Thu.Mar 21, 2019

Client vs customer: what is the difference?

HelpCrunch

Does your business have customers or clients? We at HelpCrunch decided to find the difference once and for all. The post Client vs customer: what is the difference? appeared first on HelpCrunch blog. Customer service Sales & Marketing

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5 Industries that need great customer support

UJET

Every industry needs customer support. Customers have questions before they decide to make a purchase, need help when going through a sign-up flow and need real-time support when they’re having a problem that needs quick resolution. Multichannel Support Live Chat Customer Support

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4 Key Strategies for Effective Customer Experience Management

Upstream Works

When we speak of Customer Experience (CX) and strategies for improving it, we need to clearly define the inherent business value.

It’s Time to Bid Farewell to Excel-based WFO

Contact Center Pipeline

Contact centers need performance management tools to manage their operations. Too often, the dominant “tool” is Excel. Unfortunately, when individuals export and manipulate data to produce (pretty) reports, recipients may not understand, embrace or accept the findings.

3 Signs You Need A Self-Service Consumer Insights Solution

Understanding consumers can be a complex task. Consumer research can be a lengthy process–whether it’s manual research or configuring and training first generation AI machines on what to look for in consumer feedback.

7 Customer Success Team Goals for Your Enterprise in 2019-2020

Totango

Realizing lifetime value from your customers is about generating lifetime value for your customers. That’s the central tenant of the customer success approach to business. It represents a shift away from thinking of customers as point-of-sale pursuits and toward regarding them as ongoing relationships that require continuous nurturing. . It reflects the current customer-centered economy that has encouraged customer fluidity and placed greater emphasis on the customer experience.

More Trending

Why User-Generated Content is Vital for Successful Customer Service

inSided

User-generated content is hot right now, and with good reason. Consumers trust other people’s opinions much more than branded content, which means user-generated content (UGC) is a powerful tool for building trust with prospects and customers and scaling your service efforts

5 reasons social customer service belongs in the contact center

InTheChat

As how we use social media continues to evolve, so does the role that social media fills in consumer interactions with brands. When companies first started engaging in social media, the approach was much more passive. Even just.

An Admin's Guide to Introducing Quality Assurance to Your Customer Service Team

PlayVox

Introducing a quality assurance program into your call center or customer service department is key to cultivating a stronger CX. HR Management for CX CX Culture

How to Use NPS® Data to Transform the Customer Journey

GetFeedback

So you’ve decided to use an NPS (Net Promoter Score®) survey to improve your brand’s customer experience (CX). You’ve decided on. Articles

ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

Keeping up with the fraudsters

Nuance

According to industry watchers, preventing fraud involves constant change: Apply safeguards in one area today, and see where the bad guys show up next.

How to Use NPS Data to Transform the Customer Journey

GetFeedback

So you’ve decided to use an NPS (Net Promoter Score) survey to improve your brand’s customer experience (CX). You’ve decided on the distribution channels and the interactions that will trigger the survey. You’ve also made a spiffy design to present the survey, showcasing the care you put into asking the NPS question. Finally, you’ve sent out the survey and you’ve sorted your respondents into Promoters, Passives, and Detractors.

Empower 2019: What Support Leaders Are Most Excited About

Guru

Guru’s conference Empower will be here before we know it.

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Steer Clear of Common Advocacy Program Missteps with this SiriusDecisions Framework

Influitive

Customer advocacy is increasingly becoming a “need-to-have” for brands, rather than simply a “nice-to-have”. Research has proven time and time again that buyers—a whopping 83% of them— trust their peers more than big brands. When it comes to B2B purchase decisions, the influence of customer references and testimonials is second only to previous customer experience. The post Steer Clear of Common Advocacy Program Missteps with this SiriusDecisions Framework appeared first on Influitive.

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

Everything You Need to Know About Email Blacklists and How to Avoid Them

LiveChat

The effectiveness of email marketing heavily relies on the number of emails that get delivered into the inbox folder of your subscribers. Having a great creative, design, and call to action would make no difference if you have poor deliverability rate.

Five Steps to Increase Live Chat Adoption

Comm100

Live Chat is a great tool for helping to increase sales, decrease resource and make your customers happier. So once you’ve taken the plunge and introduced Live Chat software, it’s natural that you’ll want to make the most of your new customer service capabilities.

