Fri.Sep 27, 2019

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How Powerful CRM Can Help You Delight Customers

NICE inContact

The last couple years have seen an important turning point for customer service and customer experience. Think about it: we’ve witnessed vast improvements in digital customer service technology like artificial intelligence (AI) and live chat, both of which are certain to continue evolving. Many companies recognized the importance of digital customer service and CX as key differentiators. 89% of businesses are soon expected to compete mainly on customer experience.

CRM 55
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WhatsApp In Your Contact Center

Integra

Messaging has been and continues to be one of the main channels of communication between clients and businesses. The only difference between the messaging before and now, is that instead of going to the postal office to send a letter or package, we simply press send from our phone. WhatsApp has recently become the largest instant messaging network, thanks to its user-friendly interface and end-to-end encryption that offers user security.

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Cheatsheet: Do your Employees Know How to do These 5 Key Functions?

VirtualPBX

This cheatsheet is designed to offer a quick reference guide of Dash Business Phone System key functions and shortcuts. Whether you’re an Agent, User, or Administrator, these 5 basic functions are crucial for daily communications. Quick Reference Guide. 1. Log in to Dash Online. Agents can log in to the User Portal in one of two ways: Web User Portal – To log in to the User Portal , visit dash.virtualpbx.com.

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The Key To Successful Marketing Communications

Beyond Philosophy

The Key to Successful Marketing Communications. There are a lot of people that do not know the difference between Marketing and Advertising. Many people assume they are the same thing, but they are not. Marketing is deciding what you are going to say; Advertising is saying it. In my corporate life, I worked in Marketing for a long time. One of the things I learned was that Marketing should know the marketplace and understand their customers.

Marketing 268
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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Guest Blog: Shock and Awe – A Guide to Creating a Customer Experience They’ll Talk About for Life

ShepHyken

This week we feature an article by Jessica Wise who shares a story to illustrate how you can develop a lifelong relationship with your customers by creating a customer experience they will never forget. It was the Thursday before Memorial Day 2019. In less than 36 hours, my parents were headed to Texas for a two-week vacation. Their unruly, horse-sized Bernadoodle was ready to ship out on a two-week trip of his own.

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How Support Desk Software Guarantees Customer Success

ProProfs Blog

For every $1 you invest in customer experience through help desk and similar platforms, you can reap a return on investment of $3. So it makes sense to leverage on a support desk software to grow your customer experience. After all, you cannot afford bad customer service. U.S. companies lose more than $62 billion annually due to poor customer service.

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When Conversations’19 Touched Down at Middle East

Ameyo

After the success of Conversations’ 19 in Zambia and Zimbabwe, it was time to move on to the Middle East (ME). We started our ME leg with the city which derived its name from the Arabic word kut i.e. Kuwait. Post which it was time to move on to our next destination – Bahrain. Spending … When Conversations’19 Touched Down at Middle East Read More » The post When Conversations’19 Touched Down at Middle East appeared first on Ameyo.

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Episode 01: AI Adoption & The Innovation Cycle

Interactions

Last week, we released our new podcast, The ConversAItion , which airs viewpoints on the impact of AI on business and society. We have recapped the key takeaways from the first episode here. “Right now, AI—it’s like magic. It’s this weird elixir. You don’t know what it is, and yet it’s not all that complicated. But most people, they have so little knowledge of it that it becomes a source of fear.”.

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Empire Today Moves to CXone, an Easy Decision

NICE inContact

With an outdated, on-premises Cisco call center system, Empire Today was facing a $1 million price tag to upgrade to modern functionality. The move to NICE inContact and the CXone cloud platform came soon thereafter. “It was a no-brainer,” said Philip Bennett, Empire Customer Service Operations Manager. By the time the home improvement and furnishings company made the switch, there had been plenty of frustrations with the old system.

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Contact Center Dialers Demystified

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.

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Phone.com Review, Pricing, and Best Alternatives in 2019

Avoxi

When looking for a phone provider, price is typically the main component in narrowing down your choices. If you are in the market for an affordable business phone service provider, chances are you have come across Phone.com. While we are confident that we offer the highest quality, value prices and expanded worldwide coverage, we know… The post Phone.com Review, Pricing, and Best Alternatives in 2019 appeared first on AVOXI.

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­­Understanding B2B Customer Support in the UK

TeamSupport

As technology continues to move forward, more companies are seeing an influx of international customers that didn’t exist a decade ago. For many companies based in the United States, a large percentage of their new international customers are from the United Kingdom (aka “the UK”). Made up of four countries – England, Scotland, Wales, and Northern Ireland – the UK may share a common language with the US, but there are some notable cultural differences.

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Automated NPS for Salesforce

GetFeedback

This playbook is designed to help you set up your Automated NPS program and integrate it with Salesforce. It provides.

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Best UK Virtual Number Providers

Avoxi

todo: banners Cora pricing table fix the header formats update spacing to new specs Numbergroup features: screenshot of the feature page we found explanation that they are not transparent about pricing, rather they do custom quotes for everyone. Point out that most of the features in their "add-on" section are usually included for free or… The post Best UK Virtual Number Providers appeared first on AVOXI.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

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.

