Talkdesk

OCTOBER 16, 2020

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. For many organizations, this includes the deployment of self-service technologies. Customers are now looking to solve issues on their own terms, using their channel of choice and spending as little time as possible.

Self service 83

Self service Metrics Customer retention Contact Center 83

ShepHyken

OCTOBER 16, 2020

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. There are a lot of tools in today’s marketing that can help drastically increase your revenue and grow a successful brand. The problem is that most of them don’t focus on the customer experience , which is a vital element to stand out.

Marketing 240

Marketing Customer Experience Surveys Sales 240

ProProfs Blog

OCTOBER 16, 2020

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…. She’s been collecting customer feedback via surveys for years but feels frustrated that results seem to be diminishing.

Surveys 158

Surveys Construction Personalization Feedback 158

ShepHyken

OCTOBER 16, 2020

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. There are a lot of tools in today’s marketing that can help drastically increase your revenue and grow a successful brand. The problem is that most of them don’t focus on the customer experience , which is a vital element to stand out.

Marketing 189

Marketing Customer Experience Surveys Sales 189

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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.

ProProfs Blog

OCTOBER 16, 2020

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. Live chat leveraged as a sales tool not only improves conversion but also simplifies and shortens the sales funnel.

Sales 148

Sales CRM Abandon rate Marketing 148

Jon Arnold

OCTOBER 16, 2020

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. Details are here , and I’ll be joined by Heather Barrow of Eventus , as she shares highlights from her recent white paper about this topic – it’s quite good, and you should give it a read.

Big data 98

Big data Contact Center Analytics Metrics 98

LiveVox

OCTOBER 16, 2020

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. This kind of two way messaging allows two or more parties […]. The post Customer Messaging and the Elevated Customer Experience appeared first on Livevox.

Customer Experience 98

Customer Experience 98

Nuance

OCTOBER 16, 2020

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. Our newest Nuance Network (our version of an Employee Resource Group), MADE, lead the recognition of this month [.

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Acquire BPO

OCTOBER 16, 2020

Archives. At Acquire BPO, we offer intelligent outsourcing solutions for Australian businesses with complete onshore AND offshore support. Get this brochure. Fill out the details below to download. First name. Last name. Company name. Country. Country Afghanistan Albania Algeria Andorra Angola Anguilla Antigua & Barbuda Argentina Armenia Australia Austria Azerbaijan Bahamas Bahrain Bangladesh Barbados Belarus Belgium Belize Benin Bermuda Bhutan Bolivia Bosnia & Herzegovina Botswana Brazi

outsourcing 52

outsourcing Personalization Technology 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

Expivia

OCTOBER 16, 2020

Here at Expivia, we have been working with many clients to set up reporting, and a lot of questions have come from that. The Call Center Geek Texting Community has already grown to almost 200 people, and if there are any questions you readers/listeners have, text “Hello!” to (814) 247-0366. While working with these clients, I decided I wanted to talk about my five favorite reports.

Call Center 52

Call Center Average Handle Time outsourcing Service level 52

Quiq

OCTOBER 16, 2020

Share This Story The customer service a company provides has a direct impact on that company’s sales numbers. A positive experience with a contact center agent can serve as the nudge customers need to make a purchase, while a frustrating conversation can deter existing customers and put off new customers entirely. Across industries, customer service plays a vital role in financial success.

Contact Center 52

Contact Center Agent burnout Metrics Service level 52

Customercount

OCTOBER 16, 2020

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.

Management 52

Management Feedback 52

Nuance

OCTOBER 16, 2020

In 2007, The World Health Organization (WHO) published an article on the importance of accurate patient identification. Patient misidentification, they wrote, is the “root cause of many errors,” including the prescription of incorrect medication, flawed transfusions, testing errors, wrong person procedures, and the discharge of infants to the wrong families.

Personalization 52

Personalization Healthcare 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

Knowmax

OCTOBER 16, 2020

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

Customer Experience 52

Customer Experience Management 52

5CA

OCTOBER 16, 2020

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?

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PanTerra

OCTOBER 16, 2020

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. To that end, we’ve compiled tips from various sources that you may find useful as you work from home.

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Enghouse Interactive

OCTOBER 16, 2020

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.

Abandon Call 40

Abandon Call Technology Chatbots Analytics 40

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

C Space

OCTOBER 16, 2020

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.

Analytics 40

Analytics Surveys Marketing Education 40

Back Office Centers

OCTOBER 16, 2020

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.

outsourcing 40

outsourcing Management 40

Knowmax

OCTOBER 16, 2020

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

Chatbots 52

Chatbots Customer Experience 52

Brad Cleveland Blog

OCTOBER 16, 2020

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. The answer: don’t be more like Harley. Be more like you. Connect … The post Your Organization’s Personality first appeared on Brad Cleveland.

Personalization 32

Personalization Marketing Call Center Contact Center 32

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

Knowmax

OCTOBER 16, 2020

Customer management software: The customer relativity theory.

Management 52

Management Customer Experience 52

Brad Cleveland Blog

OCTOBER 16, 2020

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 … Continue reading → The post Your Organization’s Personality appeared first on Brad Cleveland.

Personalization 26

Personalization Marketing Call Center Contact Center 26

ChurnZero

OCTOBER 16, 2020

Whether Customer Success or Sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. As such, we decided to tap industry experts for a verbal duel on the subject where the winners take home the esteemed (and priceless) prize of bragging rights and SaaS street cred. This Customer Success showdown, which took the form of an Oxford-style debate, was held at BIG RYG, ChurnZero’s annual Customer Success conference.

Upselling 98

Upselling SaaS Sales Accountability 98

SmartKarrot

OCTOBER 16, 2020

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. Nonetheless, there are a few factors that fill the hairline gap between a failed business and a successful one.

SaaS 10

SaaS Chatbots Marketing Customer Experience 10

Advertiser: ZoomInfo

Longer sales cycles. Larger buying committees. Slow-moving compliance reviews. Every go-to-market team knows the frustrations that come from a drawn-out sales process. How can you speed it up? By building a modern GTM motion that uses data, automation, and proven best practices to unlock insights, engage customers, and win faster.

Best practices

CSM Magazine

OCTOBER 16, 2020

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. More than that, customer retention is the best form of marketing.

Customer retention 52

Customer retention Brand ambassadors Finance Banking 52

SmartKarrot

OCTOBER 16, 2020

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. Customers can either stop your business or take it to the greater heights. Business owners have been pondering on this concern for ages – how to grow the customer base.

SaaS 10

SaaS Customer retention Enterprise Upselling 10