Callminer

DECEMBER 27, 2021

Read this blog to learn what patient satisfaction is, why it matters and how conversation analytics can help transform patient experiences.

Analytics 182

Analytics 182

Contact Center Pipeline

DECEMBER 29, 2021

A few years ago, my team wasn’t doing too well. Morale was low, which impacted calls and led to agents not staying too long. So, I started experimenting with different ways to engage team members and show them some appreciation. I’ve learned what works and what doesn’t over the years. However, our call center is […].

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Contact Center Morale Call Center 130

Totango

DECEMBER 29, 2021

Knowing how to build a customer-centric roadmap helps you align your product development with what your clients truly want. This promotes customer satisfaction, benefiting your clients and bringing your business higher retention rates and upsell revenue. In this blog, we’ll look at the keys to building a customer-centric roadmap. First, we’ll consider why being customer-centric with your product development is so important in today’s digitized economy.

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ShepHyken

DECEMBER 29, 2021

One of our loyal subscribers, Darrell Grant, The CXO at Hightower Wealth Advisors, shared a great story that provides an excellent learning opportunity. . Darrell stopped by a local bakery to pick up some treats for a client. There was a longer than usual line, and some of the customers were becoming frustrated. Apparently, the internet was down so they couldn’t ring up sales.

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B2B Customer Service Sales Customer Experience 342

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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

Beyond Philosophy

DECEMBER 30, 2021

Customer satisfaction is at the worst point it has been for 15 years. People want positive experiences, so it’s up to businesses that want them as customers to provide them. However, the old way of doing things is going away, presenting an opportunity to solve these problems differently. Understanding how the customer behaves digitally by combining the power of artificial intelligence (AI), data, and behavioral science is imperative to turn this around.

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Personalization Consulting Consulting Quality management 195

SharpenCX

DECEMBER 28, 2021

You can’t just sell a quality product and expect customer loyalty. In fact, according to studies done by Microsoft, 69% of US consumers say customer service is an essential factor for them to experience brand loyalty. In my own experience, the brands I’m most loyal to have to impress me not only with their product. My favorite brands wow me with their mission, their service, and their overall customer experience.

Customer Experience 128

Customer Experience Feedback Construction Customer Service 128

ShepHyken

DECEMBER 28, 2021

Calming Upset Customers. How Leaders, Managers, and Staff Can Stay Effective During Unpleasant Conversations. Shep Hyken interviews Rebecca Morgan, an international speaker, management consultant, and bestselling author. She wrote the bestseller, Calming Upset Customers that sold more than 250,000 copies. They discuss what leaders and managers can do to help customer service staff manage upset customers and avoid issues in the future.

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Morale Consulting Consulting Coaching 179

Beyond Philosophy

DECEMBER 25, 2021

Did you know that customer satisfaction scores are the lowest they have been in the past 15 years? It’s true, and you can’t blame it all on COVID, although there is some blame to be cast there. Per the American Customer Satisfaction Index (ACSI), only 30 percent of companies tracked by ASCI improved their score; that means 70 percent didn’t, and that’s alarming.

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Personalization Consulting Consulting Customer Experience 195

Contact Center Pipeline

DECEMBER 28, 2021

How to make self-service live up to its promise. Self-service has emerged as a key contact center strategy, both in terms of improving the customer experience (CX) and reducing cost in the contact center. Yet the delivery of self-service still hasn’t lived up to the promise. In today’s digitally centered world, a consumer can order […].

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Self service Contact Center Customer Experience Technology 130

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

SharpenCX

DECEMBER 28, 2021

You can’t just sell a quality product and expect customer loyalty. In fact, according to studies done by Microsoft, 69% of US consumers say customer service is an essential factor for them to experience brand loyalty. In my own experience, the brands I’m most loyal to have to impress me not only with their product. My favorite brands wow me with their mission, their service, and their overall customer experience.

Customer Experience 128

Customer Experience Feedback Construction Customer Service 128

ShepHyken

DECEMBER 27, 2021

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. Expert Shares Tips for Managing Online Reviews by Mike Manges. (10 Missions Media) Before Yelp and Google, if you had a bad experience at a business, you might mention it in passing to your family or friends, promise never to return to the place that mistreated you and then

Customer Service 179

Customer Service Coaching Marketing Call Center 179

Hodusoft

DECEMBER 30, 2021

Top Multi-Tenant IP PBX Features and Benefits to know in 2022. The multi-tenant IP PBX software (Internet Protocol Private Branch Exchange) is a complete communication and collaboration solution for small, mid-size, and large-scale businesses, providing integrated internet-based telephony. They are definitely here to stay, so it’s better to get to know them better. .

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voip Call Logging Telecommunications Interactive Voice Response 119

Totango

DECEMBER 26, 2021

Burnout is a dangerous and costly condition that should not be taken lightly. If you’ve noticed any signs of burnout within your team, it’s important to take action immediately to prevent any long-term consequences to the health of your employees as well as to your organization. Check out these five tips for how to fight burnout and keep your customer success team healthy and effective. . 5 Ways to Fight Burnout.

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Enterprise Personalization Best practices Management 102

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

Contact Center

NICE inContact

DECEMBER 28, 2021

Do you wish you had a crystal ball that would tell you what 2022 has in store for your contact center? We're not fortune tellers, but we do have plenty of insights about what lies ahead.

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Contact Center Customer Experience 93

Provana

DECEMBER 29, 2021

Countless collection agents are guilty of treating consumers as numbers, rather than individuals. They only interact with consumers in a routine, mechanical fashion. The obsession to chase daily targets and using never-changing scripts make them miss the core aspect of any interpersonal exchange – the human touch.

