Callminer

APRIL 26, 2017

Definition of First Call Resolution First-call resolution (FCR) is an important contact center metric and element of customer relationship management (CRM). The term is self-explanatory: a contact center’s ability to resolve customer problems, questions or needs the first time they call, with no follow-up required. FCR not only helps gauge customer satisfaction – the higher […].

Contact Center 196

Contact Center Customer Relationship Management CRM Customer Satisfaction 196

Uniphore

APRIL 6, 2017

There's no denying the fact that customer service is critical to any business. As customers have more alternatives than ever, the businesses that win the battle of customer service gain a clear competitive advantage. That's why it's so important to understand how new technologies can help your company keep that competitive edge in order to best serve your customers and ultimately improve the efficiency of your business Here are four of the hottest technology trends ready to significantly improve

Technology 164

Technology Technology Customer Experience Customer Service 164

Customers That Stick

APRIL 10, 2017

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Customer Service 144

Customer Service 144

Beyond Philosophy

APRIL 5, 2017

Of course, we all make mistakes. Some of us make mistakes multiple times a day. Businesses need to be mindful of mistakes they make that impact their employees and customers. Company Apology Guidelines. A Company needs to have clear guidelines for handling a mishap and how to deliver an apology message. Also, someone in a Senior role needs to sound remorseful and express truthfulness when something wrong has occurred.

Customer Experience 133

Customer Experience CX 133

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

Customer Satisfaction

Win the Customer

APRIL 6, 2017

Customer relationship management software has become an essential sales tool for businesses. The global CRM market grew 12.3 percent from 2014 to 2015, from $23.4 billion to $26.3 billion , Gartner reported. By 2020, the market is expected to be worth $48.4 billion. As CRM use has grown more widespread, the number of CRM options available to businesses has proliferated.

CRM 108

CRM Customer Experience Social Media Sales 108

PeopleMetrics

APRIL 10, 2017

Too many businesses put all their efforts towards optimizing their sales funnels and forget about what comes after a customer makes a purchase. The sale is the beginning of your customer relationship, not its culmination. Continuing to build the relationship can turn a customer from a one-time buyer to a true fan and promoter of your business. Promoters are more likely to share their positive opinions about your business, either by writing reviews or defending your company against criticism.

E-commerce 102

E-commerce Social Media Start-ups Sales 102

Uniphore

APRIL 5, 2017

In today’s omnichannel world, the customer journey is no longer a straight line from A to B, but rather a meandering path, encompassing multiple touchpoints. Read More.

Omnichannel 138

Omnichannel Touchpoint 138

Customers That Stick

APRIL 13, 2017

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Sales 125

Sales Customer Service 125

Beyond Philosophy

APRIL 24, 2017

Lying is a rotten thing to do. However, the more you do it, the less rotten it seems. Or at least that’s what a recent study about lying revealed. The researchers, including Dan Ariely , author and Professor of Psychology and Behavioral Economics at Duke University, wondered if your brain adapted to being deceitful. To find out, the research team put participants in an fMRI machine (functional magnetic resonance imaging) to see what happened when they lied.

Customer Experience 126

Customer Experience 126

Myra Golden Media

APRIL 17, 2017

The twentieth of May marks 16 years that I’ve been in business for myself, doing the things I’ve dreamt about, the things I love – training, writing, designing curriculum. I love where I am and what I do; yet recently I have experienced burnout. Guilt was my first response to burnout. How dare I feel bored, dis-interested and un-creative. So many people would be happy to be where I am; I should be grateful.

Customer Service 91

Customer Service Contact Center Social Media Gaming 91

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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.

VOC

PeopleMetrics

APRIL 4, 2017

Hey, we get it – nobody wants to fail. But the hard truth is that failure is a fact of life. We try, get knocked down, and pick ourselves up to try again. We hold the ‘dust yourself off and get back on the horse’ ethos as admirable. We teach it to our children, and encourage them to learn from their mistakes. And we try to do this ourselves, as well.

