Tue.Feb 16, 2021

article thumbnail

In Unusual Times, Replace the Usual Customer Service Phrases

Contact Center Pipeline

On a typical day, most customers will understand what you mean even if you use less-than-graceful words when you speak or write. For example, lots of customers dislike the phrase “No problem!” but they’ll look past it if you’re providing great service. They’ll give you a pass on “No problem!” But these aren’t typical days. […].

article thumbnail

Amazing Business Radio: Christy Augustine

ShepHyken

Creating Customer Loyalty in a Digital World. How the Pandemic Transformed the E-Commerce Experience. Shep Hyken interviews Christy Augustine, Chief Operating Officer of Bloomreach. They discuss the digital commerce trends companies have been forced to adapt due to the pandemic and how those companies can succeed moving forward. Top Takeaways: Personalization has been and continues to be the big buzz word in the world of customer experience.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

Getting employee engagement right when ramping in the tech sector

TELUS International

A surge in interest for e-commerce and delivery platforms is pushing tech companies to ramp in order to keep pace with demand. Discover why employee engagement is a critical component of an effective ramping program.

article thumbnail

7 Latest Call Center Technology You Haven’t Heard Of

Fonolo

Contact center technology has come a long way since its early years as a jury-rigged air traffic control system. The pandemic has hastened many call center trends and compounded technological developments. We’re expecting many more exciting innovations in the next few months. Contact Center Trends 2021. Here are the latest and greatest call center technologies: AI-Powered Voice Biometrics & Analysis.

article thumbnail

The 2023 Verint Experience Index: Retail

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

article thumbnail

How AR Enables the 4 Key Field Service Trends of 2021

TechSee

In the last few years, companies have been investing in their field service function as a way to differentiate and personalize their services and improve overall operational efficiency. COVID-19 has resulted in a further increase in demand for service, with ServicePower reporting that 2020 field service trends resulted in field service organizations increasing investment in service workers by 72% to meet the rising demand.

More Trending

article thumbnail

Save Time and Be More Productive with Effective Communication

Russel Lolacher

Are you ready to be a better communicator? FYI: As a current or aspiring leader, your answer always needs to be YES. I had the pleasure to speak on the challenges to good communication and tips to improve it at the BIG Ready conference. The BIG Ready, hosted by the Productivityist Mike Vardy , is an annual event helping attendees to start their year, their project, their hobby, etc.

Feedback 104
article thumbnail

How to collaborate remotely

Spearline

Remote working has now become an increasing norm of working life. Previously this arrangement was made based on preferences and agreements between employers and their employees. In 2018 , it was estimated that 22% of Americans worked from home and nearly 50% of the workforce were involved in virtual or remote working teams. It is common for businesses to use distributed teams to better utilize their resources and prepare for entry into new and diverse markets where they may not have the required

article thumbnail

Chatbot Design Process and Tools for Creating Amazing Chatbots

kommunicate

In today’s world, messaging has become one of the most popular communication methods, whether through text messages or messenger apps. It’s how many people prefer talking with one another. Because of this, most businesses are developing chatbots that you can message and chat as if they were human. Though many chatbots out there are not [.]. The post Chatbot Design Process and Tools for Creating Amazing Chatbots appeared first on Kommunicate Blog.

article thumbnail

Upgrade to Dash 5.0 Is Coming!

VirtualPBX

We will soon upgrade the platform that runs our VirtualPBX Phone Plans , which we call Dash, to version 5.0. The move to Dash 5.0 will come with a range of benefits for our customers that will allow them to more efficiently use their phone plans every day. Lon Baker, the COO of VirtualPBX, commented briefly about our latest developments: Updates To Our ACD Queues Feature.

APIs 97
article thumbnail

Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

article thumbnail

Rediscover the Lost Art of the Human Touch in CX

Edify

Over this past year, the ongoing COVID-19 pandemic has sought to crush and close small and mid-size businesses across America, and even the world. As we root for the survival of our favorite mom-and-pop shops (and even a small business revival), it’s become clear — smaller companies’ customer service can often be the most spectacular and memorable.

article thumbnail

5 Types of Customer Services and how to choose the best one

kommunicate

Businesses across the globe rely heavily on innovating & designing great products to add unique value in the lives of their customers. However, a majority of enterprises fail to fully understand the effectiveness of good customer support in establishing an effective marketing strategies. Your customer is your most vocal supporter who unknowingly & happily indulges [.].

article thumbnail

How to Streamline Your Buyer Journey to Build Loyal Customers

CSM Magazine

Building a loyal customer base is essential to growing and maintaining a successful business. Loyal customers will always choose your brand over any others. They will do this based on their experience of your products, customer service and the unique qualities that set your business apart. The Buyer Journey. The route a prospective buyer takes from addressing a problem to finding the solution is known as the buyer journey.

