SmartKarrot

MAY 16, 2022

The COVID-19 crisis opened the doors for a lot of business change. Companies were focused on driving revenue and gaining market traction. Now, the same companies are encountering crises in aspects such as sales, marketing, operations, shortages, and more. The challenge is more pronounced with customer success leaders. Customer success managers need to handle customer issues, enhance customer experiences, and make sure they get value even in times of crisis.

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ShepHyken

MAY 16, 2022

Each week I read many 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. Are You Tracking the Customer Service Metrics That Really Count? by Jonathan Byrnes and John Wass. (Harvard Business Review) The biggest customer service problem for many managers is that they focus almost exclusively on day-to-day tactical customer service issues and fail t

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Customer Service Life

MAY 16, 2022

Meet Mouse, our corn snake. I’ve never really considered myself a “reptile person.” On those occasions where I’ve encountered snakes while hiking or working in the yard, I always jump clear out of my shoes in complete fright. It was Christmas of 2020 when my son made us a reptile family by welcoming a corn snake named “Mouse” into our home.

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Feedback Engineering Customer Experience Accountability 122

Kapta Customer Success

MAY 16, 2022

The secret to a strong revenue pipeline isn't continual growth into new markets, with rapid lead acquisition, conversion, and sales. Instead, it's the long-term customers: the ones who trust your brand, will go out on a limb to try new products and services, refer you to their associates, and stay with you for renewal after renewal because of their faith in your relationship.

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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.

Nicereply

MAY 16, 2022

Stars, smileys, or thumbs? Can’t decide? Read on to find the answer. Welcome to the next episode of Content Pie! In today’s piece, we will look at different types of Nicereply’s CSAT survey scales. If you are considering using Nicereply, one of the first steps in setting up your survey will be the selection of the survey scale. CSAT surveys are among the most widely used metrics.

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Jon Arnold

MAY 16, 2022

If you don’t know, I present an annual update on the state of enterprise speech tech at Enterprise Connect, and I’ll be staying on that track for this upcoming webinar. This time around, I’ll be presenting and in conversation with LumenVox CEO/founder, Edward Miller on a webinar moderated by No Jitter’s Eric Krapf. In particular, we’ll be examining the pros/cons of going with a purpose-built speech recognition platform as opposed to using the native capabilities that all the major cloud provider

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JivoChat

MAY 16, 2022

Counting on an SEO checklist is going to help you to identify the changes you can do to rank better on search engines such as Google, for the keywords you are aiming at. Regardless of the sector your business website is focused on, if you have an online store or not, you can benefit from conquering visibility on the search result pages. It will help you to build authority and credibility among your target audience and to distinguish yourself from competitors.

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Best practices Engineering Analytics Marketing 75

Inbenta

MAY 16, 2022

In the last few years, the telecommunications industry has taken a significant hit in spending. 2020 saw spending drop to $1.3 trillion. Fortunately, however, we can see a healthy recovery on the way. By 2023, we are expected to see growth rocket to nearly $1.5 trillion. But how exactly is the telecom industry adapting to the challenges of today’s market?

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Anexa BPO

MAY 16, 2022

In a digital world – and especially in a pandemic-affected world – the human voice resonates more than ever, especially when considering how it affects a high-quality customer experience. With consumers engaging in the customer journey via SMS, website, chats and social media, identifying their reason for initiating contact has become vital for any customer-facing operation.

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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

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CSM Magazine

MAY 16, 2022

The shift to a hybrid working system or full-on work-from-home arrangements for customer service agents comes with a number of challenges, among them the need for added security. However, you don’t need to have a degree in cybersecurity to ensure that your digital workspaces remain secure. Read on to learn how you can safely and securely work from home. 1.

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Anexa BPO

MAY 16, 2022

The reports are in, and B2B trends for 2022 are all about a laser-like focus on the customer and improving CX. Furthermore, these B2B companies must prioritize supporting a digitally-framed CX that will allow them to meet demand, minimize disruption and create opportunities for growth. First of all, let’s establish the fact that CX is no longer a component of business – it IS business.

