Satrix Solutions

NOVEMBER 2, 2020

Every company faces some degree of churn. To combat this, companies turn to existing customers for upsell / cross-sell opportunities to offset lost revenue from downgrades or cancellations. Venture capital and private equity firms are particularly interested in expansion revenue as a means of growth and are paying close attention to a company’s Net Negative Churn rate as an important indicator of happy customers which lend to increased revenue predictability.

Upselling 78

Upselling Metrics B2B Sales 78

HelpCrunch

NOVEMBER 2, 2020

72% of companies say that improving customer success is their top-of-mind priority. For every complaining client, there are 26 who remain silent when they experience problems with a product and don’t contact a support team. [ … ]. The post 6-Step Process to Turn Your SaaS Customer Support into Customer Success appeared first on HelpCrunch blog.

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SaaS Customer Support Customer Service 118

TELUS International

NOVEMBER 2, 2020

Consumer behavior continues to evolve. Discover how retailers are embracing this shift and promoting a more digital shopping experience this upcoming holiday season.

Best practices 94

Best practices 94

Virtual Live Labs

NOVEMBER 2, 2020

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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.

Edify

NOVEMBER 2, 2020

Let’s start with an all-too-common scenario: Customers rank our company’s new product a 9 out of 10 overall. The executives are hurriedly bringing out the champagne. Exciting! But… wait a minute. Customers are increasingly complaining on Twitter, and returns are quickly skyrocketing. That doesn’t line up with our survey results. What happened? What went wrong?

Surveys 73

Surveys Feedback Customer Experience 73

ClientSuccess

NOVEMBER 2, 2020

As SaaS organizations and their customers slowly but surely get used to the ‘new normal’ that 2020 ushered in, customer success managers and team leaders are more focused than ever before. As your team heads into 2021, staying on top of industry trends, innovations, and best practices will be key to maintaining the high level of customer service your accounts now expect while continuing to grow and expand your internal team’s development and education. 5 resources to set your CSMs up for success

Chief Customer Officer 70

Chief Customer Officer SaaS Education Best practices 70

NICE inContact

NOVEMBER 2, 2020

Interactive voice response (IVR) systems are the gatekeepers to the contact center. As such, they set the tone for the entire interaction. Does your gatekeeper welcome everyone in with little friction, or is your IVR system more like the troll under the bridge, barring the way until customers answer the riddles correctly? Contact centers can meet self-service goals with their IVRs while still delivering good CX.

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Interactive Voice Response Contact Center Self service Best practices 62

Topdown

NOVEMBER 2, 2020

The most important person to a company or organization isn’t the CEO or any of the C-suite executives; it’s not even the chairman of the board of directors or even the majority stockholder. Nope. The most important person to any company or organization is the individual end-consumer.

Personalization 62

Personalization Customer Experience 62

Jon Arnold

NOVEMBER 2, 2020

I thought September was busy, but October was even busier. Grateful to be busy, but with so many virtual events to follow, it didn’t leave much time for writing. Not a whole lot to share from October, but here’s what I was writing about the past few weeks. For a broader look at what kept me busy last month, check out my newsletter, JAA’s Communications and Collaboration Review.

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voip Big data Analytics Contact Center 59

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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

Comm100

NOVEMBER 2, 2020

Cutting wait time, reducing operational costs, and improving conversions are just some of the customer service superpowers already enabled by AI. If you’re here because you’re trying to figure out what a customer service chatbot is capable of and how it can help your customers and company grow, you’ve come to the right place. We have hand-picked some of the top chatbot examples to show you how you could use AI customer service bots across channels – 5 use cases across industrie

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Chatbots Customer Service Banking Healthcare 57

LiveVox

NOVEMBER 2, 2020

Customer service agents have a big load to carry. Intelligent virtual agents can efficiently shoulder more of the weight when it comes to customer service.They also save time. Inbound call volumes have increased by 16% this year alone. Intelligent virtual agents can be used with IVR to effectively tackle this surge in inbound volume. Thanks […].

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Virtual Agent Interactive Voice Response Customer Service 52

NobelBiz

NOVEMBER 2, 2020

The customer should always be the primary focus of a call center. Be it an inbound, outbound, or even hybrid model, all businesses in the Contact Center industry should put CX first and everything else second to third. This is not new information in the industry and the idea of a customer-centric call center has been around since the early 2010s. So how come there are still plenty of call centers out there struggling to provide decent CX?

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Customer centricity Call Center First call resolution Scripts 52

Skybridge

NOVEMBER 2, 2020

It’s a time when countless consumer-focused brands are wrestling with this year’s customer experience (CX) performance and next year’s CX plans. If that’s true for you, don’t forget one of the most important steps in the process. Step away from the spreadsheets and take a look at your CX strategy from an entirely different perspective: through the eyes of your customer.

Surveys 52

Surveys Customer Support Customer Care Marketing 52

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

CSM Magazine

NOVEMBER 2, 2020

Do you want to monetize your videos with advertising on YouTube? Are you looking for ways to get more visibility on your brand channel? Whatever your goal, increasing your likes on your YouTube channel is a great start. It is a great way to strengthen your online presence. Increasing the likes on your channel can help you make more out of your videos.

