ClientSuccess

DECEMBER 23, 2019

If you’ve ever read any published content from the ClientSuccess team before, you know that we take the concept of customer success as an entire company goal very seriously. After all, your customers aren’t the responsibility of one department – they’re the reason your entire company is in business. This being said, customer sentiment and satisfaction are notoriously hard to measure across different departments and touch points in an organization. .

Customer Experience 78

Customer Experience SaaS Chatbots Accountability 78

SharpenCX

DECEMBER 23, 2019

If you don’t deliver good service, customers won’t trust you. Turns out, excellent service is the number one factor that impacts a consumer’s level of trust with your company. And, trust is as important to your company’s financial health as growth and profitability, according to Accenture. Providing a good experience for your customers isn’t about being perfect.

Contact Center 107

Contact Center Customer Service Coaching Contact center software 107

NobelBiz

DECEMBER 23, 2019

A new study reports Americans answering just 47% of calls as a result of declining trust in the ecosystem. With a growth of 108% in robocalls over 2019, it’s time to ask: what next? What do we do as an industry? How is your business going to keep up? The post With 54.6 Billion Scam Calls in 2019, Trust Is Going Down appeared first on NobelBiz®.

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ShepHyken

DECEMBER 23, 2019

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. Customer Service Pet Peeves That’ll Make Your Customers Cringe in 2020 by SmarterCX Team. (SmarterCX) We asked CX professionals for their biggest gripes and pet peeves when it comes to service, and here are 10 they listed as most likely to make customers cringe

Customer Service 250

Customer Service Coaching Customer Experience Marketing 250

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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.

ProProfs Blog

DECEMBER 23, 2019

If you were to answer a question, “What is that one thing that customers hate the most? . What would you say? Without a doubt, it would be struggling to find a solution to their problems. . Customers don’t want to go out of their comfort zone to solve their own problems. They like instant and effortless solutions. . So what can you do to provide a smooth and delightful experience to customers throughout their journey?

Customer centricity 144

Customer centricity Journey mapping Surveys Feedback 144

ChurnZero

DECEMBER 23, 2019

ChurnZero Security: Announcing SOC 2 Type 2 Compliance. . As a leading Customer Success software platform, we take the protection of our customers’ data very seriously. While this has traditionally meant putting great security systems in place and ensuring that we partner with industry leading service providers, we realize that some of you have a need for us to go beyond just giving you our word, so we went out and got independently certified.

SaaS 80

SaaS Technology Personalization 80

Totango

DECEMBER 23, 2019

Product update 22, 2019 Campaign . The holiday season is the best time of the year! It is full of celebration and also gives us an opportunity to reflect on the year behind us. Today we bring you some highlights from our year. . SuccessBLOCs and Spark. Most importantly, this year most of our customers started to leverage SuccessBLOCs and explore the immense value they provide.

Best practices 63

Best practices Management 63

Solvvy

DECEMBER 23, 2019

As we approach the beginning of a new decade (how did that happen so fast?), it’s an opportune time to reflect back on all the good things that happened to us in 2019. And a recent accomplishment stands out in what’s already been a fantastic year for Solvvy. Last quarter, Solvvy was named a Momentum Leader for Customer Self-Service by G2, and we’re delighted to announce that we’ve now been recognized as a leader a second time in a row !

Self service 62

Self service Technology Chatbots Best practices 62

HelpCrunch

DECEMBER 23, 2019

One of the greatest things about a good knowledge base is that it places you in a very proactive position.You do not wait for the customer to call you, write an email or raise a [ … ]. The post How to Build a Helpful Knowledge Base appeared first on HelpCrunch blog.

Customer Service 61

Customer Service 61

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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

LiveVox

DECEMBER 23, 2019

11 Tips for Converting Customer Complaints to Sales Opportunities Any salesperson worth their salt knows that all customer feedback is valuable—even and especially the negative type. Publicly responding to negative comments or taking the extra time to follow up after a poor survey rating can go miles for improving products and building your business’s public.

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Sales Surveys Feedback 53

HireIQ

DECEMBER 23, 2019

Voice analysis is a strong predictor of new-hire success, retention and CSAT performance. Providing a good customer service experience is more important than ever. One bad experience over the phone can lead to bad reviews, criticism on social media, and—the worst scenario—loss of business. Research from Accenture found that 68% of customers have switched providers because of bad customer service, which means that people are looking at their interactions with your brand even more than pricing in

Contact Center 52

Contact Center Morale Metrics Analytics 52

LiveVox

DECEMBER 23, 2019

WFO: 5 Trends Shaping Analytics and Business Intelligence Call center workforce optimization is top of mind for leaders in financial services and beyond. This is in part because of the robust advancements made to applications that can track literally everything. From tricked-out ticketing systems to agent call recordings there is nothing we can’t pin a.

Analytics 52

Analytics call center workforce Call Center 52

ChaseData

DECEMBER 23, 2019

How well is your current outbound calling software serving your center ? If yours is like most in operation today, you might answer that things are going just fine with your dialer - but is fine really good enough? If excellence is what you’re after, it might be time to think about overhauling your outbound calling software and switching to a new type of dialer to help you meet your goals.

call center software 52

call center software Call Center 52

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

Infinity

DECEMBER 23, 2019

Honoured, deeply privileged, and ecstatic were our first responses when we bagged the Holy Grail of interviewees. We are the only call tracking platform to be graced with the conversational company of the one, the only - Santa Claus. Father Christmas to his colleagues. He sees you when you’re sleeping, he knows when you’re awake, but for the next 5 minutes, he’s going to dish the dirt, or coal, on what to expect for Christmas 2019.

Analytics 52

Analytics Marketing Customer Service 52

bold360 Blog

DECEMBER 23, 2019

Subscribe via iTunes , Spotify and more. Robots have carried out manufacturing tasks for quite sometime — but robots on production lines usually require a high amount of inputs on the front end. Plus, once those inputs are created, the robots are “stuck” — throw off the temperature of the manufacturing floor, the orientation of an object, or any other small detail, and that robot has very little ability to respond.

B2B 52

B2B Engineering Technology Personalization 52

ClientSuccess

DECEMBER 23, 2019

If you’ve ever read any published content from the ClientSuccess team before, you know that we take the concept of customer success as an entire company goal very seriously. After all, your customers aren’t the responsibility of one department – they’re the reason your entire company is in business. This being said, customer sentiment and satisfaction are notoriously hard to measure across different departments and touch points in an organization. .

Customer Experience 69

Customer Experience SaaS Chatbots Accountability 69