PeopleMetrics

MARCH 16, 2020

Taking action on an individual customer response to a survey about a recent experience is the most direct evidence of ROI for VoC programs. Alerts allow companies to recover lost customers, recognize star employees and generate new leads. This blog post is about the alerts that are triggered based on a customer response to a survey. At PeopleMetrics, there are three primary types of alerts that provide the highest value to our clients: Recover alerts.

CEM 78

CEM ROI Contact Center Survey 78

Kerry Bodine

MARCH 18, 2020

Hoo boy. It’s crazy out there. But you — yes, YOU — have an amazing opportunity to support both your fellow humans and the organization you work for. You have an opportunity to make changes to your offerings and your customer experience today that will: Support your customers’ wildly changing needs and expectations, Drive crucial revenue in the short term, and.

Customer Experience 292

Customer Experience Airlines Insurance Travel 292

Lumoa

MARCH 19, 2020

When money is tight and businesses are going through hard times, how can a business properly manage their customer experience management (CXM) resources wisely? We'll share everything you should know about allocating and managing your customer experience program when times are tough.

Resources 225

Resources Customer Experience Customer Experience Management Customers 225

GetFeedback

MARCH 15, 2020

How companies can show empathy and deliver meaningful customer experience needed during a global crisis.

Customer Experience 433

Customer Experience Company Customers 433

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Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.

Report

InMoment XI

MARCH 19, 2020

Taking Care of Your Customers “During” In our last blog, which you can view here, we talked about the Before stage of Automotive Service. Now we will be going over the second part of an Exceptional Service Experience which is, of course, During the Service itself. Welcome Customers the Moment They Arrive The During experience starts with.

Automotive 312

Automotive Course Customer Experience Customers 312

CX Accelerator

MARCH 16, 2020

Written by Jeremy Watkin and Community Dear contact center agent: What if I told you that if you come to work for us you can do the exact same job as you’re doing now but we’ll instead call you a customer service hero, guru, rockstar, or ninja? Are you sold? In all seriousness, I recently had a conversation with someone who voiced their disdain for the term “agent” when referring to a customer service or contact center professional.

Contact Center 228

Contact Center Communication Groups Customer Service 228

GetFeedback

MARCH 17, 2020

The most popular CX metrics catalogued by purpose and best use case.

Metrics 420

Metrics Customer Experience Customers 420

InMoment XI

MARCH 17, 2020

This is the final post in a 3 part series. Read the first two parts: Part 1 | Part 2 How the Worst Team in Baseball History Innovated to Win the World Series 50 Years Ago A Nostalgic View of Baseball The 2020 baseball season will shortly be getting underway in the wake of some. View Article.

Innovation 259

Innovation 259

Experience Matters

MARCH 19, 2020

During this "XM Fireside Chat," Bruce Temkin & Benjamin Granger discuss the path to Experience Management (XM) maturity. The post XM Fireside Chat: XM Leadership With Bruce Temkin And Benjamin Granger appeared first on Experience Matters.

Leadership 222

Leadership Management 222

Speaker: Amanda Adams, Fractional CFO, CPA

Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Amanda Adams, a seasoned fractional CFO and CPA passionate about transforming back-office operations for finance teams. This session will cover critical best practices and process improvements tailored specifically for accounting professionals.

Data

QuestionPro Audience

MARCH 16, 2020

The coronavirus (COVID-19 virus) has taken the world by storm, originating in China and spreading rapidly across continents. China alerted the WHO on the 31st of December 2019 about an unknown virus causing unusual pneumonia among the residents of Wuhan, a port city in the central Hubei province. . Coronavirus in the USA. The first case of coronavirus in the US was detected on February 21st, 2020, and within three weeks, that number crossed the 1300 mark.

Marketing 195

Marketing 195

C3Centricity

MARCH 18, 2020

Marketing is a great profession and the marketing 5Ps is the code by which we live. I’ve worked in or with marketing teams for almost my whole career and I am passionate about brand building. From the outside, others see marketers as those who come to work late and seem to party all night. They always seem to be watching TV or jetting off to exotic places to talk about advertising!

Marketing 156

Marketing Advertising Brands Consumers 156

Customer Bliss

MARCH 18, 2020

In this time of Coronavirus…let goodness prevail, instead of fear. Let kindness and grace be our first instinct. Let trust and respect become translated now into our business lives. These will lead to every kind of prosperity on the other side of this pandemic. Growth through admirable acts will define companies and people now. I was struck by this beautiful gesture of humanity in the Italian city of Siena.

Financial 215

Financial Healthcare Policies e-support 215

CX Accelerator

MARCH 16, 2020

Written by Jeremy Watkin and Community Dear contact center agent: What if I told you that if you come to work for us you can do the exact same job as you’re doing now but we’ll instead call you a customer service hero, guru, rockstar, or ninja? Are you sold? In all seriousness, I recently had a conversation with someone who voiced their disdain for the term “agent” when referring to a customer service or contact center professional.