Construction 52

Construction Advertising Personalization 52

ScreenSteps Call Center

NOVEMBER 2, 2020

Two of the metrics that are almost always at or near the top of the list of "most important" in a call center are Quality Assurance (QA) and Customer Satisfaction (CSAT) scores. But how can you improve QA scores? And how can you improve CSAT? 3 common approaches to fixing QA and CSAT scores. When our team visits conferences such as ICMI, CCW, and local events like the Northeast Contact Center Forum, we see dozens of different approaches to improving these two metrics that focus in one of these t

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Call Center Gamification Coaching Metrics 52

CSM Magazine

NOVEMBER 2, 2020

Hiring a freelance professional allows you to reduce costs significantly and optimize corporate spending. However, hiring a freelancer poses some unique challenges every employer can confront. To help you make the right choice, this article explores the most common risks you may encounter when hiring and working with freelancers on platforms like Twine. 8 most common risks that you may encounter. 1.

Education 52

Education Marketing Personalization 52

kommunicate

NOVEMBER 2, 2020

Brand loyalty has become more valuable than ever. People expert deeper and more personalized engagement with the companies before considering making a purchase. As a result, businesses have had to shift how they target and engage with customers. A big part of that is messaging. Personalized messaging, at scale, can be achieved through conversational AI. [.].

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Customer Support Personalization 52

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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

CSM Magazine

NOVEMBER 2, 2020

Imagine you are talking to a customer over the phone. You are in this part of the conversation where the client asks you about help with a product or services. Suddenly, you realize there’s something wrong with your headset. They cannot hear you. The last sentences on the line are “Hello, can you hear me” or “I will put you through another department,” and then your line goes dead.

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Customer Service Wireless Call Center Customer Care 52

Quiq

NOVEMBER 2, 2020

Share This Story Prior to the pandemic, online and mobile banking already represented the primary banking channels for two third of Americans. As the pandemic forced branches to close, credit unions and consumers readily embraced more online banking options including chatbots to provide members with 24/7 automated service. . Whether it is to help manage account transactions or process loan applications, everything has had to move online.

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Banking Contact Center Abandon rate Self service 52

CSM Magazine

NOVEMBER 2, 2020

Suffering from a workplace injury can have major consequences on your life. It doesn’t matter what the nature of your job is; your employer is obligated to give you all of your rights if you are injured at work, whether you are a full-timer, a part-timer, or a freelancer. That being said, you should understand your rights first before asking for them to make sure that you stand on solid ground.

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Personalization Management 52

Quiq

NOVEMBER 2, 2020

Share This Story This holiday season, retailers are interacting with consumers a little bit differently. The COVID-19 crisis has had a huge impact on industries in 2020, forcing retail business leaders to rethink their marketing and sales strategies. . Consumers are spreading out their holiday shopping and doing their business online. Stores are limiting their customer capacity, which means it’s shaping up to be a nontraditional holiday season for both the retailer and the consumer.

Finance 52

Finance Chatbots Technology Sales 52

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

Feedback

CSM Magazine

NOVEMBER 2, 2020

Getting the right loan provider and enough amount for your small business can be a hassle. It is also stressful before you can launch a business, and without enough capital, it will be impossible. Fortunately, in the current marketplace, you can consider numerous available options to secure business funds. Here are some ways you can fund a small business: Earn And Save From Your Job.

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Banking Consulting Consulting Personalization 52

TCN

NOVEMBER 2, 2020

TCN releases a new internal chat feature, Room 303, that will help bring contact center. The post TCN Monthly Recap – November 2020 appeared first on TCN.

Contact Center 52

Contact Center 52

CSM Magazine

NOVEMBER 2, 2020

Dealing with research papers is an integral part of academic writing. Moreover, it’s a challenging, complicated, and quite meticulous assignment for some students. Creating a comprehensive research paper requires superb writing skills, practice, and expertise. But if you look at this task, you’ll understand that in fact, a good research paper just requires some basic tips for it to be less difficult for students that are struggling with this task.

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Global Response

NOVEMBER 2, 2020

If 2020 has shown us anything, it’s that current technology makes it possible for almost anyone to work from almost anywhere. Due to the nature of our fast-paced digital world, an overwhelming more. The post Why Should You Opt for Online Chat Support appeared first on Global Response.

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Technology 48

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

ConvergeOne

NOVEMBER 2, 2020

The Healthcare sector (often known as Healthcare and Public Health, or HPH) is currently under an all-out cyber-attack, again focused on hospitals and ransomware gangs of cybercriminals.

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Healthcare 59

Global Response

NOVEMBER 2, 2020

When a business reaches the point where they can no longer handle the volume of customer service inquiries alone, they begin to look for a call center to partner with. At Global more. The post Top Most Important Duties of an Effective Inbound Call Center appeared first on Global Response.

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Call Center Customer Service 48

Dialer 360

NOVEMBER 2, 2020

Ringless Voicemail is an innovative method of marketing that cumulatively facilitates the real estate business. It allows you to approach your customer regarding real estate business through their voicemail inbox. Importantly, it a result-oriented method to approach your customers without disturbance. Ringless Voicemail bypass dialing and drop voicemail directly into the customer’s inbox silently.

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Real estate Marketing Advertising B2C 49