Wed.Nov 25, 2020

A Customer Experience Strategy will Define Your Success in 2021

The Petrova Experience

While there may not be a magic pill to guarantee the perfect customer experience, there is one thing that every organization needs to transform into a customer-centric business. And that is a customer experience strategy.

Thanksgiving Week Special: A Recipe for Amazing Customer Service


As we approach Thanksgiving, I can’t stop thinking about turkey and stuffing—and all the different ways to prepare them. Always thinking about how everything in life ties to customer service, I wondered, “What is a good recipe for customer service?” So, I’ve listed some of the essential ingredients.


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Inside View: Sweetwater Founder & CEO Chuck Surack

Contact Center Pipeline

In 1979, when musician and entrepreneur Chuck Surack founded Sweetwater Sound, a mobile recording studio in the back of his VW bus, he never imagined that one day his humble venture would grow into one of the largest online retailers of musical instruments and audio equipment in the world.

Guest Blog: Contact Center Talent in These Changing Times, Part 1 – Setting the Stage


This guest post is authored by Steven Kaish , SVP, Product Marketing & Technical Partners at Glia. The legendary Bob Dylan released his classic hit The Times They Are A-Changin’ back in 1964. More than half a century later, his lyrics couldn’t be more relevant.

Why Is Patient Engagement Important? | Frontline Group

There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.

Crisis Averted: Our Favorite Retail Catastrophes that Never Happened


Many of the things we used to consider reassuringly normal around the holidays have been upended by the events of 2020.



More Trending

What is Customer 360 and How Does it Affect Customer Success?


Today’s consumers have higher expectations for the companies they work with than ever before. The digital business landscape has made it so competitors can easily reach out to prospective customers with offers of enticing deals and promises of attentive service.

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Financial Service Company Seeking Call Center to Provide Account Maintenance and New Account Support for Clients


Problem A financial services company that offered debit-card based banking solutions to clients looking for an easier way to send money to friends and family living in Mexico needed support handling their incoming calls for service.

Pandemic Impact: 5 Use-Cases for Virtual Numbers


Businesses use virtual numbers to handle a wide range of needs to strengthen their inbound and outbound strategies.

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3 tips on how to scale your contact center for the seasonal rush


This holiday season is expected to set records for ecommerce shopping. There will be a rise in customer interactions throughout the entire buyer’s cycle. To meet the demand, businesses will need to scale their technology and their people. But how can they do it?

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

Give Them the Tools to Do the Job

CSM Magazine

Give employees the tools to do the Job – a nd reap the rewards because motivation makes businesses successful. It’s long been acknowledged that motivated and engaged employees are the key to business success.

Top Challenges for Customer Care in 2020


2020: a year of unprecedented challenges. From an impromptu shift to working remotely to an uptick in inbound volumes, customer care teams were on the frontlines of work disruption this year. As with most other industries, COVID-19 threw a real wrench in the gears.

Turning vision into reality at RSNA 2020 with the “Radiology Experience of the Future”


At each of the past few RSNA annual meetings, Nuance has introduced important new capabilities and enhancements for our diagnostic solutions portfolio.

Don’t Let Bully Customers Trample on Your Employees

CSM Magazine

Everyone has heard the old adage, “The customer is always right.” ” It sounds really nice. However, anyone who has ever worked in customer service knows that it simply is not factual. Customers can be wrong, and they quite often are.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

12 Steps to Provide Five-Star Mobile App Support


Mobile developers usually think about mobile app support only when they start receiving negative feedback and smashing user reviews. That’s when they realize that their customers actually do have problems with the app and would [ … ].

How to Add Live Chat to your Website


Live chat has become one of the most popular customer service channels, so it comes as no surprise that there are many vendors to choose from. For most live chat buyers, set up and integration with your website should be an important part of the decision-making process.

7 Tips to Make Black Friday Run Smoothly in Your Contact Center


For many of us, that is what Black Friday and Cyber Monday are. Over the years, we have come up with some tips that help make these high-traffic days go as smoothly as possible. This week, we will talk about the 7 Tips to Make Black Friday run smoothly. No IT Updates This week.

How AI and CRM are Changing the Future & Face of Customer Service


There is a lot of curiosity surrounding the latest technological advancements, and Artificial Intelligence (AI) and Customer Relationship Management (CRM) are no different.

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The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

5 reasons why CX monogamy is overrated


The times, they are a-most-definitely-changing. As seasoned CX veterans know, plenty of the received wisdoms of third-party contact center management have received something of a battering over the last few years

How Ceridian uses its advocate program to coach and mentor customers — Q&A


The post How Ceridian uses its advocate program to coach and mentor customers — Q&A appeared first on Influitive. Customer References Customer Success Customer Success Teams Q&A

Nov 25 – Customer Success Jobs


Role: Sr. Director, Customer Success Location: Denver, Colorado, United States Organization: Convercent As a Sr. Director of Customer Success, you will be responsible for developing the Customer Success Management team and associated practices to exceed revenue objectives from the customer base.

Optimizing Outbound Campaigns With Predictive Dialers


High-volume outbound campaigns can help call centers increase their sales and improve customer engagement. You probably won’t get optimal results by using outdated technology, though. Boost your KPIs by adding predictive dialers to your call center.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

How to Get the First 100 Customers for Your B2B SaaS Company in 2021


That’s the rate of failure for the startups during their initial years. The challenge of acquiring its first 100 customers is something that every startup has to face. They don’t know if the product they are offering has any value until they start generating revenues.

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3 Universal Ways to Deliver a Positive Customer Service Experience, No Matter What Good Customer Service Means to Your Customers


What does good customer service mean to you? To me, it’s getting fast help from a friendly agent when I need it. It’s self-service tools that let me dig around for answers, without having to call you.

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Customer Success for Non-SaaS Businesses: 5 Best Practices for 2021


Why should SaaS have all the fun? Yes, you heard that right. Just because customer success originated from the SaaS, that does not mean it should stick to the ‘as-a-service’ models only. All of the non-SaaS industries too put a spotlight on the customer and help them succeed.

Journey to the cloud - contact center communications


Contact centers continue to embrace cloud services and break free of their legacy on-prem infrastructures. Inbound voice reigns. Voice remains a preferred channel for customer communications.

Community: Executives, Take Note!

Speaker: Carrie Melissa Jones, Erica Kuhl and Holly Firestone

In 2021, many executives have started to view community structures as a new governance model for the entire organization rather than a stand-alone initiative. Join us on January 27th for a webinar exploring our 2021 Community Predictions eBook!

Open source knowledge management: A trespass or a healthy interaction?


Open source knowledge management: A trespass or a healthy interaction? KM Software

How to Integrate Dialogflow with Your Flutter App.


Flutter is Google’s new open-source technology for creating native Android and iOS apps with a single codebase. Since it has ready-made and custom widgets so it is easy to build the UI. Flutter has many advantages so the flutter apps implementation will be common.

How Technology & Customer Service Play a Part in Holiday Shopping


The holiday season has become synonymous with shopping nowadays. It seems the ultimate goal is. The post How Technology & Customer Service Play a Part in Holiday Shopping appeared first on TCN. COVID-19