Thu.Feb 04, 2021

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The metrics and technology you need to cut costs and improve customer experience

Talkdesk

Boost CX and operational efficiency with the right set of metrics and smart additions to your contact center tech stack. By now, many contact center agents have settled into their new remote work routines, and research shows that they may be in it for the long haul. According to Gartner, 82% of companies will allow employees to work remotely at least some of the time, while nearly 50% of companies plan to make remote work permanent.

Metrics 87
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Leverage The Anatomy of No to Move Projects Forward

One Millimeter Mindset

Do you understand how to leverage the anatomy of No to move projects forward? Are you making things happen, together, or not? Typically you and I encounter that word as a stall tactic. For starters, when decisions need to be made, naysayers seem to crawl out of the virtual workplace woodwork. They voice their opinions at the most critical times to project momentum, don’t they?

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How Dunkin Donuts Made the Super Bowl Better – Tip #27

Steve DiGioia

Earlier today I got into a silly conversation with a friend about one of the biggest issues that we face today – Which donuts are better, those from Dunkin Donuts or Krispy Kreme? Regardless of the answer, this question brought me back to one of the earliest posts that I wrote on my blog and I wanted to share it with you. Here goes…. After running chores early one Super Bowl Sunday, I reminded my wife that we needed to be home in time to watch the big game.

Blog 78
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2020: The Year that Changed Customer Service and the Customer Experience, Forever

NICE inContact

In 2020, contact centers around the world tore up their customer service scripts. From Fortune 500 companies to small businesses to nonprofits, public-facing organizations faced a daunting task. They had to address the urgent needs of their customers, all while providing a safe work environment for their employees and agents. As we reflect on the past year, we are proud of our efforts to assist customers new and old.

2020 71
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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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Building Customer Loyalty: 3 Unexpected Ways Email Automation Can Help

iPerceptions

Customer service automation helps companies with providing exceptional customer service and building customer loyalty. The post Building Customer Loyalty: 3 Unexpected Ways Email Automation Can Help appeared first on Astute.

Loyalty 62

More Trending

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From Boomers to Zoomers: Preparing banks for the greatest generational wealth transfer in history

Hero Digital

Baby Boomers are predicted to pass $8.8 trillion in assets to the generations following them over the next decade. Financial institutions need to be prepared to connect with these younger customers, taking into account how each generation’s bank relationships differ. While Boomers have historically been very loyal to their banks, Gen X customers tend to be a bit more skeptical of their financial institutions.

Banking 98
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How should businesses balance their digital investments post-pandemic?

Interactions

We talk a lot about business continuity planning (BCP) and crisis management on our blog. How can contact centers handle volume spikes? How can technology prevent disruptions in business? How can businesses continue to thrive through unpredictable events? But what about the opposite? How, after a year (or more) of the pandemic, will businesses transition back to incorporating more in-person volume?

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Metrics: Output vs. Outcomes

Zeisler Consulting

Y’all know I’m a big fan of metrics. Long before I was in CX, I was in Process Engineering (Lean Six Sigma and Operations Research), and long before that I was an analyst. My BS is in Mathematics, and I teach Statistics at the Air Force Academy. So yea, I dig numbers. I write about them a lot. I was chatting with a colleague the other day and he had an awesome turn-of-phrase regarding metrics that I’d never heard of before.

Metrics 81
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5 Experts Offer Strategies for Ethical Participant Management

dscout People Nerds

We asked experts for their best advice for moving from “transactional” to “cooperative” participant engagement. .

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The 2023 Verint Experience Index: Retail

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

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Telemarketing Services Philippines: A Brief Look

Magellan Solutions

In this article, we will look into the world of telemarketing services here in the Philippines. Telemarketing has a bad reputation to many consumers. It is somehow understandable as some telemarketers are unscrupulous. But when used properly, telemarketing can be your business’s greatest weapon. The telemarketer’s ability to sell will depend on how he will be able to make connections.

Seminar 52
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Alchemer Adds Former SAP Executive to Senior Management Team

SurveyGizmo

New SVP of Sales Brings Decades of Customer-Centric Expertise to Alchemer. LOUISVILLE, COLORADO – Alchemer – a global leader in customer experience (CX) and voice-of-the-customer (VOC) technology – announced today the hiring of Mary Beth Addison as Senior Vice President of Sales. Addison previously held executive positions at SuccessFactors, SAP, and Visier and was recently Vice President of Global Sales at Evolv.

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Are your business partners aligned to your newly established CX strategy?

Innovative CX

You’ve worked hard on establishing a new CX strategy for your organization. In developing your strategy, you secured the commitment of executive leadership; received the buy-in from department leaders; established a cross-functional team of frontline employees seeking their perspectives; sought out the voice of your customers; analyzed touchpoints; created journey maps; alleviated pain points; measured your progress and celebrated your successes!

