CSM Magazine

MAY 3, 2021

Winning loyal customers can be challenging when many ecommerce websites offer the same or similar products. However, studies have shown that engaged customers are likely to spend more than 50% more than new customers on each purchase. The question is, though, how do you turn one-time visitors into loyal customers and brand advocates? Here are ten tips to help you get visitors to your ecommerce site to love your brand and become loyal customers. 1.

Personalization 52

Personalization Feedback Customer Service Customer Experience 52

Steve DiGioia

MAY 3, 2021

Tomorrow is a busy day at work. You’ve planned for it, scheduled properly, made the needed operational adjustments, and kept your fingers crossed so that everything will work out as planned. Then it happened…. The first thing in the morning you get a call from one of your key employees. She’s sick and is calling out for today. NOOOOOOO, how can this happen?

Management 312

Management 312

ShepHyken

MAY 3, 2021

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. An online music gear retailer tackles customer experience with a ‘Sweetwater’ difference by Judy Mottl. (Retail Customer Experience) Sweetwater Sound Inc., an online retailer of music instruments and audio gear, is dedicated to investing in an “old s

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Customer Service Entertainment Banking Marketing 269

TELUS International

MAY 3, 2021

Discover five of the most common pitfalls brands encounter with data collection — and ways to successfully overcome them.

Technology 126

Technology 126

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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.

ShepHyken

MAY 3, 2021

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. An online music gear retailer tackles customer experience with a ‘Sweetwater’ difference by Judy Mott. (Retail Customer Experience) Sweetwater Sound Inc., an online retailer of music instruments and audio gear, is dedicated to investing in an “old sc

Customer Service 156

Customer Service Entertainment Banking Marketing 156

NICE inContact

MAY 3, 2021

Before “Star Wars” release in 1977, snooty high society cast Sci-Fi aside as a separate genre from “serious” works of fiction. It was a label delineating pulp from artistic merit. Sci-fi was B-movies—not blockbusters. That is until a galaxy far, far away came to the big screens.

Customer Experience 62

Customer Experience 62

Concentrix

MAY 3, 2021

Our client needed a platform that could support life, annuity and health policies on one system, without the duplication of policy administration, accounting and valuation systems. The post Delivering a unified customer experience appeared first on Concentrix.

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Customer Experience Accountability 62

Aspect

MAY 3, 2021

As vaccines roll out and the world continues to adjust to COVID-19, how can your workforce management team plan for use of your contact center facilities to meet all applicable state safety restrictions, provide confidence to staff who may be reluctant to return to a facility, while at the same time provide records of employee workspace assignments for each moment over time to assist in contact tracing if that becomes a necessity?

Contact Center 62

Contact Center outsourcing Management Surveys 62

Concentrix

MAY 3, 2021

By implementing our private cloud SaaS deployment model, Concentrix Insurance Solutions (CIS) was able to take full ownership of maintaining a secure and reliable technical infrastructure. The post Empowering a focus on insurance, not infrastructure appeared first on Concentrix.

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SaaS 62

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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

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Skybridge

MAY 3, 2021

The Most Successful Businesswomen to watch, 2021. Some leaders like to help others and grow with them to make a better place around them. With the free spirit to help others and transform the financial sector, Laresa McIntyre joined forces with Skybridge Americas Inc. With a can-do attitude, she takes on all challenges with a positive mindset. She adds, “I enjoy setting pretty big goals and then doing my best to empower everyone on the team to achieve them.”.

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Finance Education Accountability Customer Care 52

Concentrix

MAY 3, 2021

Working with this insurance provider, we sought to reduce the cost structure for their transactional-based pricing model by reducing the amount of time needed to answer the customers' questions. The post Improving experiences with automation appeared first on Concentrix.

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Cincom

MAY 3, 2021

B2B Buying, only Better. Cincinnati, OH (May 3, 2021) – Cincom Systems, Inc., a global supplier of enterprise software solutions, announced today that the company is now offering CPQSync Self-Serve TM , a B2B commerce experience for companies with complex, highly configurable products and services. CPQSync brings the full power to configure products, get pricing and see a quote to your customers in real time.

