Mon.Mar 11, 2019

What Do Call Tracking and Digital Attribution Mean to My Practice?

CallSource Insights

As someone who’s main focus in their career is to change peoples’ lives by helping them to hear, terms like “digital attribution” and “call tracking” may not be in the forefront of your mind as an audiologist or other hearing professional at work.

10 SMS Survey Best Practices


SMS surveys — also known as text message surveys — are perfect for reaching those customers always on the go. They’re also great if you need to follow up on a phone call or an in-person interaction. Although I doubt you need more convincing, here are some stats on why you should use SMS as a customer feedback channel: SMS has a response rate that’s 7.5x greater than email. More than 50% of customers prefer contacting support through text messaging compared to other channels.

How to Improve Call Center Quality


Creating a More Pleasant Experience for Your Caller. Do you love your call center? Many people who work in today’s contact centers love their jobs.

5 Top Customer Service Articles for the Week of March 11, 2019


Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 5 Ways AI can Revolutionize Customer Experience by Vandita Grover.

Why Conversational AI Is Key to Customer Service in the Customer Experience Era

In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica white paper to learn how important conversational AI is to your CX strategy.

5 ways leaders can increase a culture of trust

Integrity Solutions

What are you doing every day to strengthen the culture of trust with your employees and customers? In our recent sales coaching research , 76% of the firms told us coaching is a critical driver of success.

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4 customer onboarding metrics that SaaS companies should measure!


Customer Onboarding Metrics help measure how efficient the onboarding process is and which parts need improvement. Different companies can measure different customer onboarding metrics as per requirements. Why customer onboarding metrics?

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Driving a culture of security at Liveops


A Q&A with Paul Leavens, Liveops’ Vice President of IT & Security. In a world plagued by increasing—and increasingly dangerous—threats, how do you safeguard your company, your customers and your own devices? Paul Leavens thinks about questions like these every day. For him, the answer isn’t found in the “shiny” new cybersecurity products, but in digital literacy, smart governance and other “common sense” tactics that are all-too-uncommon in 2019.

Create the Love…Talk to Your Customers

CSM Magazine

Why wouldn’t you love your customers? They’re keeping you in business. It’s up to you to set the stage for some powerful long-term successful relationships by simply… showing some love.

Preparing your support team for the future of customer service

TELUS International

People and Culture

Optimizing Customer Experience Data to Drive Business Success

Digital CX is an established practice. It’s time to focus on brick-and-mortar! This eBook covers the impact of CX on location-based businesses and best practices on how feedback is collected and data analytics are turned into insights that drive actionable improvements. Discover new ideas to fuel your business’s top and bottom line!

Best Call Forwarding Service for Business


So you’re looking for the best call forwarding service for your business. Since you found this post, you probably already have an idea of what you’re looking for – and what you’re trying to avoid. Maybe you've been charged premium pricing for a call forwarding service that doesn’t deliver. Maybe you've tried cheap alternatives that… The post Best Call Forwarding Service for Business appeared first on AVOXI. Other


Stop Ignoring the Impact AI Can Have on Your Business TODAY


With all the hype and promised potential of AI , how much of that will really come to life? And how will it impact our businesses? Will facial recognition play a part? Can phone or home assistants like Siri or Alexa become helpful office assistants or agents? Will “The Robots” take over completely by 2021, 2025, 2050? The potential of AI – more so, the reality of AI – becomes even more believable as we experience it ourselves. I recently upgraded my phone.

Revation to Discuss Managed Care at AMCP19

Revation Systems

Looking for more information about managed care pharmacy, and how advancements in technology are impacting the healthcare industry?

From Bills to Balances, Banking Customers Make Digital Part of their Lives


Money management is on our minds—it’s also on our phones, tablets, and laptops. Data from the latest Digital Experience Index from Verint ForeSee shows that banking customers* love the convenience. Banking CX Best Practices Financial Services Research & CX Data ROI of CX

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

Why is Evaluating a Crucial Part of Quality Assurance?