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MicroAutomation

MAY 16, 2022

Years ago, if you asked the Supervisor of a Public Safety Answering Point (PSAP) or Emergency Communications Center (ECC) if they would allow their communications infrastructure to operate offsite under the control of a third party, most would respond with an emphatic, No! Communications equipment is critical to their operation, and all of the equipment […].

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Anexa BPO

MAY 16, 2022

A two-year global pandemic flattened many economies and had the unexpected effect of transforming others. It raised many questions, like can productivity and efficiency be an integral part of the work-from-home model, and how can advanced technologies support seamless operations? And how can organizations advance their digital agendas and most importantly – learn to work within a constantly evolving environment?

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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

LiveVox

MAY 16, 2022

Self-service is becoming increasingly popular, as it’s usually quick and convenient to use. In fact, it has become so popular that 88% of people now expect companies to have an online self-service portal. This just goes to show that companies need to start focusing on self-service, if they haven’t before, or expanding on existing services. The post How to Create the Best Knowledge Center for Self Service appeared first on Livevox.

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Anexa BPO

MAY 16, 2022

Something that likely doesn’t get enough attention in the business ecosystem is Material Requirements Planning (MRP). What exactly does MRP refer to? It’s a term used to identify the process used for management of production and demand within a company – and allows for strategic calculations about materials and time required to fulfill customer orders.

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Education Services Group

MAY 16, 2022

“Heaven and earth and all things change and transform into something new every day.”. Guo Xiang, c. 300. That’s kind of complicated, right? That idea that everything is in a state of constant change? Ah, the joys of physics and metaphysics. Here is a shortlist of other things that are complicated. Three-dimensional chess. A baseball triple play. Flying to, landing on, and returning to Earth from the moon in 1969 with only a small fraction of the computing power used by today’s iPhone.

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Enterprise Marketing Best practices Management 52

Merchants

MAY 16, 2022

As Merchants and Social Coding move toward the first anniversary of their partnership, the organisations are embarking on a new, exciting project – a Lego League Robotics event, aptly taking place on Youth Day, June 16th. The post Building Digital Skills with Lego appeared first on Business Process Outsourcing Services | Merchants CX SA.

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Business Process Outsourcing outsourcing 52

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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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Connect

MAY 16, 2022

The Covid-19 pandemic has turned organisations inside out. Instead of traditional in-house working practices, large numbers of staff continue to work remotely, at least part of the time. This massive disruption has meant that we needed to quickly adapt our working environment – and in particular, our IT and communications. It has led, in the immediate response period, to an interesting hybrid: while employees were dispersed and applications delivered through the cloud, business networks and secu

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Anexa BPO

MAY 16, 2022

Digital transformation of the global economy has affected every industry, and clearly, is here to stay. Nowhere does this have more impact than in the dynamic M&A (mergers and acquisitions) field of digital companies. Transactions involving digital assets have significantly increased with the surge of technology as a result of the pandemic. Approaching a digital deal requires a steady eye – this means a clear rationale and value-creation playbook that supports corporate strategy.

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SmartKarrot

MAY 16, 2022

Role: Senior Director, Client Success Location: Remote, United States Organization: Papa As a Senior Director of Client Success, you will lead and develop a team to support the implementation of Papa’s enterprise clients. Assist in a strategy and align with growth goals of Papa within the current and future client base. Ensure client satisfaction at every level, including ensuring a smooth implementation process.

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SharpenCX

MAY 16, 2022

Outbound contact centers are often considered synonymous with spammers, but when run ethically and with the right purpose, they can play a critical role in deepening your relationships with your existing customers and connecting with new ones. Inbound Vs. Outbound Contact Centers. The biggest difference between inbound call centers and outbound call centers is in the direction of the communications flows.

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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!

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CustomerSuccessBox

MAY 16, 2022

Since you choose to read this blog, I suppose you already know the gravity of Customer Success in a B2B SaaS business. The crux of providing a great customer experience to the customer lies in maintaining great customer health throughout the entire customer lifecycle. And this is where Customer Success management software comes to your rescue. Read further to check out the top customer success software in 2022.

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