Callminer

DECEMBER 13, 2019

Most business invest time, effort and scrutiny on the customer experience. However, its internal equivalent – the employee experience – receives far less attention than it deserves in many organizations. Although employees are not typically direct consumers of their company’s products and services, they affect its bottom line as creators of its offerings and market value.

Best practices 265

Best practices Employee engagement Surveys Technology 265

ChaseData

DECEMBER 13, 2019

In the modern day, most people have heard of the National Do Not Call Registry. This is a list that is kept on a national level of people across the United States who have asked that they not be contacted for telemarketing purposes.

Telemarketing 52

Telemarketing Call Center 52

ChurnZero

DECEMBER 13, 2019

Q&A: New Manager’s Guide for a Customer Success Strategy Implementation. As a new Customer Success leader in your organization, you must figure out how you’ll measure success, keep your team happy and engaged, and secure stakeholder buy-in to champion your strategy in the new year. But, if you try to build all elements of Customer Success at once, you’ll end up with a recipe for mediocre outcomes.

Coaching 72

Coaching Chief Customer Officer Education Accountability 72

Beyond Philosophy

DECEMBER 13, 2019

Why the Strength of Customer’s Emotion is Critical. Customers’ emotions are a critical part of Customer Experience. Our research shows that over 50 percent of a Customer Experience is about customer emotions. Furthermore, we know that emotion drives customer behavior. Having awareness of what emotions your experience evokes when and why is critical to your Customer Experience Outcome.

Customer emotions 236

Customer emotions Consulting Consulting Metrics 236

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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.

ShepHyken

DECEMBER 13, 2019

This week we feature an article by Darcy Alexander who shares a checklist to guide us through the process of selecting the best CX vendors for our customer experience initiatives. When embarking on a customer experience (CX) change initiative, there are few decisions more critical to success than selecting the right vendor. Get it right, and you give the initiative the very best chances for success.

APIs 254

APIs Enterprise Government Customer Experience 254

TRUSTID

DECEMBER 13, 2019

I recently came across a simple, yet powerful quote on how to stop fraud. In the article, “How to avoid holiday financial scams,” Tony Wolchasty of the AARP Pennsylvania Consumer Issues Task Force, said: “If you can spot a scam, you can stop a scam.”. It’s true. The first step to reducing fraud starts with awareness. Knowing the red flags and other suspicious activity is central to mitigating the risk of falling victim to the latest fraud tactics.

Banking 69

Banking Engineering Education Accountability 69

HelpCrunch

DECEMBER 13, 2019

Trying to find the best help desk software for your small business? Check these 5 equally great options. The post 5 Best Help Desk Software for Small Business in 2020 appeared first on HelpCrunch blog.

Customer Service 62

Customer Service 62

Integrity Solutions

DECEMBER 13, 2019

Sales organizations that are not only meeting but surpassing their annual goals are relentlessly focused on two core principles: purpose and values. Every sales leader is looking for that magic formula for sales success — the one that will lead to higher conversion rates, increased revenues and stronger customer loyalty. And in today’s digital world, technology is on the top of the list for many.

Sales 57

Sales Banking Metrics Technology 57

Nuance

DECEMBER 13, 2019

Unfortunately, conversational AI innovation isn’t a light-bulb moment. If it was, our jobs would be much easier. Instead, designing innovative AI technologies requires a massive amount of problem-solving, organization and collaboration between teams. It’s never a straightforward process, and it’s often time-consuming, but it can lead to great results.

Technology 52

Technology Enterprise 52

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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

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Integrity Solutions

DECEMBER 13, 2019

Sales organizations that are not only meeting but surpassing their annual goals are relentlessly focused on two core principles: purpose and values. Every sales leader is looking for that magic formula for sales success — the one that will lead to higher conversion rates, increased revenues and stronger customer loyalty. And in today’s digital world, technology is on the top of the list for many.

Sales 57

Sales Banking Metrics Technology 57

Serenova

DECEMBER 13, 2019

If you’re trying to elevate your customer service (and your customer service reputation) the trick is making changes that will generate the most impact. For instance, everyone hates the ear-cringing experience of hold “music,” but simply offering a better distraction while you keep customers waiting isn’t going to solve their real pain, which is that they’re not getting help.

Contact Center 53

Contact Center Customer Service Wait times Surveys 53

Talkdesk

DECEMBER 13, 2019

Modernizing its aging on-premises support system was the first and main entry point that brought YMCA of the USA to Talkdesk. Instead of going through high upgrade costs to maintain an outdated system, the leading nonprofit organization chose the reliability and flexibility of Talkdesk Enterprise Cloud Contact Center instead. YMCA of the USA supports 2,700 locations with approximately 20,000 fulltime staff and 600,000 volunteers who aim to empower a healthy and socially responsible lifestyle acr

Enterprise 14

Enterprise Call flow Cloud contact Contact Center 14

Influitive

DECEMBER 13, 2019

We are thrilled to announce the winners of the 2019 Best Advocate Marketing Awards (BAMMIES). The BAMMIES, now in their 6th year, was designed to recognize companies and individuals who have successfully used customer advocacy to turbocharge their marketing programs. This year, we had a record-setting number of submissions from amazing customer-centric brands.

Marketing 14

Marketing Customer advocacy Customer centricity 14

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

Stratifyd

DECEMBER 13, 2019

Chris Nelms, former EVP of Trust and Security for PrecisionLender brings industry leading experience to Stratifyd. Nelms will serve as Stratifyd's CISO to continue to build out all aspects of the company’s commitment to customer data protection, privacy, and information security. It’s not just about saying you’re secure, it’s about building trust and proving it through transparency.

Government 40

Government Education Technology Management 40