Playvox
FEBRUARY 19, 2021
You know your customers. You spend hours obsessing over every aspect of their interaction with your brand, because you know that a great customer experience is a near-guarantee of customer retention and expansion.
ShepHyken
FEBRUARY 19, 2021
This week we feature an article from Emily Lavin, Content & Social Executive at Oak Engage. She shares a 3-step guide on how to improve the employee experience while maximizing customer engagement. Where would a business be without a customer service team? There’s no denying that without an effective customer service team , a business would fall apart.
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Comm100
FEBRUARY 19, 2021
Buzzwords come and go in the customer experience world, but while we lose our patience with most, there are some that rightfully stick around. In 2013, Forrester Research landed on one such phrase – the ‘age of the customer’. Customers have more power than ever to get their voice heard and listened to. Brands are forever fearing that one viral tweet could severely damage or even destroy their carefully constructed brand image in a fleeting yet far-reaching flurry of complaints. .
GetFeedback
FEBRUARY 19, 2021
The ultimate guide for using VoC surveys to improve the customer experience.
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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.
Eptica
FEBRUARY 19, 2021
Date: Friday, February 19, 2021 Author: Pauline Ashenden - Demand Generation Manager How to build mental muscle memory for customer service success. Published on: February 19, 2021. Author: Pauline Ashenden - Demand Generation Manager Ensuring your agents are customer-focused and positive when talking to customers requires mental muscle memory, with automatically putting the customer first ingrained in everything you do.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Quality Contact Solutions
FEBRUARY 19, 2021
By Steve Small, Vice President of Information Services Any telemarketing report is only as good as the reported data. You can create the most aesthetically appealing and sophisticated report that anyone has ever seen; however, if the data isn’t accurate, it’ll be useless. At Quality Contact Solutions , we pride ourselves on the accuracy and quality of the data we report.
ProProfs Blog
FEBRUARY 19, 2021
Imagine there is a customer browsing your product page for a while. The customer explores the product images, scans through the features, checks the pricing, and hits the ‘Buy now’ button. . After encountering multiple slow loading pages, the customer leaves without making the purchase. Now, what went wrong? . The customer did not have a seamless checkout experience.
Jon Arnold
FEBRUARY 19, 2021
I recently wrote a white paper for Mitel on the importance of digital CX - customer experience - for contact centers, and the impact of COVID-19 on what constitutes a good CX. The white paper has been well-received, and we recently did a Twitter chat on the topic, which was also well-received. We’re topping all this out now with a webinar, which will be on Thursday, March 4.
Totango
FEBRUARY 19, 2021
Know the Most Important Customer Satisfaction KPI Metrics to Monitor. Your customer satisfaction KPI data lends you invaluable insight into whether your customers are likely to buy from you again or promote you to others. Knowing your customer satisfaction numbers can help you flag potential problems, reduce churn and boost customer retention. Here’s a look at five of the most important customer satisfaction KPI metrics to track, why they matter, how automation can help you keep on top of them a
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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
GetFeedback
FEBRUARY 19, 2021
Everything you need to know about the NPS question, its history, and how to use it.
aircall
FEBRUARY 19, 2021
CSAT is a term that’s used frequently in marketing. With all the work that goes into product development, manufacturing, and marketing, customer success often comes down to the results of a CSAT score. Every department within your company plays a role in contributing to customer satisfaction. In part, your company’s reputation relies on getting customers to weigh in with five stars or the happiest emoji. .
Nuance
FEBRUARY 19, 2021
Opus Research released its annual Decision Makers’ Guide to Enterprise Intelligent Assistants—which, for the fourth year in a row, has named Nuance the highest-rated vendor. The report provides a comprehensive assessment of enterprise-grade Intelligent Assistant solution providers bringing natural language processing, machine learning, AI and analytics to support customer care, self-service, employee assistance, messaging, and [.
AnswerConnect
FEBRUARY 19, 2021
Starting 2021 with some good news, we can announce that, through our partnerships with several non-profit environmental organizations, we have now planted over 500,000 trees worldwide. Over the next 40. The post AnswerConnect helps plant over half a million trees appeared first on AnswerConnect Blog.
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.
Nuance
FEBRUARY 19, 2021
Grocery retailers faced a seismic shift in 2020 and consumers quickly adapted to the new ways to shop and engage with their grocery store. Forrester Research describes how the pivot to grocery digital self-service options is the key to business growth, customer retention and acquisition in 2021 and beyond. Nuance is aligned with this guidance [.] The post Grocery retailers’ transformation strategies will accelerate in 2021 appeared first on What’s next.
