Thu.Jul 02, 2020

5 Cases of Misunderstanding with Customers and Simple Solutions for Each of Them


Communication with customers greatly affects the company’s reputation and customer loyalty. Therefore, it is necessary to work on improving its quality. However, in any communication there are misunderstandings. In the case of business, this is fraught with damage to reputation and profits.

Speaking the Customer’s Language Through the Pandemic

CSM Magazine

Edmund Ovington, VP at Unbabel , discusses the impact of the pandemic and the challenges customer service teams face to scale up and respond quickly to customer needs.

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Customer service: what you can learn from great business leaders


Date: Thursday, July 2, 2020 Author: Pauline Ashenden - Demand Generation Manager Customer service: what you can learn from great business leaders. Published on: July 02, 2020.

Re-Imagining Your Customer Experience in a Time of Change

Beyond Philosophy

Some people watch things happen, some make things happen, and some say, “what happened?” ” Some organizations out there concerning the pandemic (and maybe other things, too) are falling into that third category. In this issue, we will discuss how to avoid being one of them.

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!

Contact Center Pipeline Magazine: Inside Our July 2020 Issue

Contact Center Pipeline

With Independence Day here in the U.S. just a few days away, it gives me pause to think about where we are as a country and as an industry. Needless to say, we are facing enormous challenges on both fronts.

More Trending

Creating a workplace where all feel appreciated


Employees today have the knowledge at their fingertips to explore how businesses around the world handle company culture , fairness, equality, inclusivity and motivational tactics. They have high expectations that come from diverse life and generational experiences. .

ITSPA - Speaking on a Virtual Panel Session

Jon Arnold

I haven’t traveled since early March, but as you know, many industry events are adpating to virtual formats to keep their communities connected. If you don’t follow me, you might enjoy this roundup I wrote about five recent virtual events I was part of - and they were all different.


Are you CCPA enforcement ready?


Six months after the California Consumer Privacy Act became law, today, July 1, marks the beginning of the enforcement phase. Here's what you need to know and what you need to do now. The post Are you CCPA enforcement ready? appeared first on CustomerCount. News Security, Privacy & Compliance.


Q&A: How Your Organization Can Achieve a Customer-First Transformation


The term “customer-first” gets thrown around and cited often in the B2B world. SaaS organizations aspire to be it, but many don’t know how to transform this highly touted phrase into a practical application. The challenges to becoming a customer-centric company are not easy to overcome alone.

A Guide to Online Communities for Enterprise Organizations

This guide will provide you with an overview of what procuring an online community can do for enterprise organizations, including: How community compliments enterprise priorities. How the community addresses key challenges. Crucial enterprise community features to look for when assessing vendors. Strategic community programs that drive enterprise community success. Examples of enterprise organizations who have seen success with their communities. Not every online community is built or equipped with enterprise intentions. The following pages will provide you with the knowledge needed to make the best decisions for your enterprise organization.

Invest in Your Sales Team by Making Your Company Culture Knowledge-Driven


It’s no secret that turnover in sales teams is high — as high as 34% , which is more than twice the rate of the overall labor force. It’s also no secret that turnover in sales teams is expensive. With the average tenure of a sales rep lasting only 1.5

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Is It Legal to Record Phone Calls?


Our Video Calling beta test is in progress and has called for the need to address an important question: Is it legal to record phone calls? The broad answer to this question is “yes.”

Leveraging Behavior Styles Knowledge to Improve Sales Performance

Integrity Solutions

Although we typically think about Behavior Styles in terms of aiding sales performance and communicating with others, they also provide valuable insights into our own motivations, preferences and strengths.

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6 Customer Retention Strategies You Need to Implement


Did you know that 80% of your future sales will come from only 20% of your existing customers? . With this in mind, it’s clear that your loyal customers are the ones that keep you in business and that you need to implement effective customer retention strategies so you don’t lose them. “80%

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!

Memoirs of an Essential Employee: Self-Care is Essential too

Abby Connect Virtual Receptionists

Earlier this year, our lives were “flipped-turned upside down” , as the F resh P rince of Bel-Air would say. Cities and states nationwide were put on lock-down ordering non-essential businesses to close their doors and forcing other businesses to come up with creative solutions to stay ope n.