Scripts 86
article thumbnail

Virtual Agents vs. Live Agents: The Battle for CSAT

SmartAction

Who is Better at Making Customers Happy? Whether your company uses CSAT, NPS, CES, or some other metric to measure customer satisfaction, one thing is certain — customer satisfaction plays a critical role to a company’s financial success. In the battle to maintain customers’ loyalty and drive repeat business, many brands leverage customer satisfaction as a competitive advantage.

article thumbnail

The Open CCaaS Advantage Report

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.

article thumbnail

TRANSPARENT BPO SOLVES CUSTOMER SERVICE WORK-FROM-HOME CHALLENGES

Transparent BPO

“Global events forced the business world to adjust they way they operate – particularly where they operate,” says Lance Hale, President of Transparent BPO. “Work from home is here stay but your customer experience doesn’t have to be compromised.”. The post TRANSPARENT BPO SOLVES CUSTOMER SERVICE WORK-FROM-HOME CHALLENGES appeared first on Transparent BPO.

article thumbnail

4 Ways Hulu Makes Customer Focus the Heart of Their Business Strategy (and How You Can Do the Same)

SharpenCX

The first time I ever binge-watched a show was on Hulu watching Lost years ago (if you know, you know). It opened my eyes to a whole new way to consume my favorite shows. And now, as companies like Disney, Paramount, and Discovery tack a plus sign onto the end of their names and launch into the streaming world, Hulu remains. Hulu is now one of the longest-standing TV and movie streaming services, rivaling only Netflix in tenure.

article thumbnail

Get Clearer Internal Communications With Guru’s Latest Updates

Guru

This past year has served as a crash course on how to effectively facilitate internal communications. It may not surprise you to hear that 47% of remote workers who believe their productivity has fallen since working from home attributed this to communication difficulties. But pandemic or not, every change inside a company impacts the way we communicate.

62
article thumbnail

CX at the Cornerstone of the Business Revolution

Strikedeck

Vincent Manlapaz, in an interview with Annette Franz talks about the role of customer experience today and some of the foundational elements of delivering a great customer experience. The post CX at the Cornerstone of the Business Revolution first appeared on Strikedeck | Customer Success Platform.

article thumbnail

SME Relationships: Proven Solutions for Seamless Collaboration and Success

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!

article thumbnail

How the Principles of Customer Experience can Improve Your Online Education

Nicereply

By using the principles of CX, you can greatly enhance your student’s experience and leave them raving about your course. In an online learning course, your students are your customers. They pay you either in time or money. They expect to get what they pay for. Whether you’re creating an online academy for your customers or building a course to sell, there are three main objectives that you need to accomplish: Learners need to complete the course.

article thumbnail

Meraki: A Retail Organization Use Case

ConvergeOne

Imagine this scenario: A Brazilian new-age clothing designer is looking to open a New York office to complement their São Paulo, Brazil, headquarters. The company has a lean IT staff and little experience supporting multinational locations. Further, the CTO is looking for security, switching, and wireless infrastructure that can be managed via a centralized, cloud-delivered dashboard.

article thumbnail

5 Best Practices on how to implement a Knowledge Base

Unymira

Implementing a knowledge base in your organization can bring far-reaching benefits for employee productivity and customer service KPIs. But any project can be time-consuming and complicated.

article thumbnail

Proactive Chat: What It Is, Use Cases & Best Practices

JivoChat

Proactive chat lets you engage website visitors before they even ask for assistance. Of course, you could sit back and wait for them to make the first move, but it’s better to be proactive rather than reactive. A Forrester study found that businesses that invested in reactive chat saw a 15% ROI , but companies that invested further in proactive chat capabilities saw an incremental 105% ROI.

article thumbnail

Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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

article thumbnail

WhatsApp Business: A Reliable Way for Businesses to Reach their Customers

Hodusoft

WhatsApp is the most prominent social media channel that is being used by billions of people throughout the world, across 150+ countries. People use this channel as a messaging app to communicate with other people. Through this channel, we can share messages, files, photos, videos, etc. Due to the growing popularity of WhatsApp among a large number of people, several businesses are considering using it for business purposes.

article thumbnail

How to Reduce Agent Turnover

LiveVox

Agent turnover is one of the most expensive problems in the contact center. According to Harvard Business Review, the organizational costs of employee turnover range between 100% and 300% of the replaced employee’s salary. In addition, it typically takes 8 months for a new employee to reach full productivity. As employees try to get ramped […].

article thumbnail

What is Customer Lifetime Value?

Babelforce

The Customer Lifetime Value of a client is the amount of profit they generate for your businesses in their entire time as a client. CLV combines information on acquisition costs, retention rates and customer spend. That’s crucial information for forward planning. Unlike metrics like CSat or NPS , CLV relates directly to profitability (so it tends to be important to more people!).

article thumbnail

How One Digital Improvement Can Transform Patient Outcomes in 2021

Zappix

One of the biggest hurdles medical staff in all departments face is patient preparedness and education, but a simple shift made possible by modern automation is dramatically improving the status quo, and having added benefits for healthcare providers.

article thumbnail

Contact Center Dialers Demystified

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.

article thumbnail

How Greenway Health builds customer reference champions with its advocate community – Q&A

Influitive

A core use case for many customer advocacy programs is reference management. These programs can help marketers easily build a pool of advocates willing to share their experiences or nurture new customers to be future reference champions. With automation intact, they can also help sales teams select the advocates who are most relevant to their […].

article thumbnail

9 Top Tips for Workforce Planning in Excel

Injixo

For many people setting out on the workforce planning journey, the first port of call is spreadsheet software like Microsoft Excel. And it’s amazing what a competent user can achieve with Excel. At injixo, we are all WFM nerds and many of us cut our teeth in planning using Excel. In this post, we share some hacks and tips for getting the most out of Excel in workforce planning.

52
article thumbnail

JustCall Ranked 36th in the Latka 250 Fastest Growing SaaS Company List

JustCall

We are excited to announce that JustCall is listed as the 36th fastest growing SaaS company in the $1M-$10M bracket. This list is curated on the basis of revenue and growth of the year 2020. That's How We Made It! Since 2016, we've bootstrapped our way to a 75 person team to better serve you. Today over 2k of you use our tools and many of you have upgraded to our new product offerings giving us a very low customer churn rate.

SaaS 52