Steve DiGioia

JANUARY 17, 2022

There are 2 kinds of people. One never asks for directions. One always asks for directions (or at least is not hesitant to ask). In a past Tips on Thursday newsletter , I wrote about taking the initiative, finding your own course of action, and making a decision based on experience, availability, practicality, etc. This mindset seems to match those who never ask for directions because they can make their own decisions.

Customer Service 291

Customer Service Management 291

ShepHyken

JANUARY 17, 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. 7 Customer Service Skills Every Business Needs by Renee Johnson. (The Tech Report) Much of the customer mindset will remain a mystery.

Customer Service 167

Customer Service Journey mapping outsourcing Customer Experience 167

C3Centricity

JANUARY 17, 2022

Are you like most businesses? Do you have a plan you are following that will (hopefully) enable you to reach your goals? In order to meet them, we are often looking to make changes, large or small, in our organisation. At times like these I find it useful to motivate with some inspiring quotes from people much wiser than I. If you are looking for ways to motivate and inspire your own team, then I am sure you too will enjoy these.

Marketing 91

Marketing Sales Customer advocacy Customer centricity 91

Working Solutions

JANUARY 17, 2022

A travel agency’s business growth and customer satisfaction depend on quality customer service. As the travel & hospitality industries grow, your company requires more support than ever before. To help with this process, we’ve compiled a list of reasons why you’d want to consider outsourcing your customer service. 11 Reasons a Travel Company Should Outsource […].

outsourcing 95

outsourcing Customer Care Customer Service Customer Experience 95

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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.

Ansafone

JANUARY 17, 2022

As the world continues to adjust to new norms amid the ongoing global health pandemic, the healthcare industry has been tasked with finding ways to successfully manage an increase in demand for services. Ensuring high standards are met is crucial now more than ever. With an unwavering workload, businesses and organizations in the medical industry … Contact Center Support Agents Make Healthcare Services Convenient Read More ».

Healthcare 62

Healthcare Contact Center Management Answering services 62

CSM Magazine

JANUARY 17, 2022

The mobile app industry is booming and with the increasing number of available apps on the market, it’s more important than ever that you do everything possible to stand out. The need for customer service increases exponentially with the rise of more and more apps affecting how society interacts. With the assistance of different data sources, Gravitee wanted to display real-time updates of some of the USA’s most popular apps that were being downloaded so far in 2021.

Customer Service 52

Customer Service Entertainment Service level Marketing 52

TCN

JANUARY 17, 2022

A lot has changed within the call center industry. One of the biggest changes has. The post What Can New Call Center Software Do For You? appeared first on TCN.

call center software 52

call center software Call Center Interactive Voice Response Analytics 52

CSM Magazine

JANUARY 17, 2022

Scaling your business is an exciting challenge for any company. This concept is frequently used interchangeably with growing a business, but you need to understand that these are two distinct concepts – and they need to be treated as such. Company growth is related to scaling, but you can seemingly have one without the other. New companies and successful start-ups are often successful because they achieve massive growth in a relatively short period.

Technology 52

Technology Customer Experience Management 52

SmartKarrot

JANUARY 17, 2022

What is the first thing that comes to your mind when I say SpaceX? I bet it is Elon Musk, one of the most reputed entrepreneurs who loves new technology. How did you figure that out? Because Elon Musk has created his own personal branding! . But how often have we seen professionals in the customer success field ignoring this important detail? Most of the time, your inner voice would stop you from pursuing it by saying, “Personal branding is not for me.”.

Personalization 11

Personalization Brand ambassadors SaaS Education 11

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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

Surveys

CSM Magazine

JANUARY 17, 2022

Are you ready to improve your goal setting for customer service? Sometimes it feels as if we are out at sea and we need some support, steering, and guidance. If you’ve been feeling a little overwhelmed, it could be that you’re looking too much at the big sea and not noticing opportunities for incremental change. Let’s look at six ways to break down that big ocean into smaller pieces.

