Totango

APRIL 30, 2021

Comparing the cost of customer retention versus customer acquisition underscores why retaining clients is so important. Here’s how to calculate both kinds of costs and why retention should form part of a profitable business strategy. Calculating the Cost of Customer Acquisition. To compare the cost of customer retention versus customer acquisition, let’s start with average customer acquisition cost (CAC), which tends to be the more expensive of the two categories.

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Customer retention Advertising Engineering Upselling 63

Contact Center Pipeline

APRIL 30, 2021

Contact center staffing and work-from-home (WFH) topics led the blog reading list in April, indicating that centers may soon be ramping up for the post-COVID era. Our top posts share insights and advice on the current challenges of the WFH workforce, as well as trends and issues that will impact contact center recruiting and staffing […].

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PeopleMetrics

APRIL 30, 2021

What does world-class customer experience look like? Take a look behind the curtain. The key lies in how those experiences are designed and managed internally through things like survey design, program configuration, employee engagement and more. In this session, we reveal 5 CX secrets behind the world's best brands and provide real-world examples of how these beloved companies attract, retain and delight loyal customers by taking extra care behind-the-scenes to deliver exceptional customer expe

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VirtualPBX

APRIL 30, 2021

To reach the highest levels of customer satisfaction and loyalty in your call center, you need to monitor and measure metrics and KPIs designed for your business goals. Today, we’re going to discuss five call metrics and KPI reports available for tracking within the VirtualPBX Advanced Call Reports tool that will improve your call operations and offer fine-grained control of your data.

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Eptica

APRIL 30, 2021

Date: Friday, April 30, 2021 Author: Pauline Ashenden - Demand Generation Manager The benefits of building emotional intelligence in your team. Published on: April 30, 2021. Author: Pauline Ashenden - Demand Generation Manager The pandemic and lockdowns have increased the focus on the human side of customer service, and particularly, the need for agents and organisations to develop emotional intelligence skills to meet their own and customers’ changing needs.

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Avoxi

APRIL 30, 2021

Buy Online Get a Free Demo Porting Business Phone Numbers in 2021 Is my number portable? How long does number porting take? Does business number porting cost money? Find everything you need to make it quick, simple, and free to transfer your business phone numbers. Transferring a Business Phone Number to a New Carrier A… The post Porting Business Phone Numbers | 2021 (2021 Number Portability Guide) appeared first on AVOXI.

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SmartAction

APRIL 30, 2021

While there are many different facets to conversational AI, virtual agents, and the technology as a whole, one aspect to recognize when considering and implementing a solution is customer experience. Customer experience (CX) is the impression a customer has of your brand or company. It shapes how a customer sees your brand from the beginning of their journey right down to the end.

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AnswerConnect

APRIL 30, 2021

Don't know where to start when creating content? Here are 5 tips to get started and get over writer's block. The post Creating content and getting over writer’s block. appeared first on AnswerConnect Blog.

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A Better Answer

APRIL 30, 2021

When you’re deep in the weeds, so to speak, running a business and trying your best to get everything done every day, recognizing you need help can be a hard pill to swallow. If you are a business owner feeling overwhelmed, overworked and in need of a break, it’s probably time to bring on help -- a virtual assistant to lighten your load.

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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

ChurnZero

APRIL 30, 2021

BIG RYG: Virtual is back, plus an all-new event for even more content and speakers. Like most events last year, our inaugural industry conference BIG RYG pivoted from an in-person experience to an entirely digital one. While we were?disappointed?we couldn’t bring our peers together at our home base in Washington, D.C.?we didn’t anticipate the enthusiasm from the industry when we announced our virtual BIG RYG.

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Enghouse Interactive

APRIL 30, 2021

The last twelve months have been difficult for everyone working in customer service. As we move forward with new hybrid ways of working, agents, managers and businesses will face fresh challenges. How can they successfully navigate these changes and deliver service that delights customers, while retaining and nurturing staff? The answer is to focus on emotional intelligence, as a recent Call Centre Helper webinar, sponsored by Enghouse Interactive outlined.

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A Better Answer

APRIL 30, 2021

Working remote comes with many benefits for your employees but comes with its own set of difficulties, like drops in communication and confusion in responsibilities.

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Answering services 52

Zappix

APRIL 30, 2021

Retailers are adapting their sales shopping experiences to meet the new digital demand, but business leaders must remember to apply the same digital standard to the post-sale customer experience as well. The pandemic created a priority on digital-first and.

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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

ShepHyken

APRIL 30, 2021

Dhruv Mehta is a Digital Marketing Professional at Acquire , a customer engagement platform that focuses on conversational CX. He writes about using technology to meet the evolving needs of customers and preparing for future disruptions.?. The changing conditions in 2020 redefined how we lived and worked. As businesses struggled with frequent disruptions, customer service teams grappled with increasing call volumes from distressed customers, establishing the importance of empathic customer servi

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SmartKarrot

APRIL 30, 2021

Role: Director of Customer Success, eCommerce Location: Cincinnati, OH, US Organization: Quotient Technology Inc. As a Director of Customer Success, you will lead, enable and empower a geographically dispersed team of Customer Success, eCommerce professionals resulting in superior customer experiences. Evaluate, optimize current and recommend new strategies to grow client business.

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Comm100

APRIL 30, 2021

Social media and customer service have become an integral partner in customer support as social platforms have grown to become a part of most of our daily lives. There are 2.7 billion monthly active users on Facebook and over 1.2 billion on WeChat. Instagram has over one billion, and Twitter has 330 million. But while it’s crucial to offer customer service on your social media platforms, venturing into this space can be a minefield.

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ViiBE Blog

APRIL 30, 2021

Customer service is essential for any business. A negative customer interaction can spread by word of mouth , but so can a positive one. While traditional call centers have existed for decades, they lack some of the features of face to face interactions. As consumers shift their shopping habits online, customer service is also making this transition.

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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

BlueOcean

APRIL 30, 2021

A couple of years ago, we explored the state of omnichannel customer care , recognizing the fact that consumers have more channel options available to them than ever before. We also, as an industry, have exponentially more data and insight about consumer behaviors around these channels. When we wrote that article, we could not have ever predicted a global pandemic and the resulting change in consumer behaviors that pushed omnichannel into the spotlight.

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FluentStream

APRIL 30, 2021

Unified Communications as a Service (UCaaS) is a business communications system that integrates or unifies a spectrum of technologies and channels into a single platform. I know… that’s basically just a big bowl of word soup telecom mumbo jumbo. So. Read More.

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