Fonolo

AUGUST 3, 2021

You know that customer service is the backbone of your organization. Knowing where you stand with your customers and proving that value to stakeholders requires carefully crafted call center reporting that directly aligns with your organization’s Key Performance Indicators (KPIs). Excel Spreadsheets won’t cut it anymore. Your executive team and call center agents need easy-to-digest, visual data that can help to inform their decisions and actions.

Call Center 142

Call Center Abandon rate Contact Center Metrics 142

ShepHyken

AUGUST 3, 2021

Everybody Wants to Rule the World. Surviving and Thriving in a World of Digital Giants. Shep Hyken interviews Ray Wang, Principal Analyst, Founder, and Chairman of Silicon Valley, based Constellation Research, Inc. They discuss Ray’s book, Everybody Wants to Rule the World: Surviving and Thriving in a World of Digital Giants , a groundbreaking guide that reveals which companies will thrive and get crushed by the powerful forces now at work.

Customer centricity 296

Customer centricity CRM Enterprise Personalization 296

Totango

AUGUST 3, 2021

A freemium strategy is one of the best ways to sell a SaaS product. However, common freemium SaaS mistakes can thwart this otherwise effective approach. Here we’ll help you steer clear of the most frequent pitfalls SaaS companies encounter when deploying a freemium sales model. First, we’ll consider why a freemium approach works so effectively when it’s executed correctly.

SaaS 118

SaaS Best practices Sales Marketing 118

ChurnZero

AUGUST 3, 2021

No matter what role you are in at your SaaS organization, metrics are key to your success. They help you evaluate performance of the business, team as well as individual contributors. When looking at metrics, it is important to be able to tie it back to what matters the most to your board and investors – revenue. . Let’s take a look at some metrics that directly measure your company’s revenue performance.

SaaS 98

SaaS Metrics 98

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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.

3CLogic

AUGUST 3, 2021

When it comes to waiting on hold, studies have shown that callers don’t have a ton of time to spare. A recent survey from Arise Virtual Solutions reveals that over 65% of customers are only willing to wait on hold for a maximum of two minutes before hanging up. What’s more, over 13% of respondents said that hold time, no matter how long, is unacceptable altogether.

Interactive Voice Response 98

Interactive Voice Response Contact Center Contact center software contact center solutions 98

kommunicate

AUGUST 3, 2021

In July, we have added some powerful features to your favorite customer support automation tool. Let’s jump into new features! KOMPOSE BOT BUILDER Drag & Change order We’ve added an ability to drag and change the order of the chatbot replies in an intent. Go to Dashboard >> Bot Integration >> Select the bot >> Configure bot’s [.]. The post Here’s What’s New from July 2021| Kommunicate Product Updates appeared first on Kommunicate Blog.

Chatbots 98

Chatbots Customer Support 98

NobelBiz

AUGUST 3, 2021

Monitoring the performance of your contact center helps to enhance the number, quality, and speed of call processing, customer interaction, and overall client experience. Measuring merely to see if you still have bad numbers is useless to a business owner unless corrective action is made to improve poor performance. This begs the question, as a business owner, what dimensions should you focus on in order to enhance contact center performance?

Contact Center 98

Contact Center contact center solutions Contact center software Telecommunications 98

Nicereply

AUGUST 3, 2021

If you have the volume, you should get a dedicated team. If your business is growing fast, then your customer service ticket volume is, too. At some point, the inquiries and questions from customers can be too much to handle internally. For many companies, outsourcing is the best next move. Yet it can be daunting to begin the process of finding the right business process outsourcer (BPO)—one that you trust to be the voice of your company, to represent your brand and solve your customers’ problem

outsourcing 98

outsourcing Accountability Business Process Outsourcing call center professionals 98

delighted

AUGUST 3, 2021

As our customers expand their experience management programs to multiple touchpoints across the customer lifecycle, they’ve let us know that they’d like a bit more flexibility in the rating scales at their disposal. That’s why, right on the heels of our new eNPS and PMF surveys, we’re excited to announce two more survey templates to help you optimize how you collect feedback and measure your customer experience: A 3-point Smiley Customer Satisfaction Score survey (CSAT-3) A 7-point Customer Effo

Surveys 98

Surveys Best practices Customer effort Benchmark 98

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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

Help Scout

AUGUST 3, 2021

No matter how well-designed or intuitive your product is, customers will have questions about how to use it. Some of those questions are niche and require personalized attention; however, many are routine with standard answers. For those common questions with standard answers, it makes sense to have a resource customers can access on their own time without needing to contact support.

Self service 96

Self service Wait times Accountability Customer Experience 96

LiveVox

AUGUST 3, 2021

Artificial intelligence facilitates easier, more intuitive interactions for both agents and customers. Over time, a track record of great interactions adds up to a base of loyal customers and a balance sheet of strong revenue. Are you harnessing AI to its full potential? Here, we’ll explain how to identify the self-service opportunities that are primed […].

Self service 90

Self service 90

Nuance

AUGUST 3, 2021

Over the last 18 months, organizations of every kind—from global enterprises to healthcare providers—leaned into technology to help them deliver their services. Brands began serving more customers through their digital channels. Physicians became used to delivering patient care via video calls. But as we’ve all become increasingly reliant on digital technology, how have our feelings [.

Healthcare 86

Healthcare Enterprise Technology 86

Helpware

AUGUST 3, 2021

Optimize business communication for customer success growth with these effective strategies.

