bold360 Blog

DECEMBER 7, 2020

COVID-19 has accelerated multiple trends, such as remote work, remote learning, digital streaming, and all kinds of multi-channel digital engagement. With customers moving so rapidly to virtual and digital spaces, organizations have been forced to pivot their customer engagement and scale their support capacities. . Prior to the pandemic, many organizations had already made large investments in digital transformation.

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Callminer

DECEMBER 7, 2020

Read this blog to learn what can go wrong with self-service systems and how these issues can hinder the customer experience.

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ShepHyken

DECEMBER 7, 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. Five Customer-Service Lessons From the Late Tony Hsieh by Ann-Marie Alcántara. (Wall Street Journal) The former chief executive of Zappos, the online shoe retailer, had a unique approach toward customers.

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Cyara

DECEMBER 7, 2020

The Gift of Time: Give More to Your Customers, and Keep More for Your Organization. Time, quality, and cost—pick only two. If you sacrifice time’s speed and efficiency for the sake of elevating quality or reducing cost, you realize what you’re truly giving up. The business world won’t wait for you to play catch-up, and deadlines are deadlines for a reason.

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Interactive Voice Response 128

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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.

TELUS International

DECEMBER 7, 2020

Discover how the flu season, open enrollment and ongoing global pandemic are challenging the healthcare industry to hire and scale smartly this winter.

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TeamSupport

DECEMBER 7, 2020

Here at TeamSupport we talk a lot about tools you can use to gauge customer sentiment and measure the overall health of the relationship you have with each of your customers. Why is this important? Because of the high-value nature of B2B (business-to-business) customers, missing the signs that one may be unhappy or at risk of leaving can prove costly.

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CSM Practice

DECEMBER 7, 2020

CSM Leader Optimizes Customer Success Strategies and Processes in collaboration with top thought leaders in its industry. Sunnyvale, Calif.— Dec 1, 2020 — Today, CSM Practice, the world’s first consulting firm dedicated to Customer Success Management (CSM) strategy, announced the formation of its new Advisory Board. Members of the CSM Practice Advisory Board are some of the most respected thought leaders in the field of customer success.

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Jon Arnold

DECEMBER 7, 2020

My December newsletter went out on Friday, and it recaps another busy month. It really hasn’t not been busy for all of 2020, and even for the past few days, I’m way behind on providing updates on new things I‘ve been up to. I’ll get caught up sharing all that shortly, and until then, for my subscribers, I hope you’re getting something good from the newsletter.

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Hello Customer

DECEMBER 7, 2020

Customer service teams carry great responsibility. They are at the frontline of customer issues and complaints. Working from home and COVID have increased the pressure on these teams even more. Customers can be more anxious when they call, and your agents are faced with even more and more challenging questions. It's crucial that you keep supporting your agents.

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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

Jon Arnold

DECEMBER 7, 2020

What started as a basic exploration of a hot topic - AI for consultants - has turned into a 5-part series that I’ve been presenting on for SCTC. It’s been a great series, and we close out the topic this Wednesday. Joining me will be Gordon Sexton of Genesys , who will add his take to mine. As always, our Fireside Chats are from 12-1 EST on Wednesdays, and for members who miss the date, replays are available.

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GetFeedback

DECEMBER 7, 2020

How to set up a closed-loop feedback program to improve the customer experience and increase customer loyalty.

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Noble Systems

DECEMBER 7, 2020

Some of the most persistent complaints of customers that call into contact centers to ask a question or receive other services are that hold times are far too long and that they have no idea the length of time they will have to wait. In addition, when they finally do talk to an agent, they have to repeat information that the IVR system has already collected or the agent they have been routed to cannot resolve their issue.

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NICE inContact

DECEMBER 7, 2020

To maintain your service level, what are the top metrics you should be tracking? Check out the list in our blog of top 10 metrics and KPIs to keep your customers satisfied and loyal to your brand.

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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.

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DMG Consulting

DECEMBER 7, 2020

DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. 12/2/2020. Red-hot sector seeing rapid growth, driven by companies’ pandemic-related needs. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report.

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Topdown

DECEMBER 7, 2020

Human communication has been a vital aspect of society since the beginning of time. Even before written languages developed, tribal societies developed an iconographic form of communication depicting their primitive versions of verbal communication. In today’s business, personal, and professional relationships, communication is the essential ingredient to creating successful and long-lasting connections.

