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We’re Headed to Enterprise Connect Orlando 2019!

March 14, 2019 (March 15, 2019)

Are you ready? We’re gearing up for Enterprise Connect Orlando! Our team is packing their bags and hopping on a plane to meet you at EC next week. Here’s what to expect. Palm trees and sunshine, first of all. You’ll…

Industry Insights | 7m read

Agent empowerment and your customer service experience

How Agent Empowerment Impacts Your Customer Service Experience

March 12, 2019 (March 12, 2019)

There’s a disconnect in customer service. People are responsible for providing incredible service. Yet, too many companies fail to put their people first and give their agents the support needed to deliver stellar service. Creating positive experiences for your customers…

Agent Experience | 6m read

The Top 7 Customer Survey Format Examples

March 7, 2019 (March 26, 2019)

The importance of customer satisfaction data can’t be overstated. In the book How Every Great Company Listens to the Voice of the Customer, companies like Enterprise and Petco serve as case studies for how customer satisfaction helps you predict your…

Industry Insights | 7m read

Customer Experience Tools To Skyrocket Your Agent Experience

5 Ways Customer Experience Tools Help You Deliver Better Service

March 5, 2019 (March 7, 2019)

As I watch the team of construction workers break ground outside my window, I find myself staring at the equipment they’re using and how they use it. Excavators lift mounds of dirt and discard old bricks from the site. But…

Customer Success | 6m read

Set your timer. Here's a 5-minute customer satisfaction analysis. Ready, go!

A 5-Minute Customer Satisfaction Analysis: Everything You Need to Know

February 27, 2019 (February 27, 2019)

Open a new web browser and type the term “customer satisfaction” in your Google search bar. When you press enter, you get 638 million results served up in a matter of seconds. All those results are thought up by companies…

Customer Experience | 5m read

Encourage more responses to your customer satisfaction surveys

7 Ways to Encourage Customers to Take Customer Satisfaction Surveys

February 26, 2019 (February 26, 2019)

Too few responses to your customer satisfaction surveys is your kryptonite. Lack of input from your customers puts you on the shortlist to deliver customer experiences that don’t meet expectations. Your customer satisfaction surveys give you a channel to solicit…

Customer Experience | 6m read

Keep your agents happy and in their seats. Here's how to achieve workplace happiness.

Workplace Happiness: How to Make it Happen for Your Team

February 21, 2019 (February 21, 2019)

As a contact center manager, you’re responsible for a large number of agents. Your agents are your most important assets. They are integral to the long-term success of your business. As their manager, do everything you can to ensure happiness…

Agent Experience | 4m read

6 Tips to More Conversational Customer Relationships

February 19, 2019 (April 15, 2019)

Customers who have a positive emotional experience are 6x more likely to purchase from your company again. And, they’re 12x more likely to recommend you to their network. That’s why building conversational customer relationships is so important for your agents….

Customer Experience | 7m read

5 CSAT survey questions to help you understand your customers

5 CSAT Survey Questions to Help You Better Understand Customers

February 15, 2019 (February 25, 2019)

On a recent episode of the Modern Customer Podcast, Managing Director of ACSI, David VanAmburg talked on topics from ACSI’s history to struggling big-box retailers and the newly-inventive supermarkets and drugstores who soared to the top of this year’s satisfaction…

Customer Experience | 4m read

Don't let your money fly away with a low CSAT score

The 5 Business Costs of a Low CSAT Score

February 13, 2019 (February 15, 2019)

Almost half of today’s consumers won’t even think about doing business with you unless you have a four-star rating. Your customers’ ratings affect your potential for new business. But, even worse for your business, your customers’ dissatisfaction and low CSAT…

Industry Insights | 5m read

Customer Retention vs. Customer Acquisition: Why Loyal Customers Pack More Value

February 6, 2019 (February 6, 2019)

Hanging on to your current, loyal customers packs more bang for your buck than acquiring new customers. Research shows that for every cent a company shells out to improve customer service, the ROI is between 34 to 400 percent. And…

Industry Insights | 4m read

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