Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? Well, if you’re Aruba, you go digital. In a recent webinar titled “How Aruba Scaled their Customer Engagement Strategy”, Aruba’s Director of Customer Success Operations Matt Harmon and Head of Digital Engagement Strategy Teresa Chu, discussed how Aruba leveraged Totango and a digital-first customer success approach to drive customer e

Journey mapping 110

Journey mapping Accountability Marketing Metrics 110

Tethr

NOVEMBER 5, 2021

When you get right down to it, we’re all here for the same reason. Whether you’re a sales leader, a customer experience guru, or an enterprising contact center operator, you want to improve your business’s operations in order to protect your existing revenue… and grow more revenue opportunities. And at the end of the day, it all boils down to the same need.

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Average Handle Time Sales Enterprise Contact Center 101

Quality Contact Solutions

NOVEMBER 5, 2021

Just because a sales rep can tackle every aspect of the sales process doesn’t necessarily mean they should do it independently. There are several reasons businesses look to hire 3rd party appointment setting companies that we’ll review. But first, what is the purpose of appointment setting companies, and what do they do? The purpose of using a 3rd party to help set appointments is to delegate the task of finding and qualifying leads and allow sales reps to spend their time closing le

Telemarketing 98

Telemarketing outsourcing B2C B2B 98

Certified Languages International

NOVEMBER 5, 2021

Source: Husna Miskandar on Unsplash. And don’t just take our word for it. We asked a recently certified medical interpreter her thoughts, too! Many professional interpreters have a goal of earning a medical interpreter certification. Certification can help further develop an interpreter’s skills and boost their careers in healthcare interpreting. And since we’re approaching that time of the year, why not tie a big accomplishment like medical interpreter certification to a New Year’s resolution?

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Healthcare Education Personalization Management 98

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Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? Well, if you’re Aruba, you go digital. In a recent webinar titled “How Aruba Scaled their Customer Engagement Strategy”, Aruba’s Director of Customer Success Operations Matt Harmon and Head of Digital Engagement Strategy Teresa Chu, discussed how Aruba leveraged Totango and a digital-first customer success approach to drive customer e

Journey mapping 84

Journey mapping Accountability Marketing Metrics 84

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? Well, if you’re Aruba, you go digital. In a recent webinar titled “How Aruba Scaled their Customer Engagement Strategy”, Aruba’s Director of Customer Success Operations Matt Harmon and Head of Digital Engagement Strategy Teresa Chu, discussed how Aruba leveraged Totango and a digital-first customer success approach to drive customer e

Journey mapping 62

Journey mapping Accountability Marketing Metrics 62

ChurnZero

NOVEMBER 5, 2021

You purchased your Customer Success software with expectations of how it would perform and how your team would use it. But as we all know, our expectations don’t always match reality. And work doesn’t always go according to plan. New problems surface. Strategies shift. Solutions evolve. Processes change. For busy Customer Success teams, it can be difficult to pause and reflect on the systems you use to manage your days.

Accountability 52

Accountability CRM APIs Benchmark 52

Certified Languages International

NOVEMBER 5, 2021

Source: Husna Miskandar on Unsplash. And don’t just take our word for it. We asked a recently certified medical interpreter her thoughts, too! Many professional interpreters have a goal of earning a medical interpreter certification. Certification can help further develop an interpreter’s skills and boost their careers in healthcare interpreting. And since we’re approaching that time of the year, why not tie a big accomplishment like medical interpreter certification to a New Year’s resolution?

Healthcare 52

Healthcare Education Personalization Management 52

Arbeit

NOVEMBER 5, 2021

Your online presence requires you to be proactive about how you are being perceived, but there is no better time or place to make a good impression than during the call itself. The post Call Labeling Mini Series, Part 7: How Internal Training Impacts Call Labeling appeared first on Arbeit -.

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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

COPC

NOVEMBER 5, 2021

As a result of the changes since the onset of the COVID-19 pandemic, brand leaders are rapidly addressing their outsourcing partnerships in 2021 with enhanced work-from-home (WFH) and drastic competitive sourcing strategies. These changes were highlighted during the Optimizing Pandemic Contact Center Outsourcing Relationships pre-event workshop that COPC Inc. hosted as part of this fall’s Execs In The Know’s Customer Response Summit.

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outsourcing Contact Center Journey mapping Best practices 52

CSM Magazine

NOVEMBER 5, 2021

Marketing on mobile devices through SMS, MMS, email, social media, and apps is nothing new, but it’s never been more important for businesses to invest in this crucial channel. Even if you’re already using mobile channels in your marketing strategy, it may be time to consider increasing your efforts to stay competitive. Why mobile? Enterprises that plan to integrate mobile marketing into their current campaigns must invest in mobile platforms to gain a competitive edge.

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Enterprise Marketing B2B Advertising 52

ChurnZero

NOVEMBER 5, 2021

7-Point Audit Checklist for Customer Success Software. You purchased your Customer Success software with expectations of how it would perform and how your team would use it. But as we all know, our expectations don’t always match reality. And work doesn’t always go according to plan. New problems surface. Strategies shift. Solutions evolve. Processes change.

Accountability 52

Accountability CRM APIs Benchmark 52

Brad Cleveland Blog

NOVEMBER 5, 2021

Customer advocacy is most effective when the entire organization works together to do what’s best for customers. That’s great for customers, of course, and the organization benefits from their loyalty. But departments across the organization benefit as well. That’s a … Continue reading → The post Cross-functional benefits of customer advocacy appeared first on Brad Cleveland.

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Customer advocacy Contact Center Call Center Customer Experience 26

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

ShepHyken

NOVEMBER 5, 2021

Jacob Borgeson is the Product Marketing Director at Khoros where he helps brands understand how communities can help their businesses. He shares the challenges and limitations of using surveys to gather feedback about customer experience. Surveys will always be a critical component of a brand’s customer engagement strategy. Not only are they essential for businesses to improve, but they provide an outlet for customers to share meaningful brand feedback. .

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Feedback Surveys Customer Experience Customer Service 344

Brad Cleveland Blog

NOVEMBER 5, 2021

Customer advocacy is most effective when the entire organization works together to do what’s best for customers. That’s great for customers, of course, and the organization benefits from their loyalty. But departments across the organization benefit as well. That’s a point that’s sometimes missed. When you harness customer advocacy to help identify and further improvements across functions, you have a … The post Cross-functional benefits of customer advocacy first a

Customer advocacy 26

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SmartKarrot

NOVEMBER 5, 2021

These are the times of communicating over social media and other instant messaging apps. Be it a simple query to a stranger or an informal chat with a potential customer, chats and messaging provide a quick and direct response. But much as you might prefer this communication platform, writing a personalized email that makes the customer smile with expectation is tricky but a game-changer for your business.

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Personalization B2B Marketing CRM 10

CSM Magazine

NOVEMBER 5, 2021

Written words are never as personal as actually speaking to a customer, so you’ll want to take extra steps to make things as personal as possible if you mostly communicate to your clients through text. Simply referring to your clients by their real name isn’t enough, though it’s a start. Most people don’t like to receive messages that refer to them as nothing more than a valued customer.

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Personalization Marketing Customer Service Technology 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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TMP Direct

NOVEMBER 5, 2021

CRM stands for customer relationship management, and that is exactly where its value lies: managing and supporting external customer relationships while simultaneously integrating internal staff. CRM is much more than simple software applications or business processes; it is a pathway toward a business culture that is more conducive to success and harmony.

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