Thu.Feb 22, 2024

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Seeking a True Strategic Partner: Green Flags in the Outsourced Customer Care RFP Process

BlueOcean

It’s human nature to focus on the red flags that pop up when you’re deep into the customer support RFP process. But knowing what a green flag looks like is just as critical. Here are a few green flag markers that help indicate that you’ve found the best-fit outsourced customer care partner. If you’ve taken part in an outsourced customer care procurement process, either as a bidder or as a buyer, we’d lay money on the fact that you’ve got some horror stories to tell.

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What Is “Last Mile Assurance” All About, Anyway?

Cyara

Per the question in the title of this blog post, let’s examine the phrase, break down the meaning, and then explore how “Last Mile Assurance” is relevant to and important in the context of contact centers and customer experience. To begin, let’s think literally, taking the words at face value. Assurance, according to the Merriam-Webster dictionary , can be described as “ a being certain in the mind ” or “ confidence of mind or manner ”.

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How Terminal X Achieved a 279% Uplift in Click Rates to Help Boost Sales  

Optimove

Discover the latest email strategies to grab the attention of your customers Download Now Why It Matters: Learn how Terminal X improved overall average order value and increased profitability based on strategic initiatives that included increased pricing and minimum shipping requirements. The Big Picture: Terminal X improved its overall business results with Optimove.

Sales 69
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The Ethical Compass: 5 Rules on Navigating Business Ethics from Academia

Beyond Philosophy

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Ethics can be a tough thing to think about. It’s abstract, making it difficult to learn or discuss. However, we did just that on a recent podcast. As an important subject that we all need to revisit from time to time, Professor Ryan Hamilton, my co-host on the podcast shared the five rules of professional ethics that we discusse

Culture 78
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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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Customer Service Mindset: 15 Key Ways to Show You Care

CSM Magazine

As a customer service professional, cultivating and exemplifying a customer service mindset is not just an asset but a necessity. It fosters loyalty, promotes positive word-of-mouth, and sets a standard for your team’s approach to service. Here are twelve ways in which you can demonstrate an authentic customer service mindset and lead by example: 1.

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How to supercharge your company’s customer marketing with ChurnZero

ChurnZero

Customer success and marketing share common goals, especially if your company is one of the 61 percent of SaaS organizations with a dedicated customer marketing function to drive expansion, retention and advocacy. And, although it doesn’t always come easily, great things happen when marketing and CS unite. As ChurnZero’s first customer marketing manager, I should know.

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Community Management Essentials: Dos and Don’ts for 2024 Success

Gainsight

In the dynamic landscape of community management, 2023 saw significant strides in redefining the role and impact of online customer communities for organizations. As we embark on a new year, it’s crucial to reflect on the lessons learned and set our sights on the dos and don’ts for community management in 2024. Looking back, communities have evolved far beyond their origins as mere support forums.

2024 52
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50/50: Gratuity Has Reached A Tipping Point

Forrester's Customer Insights

Tipping fatigue is growing as automatic prompts on digital point-of-sale proliferate. Find out the consumer sentiment on this hot topic.

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Skyrocket Your Efficiency: Your Guide to Unleashing the Power of TeamSupport Tools

Team Support

In today's fast-paced business environment, productivity is the name of the game. Companies are always on the lookout for ways to streamline processes, improve efficiency, and ultimately drive growth. One area that often gets overlooked is customer support. Yet, it's a critical touchpoint that can make or break your relationship with customers. In this hyper-competitive landscape, merely responding to customer queries isn't enough.

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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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Building a Strong Foundation: Key Components of an Effective Employee Experience Strategy

SurveySensum

Imagine you are working in an organization that is incredibly famous and makes your resume stand out in a crowd of thousands. But when you join the workforce, you realize the stagnancy of growth and the lack of a work-life balance within the organization. So, what will you do – you’ll start looking for better opportunities. It isn’t just you Twice as many employees quit their jobs because they weren’t happy with the company’s culture and limited growth opportunities, compared t

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How to Automate LinkedIn Using Dripify?

CSM Magazine

In the past couple of years, LinkedIn has been considered one of the prime platforms for changing the way businesses used to function. From freelancers, big sized companies, entrepreneurs everybody wants to be seen on LinkedIn to ensure that their marketing and sales efforts are worthwhile. But it is not possible for a human to handle all these tedious tasks by themselves.

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Your Predictions Questions Answered: Leveraging GenAI Successfully 

Forrester's Customer Insights

During the Predictions 2024 webinar, we got a lot of great questions around how genAI will affect customer-facing functions like marketing, CX, and sales. Check out our answers.