Customer Service 52

Customer Service Entertainment Advertising outsourcing 52

SmartKarrot

JANUARY 17, 2022

Every B2B SaaS organization today survives only by providing customer experience by making them use the product. The most successful companies today put the product at the core of everything they do. Therefore, they are popularly known as product-led organizations. And these organizations are the future of the B2B SaaS business. . ‘’Don’t find customers for your product.

SaaS 10

SaaS B2B Engineering Sales 10

CSM Magazine

JANUARY 17, 2022

As a customer service manager, you’ve got to be on top of your game to deliver solid results. Sometimes, that’s not always easy because there are so many demands on your time and attention. From supervising employees, monitoring customer feedback to integrating new ways to retain existing customers, you wear a lot of hats on the job. That’s why we’ve taken a look at the customer service industry and identified changes that will have a direct impact on your performance.

Customer Service 52

Customer Service Self service Feedback Customer Care 52

Inbenta

JANUARY 17, 2022

Contents: It’s not about going digital; it’s now about digitally evolving. 9 Customer Service Trends for 2022. Digital transformation has shifted to a new phase where businesses must compete to differentiate themselves in the digital landscape and provide services that cater to employee and customer demands alike. 2022 will see new trends that will redefine the customer service landscape – what’s new this year?

Customer Service 98

Customer Service Self service Chatbots B2B 98

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

CSM Magazine

JANUARY 17, 2022

It would be something of an understatement if we were to say that finding new employment is challenging. No matter what has led to you landing in this position, finding a new job takes a great deal of time and effort and can feel downright deflating at times. However, while that might very well be the case, nothing beats the feeling of elation when you receive a job offer and a start date.

Education 52

Education 52

NobelBiz

JANUARY 17, 2022

Call Center agents’ main goal is to handle as many calls as possible effectively and without wasting time. However, it is obvious that insufficient training, incompatible interfaces and other factors might result in an increase of Average Handling Time. The AHT is a KPI that contact centers always strive to improve. Of course, there are rational answers to this organizational challenge, including reducing call center AHT while also ensuring quality work and performances.

Average Handle Time 52

Average Handle Time Contact Center Interactive Voice Response Management 52

CSM Magazine

JANUARY 17, 2022

While specific industries may have suffered significant losses due to the pandemic, various digital industries grew massively. One such industry is the online gaming market. Business is expanding and customer support continues to develop. When traditional land-based casinos began to close their doors to patrons to promote quarantine and social distancing protocols, the online casino industry saw a significant increase in user base.

Entertainment 52

Entertainment Customer Support Technology Customer Service 52

SmartKarrot

JANUARY 17, 2022

Role: Director of Customer Success Location: Remote, United States Organization: Givelify As a Director of Customer Success, you will collaborate cross-functionally with Marketing, Revenue Operations, and Data Science/Analytics teams to own, develop, and execute strategies to increase customer retention and lifetime value at scale. Develop a digitally-led, low-touch customer communication/engagement strategy through the customer lifecycle – including onboarding and launch.

Upselling 19

Upselling Advertising Metrics Accountability 19

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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

CSM Magazine

JANUARY 17, 2022

Pinnacle Group has transformed its customer experience and increased operational efficiency following the implementation of the latest field service management software from BigChange. Supporting over 300,000 homes, 200 schools and 100 public and private buildings, Pinnacle is one of the UK’s largest facilities management providers. Using BigChange, Pinnacle has achieved a significant improvement in transparency and communication with clients by delivering live operational information a

CRM 52

CRM Enterprise Management Technology 52

CSM Magazine

JANUARY 17, 2022

When you are in charge of a business, you are likely always thinking of new ways to improve your location all the time. Depending on what kind of business you are in, keeping your customers content and comfortable is pivotal. Whether you’re a car dealership or an office, increasing the number of amenities your clients and employees can take advantage of will help everyone.

Chatbots 52

Chatbots Entertainment voip Advertising 52