InMoment XI
APRIL 26, 2011
As VOC practitioners, you need to ensure that the data you collect is actionable and relevant to other business leaders in your organization. To help you achieve that goal, join me and VOC practitioners and experts from around the globe on May 15 – 18, 2011, at the Engage Summit 2011. But hurry, we are almost sold out for the event.
Service Untitled
APRIL 19, 2011
Emotionally intelligent people are able to know and control their emotions to produce higher sales, better productivity, and assume better leadership roles. Not to be confused with an individual having a great personality which could be fun or outgoing with a great sense of humor, emotional intelligence has more to do with how people think in particular situations and decide using clear and sound judgment.
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Customer Interactions
APRIL 25, 2011
'Recently I had the pleasure of collaborating with Sharon Shaw, Director of Education for the PSA Security Network, Daniel Brault, Founder and President of Electro Specialty Systems (ESS), and Karen L. Baker, Senior Vice President, The Protection Bureau, on a panel discussion at ISC West about how to make IP video projects profitable. The session was well attended and the discussion spirited.
Brad Cleveland Blog
APRIL 29, 2011
If your organization is seeing call center workload patterns that are somewhat different than in similar historical months and years, you’re not alone. And the reasons – the economy, changes in customer behavior, etc. – are certainly no mystery. Unfortunately, many managers rely on metrics that are summarized over overly-large blocks of time and lose visibility of problem areas.
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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.
Win the Customer
APRIL 20, 2011
One of the fundamental principles of creating effective employees and to create an outstanding team in your organization is providing effective feedback on the performance of your team members. The Manager Tools series spends quite some time discussing the topic of effective feedback and I wanted to condense it to a few quick how-to’s in giving employees feedback.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
InMoment XI
APRIL 26, 2011
As VOC practitioners, you need to ensure that the data you collect is actionable and relevant to other business leaders in your organization. To help you achieve that goal, join me and VOC practitioners and experts from around the globe on May 15 – 18, 2011, at the Engage Summit 2011. But hurry, we are almost sold out for the event.
InMoment XI
APRIL 4, 2011
How much impact does employee engagement have on a company's bottom line? More than you think. A recent Gallup study estimated that disengaged employees wasted more than $300 billion in productivity at U.S. firms. The flip side: firms with engaged workforces have 2.6 times the earnings per share growth rate compared to their industry counterparts.
InMoment XI
APRIL 4, 2011
How much impact does employee engagement have on a company's bottom line? More than you think. A recent Gallup study estimated that disengaged employees wasted more than $300 billion in productivity at U.S. firms. The flip side: firms with engaged workforces have 2.6 times the earnings per share growth rate compared to their industry counterparts.
InMoment XI
APRIL 4, 2011
How much impact does employee engagement have on a company's bottom line? More than you think. A recent Gallup study estimated that disengaged employees wasted more than $300 billion in productivity at U.S. firms. The flip side: firms with engaged workforces have 2.6 times the earnings per share growth rate compared to their industry counterparts.
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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.
Service Untitled
APRIL 11, 2011
There is absolutely no getting away from social media. Even though these online global communities can be somewhat intimidating, many of the best are available at no cost and with amazingly easy access. Think of the possibilities when millions of people can be reached all around the globe just by pressing “enter.&#. So how does all of this fit into the ever broadening sea of customer service?
Service Untitled
APRIL 6, 2011
The 2011 Temkin Experience Ratings surveyed 6,000 different consumers from 143 different companies which included retailers, banks, hotels, and financial institutions. Customers were polled mainly on their opinions regarding customer assistance and problem resolution – whether by Twitter, Facebook, corporate websites, telephones, or in person.
Service Untitled
APRIL 8, 2011
There is a small Japanese restaurant in my area that used to have crowds upon crowds waiting outside its doors for the inexpensive, but most exquisite sushi and Japanese fare. If you asked any full-time resident, they would all say, “it’s the best sushi in Palm Beach County, and the price is right.&# Now there’s still a respectable crowd, but even on a busy Saturday night in this tropical paradise, no one lingers around the outside waiting for hours to sample the menu.
Service Untitled
APRIL 5, 2011
Whether you’re a small business or a large business, saying thank you is a timeless pathway to stronger relationships. Never underestimate the power of a few sincere words. Didn’t our mothers teach us just that? There are many ways to show our appreciation, so depending on your budget, time restraints, size of your business, or even the type of business, here are some tried and true examples that might come in handy: Have a thank you party with a theme.
