Top 5 Must-Attend Customer Success Conferences in 2021

SmartKarrot

Hence we thought it would be a great deal if we could list out the top 5 customer success conferences you can attend in 2021. Location: Sundance, Utah Date: February 9-12, 2021. The 5th Annual CS100 Summit will be held on February 9-12, 2021 at the Sundance Mountain Resort.

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2021 Budget Planning: 3 Reasons Why a Customer Success Platform Needs to Be Included

ClientSuccess

2021 Customer Success Planning. Now that we are (unbelievably) in Q4, many SaaS organizations are finalizing their 2021 budget planning strategy. Here are three reasons why a customer success management platform needs to be part of your 2021 budget planning: 1.

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Predictions 2021: It’s All About Empathy, Digital, And Virtualizing Customer Care

Forrester's Customer Insights

Learn how customer service will evolve in 2021. The purpose of customer service is no longer just to alleviate run-of-the-mill inconveniences; it is to provide fundamental and necessary services for consumers devastated by the COVID-19 pandemic.

Top 10 Must-Attend SaaS Conferences in 2021

SmartKarrot

Top 10 SaaS conferences in 2021. SaaStr Annual 2021. For the year 2021, if things go as per the plan, then the dates are expected to be Feb 2-4. Slush 2021: 19th – 20th November 2021. SaaS Monster: 21-24th June 2021 in Toronto, Canada.

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Top 30 Customer Service Facts and Statistics for 2021

SmartKarrot

The post Top 30 Customer Service Facts and Statistics for 2021 appeared first on SmartKarrot l Comprehensive Customer Success. Getting a hold of some quick customer service facts and statistics is going to give you a better picture of the customer success niche.

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Top 10 Customer Success Trends For 2021

SmartKarrot

But this time, in 2021, we do have to be extra cautious, owing to the unprecedented times. With the digital transformation taking place in the market, the smart usage of technology will be another important factor to look at in 2021. Personalization is going to be the most outstanding trend in 2021. The post Top 10 Customer Success Trends For 2021 appeared first on SmartKarrot l Comprehensive Customer Success.

DMG Consulting Releases 2020 – 2021 Interaction Analytics Product and Market Report

DMG Consulting

DMG Consulting Releases 2020 – 2021 Interaction Analytics Product and Market Report. What: Releases 2020 – 2021 Interaction Analytics Product and Market Report. 7/23/2020. IA proves essential during COVID-19 for customer insights and employee oversight.

The Future of Omnichannel Starts Today: 4 Omnichannel Strategies that Will Help You Stay Ahead of the Curve in 2021

SharpenCX

By the end of 2021, industry leaders expect mobile phones will make almost 73% of eCommerce sales. Consider these tech and contact center trends in 2021. This year hasn’t gone as anyone expected (biggest understatement right there).

DMG Consulting Releases 2020 – 2021 Workforce Management Product and Market Report

DMG Consulting

DMG Consulting Releases 2020 – 2021 Workforce Management Product and Market Report. What: Releases 2020 – 2021 Workforce Management Product and Market Report. Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2020 – 2021 Workforce Management Product and Market Report. 4/8/2020. New-gen WFM takes staffing and service optimization to the next level.

Let's go back to the future--it is time to start planning now for customer service in 2021

Ian Jacobs

In Forrester's new report " Plan Now For Customer Service in 2021 ," we assess and evaluate five developing customer service technologies according to their potential impact on the customer service experience in the year 2021. This a guest post by Meredith Cain , a Research Associate on the Application Development & Delivery (AD&D) team. Let's take trip back to 1989. One of the big movies of that year was "Back to the Future: Part II."

Let’s go back to the future–it is time to start planning now for customer service in 2021

Ian Jacobs

This a guest post by Meredith Cain, a Research Associate on the Application Development & Delivery (AD&D) team. Let’s take trip back to 1989. One of the big movies of that year was “Back to the Future: Part II.” ” One of the great things about that movie was its view of the future—or, because so much […]. application development & delivery augmented reality

How to Apply Predictive Analytics to Post-COVID Recovery, Part 1

Contact Center Pipeline

Many of us would like nothing better than to simply fast forward to 2021 or beyond. We are now into the final quarter of a year that will surely be remembered as one of the most chaotic in history. But how to get there?

8 FREE customer service classes on LinkedIn Learning!

Myra Golden

Eight classes FREE through March 2021. Up your customer service game! Show your boss you’re proactive. Opportunity.LinkedInLearning.com. Customer Experience Design

Work-at-Home vs On-Premise Call Center Agents – A Comparison

CustomerServ

With Q4 and 2021 approaching fast, we must ask ourselves: Thought LeadershipThe decades-long debate comparing work-at-home vs. on-premise call center agents is a front-and-center topic today.