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Delight your customers with Talkdesk and Salesforce

Talkdesk

Talkdesk and Salesforce know that every interaction matters in acquiring and supporting your customers. Customers are contacting companies more and expecting a higher level of service. According to a survey by Accenture, 93% of customers agree that they expect every interaction with a company to be excellent. This means every touchpoint must be personal, timely and helpful.

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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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Remember in-Person Customer Service? It’s Coming Back in 2021

CSM Magazine

The global pandemic led to billions of people around the world spending the year 2020 behind closed doors. For most of the year, many of us didn’t have any face-to-face interaction with anyone living outside our home, except for delivery people and cashiers at the grocery store. Even those interactions weren’t truly face-to-face as our visages were hidden behind masks.

2021 59
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How to prove the ROI of digital customer feedback

GetFeedback

Three ways to prove the return on investment of your ecommerce feedback program.

Feedback 435
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The Future of Contact Center Coaching: Our Top 5 Coaching Capabilities

Amplifai Coaching Category

Coaching is one of the most significant tools we can use to deliver on the engagement and performance of our people – but we must develop our processes, our people and leadership skills, and our technology tools, in order to overthrow the pervasive challenges to achieving greater coaching effectiveness and supercharging contact center performance!?

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What your employees need to keep your customers happy

MyCustomer

Download this Whitepaper. Lead goal. 200. TM Form. Not a TM Form. Internal or External. External. Disable T&Cs requirement. Email intro text. Thank you for downloading our resource. This whitepaper explores how emphasising employee engagement is key to becoming a customer-centric organisation.

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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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Launching a global advocacy program during a pandemic — Q&A

Influitive

In the most recent installment of our customer success webinar series, we had the chance to chat with Jon Ashley, Head of Global Customer Advocacy at Sage and one of our 2020 BAMMIE award winners for Advocate Marketer of the Year. Sage is the market leader for integrated accounting, payroll, and payment systems for small […]. The post Launching a global advocacy program during a pandemic — Q&A appeared first on Influitive.

Webinar 52
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AI-Powered Time and Attendance Management System — Why Businesses Need It

Call Experts

Traditional time and attendance human resource management methods such as spreadsheets and word doc timesheets lead to payroll errors, reporting mistakes, and reduced employee morale. How can your organization eliminate absence failures? Call Experts’ AI-powered attendance management system platform eliminates manual tracking, creates trends via a real-time dashboard, and increase your employees’ overall productivity.

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How To Leverage 14 Social Media Marketing Trends In 2021

Optimove

“While social media trends come and go, social platforms continue to serve as primary marketing channels for growing a business as we head into the new year. Methods of increasing visibility, customer reach and engagement via social media are constantly evolving, and having insight into trends that will be hot before they burst onto the scene can give marketers an edge over competitors.” The post How To Leverage 14 Social Media Marketing Trends In 2021 appeared first on Optimove.

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inSided partners with ESG to co-create meaningful content for the CS community

inSided

[Amsterdam, Netherlands - February 4, 2021] Customer Success as a Service® provider ESG announces a partnership with inSided, the only Customer Success Community platform for SaaS and subscription-based companies. Both ESG’s services and inSided’s platform share the same ultimate goal: meaningful customer engagement that leads to increased retention, growth, and advocacy.

2021 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

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Philippine Call Center Amidst the Pandemic

Magellan Solutions

Amidst the pandemic, call center companies in the Philippines are still thriving. The pandemic has revealed the strength of call center companies. Also their role in maintaining a social bond between consumers and businesses. But BPO is one of the industries that suffered due to COVID-19. While most people can continue to make a living during the lockdown.

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Customers want to "buy into" not just "buy from" - and these are the brands that understand that best

MyCustomer

Loyalty Customers want to "buy into" not just "buy from"

Brands 67
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Philippines Call Center Strive Even In The Pandemic

Magellan Solutions

BPO Philippines is Resilient During the COVID-19 Pandemic. Outsourcing BPO Philippines Amidst the Pandemic. All the businesses seem to drown due to the COVID-19 pandemic. Yet the global BPO industry in Asia continues to thrive. BPO industry in the Philippines is the country’s biggest services export sector. The COVID-19 pandemic accelerated the adoption of new technologies in the BPO industry.

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Optimove and Dynamic Yield Announce Integration

Optimove

“Optimove, the Relationship Marketing Hub, and Dynamic Yield, the Experience Optimization Platform, announced a strategic integration that will allow brands to ensure each customer receives the optimal marketing treatment across channels. Partnership unlocks personalization and optimization of marketing campaigns and customer experiences throughout the entire customer lifecycle.” The post Optimove and Dynamic Yield Announce Integration appeared first on Optimove.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the