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Brace yourself – while arguably the most important part of a successful employee engagement program, acting on the results is where things seem to get tricky for a lot of companies. Response tends to go one of three ways: 1) overwhelmed by the data; 2) defensive of the data; or 3) a sincere desire to respond to the data. However, now that you know what is most relevant to your team, you can tailor your communication and strategic direction accordingly.
Customer service should be a priority if organizations expect to expand their businesses with new customers while still retaining their current loyal clientele. Businesses are so inundated with such automated services as paying bills online, balancing bank accounts online, pressing 14 digit account numbers followed by pin numbers, our first pet’s name, our mother’s maiden name and the last four digits of our Social Security number, it almost seems that we all too commonly accept po
'Entire industries, particularly wireless, cable and broadband providers, insist on locking customers into lengthy service contracts against their will. This results in a vicious circle of poor service and costly acquisition.
That's right, it wasn't video. it was multi-tasking. How many times have you been on a conference call where you had to say "I'm sorry can you repeat the question?" I'll admit, it's happened to me. It's not right, but I'll own up to it. A lot of coworkers at my last company worked remotely, […].
AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.
'The exhibits for ICS West 2012 open today at the Sands Convention Center in Las Vegas, and of course, NICE is there. If you’re attending the show, I encourage you to make time to drop by our booth (#6087). We’re taking the opportunity to demonstrate the latest enhancements to our product portfolio and discuss how our solutions address security, safety and operational risks in three dimensions: cross-time, cross-function and cross-market.
'The exhibits for ICS West 2012 open today at the Sands Convention Center in Las Vegas, and of course, NICE is there. If you’re attending the show, I encourage you to make time to drop by our booth (#6087). We’re taking the opportunity to demonstrate the latest enhancements to our product portfolio and discuss how our solutions address security, safety and operational risks in three dimensions: cross-time, cross-function and cross-market.
Brace yourself – while arguably the most important part of a successful employee engagement program, acting on the results is where things seem to get tricky for a lot of companies. Response tends to go one of three ways: 1) overwhelmed by the data; 2) defensive of the data; or 3) a sincere desire to respond to the data. However, now that you know what is most relevant to your team, you can tailor your communication and strategic direction accordingly.
Even nice customers get angry. It can happen to any organization, and figuring out the best ways to respond and satisfy your customers can mean loyalty and continued business. One of the common problems however, is getting a complaint satisfactorily resolved with the least amount of frustration, anger, and time. Traditionally large companies do not pay their first line of customer service representatives high salaries.
Brace yourself – while arguably the most important part of a successful employee engagement program, acting on the results is where things seem to get tricky for a lot of companies. Response tends to go one of three ways: 1) overwhelmed by the data; 2) defensive of the data; or 3) a sincere desire to respond to the data. However, now that you know what is most relevant to your team, you can tailor your communication and strategic direction accordingly.
Today’s “Lighter Side” illustrates a couple of important points for the car industry. We know from research we have done that if a customer experiences a problem with their vehicle or has had a bad sales or service experience, how well a dealer responds to that customer’s concern can either positively or negatively impact customer.
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.
Today’s “Lighter Side” illustrates a couple of important points for the car industry. We know from research we have done that if a customer experiences a problem with their vehicle or has had a bad sales or service experience, how well a dealer responds to that customer’s concern can either positively or negatively impact customer.
Today’s “Lighter Side” illustrates a couple of important points for the car industry. We know from research we have done that if a customer experiences a problem with their vehicle or has had a bad sales or service experience, how well a dealer responds to that customer’s concern can either positively or negatively impact customer.
Typically when I sit down to write material for The Ride, I have a pre-conceived notion of what might be a possible hypothesis to explore that could be worth sharing with you. In this case, my thought was that with higher volumes associated with the spring and early summer selling season, that customer experience scores. View Article.
Typically when I sit down to write material for The Ride, I have a pre-conceived notion of what might be a possible hypothesis to explore that could be worth sharing with you. In this case, my thought was that with higher volumes associated with the spring and early summer selling season, that customer experience scores.
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.
Typically when I sit down to write material for The Ride, I have a pre-conceived notion of what might be a possible hypothesis to explore that could be worth sharing with you. In this case, my thought was that with higher volumes associated with the spring and early summer selling season, that customer experience scores.
We do a lot of work in the customer experience area. In fact, we’re really fortunate because we do more measurement of the automotive customer experience than anybody else in the world which is rather cool. One of the things that we’ve learned over time is that if we ask the customer for their opinion. View Article.
We do a lot of work in the customer experience area. In fact, we’re really fortunate because we do more measurement of the automotive customer experience than anybody else in the world which is rather cool. One of the things that we’ve learned over time is that if we ask the customer for their opinion.
We do a lot of work in the customer experience area. In fact, we’re really fortunate because we do more measurement of the automotive customer experience than anybody else in the world which is rather cool. One of the things that we’ve learned over time is that if we ask the customer for their opinion.
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!
Here in sunny South Florida, real estate is booming again, but there are definitely new rules when it comes to new construction. Builders who have been lucky enough to survive the economic real estate plunge are slowly emerging again with new and improved products. Home buyers are more concerned with advanced energy, the use of efficient materials, and builders who understand their desire to conserve the environment.
This isn’t related to customer service as strictly as most of the other posts here on Service Untitled, but as I was typing this up, I figured I’d post it here because some folks might get some value out of it. Like many people, I have a lot of respect for Steve Jobs and what he accomplished. I pre-ordered his biography as soon as it was announced and have read a lot about him and talked to people who have worked for him.
In the midst of arguments on the Affordable Health Care programs, it is interesting to delve into this year’s Medicare push for improved customer service in the hospital venue. Beginning in October, Medicare will hold one percent of their regular reimbursements based on performance. With payments that will total more than $50 million, United States health-care is being forced to improve the quality of their care.
Beyond the long arms of social media where we frequently address our complaints to organizations that have “done us wrong,” enters another new kid in town who stretches beyond the 140 character Twitter or the full time media Facebook guru, and claims it can connect you directly to the top decision makers. In the media age when companies know too well the firestorms that can be created from negative events and a failure to respond in a reasonable amount of time, perhaps Gripevine.com
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.
That’s right, it wasn’t video… it was multi-tasking. How many times have you been on a conference call where you had to say “I’m sorry can you repeat the question?” I’ll admit, it’s happened to me. It’s not right, but I’ll own up to it. A lot of coworkers at my last company worked remotely, […].
To increase grosses at the dealership, some stores are taking extraordinary measures by selling, amongst other things, a unique theft retrieval system. The “Lighter Side” for today highlights the efforts of one such dealership. In no way does Maritz condone, encourage, or in any way support the use of the Trunk Money or Boot Baboon, View Article.
To increase grosses at the dealership, some stores are taking extraordinary measures by selling, amongst other things, a unique theft retrieval system. The “Lighter Side” for today highlights the efforts of one such dealership.
To increase grosses at the dealership, some stores are taking extraordinary measures by selling, amongst other things, a unique theft retrieval system. The “Lighter Side” for today highlights the efforts of one such dealership.
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
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