Beyond Philosophy

FEBRUARY 16, 2015

I’m grateful to my colleague, Richard Vanderveer, for making readers of his blog aware of an insightful report – Return on Word of Mouth, or WOM/ROI – recently issued by the Word of Mouth Marketing Association (WOMMA). How does WOM/ROI vary by business category? Blogs Thought Leadership'

Marketing 398

Marketing Advertising B2C Customer advocacy 398

Eptica

OCTOBER 29, 2021

Author: Pauline Ashenden - Demand Generation Manager The rise of messaging apps has made them a key communication channel for chatting to family, friends, and colleagues. Read the full article here on the blog of our parent company Enghouse Interactive. Tags: messaging, SMS Categories: Best Practice. Share this page on: Tweet.

Customer Service 127

Customer Service Best practices Management 127

Eptica

OCTOBER 15, 2021

Author: Trevor Davies, Head of Products, Enghouse Interactive Many businesses are migrating to cloud-based unified communications solutions (such as Microsoft Teams) and want their related software, such as call accounting, to also be available in the cloud. Share this page on: Tweet. The 4 pillars of a successful customer service strategy.

Accountability 124

Accountability Best practices Engineering Customer Service 124

ChurnZero

DECEMBER 27, 2019

I f ChurnZero were to release a greatest hits compilation of our top content, milestones, and life events in 2019, this blog post would be it. With over 70+ published blogs this year, we whittled down our list to the ten most popular posts from the ChurnZero team and friends. . Top 10 Blog Posts from 2019 .

Chief Customer Officer 64

Chief Customer Officer SaaS B2B Best practices 64

Beyond Philosophy

AUGUST 16, 2017

In our global Customer Experience consultancy, we find most employees fall into one of five commitment categories for employees. Employee Ambassadors are upbeat in their behavior and communication. Positive Loyalists: People who fit in this commitment category have positive feelings about their job. Positive Loyalists.

Consulting 350

Consulting Consulting Employee engagement Customer Experience 350

ChurnZero

DECEMBER 29, 2020

Top 10 Blog Posts from 2020. As a critical cog in customer onboarding, implementation can cause a domino effect of delays and bad impressions if they don’t effectively communicate with Customer Success to transition customers. Top 10 Blog Posts and Other Noteworthy News appeared first on ChurnZero.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

VirtualPBX

SEPTEMBER 19, 2023

In today’s fast-paced business world, staying connected and effectively managing communications is paramount to success. Recognized for our cutting-edge approach, VirtualPBX is changing the way companies approach communication. Cost-Efficiency: VirtualPBX’s plans are not only feature-rich but also cost-effective.

Telecommunications 105

Telecommunications Enterprise Marketing Personalization 105

Totango

DECEMBER 20, 2023

We are delighted to share that Totango was recognized in the G2 Winter 2024 reports for its exemplary performance in the customer success software category. Totango’s high score from G2 users not only underscores our efficient implementation but also sets a best-in-class benchmark for other software in the customer success category.

Enterprise 108

Enterprise Customer centricity Benchmark Upselling 108

Eptica

MARCH 5, 2021

Drawing on a recent webinar with Microsoft, our parent company Enghouse Interactive and Hitachi ABB Power Grids, our latest blog outlines how to understand and build the right hybrid contact centre model for the future. Read the full article here. Share this page on: Tweet. Preparing for the hybrid contact centre.

Analytics 104

Analytics Marketing Customer Service Management 104

Beyond Philosophy

SEPTEMBER 21, 2023

Two Common Pricing Strategies Regarding pricing strategies, most firms engage in two broad categories. From the outside, Everyday Low pricing communicates low prices better. So, if you’re trying to lure people and communicate low prices, Everyday Low pricing probably works better.

Construction 221

Construction Marketing Personalization Management 221

Eptica

MAY 7, 2021

Click here to read the full blog. Categorie(s): Best Practice Microsoft Teams unlocks enormous benefits for your contact centre - from improved collaboration and greater efficiency to seamless remote and hybrid working. Click here to read the full blog. Share this page on: Tweet.

Best practices 95

Best practices Management 95

Toister Performance Solutions

MARCH 11, 2021

The survey consisted of questions grouped into 15 categories, ranging from overall satisfaction to leadership, training, and culture. Bright spots for contact center agents Agents gave their contact centers high marks in several categories. This was another strong category in 2020, showing a 4.6 The survey was conducted in 2020.

