ShepHyken
OCTOBER 25, 2021
Each week I read many 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. What Kind of CX Do Customers Really Want? by Eric Krapf. (No Jitter) Many customers still prefer email and voice channels for customer service requests over chatbots.
Callminer
OCTOBER 25, 2021
The question should be, “does one company do that better or more powerfully than the competition?” For CallMiner, our solution, with a logical blend of AI and heuristics, is the best on the market.
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NICE inContact
OCTOBER 25, 2021
Would you ever get a retail or office space, hang a sign outside with your business's name on it… but then just leave it standing there, unstaffed for long periods of time? And the front door unlocked, no less?
Quality Contact Solutions
OCTOBER 25, 2021
By Marcia Jenkins, Senior Operations Manager According to the 2021 Membership Marketing Benchmark report, it has been a challenging year for association membership. Not since the Great Recession over a decade, ago have more associations reported that their membership has declined compared to those showing an increase. Increased Member Engagement Through Telemarketing Increases Renewals One key factor for year-over-year membership growth is a deliberate focus on engaging with members in various c
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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.
Kapta Customer Success
OCTOBER 25, 2021
The tools you choose to utilize will make or break your success. In the key account management world, all too often, we see that companies prefer to pair a customer relationship management platform with various software platforms to perform tasks and manage their clients. However, this only hurts your managers and their clients in the long run.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Comm100
OCTOBER 25, 2021
Amid the Covid-19 pandemic, maintaining high levels of student engagement appeared to be a losing battle for many institutions. Spring break 2020 heralded the most sudden of changes in the span of a few days, putting an end to traditional face-to-face tutoring and in-person events and activities, and heralding remote digital teaching and learning experiences.
Topdown
OCTOBER 25, 2021
One of the oldest sayings in insurance goes something like, “you don’t want it until you need it, and then it’s too late.” While the saying is a little bit of a sales-phrase, the core concept is pretty much spot-on and does a good job of illuminating the value that insurance policies provide to the holders. Consumers who have been through a claims process before know firsthand how valuable their insurance policy is.
pindrop
OCTOBER 25, 2021
There are many ways to complete call authentication, but the process typically involves using information (“factors”) from one or more of the following categories: Something you know , like the answer to security questions or passwords. Something you have , like a phone or a token in your possession. Something you are , like your voice or fingerprint that is unique to you.
CSM Magazine
OCTOBER 25, 2021
Over the past two decades, the evolution of help desk ticketing systems has been rapid. Here we explore some of the key features to look out for. Introduced initially to assist help desk professionals solve customer issues, they are now the backbone of multiple help desk teams across the globe. When evaluating help desk systems, be sure to look for the following. 10 Must-Have Features of a Great Help Desk Ticketing System.
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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
TCN
OCTOBER 25, 2021
The key to improving a contact center’s performance is improving agent performance. The question is, The post Voice Analytics: The Secret to Enhancing Agent Performance appeared first on TCN.
Provide Support
OCTOBER 25, 2021
The post How Digital Transformation Can Revolutionize Your Customer Service appeared first on Provide Support Blog.
FluentStream
OCTOBER 25, 2021
Every business knows that busy phones are a double-edged sword. Yes, more calls means more customers and, hopefully, higher profits. But too many calls can also be overwhelming, resulting in missed opportunities and frustrated customers who quickly become former customers. Read More. The post How to Write a Great Auto Attendant Script appeared first on FluentStream.
JivoChat
OCTOBER 25, 2021
As a business owner, you should always be looking for new ways to make more sales. To do this successfully, you don’t just need to know how to attract your ideal customers to your website, but you also need to work out how to turn these leads into sales. In this article, we’re going to outline the steps you can take to optimize your website and capture more leads.
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.
FluentStream
OCTOBER 25, 2021
Every business knows that busy phones are a double-edged sword. Yes, more calls means more customers and, hopefully, higher profits. But too many calls can also be overwhelming, resulting in missed opportunities and frustrated customers who quickly become former customers. Read More. The post How to Write a Great Auto Attendant Script appeared first on FluentStream.
