Wed.Feb 10, 2021

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Principle #5: Customer Service Initiatives Can Lead to Significant Strategic Value

Brad Cleveland Blog

Customer service initiatives have enormous potential to improve customer experience and boost strategic value. For example, customer service can provide the broader organization with powerful insight on customers, products, services and processes. When this information is captured, identified, assimilated and turned into usable knowledge, it can literally transform an organization’s ability to identify and meet customer expectations.

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The Show Starts When the Phone Rings

ShepHyken

You may or may not know that I’m a magician. Some of you may know that I’m also a musician. But today I want to talk about being a magician. Growing up throughout high school and college I performed at parties, corporate events and comedy clubs. That experience in show business gave me the stage chops to start my business as a professional speaker. I share this background to give you some context.

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Understanding and Leveraging Voice of the Customer

Callminer

Read this blog to understand the value of measuring and analyzing voice of the customer (VoC).

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How to Become a More Effective Positive Influence Leader and Inspire Change in Others

CX Global Media

Sean Ryan was put in charge of an engineering team that had more experience than he had been alive. He wanted them to be more focused on the customer, but he could not possibly dictate any decision to them because they were more experienced than he was. Not really knowing what he could bring to the table, Sean tried to figure out what value that he could bring to the team, and he realized that if he could create space for them from the bureaucracy within the company, then they would be able to p

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The 2023 Verint Experience Index: Retail

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

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The Rocket Man and a Watershed Year

Contact Center Pipeline

For those of you expecting an introductory dissertation on Elton John’s song “Rocket Man” from the 1972 album Honky Chateau, or even a review of the 2019 biopic movie about the life of Elton John, not coincidentally called “Rocket Man,” my apologies. The Rocket Man reference in this column dates back to my column in […].

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A culture of diversity where everyone feels welcome, heard, and valued

Nuance

It is easy for a company to say it prioritizes and celebrates inclusion and diversity, but it’s another thing entirely to actually walk the talk. Our employees are the reason Nuance is such an incredible place to work, and it is the multitude of our voices and differences of our opinions, perspectives, and experiences that [.] The post A culture of diversity where everyone feels welcome, heard, and valued appeared first on What’s next.

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7 Step Customer Success Strategy for Higher Lead Conversion and Customer Retention

Totango

A customer success strategy is a proactive plan for guiding your clients to outcomes that satisfy their needs. When your customers enjoy more value, your product adoption rates rise and customer retention rates go up. This promotes success for your company as well as your customers. In this guide, we’ll lay out a seven-step customer success strategy you can use to promote winning outcomes for your clients: Prioritize a culture of customer success.

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The importance of excellent communication at the workplace

Spearline

Before 2020 came to a close, Colm Condon, a Human Resources consultant of OD&C Advisory Services , joined Kees and Josh on a podcast. He spoke about the different ways that businesses have had to adapt in order to survive, such as providing the right tools for remote agents, and how important it is for managers and supervisors to have regular contact with their staff.

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Talkdesk for Salesforce provides relief and recovery with industry solutions

Talkdesk

Talkdesk for Salesforce can help financial institutions and healthcare providers relieve friction in the COVID-19 relief process. Two major—and positive—developments around the pandemic have jammed up customer service channels. Between the COVID-19 vaccination rollout and round two of the Paycheck Protection Program (PPP), call volumes have spiked for healthcare providers and financial institutions.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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20 motivational customer service quotes

GetFeedback

From customer service to customer satisfaction and loyalty, here are 20 quotes to motivate you to deliver a great customer service experience.

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The ROI of Adding Contact Center Performance Management to your Agent Retention Strategy

NICE inContact

Do you ever feel like you’re running a cost center rather than a contact center? Without performance management you may be experiencing high attrition rates and training costs, or low productivity and engagement rates, which can make the contact center feel like a necessary evil – rather than the true value-added function it is.

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6 tips for building better customer relationships at scale in 2021

GetFeedback

SurveyMonkey's CX leaders share trends and advice for providing support at scale.

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Macro 4 Launches Out-of-the-Box Customer Self-Service Portal for Fast-Tracking Digital Initiatives

CSM Magazine

Macro 4’s new out-of-the-box self-service portal caters to rising demand from companies that are fast-tracking digital initiatives. . Macro 4 , a division of UNICOM ® Global , has launched an out-of-the-box self-service portal that companies can set up within days to give their customers secure online access to information and documents relating to their customer journeys.

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The Open CCaaS Advantage Report

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.

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U-tron Makes Space For Messaging

Quiq

Share This Story Space. Not the vast, final frontier kind. We’re talking about the high demand, short supply, revenue generating variety that you find in New York, New Jersey, and California. When space is limited and parking is an absolute necessity, that can be a problem. That’s where U-tron comes in. U-tron’s technology is a fully automated parking solution that saves space and reduces costs, while opening the doors to additional amenities.

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IT Alarm Management - important requirements and recommendations for action | USU Software

Unymira

IT organizations of large companies are faced with 5 critical and about 80 less critical alarm messages daily. These are many minor and a few but central IT malfunctions. The latter ones may be business-critical, e.g. the outage of an online banking service. The current Gartner Hype Cycle ITSM, 2020, that annually presents the most important developments and tools on the IT Service Management (ITSM) market, underlines the increasing importance of IT Service Alerting (ITSA).