2024 57
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A Life Sciences case study from the heart of Europe

Clarivate

Clients partner with Clarivate consultants for many reasons, including strategic perspective, additional skills, complementary data sets and therapy expertise. In the research and development space, we help companies advance their drug discovery, preclinical proof-of-concept, and regulatory activities. Clarivate’s translational science expertise, regulatory and commercial experts and assets combine to complement client teams in generating long term value.

2024 64
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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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How Terminal X Achieved a 279% Uplift in Click Rates to Help Boost Sales with Optimove

Optimove

Optimove ensures marketing starts with the customer and not campaign/product. Customer-led marketing delivers brands an average increase of 33% in CLTV.

Sales 76
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Survey Question Types

Zonka Feedback

The key to extracting valuable information, insights, feedback, and opinions through your customer surveys lies in the art of crafting well-designed questions. Survey questions play a crucial role in the success of your surveys.

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What Is Offshore Outsourcing? All You Need to Know

Helpware

Offshore outsourcing usually implies a mutual benefit for partnering businesses, offering a unique blend where each party not only achieves what they expect but often receives even more. Business process outsourcing has always been a smart way of collaboration, where certain tasks and processes are delegated to another company under agreed terms. It can bring efficiency and competitive advantage to your business.

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How to Create a Feedback Form to Get Meaningful Insights

Zonka Feedback

Creating a feedback form that garners valuable insights is crucial for businesses looking to improve their services or products. Whether you aim to measure customer satisfaction, gather product feedback, or enhance your overall service, a well-designed feedback form can be a powerful tool.

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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A Tale of Two Upgrades: All Roads Lead to Success | Quest JDE Week Feb. 26

Circular Edge

How JDE Customers are Moving Forward with #ContinuousInnovation with 9.2 Join live: Monday, February 26, 3pm Eastern It’s true – there are many approaches, business drivers and benefits that come with a JDE upgrade, but at the end of the day, all roads lead to improved efficiency and better results. Join this session to learn about the paths Granite Properties and other customers have taken to streamline and automate business processes using Orchestrator and more with Release 23/24, as well as h

Webinar 52
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Build A Human-Centered Productivity Strategy

Forrester's Customer Insights

Image via Bing Image Creator Today, we’ve released a major new report for clients on employee productivity, Increase Your Organizational Productivity Now. This report builds upon Forrester’s long history of covering productivity as a dimension of Employee Experience, driven by research from my colleague David Brodeur-Johnson.

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Implementing Warehouse Management Solutions using Orchestrator & More | Quest JDE Week Feb. 27

Circular Edge

Realize a Modern, Productive & Efficient Warehouse with Real-Time Visibility Join live: Tuesday, February 27, 3pm Eastern A modern, productive, and efficient warehouse is key to reducing costs, increasing profits and exceeding customer expectations. Join this session to learn how Hadrian, a multi-facility manufacturing organization, overcame challenges with their cycle count process using Orchestrator and low-code/no-code tools while gaining real-time visibility into warehouse operations.

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High-Performance IT: Finding The Right Tech For Your IT Style

Forrester's Customer Insights

When it comes to adopting the right technology for your organization, one size does not fit all. Learn how high-performance IT can help your organization match the right next tech to your IT style.

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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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A Tale of Two Upgrades: All Roads Lead to Success | Quest JDE Week Feb. 26

Circular Edge

How JDE Customers are Moving Forward with #ContinuousInnovation with 9.2 Join live: Monday, February 26, 3pm Eastern It’s true – there are many approaches, business drivers and benefits that come with a JDE upgrade, but at the end of the day, all roads lead to improved efficiency and better results. Join this session to learn about the paths Granite Properties and other customers have taken to streamline and automate business processes using Orchestrator and more with Release 23/24, as well as h

Webinar 52
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What Should Performance Marketers Actually Do?

Forrester's Customer Insights

I’m often asked about the technologies and processes entailed in planning, buying, and optimizing media. Much is written about that, including Forrester’s research on using technology to develop more compelling creative and how to improve TV advertising’s planning, buying, and measurement processes. However, I’m rarely asked about the people that improve media’s results.

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Implementing Warehouse Management Solutions using Orchestrator & More | Quest JDE Week Feb. 27

Circular Edge

Realize a Modern, Productive & Efficient Warehouse with Real-Time Visibility Join live: Tuesday, February 27, 3pm Eastern A modern, productive, and efficient warehouse is key to reducing costs, increasing profits and exceeding customer expectations. Join this session to learn how Hadrian, a multi-facility manufacturing organization, overcame challenges with their cycle count process using Orchestrator and low-code/no-code tools while gaining real-time visibility into warehouse operations.

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Steps to High-Quality Data: Mitigating the Challenges of Data Quality in Quantitative Research

2020 Research

Uncover the secrets to mastering data quality in the quantitative research space with Rob Berger, EVP of Global Quantitative at Sago.

Webinar 52
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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX