Edify
JANUARY 25, 2021
Humans and AI will work together to make things great for customers. Excellence in customer experience (CX) has always depended upon the personal touch — creating an interaction for users which feels individualized and highly responsive to their needs, while efficiently satisfying and resolving those needs to leave them feeling great.
ShepHyken
JANUARY 25, 2021
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. “I Wish the CEO Would Try and Open This F@#!* Package” by Chip Bell. (Real Leaders) The title of this story is a line we use at my house when a product or service is unusually challenging.
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HGS
JANUARY 25, 2021
Ready to modernize your contact center? Assess trends with care. ‘Tis the season for contact center trends, predictions, and “must-watch” lists. Many analyst firms provide reports that explain and prioritize the relevance or importance of these trends, but one of the most succinct summaries to put contact center trends into perspective is the Gartner Hype Cycle.
Customer Service Life
JANUARY 25, 2021
Image by Andrzej Rembowski from Pixabay. In a household with three elementary age boys, it may not come as a surprise that we’re inundated with Legos. In fact, I’m pretty sure I could build an addition onto my house just using Legos. My wife, however, threw me a curveball this year when she asked for a Lego set for Christmas. But not just any Lego set.
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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.
TELUS International
JANUARY 25, 2021
Do you know how to provide great customer experiences to the 'everything customer'? Find out how to satisfy the next generation of consumers.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Russel Lolacher
JANUARY 25, 2021
Are you taking the necessary approach to build customer trust? . “It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.” – Warren Buffett. Trust is essential in any good and great relationship. The reason – it’s considered in every aspect of it, that includes the relationship your organization has with its customers.
Ansafone
JANUARY 25, 2021
Successful businesses have found they need to adapt to the digital lifestyle that their customers are embracing. One of the ways that companies can do this is by ensuring they have an effective online presence. For a business to appropriately interact with their online customers, live chat is one of the fastest ways to communicate … Live Chat as the New Standard for Customer Service Read More ».
Inbenta
JANUARY 25, 2021
Any friction in a customer’s journey can make or break customers’ loyalty and have an impact on potential revenue. Luckily, technology keeps on adapting to help deliver tools that can make customer experience (CX) a truly seamless experience for companies and consumers. So what are the trends that will shape CX in 2021 that organizations need to know in order to win customers’ business?
Nuance
JANUARY 25, 2021
Go-lives are notoriously large undertakings that require extensive planning to ensure new technology doesn’t cause lengthy disruptions while users acclimate to a new EHR. Virtual go-lives are no different; in fact, they require additional considerations for support teams to be aligned and effective, whether help comes in-person or from afar. I sat down with Jodie [.
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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
Ambs Call Center
JANUARY 25, 2021
“But I DID call! It’s your fault, not mine, that you didn’t get the message.”. Maybe they did call, maybe they didn’t, but either way you, as a manager, have a problem on your hands.
Talkdesk
JANUARY 25, 2021
The post The 5 Stages of Building a Resilient Healthcare Contact Center appeared first on Talkdesk.
ClientSuccess
JANUARY 25, 2021
For most customer success departments, the internal department you work closest with and most often is definitely sales. And, for as much as you work to make customer success an organization-wide effort, your department leaders and/or executives are most likely the ones spearheading this initiative, leaving CSMs themselves free to deal with customer-focused tasks.
LiveVox
JANUARY 25, 2021
Contact center managers typically live and die by their metrics, keeping an eagle eye on numbers like customer satisfaction scores and first call resolution rate. One metric that doesn’t get nearly as much attention, though (and wrongfully so) is agent satisfaction. It’s no secret that your agents are your front-line representatives in dealing with your […].
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.
OctopusTech
JANUARY 25, 2021
The past year has brought about so many changes for every industry. While some have suffered, others have learned to pivot and adapt to survive and even thrive during this pandemic. The BPO industry is one such industry that was able to leave behind archaic thoughts about remote working and accept it completely to function during the times of lockdown across the globe.
Talkdesk
JANUARY 25, 2021
Talkdesk helps accelerate return to normalcy with new Small Business Lending and Vaccine Administration solutions. With the specter of 2020 in the rearview mirror, humanity collectively aches for a return to normalcy in this new year. We yearn to start our lives again. Start our businesses again. Start our hopes and dreams again. But while we can begin to see the light at the end of the tunnel, huge challenges remain.