Free Webinar: Transform the Way Your Business Responds to Customers Through AI

CSM Magazine

AI-driven technology is changing the way brands interact with their customers and allowing for more accurate, well-informed responses.

The Power of Microaggressions (and how they manifest themselves within CX)

Horizon CX

I had never heard of the term microaggressions until the recent uprising over the George Floyd killing by a Minneapolis police officer. To be clear, that was not a microaggression.

Intercom Transforms Customer Support With the Introduction of the Conversational Support Funnel

CSM Magazine

The first-of-its-kind, proven framework shows businesses how to deliver modern, next-generation customer service with conversational support.

An Exploratory Research Study: Customer Experience and Customer Self Support

Speaker: Mike Ellis, Marketing Manager, Vanilla Forums

Join Vanilla Forums on Wednesday, August 19, at 12PM ET for a webinar presentation led by Mike Ellis, Marketing Manager at Vanilla, as he shares their research on customer experience and self service.

CXNext Podcast Episode 58: Execute Better, Faster, and Smarter with AI and Automation


Subscribe via iTunes , Spotify and more. Bad question : How can our startup drive growth? Good question : How can our startup increase the velocity of our learning so we know HOW to drive growth? There’s no secret to driving growth.

5 Ways to Maximize Customer Loyalty


Post summary: The cornerstone of customer loyalty is great service. Automate wherever you can and focus on pleasing customers instead of trapping them. Create a personable brand. People think in terms of relationships, but they can’t form one with a faceless corporation.

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4 Practical Strategies to Build Outstanding Omnichannel Customer Experiences in Your Contact Center (With Advice from Lori Bocklund to Reach Omni-Nirvana)


As modern consumers, we want easier (and faster) access to products and services. And we want answers to our most pressing problems…yesterday. That’s why now more than 6 in 10 U.S. adults turn to channels like chat, social and self-service before picking up the phone to call customer service.

Thriving Amidst Rapid Change: Conversational AI and Collections


Accounts Receivable Management (ARM) is on the brink of disruption. But why now? For organizations in the ARM arena, operational efficiency is paramount. Agencies work tirelessly to update day-to-day contact center operations to drive profitability despite a competitive industry landscape.

[Case Study]: Multilingual Support Fuels Gaming Company’s Global Expansion

When support needs peaked for video game developer Wooga, they brought in multilingual player support from ModSquad. Learn how this customized solution helped them save money, grow their player base, and free up more time to create compelling, engaging games.

Balance of Human Touch and Automation in a Call Center

Global Response

When a customer contacts your business, they are counting on your representatives to deliver. It’s important that technology is leveraged to streamline and enhance the customer experience, but it is also necessary more. The post Balance of Human Touch and Automation in a Call Center appeared first on Global Response

Customer Experience Management Tools and How They Can Help


As we move toward economic, social, and business recovery from C OVID -19, while simultaneously navigating the social , mainstream and alternative media environments, the customer experience is more important than ever.

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Thriving Amidst Rapid Change: Conversational AI and Collections


Accounts Receivable Management (ARM) is on the brink of disruption. But why now? For organizations in the ARM arena, operational efficiency is paramount. Agencies work tirelessly to update day-to-day contact center operations to drive profitability despite a competitive industry landscape.

Multi-Channel Tone Analysis in PHP with Amazon Comprehend


In this post, you’ll update an AWS Lambda function introduced in a previous post where the results of a voice transcription get stored in RDS.

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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!

The New Super-Agent


The merit of new technologies is not that it replaces employees but empowers them with tools to make them more productive, more creative, more comfortable – and, paradoxically, more empathetic. In other words, technology can make us more “human”.

Back to Basics: Addressing Customers’ Fundamental Needs


One of the greatest threats that the ongoing Coronavirus pandemic poses to business owners is, well, the uncertainty of it all. We live in unprecedented times—COVID-19 has thrown a lot of the old world’s rules out and left brands wondering how to best serve customers as a viral disease rages the world over. Though COVID-19 has changed all the rules, businesses needn’t necessarily change how they approach customer service and customer experience (CX) in these challenging times.

The 3 Quarterly Business Review Examples


Quarterly business reviews or QBRs as they are lovingly called (or with hate ) in the customer success world are a customer success manager’s second most important scheduled meeting with the customer.

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