Wed.Sep 23, 2020

5 Ways Brands use eCommerce Data to Improve Their Customer Service

CSM Magazine

Data can wield tremendous power in the eCommerce race. With more players than ever, securing data about your customers, competitors, and the market can be decisive. Since people and markets are always changing, data should be updated continuously.

Following the Shot In

ShepHyken

Much of my life is spent traveling. Lately, I’ve been home more than usual, along with most other people in the era of COVID-19. When I am home, I play hockey three or four times a week.

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Outbound Call Center Tips & Best Practices

Callminer

Outbound call centers depend on skilled and well-trained agents as much as useful software to consistently meet business goals. Keeping an outbound call center operating efficiently means making the most of both the talent you have on hand and the tools you can afford to implement.

Contact Centers Today… A Management Balancing Act

Contact Center Pipeline

The idiom “balancing act” is defined by dictionary.com as “a circus act in which a performer displays his or her balancing ability.” From where I sit, this definition suits many a contact center.

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!

During Times of Crisis, the Best Investment is CX

CCNG

The question is simple but the answer may be complex. Do your customers view you as an organization that is easy to do business with? This is at the essence of what customer experience is all about. Our ability to deliver on our brand promise and customer expectations.

CCNG 195

More Trending

3 ways to bolster remote security by tracking agent activities in real time

Talkdesk

Now that your teams have successfully transitioned and adapted to a work-from-home (WFH) routine, it’s time to consider new strategies to keep business operations running smoothly. One of the primary concerns in a WFH environment is information security.

Can Workforce Engagement Turn Your Problem Agent into a Model Agent?

NICE inContact

There’s always at least one in every contact center. The agent that tests your patience, triggers an eye-twitch, elicits some curse words (in your head, of course) and makes your job as a contact center manager much more challenging at times.

Customer Support Services for Customer Retention in DTH Company

OctopusTech

Customers are the base of every business. With vast competition in the DTH industry, identifying the target for the company’s growth is very important. Dedicating the resources for customer support also adds up. For this purpose, a DTH company must hire Customer Support Services.

Part 2: How Artificial Intelligence Is Affecting the B2B Customer Support Sector

Team Support

The main focus of B2B companies is to offer unmatched support to their customers.

B2B 60

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!

ChurnZero Earns a 2020 Tech Cares Award from TrustRadius

ChurnZero

ChurnZero is being recognized for giving back to their community with a 2020 Tech Cares Award from TrustRadius. ChurnZero, a real-time Customer Success platform, today announced that TrustRadius has recognized the company with a 2020 Tech Cares Award.

B2B 59

Voice of the Customer: Your Secret Weapon to Strengthen Customer Service

PlayVox

The foundation of a successful business relies on its customers. Simply coasting through without hearing feedback from them will most likely lead to misfortunes financially. Any business that suffers in that regard probably won’t be around for too long. CS Tips Customer Service Voice of the Custome

8 FREE customer service classes on LinkedIn Learning!

Myra Golden

Up your customer service game! Show your boss you’re proactive. Eight classes FREE through March 2021. Opportunity.LinkedInLearning.com. Customer Experience Design

The Voicemail Paradox Is Slowly Killing Voicemail

AnswerConnect

Businesses set up their voicemail to give people a response. But guess what voicemail says? “I’m I’m unavailable to respond.” Continue Reading → The post The Voicemail Paradox Is Slowly Killing Voicemail appeared first on AnswerConnect Blog.

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

In an Age of Uncertainty, Member Experience Matters Even More

Bold360

The coronavirus pandemic has upended your members’ lives, whether due to financial hardship, health concerns, or lifestyle changes.

The voicemail paradox is slowly killing voicemail

AnswerConnect

Businesses set up their voicemail to give people a response. But guess what voicemail says? “I’m I’m unavailable to respond.” Continue Reading → The post The voicemail paradox is slowly killing voicemail appeared first on AnswerConnect Blog.

The Technology Now Needed For Customer Service

Martin Hill-Wilson

I was challenged by Leigh Hopwood, the CCMA’s new CEO to provide a 90 second summary of technology needs in today’s service world. This is what was shared at the 2020 virtual awards. Continue reading The Technology Now Needed For Customer Service at BrainFood. Customer Service technolog

The voicemail paradox is slowly killing voicemail

AnswerConnect

Businesses set up their voicemail to give people a response. But guess what voicemail says? “I’m I’m unavailable to respond.” Continue Reading → The post The voicemail paradox is slowly killing voicemail appeared first on AnswerConnect Blog.

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!

Guest Post: Emotive CX for Customer Interaction

Eptica

Date: Wednesday, September 23, 2020 Author: Guest author: Martin Hill-Wilson Guest Post: Emotive CX for Customer Interaction. Published on: September 23, 2020.

A Delighted game-changer: Smart Trends for AI-driven survey text analysis

delighted

As part of our mission to build a turnkey customer experience platform, we’ve always been aware of the need for an automated feedback analysis solution. After a year spent fine-tuning our survey text analysis algorithm, we’re excited to announce that it’s finally ready.

Top 10 Questions to Ask a Customer Success Software Vendor

SmartKarrot

If you’ve landed on this page then I assume you have grown over the traditional ways of executing customer success. Most of the CSMs try various options before they finally realize the need for customer success software for SaaS.

Brand Move Roundup – September 23, 2020

C Space

The Brand Move Roundup – September 23, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. In early March we began reporting daily on how brands were dealing with Covid-19. But it’s become clear that the current climate is one of near-perpetual disruption, so we decided to keep on telling the stories of inspiring brand leadership and strategy amid the latest crises in an anxious world.

Customer Communities Elevate the Customer Experience

Speaker: Rachel Happe

An online community is an increasingly vital part of many leading companies’ support strategies. Creating a branded place where your customers can ask and answer questions, interact with each other, and search for the information they need is a great way to decrease the burden on your staff and allow them to focus on the customers that really need their help. Join us at 9:00 am EST on Nov 18th for this talk by Rachel Happe, founder of industry-leading strategists The Community Roundtable, you will learn the effectiveness of community in empowering your customers, and generating value for your business.

The Importance of Time to Value for SaaS Businesses and 10 Ways to Improve It

SmartKarrot

A customer journey starts from the first time they hear about your product. That means when they are at the top of the funnel. They go through various stages dealing with your marketing and sales team until they arrive at the onboarding phase. But what is the end-point of your onboarding?

SaaS 52

How to Spark Employee Happiness While Working Remotely

Guru

This is a Guest post from Sarah Mooney Director of Demand Generation @ LEON. A positive company culture is one of the fundamental requirements of any productive workplace. If your team members have a negative mindset while they're working, it's more than likely to reflect poorly on their performance.

Empathy in the Workplace: The Bedrock of a Customer-First Business Model

SmartKarrot

Being cynical is easier these days. We are running on empathy and emotional deficit. But what we choose to do with our emotions is totally up to us. So how do we switch to a rather positive virtue? Or in simpler terms, how do we choose empathy instead?

SaaS 52

Emotive CX for Customer Interaction

Enghouse Interactive

If customer experience management is about anything, it could be described as a determined effort to follow through on the brand promise. In other words, making sure customer outcomes match their expectations which are influenced by the way a brand promotes itself and appears to its audiences.

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

5 Reasons SaaS Customers Need a Dedicated Customer Success Manager

SmartKarrot

Almost, all the time a customer’s first strategy is quintessential for any given business. You need to know what your customers want and need. In such cases, it is sometimes essential to hire a ‘particular’ whose sole intention is to build the customer base and focus on serving their interests.

SaaS 52