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

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

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 100

Net Promoter Score Customer Centricity Culture Employee Experience 100

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

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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.

2024

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

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

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

Comm100

DECEMBER 18, 2023

Generative AI stands out as a groundbreaking development this year, showing particular promise in the realm of customer service. But with so much conversation around it, how many people really understand how Generative AI works? This blog post delves into this question, offering a straightforward explanation of Generative AI and how it really works.

Reference 52

Reference Technology Presentation Customer Satisfaction 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

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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

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

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

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The annual Cognition virtual conference is back on October 16, and this year it’s FREE! You’ll enjoy: Inspiring Keynotes from top learning industry leaders, providing fresh perspectives to help you outperform the competition. Hands-on, Skill-Building Sessions to elevate your growth, retention, and product adoption strategies. Exclusive First Look at the latest innovations from Thought Industries, empowering you with tools to grow faster.

2024

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 32

Banking Customers Financial Brands 32

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

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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.

White Paper

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 59

Management Marketing Information Technology 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

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 59

Management Employee Experience Technology 59

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 Innovation Webinar 59

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

Customer Experience

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.

Transportation 52

Transportation Competitive Advantage Healthcare Technology 52

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

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

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 36

Technology Management 36

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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.

Customer Experience