Fonolo

MAY 20, 2021

We’ve all heard that dreaded phrase before: “I’d like to speak to your supervisor.”. It’s easy to feel nervous after hearing that — nobody wants to deal with angry customers! An escalation request also often means that a customer feels dissatisfied with your service, which can feel discouraging. But, you don’t need to be afraid of escalations. In fact, it’s an opportunity for agents to improve their skills and for a company to learn where they can improve their operations.

Contact Center 148

Contact Center Call Center Management Customer Service 148

CCNG

MAY 20, 2021

As consumers today, we greatly appreciate when we have a great chatbot or voicebot experience. With so many poorly built chatbots – that don’t understand us, or don’t give us the information we are looking for and cause frustration – many customers are surprised when a chatbot resolves their inquiry quickly and efficiently. What exactly makes that chatbot experience great?

Chatbots 195

Chatbots CCNG Contact Center Technology 195

Contact Center Pipeline

MAY 20, 2021

At the beginning of the COVID-19 pandemic, the work-at-home model was hyped as the best approach for the contact center industry. Our research results from early in the process of quarantine indicated that when employees initially transitioned to working from home, they favored the arrangement—and indeed, there was an overall increase in performance.

Contact Center 147

Contact Center Call Center 147

HelpCrunch

MAY 20, 2021

In the world of SaaS, there is always an ongoing checklist of the things to do, strategies to implement, and customers to guide. In light of this, a SaaS business owner should realize that a [ … ]. The post A Comprehensive Guide to SaaS Customer Success appeared first on HelpCrunch blog.

SaaS 118

SaaS 118

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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.

Nextiva

MAY 20, 2021

Customer experience marketing is the strategic shift in driving usage and adoption of your product or service to fulfill your customer needs. It involves exceeding customer expectations throughout the entire customer journey. Think back to the last time you had a memorable customer experience. Did they go above and beyond to solve a problem? Perhaps, […].

Marketing 100

Marketing Customer Experience 100

Nicereply

MAY 20, 2021

“By measuring customer feedback, we gain solid data on how we are doing and where we can improve.” Blueberry Markets is a global forex broker headquartered in Sydney, Australia with operations teams based in the Philippines and India. They provide platforms for trading currencies, commodities, share CFDs, and cryptos. Their goal is to become the go-to partner of beginner traders who wish to earn from the markets, as well as advanced traders looking for a reliable broker.

Metrics 98

Metrics Marketing Feedback Surveys 98

GetFeedback

MAY 20, 2021

PUMA revamped their digital customer journey with GetFeedback to improve their online experience and increase revenue. Learn how you can implement GetFeedback today!

Feedback 88

Feedback 88

Nuance

MAY 20, 2021

More than 1 billion people worldwide are affected by some form of disability or impairment – in fact, 80% of disability is invisibile. And though the world runs on digital services, they often aren’t built or optimized with accessibility in mind, which means websites, applications, and tools underserve a considerable part of the global population. [.

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ChurnZero

MAY 20, 2021

When you build a Customer Success organization from the ground up, it’s easy to get caught in the trap of doing the wrong things well. In the early stages of your Customer Success team’s journey, where you have little organizational oversight or guidance and the amount of work outnumbers the people to do it, just figuring out the right things to focus on can be a paralyzing challenge – not to mention doing those things right.

Chief Customer Officer 90

Chief Customer Officer Accountability Journey mapping Customer advocacy 90

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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

Surveys

Help Scout

MAY 20, 2021

Marketing is often focused heavily (or even solely) on generating new leads and customers, but it’s important not to overlook your existing customers when creating your marketing strategies. Lincoln Murphy sums up the value that existing customers offer to growing SaaS companies: “The majority of the revenue from your relationship with a customer happens post-sale.

SaaS 77

SaaS Marketing Sales 77

Guru

MAY 20, 2021

Gather round and hear the story of the time out-of-office auto-replies were invented. Basically, some folks at Microsoft found that they were unable to stop responding to emails while they were on vacation, and thus the OOO was born. But the dirty truth is that some of us (OK, a lot of us) not only respond to email while we’re on vacation, but we actively stay on top of Slack and other communication channels as well.

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Interactions

MAY 20, 2021

With travel restrictions decreasing and consumers feeling more comfortable leaving their homes, this summer will see a rebound in traffic after a year-long hibernation. Hotels, airlines, and tourist destinations are currently preparing for this resurgence– without actually knowing the volume that it will bring. . According to new research by Zapwater Communications , 65% of Americans are looking forward to traveling again, both internationally and domestically.

Best practices 62

Best practices Airlines Average Handle Time Wait times 62

FluentStream

MAY 20, 2021

Communications reporting is one of the most useful benefits provided by cloud-hosted phone systems. If your current system doesn’t provide advanced reporting, you should get one that does. If you do have a system like FluentStream that provides advanced reporting, Read More. The post Better Communications Reporting Can Help Every Business appeared first on FluentStream.

voip 59

voip 59

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

Concentrix

MAY 20, 2021

Register to join us for the webinar on June 16. The post Citizen and Customer Engagement with Amazon Connect appeared first on Concentrix.

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ConvergeOne

MAY 20, 2021

The continuing evolution of ransomware attacks requires innovative, protective solutions. Dell has led the protection of the data center with the Cyber Recovery solution, which is the only solution certified by Sheltered Harbor. It implements a digital air-gap solution that provides a dedicated replica isolated from the production environment. The isolation limits risks associated with remote threats identifying, accessing, and corrupting the backup data.

