Strikedeck

SEPTEMBER 11, 2020

Jason Whitehead talks about what metrics and measures your customer success program needs to survive.

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Metrics Customer advocacy SaaS Customer Experience 52

ShepHyken

SEPTEMBER 11, 2020

This week we feature an article by Steven Van Belleghem , author, entrepreneur and international keynote speaker. He provides tips and insight on the future of your business and your customers’ expectations. This is a turning point. The world is at a turning point. Not just because of COVID-19. The pandemic merely accelerated a number of trends that were already emerging.

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Customer Experience Customer centricity Government Healthcare 319

Inbenta

SEPTEMBER 11, 2020

The “Future of Customer Service” podcast features interviews of Customer Support and Service leaders to understand how things work, best practices, and the future of support. Hear their perspective on challenges and opportunities. The podcast is specifically designed for Directors, Vice Presidents, CEOs, Support Leaders, Support Engineers and Chief Customer Officers.

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Chief Customer Officer Engineering Best practices Customer Support 98

Hero Digital

SEPTEMBER 11, 2020

It is with great excitement that Hero Digital announces the appointment of Iser Cukierman as Chief Financial Officer. Iser joins Hero from eMDs, a private equity-backed healthcare IT and services company, where he was the CFO. His career spans industries that include marketing automation, professional services, and healthcare IT. At Hero Digital, he will oversee the Finance team and report into CEO David Kilimnik. “Iser brings nearly three decades of experience leading financial operations

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Healthcare Finance Banking Marketing 86

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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.

Totango

SEPTEMBER 11, 2020

For any business, the question of how to meet the needs of the client is front and center. After all, as the old adage goes, “The customer is always right.” However, in a world where Customer Success teams often have dozens of accounts to care for, it can be challenging to fully understand the specific needs of individual client accounts and to find time to reach out to each client to meet those needs. .

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Upselling Enterprise Healthcare Metrics 81

Nuance

SEPTEMBER 11, 2020

There are several lessons to be learned from the COVID-19 pandemic—lessons like patience, creativity, resiliency, the value of slowing down. From a business perspective, we also have learned that some of us can do our work from anywhere. And as we consider the short-, medium-, and long-term effects of the pandemic on the global workforce, [.] The post Working better, faster, and smarter: conversational AI solutions for remote work appeared first on What’s next.

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Hello Customer

SEPTEMBER 11, 2020

For many companies, the customer service desk is the beating heart of customer interactions. No matter the industry you’re in, your customer service desk needs to be reliable, agile, and solution-driven. Still, it is often seen as a department that eats up money, rather than one that can boost profitability. But how exactly can you make your customer service desk more profitable?

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Customer Service Interactive Voice Response Wait times Chatbots 76

Cincom

SEPTEMBER 11, 2020

On September 13, 1988, a small but mighty team of writers were sitting around a table in a smoky boardroom in the basement of a building adjacent to Times Square (here’s a clip of me playing sax there), or at least that’s how I’m imagining it in my head. They were trying to figure out how to capture additional market share for a television show we now all affectionately (or not so affectionately) know as “ The Late Show with David Letterman ,” or the NBC version at the time, “ Late Night with Da

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Sales CRM Banking SaaS 69

Concentrix

SEPTEMBER 11, 2020

As we continue our efforts to keep you informed of the COVID-19 situation across the globe, a promising vaccine by the University of Oxford and AstraZeneca had a setback as one of its test subjects showed unexplained neurological effects. India continues to test its vaccine, Covaxin, and prepares for massive production. China has begun testing a new vaccine which is administered through a nasal spray.

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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

OctopusTech

SEPTEMBER 11, 2020

In the shipping and logistics zone, we usually came across a term NDR. Non-Delivery Report abbreviated as NDR is an acknowledgment of the delivery of the orders which could not be delivered. It also specifies the reason for non-delivery. The need for NDR occurs when a Customer Support team gets a complaint from the buyer. The complaints are basically about the non-delivery of an order from an E-commerce site.

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outsourcing Customer Support Call Center Customer Service 62

FreshGrade

SEPTEMBER 11, 2020

Remote, in-class, or both, it’s important that teachers have the tools and opportunities to assess what students are learning—and that students have the tools and opportunities to make their learning visible. Assessment practices might look a bit different than they did at the beginning of the last school year, but the goal of meaningful educational experiences stays the same.

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Education 59

ViiBE Blog

SEPTEMBER 11, 2020

The COVID-19 crisis has massively disrupted the retail sector making remote customer service and satisfaction increasingly essential to provide. Safety concerns have become one of the top challenges for companies to tackle. 70% of consumers have stated that their concern for hygiene and sanitation is heightened. Both customers and companies are adapting to find new ways to resolve after-sales issues and effectively collaborate from a distance.

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Customer Service Chatbots Self service Sales 52

Hero Digital

SEPTEMBER 11, 2020

In a survey conducted by Hero Digital in August 2020, only about half of patients reported feeling loyal to their current provider, with individuals who have relocated or changed jobs being more likely to switch. The pressures of money loss, reemployment, moving, and health concerns are motivating people to find new providers. This transition uncovers a potential audience of about 25 million who will be searching for a provider who can give them a seamless, integrated patient experience.

