ChurnZero

SEPTEMBER 10, 2021

There are several different models of compensation plans , but not all can be guaranteed to produce the same results for your organization. We’ve found that, when looking to build a strong team of Customer Success Managers (CSMs), an incentive compensation plan , otherwise called a variable compensation plan , produces the best results. Not only does it motivate employees, but it helps them learn how their work affects the company’s performance, understand how they impact profits, and usually in

Customer Success 97

Customer Success Metrics Measurement Customer Satisfaction 97

Alida

SEPTEMBER 10, 2021

Over the last year, you probably heard the question “So how are you adapting to the new normal ?” quite a few times. It is a reflection on how the global pandemic has, in some cases, fundamentally changed our everyday lives. Working from home, not being able to do your grocery shopping, no nightlife, homeschooling, these are all things we suddenly had to adjust to.

Consumers 130

Consumers Customer Experience Customers 130

ShepHyken

SEPTEMBER 10, 2021

This week we feature an article by Tanya Ahmed, a Digital Marketer of Vantage Circle , a cloud-based employee engagement platform. She writes about what customers expect from companies in 2021 and what they actually get. Consumers today expect speedier access to services than ever before. They count on meaningful interactions with service professionals who make them feel valued.

Customer Experience 99

Customer Experience Advertising Customer Expectations 2011 99

Eptica

SEPTEMBER 10, 2021

Date: Friday, September 10, 2021 Author: Pauline Ashenden - Demand Generation Manager How emotional intelligence can help you cope with Christmas. Published on: September 10, 2021. Author: Pauline Ashenden - Demand Generation Manager As we approach the peak Christmas season, agents need to be ready for the extra stress that higher demand, and potentially grumpier customers, bring.

2021 104

2021 Omnichannel Blog Article 104

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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.

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Stella Connect

SEPTEMBER 10, 2021

Quality assurance (QA) reviews are what your customer service team does to monitor agent performance and take action in order to improve it. Successful customer service teams use a QA scorecard to measure agent performance. QA scorecards provide insight into each agent’s strengths and weaknesses, facilitate better training and coaching strategies , and motivate agents to take accountability for their performance.

Customer Service 52

Customer Service Definition Interaction Measurement 52

CSM Magazine

SEPTEMBER 10, 2021

Over five million people globally work as call centre agents, including 1.3 million people in the UK. Many of them face challenges according to a new research report from artificial intelligence (AI) firm ASAPP, CX: The Human Factor. Training, coaching, legacy technology, and lack of career opportunities top the list of issues for agents along with handling irate customers.

Metrics 52

Metrics Entertainment Technology Healthcare 52

NICE inContact

SEPTEMBER 10, 2021

Did you know that most of the customers who contact your call center have already been on your website to self-diagnose their issue and/or try to resolve it themselves?

Call Center 77

Call Center Customers Customer Experience 77

SaleMove

SEPTEMBER 10, 2021

A recap of perspectives from business leaders on how to transform OnScreen DCS experiences as we’ve all evolved to become 'Digital Natives.'. The post Digital Customer Service is Not Just for Digital Natives Anymore appeared first on Glia Blog | Digital Customer Service Explained.

Customer Service 52

Customer Service Blog Customers Books 52

ChurnZero

SEPTEMBER 10, 2021

There are several different models of compensation plans , but not all can be guaranteed to produce the same results for your organization. We’ve found that, when looking to build a strong team of Customer Success Managers (CSMs), an incentive compensation plan, otherwise called a variable compensation plan, produces the best results. Not only does it motivate employees, but it helps them learn how their work affects the company’s performance, understand how they impact profits, and usually incr

Customer Success 52

Customer Success Metrics Measurement Customer Satisfaction 52

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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

SaleMove

SEPTEMBER 10, 2021

A recap of perspectives from business leaders on how to transform OnScreen DCS experiences as we’ve all evolved to become 'Digital Natives.'. The post Digital Customer Service is Not Just for Digital Natives Anymore appeared first on Glia Blog | Digital Customer Service Explained.

Customer Service 52

Customer Service Blog Customers Books 52

Advantage Communications

SEPTEMBER 10, 2021

Are you looking to outsource your customer service program to a strategic partner? If you’ve outsourced any of your business functions before, then you’ll know just how important a seamless plan is to the success of that partnership.