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!
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Service Untitled
APRIL 25, 2011
Sometimes companies just need to say “no.&# Organizations can’t honor every customer request not to mention that companies do not have unlimited resources even making it possible to never have to say “no.&# Sometimes we don’t know how people are going to react, but we don’t want to lose someone’s loyalty – much less their business.
Service Untitled
APRIL 27, 2011
T here’s a huge Internet buzz today about a Google Android app called “Dog Wars,&# where virtual dog fights using virtual Pit Bulls glorify illegal dog fighting. Using such phrases as “Raise your dog to beat the best,&# “puts money in your pocket, and lets you earn more in fights,&# provides “guns for police raids,&# and even “inject your dog with steroids,&# has instilled message boards to light up demanding that the game be taken off the market and the crea
Service Untitled
APRIL 23, 2011
Sometimes companies just need to say “no.&# Organizations can’t honor every customer request not to mention that companies do not have unlimited resources even making it possible to never have to say “no.&# Sometimes we don’t know how people are going to react, but we don’t want to lose someone’s loyalty – much less their business.
Service Untitled
APRIL 7, 2011
Improving what we do and how we do it is an important part of business strategy. As organizations develop and grow, there is any number of improvement opportunities along the way. Opportunities can be related to business processes like the accounting function, a manufacturing process or a service process aimed to improve the customer experience. No matter what the process is, there can be a systematic approach to making improvements.
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.
Service Untitled
APRIL 28, 2011
The environment matters! The concern over the environment does affect people’s choices of business. We bring our own recyclable grocery bags to food markets, we use less paper in our offices, we adjust our office lighting, we use more environmentally friendly detergents to wash our clothes, and most of us are willing to spend more for “green&# products and packaging.
Service Untitled
APRIL 12, 2011
No matter how hard any of us try to deliver the best products and the best service, something can always go awry. For instance, there’s the online florist who sent Valentine flowers on February 16, or the online dress boutique who sent a little black dress in a size 14 instead of the ordered size 4. If similar mistakes had been made while shopping at the local mall, it’s a pretty simple procedure just to go there and work out the details for an exchange or adjustment, but the online
Service Untitled
APRIL 15, 2011
Managing customer expectations are closely tied to an organization’s consistent and accurate ability to communicate. When there are poorly managed expectations and neglectful follow-up procedures, customers become confused, disappointed, and frustrated. Basically the problems arise when a service, product, call back, or response has not been delivered or is not what the customer expected.
Service Untitled
APRIL 21, 2011
Did you ever come home with something you purchased that made you really happy? Of course, depending on your budget, the experience could have ranged from modest to extravagant, but I’m betting that nearly everyone can remember that particular feeling of euphoria. It was beyond just satisfied; you as a customer were particularly delighted. With that feeling in mind, how can an organization delight a customer?
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
Service Untitled
APRIL 13, 2011
Most businesses tend to focus their efforts on growing along a single dimension: acquisition. Good ones take it step further and focus on “service recovery,” making every attempt to retain a customer’s business after something has gone horribly wrong. Great businesses recognize and actively work a third dimension by paying attention to those cues that indicate their customer is becoming disinterested.
Service Untitled
APRIL 4, 2011
In real estate sales, there is a lot more to successful customer service than dealing with just customers and clients. Any agent who wants to stay in business needs to build a professional relationship with other realtors too. In real estate listing is the game. Homes are listed in multiple listing services, and thousands upon thousands of other selling realtors are there to sell a listed home.
Service Untitled
APRIL 1, 2011
Albert Einstein said, “Not everything that matters can be measured; not everything that can be measured matters.&# As to the correlation with customer service, how do we accurately measure customer satisfaction? Of course, the best way would be to do a face to face interview with each one of our customers. That person can tell you straight out whether or not she is pleased, or she can complain about a product or service, but that doesn’t reflect another person’s opinion, so unl
InMoment XI
APRIL 12, 2011
When you combine structured data with unstructured data, such as freeform replies to open-ended survey questions or comments on the Internet, you add another layer of depth that can give you a complete picture. For example, you can see what customers are saying about a poorly performing product, why customers in a specific region for a specific type of product and for a specific time period are unhappy, and what were the key issues that drove low satisfaction.
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