Tue.Oct 08, 2019

10 Ways to Identify (and Lose) Bad Customers


We all know bad customers are unpleasant to deal with. The consequences of bad customers can reach into other aspects of your business, too. They contribute to churn when they don’t listen to you and don’t realize value from your offering.

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The Ever-Changing World of Customer Service Chatbot Creation

Creative Virtual

By Jeff Clifford, Project/Account Manager. I started building virtual agents and chatbots for customer service more than 12 years ago. A lot has certainly changed in that time. I talked about some of the changes in my Meet the Team interview a couple of years ago, but the industry has continued to evolved since then. In my experience, there has been a major shift in customer expectations since 2015/2016 in the customer service chatbot industry.

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Proactive Customer Success Strategies that will get You Ahead of the Game


Proactive customer success means focusing on what is going to happen next. It is about making things better, taking things further, and using your understanding of your customers to prepare them for the next phase of their business growth.

3 Easy Ways to Appreciate Your Agents During Customer Service Week

Contact Center Pipeline

Happy Customer Service Week! Hopefully, your Customer Service Week celebration has kicked off and your agents are basking in the glow of much-deserved recognition, food and gifts!

ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

Deliver Better Customer Service by Breaking Down Internal Barriers

CSM Magazine

In the second of a special Customer Service Week series, Samantha Saunders, Head of Innovation & Regulatory Compliance at OmniServ explores how cross-training staff improves morale, attitude and service delivery.

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Fonolo Investigates: How Retailers are Using Customer Data to Gain a Competitive Advantage


Back in 2017, The Economist boldly declared that “The world’s most valuable resource is no longer oil, but data.” ” As we head into 2020, no one would bat an eyelid at this statement.

Five Things CEOs Want Their Sales Leaders To Know

Integrity Solutions

When it comes to the sales leader’s performance, the best CEOs are holding them accountable for more than just the number; they expect them to grow their people, too. As the revenue producers, it’s not surprising that the sales function is always on the mind of the CEO.

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Data Protection: The Last Line of Defense for Your Data Center


Just recently, one of my customers—a large K-12 School District—was hit by a major ransomware breach. Just how major was it? The breach was so major that the whole (and I really mean the WHOLE) data center was inoperable. Primary data and backup data was encrypted beyond usability.

8 Must Read Business Books for your Growing Team


Reading is a luxury—giving your employees the opportunity to read for work is incredibly valuable, both for you and for them. One of the best benefits that you can provide for your employees is the benefit of learning.

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

Tips for Creating the Perfectly Optimized Blog Post as Per SEO Standards


Content is the most important tool for any website when it comes to online marketing, increasing traffic and overall SEO. You cannot go through any how-to guide about SEO these days without reading about how essential good content is. But it is not only about having high-quality content on the site.

I’ve heard of speech analytics to analyze phone calls; what’s used for the new digital channels?

DMG Consulting

Question: I’ve heard of speech analytics to analyze phone calls; what’s used for the new digital channels? Answer: Interaction analytics (IA), which combines speech and text analytics capabilities, enables enterprises to gain insights from both voice and digital channels. IA solutions convert unstructured recorded and/or live-stream audio and digital customer conversations into transcripts. Once transcribed, structured output files can be categorized, filtered, searched and analyzed.

5 Top Reasons You Should Use Facebook Ads To Promote Your Brand


Everyone and their mother (literally) have Facebook now, right? Shouldn’t this make advertising to a large audience easier? Yes, this still rings true! Read on to learn about the 5 top reasons you should use Facebook ads to promote your brand.

Breaking the mold with customer experience innovation labs

TELUS International


Vanilla Conversations: A Virtual Conference on May 19-21

Communities are important. They help us learn, grow, share and most importantly, connect—which is especially important during these difficult times. But creating great communities that serve this purpose, or any purpose, can be difficult to perfect, even for the seasoned community manager or enterprise organization. That's why we've created The Virtual Community Expo. Join Vanilla Forums for their free 3 day expo, where you'll hear from nearly 30 speakers on all things that matter in the community space. We can't meet in person, and so, this is where the conversation continues.

Transforming Customer Experience with Data: 5 Tips

Answer Dash

All companies aspire to deliver superlative personalization and customer experience. Brands like Disney, Amazon, and Netflix deliver amazing CX in our personal lives, but why haven’t more brands achieved these heady heights?

Lessons From The Overlook: Be Flexible

Toister Performance Solutions

Note: Lessons from The Overlook is a monthly update on lessons learned from owning a vacation rental property in the Southern California mountain town of Idyllwild. It's a hands-on opportunity to apply some of the techniques I advise my clients to use. You can find past updates here.

Feel Like You Are Flying Blind? Call Center KPIs and Benchmarks Can Help

NICE inContact

Before modern avionics, pilots set a fixed point on the horizon and flew their planes using a center stick and right and left rudder pedals. These controls allowed the pilot to keep the airplane on course by controlling altitude and direction.

The countdown to IACP 2019


In my blog last month, I discussed how my team and I have been preparing for the upcoming International Association of Chiefs of Police annual conference (IACP 2019).


Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

11 Important Leadership Lessons from a PIXAR Founder

Russel Lolacher

Our own experiences, successes and failures, are necessary for our learning in how to be better leaders. But it’s also pretty important to look at other people’s big wins and crashing burns.

The importance of customer feedback management


Collecting customer feedback is critical for the long-term success of your business. Top performing companies understand the important role customer feedback plays in business.

4 Reasons to Switch to a Virtual Contact Center


Technology allows more organizations to operate with greater flexibility. Companies have the option to expand their hiring options to a global scale. This ensures that they find the right skills and talent necessary for key positions in the organization, regardless of location.

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Recap: How Your Direct-to-Consumer Support Team Can Sleigh the Holidays


We all know that the holidays season isn’t just sugar plums and snowmen — especially not for direct-to-consumer brands. Order volumes are high, seasonal policies and promotions are plentiful, and over 40% of revenue is on the line. And no one is feeling the pressure quite like customer support teams.

The 2019 Technographic Data Report for B2B Sales Organizations

In this report, ZoomInfo substantiates the assertion that technographic data is a vital resource for sales teams. In fact, the majority of respondents agree—with 72.3% reporting that technographic data is either somewhat important or very important to their organization. The reason for this is simple—sales teams value technographic data because it makes essential selling activities easier and more efficient.

The Top SaaS Metrics Your CSM Team Needs to Monitor


As a CSM or customer success leader, you know the importance of success – not just for your customers, but for your department and your business as a whole. But what is the best way to define success in these avenues? Success isn’t based on “we think” or “we feel”. It’s based on data.

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Spearline’s Automated Number Test Campaign: 10 Years Strong


10 years ago, Spearline developed the first-ever automated testing platform to proactively monitor global toll, toll-free, inbound and dial-out numbers.

The Future of Contact Centers: Where Will Technology Take Us?

24-7 InTouch

At a time where technology is changing at a rapid rate, the future becomes nearly impossible to accurately predict. The reality is that these technological advances have resulted in major changes to both customer and employee experience

The Fall of Summer

Chip Bell

Fall leaves are a lot like customers. They typically don’t depart simply due to the lure of a competitor like gravity invites a leaf to the ground. They are pushed out by the negative force of poor service or indifferent service. All my life I thought that fall leaves departed the tree because they got too old to hang onto the branch and gravity bested their grasp. It does not work that way.

The Time-Saving Power of Intent Data for Sales

By using the power of intent data, capturing buyer interest has become more feasible for sales. Not only that, but using it will save immense time during your workflow; a win-win on all fronts.