Beyond Philosophy

AUGUST 30, 2019

The Secret of Creating an Effective Customer Experience (CX) Strategy. What is the experience you are trying to deliver to your customers? This is one of our key questions we ask organizations when we consult with them. It seems a very simple question and yet in reality, the answer is very strategic and critical to moving your CX to the next level. What is surprising is most organizations do not know the answer to this question!

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Customer Experience Finance Consulting Consulting 352

ShepHyken

AUGUST 30, 2019

This week we feature an article by Lukas Sitar who writes about growing and sustaining customer lifetime value for the entire customer cycle. While many marketers look at metrics like conversion rates, net profit per sale, average value of a lead, and average customer order, they often overlook their customer lifetime value. This is a metric that allows you to compete with your biggest competitors, establish longevity in your marketplace, and allow you to maximize the effectiveness of your marke

Airlines 259

Airlines Metrics Advertising Sales 259

Contact Center Pipeline

AUGUST 30, 2019

Millions of students returned to the classroom in August, which is National Back to School Month in the United States. In the contact center world, learning takes place every day. If you missed any of the informative posts on the Pipeline blog this month, take a few minutes to browse and catch up on the […].

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Contact Center Agent burnout Call Center Customer Experience 164

Customer Service Life

AUGUST 30, 2019

Image by Michal Jarmoluk from Pixabay. This article was originally published on the FCR blog on July 17, 2019. Click here to read the original post. A childhood memory is etched in my brain. After spending a couple weeks at a friend’s cabin, we spent several hours on the final day cleaning. By cleaning I mean emptying trash, dusting, sweeping, vacuuming, washing the linens, cleaning toilets, replacing paper products, and a whole lot more.

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Customer Service Personalization Customer Experience Contact Center 115

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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.

GetFeedback

AUGUST 30, 2019

Listening to what your customers have to say and providing what they want is fundamental to the success of your business. Unfortunately, many companies make the mistake of deciding that they know better than their customers. How, though, can a modern business stay in touch with customers? With their opinions, concerns, and demands? . That’s where surveys come in. .

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Surveys Entertainment Benchmark Upselling 110

Certified Languages International

AUGUST 30, 2019

Anyone familiar with the language services industry knows how important independent contractors are in the work we do. Choosing to be an independent contractor allows interpreters and translators the freedom to make their own schedules, accept assignments on their own terms, and work with multiple language service providers (LSPs). In the state of California, these rights are now in danger because of a recently passed bill known as AB5.

Marketing 70

Marketing 70

VirtualPBX

AUGUST 30, 2019

Are you searching for a profitable, trusted, and simple way to monetize your website traffic? Look no further than the VirtualPBX Affiliate Program to earn commissions from referrals to our award-winning Dash Business Phone Plans. VirtualPBX recently announced our new partnership with Impact that makes our Affiliate Program even more user-friendly and lucrative.

Management 69

Management 69

GetFeedback

AUGUST 30, 2019

Listening to what your customers have to say and providing what they want is fundamental to the success of your.

Surveys 68

Surveys 68

Serenova

AUGUST 30, 2019

Recognition is an often underestimated but powerful employee engagement strategy. Well-recognized employees are more engaged, feel a stronger connection to their organization and have better work relationships ( Cicero ). However, 82% of American employees feel like they are not recognized enough by their leaders for the contributions they make, which takes a toll on productivity, morale and profitability in a workplace ( HBR ).

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Morale Gamification Coaching Employee engagement 60

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

TeamSupport

AUGUST 30, 2019

Can you truly tell how a customer feels about your business? There are many different tactics that attempt to acquire this information, such as customer reviews and NPS (net promoter score), which may or may not provide an accurate assessment of overall satisfaction. Did you catch them on a bad day when they left an NPS rating? Did they write an odd review as someone was looking over their shoulder?

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Customer Support Upselling B2B Technology 60

inSided

AUGUST 30, 2019

Is your Customer Success team struggling to access enough customer data? Do you need new, efficient ways of measuring customer engagement? Are you looking to create trackable, data-driven KPIs? inSided’s integration with Salesforce.com goes a long way to helping you do just that—providing you with a 360 degree view of the customer and giving you access to community data that helps prove its worth to the rest of your business.

Accountability 56

Accountability 56

Global Response

AUGUST 30, 2019

When considering whether to obtain contact center outsourcing services for your company, you have questions. How would my business and customers benefit from a call center? How will it impact my bottom more. The post Better Customer Service, Faster Business Growth and Increase in Revenue: Ways a Call Center Can Benefit Your Business appeared first on Global Response.

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Call Center Customer Service outsourcing Contact Center 48

Aria Solutions

AUGUST 30, 2019

Good customer service has been shown to produce quantifiable results, from increased repurchases and customer retention to increased advocacy of the brand. Customer service leaders dealing with common contact center challenges know they must invest in modernizing their technology. But securing the budget to do so is a challenge. To win funding for a contact center improvement project and justify the cost of needed investments, the first step is to create a strong business case that will win buy-

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Contact Center Customer Service Chatbots Metrics 48

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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

Concentrix

AUGUST 30, 2019

Learn how to engage with customers in real time at every step along their journey. The post Journey Analytics appeared first on Concentrix.

Analytics 54

Analytics 54

Certified Languages International

AUGUST 30, 2019

Anyone familiar with the language services industry knows how important independent contractors are in the work we do. Choosing to be an independent contractor allows interpreters and translators the freedom to make their own schedules, accept assignments on their own terms, and work with multiple language service providers (LSPs). In the state of California, these rights are now in danger because of a recently passed bill known as AB5.

Marketing 45

Marketing 45

Concentrix

AUGUST 30, 2019

See how we’re leading the industry in extracting intelligence from unstructured data. The post Speech & Text Insights appeared first on Concentrix.

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Integra

AUGUST 30, 2019

We give you access to our development tools in order to give you total independence in customizing everything to your needs. We want to avoid any custom work fees for you. [link]. The post Customization Means Adapting To Your Needs appeared first on Contact Center Software - Integra CCS.

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Contact center software Contact Center 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

ChurnZero

AUGUST 30, 2019

Top 10 Customer Success Takeaways from SaaStr Scale. Yesterday, ChurnZero had the opportunity to attend and sponsor a brand new SaaStr event called – SaaStr Scale. It was a 1-day turbo-charged event in San Francisco with the best-of-the-best in Sales, Marketing, and Customer Success. The programing was packed with 15+ hands-on “The Playbook To” session from top CROs, CMOs, and CCOs, all with the focus of helping you to scale faster.

SaaS 40

SaaS Customer centricity Sales Metrics 40

ProProfs Blog

AUGUST 30, 2019

A good business sense demands you to treat every person as a customer, even if they are just window shopping or casually checking out products on your website. You should make them feel welcome, giving them enough attention so that they can at least feel inclined to spend some time at your marketplace. In your life as a businessman, you are bound to encounter a variety of customers, right from someone casually navigating your website to a customer who may have developed an affinity towards your

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Brand ambassadors Customer Support Advertising Surveys 92

delighted

AUGUST 30, 2019

It’s well-known that a customer’s experience with a brand is a major part of what makes or breaks a relationship. In an American Express survey, one in three respondents said that they would not return to a business again after a single bad experience. Because of this, more and more brands are leveraging data to find out what their customers are experiencing, and how to improve.

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Customer Experience Management Surveys Feedback 51