Fonolo

AUGUST 11, 2020

Managing customer perceptions and expectations is one of the most essential components of a successful customer service department. To do this, you need to understand what factors affect customer perceptions. Everything and anything from your products to brand voice and color will impact how customers feel about your business. To make things simpler, we’re going to focus on the following three types of influence: Personal experience.

Advertising 87

Advertising Marketing Sales Call Center 87

Contact Center Pipeline

AUGUST 11, 2020

Sometimes social media feels like the mean kids’ table in the lunchroom at middle school. Everybody’s talking dirt about someone else. And once the gossip is out there, it’s hard to get your reputation back! Wretched customer service! Stylist was running 30 minutes late. When I went to put more money in the meter, they […].

Customer Service 331

Customer Service Customer Care Feedback Contact Center 331

Guru

AUGUST 11, 2020

If you use Slack as much as we do, then you know how powerful it is for collaborating with your coworkers. Since its launch in 2013, Slack has become the central nervous system of company communication and collaboration. For many teams, bouncing between internal Slack conversations, customer emails, vendor calls, and partner meetings, it can be difficult to stay focused with all the context switching.

Management 117

Management 117

Nicereply

AUGUST 11, 2020

Remember: these are just four roles that represent the larger pool of opportunities out there. If you’re a person that loves helping, finding a career in customer support can feel like a dream come true. But what do you do after you’ve been working in the queue for years and don’t necessarily want to be a manager, or an individual technical contributor?

Customer Experience 105

Customer Experience Engineering Sales Best practices 105

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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.

Ameyo

AUGUST 11, 2020

Ameyo, an omnichannel customer engagement platform, is now PCI-DSS compliant with certified public cloud environments across India, APAC, Africa, and the Middle East. While COVID-19 has led to a rigorous digital transformation, the digital fraudsters have also risen causing a great loss to the businesses. Customer data remains one of the biggest concerns for most … Ameyo’s Cloud-Based Customer Engagement Platform is Now PCI DSS Compliant Read More » The post Ameyo’s Cloud-Based Custom

Cloud contact 98

Cloud contact Contact Center 98

VirtualPBX

AUGUST 11, 2020

Today’s guest post was submitted by Stevie Nicks at Just Another Magazine , an online magazine that covers lifestyle topics. Despite the many benefits of working remotely, and many employers have been reluctant to offer flexible remote working policies due to concerns over productivity. But the coronavirus pandemic has forced millions of workers to start working from home full time, almost overnight.

Technology 98

Technology Management Personalization 98

ChurnZero

AUGUST 11, 2020

This is a guest blog post by Anita Toth, Chief Churn Crusher. . This is shocking. Did you know that 60% of SaaS companies reported a negative impact on customer retention and upsell deals due to the pandemic? Customer retention, along with new customer acquisition, has been challenging for most companies when the pandemic hit. The second quarter of 2020 was chaotic.

Customer retention 97

Customer retention Chief Customer Officer SaaS Accountability 97

Advantage Communications

AUGUST 11, 2020

Cus tomer service is crucial for the success of your business. High-quality customer experiences that delight your customers turns potential leads into sales, and cultivates a loyal following that means you extract more value from existing customers through word-of-mouth marketing, testimonials and reviews that drive new revenue.

Contact Center 95

Contact Center Management Sales Marketing 95

GetFeedback

AUGUST 11, 2020

This guide covers how financial institutions can collect feedback to improve the digital experience and build long-lasting relationships with customers.

Feedback 88

Feedback 88

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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

CSM Practice

AUGUST 11, 2020

Maranda Dziekonski, Vice President Customer Success and People’s Operations at Swiftly, shared her insights into CSM’s career paths and ways to further develop the skills needed for a successful customer journey. According to Maranda, there are two things to consider in the CSM career path : attitudes and skills. CSM Attitudes. We all know exploring new horizons widens our knowledge of the world.

Analytics 78

Analytics Education Enterprise Management 78

Monet Software

AUGUST 11, 2020

Why, When and How SMB Call Centers Can Integrate Quality Management (QM) Teams. These are interesting times for SMB call centers and help desks. Small-scale, in-house and boutique customer contact facilities enjoy unique opportunities in today’s CX-focused market. But the demands for impeccable compliance and better-every-time contact quality often require new systems and processes.

Contact Center 71

Contact Center Calibration Quality management Call Center 71

SharpenCX

AUGUST 11, 2020

Editor’s Note: This post is brought to you by a new contributor, Hiba Amin, from our friends over at Soapbox – a solution that empowers over 100,000 managers to lead high-performing teams. On average, human capital costs make up almost 70% of a company’s operating expenses. Yet, too many companies don’t properly invest in their biggest asset: humans.

Customer Service 67

Customer Service Coaching Education Construction 67

Chip Bell

AUGUST 11, 2020

As a young boy, I spent about as much time at my grandparents’ home a quarter mile away as I did at my own. We lived in the country and a rural highway separated our houses. Sometimes, I stayed with my granddaddy after sundown and had to walk home in the dark. As a six-year old with an imagination as big as Texas, it was very scary. I remember asking my granddaddy to drive me home in his truck.

Feedback 81

Feedback Customer Service 81

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

GetFeedback

AUGUST 11, 2020

An overview of key strategies SaaS businesses can employ to improve and enhance their customer experience.

