Etech GS
AUGUST 9, 2019
Proactive customer service is about foreseeing client needs and meeting them before they have to ask. This type of service is also aimed at increasing retention rates while boosting performance. Unfortunately, many companies do not employ proactive strategies. Instead, they flounder with reactive services, which means that they are always behind the curve when it comes to customer satisfaction.
InGenius
AUGUST 9, 2019
Why Sales and Customer Service Go Better Together. Many businesses often make the mistake of assuming that sales and customer service are mutually exclusive departments that should operate separately from one another - but nothing could be further from the truth. Though the overall goal or focus for each department within the business is different - sales is largely responsible for bringing new customers in, whereas customer service largely focuses on tending to existing clientele - the two do s
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TeamSupport
AUGUST 9, 2019
Seeing a business grow in front of your eyes is exciting. You’ve got a product or service people love, and you’re getting new customers all the time. However, with this excitement often comes growing pains. Five customer support agents may no longer be enough, and it’s time to expand the team to double digits to meet the demand of tickets and phone calls.
ShepHyken
AUGUST 9, 2019
This week we feature an article by Yogesh Chabria who shares an article about how customers want to be wowed and how you can turn your customers into fans. I often get asked how I focus on customer satisfaction with everything else that is going on? The truth is that your business is built to serve customers hence customer satisfaction is one of your primary goals.
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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.
Beyond Philosophy
AUGUST 9, 2019
Are You Using the Right Measures? Measuring your progress for your Customer Experience strategy is an essential aspect to your program’s success. Not only will it show if your program is working to provide an excellent experience for your customers, but it also shows what customers really value, which can be an elusive thing to discover. In this episode of The Intuitive Customer, we discuss the importance of measuring Customer Experience correctly.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
ChurnZero
AUGUST 9, 2019
5 Common Mistakes Customer Success Managers Make When Managing Their Day (And How You Can Avoid Them). Think you could be getting more done? Don’t we all, but the saving time is money is especially true when you are in charge of managing your customer’s success, which ultimately drives renewal revenue. . Productivity and time management skills don’t come natural to everyone and that’s okay.
Integra
AUGUST 9, 2019
How can I keep client touch points high and man hours low? What a question! Dialers , scripting, reduced wrap-up, anything for just one more second of productivity. What if I told you that with voice broadcast you can eliminate the need to have live agents on certain queues all together? You can take back hours of time by replacing live queues with a voice broadcast.
Global Response
AUGUST 9, 2019
What Industries Can Benefit From Call Center Outsourcing? Call center outsourcing helps companies in many industries scale up their customer support capabilities fast, efficiently and cost-effectively so that they never miss a more. The post What Industries Can Benefit From Call Center Outsourcing? appeared first on Global Response.
Alorica
AUGUST 9, 2019
As consumers, we interact with artificial intelligence daily, likely without giving it much thought. Netflix recommends your next binge based on the show you watched last night. Amazon convinces you to buy three more items that align with your buying habits. And ride-share apps like Uber or Lyft analyze your location and connect you with a driver heading your direction.
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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
delighted
AUGUST 9, 2019
Testimonials have been used in marketing campaigns for decades. Rather than only using celebrities to create these testimonials, companies have learned that real faces and real people can also create a strong sense of trust with newcomers to their brand. Customer testimonials are so powerful that they can motivate even the most hesitant shoppers to buy.
Jon Arnold
AUGUST 9, 2019
I contribute occasionally to UK-based Enterprise Management 360 , and am on their roster of analysts. My latest piece was a Q&A I did with Mavenir , with a focus on security and fraud for wireless operators. This is problematic on many fronts, and having seen them talk about this at their recent analyst event, it turns out Mavenir is quite strong in this area.
Ameyo
AUGUST 9, 2019
Selecting the right Cloud Call Center technology is a tricky business because the quality of service that you offer would depend upon the software you are using in your organization. And with multiple vendors available in the market, it becomes a laborious task to decide on the right vendor that fits all your needs. For … How To Choose The Right Cloud Contact Center For Your Business Read More » The post How To Choose The Right Cloud Contact Center For Your Business appeared first on
Integra
AUGUST 9, 2019
¿Cómo puedo mantener los puntos de contacto del cliente altos y las horas hombre bajas? ¡Qué pregunta! Marcadores , scripts, tiempos de wrap-up reducidos, cualquier cosa por solo un segundo más de productividad. ¿Qué pasa si te digo que con voice broadcast puedes eliminar la necesidad de tener agentes en vivo? Puede recuperar horas de tiempo reemplazando las colas en vivo con una transmisión de voz.
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.
CallSource Insights
AUGUST 9, 2019
Be alerted of mishandled calls and missed appointment opportunities at your automotive dealership with DealSaver alerts. Despite your best efforts, there will always be calls that come into your dealership that result in no appointment set, or aren’t handled properly. If you aren’t keeping track of these types of calls, how can you ensure that you are working to overcome these issues in your phone processes?
CSM Magazine
AUGUST 9, 2019
When you apply for a business loan, it is so important that you take the right steps and that you give yourself the highest possible chance of success. Here are some tips to help you with that. Not Knowing Your Credit Score. One of the biggest factors when applying for credit is your credit score. You have to make sure that it is high, and you also need to make sure that you take into account the various factors that are listed on your account too.
ClearAction
AUGUST 9, 2019
3 Ways Marketing Creates Customer Experience Leadership Lynn Hunsaker. Marketing’s role in customer experience leadership can be powerful, especially if it’s managed holistically. Step back and think about what makes or breaks great experiences for yourself as a customer. For products or services you buy for more than $100 a month, pick one where you’ve switched brands, and answer this quiz: What was most instrumental to your decision to switch: deals or respect?
Education Services Group
AUGUST 9, 2019
From customer satisfaction to revenue, SaaS companies have many factors to worry about when it comes to keeping their business not only afloat, but also thriving. One such factor: What is your churn rate, and what can you do to decrease it? Reality check: these are critical questions, but they don’t have such a straightforward answer. In a perfect world, your churn rate is, well, perfect.
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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.
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