Engineering 77

Engineering Management 77

CSM Magazine

MAY 20, 2021

Customer experience covers every stage of the consumer process – from discovery right through to purchase and then retention. Focusing on that penultimate step, purchasing, is important, as it’s when customers will choose to open their wallets: Forbes estimates that 86% of consumers are willing to pay more if their experience has been positive.

Big data 52

Big data Customer retention Feedback Marketing 52

Call Experts

MAY 20, 2021

Business process outsourcing is a method of subcontracting various business-related operations to third-party vendors. . What is business process outsourcing? When a business contracts a third party to perform several services related to back and front office operations. BPO is deemed “offshore outsourcing” if the contract is sent to another country with political stability, lower labor costs, and tax savings.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing Outbound sales 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

MAY 20, 2021

Can patient portals improve your clinic’s overall performance? We look at the pros and cons below. Picture this: You have a new patient come in for a consultation. As the health care provider, you try to find out a patient’s medical history through a series of questions. It takes a while to get to the bottom of things in order to see the bigger picture and recommend an appropriate remedy.

Healthcare 52

Healthcare Wait times Consulting Consulting 52

Hello Customer

MAY 20, 2021

When talking to organisations about what we do, the answer we’re getting is: ‘oh we already have surveys’, or ‘we are already doing NPS’. But when asked what the results of those are, the answer is less clear and outspoken. Companies are better at soliciting feedback than using it. When asked about the challenges they face with their programmes, we see the following come back: 1) After doing NPS for X years, we see the engagement of employees drop.

Feedback 52

Feedback Surveys Metrics Customer Experience 52

CSM Magazine

MAY 20, 2021

eDesk and CitizenMe reveal vast majority of UK and US ecommerce customers speak to retailers when an issue arises, offering a chance at redemption – but how businesses manage the problem determines their fate when it comes to reviews and feedback. Online shopping increased drastically over the past year as people stayed home, which has led ecommerce customer service specialist eDesk to update its Reviews and Feedback tool accordingly.

Feedback 52

Feedback Customer Care Surveys Customer Service 52

Noble Systems

MAY 20, 2021

The Evolution of Speech Technologies and the Influence on CX. A Conversation with Chris Hodges & Ellwood Neuer. Part 1: The Evolution and Acceptance of Speech Technologies. Speech Technologies are entering the mainstream, from IVR to Analytics, with an explosion in the adoption rate over the last year. The global IVR market alone is expected to grow by USD 2.5+ billion in the next four years.

Technology 52

Technology Interactive Voice Response Engineering Contact Center 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

CSM Magazine

MAY 20, 2021

In a perfect world, businesses would sell their products and services quickly and easily and always encounter only positive-minded customers who are beforehand ready to make a purchase. Unfortunately, that’s not the world that we live in. Thus, on your path, you will encounter all sorts of customers, including those that might leave you frustrated, empty, and even angry.

Construction 52

Construction Personalization Feedback 52

ViiBE Blog

MAY 20, 2021

Remote visual support and AR are two vastly emerging technology redefining customer service and the traditional approach to customer support, with a predicted 1.9 billion active monthly users by 2022. Many such solutions have so far been welcomed on the market, all with functions enabling support teams to provide customers with quick issue identification and tailored personal assistance, while increasing customer service teams’ performances.

Transportation 52

Transportation First call resolution Average Handle Time Technical Support 52

A Better Answer

MAY 20, 2021

The first impression a student or parent has of your school should be an exceptional one — not an endless ringtone with no answer on the other end.

Answering services 52

Answering services Education 52

ConvergeOne

MAY 20, 2021

The continuing evolution of ransomware attacks requires innovative, protective solutions. Dell has led the protection of the data center with the Cyber Recovery solution, which is the only solution certified by Sheltered Harbor. It implements a digital air-gap solution that provides a dedicated replica isolated from the production environment. The isolation limits risks associated with remote threats identifying, accessing, and corrupting the backup data.

Engineering 40

Engineering Management 40

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

NobelBiz

MAY 20, 2021

Fred Stacey is one of the most influential voices in the Call Center space, and his culminating experience is helping organizations grow and improve every day. In this talk, he'll be sharing his thoughts and insights regarding the tech shift during the pandemic. The post VIDEO: Setting an Objective Before Integrating AI Solutions appeared first on NobelBiz®.

Call Center 40

Call Center 40

Brad Cleveland Blog

MAY 20, 2021

Customer experience is both far bigger—and much smaller—than many realize. In other words, customer experience is more than the product itself. It’s more than customer service. It’s more than your technology platform. It’s all-encompassing. It’s big. But it’s also the last interaction a customer had. Despite all of your effort—all of your processes, your work on products—just one interaction can … The post Customer experience is both far bigger—and much smaller first appeared on Brad Cleve

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Customer Experience Technology Customer Service Contact Center 32

NobelBiz

MAY 20, 2021

Fred Stacey is one of the most influential voices in the Call Center space, and his culminating experience is helping organizations grow and improve every day. In this talk, he'll be sharing his thoughts and insights regarding the tech shift during the pandemic. The post VIDEO: What AI Should and Shouldn’t Do appeared first on NobelBiz®.

Call Center 40

Call Center 40