Fonolo

JANUARY 19, 2021

The difference between a ‘ call-back ’ and a ‘ virtual queue ’ is subtle in definition but significant in outcomes. Many contact center managers have been distraught to find that what they needed was a call-back, but what they got was a virtual queue. 5 Amazing Reasons to Add Virtual Queuing to Your Contact Center. Fonolo has been the call-back specialist for over a decade, so we know a thing or two about what makes a call-back different from a virtual queue.

Abandon rate 147

Abandon rate Airlines Contact Center Interactive Voice Response 147

CCNG

JANUARY 19, 2021

In a recent CCNG event, I spoke about the trends that I’m seeing globally in call centres. Many of the trends that my co-presenters spoke about are convergent (many people are moving to the same approach), the main example of that being the acceleration of cloud and home working driven by reactions to Covid-19. This acceleration of trends will continue through 2021 What’s happening at the agent level?

Call Center 195

Call Center CCNG Contact Center Feedback 195

Contact Center Pipeline

JANUARY 19, 2021

About a year ago, I tried something that we would all agree now was a bit foolish: predict what the 2020 contact center would look like. Before the COVID-19 pandemic sent agents home on a massive scale, before economic disruption reinforced the need for consistent, digitally enabled customer experiences (CX), I outlined several ongoing trends […].

Contact Center 227

Contact Center Customer Experience Chatbots Call Center 227

ShepHyken

JANUARY 19, 2021

5-Star CX of the Future. Concierge-Like Experiences Using Smarter Technology. Shep Hyken interviews Mahesh Ram, founding CEO of Solvvy. They discuss how next-generation chatbots and automation technology allow brands to deliver concierge-like experiences for consumers. Top Takeaways: Companies and brands are connecting in new and different ways. The companies that will win are one’s that can deliver consistent, on-brand experiences in every channel, 24-7, because that’s what consumers demand.

Chatbots 196

Chatbots Self service Technology Personalization 196

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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.

CX Global Media

JANUARY 19, 2021

How character development compliments CX strategy is one of the most important aspects we review from numerous and diverse sets of perspectives at CX Global. Read more. The post How Character Development Compliments CX appeared first on Customer Experience Strategy and Tactics.

Customer Experience 156

Customer Experience 156

GetFeedback

JANUARY 19, 2021

Identify customer touchpoints, map out a complete customer journey, and optimize the customer experience. Guides

Customer Experience 174

Customer Experience 174

Strikedeck

JANUARY 19, 2021

Vincent Manlapaz, in an interview with Harpreet Oberoi shares his thoughts on why organizations should keep their laser focus on meeting and achieving customers' desired outcomes. The post The Path to Sustainable and Reliable Business Partnerships first appeared on Strikedeck | Customer Success Platform.

Customer advocacy 92

Customer advocacy SaaS Customer Experience 92

CSM Practice

JANUARY 19, 2021

Organizations are made up of various divisions and industries that work hand in hand to accomplish one objective. Different beats of the heart still maintain a harmonious rhythm. No organization succeeds in having departments work independently from one another. There’s what we call a method, a loop called processes where everything is connected and can’t operate if it’s one.

Marketing 90

Marketing Customer centricity Accountability Customer Experience 90

ClientSuccess

JANUARY 19, 2021

If you’re like most modern customer success team leaders, you already have some sort of platform in place to help optimize and streamline your internal processes while keeping things straight with customers. Whether you’re using a generic CRM tool or a customer success-specific solution to manage your customer interactions, it’s helpful to map out exactly how your platform will impact each stage of the customer journey.

Accountability 69

Accountability CRM Sales Management 69

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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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Nicereply

JANUARY 19, 2021

If your churn and retention rates are staying the same or worsen for individuals who go through your onboarding process, you’ve got a problem. User onboarding makes for healthier, happier customers and more informed product teams. In fact, with a practical, well-oiled onboarding program, companies can see 4x higher growth and profitability : You can use user onboarding to improve customer experiences in several different ways.

Metrics 69

Metrics Journey mapping Analytics Customer Experience 69

ConvergeOne

JANUARY 19, 2021

In the previous installment of this blog series , we shared seven cybersecurity tips to prepare your organization for 2021. This blog post includes seven more tips to help protect your organization from cyber-attacks. Cyber Tip 8: Attackers gain a foothold of your information by investigating your habits, actions, favorite things, and the names of your family and friends.

Finance 89

Finance Banking Accountability Personalization 89

Jon Arnold

JANUARY 19, 2021

We’re on a roll lately at BCStrategies , this being our third podcast over the past few weeks. I hope you caught the last two - 2020 highlights, and our look-ahead for 2021. They’re easy to find on our portal, as is our current podcast - best practices for video meetings. Every vendor has a video story now, but that doesn’t mean it has to be all video, all the time.

Best practices 59

Best practices 59

GetFeedback

JANUARY 19, 2021

Simplifying CX YouTube series episode on building a robust CX technology stack.

Technology 78

Technology 78

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

Education Services Group

JANUARY 19, 2021

At ESG, we’ve gone all-in on the future of Customer Success. Our Customer Success as a Service ® model means that it’s our job to understand all the industry’s challenges, and then develop and perfect the strategies and philosophies that empower CS organizations to face those challenges head-on. Part of our work is collecting data that will enable CS leaders to succeed as the industry evolves.