AnswerConnect
FEBRUARY 19, 2021
Starting 2021 with some good news, we can announce that, through our partnerships with several non-profit environmental organizations, we have now planted over 500,000 trees worldwide. Over the next 40. The post AnswerConnect helps plant over half a million trees appeared first on AnswerConnect Blog.
NobelBiz
FEBRUARY 19, 2021
Contact center enthusiasts draw near, Season 2 is here! To keep the tradition, this season will also be opened by our beloved CEO, Steve Bederman, as guest for Episode 1. Don't miss this upbeat discussion about literature, leadership, contact center trends and a lifetime of lessons learned. The post A lifetime of lessons learned, with Steve Bederman appeared first on NobelBiz®.
CSM Magazine
FEBRUARY 19, 2021
BigChange, the mobile workforce management technology company, today announced that EDF has selected its pioneering JobWatch system to support the delivery of metering and energy services in the UK. . EDF’s Energy Solutions division will use BigChange’s JobWatch system to manage the activities of field engineers serving business customers. Jobs will be scheduled and automatically dispatched through JobWatch, with activities allocated to the most appropriate engineer after considering a range of
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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.
NobelBiz
FEBRUARY 19, 2021
Rarely do we have the occasion to sneak peek behind the creative process of an Amazon Bestselling author such as Steve Bederman. Find out what Steve`s new book is all about and meet its main character, Mitch Jacobs. The post VIDEO: Steve Bederman’s Upcoming Books appeared first on NobelBiz®.
Merchants
FEBRUARY 19, 2021
In October 2020, the City of Cape Town (COCT) announced that it would partner with the National Skills Fund as well as the BPO industry at large to fund training for candidates in the BPO sector. The post Merchants and City of Cape Town partnerships prepares SA youth for 4IR appeared first on Business Process Outsourcing Services | Merchants CX SA.
NobelBiz
FEBRUARY 19, 2021
There is no need to emphasize the importance of Customer Relationship. Everyone agrees that a successful business is built on a solid customer relationship. But few people really know HOW to grow such a relationship. Well, as you might have expected, Steve knows a thing or two about this. The post VIDEO: The Importance of Customer Relationships in 2021 appeared first on NobelBiz®.
inSided
FEBRUARY 19, 2021
So far in our Close the Loop series we’ve looked at who should own customer feedback , we’ve walked you through our own ideation process at inSided , and how Customer Success can manage feedback effectively. Today, we want to talk about why a customer community is the best channel to collect customer feedback. Let’s dive straight in.
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!
NobelBiz
FEBRUARY 19, 2021
Yoga sessions on workdays can be extremely beneficial, not only for the body and mind, but also contributes to a healthy company culture. Apparently, yoga is a great way to tackle the challenges brought about the Work From Home Revolution. Find out how! The post VIDEO & ARTICLE: Benefits of Yoga in the Workplace appeared first on NobelBiz®.
Enghouse Interactive
FEBRUARY 19, 2021
If you’ve worked for any length of time at a contact centre or in tech support or any similar setting–if you’re one of those great people who serve the public day in and day out, handset to handset, terminal to terminal, or even masked face to masked face–you know the value of the “mental muscle memory” that guides much of what you do. It’s similar to the muscle memory that those who play an instrument or a sport owe so much to when it comes to remembering a piano sonata, a racquet grip, or wher
NobelBiz
FEBRUARY 19, 2021
Going into 2021, we can foresee a few things in the contact center space that will remain in plain focus: a seamless customer journey, personalized customer experiences, relationship and agent empowerment. The post VIDEO & ARTICLE: Top Contact Center Trends in 2021 appeared first on NobelBiz®.
C Space
FEBRUARY 19, 2021
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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
NobelBiz
FEBRUARY 19, 2021
Steve Bederman closes the 1st podcast episode of Season 2 with a few thoughts on what the future holds on a personal and professional level: envisioning a post-pandemic life, the launch of two new books, travel plans and business continuity for NobelBiz. The post VIDEO: What Does 2021 Look Like for Steve Bederman appeared first on NobelBiz®.
SmartKarrot
FEBRUARY 19, 2021
Role: Director of Customer Success Location: Remote, United States Organization: Ivalua As a Director of Customer Success, you will be accountable for the success of the Ivalua customer journey as measured by the net revenue retention for each customer and adoption. Lead the Americas team that is responsible for quarter-backing the execution of the Outcome Delivery, Customer Management, Escalation and Renewal playbooks with Ivalua customers.
NobelBiz
FEBRUARY 19, 2021
Creating a bulletproof business plan in times of great financial distress, like the one we are in at the moment, takes vision and strategic thinking and, above all, experience. This is why listening to a seasoned CEO like Steve Bederman is probably the first thing you should do. The post VIDEO: Advice from a CEO on Your 2021 Business Plan appeared first on NobelBiz®.
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