Gaming 94

Gaming Voice of the Customer Innovation VOC 94

Callminer

APRIL 17, 2017

To learn about the various methods for capturing the VoC that go overlooked by customer-facing organizations, we asked a panel of experts to weigh in.

Voice of the Customer 182

Voice of the Customer VOC Sales 182

Uniphore

APRIL 21, 2017

Once upon a time, price and quality were the essence of buying decisions, but today more and more people are choosing brands based on whether the overall customer experience meets their expectations, and the failure to do is leading customers to look for brands that will. As the Millennial generation has become the largest worldwide, it's now crucial that a brand’s customer service capabilities are ready to meet the needs of these customers and to provide the experience they expect.

Customer Service 133

Customer Service Customer Experience 133

Customers That Stick

APRIL 25, 2017

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Customer Service 102

Customer Service 102

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.

AI

Beyond Philosophy

APRIL 18, 2017

Every company has ups and downs, but what if yours has had a few quarters of disappointing revenue? You might be thinking it’s time for a big marketing investment, but where would you focus your energy? A. On rewarding regular customers with promotions to keep them coming back. B. On improving the customer’s experience at the time of purchase. C. On providing comparison shoppers with rational reasons to choose your product over another one.

Sales 124

Sales Social Media Start-ups Management Consulting 124

Heart of the Customer

APRIL 6, 2017

I’m a huge pizza fan. It’s a major character flaw, and hasn’t helped me in my goal to lose a little of this middle-aged weight. I normally get the expensive pizza from a local chain. But when the kids are home, I’m more likely to look for a less-expensive alternative. And Domino’s fits the bill. […]. The post Let Domino’s (Yes, Domino’s) Inspire Your Customer Experience appeared first on Heart of the Customer.

Customer Experience 84

Customer Experience 84

Customer Bliss

APRIL 6, 2017

eConsultancy just put out a guide around customer experience best practices , some of which are detailed in this blog post. Two stats jumped out at me right away — and those two stats are indicative of problems that some CX teams are having. Good news, though: they are also indicative of opportunities for growth and revenue within your organization.

Touchpoint 92

Touchpoint CX Customer Experience 92

Callminer

APRIL 26, 2017

Definition of First Call Resolution. First-call resolution (FCR) is an important contact center metric and element of customer relationship management (CRM). The term is self-explanatory: a contact center’s ability to resolve customer problems, questions or needs the first time they call , with no follow-up required. FCR not only helps gauge customer satisfaction – the higher your first-call resolution rate, the more satisfied your customers tend to be – and, as a result, drive customer loyalty

Contact Center 140

Contact Center Social Media Customer Satisfaction Customer Relationship Management 140

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.

AI

Uniphore

APRIL 28, 2017

Every company loves positive feedback, but the truth is it’s the negative feedback that really drives the company’s long-term success. How so? Just like any real and important relationship, only when customers complain, do companies truly discover, and hopefully solve, customer problems as they arise. Read More.

Customer Feedback 124

Customer Feedback 124

Customers That Stick

APRIL 8, 2017

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Customer Loyalty 95

Customer Loyalty Customer Service 95

Beyond Philosophy

APRIL 19, 2017

A new Kibo study called the “ Consumer Trends Report, 2017 Edition ” reveals that 76% of respondents research prices on a product they want to buy, up 10% from the year previous. Moreover, 68% said price is the biggest reasons they shop where they do. These numbers would lead one to believe that price is still king in Customer Experience, but one would be wrong.

Voice of the Customer 122

Voice of the Customer Customer Loyalty Customer Experience CX 122

PeopleMetrics

APRIL 12, 2017

There was a time that businesses relied on anonymous, aggregated customer feedback as the sole input for their customer strategies. And that time is quickly fading away, along with once-common practices like writing checks to pay monthly bills and physically signing mortgage application documents. Technology has created a new age. It has driven innovation in banking, and it has tranformed how businesses can ask for, and act on, customer feedback.

