Talkdesk

JULY 20, 2020

When business as usual was disrupted in the customer service sector due to COVID-19, IT leaders turned to their business continuity plans to keep operations running. As the name implies, these plans include guidelines and procedures for reacting to potentially critical events that jeopardize business operations. In some cases, however, these plans were better suited for short-term disruptions, such as the closure of a building, a temporary network outage or the absence of a significant part of t

virtual call center 93

virtual call center Call Center call center software Contact Center 93

OctopusTech

JULY 20, 2020

In today’s digital world, with everyone having access to social media and other sites, content publishing is on the rise. And there is uncertainty about the type of content which can harm societal relations, sentiments, and even the name of the brand. Taking all these aspects into consideration, various companies are opting for content moderation services to set some guidelines and restrictions for the users and also to check on user-generated content.

Feedback 90

Feedback Marketing Personalization 90

CSM Magazine

JULY 20, 2020

There used to be a time when businesses would fight for expensive billboards in prime locations to get their advertisement to as many people as possible. Those days are long gone! Although billboards still exist, companies can reach a far larger audience by tapping into the emerging influencer market than they ever could in the physical world. Your customers now expect you to be active on social media, so they can easily reach your customer service representatives through sites like Instagram to

Customer Service 52

Customer Service Advertising Accountability Customer Support 52

Callminer

JULY 20, 2020

This article helps define customer value, its importance within any growing organization and how to enhance the value it offers those it serves.

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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.

PeopleMetrics

JULY 20, 2020

After writing my book, Listen or Die , which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful of strategies that provide the biggest impact or provide the most insight on driving CX excellence?". Here they are! Measuring the customer and employee experience is a continuous process, not an event.

Customer centricity 163

Customer centricity Feedback Surveys Consulting 163

McorpCX

JULY 20, 2020

There's not a lot of upbeat coverage in the media today. COVID-19 statistics and related trends, business closures, social distancing woes, stock market gyrations — it feels like so much is out of our control.

Customer Experience 102

Customer Experience Marketing 102

Satrix Solutions

JULY 20, 2020

Since our inception, we’ve worked with clients to design and execute their Customer Advisory Board (CAB) programs. As business travel has been curtailed due to COVID, several important questions have been raised about the best way to proceed with your CAB, or if you should pause the program entirely. As with many customer experience programs, the answer will depend on a variety of factors.

Feedback 88

Feedback Consulting Consulting Personalization 88

TeamSupport

JULY 20, 2020

“Technical Support Excellence is the achievement of the maximum positive impact on profitability and reputation of the company, product, or brand being supported through the efficient and effective delivery of support.” 1 That’s according to a recent report by ServiceXRG, a research firm that helps companies retain customers, expand revenue, and achieve cost efficiencies through service excellence.

Customer Support 98

Customer Support Technical Support B2B SaaS 98

pindrop

JULY 20, 2020

Fraud was never fun – its costs for corporations can climb high when you consider the personnel, re-issuance, and other remediation costs incurred on the operational side in addition to customer attrition and brand damage. As the world adjusts to an incurable disease and devises ways to stay connected – voice interaction with customers has spiked and fell and so has fraud rates.

Interactive Voice Response 84

Interactive Voice Response Contact Center Engineering Accountability 84

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

Cyara

JULY 20, 2020

Since the start of Cyara, it’s been our goal to deliver the best customer service experience. To achieve it, we’re continuously developing new ways to provide enhanced support services, and over the years, that’s resulted in customer-focused efforts, like: Development and continuous additions to our Knowledge Center. The creation of an account status page.

Accountability 67

Accountability Customer Service Call Center Customer Experience 67

ClientSuccess

JULY 20, 2020

Although your team may still be working from home while managing customer accounts, innovation and forward momentum has not slowed down. If anything, many customer success teams are turning to new customer success platforms and solutions to better manage remote accounts and teams during these unprecedented times. If your team has made the move to a new customer success solution, you may be facing a double-edged sword of options: on one side, there is the new solution’s ability to deliver optimal

SaaS 69

SaaS Metrics Accountability Management 69

NICE inContact

JULY 20, 2020

If you're a call center looking for software, you have a lot of options to choose from. Similar to cars, call center software packages range from low-cost, low-feature options to platforms with a lot of bells and whistles and a high price tag to match. But, unlike fancy cars, which are often vanity purchases, software decisions are normally driven by requirements and budget.

call center software 62

call center software Call Center Best practices Contact Center 62

NobelBiz

JULY 20, 2020

Recently, Steve Bederman was invited on Doug Green's Telecom Reseller podcast where he talked about how much he admires business and contact center leaders who took huge risks now by switching their outbound systems to inbound. The post Steve Bederman: I Admire the Heck out of Contact Centers Converting to Inbound appeared first on NobelBiz®.

Contact Center 59

Contact Center 59

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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

Comm100

JULY 20, 2020

Guest blog – Nahla Davies is a software developer and tech writer. Before devoting her work full time to technical writing, she managed—among other intriguing things—to serve as a lead programmer at an Inc. 5,000 experiential branding organization whose clients include Samsung, Time Warner, Netflix, and Sony. You can find her on LinkedIn. Mobile Marketer research found out that nearly 40% of millennials interact with chatbots regularly.