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Scripts Analytics Call Center Customer Experience 98

Quality Contact Solutions

DECEMBER 30, 2021

Sales prospecting is possibly one of the single most vital sales tools to increase your organizational revenue and hit your annual goals. That said, many organizations struggle with prospecting successfully and keeping their salespeople closing big deals. Quality Contact Solutions has extensive sales prospecting experience. As a result, our company generates high-quality sales leads for organizations through our prospecting efforts.

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Sales outsourcing Benchmark Feedback 98

Totango

DECEMBER 28, 2021

Knowing how to fight customer churn is critical for keeping SaaS business models sustainable. The more customers you lose to churn, the more you have to invest in new customer acquisition to maintain your revenue, and the harder it becomes to grow your business. On the other hand, the more customers you can retain, the more revenue you gain from new customers you acquire, and the more your profit margins grow.

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Best practices Benchmark Education Surveys 95

Advertiser: ZoomInfo

One of the biggest challenges for any B2B marketer is understanding your prospects’ next move — who is most likely to buy and when. Without these insights, marketing campaigns can feel more like guesswork, with high investment and little return. We’re here to tell you there’s a better way. By tracking buyers’ digital footprints and online activity, such as website visits, product reviews, and spikes in content consumption, you can engage prospects with a message that really resonates.

Accountability

VirtualPBX

DECEMBER 29, 2021

As we approach the end of 2021, I want to take a moment to thank you for your patronage, reflect on this year, and look ahead to what’s coming in 2022 for VirtualPBX. Whether you are a new customer of ours or one that has been with us since the beginning, I can’t stress how much we appreciate you coming on this amazing adventure with us.

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Nicereply

DECEMBER 28, 2021

We are incredibly thankful you joined us on the ride through 2021. Even though the pandemic continued bugging us throughout 2021, we’ve enjoyed an inspiring year full of quality content that helped thousands of support representatives. Looking back, we published podcasts (23 episodes) and blog posts (228 posts) full of tips and tricks to improve your customer experience.

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Customer Support Benchmark outsourcing Business Process Outsourcing 98

ProProfs Blog

DECEMBER 30, 2021

Market Research Surveys enable businesses to go above and beyond before introducing a new concept into the market. Such efforts amplify the probability of winning amidst fierce competition. However, not every concept thrives. The majority of such endeavors turn out to be failures. . So how do you explore the depths of your target market and take your research to the next level?

Surveys 78

Surveys Marketing Education Feedback 78

NICE inContact

DECEMBER 27, 2021

Training agents to be digitally fluent is a widespread opportunity. To get you started, download "The Ultimate Guide to CX Agents: Hiring, Training, Onboarding, and Measuring Contact Center Agents in a Post-Pandemic Digital World." This eBook is packed with insights from industry experts that will help you optimize your agents' skills.

Contact Center 80

Contact Center Best practices Call Center Management 80

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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

Uniphore

DECEMBER 27, 2021

The IT help desk is becoming an increasingly critical component for the hybrid workforce. However, despite its newfound prominence, many help desks struggle to effectively resolve its employees’ issues. In fact, according to a recent Computer Weekly article, employee confidence in their help desk’s ability to address their needs has dropped to 25 percent.

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Chatbots Engineering Self service Consulting 84

ClientSuccess

DECEMBER 28, 2021

As we reach the end of 2021, customer success teams are hard at work compiling end-of-year reviews for their customers. Whether your team conducts business reviews quarterly, bi-annually, or yearly, preparing well in advance is critical to presenting proactive, well-researched information to your customers. Your CSMs can be more confident and prepared for their upcoming business reviews by following these steps to prepare for customer business reviews: 1.

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ProProfs Blog

DECEMBER 30, 2021

If you are confused about who your customers are and what they really need, psychographic segmentation can help. It divides customers based on their psychological traits – preferences, personality, lifestyle, and beliefs, and gives you a sneak peek of their thought processes. . In this blog, we have covered everything about psychographic segmentation to help you understand your customers better.

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Surveys Brand ambassadors Advertising Marketing 78

Edify

DECEMBER 28, 2021

Last week, I recapped our experience at Customer Contact Week in Las Vegas where I had the chance to talk with contact center and CX leaders whose respective companies span industries, size, and geographies, from major airlines in the U.S. to local governments in Canada. Despite their various differences, the problems they face were all intertwined - simply put, they don’t have the best technologies in place to support their agents and customers.

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Contact Center Airlines Government Technology 77

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

Toister Performance Solutions

DECEMBER 30, 2021

As a customer, do you ever feel like you're stuck in an old-timey comedy routine? My wife, Sally, and I recently had one of those experiences. Ironically, it happened while we were lining up to get into a comedy club. An employee approached us. "You’re in the wrong line," he said. "Get in that line," pointing to another queue of customers. So we dutifully followed his directions.

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Customer Service Airlines Technical Support Sales 71

Outsource Consultants

DECEMBER 27, 2021

Guess what? Some content is not king. In fact, lots of content is hurting your brand. That’s why content moderation has been in the news a lot lately—look no further than Facebook’s congressional hearings in 2021 or littered across popular culture. But what does content moderation mean for you? Content moderation, defined by pre-emptively reviewing UGC (user-generated content) before it is published on your brand’s various digital channels, is no longer just a competitive advantage —it’s table s

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outsourcing Consulting Consulting Technology 67

Knowmax

DECEMBER 29, 2021

The post All you need to know about knowledge management for chatbot functioning appeared first on Knowmax.

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Chatbots Management 98