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Self service B2B Finance SaaS 52

LiveVox

MAY 3, 2021

Predicting trends and patterns is a mainstay for managers operating at breakneck speed in today’s service world, which means there are tons of use cases for predictive analytics in the contact center. Who doesn’t want to look into the future and know exactly what actions could keep your organization ahead of the curve? While you […]. The post 10 High-Value Use Cases For Predictive Analytics in the Contact Center appeared first on Livevox.

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Analytics Contact Center Management 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

MAY 3, 2021

You may have heard the term VPN used by your IT department. You may have even used a VPN at home or while travelling. But what exactly is a VPN and why should you consider using one? A VPN provides a secure and stable connection between your home or work computer and an external network. The term VPN is an acronym for Virtual Private Network, and that gives users a good idea what to expect.

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Government Accountability Personalization Customer Service 52

Transparent BPO

MAY 3, 2021

Customer Experience Skills Augment Company’s Management Ranks Rockville, MD, May 3, 2021 – Alan Jackson has been appointed as Vice President of Business Development of Transparent BPO, a global contact center and business process outsourcer. He reports to Scott Newman, CEO of Transparent BPO. Jackson will be responsible for helping build the sales pipeline for […].

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Business Process Outsourcing outsourcing Contact Center Sales 48

SmartKarrot

MAY 3, 2021

If you lived in and around the customer success space for a while, take a moment and think back to those earlier years. Appreciate how far the field has come–from delivering onboarding and adoption outputs to achieving major corporate and customer outcomes like customer ROI and retention. Leadership and the Customer Success Profession. Customer success firmly established a new level of legitimacy and maturity over the last decade or so.

Finance 19

Finance Coaching Consulting Consulting 19

ProProfs Blog

MAY 3, 2021

Finding the right target audience for your survey can make a valuable difference between collecting relevant data and pilling heaps of unrelatable answers. If you cannot spot your right audience you will end up collecting irrelevant, vague, and inaccurate data for your research. . This is where screening survey questions come to your rescue! Screening survey questions shortlist the right audience from your group of survey takers.

Surveys 78

Surveys Best practices Feedback Customer Support 78

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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

SmartKarrot

MAY 3, 2021

Role: Client Success Director – Sales Location: Atlanta, GA, US Organization: BRKThru Digital As a Client Success Director, you will obtain a solid pipeline of active pending business at all times. Keep abreast of the latest industry trends. Ability to have difficult conversations both internally and externally. Identifying potential customers through networking initiatives, cold-calling, and email communications.

Customer centricity 10

Customer centricity Education Best practices CRM 10

Calabrio

MAY 3, 2021

Leadership has certainly had its challenges this past year—as face-to-face meetings have been replaced with virtual interactions and team camaraderie turned into sending emojis over chat. Albeit the hurdles, we’re proud to announce one of these leaders has been recognized by ICMI as a stand-out manager. David Flores from GreenPath Financial Wellness is named a finalist in the 2021 ICMI Global Contact Center Awards for Best Contact Center Manager.

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Contact Center Coaching Surveys Accountability 105

aircall

MAY 3, 2021

CRMs have become a staple of small businesses. A computer telephony integration (CTI) offers your company more functions and capabilities than a simple, on-site customer relationship management system (CRM). Any organization that experiences a high volume of incoming phone calls or whose sales and support teams make lots of outbound calls will improve efficiency dramatically with the addition of a CTI integration in Salesforce.

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voip Interactive Voice Response CRM Call Center 62

bold360 Blog

MAY 3, 2021

The tools agents use to deliver a great customer experience (CX) impact the employee experience (EX). Frontline agents face constant challenges around information retrieval that are akin to searching for a needle in a haystack, and in times of rapidly changing circumstances like the pandemic, this can be even more problematic. Luckily, there are lessons to be learned from what Bold360 customers went through last year to help improve EX moving forward.

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Self service Chatbots Airlines Accountability 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!

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CSM Magazine

MAY 3, 2021

With customer journey mapping in place, brands can detect gaps in the service or product quality, see the opportunities for improvement, and establish tailored customer experiences. Why use customer journey mapping? As consumer behavior evolves rapidly, businesses need to get up to speed to meet customers’ expectations, earn their loyalty, and stay ahead of the market.

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Journey mapping Transportation Finance Customer emotions 52