Steve DiGioia
JULY 6, 2020
Remember when you’d fall asleep on the living room couch and wake up after midnight to a TV that was all static because the stations when off the air ? Remember when the 5-second rule applied for almost any food that fell on the floor? Remember when your mom said, “ I don’t care that Jimmy isn’t wearing a coat. You’re not going out without one” ? Remember when Jordache Jeans were the big fashion wear in the ’70s and early ’80s?
ShepHyken
JULY 6, 2020
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. The most important customer service qualities in the next normal: Expertise, empathy, and speed by Vala Afshar. (ZDNet) Salesforce surveyed over 3,500 consumers worldwide to understand what customers need, and how companies can deliver the best customer service experi
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GetFeedback
JULY 6, 2020
Interview with Corrina Owens, marketing and demand generation manager at SpendHQ—a leading SaaS spend analysis solution—about her career in the customer experience space.
TELUS International
JULY 6, 2020
As economies around the world cautiously re-open, travel and hospitality brands' CX needs will likely remain unpredictable for the foreseeable future. Discover the keys to successfully navigating the road to recovery.
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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.
GetFeedback
JULY 6, 2020
Leverage key CX metrics to demonstrate the value of customer experience and build partnerships across departments.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Tethr
JULY 6, 2020
It’s too early to brush COVID-19’s sweeping impact aside, but call center leaders are already looking for ways to proactively ready themselves and their teams for the next crisis—or the second wave of this one. While pandemics are rare indeed, things like drastic regulation changes and natural disasters are other scenarios that need careful planning and intellectual anticipation.
CSM Practice
JULY 6, 2020
Providing value to customers is tough in any industry. Companies, in whatever business they may be, must constantly aim to be better at understanding what their customers want and need to achieve customers’ value. They must keep engaging and communicating with their customers to satiate the promises they fostered to them. . For companies, targeting the customers is just the beginning which means effort should not stop there.
TeamSupport
JULY 6, 2020
Has your Inbox has screamed, “Enough!” because of all of the e-mails related to support tickets piled up? This is one of the top pain points reported by B2B customer support professionals, and this four-part blog series will explore how the right B2B customer support software will help you solve for all of them. Let’s start with Part 1: Using a B2B help desk ticketing system powered by advanced technologies to resolve more tickets, shorten issue resolution time, and leave your inbox for email, n
Spearline
JULY 6, 2020
Welcome Switzerland to Spearline mobile testing! Here at Spearline, our main goal is to replicate your customers' call experience with your organization. We are always working to ensure it is of the best quality. Testing your numbers around the world needs global coverage, and we are getting closer to covering that scale. We are therefore delighted to announce that Switzerland mobile is certified, and is available for immediate testing.
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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
CSM Practice
JULY 6, 2020
Providing customers’ value is tough in any industry. Companies, in whatever business they may be, must constantly aim to be better at understanding what their customers want and need to achieve customers’ value. They must keep engaging and communicating with their customers to satiate the promises they fostered to them. . For companies, targeting the customers is just the beginning which means effort should not stop there.
NICE inContact
JULY 6, 2020
Watch and discover how CXone empowers agents, supervisors, and admins to drive efficiency and deliver exceptional customer experiences with a total solution suite. Call center software is not easy. There are tons of little pieces and parts and lots of ways to build it today. For contact center software consider this.
CSM Practice
JULY 6, 2020
To many, SaaS has always been tricky, and the current global economic downturn caused by the Coronavirus pandemic has only exacerbated it. However, most business leaders agree that the subscription model is inherently better suited to growth and profitability than the traditional way of selling services. After all, the very motive of these companies is to adapt to the situation, and further improve the overall performance through expansion selling strategies.
Concentrix
JULY 6, 2020
Listen to this webinar to learn how you can enable a more productive remote agent workforce while ensuring data security and compliance. The post Learn how to stay compliant when agents are working remotely appeared first on Concentrix.
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.
CSM Practice
JULY 6, 2020
To many, SaaS has always been tricky, and the current global economic downturn caused by the Coronavirus pandemic has only exacerbated it. However, most business leaders agree that the subscription model is inherently better suited to growth and profitability than the traditional way of selling services. After all, the very motive of these companies is to adapt to the situation, and further improve the overall performance through expansion selling strategies.