Contact Center 52

Contact Center Customer Service Customers 52

Qualtrics

SEPTEMBER 10, 2021

The only way governments can dismantle the systems, policies, and procedures that perpetuate systemic racism is by strengthening the social capital within our communities. Social issues such as racism, poverty, and discrimination are nothing new, but the COVID-19 pandemic has revealed the shocking severity of these issues across the world. Consider this: The world’s richest 1,000 people recouped their COVID-related losses in nine months, while it could take the poorest more than a decade to reco

Government 26

Government Hospitality Leadership Download 26

Myra Golden

SEPTEMBER 10, 2021

We had high hopes – and big plans – to reconvene and reconnect at ACX’21 in Arlington, VA, but remember the saying about best-laid plans? Now we’re meeting OCTOBER 26-27 for a FREE online event packed with insightful learning and new opportunities to engage and interact. . Learn more and register here!

Events 21

Events Insights Interaction Engagement 21

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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

Qualtrics

SEPTEMBER 10, 2021

CIOs, CHROs, and their respective teams must not only listen and understand but also take joint action to create better experiences for employees. CIOs, CHROs, and their respective teams must not only listen and understand but also take joint action to create better experiences for employees. The pandemic completely disrupted the workplace as we know it.

Employee Experience 26

Employee Experience Technology Download Feedback 26

2020 Research

SEPTEMBER 10, 2021

Introducing Virtual Aisle By Schlesinger Group. We are delighted to introduce Virtual Aisle by Schlesinger Group , a simulated in-store shopping experience that captures compelling shopper insights faster, smarter, and easier. Powered by Informed Decisions Group , Virtual Aisle displays life-sized, high-resolution images of shopping aisles, allowing you to quickly test merchandising placement, POS signage and branding elements, and pricing strategies in a controlled research space.

Consulting 52

Consulting Insights Interaction Brands 52

inSided

SEPTEMBER 10, 2021

We’re back! It’s time for another post in our series, This is Digital Customer Success , where we set out to get clarity on all things Digital CS. In our last post, we talked about the metrics that matter in your digital-led approach. This week, it’s time to talk more about the people behind those metrics – it’s time to talk about team structure. Because your digital-led team might just look a little different from your “traditional” team.

Customer Success 52

Customer Success Metrics Customer Journey Customers 52

Forrester's Customer Insights

SEPTEMBER 10, 2021

Digitally savvy delegators are an overlooked segment and represent an attractive opportunity for wealth management firms right now. As incumbents and fintechs alike continue to compete for customers, firms need to understand who digitally savvy delegators are and design the right solutions to attract and retain them. I recently published a report about this customer […].

Management 36

Management Customers 36

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

CX University

SEPTEMBER 10, 2021

This article was originally posted on TMSA’s blog. TMSA went back to school a little early this year. The organization’s July 29 Strategic Interest Group, moderated by Founder and CEO of CX University, Mohamed Latib, PhD featured a mix of insights from research findings and first-hand experiences from participants. A special thanks goes out to TMSA Corporate Member, Courtney Keenan at RLS Logistics for sharing CX trend data and insights in the B2B sector to support the discussion.

Transportation 94

Transportation Net Promoter Score B2C B2B 94

Forrester's Customer Insights

SEPTEMBER 10, 2021

Greetings everyone! Each month, the infrastructure and operations (I&O) team writes incredible research. As a research director, I get to not only see the final outcome but also all of the work and client insights that went into its creation. For those who know me, I am quick to call these out via inquiry calls […].

2021 36

2021 Insights Customers 36

Forrester's Customer Insights

SEPTEMBER 10, 2021

There is no executive role that better aligns with the trust imperative than the CISO. Find out why and how it may impact your organization directly.

Management 38

Management Customers 38

Forrester's Customer Insights

SEPTEMBER 10, 2021

Greetings, everyone! Each month, the infrastructure and operations (I&O) team writes incredible research. As a research director, I get to not only see the final outcome but also all of the work and client insights that went into its creation. For those who know me, I am quick to call these out via inquiry calls […].

2021 26

2021 Insights Customers 26

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Forrester's Customer Insights

SEPTEMBER 10, 2021

Digitally savvy delegators are an overlooked segment and represent an attractive opportunity for wealth management firms right now. As incumbents and fintechs alike continue to compete for customers, firms need to understand who digitally savvy delegators are and design the right solutions to attract and retain them. I recently published a report about this customer […].

Management 26

Management Customers 26

Forrester's Customer Insights

SEPTEMBER 10, 2021

There is no executive role that better aligns with the trust imperative than the CISO. Find out why and how it may impact your organization directly.

Management 26

Management Customers 26