Avoxi

JULY 17, 2020

Oh, no! Another caller just dropped off. Call abandonment is the bane of existence for those who manage call centers and yet, it happens more than it should. You can gain valuable insight into your call center’s performance by analyzing your call abandonment rate. It’s a KPI that managers take seriously, especially when measuring customer… The post 6 Tricks for Reducing Abandoned Calls in Your Call Center appeared first on AVOXI.

Abandon Call 62

Abandon Call Call Center Abandon rate Management 62

Ameyo

JULY 17, 2020

Digital is the future! The digital shift from an email only world to the inclusion of Instagram as a messaging channel for customer service is bringing in new ways for businesses to interact with customers. According to a study by Statista, “More than half of the global Instagram population worldwide is aged 34 years or … Instagram Customer Service Platform for E-commerce Industry Read More » The post Instagram Customer Service Platform for E-commerce Industry appeared first on Ameyo.

Customer Service 78

Customer Service Contact Center 78

TeleDirect

JULY 17, 2020

Read enough articles about call center platforms and customer service systems nowadays, and it would appear that robots – in the form of integrated automated response applications, including chatbots – are primed to replace humans as the preferred mode of contact. But is that really the case? Let’s take a typical customer outreach scenario. A client isn’t completely satisfied with the product they bought.

Call Center 93

Call Center Chatbots Business Process Outsourcing outsourcing 93

Contact Center Pipeline

JULY 17, 2020

The Customer Experience Professionals Association (CXPA) defines an outstanding CX practitioner as someone who “inspires excellence in all aspects of the CX discipline and elevates everyone involved to a new level.” Speaking with Ian Stokol, CCXP, Senior CX Manager in the Strategic Marketing and Communications Team at Monash University, gave me a very clear picture […].

Marketing 147

Marketing Customer Experience Management 147

Advertisement

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

ShepHyken

JULY 17, 2020

284

284

Concentrix

JULY 17, 2020

As we continue our efforts to keep you informed of the COVID-19 situation across the globe, India, The Philippines and Australia amongst others report new daily outbreaks. The UK continues with reopening plans and a return to normality by Christmas, while the United States remains the worst hit country and issues mask regulations as cases continue to rise.

62

62

Advantage Communications

JULY 17, 2020

Are you looking to ramp up your customer service with the help of an outsourced contact center ? If so, your business is going to need to create a formal request for proposal (RFP).

outsourcing 59

outsourcing Contact Center Customer Service 59

Concentrix

JULY 17, 2020

Learn how messaging can benefit your mortgage business and its customers. The post XP Messaging for the Mortgage Industry appeared first on Concentrix.

62

62

Ameyo

JULY 17, 2020

Muthoot Group, the largest gold loan provider in India as well as around the globe, has launched its new product Loan@Home to provide customers with the comfort of applying for gold loans from their homes. Muthoot has selected Ameyo’s Video KYC Solution to quickly onboard customers and perform their Know Your Customer process online. The … Muthoot Launches Loan@Home Service using Ameyo’s Video KYC Solution Read More » The post Muthoot Launches Loan@Home Service using Ameyo’s Video KYC

59

59

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

ChurnZero

JULY 17, 2020

This is a guest blog post by Irit Eizips , Chief Customer Officer and CEO of CSM Practice. . It is cheaper to keep a current relationship in place than to lose a client and have to secure a new one. Keeping a renewing client allows you to increase your Customer Success team’s efficiency and grow your SaaS business. Fortifying relationships with existing clients can make your revenue-generating efforts more fruitful and can help boost your end goal.

Sales 59

Sales Chief Customer Officer Upselling Accountability 59

Maru Group

JULY 17, 2020

In this final installment of the Maru/Matchbox Pet Care Pod, Erica Ruyle, SVP of Qualitative Insights, once again joined me to talk through the last of a two part episode on areas of growing spend in pet care. Specifically, where pet owners are splurging. With the last episode focused on splurging across treats, toys, and other at home care, we opened episode 5 with a quick chat around developing channel dynamics in the pet space.

