BlueOcean

DECEMBER 18, 2023

Customer care QA processes are moving from limited sampling to real-time, holistic analysis thanks to emerging conversation intelligence technologies that impact every corner of the contact center for the better. At a recent industry conference, the session on quality assurance began with the keynote speaker taking the mic, and boldly announcing: “when it comes to QA, monitoring one percent of one percent is BS, and we all know it.

Contact Center 177

Contact Center Average Handle Time Customer Care Technology 177

ShepHyken

DECEMBER 18, 2023

Top Takeaways: A brand is not just about a name. It’s about being united and joining together under a common set of values. It starts with leadership defining who you are as an organization and what you stand for. Then, it is reinforced daily throughout the organization through empowerment and recognition. Creating an organization’s positive and supportive culture is key to delivering extraordinary experiences.

Net Promoter Score 88

Net Promoter Score Customer Centricity Culture Employee Experience 88

Zonka Feedback

DECEMBER 18, 2023

In the realm of customer service, the frontline staff serves as the face of a business. Their interactions with customers are important in shaping perceptions, loyalty, and overall satisfaction. To utilize the power of these frontline encounters and deliver a customer-centric experience, companies leverage a potent tool - frontline customer service surveys.

Customer Service 59

Customer Service Feedback Customer Experience Customer Centricity 59

Doing CX Right

DECEMBER 18, 2023

Award-winning authors and leadership experts, Lisa Ford and Stacy Sherman discuss the key differences between customer service and customer experience and actionable insights to boost retention and fuel growth The post Rethinking Customer Service – Why ‘Good’ Just Isn’t Enough Anymore appeared first on Doing CX Right.

Customer Service 59

Customer Service Leadership Customers Insights 59

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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

SurveySensum

DECEMBER 18, 2023

In today’s highly competitive business landscape, companies that prioritize customer feedback are more likely to stay ahead of the curve and meet the evolving expectations of their customers As a business owner, I was so focused on what I thought was suitable for my product that I forgot to notice customer feedback. After a while, I noticed that my customers were churning.

Feedback 52

Feedback Competitive Advantage Reference Customers 52

CSM Magazine

DECEMBER 18, 2023

Customer Service should be a human experience. Countless companies have lost sight of that crucial fact, often relying on chat or never-ending touch-tone menus that frustrate customers immensely. So much so, that those disgruntled customers often choose to take their business elsewhere. Fully automated systems that funnel customers into an endless loop of recordings will certainly negatively impact your bottom line.

Customer Service 52

Customer Service Social Media Multi-Channel Poor Customer Service 52

Thematic

DECEMBER 18, 2023

With easy access to OpenAI's ChatGPT product, organizations are exploring its abilities. Can they use it as a tool to quickly analyze data sets, such as survey responses and customer feedback? Yes, OpenAI is a powerful tool. It is useful to analyze smaller datasets and to get a quick overview. However, it is not capable of the accurate and detailed analysis that can be achieved with specialized feedback analysis tools.

Feedback 62

Feedback Insights Demo Books 62

Kapta Customer Success

DECEMBER 18, 2023

The upcoming year will be challenging for account managers and customers alike. We’re surrounded by so much uncertainty with shifting markets and an unpredictable economy causing businesses to respond by doing more with less. Consequently, account managers are caught in something we refer to as “the big squeeze,” experiencing both internal and external pressures.

Management 59

Management Reference Marketing Customers 59

Thematic

DECEMBER 18, 2023

With easy access to OpenAI's ChatGPT product, organizations are exploring its abilities. Can they use it as a tool to quickly analyze data sets, such as survey responses and customer feedback? Yes, OpenAI is a powerful tool. It is useful to analyze smaller datasets and to get a quick overview. However, it is not capable of the accurate and detailed analysis that can be achieved with specialized feedback analysis tools.

Feedback 62

Feedback Insights Demo Books 62

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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

CSM Magazine

DECEMBER 18, 2023

Who do business innovations serve? It’s important to ask yourself this question before you make even the most exciting changes. Sometimes, they may bring more benefits to one group more than another, whether that’s employees, customers, or shareholders. Yet setting out to please your customers is not always as straightforward as it might seem.

Innovation 52

Innovation Customer Focused Transportation Reference 52

Magellan Solutions

DECEMBER 18, 2023

Did you know businesses face a crucial decision: adapt and thrive or risk being left behind? Continuous evolution is a necessity for survival in the tech-driven landscape. Magellan Solutions is a trusted compass. It guides businesses through endless possibilities and helps them stay ahead of the competition. Picture a situation where your business is adjusting to change and leading it.

Innovation 52

Innovation Culture Technology Measurement 52

SurveySparrow

DECEMBER 18, 2023

Keeping healthcare information private is a top priority, especially when data is sensitive more than ever. Plus, the majority of healthcare data breaches happen online. This is why HIPAA compliant survey tools are quintessential to protect sensitive information. But which tool should you choose? What are the criteria you should be on the lookout for?