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Black History Month: Recognizing the Unheralded Contributors Then & Now

Sykes

As we enter a month dedicated to the history of Black people and their known —and sometimes hidden — accomplishments and contributions, it’s an honor to introduce or reacquaint you with one of history’s mostly unknown heroes. While this year marks a time of unprecedented social and civil challenges, it also makes way for reflection on the contributions those of African descent have made and are continuing to make in times such as these.

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U-tron Makes Space For Messaging

Quiq

Share This Story Space. Not the vast, final frontier kind. We’re talking about the high demand, short supply, revenue generating variety that you find in New York, New Jersey, and California. When space is limited and parking is an absolute necessity, that can be a problem. That’s where U-tron comes in. U-tron’s technology is a fully automated parking solution that saves space and reduces costs, while opening the doors to additional amenities.

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The Truth About Customer Journey Mapping

Speaker: Dave Seaton, CEO of Seaton CX

Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.

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Guest Spot on Rob Barlow's Unleash The Potential Video Podcast

Jon Arnold

Toronto-based Rob Barlow produces a video podcast, and last week he had me on as a guest. Rob is a long-time telecom/tech veteran, and we’ve been recently exploring ways to work together locally. Even though I’m based in Toronto, I’m less well-known in Canada than the US, so Rob asked me to explain a bit about my practice. Otherwise, we talked about how the varoius technologies I follow are shaping not just the world of work, but our daily lives.

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How to Use Instagram to Boost Service and Satisfaction for Customers

CSM Magazine

In modern business strategies, social media play a huge role, as for startups, as for established brands. Instagram in particular, is one of the most comfortable and useful spaces for developing a business. The secret of success lies in the ultimate connection that is grown between consumers and brands. Instagram can be an instrument not for promotion solely, but for communication with the clients as well.

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Cincom® and CRM Dynamics Announce Partnership

Cincom

Companies Join Forces to Deliver a Better Way to Configure, Price and Quote Complex Products and Services. Cincinnati, OH (February 10, 2021) – Cincom Systems, Inc. , a global supplier of enterprise software solutions, announced today that it has entered into a partnership with CRM Dynamics to implement CPQSync by Cincom. CRM Dynamics is one of the largest Gold Certified Microsoft Dynamics 365 partners serving clients across the globe.

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Zappix Sees Continuous Demand for Digital Self-Service to Begin 2021

Zappix

Zappix has launched multiple new implementations of its services already in 2021, with other customers signed on to launch in the next couple of months. The market demand for digital transformation has pushed Zappix solutions like Visual IVR into the forefront of.

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Decoding the Call Labeling and Blocking Process

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

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Stay Tactically Astute with Evolved Back Office Support Services

Back Office Centers

With time, business tactics have changed a lot. Every entrepreneur has his business acumen, and accordingly, it implements tactics that are the most suitable. But there are certain strategies that become common across all businesses. In the present, back office support services are the common denominator amongst every business owners’ mind. A good decision on this front can simplify your work and raise the level of performance.

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Announcing GetFeedback’s integration with Salesforce Commerce Cloud

GetFeedback

Seamlessly connect feedback data with Salesforce data to gather and act on insights that improve online customer experiences and drive business results.

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Feb 10 – Customer Success Jobs

SmartKarrot

Role: VP, Customer Success – AMERICAS Location: Fairfax, VA, US Organization: Daon As a VP Customer Success, you will ensure profitable delivery of customer deployments and consulting projects. Identify new sources of consulting services revenue. Correspondence with the customer on project status, issues, risks, changes to requirements, customer satisfaction.

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Customer Service Data is the Nucleus of Your Contact Center: How to Use Data to Inform your Decision Making for Standout Service This Year

SharpenCX

About 66% of customers faced problems with the products or services they purchased in 2020. And, nearly two-thirds of that camp felt rage over the issue that popped up or how it was handled. What’s more? Customers who had breakdowns in their interactions rose 10% over 2019 according to The National Customer Rage Study. As customers grow restless to get the customer journey they expect, how can you help solve their growing list of grievances?

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Customer Experience Management: Optimizing Your Strategy for Financial Success

Speaker: Diane Magers, Founder and Chief Experience Officer at Experience Catalysts

In the world of business, connecting the dots from experience to financial impact is an essential skill. Transforming customer engagement, Voice of Customer (VoC) insights, and Journey Maps into tangible financial outcomes poses a significant challenge for most organizations. To gain buy-in from the C-Suite and key stakeholders, it’s crucial to illustrate how Experience Management translates into clear, measurable business results.

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Should You Outsource Your Customer Success? All You Need to Know

SmartKarrot

The basic idea that gives rise to outsourcing is when businesses deem a function less important and can be executed elsewhere rather than in-house. There are various reasons behind that. With customer success being a new function and companies not prepared for it, outsourcing it might seem like a wise decision. But will it help in the long run? Let’s explore that in detail.

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3 Technologies Contact Centers Need in 2021

Upstream Works

As 2021 unfolds, the stakes have never been higher for contact center leaders to invest in the right technologies. Many contact centers still struggle with the limitations of legacy technology and premises-based systems, and the disruption from COVID-19 has intensified the urgency to modernize. When it comes to strategizing which technologies to adopt, there are many layers to consider.

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The Role of IT in Buying a VoIP Solution

aircall

The role of IT when it comes to buying a VoIP solution is a pretty major role. Investing in technology is a necessity for today’s businesses. VoIP phone systems are more cost-effective than traditional PBX phone systems, and they provide many additional benefits for SMBs as well. . VoIP phone systems are easy to install and to maintain. What’s more, a VoIP phone system offers greater functionality than a traditional business phone system because it works in tandem with many of the tools your sal

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