CSM Magazine

OCTOBER 16, 2023

David Luck, Co-founder and CEO of Capital on Tap Today’s customers demand more from their financial providers. They expect fast, seamless, personalized banking experiences and, above all, exceptional customer service. They’ll even switch if they aren’t happy, as research indicates that 70% of customers under the age of 55 would consider changing banks for an improved customer experience.

Finance 52

Finance Customer Service Education Banking 52

ShepHyken

OCTOBER 16, 2023

Top Takeaways: Building a solid customer experience foundation is essential for all businesses, regardless of their industry or target audience. Andrew shares the four key steps to deliver experiences that lead to customer satisfaction, repeat business, and retention. Get your CX house in order. Break down internal barriers, whether they are human or digital, that hinder the success of customer experience initiatives.

Customer Experience 217

Customer Experience B2C Government B2B 217

Cisco - Contact Center

OCTOBER 16, 2023

With the ever-increasing complexity of technology, organizations must build cybersecurity resilience to stay ahead of the unknown, persistent, and lurking threats. And the threat is growing.

Technology 98

Technology 98

COPC

OCTOBER 16, 2023

During the Execs in the Know Customer Response Summit in Nashville, we reviewed the generational differences in the current frontline workforce, supported by current research conducted by COPC Inc. Senior CX leaders provided valuable input and experiences in this interactive session. We share some of the key highlights from these insightful discussions below.

Transportation 94

Transportation Surveys Technology Contact Center 94

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Cisco - Contact Center

OCTOBER 16, 2023

Cisco announces new Multicloud Certifications focused on connectivity and security to ensure IT professionals have the skills to defend future cyber-attacks – get started with a special deal on Cisco … Read more on Cisco Blogs

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MiaRec

OCTOBER 16, 2023

Adopting a new technology can be intimidating, especially if it represents such a fundamental leap as Artificial Intelligence (AI). Since the introduction of our new generative AI-powered Auto QA and Auto Data Redaction solutions, we have often received the following question: "How out-of-the-box are they, or in other words, how difficult it is to set them up?

Technology 84

Technology Quality management Management 84

Nuance

OCTOBER 16, 2023

… Intelligent patient experiences, part 1: How easy is it to use your patient portal? Read More » The post Intelligent patient experiences, part 1: How easy is it to use your patient portal? appeared first on What’s Next blog.

Healthcare 75

Healthcare 75

Interaction Metrics

OCTOBER 16, 2023

Your CEO has come to embrace customer success! Terrific! And you’ve been tapped to lead a customer experience team. But where should you focus for immediate yet lasting change? Do you need a lengthy class or book on customer experience principles? Nope! Short is sweet, and this brief article gives you a primer on the critical customer experience principles you need for high-impact, laser-focused success.

Customer Experience 62

Customer Experience Surveys B2B Advertising 62

DMG Consulting

OCTOBER 16, 2023

Donna Fluss discusses the three things enterprises should invest in for the 2024 contact center As the end of the year approaches, enterprises are planning Q1 budgets ,and Donna Fluss has thoughts on the top three areas where contact center dollars should be allocated. The post Donna Fluss discusses the three things enterprises should invest in for the 2024 contact center appeared first on DMG Consulting.

Enterprise 62

Enterprise Contact Center Consulting Consulting 62

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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

Surveys

Cisco - Contact Center

OCTOBER 16, 2023

Cisco Automation Developer Days are returning to New York on December 5-6, and registration is now open !

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Concentrix

OCTOBER 16, 2023

Find out how Concentrix + Webhelp is putting employee wellbeing initiatives center stage with our groundbreaking Wellbeing Index.

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Kapta Customer Success

OCTOBER 16, 2023

Do you have a roadmap for Key Account Management excellence? Without a roadmap, you risk getting lost or making a wrong turn. You can’t determine where you are starting, where you are going, and what to do next.

Accountability 59

Accountability Management 59

Cisco - Contact Center

OCTOBER 16, 2023

Few transformational technologies have generated the kind of buzz as Artificial Intelligence.

Technology 75

Technology Management 75

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.

Customer Experience

FluentStream

OCTOBER 16, 2023

In today's increasingly distributed workplaces, small and medium businesses need cloud communication tools that are as mobile as their workforce. Employees, no longer tied to a desk, need the ability to make, receive, and manage calls remotely. Many phone system. Read More The post Manage your small business phone system from anywhere with the new-and-improved FluentStream Admin App appeared first on FluentStream.

Management 52

Management 52

JustCall

OCTOBER 16, 2023

High call volumes can swiftly engulf customer service teams, disrupting structured processes and spawning chaos. This is a persistent issue; over 60% of companies report growing call volumes, a trajectory set to continue. This reality yields longer wait times, ballooning queues, and plummeting customer satisfaction , with many businesses only able to address 37.8% of inbound calls.

Interactive Voice Response 52

Interactive Voice Response Management Wait times Agent burnout 52

FluentStream

OCTOBER 16, 2023

Are you looking for a more efficient way to collaborate with customers or co-workers while traveling or working remotely? Good news: FluentStream has launched the new-and-improved FluentStream Mobile app to provide small business professionals greater efficiency and control of their. Read More The post 9 Ways FluentStream’s Mobile Cloud Communications App Helps Distributed Teams Tap Into Efficiency appeared first on FluentStream.

