Inbenta

JUNE 9, 2021

Summary: What Is a Reactive Chatbot? So Then, What Is a Proactive Chatbot? Why is proactive support important? Benefits of Proactive Chatbots. Proactive Chatbot Best Practices – When and How to Use Them. Is There Any Disadvantage to Implementing a Proactive Chatbot? Chatbots are the quintessence of automated information systems. They provide answers, they perform transactions, they cut waiting times, and help increase customer satisfaction.

Chatbots 52

Chatbots Best practices Metrics Wait times 52

ShepHyken

JUNE 9, 2021

Everybody has angry customers. Some customers are angry because they have a complaint. Some are just having a bad day. Whatever the reason, you must know how to handle angry customers. In our customer service training workshops , we provide a number of tactics to manage these difficult customer situations. Before I get into the specifics, remember that when angry customers have their problems managed appropriately, they can become your best customers.

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Customer Service Management Personalization 367

Myra Golden Media

JUNE 9, 2021

GET MORE IDEAS LIKE THIS. Now you can give your employees even more great skills for delivering the best customer experience and for handling difficult customer situations. Sign up for my email list and learn specific tips, approaches, and phrases to help your employees help your customers.

Customer Service 317

Customer Service Customer Experience 317

Callminer

JUNE 9, 2021

Quality assurance does more than ensure regulatory compliance, it helps contact centers deliver the best outcomes for customers. Read our blog for tips on optimizing QA practices.

Contact Center 290

Contact Center 290

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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.

Contact Center Pipeline

JUNE 9, 2021

The sudden shift from on-premise to work-from-home (WFH) last year was an eye-opening experience for contact centers and employees alike. Understandably, there were some early stumbles among companies that had no previous remote-work model in place and those that had not transitioned to cloud platforms. Overall, though, companies reported seeing the benefits of having a […].

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Contact Center Technology Call Center 279

Uniphore

JUNE 9, 2021

Out with the old, in with the new! With the COVID-19 pandemic forcing rapid digital transformation and the complexity of customer interactions on the rise, most companies recognize the need for new approaches. In the contact center, the leading driver of improvements has been automation. In fact, 65 percent of executives in a 2020 survey cited automation as a catalyst for modernizing legacy business practices.

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Contact Center Enterprise Education Metrics 98

VirtualPBX

JUNE 9, 2021

Today’s guest post was provided by Lucas Campbell, a digital marketing manager with experience in that position from traditional and remote office locations. The world has witnessed a historic shift in the past year because of the nature and scope of the job market thanks to the COVID 19 pandemic. The future of remote work has revealed itself in a short span of time, in a difficult situation for many.

Marketing 98

Marketing Surveys Management Personalization 98

Enghouse Interactive

JUNE 9, 2021

Today’s Privacy Regulations and Data Deprecation Requirements Diminish your Data Collection and Use Options. What to do? . According to Accenture (1) , 75% of customers have identified that they are more likely to engage with organizations that: address them by name, uses insight from their purchase history to better engage with them, and provides product or service recommendations reflective of their purchase history. .

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Contact Center Self service Chatbots CRM 97

DMG Consulting

JUNE 9, 2021

Question: How should remote agents move from new hire training to a contact center team? Answer: Since there is no easy way to implement a traditional (on-site) transition team for remote agents, this process needs to be recreated virtually. A transition team is where an agent is assigned to a small interim group that helps facilitate the progression from training to a permanent team.

Contact Center 75

Contact Center Consulting Consulting 75

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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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Voiptime

JUNE 9, 2021

The indicator of success or failure in an outbound campaign is a growing bank account of the company. If sales and leads are soaring, it is because of a prepared and conscious marketing strategy. This article describes useful tips about the outbound campaign that you don’t know. But we’ll start from the beginning.

Banking 75

Banking Accountability Sales Marketing 75

aircall

JUNE 9, 2021

Multiple studies, articles, and experts highlight the importance of delivering excellent customer service. But rarely do they discuss the concrete steps to achieving it. Choosing the most effective customer service channels is a good way to start. One challenge? Customer expectations are higher than ever before: 54% of customers have higher expectations in 2021 than they did in 2020. 90% of customers decide whether or not they will do business with you based on the quality of your customer servi

Customer Service 62

Customer Service Multichannel Self service Customer Support 62

NICE inContact

JUNE 9, 2021

By now, contact center leaders are well aware of the impact great CX has on customer loyalty. Providing satisfying customer service experiences can build strong relationships that lead to lower churn and can turn happy customers into brand advocates. Taking care of customers is as important as ever these days because their expectations are increasing, and loyalty can be fleeting.

Contact Center 62

Contact Center Coaching Customer Service Management 62

Concentrix

JUNE 9, 2021

CX executives from 3 leading brands discuss some innovative ways they're using feedback, and the results they're seeing. The post Customer Feedback: 4 Fresh Practices for Unlocking Employee Potential appeared first on Concentrix.

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Feedback 62

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

Playvox

JUNE 9, 2021

Let’s face it. Spreadsheets were made to manage numbers, not to manage people. For scheduling and managing the complexities of a high-demand agent workforce, spreadsheets do not cut it. In fact, they can be a detriment to the effective operations of your contact center.