Ann Michaels and Associates
JANUARY 25, 2021
Last December, a Facebook social media post by an unhappy customer triggered anger among employees. Lidl in Tavistock, Devon had an alleged incident that the company is now investigating. This may be a situation where r eputat ion management went a bit too far. Customer Service & Social Media. Plymouth Live broke the story about a customer shopping, minding her own business in a Lidl Grocery Store, when suddenly she was asked to step in the back.
NobelBiz
JANUARY 25, 2021
Today, KPIs are no longer consulted discreetly by the experts of the contact centers. They are now more shared than ever and are real tools for motivation and involvement for success that can finally measure the fruits of their labor. Here are the most prominent ones in Customer Service. The post 7 Key Performance Indicators for Excellent Customer service appeared first on NobelBiz®.
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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.
ViiBE Blog
JANUARY 25, 2021
When looking for a best in class AR remote assistance tool, industry leaders turn to ViiBE’s video call Zendesk integration. ViiBE’s Zendesk video call plugin has a proven track record of drastically boosting customer satisfaction and operational KPIs. Further, the exceptional performance of ViiBE’s integration makes it the first choice AR remote assistance tool for companies such as Decathlon and Allianz Partners.
NobelBiz
JANUARY 25, 2021
Measuring your contact center performance is the first cornerstone of your outbound campaign. In order to build an efficient and satisfying customer relationship with your customers, Choosing key performance indicators adapted to your customer service activity is a crucial element to your success. To help you see more clearly, here are the most prominent Key Performance Indicators for Customer Service: 1.
inSided
JANUARY 25, 2021
[Amsterdam, Netherlands – January 26, 2021] InSided, the Customer Success community platform , has welcomed two new board members and added two key roles to its leadership team in preparation for expansion in 2021. The leader in Customer Success technology strengthened its board of directors with the addition of Alan Facey, as well as Erik Aeyelts Averink who will serve as the Chairman of the Board.
CSM Magazine
JANUARY 25, 2021
Customer relationship management is getting more important day by day. As competition in the markets increases with rapid globalization and lower entry barriers, it is becoming increasingly crucial for businesses to ensure that their relationship with every customer remains well-oiled. In such a situation, what is the one thing that companies can focus on to nurture great customer relationships?
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!
Nuance
JANUARY 25, 2021
Go-lives are notoriously large undertakings that require extensive planning to ensure new technology doesn’t cause lengthy disruptions while users acclimate to a new EHR. Virtual go-lives are no different; in fact, they require additional considerations for support teams to be aligned and effective, whether help comes in-person or from afar. I sat down with Jodie [.
CSM Magazine
JANUARY 25, 2021
If you’re looking for a way for your brand to cut through the clutter of today’s media landscape, you’re not alone. The average person is exposed to around 1,700 banner ads per month, but sees only half of them, and while there is an absence of official figures, it is estimated that consumers now encounter between 6,000 and 10,000 advertising messages a day.
Hello Customer
JANUARY 25, 2021
Digital transformation accelerated in many companies over the past year. Physical customer interactions have been reduced to almost 0. Companies increasingly have to service their customers via digital channels. As a service company, this can be challenging. How do you know if you still reach your customers? And does the digital experience meet your customer’s needs?
CSM Magazine
JANUARY 25, 2021
Marketing is a crucial part of a Business degree. It is also a rapidly changing field of knowledge, especially when we talk about digital strategies. Every day, people invent new tools, conduct new behavioral studies, and implement new strategies. That’s why it is important to always improve and study more. This list of excellent marketing courses will help one to start their education in this field, learn a particular skill, expand their knowledge, or get an industry-recognized certification.
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
TCN
JANUARY 25, 2021
Speech recognition technology has come a long way. Gone are the dark ages of call. The post A Beginner’s Guide to Speech Analytics appeared first on TCN.
SmartKarrot
JANUARY 25, 2021
Role: Director of Customer Success Location: Frisco, TX, US Organization: Redwood Software As a Director of Customer Success, you will contribute to continual improvements to the best practices for engagement, value-add, and renewal to meet long-term customer satisfaction and renewal goals. Build, maintain and leverage strong relationships with Business Decision Makers (BDMs) and IT Decision Makers (ITDMs) within each customer to influence solution adoption, create strong support for new opportu
Lumoa
JANUARY 25, 2021
In this article, we take a look at rating scales — what they are, how you can use them, and some of their advantages and disadvantages when conducting customer surveys. What is a Rating Scale? A rating scale is a closed-end survey question that is used to evaluate how survey responders feel about a particular product or statement. Responders are typically asked to choose from a range of options — which are scaled between two extremes— like Excellent to Terrible.
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