customers are always watching.

Customer Satisfaction 72

Customer Satisfaction Social Media Loyalty Feedback 72

Totango

JULY 6, 2021

Measuring customer loyalty gauges the strength of your client relationships, helping you predict and manage performance. Being able to quantify how loyal your customers are can help you evaluate where you stand with your clients, predict where your customer relations are going and take steps to strengthen their engagement and satisfaction.

Loyalty 111

Loyalty Net Promoter Score Measurement NPS 111

ClearAction

NOVEMBER 11, 2022

This allows management to remove roadblocks, applaud progress, and keep in-tune with what customers will experience. Require proof of agile management: getting customer feedback early and often, and learning from it to assure success. Make the 5-why’s and action planning an annual workshop for every work group.

Customer Experience 71

Customer Experience Workshop Competitive Advantage Leadership 71

Comm100

APRIL 22, 2024

Given the importance of customer service productivity, this blog explores actionable strategies to improve agent productivity, enabling your team to work smarter, faster, and more effectively. This ongoing evaluation supports agents in their professional development and helps maintain high standards of customer service.

Omnichannel 53

Omnichannel Social Media Customer Satisfaction Culture 53

Ann Michaels and Associates

NOVEMBER 1, 2023

We discussed Brand Audits in a previous blog, which is another type of overt audit. Overt Operational Audits: Overt operational audits are a formal and openly conducted evaluation process. Inventory Management: Stock levels: Verify that inventory is adequately stocked and meets customer demand.

Retail 52

Retail Insurance Document Brands 52

Totango

NOVEMBER 27, 2023

The global market research company conducted its first Forrester Wave™ evaluation of top customer success platforms. All of these actions propel customers toward a faster realization of their goals while eliminating low-value customer success manager (CSM) tasks. The report states that our platform offers “laudable flexibility.”

Customer Success 93

Customer Success 2023 B2B Customer Relationship Management 93

SurveySparrow

APRIL 28, 2023

Traditional employee performance management methods are now becoming obsolete. With the rise of technology-driven solutions, performance evaluation software has emerged as a game-changer in the modern workplace. These methods were time-consuming, error-prone, and lacked consistency across different evaluators.

Culture 52

Culture Feedback Insights Employee Experience 52

COPC

JULY 5, 2017

introduces a new blog series called Ask the Experts. experts questions about specific areas for improving operational performance in call centers, customer experience operations, vendor management organizations and procurement. This will be a quarterly series where we ask COPC Inc.

Blog 40

Blog Call Center Contact Center Consulting 40

Beyond Philosophy

OCTOBER 10, 2016

As Customer Experience Consultants, we see our clients presume that customer evaluations of an experience occur at the product level. People do evaluate at the product level, meaning how much it costs or how it tastes, and it is important. They then compare the expectation with the reality to create their evaluation.

Hotels 167

Hotels Books Rewards Programs Retail 167

SaleMove

JANUARY 20, 2021

In our previous blog in The Times They Are a-Changing: Talent in the Contact Center Series , we discussed how virtual agents, or bots, are transforming the contact center workplace, pushing live human agents to become strategic troubleshooting experts and managers to become agent coaches. How do you manage these “virtual” agents?

Virtual Agent 52

Virtual Agent Contact Center Management Technology 52

SurveySensum

OCTOBER 11, 2023

But that’s not all; this blog will also explore other aspects such as AskNicely’s alternatives, competitors, and shortcomings. How did we evaluate AskNicely alternatives? How Did We Evaluate AskNicely Alternatives? This evaluation helps you make informed decisions about which alternative best suits your needs.

2023 52

2023 Net Promoter Score NPS Feedback 52

BirdEye

MARCH 1, 2024

But just as importantly, leveraging E-E-A-T is crucial for effectively managing clients’ websites. In this blog, we’ll explore: How Google assesses E-E-A-T Why E-E-A-T guidelines matter for your agency (and for your clients) Actionable strategies to optimize E-E-A-T and reign supreme in the digital realm Let’s dive in.

Social Media 57

Social Media 2022 Demo Blog 57

Beyond Philosophy

MAY 23, 2024

Listen to the podcast: Quality assurance is always essential in Customer Experience Management. This could have been more efficient for both employees and customers, and it is likely that senior management would never have known it was happening. Today’s newsletter explores how AI can realistically help in this area.

Call Center 78

Call Center Customer Centricity Measurement Workshop 78

BirdEye

MAY 1, 2023

In this blog post, we’ll teach you ways to request reviews, use them to attract more customers, and professionally handle any negative reviews. Customer reviews are genuine, user-generated evaluations of products, services, or experiences provided by a business. More on this later.

Social Media 97

Social Media Feedback Advertising Customers 97

SurveySensum

JANUARY 22, 2024

To be a good project manager, you need to understand what everyone expects and make sure everyone is happy. This is where the best project managers shine. In this blog, we will look at why stakeholder expectations are so important and strategies to balance their expectations. It’s like an art.

Management 52

Management Demo Communication Financial 52

SurveySparrow

JUNE 29, 2022

Toto: Seth, how should we evaluate employee performance? Taking over from Seth, if you’re like Mr. Toto, looking for the best way to conduct employee performance evaluation, this is the article for it. Toto, looking for the best way to conduct employee performance evaluation, this is the article for it. Mr. Toto: C’mon, Seth.

Feedback 52

Feedback Interaction Management Engagement 52

BirdEye

NOVEMBER 16, 2023

This blog post provides all the information for small local services or growing landscaping businesses looking to supercharge their marketing strategies. Execute, evaluate, and iterate: Now, it is time to execute the strategy, evaluate the results, and iterate further campaigns accordingly. How to market lawn care businesses?