Contact Center 182

Contact Center Communication Groups Customer Service 182

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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

Voice of Customer

Experience Investigators by 360Connext

MARCH 17, 2020

We are faced with unprecedented challenges. Not just our organizations, but our whole world. We toss around terms like social distancing and pandemic in ways we couldn’t have imagined a few short weeks or even days ago. We are in this together, as we struggle with the challenges of COVID-19 and how this coronavirus has redefined our work, our goals, our challenges and our daily lives.

Customer Journeys 178

Customer Journeys Customer Experience How To e-support 178

NICE inContact

MARCH 19, 2020

Contact centers have been using call recording for years, and consumers have come to accept and expect to hear the words “ this call is being recorded for quality and training purposes” when calling in.

Call Recording 156

Call Recording Contact Center Training Consumers 156

GetFeedback

MARCH 15, 2020

How companies can show empathy and deliver meaningful customer experience needed during a global crisis.

Customer Experience 195

Customer Experience Company Customers 195

Beyond Philosophy

MARCH 19, 2020

We encourage clients to research their customers all the time. Late last year, we decided to take our advice and study our customers and prospective customers, and well, anyone. Some of the research told us what we expected to hear, but some of the revelations might surprise you. We talked about this research in a recent podcast. You All Want Growth.

Trends 191

Trends Net Promoter Score Effort Score ROI 191

Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin

As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.

Trends

Alida

MARCH 20, 2020

New COVID-19 Survey Template and Unlimited Use of Ad-hoc Surveys to Employees for All Customers for 90 Days.

Survey 204

Survey Employee Engagement Customers Engagement 204

NICE inContact

MARCH 19, 2020

With contact centre BPOs around the globe migrating from on-premise to cloud technology, competitive organisations are left asking: is my BPO next? On-premise or single-tenant hosted contact centre BPOs are making the move to cloud; whether the result of an organisation-wide initiative, the desire to scale, a move towards centralisation, feature limitations or for a variety of other business reasons.

Technology 156

Technology Contact Center Call Center Trends 156

GetFeedback

MARCH 17, 2020

How to connect your CX results to the overall performance of your organization.

Metrics 221

Metrics Connections How To 221

Beyond Philosophy

MARCH 20, 2020

People are way more afraid of shark attacks than we should be. The reason we are is the same reason branding works for your organization to attract customers. However, before we get to that, consider the following statistic. Since the year 1580, aka the year we started charting shark attacks, there have been a little over 2,000 shark attacks, of which 471 were fatal.

Tools 171

Tools Marketing Consulting Social Media 171

Speaker: Miriam Connaughton and Donald Knight

As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.

Connections

Comm100

MARCH 19, 2020

In the past few weeks, I’ve been reaching out to contact center managers to find out what key problems have been brought on by the coronavirus pandemic , and how they are dealing with them. From what I gather, skyrocketing volume, a need for consistent messaging, and sudden onboarding of new agents have been the primary causes for concern among almost all of them.

Contact Center 131

Contact Center Chatbots ROI Knowledge Base 131

NICE inContact

MARCH 17, 2020

Today’s software engineers are far from stereotypes. At NICE inContact, we take pride in the fact that innovation and technical prowess comes in all genders, ethnicities, religions, etc. In honor of Women’s History Month and International Women’s Day on March 8th, we are showcasing some of the accomplished women in technology at NICE inContact. Meet Meryl Sonon, Senior Engineering Manager in NICE inContact’s R&D organization.

Management 156

Management Innovation Software Meeting 156

GetFeedback

MARCH 17, 2020

The top CX metrics—NPS, CSAT and CES—and how to use them successfully.

Metrics 221

Metrics Customer Experience NPS Customers 221

Uniphore

MARCH 19, 2020

Conventional wisdom accepts it’s cheaper to keep existing customers than to get new ones. Then why is it companies pay so little attention to creating brand loyalty? Treating your customers right and giving them what they want should be a no-brainer. Read More.

Loyalty 130

Loyalty How To Customers Brands 130

Speaker: Jennifer Wright and Nick Barron

2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt

Customer Experience

Comm100

MARCH 19, 2020

In the past few weeks, I’ve been reaching out to contact center managers to find out what key problems have been brought on by the coronavirus pandemic , and how they are dealing with them. From what I gather, skyrocketing volume, a need for consistent messaging, and sudden onboarding of new agents have been the primary causes for concern among almost all of them.

Contact Center 130

Contact Center Chatbots ROI Knowledge Base 130

NICE inContact

MARCH 16, 2020

We’ve all heard it a hundred times before – “Happy agents make happy customers.” And it’s become a contact center mantra for good reason – a recent Gartner Survey indicated that 86% of customer experience execs point to Agent Experience (AX) as the single greatest factor impacting CSAT!

Contact Center 156

Contact Center Training Customer Experience Engagement 156

GetFeedback

MARCH 17, 2020

How to measure customer loyalty across your customer experience program.

Loyalty 195

Loyalty Metrics Measurement Customers 195