Management 66

Management Contact Center 66

Jon Arnold

JUNE 9, 2021

Voice has long been one of my core focus areas as an analyst, and while it’s easy to take for granted, the technologies behind it have evolved substantially over the years. There’s still a lot of telephony-centric thinking about voice, and while that remains a valid connection, with today’s technologies, voice has become so much more. I explored that recently with colleague Chris Fine in our History of Telephony micro-course with PulveREDU , but there are many tangents that need their own track.

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Technology voip 65

TMP Direct

JUNE 9, 2021

Consumers are placing more value on health and wellness these days, and the definition of health and wellness has evolved. The phrase now refers to a more holistic state of being, where one’s mental, physical and emotional health are in sync. Looking great, feeling good and sleeping well are the new luxuries that consumers want to enjoy and flaunt. Today’s customers want to be healthy and happy, no matter who they are.

Technology 52

Technology Personalization Marketing 52

JivoChat

JUNE 9, 2021

Today’s world of digital marketing is robust and diverse. This means marketers have all kinds of resources at their fingertips and can connect with customers and manage relationships on a variety of channels. From powerfully-built CRMs to drive home sales to project management software that keeps campaigns organized, the right tech can help get the job done.

Chatbots 52

Chatbots Marketing Upselling Surveys 52

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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

CSM Magazine

JUNE 9, 2021

Providing a good after sales service is vital for software companies. Making sure their customers are satisfied and all their problems are taken care of will help the company retain customers in the future. It can also encourage previous customers to come back and invest in software down the line. Providing a poor after sales service, not only looks bad for the business, but it can be detrimental to the company.

Sales 52

Sales Education Marketing Customer Service 52

LiveVox

JUNE 9, 2021

Most organizations now understand that to unlock the 99% of intelligence locked in their customer conversations, they need to leverage speech analytics. The technology has become a “must-have” solution for organizations looking to support robust compliance and risk mitigation strategies, improve agent performance, and strengthen customer experience and loyalty.

Analytics 52

Analytics Technology Customer Experience 52

Calltools

JUNE 9, 2021

Optimize your call center by monitoring and analyzing the right key performance indicators, or KPIs. These indicators help you assess the vital signs of your inbound call performance, but they can also work for your outbound campaigns. Explore the top inbound KPI metrics you should monitor to improve your operational efficiency. Importance of Inbound KPI Metrics.

Metrics 52

Metrics Abandon rate First call resolution Average Handle Time 52

CSM Magazine

JUNE 9, 2021

Whether you are expanding your business or starting a new one, hiring staff can be tricky and complicated. Knowing who you want and choosing the right person are two very different things, so it can be easy to make simple mistakes. The last thing you want is to spend ages hiring staff for them to not fit in well. So, how can you make the hiring process easier?

Advertising 52

Advertising Education Personalization Analytics 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

CustomerSuccessBox

JUNE 9, 2021

Over the period, we have seen customer success organizations evolving in multiple ways. And one of the ways in which we’ve seen it distributed is in the way it onboards the customers. The first one, where we have seen Customer Success organizations that have a customer onboarding specialist team and in the second one, we’ve seen Customer Success organizations that have customer success managers themselves responsible for onboarding customers.

SaaS 52

SaaS Management Upselling B2B 52

Brad Cleveland Blog

JUNE 9, 2021

An insurance company was eager to improve customer experience. They knew what was frustrating their customers, but customer satisfaction scores were stuck. They weren’t moving in the right direction. After speaking with their associates, I observed that everyone was being held responsible for customer experience at a general level, but it wasn’t clear how they were expected to support the … The post Clarifying customer experience responsibilities first appeared on Brad Clevelan

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SmartKarrot

JUNE 9, 2021

Data is a crucial aspect of customer success management as it provides analytics that allow you to retain customers, upsell to them, and more. You can integrate this data into your customer account journey to track sales activities and optimize the process. Being data driven is necessary for forming important business decisions and building a data-driven culture.

Customer retention 10

Customer retention Metrics Upselling Accountability 10

Brad Cleveland Blog

JUNE 9, 2021

An insurance company was eager to improve customer experience. They knew what was frustrating their customers, but customer satisfaction scores were stuck. They weren’t moving in the right direction. After speaking with their associates, I observed that everyone was being … Continue reading → The post Clarifying customer experience responsibilities appeared first on Brad Cleveland.

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Customer Experience Contact Center Call Center Customer Service 26

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

SmartKarrot

JUNE 9, 2021

Role: Vice President Customer Success / Care Location: New York, NY, US Organization: Expert Executive Recruiters As a Vice President of Customer Success, you will be leading, expanding, and mentoring the Customer Success function by setting the strategy and prioritizing Objectives and Key Results (OKRs); hiring, training, and developing a world-class team.

Upselling 10

Upselling Accountability Customer centricity Engineering 10

SharpenCX

JUNE 9, 2021

It’s been a long year for, well, everyone. Over a year ago, most companies took their businesses remote due to COVID-19, and many have stayed remote ever since. According to Upwork’s 2020 Future Workforce Pulse Report , approximately 1 in 4 Americans will continue to work remotely through 2021. And, about 36 million Americans will be fully remote by 2025.

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Management Contact Center Employee engagement Engineering 67