ShepHyken

JULY 3, 2020

This week we feature an article by Jake Rheude, Director of Marketing at Red Stag Fulfillment. He writes about how to best perform e-commerce customer service. Impeccable customer service helps you hit the hearts of your followers. After all, any good brand out there does not just only have customers. They also have followers and brand advocates. You can achieve that by providing the best customer service possible.

Customer Service 302

Customer Service Multichannel CRM Advertising 302

Myra Golden Media

JULY 3, 2020

As a certified Master De-escalation Instructor, I have the expertise to guide you through the COVID-19 stressful encounters you’re sure to have with customers. Learn more or schedule time to talk to me about your objectives.

Customer Experience 120

Customer Experience 120

Inbenta

JULY 3, 2020

How does WhatsApp Business work? As per the original application, WhatsApp Business is a free downloadable app available for Android and iOS smartphones. However, WhatsApp users can now communicate with a company chatbot through the chat interface as they would talk to a real person. WhatsApp Business also has additional features to differentiate it from an individual account and aimed at facilitating business-to-customer communication.

Chatbots 98

Chatbots APIs Wait times CRM 98

Talkdesk

JULY 3, 2020

Business continuity has become a crucial topic for organizations in 2020. As the COVID-19 pandemic struck the globe, businesses were forced to migrate to a remote work scenario, many of them relying on cloud-based or cloud-native solutions to do so. As the transition was done at a fast pace to ensure that businesses did not miss a beat, some structural aspects might not have received the attention they should, such as security.

Contact Center 82

Contact Center Customer centricity Best practices Service level 82

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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.

Concentrix

JULY 3, 2020

As we continue our efforts to keep you informed of the COVID-19 situation across the globe, countries in APAC and LATAM roll back and extend restrictions as new outbreaks occur. Most countries in EMEA continue with reopening plans, opening their borders to other European countries. The United States remains the worst country at controlling the spread, with daily infection numbers.

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CSM Magazine

JULY 3, 2020

Michael Reiserer, MD EASY Software Germany, highlights findings from a recent UK survey that reveal many companies are making good progress towards employee and supplier experience management but there is still work to be done. Most UK firms are doing a good job of collecting, analysing and enhancing customer experience (CX). And many are now turning their attention to employee and supplier experience, according to a recent report.

Telecommunications 52

Telecommunications Finance Surveys Employee engagement 52

Hodusoft

JULY 3, 2020

Enterprise operations need the best communication platform. Naturally, VoIP is the best thing that happened to business and IP PBX simply transforms enterprise operations across the board. Current IP PBX software is much more than plain voice telephony; it is the all-in-one communication and collaboration platform you just cannot do without. You can buy and install a solution on-premise or opt for multi-tenant IP PBX software.

Enterprise 52

Enterprise voip Interactive Voice Response Self service 52

Back Office Centers

JULY 3, 2020

You hand over your company tasks to employees who are the most suitable for them. But the same cannot be said for back office tasks. Companies often offload these tasks to newcomers, secretaries and many other core process employees. This often results in erroneous work, which compromises the integrity of your critical operations. In this day and age, back office is almost as important as front office.

outsourcing 40

outsourcing Management 40

Brad Cleveland Blog

JULY 3, 2020

Studies show a strong link between engaged employees and higher levels of productivity and profitability. In one example, Gallup found that companies ranked in the top quartile for employee engagement are 18% more productive and 12% more profitable than those in lower quartiles. What do successful contact centers, those with the most engaged employees, have in common?

Employee engagement 29

Employee engagement Contact Center Call Center Customer Service 29

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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

Surveys

SmartKarrot

JULY 3, 2020

Source. When a new customer begins using your product, they are not completely convinced until they start realizing the value from it. Onboarding is not just about getting your customer familiar with the product. It is also about hand-holding the customer in the initial usage which fits right in their context. They need to start finding value from the product to make sure that their ROI is soon and easily recovered.

Metrics 10

Metrics Technical Support Education Customer retention 10

Brad Cleveland Blog

JULY 3, 2020

Studies show a strong link between engaged employees and higher levels of productivity and profitability. In one example, Gallup found that companies ranked in the top quartile for employee engagement are 18% more productive and 12% more profitable than those … Continue reading → The post Enabling a Supporting Culture appeared first on Brad Cleveland.

Employee engagement 26

Employee engagement Contact Center Call Center Customer Service 26

SmartKarrot

JULY 3, 2020

Role: Customer Success Manager Location: Columbus, OH, US Organization: FloQast As a Customer Success Manager, you will manage a diverse portfolio of customers, from SMB to enterprise, develop new business from existing clients and manage the client relationship. You will need to serve as an advocate and liaison between clients and internal cross-functional teams (including the Setup, Product Development and Sales departments) to improve the entire customer experience.

Upselling 10

Upselling SaaS Enterprise Consulting 10

Brad Cleveland Blog

JULY 3, 2020

Studies show a strong link between engaged employees and higher levels of productivity and profitability. In one example, Gallup found that companies ranked in the top quartile for employee engagement are 18% more productive and 12% more profitable than those in lower quartiles. What do successful contact centers, those with the most engaged employees, have in common?

Employee engagement 20

Employee engagement Contact Center Call Center Customer Service 20

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

SmartKarrot

JULY 3, 2020

Of much contradiction is the popular perception of SaaS. While the perception claims it is mostly sign-up, subscribe and surf, gone are the days when that was accurate. The entire process of customer onboarding , monitoring, working with stakeholders, and setting up dashboards can consume a considerable amount of time. If you are wondering how to reduce SaaS implementation time by over 40%, fret no more.

SaaS 10

SaaS Consulting Consulting Enterprise 10