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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

Nuance

AUGUST 3, 2021

In recent years, chatbots and virtual assistants have become a staple of service in almost every industry and sector. But some are much more beloved—by the brands that have created them, and the customers that use them—than others. Whether you’re designing a new chatbot and you want to hit the ground running, or you’ve an [.] The post Five reasons why chatbots fail.

Chatbots 52

Chatbots Enterprise 52

NobelBiz

AUGUST 3, 2021

Is your client satisfaction decreasing? What are the flaws in your contact center? How many consumers stick with you after their first interaction? In order to find the accurate answer to these questions, business owners and managers must go beyond guesses and instinct and rely on scientific, clear, and quantitative facts. After all, running a contact center without taking human, technological, and managerial facts into account in every operational element is comparable to driving a car without

Contact Center 52

Contact Center Interactive Voice Response Coaching Construction 52

Nuance

AUGUST 3, 2021

Over the last 18 months, organizations of every kind—from global enterprises to healthcare providers—leaned into technology to help them deliver their services. Brands began serving more customers through their digital channels. Physicians became used to delivering patient care via video calls. But as we’ve all become increasingly reliant on digital technology, how have our feelings [.

Healthcare 52

Healthcare Enterprise Technology Customer Service 52

ChurnZero

AUGUST 3, 2021

No matter what role you are in at your SaaS organization, metrics are key to your success. They help you evaluate performance of the business, team as well as individual contributors. When looking at metrics, it is important to be able to tie it back to what matters the most to your board and investors – revenue. Let’s take a look at some metrics that directly measure your company’s revenue performance.

SaaS 52

SaaS Metrics 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.

Self service

Quiq

AUGUST 3, 2021

Share This Story Instant messaging is a ubiquitous part of daily life for the majority of consumers. Over 41 million messages are sent out from messaging apps every minute while popular messaging apps like Facebook Messenger and WhatsApp are used by nearly 3 billion users. Naturally, the rapid proliferation of instant messaging over the past decade hasn’t just transformed communication between individuals — it has also had a significant impact on how consumers communicate with businesses.

Contact Center 52

Contact Center Chatbots Self service Sales 52

CSM Magazine

AUGUST 3, 2021

Manu Steijaert, McDonald’s Executive Vice President and Global Chief Customer Officer. Photo: McDonald’s Corp. . McDonald’s Corporation has appointed Manu Steijaert, a McDonald’s veteran, as its first Global Chief Customer Officer. He will be leading a new Customer Experience team. The Customer Experience team aims to transform how customers interact with McDonald’s.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Analytics 52

Influitive

AUGUST 3, 2021

Your customers have a wealth of knowledge about your product’s ins and outs and ups and downs, but how are you tapping into that knowledge? Nutanix, a leader in private cloud, hybrid and multi-cloud computing, continually looks for ways to improve its products and services for customers. Christie Vaughan, Manager of Customer Marketing at Nutanix, […].

Marketing 52

Marketing Management 52

TCN

AUGUST 3, 2021

ST. GEORGE, Utah – Aug. 3, 2021 – TCN, Inc., a global provider of a. The post TCN Operator Selected as a 2021 SaaS Awards Finalist for Best SaaS Product for Customer Service/CRM appeared first on TCN.

SaaS 52

SaaS CRM Customer Service 52

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

Feedback

CSM Magazine

AUGUST 3, 2021

As a business, are you looking for new ways to market yourself to the public? Are you tired of paying exorbitant amounts on marketing and want to know if Twitter is a platform that will benefit your business? Twitter is a social networking site that has become an important tool for businesses. It provides companies with the opportunity to stay connected with their customers and prospects, and advertise their products or services.

Chatbots 52

Chatbots Advertising Marketing Customer Service 52

CustomerSuccessBox

AUGUST 3, 2021

In this era of SaaS and subscription businesses, getting the user to buy your product is only the beginning of a long journey ahead. During the entire process with the customer, pre-sales and post-sales, there is a need for a close relationship between Customer Success and Sales. This close relation can be built with good communication and articulation between both teams.

Sales 52

Sales SaaS Best practices Customer retention 52

CSM Magazine

AUGUST 3, 2021

On August 9, Balto will be revealing two products that will revolutionize the way you score and coach calls. This is for you if: You’re tired of randomly sampling a fraction of calls. Your QA software (spreadsheet?) takes a PhD to understand. Your team is spending way too much time finding coachable calls. You want to scale excellent conversations across your entire organization.

Coaching 40

Coaching Contact Center Customer Service 40

C Space

AUGUST 3, 2021

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Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

Journey mapping

Knowmax

AUGUST 3, 2021

Features of knowledge base that improve CX by 60%.

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SmartKarrot

AUGUST 3, 2021

Role: Customer Success Director Location: Remote, Redwood City, CA, US Organization: Exo As a Customer Success Director, you will manage a team who nurture the overall customer relationship, establishing a trusted advisor-type relationship to ensure overall customer satisfaction. Build processes for customer success, including but not limited to those around customer satisfaction, customer support, and sales operations.

Benchmark 10

Benchmark Customer advocacy Customer retention Education 10

Lumoa

AUGUST 3, 2021

As we see the business world shifting towards a more remote and digital landscape, the communication between customers and service employees is playing a more pivotal role in customer experience due to the lack of opportunity for face-to-face interactions. This rise in customer expectations partnered with ever-evolving technology means the road to satisfaction isn’t set in stone.

Journey mapping 103

Journey mapping Customer Experience Metrics Customer centricity 103