What’s New With Guru: Facilitating Better Cross-Company Knowledge Sharing

Guru

With companies like Slack and Facebook working from home until Summer 2021 , and Shopify and Twitter working from home indefinitely , the challenges that accompany remote collaboration aren’t going anywhere anytime soon.

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Preparing Your Team for an Uncertain Future

ChurnZero

Sadly, between the COVID-19 pandemic, global economic instability, and political challenges, accurately planning for 2021 is tough. I’ve shared our checklist for 2021 planning , but there are some other tactics you can use to plan for various scenarios that may come into play next year.

How Has COVID-19 Affected Call Center Agent Turnover?

Fonolo

Contact center executives who have already submitted their 2021 budgets won’t be surprised to hear this news: you’re getting less money next year. How Will COVID Impact Contact Center Agent Attrition in 2021?

COVID-19 Global Update Sept. 21 – Sept. 25, 2020

Concentrix

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The Race For Location Accuracy

MicroAutomation

The race for location accuracy to 2021 is on! Back in 2015, the FCC passed a rule requiring carriers to deliver more accurate location data for 80% of calls by 2021. What seemed to be a pie in the sky is slowly becoming a reality. US regulators caution that 10,000 lives could be saved each […]. Blog 9-1-1 Next Gen Solutions Advanced Mobile Location AMI ESINet Migrate to Next Generation 9-1-1 Next Generation 9-1-1 Solutions NextGen 9-1-1 Solutions NG9-1-1 Public Safety

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The Race For Location Accuracy

MicroAutomation

The race for location accuracy to 2021 is on! Back in 2015, the FCC passed a rule requiring carriers to deliver more accurate location data for 80% of calls by 2021. What seemed to be a pie in the sky is slowly becoming a reality. US regulators caution that 10,000 lives could be saved each […]. Blog 9-1-1 Next Gen Solutions Advanced Mobile Location AMI ESINet Migrate to Next Generation 9-1-1 Next Generation 9-1-1 Solutions NextGen 9-1-1 Solutions NG9-1-1 Public Safety

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COVID-19 Global Update June 4, 2020

Concentrix

Tokyo considers simplifying the 2021 Olympics while Spain ponders reopening soccer stadiums. As we continue our efforts to keep you informed of the COVID-19 situation across the globe, current U.S. jobless claims surpass all prior records. Philippines testing capacity has reached 42,000 per day. The following is a roundup of key events that have happened around the world in the last. The post COVID-19 Global Update June 4, 2020 appeared first on Concentrix. Global Update

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Is Cyber Recovery the New Disaster Recovery?

ConvergeOne

In 2021, it is expected that it will be every 11 seconds. Recently, I read an article that an organization gets hit by ransomware every 14 seconds. That is a very sobering statistic. Consequently, there is not one day in the life of an IT person that the subject of ransomware goes unmentioned or undiscussed. Today alone, I had two meetings with customers who wanted to talk about Cyber Recovery.

What I Wish Everyone New About Why Calls Go Longer Than We Want (Contact Center Call Control)

Myra Golden

Now through March of 2021, you can access my class at no charge. Yesterday I sat down with author, consultant, and trainer, Jeff Toister, to discuss a familiar problem customer service professionals grapple with in contact centers – conversation control. Jeff recorded our discussion, and you can view it here to discover a surprising reason why your calls are taking so long. Continue the Conversation with Me?

Ameyo- A Certified Great Place to Work | The Journey

Ameyo

Great Place to Work® has released the list of certified companies for the FY April 2020- March 2021 and Ameyo has created its space in the certified mid-size organizations. It was indeed a great experience to lead the GPTW certification process and I am honoured to share my experience of this journey. Ameyo had conducted … Ameyo- A Certified Great Place to Work | The Journey Read More » The post Ameyo- A Certified Great Place to Work | The Journey appeared first on Ameyo.

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5 Top Customer Service Articles For the Week of October 19, 2020

ShepHyken

37 Customer Experience Statistics You Need to Know for 2021 by Toma Kulbyt?. Each week I read a number of 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 Voice of the Customer and What Does it Mean for Customer Experience? by Scott Clark.

The Race for Location Accuracy

MicroAutomation

The race for location accuracy to 2021 is on! Back in 2015, the FCC passed a rule requiring carriers to deliver more accurate location data for 80% of calls by 2021. What seemed to be a pie in the sky is slowly becoming a reality. US regulators caution that 10,000 lives could be saved each year if the 911 emergency dispatching systems were able to get to callers one minute faster.