Healthcare 52

Healthcare Coaching Education Personalization 52

NUSO

JULY 17, 2020

NUSO has been recognized as a 2020 Communications Solutions Product of the Year Award Winner by TMC, a global, integrated media company, for two category achievements: Real-time Provisioning Management Portal and SIP Trunking Expansion Program.

Management 52

Management 52

Maru Group

JULY 17, 2020

In this final installment of the Maru/Matchbox Pet Care Pod, Erica Ruyle, SVP of Qualitative Insights, once again joined me to talk through the last of a two part episode on areas of growing spend in pet care. Specifically, the behavioral science behind where pet owners are splurging. With the previous episode of our pet care podcast focused on splurging across treats, toys, and other at home care, we opened episode 5 with a quick chat around developing channel dynamics in the pet space.

Healthcare 52

Healthcare Coaching Education Personalization 52

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

Jon Arnold

JULY 17, 2020

If you’re following the UK-based UC Awards 2020 , you’ll know today is a big day. The shortlist has been announced, with the top 3 finalists in all 12 categories being named. The winners will be announced on July 30, so that’s the next big date to watch for. I’m one of the judges for fhis year’s UC Awards, and now we get to see the results of our efforts.

Contact Center 52

Contact Center 52

5CA

JULY 17, 2020

Gaming has been one of the few beneficiaries of the Covid-19 coronavirus pandemic. Global quarantine and stay-at-home orders preventing people from traveling, commuting, and socializing has resulted in a boom for the gaming industry. Maximize the value of your VIP players and discover how work from home (WFH) support helps you add more value to your gaming whales.

52

52

inSided

JULY 17, 2020

In Episode 6 of The inSide Scoop, we talk to Luiza Dr?ghicean , Community Manager EMEA at UIPath —leading RPA software company & Romania’s first unicorn! Let's learn more about UIPath’s staggeringly successful global community approach and some of the brilliant engagement strategies they are applying. Don't want to listen this time? We've got you—check out the handy transcript of this interview below.

Management 52

Management 52

C Space

JULY 17, 2020

Password Protected. To view this protected post, enter the password below: Password: Submit.

52

52

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

SmartKarrot

JULY 17, 2020

Source. In any SaaS organization, there are many metrics they consider to measure their business growth. Those metrics help them identify the gaps and growth opportunities in their business. Once they find them, it becomes easier for them to create strategies for further enhancement of their processes. One such metric that is widely used in SaaS companies is customer lifetime value.

SaaS 10

SaaS Feedback Metrics Surveys 10

C Space

JULY 17, 2020

Password Protected. To view this protected post, enter the password below: Password: Submit.

52

52

SmartKarrot

JULY 17, 2020

Role: Customer Success Manager Location: Santa Clara, US Organization: Lean Data As a Customer Success Manager, you’ll have to ensure that the customers are continuously receiving and recognizing value from Leandata. Monitor customer usage data, health indicators, renewal dates and growth opportunities. Ensure that the customers achieve the outcomes by partnering with Leandata.

Upselling 10

Upselling Accountability Customer retention Enterprise 10

Wowdesk Blog

JULY 17, 2020

In the initial stage of your business, a single inbox can work just fine for you but as success begins to show up, you will be flooded with hundreds of emails per day that you might not even have time to respond. Some will be from satisfied customers and most of them from the dissatisfied ones. Furthermore, requests for calls, live chat messages, or comments will all become too overwhelming for you to handle.

Personalization 52

Personalization Customer Support Customer Service Customer Experience 52

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.

Feedback

SmartKarrot

JULY 17, 2020

Most of the SaaS businesses now realize the value of having a well-equipped customer success manager and team to root the evolving success of their company. Satisfied clients are beaming with renewals and expanding the base, ensuring steady growth in the financial facets. In such a case, the topic of customer success manager salary is like a coffee bean that everyone eyes to spill.

Management 10

Management Upselling Customer retention SaaS 10

Spearline

JULY 17, 2020

With confirmed Covid-19 cases now exceeding 13 million across the globe, Spearline continues to monitor its impact on global telecoms infrastructure. Initially as people moved to a working from home model there were concerns that broadband and telecoms networks would not be able to cope with the increased demand. However, evidence shows that both have risen to the challenge and are coping well.

52

52