Fri.Oct 16, 2020

5 key self-service metrics to watch for reducing costs


Customer experience (CX) has changed immensely over the years and even in the last few months. With the proliferation of digital channels, customers are now looking for a more personalized, timely and efficient service.

Guest Post: Customer Experience – Can It Work With Email Marketing?


This week we feature an article from Alex Souchoroukof, a content writer at Moosend. He shares some digital marketing strategies that can help to create a more meaningful customer experience.

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What we’re MADE for


While Nuance’s recognition of Global Diversity Awareness Month is in full swing with employee-led events and panels, we are also wrapping up our internal celebration of Hispanic Heritage Month, which ran from September 15 to October 15.


Guest Post: Customer Experience – Can It Work With Email Marketing?


This week we feature an article from Alex Souchoroukof, a content writer at Moosend. He shares some digital marketing strategies that can help to create a more meaningful customer experience.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

Customer Messaging and the Elevated Customer Experience


What is Customer Messaging? Customer messaging on channels like SMS and webchat have emerged as a forerunner in the way that customers prefer to communicate with the companies they do business with. It is sometimes referred to as instant messaging, webchat, online chat, texting.

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Webinar Preview: What Contact Centers Really Need - Big Analytics, not Big Data

Jon Arnold

Next Tuesday, I’ll be speaking on a webinar about the “data deluge” that contact centers need to manage, especially for improving the all-important CX – customer experience.

Bob Kobek Vlog 4 – Data Management


Bob Kobek's weekly blog focusing on an article written for CustomerCount by David Stroeve asking if you are collecting the right data? The post Bob Kobek Vlog 4 – Data Management appeared first on CustomerCount. Insights Customer Feedback customer feedback management data management

Patient misidentification – solutions are insight


In 2007, The World Health Organization (WHO) published an article on the importance of accurate patient identification.

CX Strategy: What Now? – The Case For Multisourcing


I’m pleased to announce that I will be participating in a debate hosted by 5CA on October 27th. The title is CX Strategy: What Now? I know that there are a lot of webinars and online debates these days, but I really think you should make time for this one


6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

How to Use Live Chat in Your Sales Funnel

ProProfs Chat

We’ve seen live chat in action as the customer service and support tool. But lately, it’s evolved and grown. Other than connecting with users and engaging them in real-time conversations, it can also capture qualified leads and increase conversions. And that’s just the tip of the iceberg.

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Remote Working 2.0: Optimising Contact Centres


Date: Friday, October 16, 2020 Author: Pauline Ashenden - Demand Generation Manager Remote Working 2.0: Optimising Contact Centres. Published on: October 16, 2020.

9 Proven Tips to Create an Anonymous Survey

ProProfs Chat

Stella is a market researcher at a large corporation and her main priority is providing insightful data for the entire company to use. The UX team uses it for their personas, the marketing team uses it for the adwords campaigns, etc….

Working from Home - Tips and Solutions


Due to the current environment where all around the globe people are working from home and children are attending school from home, it has become apparent that everyone needs a plan to stay productive, stay healthy and remain safe.


The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

Customer management software: The customer relativity theory


Customer management software: The customer relativity theory. Customer Experience

How Contact Centers Can Better Report Agent Efficiency


Share This Story The customer service a company provides has a direct impact on that company’s sales numbers.

What is an intelligent chatbot and how it works? | Features | Advantages


What is an intelligent chatbot and how it works? Features | Advantages. Customer Experience

Customer Attrition: Essential Guide to Understand, Measure, and Prevent It


70 percent of the clients churn away from a company when faced with poor customer service. In SaaS industries, customer attrition is preferably the worst nightmare they want to steer away from. Although, it might look inevitable to have a zero attrition or churn rate.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Easy-to-use helpdesk software – Stay connected with your customers


Helpdesk brings all interactions into one interface and allows different. Easy-to-use helpdesk software – Stay connected with your customers. Customer Experience Knowledge Base Knowledge Management

A Complete Guide to Growing Your Customer Base


It is not hard to comprehend that customers are the backbone of any successful business. They are the core reason for any business to exist. All the business processes that you implement towards your company’s growth don’t mean a thing if your customer base is not growing.

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Optimising for Contact Centre Remote Working

Enghouse Interactive

Pandemic lockdowns forced many companies to quickly switch their customer service teams to work remotely, with very little advanced warning. While most organisations managed the transition and were able to stay operational, many only achieved this through workarounds such as cutting their hours of service, reducing the number of different contact channels, and increasing their SLAs.

Brand Move Roundup – October 15, 2020

C Space

The Brand Move Roundup – October 15, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. In early March we began reporting daily on how brands were dealing with Covid-19. But it’s become clear that the current climate is one of near-perpetual disruption, so we decided to keep on telling the stories of inspiring brand leadership and strategy amid the latest crises in an anxious world.

Customer Communities Elevate the Customer Experience

Speaker: Rachel Happe

An online community is an increasingly vital part of many leading companies’ support strategies. Creating a branded place where your customers can ask and answer questions, interact with each other, and search for the information they need is a great way to decrease the burden on your staff and allow them to focus on the customers that really need their help. Join us at 9:00 am EST on Nov 18th for this talk by Rachel Happe, founder of industry-leading strategists The Community Roundtable, you will learn the effectiveness of community in empowering your customers, and generating value for your business.

Simplify the Burden of Catalog Management Services Provider with Outsourcing

Back Office Centers

The details of product content are vital, if you want to sell it like hot cake. Due to the rise of ecommerce and online trading, the value of catalog management services provider has risen greatly. However, due to the complexity involved in catalog management process, companies do not perform this task very well. The result of this can be very negative and disconcerting. Manage Different Aspects of Catalog Management Better with Outsourcing.

Key Customer Retention Strategies for Alternative Lenders

CSM Magazine

In alternative lending, competition is fierce. It is not enough to attract new customers to your services. You have to encourage their loyalty. Customer retention is even more important than customer acquisition. Your goal should be keeping your clients to maintain business, cash flow, and promotion.

Your Organization’s Personality

Brad Cleveland

Motorcycle company Harley Davidson has incredibly loyal customers. Riders join clubs and wear Harley clothes, and some even have Harley tattoos. Many CEOs and chief marketing officers point to Harley as the holy grail of customer loyalty, and wonder what they can do to be more like Harley.