Concentrix
JULY 6, 2020
How Concentrix has helped bridge the technological gaps that so many companies have suddenly faced amidst COVID-19. The post PODCAST: Making Meaningful Differences in Dramatically Changing Times with Jyllene Miller appeared first on Concentrix.
Ansafone
JULY 6, 2020
Communication is key for any business, and it has become increasingly more challenging during the current COVID-19 pandemic. Being able to reach out to your customers and provide them with the information they need will help maintain relationships and connections. So how do you maintain this flow of information? Should you change your current communication … Tips for Client Communication Strategies During COVID-19 Read More » The post Tips for Client Communication Strategies During COVID-1
GetFeedback
JULY 6, 2020
How to collect customer feedback and take action to improve the user experience of your website.
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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.
Playvox
JULY 6, 2020
When scaling and streamlining your customer service teams, most companies first look at how to reduce areas such as First Response Time (FRT), First Contact Resolution (FCR) or Average Handle Time (AHT) among others.
inmoment
JULY 6, 2020
The Coronavirus pandemic has left no industry unscathed, especially retail banking. As banking brands reel from everything from a reduction of in-branch business to the economic crunch at large, it’s imperative that they adapt to these and other challenges if they hope to emerge from this crisis in a strong position. As we outline in our recent white paper on this subject, Five Predictions About The Future of Retail Banking , retail banking brands can achieve this goal by asking the right questi
Wowdesk Blog
JULY 6, 2020
Launching your own startup is equivalent to raising a baby from scratch. You put all of your best efforts and energy into treating it right and developing all those things that are needed to stay ahead in the competitive market. Trust us, it is no easy task. A startup begins with a great idea and ends up surviving in the cut to throat competitive market along with keeping its customers happy. .
City Communications
JULY 6, 2020
If you have telecom contracts expiring in the next 6 months, we should talk. Typically telecom contracts are between one and three years in length, with some extending out to the five-year mark. Most of them either auto-renew for a new term at the same price, or they roll over to higher month-to-month rates. Typically, we recommend having a conversation with us about the services, what changes you might need, and what pricing is available.
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!
C Space
JULY 6, 2020
The Brand Move Roundup – July 6, 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.
CSM Magazine
JULY 6, 2020
Finding potential customers for your business is not that hard to do, but how do you ensure that the customers you find are ones who will actually buy the products or services you are providing, and not just browsing through? You do not have to worry about finding an answer to that question anymore because following these tips might just help you paying customers more than ever before.
Topdown
JULY 6, 2020
The customer experience (CX) is one of the most valuable currencies around these days. An outstanding CX often leads to social media posts and word-of-mouth referrals. Delivering an exceptional CX has been found to actually boost revenues and increase profitability.
SmartKarrot
JULY 6, 2020
Source. Everytime you sell your product to a new customer, you need to consider how much free time they have. Why would they add something extra to their daily tasks? That means, why would they take out some extra time from their busy schedule to use your product on a daily basis? Understanding this question would lead you towards getting the nuances of SaaS product adoption.
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
Skybridge
JULY 6, 2020
The short-term steps you take immediately after a crisis can have a huge long-term impact on customer trust. You already knew that. You probably even had a business continuity plan that detailed the 3 basics for rebounding after catastrophe: move swiftly to identify and contain the problem ; reassure your customers – and employees – that you have solutions in place to correct the problem ; and make the changes necessary to prevent the problem from happening again.
SmartKarrot
JULY 6, 2020
Role: Customer Success Manager Location: San Fransisco, US Organization: M onday.com This role is highly client facing and you are responsible for providing exceptional product and service experience to the customers/clients. Drive product adoption and customer success. Identify growth opportunities. Apply here: [link] Role: Major Account Manager Location: New York, US Organization: Cohesity Build and maintain longterm relationships with clients at different levels.
SmartKarrot
JULY 6, 2020
Customer success as the name suggests is about your customer’s success. And this success goes beyond mere satisfaction and maximum usage of your product and Customer Success Program. It needs to be defined from the customer’s point of view. How does your customer describe a great experience? What are the goals they are trying to achieve? What is the value they are looking to gain from your product/service and extended support?
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