Contact Center 123

Contact Center Benchmark Surveys Feedback 123

LiveChat

MAY 25, 2018

4 years ago, I was given the challenge to write my first article for the LiveChat Blog. For the record, LiveChat Blog had a small audience back then and our job was to get traffic to our blog and make it popular. Decide what to write about on your blog. We came up with detailed categories and placed them in the sidebar.

Inbound sales 66

Inbound sales Marketing Personalization Customer Service 66

Eptica

DECEMBER 11, 2020

Author: Pauline Ashenden - Demand Generation Manager Thanks to the pandemic and the spread of technology, video has become a much larger part of how we all communicate. Read the full blog post here on our parent company Enghouse Interactive’s blog. Share this page on: Tweet.

Best practices 66

Best practices Marketing Technology Customer Service 66

Beyond Philosophy

AUGUST 20, 2020

How we share information is affected by the medium that we use to communicate it. This takeaway supports another well-established finding that word-of-mouth communication favors the positive. We can see this concept manifest in customer reviews and advertising response behavior.

Transportation 870

Transportation Surveys Consulting Consulting 870

Totango

SEPTEMBER 22, 2023

We partner with expert vendors across categories in order to support our vision that customer success requires superior alignment across the C-suite to drive business outcomes and customer value.”

Enterprise 113

Enterprise Education Best practices Customer retention 113

Totango

MAY 13, 2022

In this blog, we’ll provide a guide to choosing the right digital engagement platform for your business needs. During the onboarding process, several categories of tools can help you engage customers as they learn how to use your product and encounter frequently asked questions. What to Look for in a Customer Engagement Platform.

Enterprise 103

Enterprise Customer Support SaaS Sales 103

Eptica

FEBRUARY 5, 2021

Our blog explains how you can successfully underpin this change with technology – read it here on our parent company Enghouse Interactive’s site. Reviewing 2020 – our top blog posts from last year. Tags: Quality Management Systems, Unified Communications, Cloud Contact Centre Categories: Trends & Markets.

Cloud contact 72

Cloud contact Quality management Marketing Technology 72

Beyond Philosophy

FEBRUARY 15, 2024

Many emotions exist within those positive and negative categories, too. Like your employees who pick up on words and phrases intuitively, AI will hear signals in customers’ communications, their comments on social media, the number of times they call the call center, the type of call it is, and other details.

Customer emotions 221

Customer emotions Call Center Customer Experience Customer Support 221

Aspect

JUNE 4, 2020

There are five categories of activities firms in the former group incorporate within their activities: Use cloud technology effectively: The capabilities in this category allow contact centers to rapidly adjust their activities to changing customer demand. Contact Center & Customer Experience Management, Aberdeen.

Contact Center 139

Contact Center Average Handle Time Self service Airlines 139

Beyond Philosophy

AUGUST 10, 2023

Another area that might be causing the disconnect is communications. Then, take those responses and sort them into categories. Then, using those categories, they could write specific survey questions for those customers and determine what’s happening there. Expectations matter, too, and these can be relative.

Surveys 195

Surveys Education Sales Personalization 195

Aspect

MARCH 30, 2020

Let me give you some perspective about both of these categories as well as what I would consider the next key operating category – Leadership Continuity. Like many of you reading this blog, we are like ducks in a pond – seemingly calm as we glide across the water, while feverishly paddling below. ed.berndt@aspect.om.

Government 153

Government Contact Center Education Consulting 153

Eptica

MARCH 20, 2020

To find out, read the latest post on our parent company Enghouse Interactive's blog where you can learn how video communications can bring together remote staff, maintain a connected corporate culture and best support them now - and in the future. Read the full post here. Share this page on: Tweet. Keep Your Customers Amazed.

Best practices 72

Best practices Self service Marketing Technology 72

Totango

AUGUST 5, 2021

Strategies for communicating with upset customers can help you retain clients and transform escalations into opportunities. In this blog, we’ll look at some common causes of customer communication problems before presenting four effective strategies for managing difficult conversations. Miscommunications. Technical Problems.

Chatbots 118

Chatbots Best practices Interactive Voice Response Technology 118

Totango

MAY 11, 2021

Match communication strategies to stakeholder roles. Identify stakeholder preferred communication channels. Personalize automated communication. These steps chart a path to communicating the value of your product and brand to your stakeholders, promoting higher engagement and retention. Analyze key stakeholder motivation.