Comm100
OCTOBER 25, 2021
Engaging with students is difficult in higher education. Engaging with international students is even more difficult. Besides potential language barriers, institutions also need to be sensitive to cultural differences and customs. Poor engagement can have a severe impact across the student experience – results, satisfaction, and even dropout rates.
inSided
OCTOBER 25, 2021
Our inSi-DED series is back! ?? Starting this week, you'll get to enjoy one hair-raising story daily. Leave the light on, check under your bed, or in this case, make sure the correct user permissions are enabled. ?? If you want to submit your own CS or community horror story, do so here. (And just like this contributor, you can choose to be completely anonymous!).
SmartKarrot
OCTOBER 25, 2021
Role: Director of Customer Success Location: Remote, United States Organization: SheerID As a Director of Customer Success, you will assess Customer Segmentation and make recommendations to ensure our customers’ success as well as the scalability of the customer success program at SheerID. Build the process of working with SheerID’s largest customers and partner with Sales in developing a roadmap for revenue growth and retention.
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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.
ProProfs Blog
OCTOBER 25, 2021
Ever wondered why some surveys succeed in getting the highest response rate while others often go unopened and unattended? No points for guessing the answer. While multiple factors impact the response rate, timing is one of the most important ones. Timing determines whether a survey sits in the inbox forever or manages to catch a customer’s attention.
SmartKarrot
OCTOBER 25, 2021
You might have come across the adage, ‘Customer is the King’, quite a number of times. There sure is a reason behind it. You have started your business for your customers and keeping them at the center of your business does make some sense. Though spotlighting customers is no new concept yet it still remains a highly underutilized content strategy for some of the brands.
Netomi
OCTOBER 25, 2021
Service desk platforms – also called agent desks – help companies enhance the customer experience, scale conversations across multiple channels and reduce customer service costs. Two of the most established ticket management software platforms – and often compared platforms, too – in this space are Zendesk vs Freshdesk. Both are used by hundreds of thousands of companies around the world.
Comm100
OCTOBER 25, 2021
Today’s customers expect digital communication channels from the businesses that they connect with. It’s well documented that millennials hate phone calls , and to meet the needs of these customers, businesses are undergoing digital transformation to remain competitive. Call centers are evolving to become contact centers in increasing numbers, supporting a wide variety of contact channels for customers.
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!
ClientSuccess
OCTOBER 25, 2021
For many SaaS vendor teams, the industry landscape has become so competitive over the last few years (and especially during the past 18 months) that every single customer interaction counts more than ever. Customers are churning over unforeseen circumstances, and CSMs are left wondering what went wrong. One of the best ways to proactively stay on top of unforeseen customer issues (including churn) is tracking leading indicators.
Comm100
OCTOBER 25, 2021
Today’s students have grown up as digital natives, surrounded by technology and accustomed to the experience it provides. It should come as no surprise therefore, to hear that higher education institutions are looking to offer a digital-first approach to improve student engagement and experience. The Covid-19 pandemic has pushed the need for digital transformation even further, and its effects are unlikely to abruptly end.
JivoChat
OCTOBER 25, 2021
Knowing how to build a site and set up an online store is just the first step in having a successful eCommerce business. Promoting the company is just as important. After all, it’s difficult to make a profit if no one notices your website. That’s why you should use digital marketing channels to let the world know about your eCommerce business. However, it can be daunting for business owners not familiar with digital marketing to choose suitable ones.
SmartKarrot
OCTOBER 25, 2021
You, as a startup, need growth and for growth you need funding. That is when the entire concept of pitch deck comes into play. When you have a winning pitch deck, it becomes a lot easier to convince your investors to give you a try and a plausible ladder to boost up your growth. In this post, we will delve into the top 10 winning pitch decks from SaaS unicorn startups and see what has made them seal the deal.
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
ProProfs Blog
OCTOBER 25, 2021
Today’s competitive business market is overflowing with top brands fighting neck to neck to stay on top. In such a scenario, you may not want your loyal customers to switch to your competitors. . But, no matter how hard you try, it isn’t easy to read your customer’s mind. Today they might purchase your product, but tomorrow they could abandon your brand.
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