SaaS 78

SaaS Customer Experience 78

NICE inContact

AUGUST 11, 2020

Moving to cloud contact center technology is not a question of if, but when. In 2020, 66% of companies are accelerating their move to the cloud as a result of the pandemic. When your contact center is ready for this transformation, Omdia has provided an important resource to help. The recent Decision Matrix – reviewing prominent cloud contact center providers - can help build a business case for moving to the cloud.

Cloud contact 62

Cloud contact Contact Center Technology Best practices 62

Robert Davis

AUGUST 11, 2020

By Bob Davis , Founder and CEO. To meet the demand of organizations seeking training for their teams working from home during these challenging times, Robert C. Davis and Associates ( [link] ) is excited to present three online courses designed to maximize the performance of supervisors, leaders at all levels, and contact center agents in the work-from-home environment.

Contact Center 62

Contact Center Coaching Accountability Time management 62

GetFeedback

AUGUST 11, 2020

Learn more about website exit intent surveys, what they are, and why you need them.

Surveys 78

Surveys 78

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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

ShepHyken

AUGUST 11, 2020

Subscribe to an Amazing Customer Experience. How to Deepen Customer Relationships Through Subscription and Membership. Shep Hyken interviews Robbie Kellman Baxter , bestselling author and founder of Peninsula Strategies, LLC. They discuss how any company in any industry can utilize a subscription model to the benefit of their customers. Top Takeaways: Companies can find success by identifying a specific problem and then solving it for their customers forever, turning it into a “forever transacti

Consulting 63

Consulting Consulting Customer Support Marketing 63

LiveVox

AUGUST 11, 2020

Does it feel like your customers are everywhere these days? Customers are now communicating with businesses on multiple messaging channels like SMS, email, and web chat nearly as fast as the channels are being developed. Voice alone isn’t enough for most customer-facing organizations. Data silos are making it difficult to gain a cohesive view of […].

Call Center 52

Call Center 52

Serenova

AUGUST 11, 2020

Improving customer experience is a stated priority for nearly all businesses, large and small, spanning geographies and every conceivable market category. Yet, elevating customers’ perception of your brand and their experience with your business and products remains elusive, with all but the elite falling short of expectations in one area or another.

Call Center 52

Call Center Contact Center Chatbots Quality management 52

Injixo

AUGUST 11, 2020

Join us on our journey, ‘The Evolution of Contact Center Planning’. In this 4-part webinar series , you'll learn the tips and tricks of spreadsheet-based planning and what to consider when transitioning to a WFM solution. If you’re a resource planner , WFM specialist or contact center professional , don't miss out on this exclusive opportunity to enhance your WFM know-how and level up workforce planning.

Contact Center 52

Contact Center 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

AnswerConnect

AUGUST 11, 2020

Your local business is part of the community. When a customer enters your store, you know their name without having. Continue Reading → The post Important Mobile Phone Statistics for Local Businesses in 2020 appeared first on AnswerConnect Blog.

Answering services 52

Answering services 52

Injixo

AUGUST 11, 2020

Join us over the next eight weeks on our journey on ‘The Evolution of Contact Center Planning’. Sign up for our free 4-part webinar series and get to know the tips and tricks of spreadsheet-based planning and what to consider when transitioning to a WFM solution. If you’re a r esource planner , WFM specialists and contact center professional , do not miss out on this exclusive opportunity to enhance your WFM know-how and level up workforce planning.

Contact Center 52

Contact Center 52

Strikedeck

AUGUST 11, 2020

Vincent Manlapaz, in an interview with Jill (Farvo) Sawatzky, talks about why creating an unforgettable and remarkable experience must be a top priority in a customer-facing organization.

Customer advocacy 52

Customer advocacy SaaS Customer Experience 52

AnswerConnect

AUGUST 11, 2020

Your local business is part of the community. When a customer enters your store, you know their name without having. Continue Reading → The post Important Mobile Phone Statistics for Local Businesses in 2020 appeared first on AnswerConnect Blog.

Answering services 52

Answering services 52

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

Maru Group

AUGUST 11, 2020

“It is that which we do know which is the great hindrance to our learning, not that which we do not know.”. ~ Claude Bernard. “I knew it, right from the beginning” Ever said that? I have, and I regret it now. When we jump to a conclusion early on in a research exercise it can feel so right that we can end up ignoring other evidence—information that might lead us to a different conclusion.

Real estate 52

Real estate Management Metrics Feedback 52

CSM Magazine

AUGUST 11, 2020

The North East’s largest housing association, Thirteen is transforming its facilities management (FM) services with new mobile workforce management technology supplied by Leeds-based BigChange. The system, which incorporates CRM, job scheduling, a customer portal, vehicle tracking and a mobile app, is helping to improve services, reduce costs and boost productivity.

CRM 52

CRM Enterprise Technology Management 52

inSided

AUGUST 11, 2020

Photography software leaders Shootproof expedited the launch of their new customer community on the inSided platform in efforts to provide their customer base with the best possible support during an uncertain year. But the Shootproof community is also an integral part of their product feedback and ideation process. In this episode of The inSide Scoop, we're talking to Shootproof's VP Customer Success James Scott to find out how they've made this happen.

Feedback 52

Feedback 52