TechSee

JUNE 10, 2021

It’s no secret that truck rolls are a necessary evil for the service industry. Yes, they cost a lot. Absolutely, your customers aren’t happy to wait for service. Of course, in-person contact puts employees and customers at risk. Sure, they divert your workforce from more strategic tasks. . But even though a large proportion of truck rolls are non-value-added activities and a tremendous waste of resources, these dispatches remain a fact of life for service organizations.

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Innovation 2025 Transportation Consumers 207

BlueOcean

JUNE 10, 2021

As we slowly emerge into recovery, the post-pandemic world looks very different and we’re seeing it with new eyes. Our social lives have shifted, our work environments have changed, and how we spend our money is also quite different. Today we look at how this last consideration applies to the way companies are investing in customer care. We took a deep look at recent data published by Ryan Strategic Advisory , surveying more than 600 contact center decision-makers.

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Customer Care Contact Center Omnichannel 2020 156

CSM Magazine

JUNE 10, 2021

Fed up of negative contact centre perceptions limiting your budget, resources and potential? Nick Smith at Calabrio , discusses how you can overcome these concerns and reposition your contact centre as a “profit centre”, instead of a “cost centre”. A Saddletree Research study found that the biggest challenge for contact centres in 2022 and beyond is likely to be: “Transforming the contact centre into being a central component of the operations of the organisation.”.

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Call Recording 2020 Customer Satisfaction Insights 105

Uniphore

JUNE 10, 2021

We’ve learned a lot during the past 12 months: what restaurants deliver, what six feet actually looks like, what makes up a “home office.” We also learned just how important contact centers are to our everyday lives. When the whole world went remote, people started calling in in record numbers, forcing businesses to reassess their customer service game.

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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.

Customers

Kustomer

JUNE 10, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe and Vikas are joined by Vasili Triant to talk about all things digital CX. Vasili is the Chief Operating Officer at UJET, a partner of Kustomer, creating a product that delivers the ultimate experience for the modern consumer. Is Voice Dead? For nearly 30 years, experts in the CX industry have heard rumors that voice as a communication channel is dead and useless for navigating customer problems.

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Contact Center Consumers Technology Interaction 97

PeopleMetrics

JUNE 10, 2021

Collecting customer feedback is one thing. Measuring and managing that customer feedback is quite another! And if you want to be customer-centric, you need to make sure you're doing all three. In this session, we walk you through how the customer feedback management process works when you're using a customer experience management tool like PeopleMetrics as the central hub of your Voice of the Customer (VoC) program.

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Feedback Management CEM Customer Centricity 71

BirdEye

JUNE 10, 2021

Word of mouth has always been an effective channel for attracting new customers and building brand awareness. In the past, businesses tried to motivate more customers to spread the word about their products and services through pen and paper referral programs. Now that customers are spending more time online, those referral programs are moving to digital.

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PK

JUNE 10, 2021

How do your customers currently perceive their interactions with your organization? And, once you’ve obtained this knowledge—how can you use it to improve your customer experience? I recently hosted a […]. The post Find your enterprise CX North Star appeared first on PK.

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Interaction Customer Experience Customers Measurement 98

Uniphore

JUNE 10, 2021

3 Ways Call Center Coaching is Leading to Customer Churn. And How to Fix it With Agent Assist. It’s no secret that better coaching creates more effective agents and better overall customer interactions. Why then do so many call centers struggle to convert coaching into real, measurable results? The problem comes down to a lack of coaching quality and on-the-floor facetime.

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Call Center Contact Center Average Handle Time 2021 59

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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

Retail

Zeisler Consulting

JUNE 10, 2021

This is the final installment of four articles tying the concepts, values, and principles of Agile and Scrum to the Customer Experience discipline. I introduced the series here , and parts one, two, and three are here , here , and here. In this article, I’ll dive into the concept of embracing change. Specifically, the Manifesto highlights this aspect of Agile project management as preferring to respond to change rather than following a plan.

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Competitive Advantage Article Customer Centricity Definition 72

InteractionMetrics

JUNE 10, 2021

No more useless data! Biased questions are out. Representative samples are in. Objectivity is the standard. Nuanced analysis wins. Fed up with disappointing customer service and inane customer feedback surveys, Martha Brooke founded Interaction Metrics in 2004. The goal continues to be to help clients understand the customer experience deeply so they can grow customer loyalty.

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Metrics Interaction Brands 2004 52

MyCustomer

JUNE 10, 2021

Engagement 5 signs you're not making the most of your CX team.