Finance 52

Finance SaaS Benchmark Surveys 52

Expivia

JANUARY 19, 2021

You guys may think I am crazy, but I think I found the technology that will be changing the customer service and customer experience industry to levels we have never thought of. Currently, we are using call center technology to either gauge the CX (CSAT, NPS, Sentiment.) or we are trying to make interactions shorter, more cost-effective, or easier for the customer.

Technology 52

Technology Customer Experience Brand ambassadors Chatbots 52

C Space

JANUARY 19, 2021

Christopher Nurko, Global Chief Innovation Officer, has been named as a Global LGBTQ+ Role Model by INvolve. Interbrand Group are proud to announce that Christopher Nurko, Global Chief Innovation Officer, has been named as a Global LGBTQ+ Role Model by INvolve, the global network and consultancy championing diversity and inclusion in business. Tweet.

Consulting 52

Consulting Consulting Finance Marketing 52

CSM Magazine

JANUARY 19, 2021

Recall the last time you stood in an aisle in your local supermarket, looking at the humungous variety of products in front of you. But was there a moment where you went straight to a product without even looking at the others? Perhaps a brand you’ve been using for years? That’s exactly what customer loyalty is about – providing consumers with a product that directly solves their problems, makes life easier and even provides surprise benefits every now and then.

Finance 52

Finance Feedback Marketing Personalization 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

TCN

JANUARY 19, 2021

A new year brings new beginnings for your call center. Have you found that your. The post 4 Signs You’re Not Getting the Most Out of Your Call Center Solutions Software appeared first on TCN.

call center solutions 52

call center solutions Call Center call center software 52

inSided

JANUARY 19, 2021

[Amsterdam, Netherlands - January 19, 2021] Today, inSided and Skilljar announced the launch of an integration bridging inSided’s Customer Success Community Platform and Skilljar’s Customer Education Platform. The integration streamlines the exchange of Community, Customer Success, and educational content. Moreover, it supports further development of a comprehensive Customer Education ecosystem for B2B SaaS and subscription-based companies.

Education 52

Education B2B SaaS 52

Injixo

JANUARY 19, 2021

Let’s face it. Adherence tracking gets a bad rap. For companies that value their culture and employees, it may appear to undermine employee trust. No one wants to be “watched,” especially not the superstars on your frontline. But is it possible to have a culture of trust and still measure schedule adherence? Yes, and here’s how.

Schedule adherence 52

Schedule adherence Management 52

Topdown

JANUARY 19, 2021

Loyalty is one of those concepts that’s as old as time itself really. Loyalty, as a trait, has played a major role in much of history, from betrayed loyalty, to misguided loyalty, to heroic loyalty that saves the day. In business, although loyalty may not take on such as epic importance, it does play a very important (some may even say the most important) role in building customer relationships.

Customer Experience 48

Customer Experience 48

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

Contact Center

Zappix

JANUARY 19, 2021

The Zappix COVID-19 Vaccination Scheduling and Education solution is designed to help stop the spread of the pandemic with modern digital communication. Healthcare providers can now book vaccinations, manage.

Education 40

Education Healthcare Management 40

Chip Bell

JANUARY 19, 2021

It is a question I get a lot from customer service leaders. They are convinced there is a missed tactic that, if implemented, would have the C-suite camping out in the contact center and inviting customers to board meetings. When I outline a number of possible approaches—translate CS yardsticks into the metrics of the bottom line, provide concrete links between customer affinity and the ROI, find ways to bring the voice of the customer into the conversations in the boardroom–they usually t

Customer centricity 40

Customer centricity Finance Consulting Consulting 40

SmartKarrot

JANUARY 19, 2021

The success of your company is directly proportional to how thoroughly your customers are satisfied with you. The satisfaction score of a customer is a critical determinant that portrays how far-fetched their loyalty will go on. While it is said that sales is the engine that is the driver of your business, customer satisfaction is the one that acts as fuel.

SaaS 19

SaaS Engineering Feedback Customer retention 19

Outsource Consultants

JANUARY 19, 2021

The call center outsourcing industry has always had to buck a few assumptions, whether it be the quality of service provided or the benefits it can deliver. But, the global success of call center outsourcing services, and the emerging economies it helps support, seems to be proof enough. However, there are still myths about outsourcing – despite evidence to the contrary – that we want to put to bed right now.

outsourcing 98

outsourcing Call Center call center workforce Technical Support 98

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

Contact Center

SmartKarrot

JANUARY 19, 2021

For any new business owner or entrepreneur, success is very important. There are some yardsticks across which it is measured. One of them is how much customers need to success, buy the product or service, and continue using it. To achieve this, it is necessary to get an understanding of how customers behave, the market, demographics, selling factors, and most importantly buyer needs and persona.

SaaS 10

SaaS Customer centricity Customer retention Marketing 10

aircall

JANUARY 19, 2021

A cloud-based phone system and other software programs give your SMB the tools to create a truly autonomous workplace. . For the sake of clarity, let’s break down the meaning of the word autonomy. The prefix auto means self. The root word nomos has a Greek origin that means law. The Merriam-Webster dictionary puts them together and defines autonomy as “the quality or state of being self-governing” or “self-directing freedom.” .

voip 62

voip Interactive Voice Response Sales Government 62

SmartKarrot

JANUARY 19, 2021

Role: VP of Customer Success – SaaS Location: San Diego, CA Organization: Optello As a VP of Customer Success, you will be providing executive-level leadership and operational management for internal/external initiatives through cross-functional partnerships with the entire CS division including onboarding, professional services, support, retention marketing, training and CS operations which directly impact overall customer success and drive customer retention and revenue growth.

Accountability 10

Accountability SaaS Coaching Best practices 10