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Talkdesk

DECEMBER 7, 2020

“Checkmate!” I remember the feeling of pride in saying the word. I started playing chess at the age of six, and by seven I competed in my first national chess championship. The thrill of victory sparked the initial desire to compete, but it’s not what kept me playing for more than 15 years. It was so much more than that. . Chess, like life, is an existential game.

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ConvergeOne

DECEMBER 7, 2020

The thought of migrating your entire business, with all its complexities, to the cloud, can feel daunting. However, the need to modernize has never been more urgent. In fact, it is estimated that 81% of companies with 1,000 employees or more have a multi-platform strategy. The number is expected to rise to more than 90% by 2024. Financially, worldwide spending on public cloud services is expected to grow to 73%, from $160B to $277B between 2018 and 2021.

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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!

Feedback

Brainfood

DECEMBER 7, 2020

Image by Gerd Altmann from Pixabay. Here’s my take on the series of high profile acquisitions currently impacting the customer service/engagement space. Cisco intends buying IMImobile for $730m. Salesforce has snaffled Slack for $27.7bn. Facebook stumped up $1bn for Kustomer while Softbank has just taken a $690m stake in Swedish customer engagemment company Sinch.

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Nuance

DECEMBER 7, 2020

Headquartered in Essen, NATIONAL-BANK is one of Germany’s leading regional banks. Throughout its long history, it has provided financial services founded on local expertise, independent advice, and—perhaps most important of all—close, personal relationships with its private and commercial customers. Like many institutions, NATIONAL-BANK has embarked on digitization initiatives to reflect changing times and evolving customer [.

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Banking Customer Service Personalization 52

Education Services Group

DECEMBER 7, 2020

What’s the difference between emotional and behavioral loyalty? Let’s face it – customers are expensive to obtain. Enterprise accounts are even more expensive to win, and you’re almost always facing a competitive situation. What is a SaaS company to do when the competition is so fierce? The goal for Customer Success organizations is to develop emotional loyalty in your customers as opposed to behavioral loyalty.

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CSM Magazine

DECEMBER 7, 2020

The customer experience encompasses the entire set of customer interactions with a brand. Typically, the consumer experience starts with getting to know the company. Further – the beginning of an interaction, ordering, payment, use of a product or service, brand support. Some of the things that affect customer experience include brand positioning, market awareness; service level, employees’ communication; the convenience of interaction, availability of points of sale; unobtrusiveness of th

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Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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LiveVox

DECEMBER 7, 2020

Setting up the right systems for your contact center has important implications for the future efficiency and output of your business. There are many technologies available to optimize the work of live agents, improve customer satisfaction, and ultimately, scale your business. One technology, Interactive Voice Recognition (IVR), has been available to businesses for several decades. […].

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CSM Magazine

DECEMBER 7, 2020

Aviad Abiri of NICE examines how service organizations will need to incorporate agility in their functioning to succeed in a constantly changing world. Striking a balance between efficiency and customer experience has been a staple of good contact center strategy. Recent global trends and changing cultural shifts are going to require contact centres to add a third critical element to succeed in a dynamically changing world: extreme digital CX agility.

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Knowmax

DECEMBER 7, 2020

Customer Satisfaction: A complete guide to your success.

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Edify

DECEMBER 7, 2020

Contact: Liz Cahill for Edify Labs.

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Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

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Knowmax

DECEMBER 7, 2020

Customer Lifetime Value- How to calculate CLV?

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Influitive

DECEMBER 7, 2020

This year, we had a near record-breaking amount of submissions from amazing customer-centric brands setting the standard for success in customer marketing and advocacy. Our finalists have shown that amidst all adversity faced this year, being agile, showing compassion and remaining customer-first will always lead to more long-term success. The BAMMIE Award winners will be […].

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SmartKarrot

DECEMBER 7, 2020

Are you irritated with some of your customers? Do you secretly wish how lovely your life would be without them? And is it really okay to fire a client? Well, fortunately sometimes the answer is yes! When a client subscribes to do business with you, it’s not like they tie an irrevocable nuptial bond with you. As an individual, you too have some wishes and demands.

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