CSM Magazine
SEPTEMBER 1, 2022
Never has speed been more important to your customers—and to people in general—than it is today. Technology has fueled the frenzy, putting access to information and people at our fingertips and doing so at speeds that continue to increase. In a nutshell: We want what we want—and we want it now! We have no patience with processes—both internal and external—that move slowly.
Beyond Philosophy
SEPTEMBER 1, 2022
We’ve all had experiences where we can anticipate what’s coming. So, today we are going to talk about intuition. But you knew that already, didn’t you? Intuition might be more valued in business than analysis. Many of us want a quick answer we can trust from somebody who would know. Some proponents of intuition suggest that we should rely on our intuition more, that our guts are very wise, and that our lizard brain is very well attuned to what’s happening.
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Fonolo
SEPTEMBER 1, 2022
It’s simple: If you can’t engage and retain employees, you’ll have trouble satisfying customers, too. Company culture consultant Stan Slap puts it this way: “If you can’t sell it inside, you can’t sell it outside.”. Of course, call centers are notorious for high turnover rates. But if you’re a call center leader, it’s your job to combat that damaging trend.
Netomi
SEPTEMBER 1, 2022
Back-to-school, Christmas, or simply refreshing one’s home decor for the changing season. Whatever the occasion, the holiday shopping season is fast-approaching, and for some, already underway. Yet, this season is a bit different from those of the past. For one, consumer habits have evolved since the pandemic- nearly 40% have switched brands or retailers during the pandemic, and more than 80% have new shopping behaviors, such as adopting “buy online and pickup in-store” services.
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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.
Totango
SEPTEMBER 1, 2022
Why Your QBR SaaS Model Needs an AI Makeover. Quarterly business reviews (QBRs)[LINK] have become a standard practice for software providers, but today’s QBR SaaS model is rapidly transforming. The traditional fixed quarterly review is being replaced by real-time performance monitoring and artificial intelligence data analysis, enabling you to stay engaged with clients between scheduled reviews.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
kommunicate
SEPTEMBER 1, 2022
Last Updated on September 2, 2022 There are few things that come close to the chaos of running an E-commerce business. There are countless tasks that one must complete within a tight timeline if customer satisfaction and loyalty are to be upheld. At the same time, an E-commerce business owner cannot spend their whole life [.]. The post Top 10 Most Powerful Shopify Automation Tools for Ecommerce appeared first on Kommunicate Blog.
Helpware
SEPTEMBER 1, 2022
It might seem like a sound strategy: let social media do its thing to promote your business and assume that your hard-won reputation will remain intact. In reality, this could not be further from the truth. In today's cultural climate, social media can be a brand's best friend and, in equal measure, its biggest enemy.
Outsource Consultants
SEPTEMBER 1, 2022
Labor day is a time to show appreciation for all the hardworking staff in or contracted by your company. One often overlooked group, contact center representatives, definitely deserves some love this year. Agents handled so many phone inquiries while people were isolated due to the COVID-19 pandemic and kept customers up-to-date on supply chain disruptions over the past year.
Concentrix
SEPTEMBER 1, 2022
Leverage customer and brand loyalty to collect customer feedback for higher customer retention metrics and a better brand experience. The post Loyalty Voices: Boost Customer Retention Metrics appeared first on Concentrix.
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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
Nicereply
SEPTEMBER 1, 2022
Every business reaches a point when the main task become to build customer loyalty. But before it all, first comes a great customer experience. Today’s business leaders know that customer loyalty is important. Loyal customers not only keep giving you more business, but by advocating for your brand, they also bring in new customers without costing you anything.
Concentrix
SEPTEMBER 1, 2022
Leverage customer and brand loyalty to collect customer feedback for higher customer retention metrics and a better brand experience. The post Loyalty Voices: Boost Customer Retention Metrics appeared first on Concentrix.
Method:CRM
SEPTEMBER 1, 2022
Did you know — Customers are five times more likely to stop buying from a company due to perceived indifference than bad experiences? This highlights that it isn’t enough to provide a so-so customer experience. To retain customers, you need to know how to enhance customer experience. But how can you provide a positive customer experience? Read on for a complete guide on the top ways to improve customer experience.
LiveVox
SEPTEMBER 1, 2022
Interactive voice response (IVR) customer service can be a great way to improve your customers’ experience. By using an automated menu system, you can help customers get the information or help they need quickly and easily. However, there are a few things you can do to make sure your IVR customer service is providing the […]. The post IVR Customer Service: 7 Tips to Improve Your Customers’ Experience appeared first on LiveVox.
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!
CSM Magazine
SEPTEMBER 1, 2022
Leaders are now at an unprecedented inflection point where Employee Experience (EX) has become equally as critical as Customer Experience (CX) to the success of the organization. Conversations about the future of work, employee engagement and empowerment have been propelled to the forefront of customer service strategies. Leaders across the ecosystem are emphasizing the importance of technology to overcome these challenges.
Call Experts
SEPTEMBER 1, 2022
An automated phone answering system can create time and money for your business by answering phone calls automatically and presenting callers with options immediately. Being known as the company offering the best support will boost your customer retention rates. . Increasing customer retention rates by just 5% can increase profits by between 25% and 95%.
inSided
SEPTEMBER 1, 2022
Welcome to the second post of our Pulse 2022 blog series! (AKA the Pulse cheat sheet of your dreams.) First, we covered why community needs a seat at the table. Now, Tiffany Oda, Director of Community Operations at Venafi, shares her perspective on the alliance and shared goals between Community and CS Ops.
Selmo
SEPTEMBER 1, 2022
The most basic definition of a service level is: a measurable number of services provided to a customer within a given time period. Read more in this article.
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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.
Back Office Centers
SEPTEMBER 1, 2022
Most organizations use marketing strategies catered to specific customers, which has the biggest impact. Companies may leverage information from several sources to create useful contact lists via data mining, with a particular focus on how it might affect marketing. As the name implies, data mining is gathering and analyzing large amounts of data from several sources to create meaningful data that can be utilized for business intelligence.
Knowmax
SEPTEMBER 1, 2022
The post 5 Tips To Create Best Chat Support Scripts appeared first on Knowmax.
Brad Cleveland Blog
SEPTEMBER 1, 2022
Customer advocacy means building a culture where, ideally, everyone in every role is advocating for customers. So here’s the definition I use for customer advocacy. And you’ll see, there are two parts to it: Customer advocacy consists of 1) the actions you take … Continue reading → The post Refocus on Customer Advocacy? appeared first on Brad Cleveland.
SmartKarrot
SEPTEMBER 1, 2022
For many early-stage start-ups, landing their first enterprise client is the holy grail. It is a sign of development, showing that the business has effectively transitioned from an R&D organization dependent on venture capital to an autonomous, long-lasting enterprise. . The contract negotiation is the last of several challenges you must clear up, including introductions, calls, meetings, follow-up emails, and demonstrations.
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
Babelforce
SEPTEMBER 1, 2022
If you’re thinking about a career change, you might want to consider becoming a software developer. It’s been a booming section of the employment market for years, and, far from leveling out, the competition to hire developers and engineers is increasing. In the USA, for example, the median salary for software developers was over $110,000 by 2020. By 2026, there is predicted to be a shortfall of over one million deveblopers in that nation alone.
AWS Machine Learning
SEPTEMBER 1, 2022
Bias detection in data and model outcomes is a fundamental requirement for building responsible artificial intelligence (AI) and machine learning (ML) models. Unfortunately, detecting bias isn’t an easy task for the vast majority of practitioners due to the large number of ways in which it can be measured and different factors that can contribute to a biased outcome.
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