Your Adherence Goal Might Harm Your Contact Center

Injixo

Real time adherence is a critical part of managing a contact center. You have to ensure your agents are on the phones as scheduled. After all, your plan depends on it. But what adherence target is reasonable? How do you set a realistic adherence goal that agents can actually achieve?

With Technology Moving Faster Than We Can Adapt, How Can Businesses Build a Sustainable CX Strategy?

VHT

Customer experience (CX) has earned a spot on the high priority list for most businesses these days, and as a result, technology designed to help create amazing CX has proliferated. But it’s neither feasible nor smart to chase after every emergent product. Instead, savvy organizations start with a solid foundation and add new technology when it imparts significant value. Build the Foundation. Companies with mature CX don’t shift strategy every quarter.

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

7 Customer Service Tips to Refresh Your Customer Experience for Spring

Working Solutions

Spring is here again, and with it comes the promise of warmer weather, fresh breezes, the chirping of birds—and, of course, the annual ritual of cleaning up after a messy winter. We’ve already talked about how the motivation for spring cleaning can be used to help ensure your contact center is ready for the year […]. Call Center Outsourcing customer experience

Five Steps to Increase Live Chat Adoption

Comm100

Live Chat is a great tool for helping to increase sales, decrease resource and make your customers happier. So once you’ve taken the plunge and introduced Live Chat software, it’s natural that you’ll want to make the most of your new customer service capabilities. Here are some best-practice tips for helping to get extra value from your live chat system and increase the number of satisfied customers through this channel.

How to Craft the Best Call Monitoring Forms (+ Free Template)

Voxjar

Call monitoring forms and call quality scorecards are the go-to tools in phone-based businesses for measuring employee performance, discovering compliance issues, and gaining a deeper understanding of customers. When used correctly, call evaluations bring transparency into the conversations that your reps are having with customers. They also promote high-quality interactions with your brand by setting clear goals for the outcome of each call and create accountability for employees.

Simply The Best!

Creative Virtual

By Chris Ezekiel, Founder & CEO. With chatbot companies springing up on an almost daily basis, how do companies select the right one? Well, now the work has been done for you and there’s a clear choice! Frost & Sullivan have recognised Creative Virtual as the Product Leader!

How to Create Strong Community Personas

Speaker: Carrie Melissa Jones, Community Consultant

Ever wonder how to build effective community personas? Join Vanilla Forums on Tuesday, June 16th at 12 PM ET as Carrie Melissa Jones, Co-Author of Building Brand Communities, clears away the noise around community personas and gives you a method for doing member research to refine your personas.

How does CX impact brand trust?

Eptica

Date: Thursday, March 21, 2019 Author: Olivier Njamfa - CEO & Co-Founder How does CX impact brand trust? Published on: March 21, 2019. Author: Olivier Njamfa - CEO & Co-Founder Trust is central to any brand’s relationship with its customers.

Announcing the New Cognitive and Collaborative Contact Center

Cisco - Contact Center

Using the power of cloud analytics and AI to enhance your customer experiences. You’re in a taxi on your way to the airport and your connecting flight back home has just been cancelled due to bad weather conditions in that city. Your airline app sends you a notification message, an email, a phone call, and a text. “Hi Hi Barbara, your connecting flight #2001 has been cancelled due to poor weather conditions. I see that tomorrow is your birthday, so we want to get you home safely today.

Next Stop - Washington DC and Wildix Convention

Jon Arnold

Busy week on the road, with Enterprise Connect being the main event. I’ve been in Orlando since Sunday night, and then flying to Washington, DC later today for the Wildix Convention. They’ve embraced WebRTC to power their UC offerings, and this event is about helping their channel partners sell more successfully. I’ll have more to say about them once I’m there, and there are more details about their conference on my Event Calendar page. Collaboration Cloud Communications Unified Communications

VIPdesk Connect: Moving Two Steps Forward with Bright Pattern

Bright Pattern

Over the last 20 years, substantial advancements in technology have shaken up multiple industries, allowing for greater improvements in efficiency all while decreasing overall costs.

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.