Management 84

Management Best practices Journey mapping Metrics 84

Beyond Philosophy

JUNE 15, 2023

Whatever traits your brand communicates should be something your target customer values. It has to be a personality that matters to your customers, consistent with what they want in that category, and you can deliver on all those things. Brands have personalities. It’s not product features, either, but traits that it conveys.

Banking 363

Banking Construction Accountability Advertising 363

Eptica

OCTOBER 29, 2020

Author: Pauline Ashenden - Demand Generation Manager Collaboration and communication are at the heart of creating a successful, customer-centric business. Categorie(s): Best Practice Trends & Markets Collaboration and communication are at the heart of creating a successful, customer-centric business.

Customer centricity 56

Customer centricity Best practices Marketing Management 56

Quadient

SEPTEMBER 16, 2022

We even have the old blog posts to prove it! Out of the 12 journey mapping platform providers that they deemed "most significant," Quadient is one of only three vendors to make it into the coveted Leaders category. Product line category. Measure business impact.”. Scott Draeger. VP of Customer Transformation. Experience.

Journey mapping 52

Journey mapping SaaS Marketing Analytics 52

Totango

APRIL 8, 2022

Tracks is a simple, modern drag-and-drop tool that enables your team to quickly map out the flow of customer journeys and group customer communications and automations together in a logical way. The post How to Easily Design and Run Your Customer Journey appeared first on Best Customer Success Blog: Articles for Enterprise Growth.

Journey mapping 96

Journey mapping Enterprise Feedback Customer Experience 96

Beyond Philosophy

OCTOBER 26, 2023

It’s a way of creating and communicating value to your customers. Moreover, sometimes Functional Value is critical, even when the brand scores high in another category. These are examples of things that need to come first. Otherwise, you risk having a brand with a clever name and a fantastic logo and not much else.

Banking 221

Banking Consulting Consulting Personalization 221

Hodusoft

MAY 11, 2022

The business communication demands are evolving as most companies are shifting towards remote and hybrid work models. While both have their pros and cons, businesses must evaluate them in light of their requirement to choose the ideal communication solution for their business. Cloud-based PBX has come into the limelight today.

voip 98

voip Analytics industry standards Government 98

Totango

NOVEMBER 27, 2023

Efficient and seamless workflows According to the Forrester report, as sustainable growth becomes a priority, B2B organizations need enhanced workflow automation and digital strategies that leverage customer data to: Customize communications and recommendations. Offer self-service functionalities through community and knowledge centers.

B2B 91

B2B CRM Enterprise Upselling 91

Beyond Philosophy

NOVEMBER 15, 2018

These buyers who carry the more discretely branded bag are not communicating with everyone; just other in-the-know fashion types. These answers would fall into the hidden drivers category. It communicates to me a lot about the construction company and the company that hired them to do the work.

Construction 370

Construction Coaching Customer Experience 370

Call Experts

JANUARY 26, 2023

This blog will dive into why you need an HVAC call center. In that case, the call center could let the customer know when an installer will arrive at their home, so they are only waiting for communication from your business. Before diving into specifics, you must understand the service category.

Call Center 52

Call Center Contact Center Advertising Marketing 52

CX Accelerator

FEBRUARY 3, 2018

There is a plethora of training options available to service leaders who are looking to enhance the communication skills of their agents. This post will introduce you to the basics of DiSC theory; explore how it enhances communication skill for agents, as well as recommending next steps to start using DiSC with your team.

Customer Service 140

Customer Service Construction Coaching Education 140

Totango

JANUARY 19, 2022

Communication : CSMs act as liaisons between the customer and others within the organization, therefore, they need to be good communicators who are able to facilitate the flow of accurate information between all key parties. Here are some tips for how to rock each of these categories and win that dream job.

Management 102

Management Brand ambassadors Enterprise Engineering 102

Customer Service Life

DECEMBER 20, 2023

Image by Gerd Altmann from Pixabay It’s been 10 years since I wrote an article on this blog about the importance of never saying “No” to customers. As I think about things our software can’t do and the quest to find solutions for customers, there are a few categories where it’s particularly valuable to understand our limitations.

Upselling 83

Upselling Contact Center Engineering Banking 83