Nicereply

JULY 2, 2020

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. According to research, 77% of consumers , who have gained positive experience interacting with the company will recommend it to a friend.

Management 98

Management Sales Analytics Customer Support 98

CSM Magazine

JULY 2, 2020

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. The period of lockdown from which we are slowly emerging has been near catastrophic for industries like travel and hospitality, while businesses in other sectors, such as technology and gaming, have seen a huge boost in sales.

SaaS 98

SaaS Entertainment CRM Customer Service 98

Eptica

JULY 2, 2020

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. Author: Pauline Ashenden - Demand Generation Manager In previous posts we’ve identified insights that modern customer service teams can learn from the great thinkers of classical antiquity and key historical figures.

Customer Service 142

Customer Service Customer centricity Best practices Management 142

Beyond Philosophy

JULY 2, 2020

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. There’s a silver lining in everything, even this pandemic. We discussed this subject in a recent podcast.

Customer Experience 488

Customer Experience Airlines Journey mapping Consulting 488

Advertisement

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.

Steve DiGioia

JULY 2, 2020

What do you do when you think no one is watching? Are you chewing gum, twirling your hair, or resting your foot on the wall behind you? Do you tell off-color jokes because you think no one can hear you? Is your posture one of confidence or submission? Is your face warm and welcoming to others or stern and stand-offish? Would a customer feel comfortable approaching you or rather seek out someone else for assistance?

290

290

Integrity Solutions

JULY 2, 2020

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. The selling environment has changed significantly over the past several months, and that means your sales performance strategies, plans and approaches are going to have to adapt along with it.

Sales 127

Sales Personalization Management 127

Customercount

JULY 2, 2020

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.

98

98

ChurnZero

JULY 2, 2020

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. It takes a village to raise a customer-centric company. Your entire organization must invest in rallying around the customer.

Chief Customer Officer 98

Chief Customer Officer Customer centricity Best practices Metrics 98

Tethr

JULY 2, 2020

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. . As an organization, the ability to foster or hinder an inclusive work environment can be the difference between gathering employee input and feedback, and failing to do so.

Employee engagement 84

Employee engagement Surveys Feedback 84

Advertisement

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

Surveys

UJET

JULY 2, 2020

We’re thrilled to welcome two new members to our executive leadership team, Baker Johnson as Vice President of Marketing and Dave Bullock as Vice President of Engineering. Both Baker and Dave bring extensive experience in the contact center and SaaS space, leading and scaling teams to meet the growing needs of digital-first and smartphone-centric consumers and the increasing demand for cloud-native contact center solutions.

Engineering 72

Engineering Marketing contact center solutions SaaS 72

Interactions

JULY 2, 2020

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. ARM is plagued with challenges, and they don’t seem to be getting any better.

Virtual Agent 77

Virtual Agent Contact Center Accountability Technology 77

Jon Arnold

JULY 2, 2020

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. I’ll be speaking at a few upcoming virtual events, with the next one being next week, on Thursday, July 9.

82

82

VirtualPBX

JULY 2, 2020

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.” However, the legality surrounding voice and video calls through our Business Phone Plans surrounds issues of one-party and two-party consent – the reason why you hear messages like “your call may be recorded for quality assurance purposes” at the beginning of many calls to customer service centers.

Customer Service 80

Customer Service 80

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

Guru

JULY 2, 2020

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 years, hiring managers can find themselves back to square one in no time, spending upwards of $115k to replace a sales rep.

Sales 62

Sales Management 62

Interactions

JULY 2, 2020

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. ARM is plagued with challenges, and they don’t seem to be getting any better.

Virtual Agent 62

Virtual Agent Contact Center Accountability Technology 62

Nexmo

JULY 2, 2020

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. The objective for this example is to use Amazon Comprehend to retrieve the tone analysis for an entire conversation, by channels, and then add the results to an RDS MySQL database instance. See nexmo-community/voice-channels-aws-transcribe-php , and nexmo-community/aws-voice-transcription-rds-callback-php for an understanding of what you will be wor

APIs 62

APIs 62

VocalCom

JULY 2, 2020

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”. The necessary acceleration of contact centers’ digitalization will bring to the fore the crucial value of the human touch.

Contact Center 62

Contact Center Self service Chatbots Virtual Agent 62

Advertisement

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

Ambs Call Center

JULY 2, 2020

Wouldn’t it be great if employees came to work when they’re supposed to? On time, every time? In an ideal world we wouldn’t need to worry about absent employees or those who arrive late. But we do. Attendance issues are something every company faces. And the larger the company the bigger the problem.

63

63

Acquire BPO

JULY 2, 2020

Acquire BPO has just completed 100% acquisition of The SMART Group, an onshore outsourcing provider based in Melbourne, Australia. This acquisition will see us expand our capabilities domestically and: Provide right-shoring services, where majority of contact may be offshore and escalated issues remain onshore. Offer service delivery options at all stages of a business’ evolution.

Government 52

Government outsourcing Sales Marketing 52

CustomerSuccessBox

JULY 2, 2020

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. The first is obviously the customer onboarding meetings which are essential to retaining any B2B SaaS customer. QBRs are a CSM’s chance to showcase how their product has met the customer’s KPIs.

SaaS 52

SaaS Upselling B2B Feedback 52

C Space

JULY 2, 2020

The Brand Move Roundup – July 2, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. Three months ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis. What’s now becoming clear is that the current climate is one of near-perpetual disruption.

Airlines 52

Airlines Advertising Automotive Multichannel 52

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

CSM Magazine

JULY 2, 2020

AI-driven technology is changing the way brands interact with their customers and allowing for more accurate, well-informed responses. With the importance of customer service and experience departments highlighted in the past few months, it is expected there will be a sharpened focus on ways to maximise efficiency. What innovations will make the difference?

Chatbots 52

Chatbots Customer Care Technology Personalization 52

Horizon CX

JULY 2, 2020

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. That was a racist act of killing for pure pleasure by the hand of someone whose job it was to protect and serve the public—an officer of the law whose empathy and emotions were unchecked and fully unleashed while two fellow officers of the law stood by in silence allowing the killer to finish up his deadly deed.

Personalization 52

Personalization Surveys Sales Management 52

CSM Magazine

JULY 2, 2020

The first-of-its-kind, proven framework shows businesses how to deliver modern, next-generation customer service with conversational support. Intercom , the Conversational Relationship Platform that helps businesses drive faster growth, has announced the launch of the Conversational Support Funnel, the first holistic framework for delivering and scaling modern, next-generation customer support through a messenger-first experience.

Customer Support 52

Customer Support Morale Chatbots Engineering 52

bold360 Blog

JULY 2, 2020

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. You just need to find what works for you, focus, double down, and iterate on it. To drive growth faster, you need to learn faster.

Engineering 52

Engineering 52

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

Journey mapping

kommunicate

JULY 2, 2020

We hope you’re staying safe and healthy. In the month of June, we have added some powerful features and improved the existing ones in your favorite customer support suite. If you have missed the previous updates, please head here. Web APP Kompose Multiple User Messages GUI improvements have been done for Kompose. Improved the result [.]. The post Here’s What’s New from June 2020|Kommunicate Product Updates appeared first on Kommunicate Blog.

Customer Support 52

Customer Support 52

Global Response

JULY 2, 2020

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.

Call Center 48

Call Center Technology Customer Experience 48

inmoment

JULY 2, 2020

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.

Best practices 40

Best practices Customer Experience Customer Service 40