Chatbots 52

Chatbots Finance Marketing Surveys 52

CSM Practice

JULY 20, 2020

The utilization of customer communication by customer success teams has never been easy. The Coronavirus pandemic has affected many economies around the globe, and different businesses need to map the way forward as soon as possible. Businesses are taking quick action and coping mechanisms as they struggle to meet the well-being of their employees and their customers.

Chief Customer Officer 52

Chief Customer Officer Analytics Customer centricity Consulting 52

Xaqt

JULY 20, 2020

Twilio Flex is a robust and flexible cloud-based call center platform. Built on the Twilio's Programmable Voice and Messaging APIs, Twilio Flex provides full control over most aspects of your contact center. However, Twilio Flex lacks critical reporting and dashboard functionality that most contact centers require. Xaqt's Cognitive Insights Platform for the Contact Center addresses this gap and provides call centers with a robust dashboard and analytics engine.

APIs 52

APIs Contact Center Call Center Government 52

CSM Practice

JULY 20, 2020

The utilization of customer communication by customer success teams has never been easy. The Coronavirus pandemic has affected many economies around the globe, and different businesses need to map the way forward as soon as possible. Businesses are taking quick action and coping mechanisms as they struggle to meet the well-being of their employees and their customers.

Chief Customer Officer 52

Chief Customer Officer Analytics Customer centricity Consulting 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

Genroe

JULY 20, 2020

In this post I’m going to break down the best way to create a scalable B2B lead generation process using LinkedIn. Then I’m going to give you a couple of specific case studies on what can be achieved. This is exactly the same process that we have used to generate ongoing streams of leads for […]. The post LinkedIn B2B Lead Generation Best Practices and Case Study appeared first on Genroe.

Best practices 52

Best practices B2B Marketing 52

Working Solutions

JULY 20, 2020

Tamara explores a tool for engagement called Nearpod at nearpod.com Are you an educator seeking an interactive way to keep your students engaged? Look no further. Tamara Schroer and her guest, Maggie Ward, M.Ed, demonstrate an instructional platform they use for a collaborative learning experience.

Education 52

Education outsourcing Call Center 52

Hodusoft

JULY 20, 2020

Throughput with excellent results matters a lot, especially for call centers. When a contact center takes up an outbound campaign, its reputation and future work depend on just how speedily and effectively their agents can deliver positive leads. The contact center software plays a crucial role and within the software, the intelligent auto dialer is literally the gateway to efficiency and productivity.

Call Center 52

Call Center Contact center software call center software Contact Center 52

Steve DiGioia

JULY 20, 2020

I can’t tell you how many times I’ve heard those words from one of my wedding coordinators. “She’s so high maintenance”, “She’s nasty”, “She calls me a million times a day, I can’t take it anymore”, or the obvious one – “She keeps telling me everything must be perfect. “That bride’s a b*tch!

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Education Personalization Customer Service 53

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

Contact Center

Nicereply

JULY 20, 2020

Customer Support 93

Customer Support 93

C Space

JULY 20, 2020

The Brand Move Roundup – July 20, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. Four months ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis. What’s now becoming clear is that the current climate is one of near-perpetual disruption.

Real estate 40

Real estate Advertising Transportation Engineering 40

SmartKarrot

JULY 20, 2020

Role: Customer Success Manager – Commercial Location: Columbia, MD, US Organization: Tenable Being a CSM at Tenable, You will have to establish and drive sales activities for the software products within a designated geography. Manage customer journey throughout the sales cycle. You will be responsible for growing revenue via prospecting, qualifying, selling and closing from existing enterprise client accounts.

Benchmark 10

Benchmark Upselling Accountability Engineering 10

ShepHyken

JULY 20, 2020

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 5 Customer Experience Trends Thet COVID-19 Is Only Accelerating by Stephen Fioretti. (SmarterCX) The current pandemic is a clear example of a disruption that, in many cases, is accelerating trends that were already happening.

Customer Service 153

Customer Service Self service Customer retention Surveys 153

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

Contact Center

SmartKarrot

JULY 20, 2020

Source. Any highly valued job in a growing company is full of opportunities as well as challenges. While customer success is one of the latest business functions that companies are incorporating in their organizational structure, there are many customer success challenges that they need to face. These challenges help them re-evaluate their business from many viewpoints and come up with suitable solutions.

Customer centricity 10

Customer centricity SaaS Surveys Best practices 10

C3Centricity

JULY 20, 2020

Although I love quotes, especially about how to succeed, I love success even more. Do you? One of my favourite quotes on the topic of success comes from Winston Churchill during his address to the Harrow School (UK) during WWII in 1941. It was one of his shortest speeches but probably one of his most quoted. He said: “Never give in, never, never, never, never” If you are interested, you can read his full speech – which is not a lot longer!

Marketing 77

Marketing Coaching Sales Customer centricity 77

OrecX

JULY 20, 2020

We are often asked how a business can optimize its voice recording. The answer always centers on access versus optimization. Yes, voice quality is imperative, but in today’s recording industry, open and free access to one’s voice data is even more important. To get the most out of your voice interactions, you want to be able to share your recordings with whichever speech analytics, AI and customer experience applications you choose to for transcription and analysis purposes.

Analytics 79

Analytics CRM Customer Experience Customer Service 79