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My Latest Podcast, With PGi and Frank Paterno

Jon Arnold

I’m on a good run lately with UK-based Enterprise Management 360 , where I’m a contributing analyst , and our latest podcast has now been posted. This time around, I was in conversation with industry veteran Frank Paterno at PGi, and it was great to share views on what defines value for collaboration. We could go on for hours, but you’ve only got so much time to listen, and I hope you like what’s here.

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How to Manage Customer Support in an Era of Self-Help

Squelch

Last month, Squelch was honored to sponsor a webinar titled The Evolution of Support: How to Manage Customer Support in an Era of Self-Help. The webinar was presented by Kristina Evey , a customer experience (CX) strategist who loves to help leadership teams demystify the process of shifting operational and business priorities to the customer perspective, resulting in revenue increases.

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Creating a winning customer service strategy

delighted

What if we told you that there’s a way to grow your business by two to four times without developing a new product or receiving additional funding? Exceptional customer service turns repeat and new customers into promoters. And these promoters have the potential to grow the lifetime value (LTV) of your brand by 1400%. Needless to say, many brands are taking notice of the financial benefits improving customer service can have for your bottom line.

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3 interns, 3 real life stories

Nuance

Albert Einstein said, “The only source of knowledge is experience.” It’s powerful to put what you learn to practice in actual scenarios, going beyond what you learn in a book. The daily feeling of slight discomfort and excitement in trying new things, the “doing” part, the practice. It’s the life of an intern! Interns put […] The post 3 interns, 3 real life stories appeared first on What’s next.

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How to Stay Competitive in the Evolving State of Martech

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

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Why Self Service Remains Jam Tomorrow

Brainfood

In an unsurprising finding, Gartner has recently declared that self service resolution rates suck and omni-channel has just confused things. Even though they conclude by encouraging greater commitment to self service, the summary of their research seemed light on practical ideas. So I’ll thought I’d chuck in a few thoughts to fill in the gaps based on my own experience of teaching people how to plan a strategy.

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Evangelist in Chief: Q&A with Guy Kawasaki

C Space

Evangelist in Chief: Q&A with Guy Kawasaki. “People don’t know what they want until you show it to them.” Was Steve Jobs right when he said that? He was, according to Guy Kawasaki. That is, if you happen to be Steve Jobs, Walt Disney or Elon Musk. Tweet. Kawasaki worked for — and learned from — the man himself, Steve Jobs, in the mid-1980s as Apple’s Chief Evangelist.

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3 interns, 3 real life stories

Nuance

Albert Einstein said, “The only source of knowledge is experience.” It’s powerful to put what you learn to practice in actual scenarios, going beyond what you learn in a book. The daily feeling of slight discomfort and excitement in trying new things, the “doing” part, the practice. It’s the life of an intern! Interns put […] The post 3 interns, 3 real life stories appeared first on What’s next.

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How to Manage Customer Support in an Era of Self-Help

Squelch

Last month, Squelch was honored to sponsor a webinar titled The Evolution of Support: How to Manage Customer Support in an Era of Self-Help. The webinar was presented by Kristina Evey , a customer experience (CX) strategist who loves to help leadership teams demystify the process of shifting operational and business priorities to the customer perspective, resulting in revenue increases.

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The Truth About Customer Journey Mapping

Speaker: Dave Seaton, CEO of Seaton CX

Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.

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The Role of NLP in Call Center Automation

ChaseData

Today’s contact centers have to move at lightning-fast speeds. When you think about the number of connections modern call center agents make on an average hourly basis, it’s astounding - especially in comparison to those made by the typical person in an office setting or another professional environment! It only makes sense that so many of these facilities rely so heavily on call center automation to make it all happen.

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How to Manage Customer Support in an Era of Self-Help

Squelch

Last month, Squelch was honored to sponsor a webinar titled The Evolution of Support: How to Manage Customer Support in an Era of Self-Help. The webinar was presented by Kristina Evey , a customer experience (CX) strategist who loves to help leadership teams demystify the process of shifting operational and business priorities to the customer perspective, resulting in revenue increases.

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Welcome to our next chapter. Because connections matter.

Quadient

As we all know, customer expectations continue to evolve to meet and match their always-on existence. The connected customer expects immediacy and simplicity. They want experiences that are personalized, readily-available, consistent, meaningful, convenient, and secure — regardless of the touchpoint.

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Trust Me!

Etech GS

Confidence is king. Trainees need confidence! What changes an interaction from a minimal communication to a truly engaging, superior interaction? The answer is confidence! With confidence, we feel empowered to make choices that support our customers whether it be a sales or customer service conversation. Without it, we act unsure of the right process, we convey the idea that a solution is quite possibly unobtainable.

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ABM Evolution: How Top Marketers Are Using Account-Based Strategies

In times of economic uncertainty, account-based strategies are essential. According to several business analysts and practitioners, ABM is a necessity for creating more predictable revenue. Research shows that nearly three-quarters of marketers (74%) already have the resources needed to build successful ABM programs.

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ZOOM Int. Employee Spotlight - Amanda Millsaps

Zoom International

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How to Unlock the True Potential of Social Listening

ProProfs Blog

It is the age of customers. It is the age of social media. On average people spend over 135 minutes on social media every day. . The average time spent on social media in 2018 was 144 minutes, which is more than a 60% increase from 2012. . Another fun fact : the number of users on social media is increasing too! At around 2.89 billion, active social media users amount to over 35% of the human population. .

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ZOOM Int. Employee Spotlight - Greg Goodman

Zoom International

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