ShepHyken

MAY 7, 2021

This week we feature an article by Saurav, a marketer and storyteller at Freshworks. He shares how brands can make their customers’ digital experiences more personalized. Have you recently taken your business online? Are you looking to make your digital customer experience more personalized? Know how live chat software could help you! . Live chat software is a messaging platform that allows customers to communicate with ser vice reps in real-time.

Personalization 212

Personalization Customer Experience Chatbots Metrics 212

Beyond Philosophy

MAY 7, 2021

I recently received a letter from a listener on our podcast asking us to cover how a small business with limited resources can improve their Customer Experience using the behavioral sciences in their business. We took on this topic in a recent podcast by offering tips and tricks that are either free or not an additional expense for a fictional restaurant we created.

Customer Experience 446

Customer Experience Wait times Consulting Consulting 446

Myra Golden Media

MAY 7, 2021

A participant in a workshop this week asked, “Should I tell the customer to have a good day after I’ve just given them bad news?” SMART question! While we want the customer to have a good day indeed, and we want to follow the company call framework, we need to be genuine. Watch my video learn how to genuinely give a fond farewell, even when you’ve given the customer terrible news.

Customer Experience 227

Customer Experience 227

Inbenta

MAY 7, 2021

Most customers are willing to spend more with businesses that respond fast – but 62 % of companies don’t respond to customer service emails at all! It’s astonishing that so many organizations fail to realize the risks of ignoring their most valuable asset. While customers appreciate politeness, knowledge of the product, and the ability to resolve issues – a quick response is prized above all.

Customer Service 116

Customer Service Interactive Voice Response voip Multichannel 116

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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

MAY 7, 2021

Date: Friday, May 7, 2021 Author: Pauline Ashenden - Demand Generation Manager How to migrate your contact centre to Microsoft Teams successfully. Published on: May 07, 2021. Author: Pauline Ashenden - Demand Generation Manager Microsoft Teams unlocks enormous benefits for your contact centre - from improved collaboration and greater efficiency to seamless remote and hybrid working.

Best practices 95

Best practices Management 95

Nuance

MAY 7, 2021

Often when we talk about the healthcare industry at large, we focus on a number of topics, ranging the gamut from system pressures, burnout, and patient experience, to cost, infrastructure, and interoperability. Certainly, there is an incredible amount of work we must continue to do to improve healthcare, but the reality is that while excellent healthcare is the result of a number of contributing factors, one aspect supersedes all else: strong, caring, [.

Healthcare 97

Healthcare 97

SharpenCX

MAY 7, 2021

There’s a lot of pressure on you as a manager to foster positive relationships with your agents, build those bonds, and keep your team happy. Half of your agents quit their jobs at some point in life because of a bad manager. Not only that, managers control 70% of the factors that determine how engaged their employees are. And, 52% of employees who quit said their manager could have prevented them from leaving.

Call Center 67

Call Center Construction Feedback Scripts 67

LiveVox

MAY 7, 2021

At LiveVox, we are incredibly proud of the diversity of our employees and believe that it’s important to recognize people from different cultures and backgrounds. May is Asian and South Asian Heritage Month, so we would like to celebrate the heritage of individuals from all countries in the region. While thinking through ways to show […]. The post May is Asian and South Asian Heritage Month: How We’re Giving Back and Ways You Can Help appeared first on Livevox.

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Quality Contact Solutions

MAY 7, 2021

Can Outsourced B2B Telemarketing help your organization hit its inside sales goal? If you’ve ever considered outsourcing your B2B Telemarketing , you are not alone. Many large and small organizations utilize outsourced telemarketing as part of their overall program to achieve their inside sales goals. Outsourcing varies by industry; with software, banking, financial services, insurance, healthcare, utilities, entertainment, media, and publishing industries using outsourced B2B telemarketin

Telemarketing 52

Telemarketing B2B outsourcing Entertainment 52

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

Horizon CX

MAY 7, 2021

In today’s world of surveys and Net Promoter Systems, the term “closing the loop” or “closed-loop process” have become common terms in many organizations. There are roles responsible for closed-loop programs and closing the loop with customers. There can be an extraordinary number of “loops to close” in this high-tech, high-touch, satisfaction-driven world we live in.

Surveys 52

Surveys Feedback B2C B2B 52

Unymira

MAY 7, 2021

Managing IBM licenses is complicated, especially in the server environment. IBM software has many different license types and calculation methods such as full capacity and sub-capacity for PVU. In addition, IBM also uses more complex license metrics like UVU and RVU. In fact, using a mixture of hardware and software, the company has over 900 metrics to closely track your usage.

Metrics 52

Metrics Management 52

Enghouse Interactive

MAY 7, 2021

Deploying Microsoft Teams within customer service delivers significant benefits, such as increasing collaboration, underpinning hybrid and blended working and ensuring agility by improving integration and information sharing with other departments. All of this helps to create a more unified and efficient experience for customers and agents. However, extending Teams into the contact centre requires careful planning if you are to unlock its full benefits and drive successful adoption by your peopl

Technology 42

Technology Customer Service Management Contact Center 42

ShepHyken

MAY 7, 2021

This week we feature an article by Saurav, a marketer and storyteller at Freshworks. He shares how brands can make their customers’ digital experiences more personalized. Have you recently taken your business online? Are you looking to make your digital customer experience more personalized? Know how live chat software could help you! . Live chat software is a messaging platform that allows customers to communicate with ser vice reps in real-time.

Personalization 167

Personalization Customer Experience Chatbots Metrics 167

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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.

Self service

SmartKarrot

MAY 7, 2021

In the Customer Success niche, you would have definitely come across designations like Customer Success Manager, Customer Success Leaders, and Customer Success Officers too. But there is less surety if you have met a Customer Success Engineer (CSE) in the given space. If that is what you have been pondering about lately, this blog will put an end to those queries, hopefully.

Engineering 10

Engineering Coaching Education Best practices 10

Enghouse Interactive

MAY 7, 2021

Analysts Align with Enghouse Best Practices. It’s not out of the norm to see organizations that are out-of-sync with customer expectations. With today’s accelerating rate of change, before too long, they begin to struggle. These organizations can be successful one year, and then “has-beens” the next. Whether adapting too slowly or ignoring changing expectations altogether…it’s readily apparent that change is not dictated or managed by the company itself anymore.

Customer centricity 87

Customer centricity Technology Contact Center Best practices 87

ChurnZero

MAY 7, 2021

In the rapidly maturing field of Customer Success, if you don’t stop to take stock of the strategy, processes, people, and technology that guide you, it’s easy to lose sight of where you are, and more importantly, where you’re headed. Higher Logic joined us to walk through our new Customer Success maturity model to help you better understand if your Customer Success game is lagging behind or leading the way.

Benchmark 59

Benchmark Metrics CRM B2B 59

Skybridge

MAY 7, 2021

As a growing mountain of studies continues to show, the events and effects of the past year have driven – and continue to drive – profound shifts in customer needs, preferences, and standards. For better or worse, this great reshuffling of buying behaviors has many North American brands in a tizzy. Sure, most organizations have long understood – to varying degrees – that CX (customer experience) is a driving influence on loyalty.

Customer Care 52

Customer Care Brand ambassadors Sales Marketing 52

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!

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