SmartKarrot
JUNE 4, 2021
The backbone of every business is the customer. It is of high pertinence that your customers are satisfied at every stage of their lifecycle. So, how do you do that? Deploying a strategic approach to customer enablement will do you a world of good here. In this guide, we will cover everything you need to understand the topic better and retain the customers for long.
ShepHyken
JUNE 4, 2021
This week we feature an article by Pratik Salia, a CX professional and Assistant General Manager at Knowmax. He discusses why first call resolution is important and what companies can do to resolve their customers’ queries in the first call. The authenticity of an organization very much depends on the quality of the customer support that it provides.
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CSM Magazine
JUNE 4, 2021
Tom Meder, Managing Director at ViewTrade Securities explains why artificial intelligence will never be able to replace humans in driving results in the financial services industry. It is the twenty first century, though no matter how much technology you put into the hands of your business-to-business (B2B) or business-to-consumer (B2C) clients, we cannot ignore the tremendous value of the human element in driving results.
ChurnZero
JUNE 4, 2021
Renewals require time-critical engagements that need to be planned, prepped, and set into motion long before a customer’s renewal date. But orchestrating and staying on top of renewal outreach can easily become overwhelming without repeatable or automated processes to keep you on task. To give you an idea of what a renewal outreach sequence might look like, we’re sharing three Play examples from ChurnZero based on a range of Customer Success models: Low-Touch Play: Mostly automated touchpoints t
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Insite Managed Solutions
JUNE 4, 2021
Hiring a BPO? BPO contracts are often worth millions of dollars. But how do you make sure you get a good return on that investment? And what about customer experience? With so much on the line and so many BPOs out there, choosing the right BPO can be difficult, not to mention stressful. Fortunately, [.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Jon Arnold
JUNE 4, 2021
Been busy on the awards judging front lately, and UC Awards 2021 is the latest. I was part of the judging cohort last year, and for 2021 we applied some lessons learned to make it better. This is a fun one, and you’ll be hearing more about it soon. More details are in this article from UC Today about the event, including the various categories, and how to submit an entry.
inSided
JUNE 4, 2021
This week, we decided to interrupt your regularly scheduled This is Digital Customer Success blog post to bring you some learnings (that just couldn’t wait) from last week’s webinar. Looker’s Brian LaFaille joined us to answer some of the most pressing questions around Digital Customer Success , in particular how to transition customers from high-touch to tech touch.
Hodusoft
JUNE 4, 2021
For most customers, banking is a part of everyday habit. Going to the ATM for ready cash, using debit and credit cards for purchases and monthly bill payments, transferring money to family and friends, the list is long. Customers share a relationship with their bank that runs for years, and sometimes through life. With countless transactions taking place each day meeting customer expectations with finite people at the other end is challenging.
Enghouse Interactive
JUNE 4, 2021
After a year of disruption, the ending of lockdowns and the opening up of businesses brings more change to the contact centre. Most are likely to adopt hybrid working with staff able to work flexibly either in the office or at home. This will bring new opportunities and challenges. However, the pressure is on for contact centres to adapt quickly. In recent research conducted by Enghouse Interactive 91% of agents were likely to leave their jobs in 2021.
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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
Advantage Communications
JUNE 4, 2021
The customer experience (CX) has changed dramatically over the past few years, and that’s had a huge impact on how brands outsource their customer service strategies.
TCN
JUNE 4, 2021
Regulation F, also known as a CFPB’s debt collection rule, is going to require collection. The post How to Update Training Practices and Materials to Address Regulation F appeared first on TCN.
Back Office Centers
JUNE 4, 2021
2020 and 2021 have been a struggle for most companies because of the Covid-19 pandemic. Running day-to-day core business operations has been tough. When you add to that the pressure of managing call centers and back-office IT services , the challenge becomes too difficult. In 2021, it is the right time to switch to outsourcing instead of toiling with in-house support.
SmartKarrot
JUNE 4, 2021
Role: Director of Customer Success Location: Denver Metropolitan Area, US Organization: Terrayn Dispensary Marketing As a Director of Customer Success, you will ensure high-quality value delivery of the marketing services to guarantee customer retention and customer success. Manage ongoing customer relationships, cultivate C-level, key management, and operational relationships.
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.
Back Office Centers
JUNE 4, 2021
2020 and 2021 have been a struggle for most companies because of the Covid-19 pandemic. Running day-to-day core business operations has been tough. When you add to that the pressure of managing call centers and back-office IT services , the challenge becomes too difficult. In 2021, it is the right time to switch to outsourcing instead of toiling with in-house support.
UJET
JUNE 4, 2021
Ready to modernize your own contact center? Get the jump on your competitors by downloading our free Digital Transformation Roadmap. The concept of digital transformation isn’t new. But for businesses that rely on customer service and experience as a competitive advantage, COVID-19 has underscored the need for digital transformation frameworks that can definitively help these complex changes succeed.
aircall
JUNE 4, 2021
The e-commerce customer service experience has changed immensely over the past year and a half. Think about it—it feels like a lifetime ago when shopping was a part of your regular routine. You’d make a shopping list, plan your route, and maybe even grab a coffee on the way. Then you’d head out to the mall or a shopping center. Once you’d ticked off everything on your shopping list, you’d head back home and go about the rest of your day.
CSM Practice
JUNE 4, 2021
How do you know if your customer success team’s initiatives are truly working and which of them are not? Identifying appropriate metrics and key performance indicators (KPIs) from the get-go will help your high touch customer success team work more efficiently because the goals are clear-cut and measurable. . When it comes to setting Customer Success metrics, it’s never solely about the results (or whether a customer has, indeed, stayed on or churned).
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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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