HelpCrunch
DECEMBER 11, 2020
?ustomers couldn’t care less about your choice of customer service apps. Your software can cost thousands of dollars just as well as be available for free. All your clients desire is timely help with the [ … ]. The post 16 Excellent Customer Service Apps to Supercharge Your Support appeared first on HelpCrunch blog.
Beyond Philosophy
DECEMBER 11, 2020
When I was in corporate life, my boss asked me to improve the Customer Experience and do it for the least cost. I remember thinking, “Ok. Sure, but….what is a Customer Experience?” Nobody knew back then. I defined it for myself as the mix of rational and emotional parts of an interaction with a customer, which later became my first book, Building Great Customer Experiences (Palgrave Macmillan, 2002).
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Eptica
DECEMBER 11, 2020
Date: Friday, December 11, 2020 Author: Pauline Ashenden - Demand Generation Manager The benefits of bringing video into the contact centre. Published on: December 11, 2020. Author: Pauline Ashenden - Demand Generation Manager Thanks to the pandemic and the spread of technology, video has become a much larger part of how we all communicate. Extending video into customer service delivers major benefits to both consumers and organisations – our new blog explains the advantages and how it can
Alorica
DECEMBER 11, 2020
IRVINE, CALIF / NEW YORK, Dec. 11, 2020 – Alorica Inc., a global leader in customer experience solutions, today announced a refinancing led by funds managed by affiliates of Apollo Global Management, Inc. (NYSE: APO) (together with its consolidated subsidiaries, “Apollo”), one of the world’s leading alternative investment managers. Through the transaction, Apollo funds have invested $750 million.
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Jon Arnold
DECEMBER 11, 2020
Sure has been busy lately. This is the 6th piece of original, new content I’ve shared this week - writeups, webinars and video - plus I contributed to a podcast yesterday that will air next week; and my December newsletter and podcast went out last Friday. Yes, I’m glad it’s Friday! I’ve just finished up a 3-part Strategic Insights series for Upstream Works , and Part 2 has been posted now on their website.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
LiveVox
DECEMBER 11, 2020
LiveVox CEO Louis Summe sat down with Forbes Snark Tank Senior Contributor Ron Shevlin at last month’s Future of Fintech event to discuss the essential role cloud plays in this moment of financial services digital transformation. Watch the interview for reflections on lessons learned since LiveVox’s founding in 2000 and thoughts on the future of […].
Education Services Group
DECEMBER 11, 2020
I recently hosted an industry session for training and education professionals working inside the technology sector at the virtual TSIA Interact. The attendees have responsibility for understanding, creating and delivery on the education needs of their thousands of end customers. Both big and small companies were represented. During the session I asked a poll question that produced surprising results: 80% of the respondents indicated they expect between 0-25% of their 2021 sales bookings to come
Alorica
DECEMBER 11, 2020
Seasons greetings and best wishes from the Alorica team. Happy holidays! Source.
ProProfs Blog
DECEMBER 11, 2020
Numbers don’t lie. They are the unshakable foundation on which you build concrete strategies to help your business achieve profitable goals. Numbers help you reflect on how your business is performing and if your efforts are reaping the benefits you expected. That’s not all. They even help you understand if your customers are satisfied or not. There are multiple customer satisfaction metrics that your business can use to get answers to questions like “Is my customer satisfied?
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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
SmartKarrot
DECEMBER 11, 2020
Role: Vice President of Customer Success Location: Remote, Chicago, IL, US Organization: Storm2 As a Vice President of Customer Success, you will hire, coach, and lead their customer success organization. This includes retaining talent and implementing processes designed to manage turnover effectively. Lead the organization to consistently meet and exceed its efficiency metrics and net promoter score results.
ShepHyken
DECEMBER 11, 2020
This week we feature an article from Josh Snider, Product Marketing Manager at Khoros. H e explains how and why expanding customer care operations to include online chat and brand communities can elevate both self-service and customer care. “Hi, how can I help you?” That little chat box in the bottom right corner of the screen promises to answer every customer question — but will it?
SmartKarrot
DECEMBER 11, 2020
If you are into customer success (CS) then you must already be knowing that the main goals of CS are to renew subscription and expand customer accounts. As a proficient technology provider, you should realize the importance of different stages in the customer journey. And if you want to make the most of the customer journey, then LAER model is something you must be aware of.
ProProfs Blog
DECEMBER 11, 2020
Your brand philosophy might have its roots in creating top-notch products or services. But can you really deliver in the long run if the service quality is ignored? . Poor service quality can cost your business, whether you are a month old startup or a decade old enterprise. “ 33% of Americans say they’ll consider switching companies after just a single instance of poor service. ”.
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.
Enghouse Interactive
DECEMBER 11, 2020
During the pandemic, the already rising popularity of video has accelerated. Video now plays a much larger role in our private lives as we rely on it to maintain socially distanced relationships with friends and family. It is also now central to our working day, where people are embracing video for meetings and team collaboration. Demonstrating this, the number of UK adults making video calls has doubled since lockdown began according to Ofcom, while Gartner predicts that global spending on clou
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