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How E-Commerce Contact Center Can Deliver Better Customer Support

Ameyo

trillion in sales by the end of 2021. According to statista, E-Commerce will reach $4.88 And 67% of millennial are using an online platform to do shopping. E-commerce has seen a rising boom in the market ever since it has evolved and continues to be the first priority for customers. Organizations are looking for a […]. The post How E-Commerce Contact Center Can Deliver Better Customer Support appeared first on Ameyo. contact center software e-commerce

Part 1: Enabling Collaboration of Customer Support Teams in Remote Environments

Team Support

Now, the majority of North American employers expect that most of their furloughed workers will not return to work until the end of the first quarter 2021, according to the Society for Human Resource Management ( SHRM ).

The Versatility of Video: 4 Unexpected Ways Video Helps Your Business

ConvergeOne

Even more staggering, Cisco predicts that by 2021, video will account for 82% of total consumer Internet traffic. In recent years, consumers have increased their engagement with video. HubSpot found that the average user watches 1.5 hours of video content a day, with 15% of users watches more than 3 hours of video daily. The bottom line is that your customers, prospects, and employees are spending a great deal of time interacting with video.

The State of the Contact Center in 2020 | Industry Report

Fonolo

Next month, we will build on these insights in our annual Contact Center Trends Report for 2021. And if you download this report today, we’ll put you on a priority list to receive the 2021 Trends Report before anybody else.

2020 Call Center Trends in Q4

TeleDirect

Look for cloud-based infrastructure to drive call center performance well into 2021 and beyond. 2020 has certainly been a year to remember.

Webinar: See What?s New with Aspect? Workforce Management?

Aspect

Plus, get a sneak peek at what will be available later this year and in 2021. . Aspect Workforce Management ( WFM ) has been a leader in the contact center workforce management industry for decades and we plan to keep it that way. In July, w e ’re releasing version 20 of our flagship WFM solution. Full of powerful new features, it will make the job of the workforce planner and the employee even easier and more efficient — especially in the w ork- f rom- h ome environment. .

The Truth About Digital Experience Architecture

Topdown

February 11, 2019) predicts that through 2021, 85% of the effort and cost in a digital experience platform (DXP) program will be spent on integration. Gartner’s latest Magic Quadrant for Digital Experience Platforms [paywall] (Gartner, Inc., That’s partly because Gartner has refined its definition of a DXP, i.e., it is not a monolithic product from a single vendor anymore.

Guest Post: Now is the Time to Implement Effective Ways to Gain and Retain Customer Loyalty

ShepHyken

It will be 2021 before one can see any improvement. This week we feature an article by Rakshit Hirapara , a content marketer at LoyaltyXpert. He shares different strategies businesses should implement during a world crisis in order to gain and retain customer loyalty. COVID 19 is proving to be like an earthquake. Its tremors are changing the World’s economy and the way you work and do business. As it is, India’s economy was in a downward spiral with growth touching 4.7%

[INFOGRAPHIC] The Modern-Day Travel Agent

Working Solutions

An independent report by Phocuswright found that travel agency sales are slated to increase by 13% between 2017 to 2021. Is your first thought that travel agents are outdated–and anything but modern? In fact, the truth is just the opposite. Working Solutions wanted to take a deeper dive into this growing and more sophisticated market […]. Call Center Outsourcing call center travel

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Introducing ‘Love2shop Contactless’ the B2B Gift Card That Rewards Staff and Customers Digitally

CSM Magazine

“Going forward in 2021, we believe there are significant opportunities to satisfy increasing customer demand for digital rewards and personalised incentives.

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Guest Blog: Thank Your Customer With Actions Not Words

ShepHyken

Gartner predicts that , by 2021, CRM will be the largest enterprise software in spending revenue. This week we feature an article by Ashwini Dave who writes about how important it is to show your customer’s appreciation in order to retain their loyalty. Organizations are irrelevant without customers. They are the major reason why you are in business. Data from NewVoice Research revealed that 53% of customers switched brands because they felt unappreciated.

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IVAs Role in Delivering a Great Service Experience

DMG Consulting

For a detailed analysis of the IVA market and for assistance in selecting the right IVA partner, see DMG’s 2020 – 2021 IVA Product and Market Report. IVAs Role in Delivering a Great Service Experience.

Capitalizing on the Customer Experience

Cincom

The collective activities of the business world truly make the customer experience one of the top imperatives for 2021 and beyond. Improving Customer Experience: Moving from Ideas to Actions.

3 Methods to Capture the Promise of Technology in Call Center BPO Offerings

TechSee

Gartner reports that the worldwide customer management BPO market is expected to grow at a compound annual growth rate (CAGR) of over 5.2% (CAGR 2016 through 2021). By 2021, Gartner estimates the market will increase in size to approximately $46 billion.