Marketing 62

Marketing Social Media Advertising User Experience 62

BirdEye

OCTOBER 3, 2023

In this blog, we’ll cover the key lessons Baer shared with Colwell on extracting value from negativity. Baer acknowledged that the dizzying surge in channels makes complaint management much more complex than in years past. It also promotes efficient time management within teams for more effective communication.

Customer Experience 104

Customer Experience Social Media Feedback Loyalty 104

Beyond Philosophy

MAY 31, 2019

If you don’t, you may be managing the wrong metrics in your Customer Experience. The Peak-End Rule applies specifically to evaluative memory, which is a retrospective evaluation. However, that’s not the only way of evaluating and thinking about an experience. Therefore, you must understand how memories work.

Net Promoter Score 153

Net Promoter Score Connections Customers Brands 153

COPC

APRIL 19, 2016

This is the fourth post in our blog series called, “Five Changes to Your Quality Program That Can Dramatically Improve Customer Satisfaction.”. 4 Evaluate transactions from the customer’s perspective, focusing on systemic issues impacting performance. #5 Shouldn’t quality programs evaluate agent behavior? However, COPC Inc.

Blog 40

Blog Customer Satisfaction Return on Investment Metrics 40

Totango

MAY 13, 2022

In this blog, we’ll provide a guide to choosing the right digital engagement platform for your business needs. Customer engagement platforms are automation solutions that help you monitor, manage and optimize your client interactions. Learning management system (LMS) platforms. Learning management system (LMS) tools: Lessonly.

Customer Engagement 105

Customer Engagement 2022 Engagement Return on Investment 105

Totango

FEBRUARY 23, 2022

To manage customer journeys and promote customer growth, SaaS companies frequently plan journeys out using a visual aid called a customer journey map. Customer journey mapping benefits your company by empowering your team to take conscious control of managing your customer journey. What Are the Stages in a SaaS Customer Journey?

Customer Journey 112

Customer Journey Customer Journey Mapping Touchpoint Events 112

NICE inContact

JUNE 20, 2019

Traditionally quality management in the contact center has been focused on evaluating agent-assisted interactions — mainly phone. We already discussed the gap between the number of digital channels for CX that are supported in the contact center and the number of channels that are evaluated as part of a business’ QM programs.

Contact Center 70

Contact Center Social Media 2019 Document 70

Totango

MAY 19, 2021

At Totango, we understand the importance of this decision, so we built a Customer Success Platform Evaluation Scorecard to provide you with a customizable template to help you narrow down your search and evaluate platforms against one another based on the factors that are most important to your specific business requirements.

Customer Success 107

Customer Success Customer Retention 2021 Customers 107

Call Experts

OCTOBER 5, 2023

Ultimately, a well-managed contact center can be the lifeline of your customer service operations. In this blog, we’ll explore everything you need to know about call centers and those factors to help you make an informed decision. Here are some essential tips for managing the call center you choose.

Contact Center 105

Contact Center Call Center 2027 Customer Satisfaction 105

Beyond Philosophy

MARCH 28, 2019

Managing our risk aversion and the risk aversion of our customers is a significant part of providing an excellent Customer Experience. Luckily, there are a few ways to manage uncertainty—and its related risk. The manager has a phrase I quite like that applies here. I even told my training manager to put on his researcher hat.

Management 143

Management Consulting Banking 2019 143

Lumoa

APRIL 28, 2024

If you’re reading this blog post, you are probably one of them. Customer experience platforms make it possible to manage all the customer data in one platform and reach out to them when they need it. Customers have reported that you need an IT resource on staff or pay a premium to a 3rd party to manage the solution for you.

Feedback 83

Feedback Multi-Channel Consulting Social Media 83

CSM Magazine

APRIL 27, 2023

Businesses may evaluate how their customer service is improving or declining by measuring performance on a regular basis and adjusting their tactics accordingly. The following metrics were compiled by the customer service manager of Budget Countertops. Metrics and KPIs also allow you to track your success over time.

Customer Satisfaction 52

Customer Satisfaction Metrics Net Promoter Score Effort Score 52

SurveySensum

OCTOBER 9, 2023

And this is what this blog discusses – the 9 best Questionpro alternatives, examining each tool’s features, pros, cons, and pricing to help you choose the right tool for your business. How did we evaluate QuestionPro Alternatives? We have done the research and here’s how we evaluated this tool’s alternatives. Let’s get started.

2023 52

2023 Multi-Channel Demo Feedback 52

SurveySensum

JANUARY 9, 2024

With this blog, we will discuss the drawbacks of tying agent CSAT scores to their performance with the help of some of the industry’s top CX experts. He suggests, “digging deeper into the true drivers of dissatisfaction rather than solely relying on CSAT scores to evaluate agent performance.”

Metrics 52

Metrics Customer Satisfaction Customer Service Representative Culture 52

BirdEye

FEBRUARY 28, 2023

Social media has become a primary way for people to discover and purchase new products, which means hiring a dedicated social media manager can seriously benefit your business. This blog post will explore the benefits of hiring a social media professional. Table of contents What is a social media manager?

Social Media 98

Social Media Management Engagement 2024 98

NICE inContact

APRIL 9, 2019

While it’s easy to disregard, it reveals a common business practice: Call Quality Monitoring – a practice contact centers use to review and evaluate the quality of their agents’ interactions with customers. For example, data from evaluated calls can be used within a performance improvement process to improve agent development and engagement.

Contact Center 55

Contact Center Call Recording Interaction Insights 55

SurveySensum

OCTOBER 12, 2023

So, with this blog, we will talk about the top 7 InMoment alternatives and competitors that you can explore for effective feedback management. How Did We Evaluate InMoment Alternatives? Limitation to Report Automation Automation makes work easier especially when it comes to reporting in any customer feedback management tool.

2023 52

2023 NPS Feedback Metrics 52