A good quality assurance program is built on evaluations. HR Management for CX Customer Experience CX Culture

#NoAgents: The Future of Customer Service in B2B Software


What’s that? No more customer service agents? Hang on—what are we saying exactly? Obviously we love our customer service reps, so we’re definitely not suggesting you get rid of them.

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Cloud Customer Experience – Why It’s a Good Move

Noble Systems

In recent years, many companies that are focused on improving customer experience have moved their contact center operations to the cloud. Why is that? And how can they be sure that the cloud contact center will accomplish what they set out to do? This blog will look at the top advantages of moving customer experience solutions to the cloud. According to a recent Aberdeen trends analysis, the adoption of cloud technologies rose each year between 2013 and 2018.

AI IRL Podcast Episode 10: Using New AI to Solve Old HR Problems

bold360 Blog

Subscribe via iTunes , Spotify and more. You may not think of your Human Resources department as a center of innovation but HR is using tools like AI to focus on how to develop people, acquire new talent, and other ways to better engage with employees.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

Landing Page vs Homepage: Must-know Pro Tips for B2B Success


To the average consumer a landing page and a homepage may seem like the same thing, but the only thing they have in common is that your prospects may visit them. during their B2B marketing journey with you. Besides that, the structure, use and location of a landing pages is massively different from a homepage.To […]. The post Landing Page vs Homepage: Must-know Pro Tips for B2B Success appeared first on Genroe. General PP: B2B Marketing

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De-scoping your contact center - what vendors won’t tell you


How many customer payment channels do you have today? Securing all of them to PCI DSS standards can sometimes prove tricky. SSL is good for online security, and Chip & Pin is ideal for face-to-face sales but what about transactions made over the phone to your contact center?

3 Quick Tips for Creating Great Player Experiences


With the rising cost of user acquisition, never has considering the full Player Experience been so critical to success.


How to Provide Seamless Customer Support With the Help of Technology

CSM Magazine

Imagine a world without technology. The ease and convenience we enjoy today would be a fantasy. Businesses are thriving and defiling geographical boundaries because of it. One area that has enjoyed enormous benefits of technology is customer service.

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

Marketing Week Live 2019: The key insights


What’s the latest buzz in marketing? What’s getting some marketers hot under the collar, and some pleasantly smug with their efforts? Sourcing the insights into marketing is key to consistent development and growth in business. But, where does one source such gold dust nuggets of wisdom?

How to Launch a Knowledge Management System (KMS)

CSM Magazine

Success in business today is becoming more dependent on a company’s ability to acquire, manage and utilize important information that is relative to their products, services, vendors, competitors, customers and potential customers.

Co-Sponsors the 2019 Dinagyang Music Festival in Iloilo


Dinagyang Music Festival 2019 was one to remember! Events


5 Tips to Help Improve Your Customer Support Writing Skills

CSM Magazine

Offering your customers the possible best experience is the defining aspect that makes your business. Simply put, if your customers are not happy with the service you are offering, they will take their business elsewhere.

How to Improve Customer Experience in an Era of Choice

Customer experience is quickly becoming the de facto differentiator between successful businesses and the ones that fail. Download this ebook to learn how some of the largest companies in the world are driving better customer experiences.

How Contact Center Downtime Affects Employee Performance


Do you know how contact center downtime affects employee performance in your organization? In today’s blog, we’re going to explore what happens to things like frontline engagement, productivity and trust when the contact center experiences an outage. It’s all part of ongoing series where we’re revealing the costly impact of downtime. You can learn more about the financial costs by reading last week’s blog.

Great Key Account Management Resources, Coaches and Training Programs to Consider If You Want to Up Your Game


It doesn’t matter if you’ve been a key account manager for a decade or two or are new on the job; everyone can improve. Improving your key account management game and taking it to the next level means that you are up to date with the latest trends in Customer Success or Account Management, and you’re trying new strategies and approaches for your key accounts to see what works and what doesn’t.

Why Daylight Savings Time has me thinking of documentation productivity


Like everyone this past weekend, I switched my clocks ahead for Daylight Savings Time, which, if you didn’t know, started in the early 1900s to conserve energy. For me, this got me thinking about gaining an hour of time during the day, but also losing an hour of sleep.