Customer Experience 87

Customer Experience VOC Voice of the Customer Customer Feedback 87

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

Customer Service Life

APRIL 20, 2017

This article was originally published on CustomerThink in my monthly advisor column on March 9, 2017. Click here to read the original. . A customer contacted support because she dropped her beloved Winston and he could no longer stand on his own. She and the support agent discussed various options like fitting him with a peg leg, but ultimately decided that it was best to replace Winston — at no additional charge to the customer.

Customer Service 79

Customer Service Contact Center Social Media Start-ups 79

Callminer

APRIL 24, 2017

There are many lessons contact center professionals can take from Netflix.

Contact Center 182

Contact Center 182

Uniphore

APRIL 10, 2017

5 Proof Points. Today, artificial intelligence is one of the fastest growing technologies within IT operations. Already in 2014, the global artificial intelligence market was valued at about $126 Billion, and that number is expected to reach around $3 Trillion by 2024, which means it is growing at a rate of about 36% a year, according to a report from Transparency Market Research.

Artificial Intelligence 124

Artificial Intelligence Customer Service Technology Technology 124

Customers That Stick

APRIL 3, 2017

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Customer Service 90

Customer Service 90

Speaker: Aaron Jacob, VP of Accounting Solutions & Reagan Cook, GTM Lead

Are you struggling to navigate the complexities and challenges that come with crypto accounting? 🤔 This new webinar will cover everything businesses need to know to get started with crypto accounting after incorporating crypto into their business models! Industry experts Aaron Jacob and Reagan Cook of TaxBit will thoroughly explore the prevalent operational hurdles encountered by accounting teams when interacting with crypto on the books, and detail how software solutions can effectively

Beyond Philosophy

APRIL 26, 2017

Theme parks aren’t really my cup of tea, partly because I don’t see the point of buying a $100 ticket so I can spend half my day sweating in long lines. Surely there are places that will let me stand in line for free! Universal Orlando seems to have heard me, or the tens of thousands of other people who say that standing in a two-hour line isn’t their idea of a good time.

Technology 113

Technology Technology CX Touchpoint 113

Customer Bliss

APRIL 4, 2017

Episode Overview. Southwest Airlines has an industry-standard approach to promoting people from within. Sonya LaCore actually began as a flight attendant, rose through many levels of service leadership with in-flight crews, and today is the leader of all in-flight operations. This conversation is about that journey, her calling to serve, and more. About Sonya.

Hospitality 81

Hospitality Hospitality Touchpoint Engineering 81

ProProfs

APRIL 10, 2017

When it comes to learning in general, maintaining social learning has always been an important part of adopting new information and transforming it into long-term knowledge. In simple words, social presence refers to all the knowledge a person accumulates by watching other people’s behavior. That’s exactly where its importance lies: If someone realizes the benefits or the consequences of some actions based on other people’s examples, we can say that he/she learnt something new through social pre

Education 79

Education Start-ups Gaming 79

Heart of the Customer

APRIL 26, 2017

At a CXPA event my good friend Lisa told me about a conversation she recently had. She was talking about the need to do some journey mapping, and mentioned how a good map takes 12-16 weeks. Her conversational partners’ response was, “What do you mean? I have the software – I can have that knocked […]. The post You can’t have a customer journey map without a customer appeared first on Heart of the Customer.

Customer Journey Map 68

Customer Journey Map 68

Speaker: Brad Pinneke, VP of Business Development at Payrix and Worldpay for Platforms

In this webinar, Brad Pinneke, Vice President of Business Development at Payrix and Worldpay for Platforms, will dive into the 7 must-have criteria for evaluating payments partners, helping you maximize both efficiency and the long-term value of your investment. From assessing technology capabilities to leveraging business development opportunities, this session will give you a clear, actionable strategy to select the right partner for scaling your business.

Compliance