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Genroe

OCTOBER 16, 2023

Uncover how Manheim leveraged NPS data to launch 110 business improvement projects in 18 months, paving the way for growth in our insightful webinar. The post [Case Study] Turning NPS Into Business Improvement Initiatives at Manheim appeared first on Genroe | Customer Experience | Net Promoter Score.

Customer Experience 52

Customer Experience 52

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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

Self service

FluentStream

OCTOBER 16, 2023

In today's increasingly distributed workplaces, small and medium businesses need cloud communication tools that are as mobile as their workforce. Employees, no longer tied to a desk, need the ability to make, receive, and manage calls remotely. Many phone system. Read More The post Manage your small business phone system from anywhere with the new-and-improved FluentStream Admin App appeared first on FluentStream.

Management 52

Management 52

Genroe

OCTOBER 16, 2023

In this video, Wolters Kluwer Asia Pacific staff, including the CFO/COO, discuss the links they have uncovered between Net Promoter Score data and key business metrics. Video Case Study Transcript Janine Scott (Wolters Kluwer Asia Pacific) So I was tasked with making the commercial connection between our Net Promoter score and some of our measures […] The post [Case Study] A CFO’s Perspective: The correlation between NPS and Growth appeared first on Genroe | Customer Experience | Net

Metrics 52

Metrics Customer Experience 52

FluentStream

OCTOBER 16, 2023

Are you looking for a more efficient way to collaborate with customers or co-workers while traveling or working remotely? Good news: FluentStream has launched the new-and-improved FluentStream Mobile app to provide small business professionals greater efficiency and control of their. Read More The post 9 Ways FluentStream’s Mobile Cloud Communications App Helps Distributed Teams Tap Into Efficiency appeared first on FluentStream.

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CSM Magazine

OCTOBER 16, 2023

When running a successful business, an effective human resource (HR) strategy is non-negotiable. However, many companies, especially small and medium-sized enterprises, might not have the in-house expertise or resources to manage their HR needs optimally. his is where HR consultancy services step in, providing a range of specialized offerings to streamline human resource management, ensuring compliance and efficiency.

Consulting 52

Consulting Consulting outsourcing Employee engagement 52

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

Feedback

JustCall

OCTOBER 16, 2023

The finance sector today cannot be viewed without thinking of technological intervention first. Such is its promise and untapped potential that BCG predicts the FinTech sector will reach $1.5 trillion by 2030. In this guide, we will explore the key issues that plague the FinTech customer experience and understand how to use communication tools to boost Fintech customer retention.

Customer Experience 52

Customer Experience Finance Self service CRM 52

Unymira

OCTOBER 16, 2023

The manufacturing landscape is experiencing a profound transformation, fueled by two decades of rapid disruption. Manufacturing companies need to quickly adapt to become future industrial leaders in this era of technology, automation and supply chain improvements. Knowledge Management (KM) is crucial in transforming customer service, especially in the automotive industry.

Automotive 52

Automotive Customer Service Management Technology 52

JustCall

OCTOBER 16, 2023

Improving healthcare support is a priority for hospitals and healthcare institutions across the board. But the twist is that this ongoing process is increasingly becoming virtual. Unsurprisingly, data predicts that augmented reality and virtual reality in the healthcare market will reach USD 11.3 billion by 2030. Increased digitization in healthcare only means that customers want instant, relevant, and convenient support, specifically for after-hours healthcare services.

Healthcare 52

Healthcare Interactive Voice Response Wait times Abandon Call 52

Help Scout

OCTOBER 16, 2023

In this post, we take a closer look at conversational AI, an area of AI technology now playing a large role in customer support experiences. We cover what it is, how it works, and how it can be used as part of a successful support strategy.

Customer Service 45

Customer Service Customer Support Technology 45

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

Journey mapping

JustCall

OCTOBER 16, 2023

Effective communication is the lifeblood of business. SIP, or Session Initiation Protocol telephony, is a fundamental tool to enable this. The SIP market has grown from USD 14.69 billion in 2022 to USD 16.49 billion in 2023, at a compound annual growth rate of 12.3 percent. Among the reasons for this growth are cost-effectiveness, flexible bandwidth allocation, and the potential for better audio quality.

Best practices 52

Best practices voip Technology Enterprise 52

ShepHyken

OCTOBER 16, 2023

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. What Is Good Customer Service: A Detailed Guide by Salesforce Staff (Salesforce) Customer service is any interaction, online or off, that a customer or prospect has with your company.

Customer Service 31

Customer Service Customer centricity Self service Customer Experience 31

JustCall

OCTOBER 16, 2023

“I need to transfer this call to assist you better. Can I please place your call on hold?” This is an all-too-familiar line often used in customer service. In fact, two out of ten customers are hit with this script (or any of its variations) before their call is transferred. While such transfers can be annoying, they are also unavoidable to some extent.

Customer centricity 52

Customer centricity Contact Center Contact center software Morale 52