Forrester Report Predicts Investment in Analytics Over Next Two Years
Callminer
JANUARY 14, 2014
New Forrester research predicts investment in analytics for 2014 & 2015; IBM Watson announcement confirms that IT purchasing is on the rise.
January, 2014
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Take Care of Your Employees and They’ll Take Care of Customers
Win the Customer
JANUARY 9, 2014
'Forget the statistics, take good care of your employees and they''ll take good care of your customers. Employee happiness is the key to customer success.
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Coach Smarter: How to Maximize the Value of Your VoC Program on the Frontline
PeopleMetrics
JANUARY 29, 2014
'At every level of sports, there are coaches. And at every level of coaching, there is disagreement about how to measure a coach’s performance. Even with significant advances in how teams evaluate performance, it can be difficult to quantify “coaching” as a variable. Is it a coincidence that some of the most respected coaches of all time ( Phil Jackson , Bill Belichick ) have coached some of the greatest athletes of all time (Michael Jordan, Tom Brady)?
Beam up to ProProfs Enterprise – Centralized management simplified for the entire organization
ProProfs
JANUARY 21, 2014
'Looking for greater control all under one account? Say yes to the Enterprise edition by ProProfs! It’s bundled with features that make centralized management super easy for managing multiple trainers and teams. With this powerful tool, you can bring your entire organization under one roof and exercise the ability to centrally manage all users (such as trainers and their learners) within it.
An Introduction to AI in Customer Service
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Artificial intelligence (AI) adoption has risen dramatically in the customer service industry over the last few years. But many contact centers have yet to implement AI. In this eBook, we give an introduction to how customer service leaders are using AI to improve their customer experience.
Customer Experience Professionals, Meet Service Design: Your New Best Friend
1 to 1
JANUARY 3, 2014
'Companies can turn to a variety of experts -- like interactive agencies and customer experience transformation consultants -- for help with improving or innovating the customer experience. But despite years of experience and a thriving professional network, one type of expert remains virtually unknown to customer experience professionals: the service design agency.
The Power of Contact Metadata
Callminer
JANUARY 8, 2014
Contact metadata is an important and often overlooked factor for successful speech analytics deployments. Read more on CallMiner's blog!
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Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
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The Language of Customer Service
Win the Customer
JANUARY 5, 2014
'The way you express yourself in your customer service interactions will determine whether your message will be received in a positive or negative way.
What Really Creates Customer Loyalty? [INFOGRAPHIC]
Win the Customer
JANUARY 10, 2014
'Most companies that set out to deliver better customer service today fall short of creating a customer experience that creates customer loyalty.
In Customer Service We Trust
Win the Customer
JANUARY 15, 2014
'Customer service providers are caretakers of customer trust and must go above and beyond to deliver results that customers want.
7 Effective Tips for Better Customer Loyalty
Win the Customer
JANUARY 20, 2014
'The emotional bond of customer loyalty may not appear on your business''s bottom line, but is critical to the survival of your organization.
The Evolving Retailers Fulfillment Strategy: Meeting Demands with Agility
Speaker: Becky Parisotto and John Vurdelja
Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever
Has Mobile Marketing Revolutionized the Mobile Customer Experience?
Win the Customer
JANUARY 7, 2014
'In an instant, mobile users read customer reviews, research products, and compare prices; the mobile customer experience is key for today’s informed customer base. In the 20th century, marketing was markedly different from the industry it is today. Companies would display ads on television, billboards and in print where potential customers were likely to see […].
Does Customer Service Know What’s Expected?
Win the Customer
JANUARY 20, 2014
'Clarity of expectation, perhaps the most basic of employee needs in the workplace, is critical to customer service performance. Do your customer service agents really know what is expected of them? Or better yet, do they know what a successful result of their work looks like? Approximately half of American workers are unclear about what […].
5 Killer Strategies to Boost Your Customer Conversion Rate Online
Win the Customer
JANUARY 8, 2014
'In order to increase your customer conversion rates, you need to optimize every channel and medium through which you interact with customers.
Beginner’s Guide to Improve Customer Experience [INFOGRAPHIC]
Win the Customer
JANUARY 3, 2014
'This simple blueprint is a guide for how to overhaul and improve customer experience and enhance customer engagement in just one year.
4 HR Priorities for 2025 to Supercharge Your Employee Experience
Speaker: Carolyn Clark and Miriam Connaughton
Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.
When you Lose Your Customer Service Focus
Win the Customer
JANUARY 4, 2014
'Most businesses fail to understand is that when you lose customer service focus it''s actually more costly to your business than great customer service.
The New Rules of Customer Engagement: Data-Driven & Yet Human-Centric
Win the Customer
JANUARY 6, 2014
'We are living in an era of constant customer engagement. And customer engagement is more complex today with higher expectations from informed customers.
Be True to the Purpose of Customer Service
Win the Customer
JANUARY 19, 2014
'Evaluate every new technology and each new process needs to be evaluated against the real purpose for customer service.