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Customer Experience Engagement Customers 91

Steve DiGioia

JUNE 10, 2021

The other day I got a voicemail message from someone who sounded like they had a mouth full of marbles. I couldn’t understand most of what she said, and she spoke so quickly that each word just bled into the next. I even played the message back hoping to catch what I missed the first time. No difference. A question for you salespeople…. Why waste your time making a phone call and then expect someone to call you back when we can’t even understand what you are saying?

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Blog Customer Service Customers 78

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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,

Measurement

Magellan Solutions

JUNE 10, 2021

Non-voice Outsourced Customer Support Services is reshaping the industry as we know it. That is not an understatement because it truly is making waves in the industry. In fact if you look at the statistics alone, you will see that there are desirable numbers under non-voice services. Hence, we believe that non-voice outsourced customer support services are the future of call centers, BPOs and SMEs.

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Social Media Call Center E-support 2021 52

Gainsight

JUNE 10, 2021

Can you recall the early days of the COVID-19 pandemic shutdown? If so, you realize how important your television and your streaming services were. They were our lifelines and connections to the outside world. It was our source of news, entertainment, and communication pathways. Did you get addicted to a show that you just had to finish watching, but you had to wait for the next episode or season?

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Innovation Chief Customer Officer 2021 NPS 52

Magellan Solutions

JUNE 10, 2021

What is covered by a vacation rental answering service. Hotels, inns, and B&Bs present unique, fun, and relaxing opportunities for guests all over the world. But the industry is anything but relaxing. These are especially the people behind the successful hospitality businesses. Excellent customer service means never allowing the concierge desk to sit empty.

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Hotels Entertainment Hospitality Call Center 52

Call Experts

JUNE 10, 2021

Customer expectations are not uniform, nor are customer experiences. . To build an ideal experience, you want to think about various characteristics, like social expectations, how they met your company, and which channel they choose to communicate with your company. . Whatever shape or size of the expectations, it is essential to think through your experience to manage expectations.

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Customer Expectations Customer Experience Contact Center Touchpoint 52

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.

Customer Insights

Comm100

JUNE 10, 2021

If it feels like everyone around you is adding a chatbox to their website, it’s probably because they are! The live chat market is in the process of doubling itself. As the years go by, live chat is shifting from a “nice to have” to a “basic customer requirement.”. But meeting this requirement doesn’t have to be expensive. In fact, it can be completely free.

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Social Media Customer Satisfaction Document Reference 52

COPC

JUNE 10, 2021

From pivoting on pay-for-performance metrics and decreasing their real estate footprints to designing new cost structures and doing site reviews virtually, vendor management organizations (VMO) are doing their best to navigate the business effects of COVID-19. Now companies are taking proactive steps to help them operate post-pandemic and prepare for another unplanned crisis.

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Management Webinar Insurance Government 52

The DiJulius Group

JUNE 10, 2021

Most businesses punish 98% of customers for what only 2% do. They treat all of their consumers like the minority. Is your company one of them? Where most companies also go wrong is in assuming that their team members know what to do. However, those assumptions are usually wrong. Therefore, it’s important to provide training. Read Full Article.

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Article Consumers Measurement Customers 52

Forrester's Customer Insights

JUNE 10, 2021

Technology transformation is a fundamental lever to change the workings of government. Government priorities, including higher citizen engagement, improved productivity, and stronger economic growth increasingly depend on digital technology.

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Government Technology Engagement Innovation 58

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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.

Information

Alida

JUNE 10, 2021

What’s the most overlooked but effective way to become a patient-centric healthcare organization? Prioritizing the voice of the employee (VOE).

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Healthcare 246

Qualtrics

JUNE 10, 2021

Health insurers are eager for greater insight into how members feel when they call, live chat, or text. Capturing far more than the words can unlock a treasure trove of actionable insights and information. At Qualtrics we know the importance of tone, speed, sentiment, and volume in adding depth and reliability to linguistic data. What is speech analytics?

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Insurance Contact Center Call Center Healthcare 26

dscout People Nerds

JUNE 10, 2021

When testing content, usability often identifies the problem—without giving you much direction on how to fix it. Try a cloze test, recall-based test, or highlighter test instead. .

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DemandJump

JUNE 10, 2021

What are content pillars? Content pillars are a novel type of content strategy framework that involve the creation and tactical interlinking of related pieces of content designed to increase a website’s search engine rankings.

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Marketing 98

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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.

Customer Engagement