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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

ViiBE Blog

SEPTEMBER 11, 2020

The COVID-19 crisis has massively disrupted the retail sector making remote customer service and satisfaction increasingly essential to provide. Safety concerns have become one of the top challenges for companies to tackle. 70% of consumers have stated that their concern for hygiene and sanitation is heightened. Both customers and companies are adapting to find new ways to resolve after-sales issues and effectively collaborate from a distance.

Customer Service 52

Customer Service Chatbots Self service Sales 52

JivoChat

SEPTEMBER 11, 2020

So, you want to add a live chat button to your website? It’s not surprising: adding a chat button can improve your conversion rate by 40%. Chat buttons tell people that you’re available, eager to answer questions, and improve their experience. The speed and convenience of live chat makes it a great channel for both support and sales teams. It offers amazing insights and provides instant feedback that businesses can use to improve support and sales conversion rates.

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Sales Customer retention Accountability Feedback 52

AnswerConnect

SEPTEMBER 11, 2020

What does an answering service do? This is a frequent question. Answering services provide businesses with virtual receptionists. These agents. Continue Reading → The post What is an answering service? appeared first on AnswerConnect Blog.

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Answering services 52

Hero Digital

SEPTEMBER 11, 2020

It is with great excitement that Hero Digital LLC announces the appointment of Iser Cukierman as Chief Financial Officer. Iser joins Hero from eMDs, a private equity-backed healthcare IT and services company, where he was the CFO. His career spans industries that include marketing automation, professional services, and healthcare IT. At Hero Digital, he will oversee the Finance team and report into CEO David Kilimnik. “Iser brings nearly three decades of experience leading financial operat

Healthcare 52

Healthcare Finance Banking Marketing 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

AnswerConnect

SEPTEMBER 11, 2020

What does an answering service do? This is asked a lot. The simplified version is that answering services provide businesses. Continue Reading → The post What is an answering service? appeared first on AnswerConnect Blog.

Answering services 52

Answering services 52

Working Solutions

SEPTEMBER 11, 2020

Today more than ever before, a superior CX is the differentiator that separates great companies from all the others. But to achieve it, you have to make sure you’re using the customer care model that’s best suited for your business. Model #1: In-house staff. The most basic form of customer service involves building, training […].

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Skybridge

SEPTEMBER 11, 2020

Is Your Hyper Focus on Keeping Every Customer Causing You to Lose Your Best Customers. In a year marked by unwelcome surprises, economic uncertainty, and worry aplenty, the drive to retain every possible customer is understandable. But it may not be a particularly useful investment of your organization’s focus. In fact, it might just be undermining your ability to truly build on the customer base best suited to helping you grow.

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Maru Group

SEPTEMBER 11, 2020

“Will my teacher be nice?” “Who will I hang out with?” “Are my clothes okay?” The start of school is always fraught with uncertainty, but this year’s back to school time is unlike any other. With the start of this school year, there are lots of other questions, big questions: “Will my child be safe?” “Will the teacher really be able to keep the kids apart?

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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

Spearline

SEPTEMBER 11, 2020

With confirmed covid-19 cases now exceeding 27 million across the globe, Spearline continues to monitor its impact on global telecoms infrastructure. CHILE has experienced a weak connection rate performance with an average failure rate of 1.34%. However, the country's audio quality is performing well and at high levels reaching an average PESQ score of 4.0 recorded in the past four weeks.

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Provide Support

SEPTEMBER 11, 2020

The post Live Chat Features that Enhance Agents’ Performance appeared first on Provide Support Blog.

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Best practices Customer Service 70

Pipkins

SEPTEMBER 11, 2020

SUMMER 2020 ROUNDUP. When last we spoke, my family and I had come home from a road trip to Orlando, Florida to visit Disney World. The trip was a success, but when we returned home we found a world closed up and locked down as a result of the burgeoning pandemic. Since then, as humans do, we’ve learned to adapt. Leaving the house means we now remember our wallet, keys, phone… and masks!

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contact center solutions Call Center Customer Care outsourcing 69

Hello Customer

SEPTEMBER 11, 2020

For many companies, the customer service desk is the beating heart of customer interactions. No matter the industry you’re in, your customer service desk needs to be reliable, agile, and solution-driven. Still, it is often seen as a department that eats up money, rather than one that can boost profitability. But how exactly can you make your customer service desk more profitable?

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Customer Service Interactive Voice Response Wait times Chatbots 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

SmartKarrot

SEPTEMBER 11, 2020

For many SaaS companies, building a strong customer community has always been on the top of a to-do list. The task of establishing traction and creating an online customer community could be as overwhelming as it can get. But if you have a word with the top brands with an exceptional community build, they will tell you that this evolution is beautiful but wasn’t easy.

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JustCall

SEPTEMBER 11, 2020

Voice over Internet Protocol ( VoIP ) technology is disrupting the education domain. With the growing demand for online and distance learning courses, legacy telephones are failing to offer seamless communication across educational organizations. And VoIP seems the emerging winner. While 87% of students are using their mobile devices to look for online study programs.

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SmartKarrot

SEPTEMBER 11, 2020

SaaStr is the world’s largest community of SaaS founders and executives. They have conducted events annually since 2012. SaaStr 2020, however, has turned out to be different from all their previous events. SaaStr 2020 was cancelled because of the COVID-19 pandemic. Instead, they held a successful online event with more than 50,000 attendees. If you were not able to make this spectacular event, here are some highlights and key takeaways from SaaStr 2020. 1.

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