2 Minutes Worth of Quotes to Inspire Better Customer Service
Win the Customer
JANUARY 17, 2014
'Staying motivated in customer service is 99% of the battle to deliver better customer experiences each day.
From Start to Scale: Driving Growth Through Seamless Payments Implementation
Speaker: Michael Veatch, Senior Director, Implementations & Ella Aguirre, Director of Solution Consulting
Embedding payments can be a transformative step for software companies looking to enhance their platform capabilities, boost customer satisfaction, and drive long-term growth. However, the success of payments hinges on a single thing: implementation. Drawing on real-world insights and experiences, payments implementation experts Michael Veatch and Ella Aguirre will explore actionable strategies that can lead to a transparent, friction-free launch and mitigate potential challenges like technical
Real Customer Service Doesn’t Happen Without Emphathy
Win the Customer
JANUARY 21, 2014
'Empathy is the most important skill you can have in customer service. It''s not always asked for, but is always welcome and keeps customers coming back.
Customer Service When You Can’t Contact Customers
Win the Customer
JANUARY 1, 2014
'It’s difficult to catch decision makers at their desks most of the year, but this doesn’t mean that you can forget customer service when you contact customers. Look, I know how you feel. Calling all day, every day, reaching voicemails or getting transferred straight into voicemail without the line ever ringing. I’ve been there, I’ve […].
What’s Your Customer Experience Manifesto?
Win the Customer
JANUARY 13, 2014
'Providing a great customer experience for our customers makes them proud to be associated with us and is part of our legacy of customer service.
Making the Sale: 3 Cold Calling Tips
Win the Customer
JANUARY 10, 2014
'Cold calls without thinking is difficult, but tailoring the call experience can lead to better customer service and improved customer contact success.
Frost Radar: Voice of Customer Analytics, 2024
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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.
Things to Know and Things to Avoid When Starting a Business
Win the Customer
JANUARY 14, 2014
'Starting a business can be fun and exciting on the surface, but it requires great discipline and planning be done right.
Business Etiquette 101: Should You Send a Gift to a Customer?
Win the Customer
JANUARY 6, 2014
'When done correctly, giving a gift to a customer can strengthen relationships with business associates, customers, and employees.
United Airlines Proves that Improving Customer Experience Requires Positive Employee Engagement
1 to 1
JANUARY 27, 2014
'While attending a cocktail party in December, I met a woman who returned to the U.S. that day from Costa Rica. She was a flight attendant and drove directly to the party from JFK airport. When I asked her which airline she worked for, she replied, "the worst airline in the world." I responded, "Let me guess--United Airlines.". There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
Creating an Online Community of Veterans
1 to 1
JANUARY 14, 2014
'For decades, veteran service organizations such as the American Legion, Veterans of Foreign Wars, and AMVETS have helped U.S. military veterans connect with one another. But as thousands of men and women return from combat in Iraq and Afghanistan, many of these soldiers are looking for immediate ways to unite with their comrades and peers. As a former Army infantry officer who served in Iraq, Paul Rieckhoff saw an opportunity to connect recent veterans through digital channels.
Prepare Now: 2025s Must-Know Trends For Product And Data Leaders
Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali
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.
Five Retail Trends for 2014
1 to 1
JANUARY 16, 2014
'January tends to be a quieter month for retailers after the rush of the holidays. Not only are many consumers shopped out, but the receipt of credit card bills can be a rude awakening of holiday overspending. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
Customer Experience Predictions for 2014
1 to 1
JANUARY 31, 2014
'My colleague John Dalton and I recently published a report outlining our major predictions for customer experience in the coming year. What we envision is perhaps best summed up by the old William Gibson quote: "The future is already here, it''s just not evenly distributed.". There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
The Good Gang: Why Teams Should Be More Like Meerkats
1 to 1
JANUARY 16, 2014
'Eeeek eeeek. Wakka wakaa!" That is one of the many calls of the gregarious meerkat. Translation: probably something like "Run, Forrest! Run!" It''s a constant battle for meerkats to protect themselves from the elements of the blistering Kalahari Desert. Each day must be meticulously calculated and every member must work in concert to stave off a startling range of threats, and capitalize on tasty opportunities. ".
The CMO's Role in Aligning Brand, Customer Experience, and Marketing
1 to 1
JANUARY 16, 2014
'Marketing is in trouble. In a world in which the empowered customer asserts her needs and wants with abandon, marketing hasn''t done a great job of adjusting its budget, strategy, and energy toward putting the customer at the heart of what they do. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
The Future of Customer Engagement: How AI is Reshaping Contact Centers
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51% of contact center leaders have already integrated AI into customer interactions. Those leveraging AI for conversation analysis are seeing faster resolution times, improved customer satisfaction, and reduced agent burnout. Ready to learn more about how AI is transforming the contact center landscape? Download our full report to discover key trends, implementation strategies, and the most critical KPIs for measuring AI success in contact centers.
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