Healthcare 52

Healthcare Multi-Channel Document Social Media 52

Forrester's Customer Insights

DECEMBER 18, 2023

Customers in France, Italy, Spain, in the UK generally rate their trust towards their bank as "weak" or - at best - moderate.

Banking 30

Banking Customers Financial Brands 30

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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

BirdEye

DECEMBER 18, 2023

Online reviews have rapidly become the top source of new leads, with 34% of marketers citing them as the number one channel for customer acquisition. And that’s just scratching the surface of their potential – one Birdeye’s latest data report found that 92% of consumers read at least two reviews before deciding whether to trust a business.

Brands 98

Brands Social Media Multi-Channel E Commerce 98

SmartKarrot

DECEMBER 18, 2023

In the dynamic landscape of customer success , navigating the evolving role of Customer Success Managers (CSMs) is both an art and a science. As a certified CS professional with over eight years of experience, I’ve witnessed the remarkable transformation of the CS function and the pivotal role of CSMs within various organizations. Today, I’m excited to share insights and perspectives on this ever-evolving journey through the CSM’s lens.

Customer Success 10

Customer Success Customer Centricity 2019 Customers 10

Clarivate

DECEMBER 18, 2023

As 2023 comes to a close , make sure you don’t miss out on the timely insights from Clarivate , created to help IP legal teams plan for the rapidly changing industry. The past year has been one of uncertainty for the global economy. From the possibility of a recession, to the swift acceleration of artificial intelligence (AI) and the race to understand impacts unknown.

2023 59

2023 White Paper 2024 Innovation 59

SmartKarrot

DECEMBER 18, 2023

In the dynamic landscape of customer success , navigating the evolving role of Customer Success Managers (CSMs) is both an art and a science. As a certified CS professional with over eight years of experience, I’ve witnessed the remarkable transformation of the CS function and the pivotal role of CSMs within various organizations. Today, I’m excited to share insights and perspectives on this ever-evolving journey through the CSM’s lens.

Customer Success 10

Customer Success Customer Centricity 2019 Customers 10

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

CSM Magazine

DECEMBER 18, 2023

Revolutionizing equipment tracking, Smart Tagging is a game-changer for businesses. Imagine a tiny chip attached to each item, storing crucial details like identification number, purchase date, warranty, and maintenance history. In this article, we’ll explore how this innovation, accessible through RFID or NFC-equipped scanners, streamlines management, eliminating manual record-keeping and enhancing efficiency for businesses of all sizes.

Competitive Advantage 52

Competitive Advantage Transportation Healthcare Technology 52

Forrester's Customer Insights

DECEMBER 18, 2023

The enterprise and IT service management market is heading in an interesting direction. As the platforms continue to expand in their capabilities, organizations make substantial investments to ensure that they get the most from their service management platform.

Management 57

Management Marketing Information Technology 57

BirdEye

DECEMBER 18, 2023

Online reviews have rapidly become the top source of new leads, with 34% of marketers citing them as the number one channel for customer acquisition. And that’s just scratching the surface of their potential – one Birdeye’s latest data report found that 92% of consumers read at least two reviews before deciding whether to trust a business.

Brands 52

Brands Social Media Multi-Channel E Commerce 52

Forrester's Customer Insights

DECEMBER 18, 2023

Our new report How To Tackle Your Emerging Tech Skill Gaps introduces two frameworks that help business leaders address emerging skill needs.

Management 57

Management Employee Experience Technology 57

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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

Centercode

DECEMBER 18, 2023

Unveil Centercode's G2 Winter 2024 triumph: 17 badges highlighting our impact on beta testing and tech innovation.

2024 45

2024 Innovation 45

Forrester's Customer Insights

DECEMBER 18, 2023

Homer told a story of two sea monsters, Scylla and Charybdis, situated in a narrow strait. Sailors who passed through had to decide which peril to navigate: Risk the hungry six-headed Scylla on one side, or the whirlpool created by underwater Charybdis on the other side.

Technology 34

Technology Management 34

Team Support

DECEMBER 18, 2023

“It’s the most wonderful time of the year” doesn’t always ring true for customer service or support teams. Though some industries might slow down during the month of December, others get more hectic and tensions can run high. Ever wonder what to say to diffuse the situation when a customer is ranting and raving about a problem that’s difficult to solve?

2024 59

2024 Demo Customers Loyalty 59

SmartKarrot

DECEMBER 18, 2023

In the dynamic business environment, encompassing customer success , product-oriented enterprises, and service providers, the core principles of account management stand unwavering. Engaging in a discussion with an experienced industry veteran, we probed the intricacies of account management, dissecting the transformations observed over time and highlighting the pivotal influence of technology in molding these dynamics.

Management 8

Management Social Media Technology Advertising 8

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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