Totango

FEBRUARY 14, 2022

Do you know your love language ? According to Dr. Gary Chapman, every person has a primary love language in which they need to be spoken to in order to feel cared for and loved. The five love languages include: Receiving Gifts. Quality Time. Words of Affirmation. Physical Touch. Acts of Service. While Dr. Chapman’s original research on this topic was intended for use in romantic relationships, it has since been expanded to apply to any type of relationship – including between an organization and

Gamification 84

Gamification Education Enterprise Personalization 84

ShepHyken

FEBRUARY 14, 2022

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. Are You Asking the Right Customer Experience Questions? by Janelle Estes. (CMSWire) Today’s top companies rely heavily on human insight to guide their strategies and offerings.

Customer Service 307

Customer Service Surveys Customer Experience Accountability 307

Myra Golden Media

FEBRUARY 14, 2022

Is every other customer demanding, “Get me a manager?” Do you find your customers more intense ? Are your employees burning out or quitting? It’s not just you. Everyone is seeing this change. I just read this quote from the New York Times. “The meanness of the public has forced many public-facing industries to rethink what used to be an article of faith: that the customer is always right.

Customer Service 227

Customer Service Management Customer Experience 227

Eptica

FEBRUARY 14, 2022

Date: Monday, February 14, 2022 Author: Pauline Ashenden - Demand Generation Manager 5 factors that are driving the need for better digital customer experience. Published on: February 14, 2022. Author: Pauline Ashenden - Demand Generation Manager The pandemic has fast-tracked digital into every aspect of our lives, meaning companies that aren’t reshaping their CX approach are going to get left behind.

Customer Experience 133

Customer Experience Best practices Self service Marketing 133

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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.

TechSee

FEBRUARY 14, 2022

The next generation of wireless technology – 5G – promises to impact our lives by delivering a network that is 100 times faster than smartphone cellular connections and ten times faster than the speediest home broadband service. But beyond speed, the evolution to 5G technology is expected to provide the reliable infrastructure necessary for a wider range of critical apps such as healthcare and the IoT.

Technology 109

Technology Wireless Self service Telecommunications 109

Nuance

FEBRUARY 14, 2022

A recent HIMSS research report revealed that 98% of clinicians say they’ve experienced feelings of burnout, with 88% unsurprisingly agreeing that the COVID-19 pandemic has significantly exacerbated the issue. It’s been an immensely challenging time for professionals across the healthcare sector—especially those on the frontlines. Staff shortages and unprecedented levels of demand have created some [.

Healthcare 92

Healthcare 92

Outsource Consultants

FEBRUARY 14, 2022

Speed dating allows people to compare many options quickly, so we gathered some “suitors” to do the same with call center locations. Each country has its charms, but we hope that you find your perfect match! United States. How do your friends describe you in one word? Reliable. With a world-class communications infrastructure and a culture of outstanding customer service, I remain a dependable option for both inbound and outbound call centers.

outsourcing 67

outsourcing Contact Center Call Center Government 67

NobelBiz

FEBRUARY 14, 2022

The technology of call queuing is central piece to inbound contact centers. When dialing a queuing phone system, customers often receive a welcome message and an IVR menu before being sent to a queue, where they hear hold music and position announcements until an agent becomes available. In call queues, the typical distribution method is first in, first out.

Interactive Voice Response 52

Interactive Voice Response call center software Contact Center Call Center 52

Nicereply

FEBRUARY 14, 2022

We are glad to see you moving forward. Y ou improve the customer experience, make your customers’ lives easier and keep loyal customers satisfied. Nicereply is awarding outstanding support teams in 3 different categories: Customer Satisfaction (CSAT) , Customer Loyalty (NPS), and Effortless Experience (CES). Additionally, there are two honorable awards for the biggest growth and most ratings in each category.

Customer Experience 52

Customer Experience Customer Service 52

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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

NobelBiz

FEBRUARY 14, 2022

To properly manage your teams and fulfill your customers and business objectives, you must monitor many KPIs. However, with the volume of calls and data generated on a daily basis in contact centers, managers and supervisors frequently feel overwhelmed. The metrics that are appropriate for your organization will serve as your compass. A compass that provides your managers and supervisors with direct visibility into your data, and particularly into your team’s performance.

Metrics 52

Metrics Management Average Handle Time Contact Center 52

Genroe

FEBRUARY 14, 2022

Marketers dream of having people promote their brand for free, and having your social media pages filled with glowing reviews and brand mentions from avid fans. With the power of advocacy marketing, this dream can become a reality. Advocacy marketing is the process of making customers (or employees, partners, investors, etc.) happy so you can […].

Brand ambassadors 52

Brand ambassadors B2B Marketing Feedback 52

LiveVox

FEBRUARY 14, 2022

If you’re thinking of either implementing an IVR service for your contact center for the first time or looking to switch from your current provider, there are several factors to consider when deciding which company to go with. Although each IVR service provider may offer the same options and not seem very different from each other, it’s important to take a deeper look into other factors that can ultimately affect your company’s bottom line.

Interactive Voice Response 52

Interactive Voice Response Contact Center 52

Spearline

FEBRUARY 14, 2022

Listen to our latest webinar where you will hear how a Spearline Service Delivery and Customer Engagement Manager: Offers valuable insights based on industry standards and best practices. Provides regular reports and analyses to help you to identify issues and trends over time. Liaises with your internal and external stakeholders, and carriers, in order to flag issues and remedy them.

Management 52

Management Telecommunications industry standards Best practices 52

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

inSided

FEBRUARY 14, 2022

Welcome to another week of Burn the Churn ! This week, we’re continuing to work on the core by exploring how community allows your customers to engage with your product and your brand on their own terms. The result? A stronger, healthier relationship and less churn. Let's go! ?? (Not signed up for the challenge yet? Join here.) Last week, we talked about data.

Metrics 52

Metrics 52

CSM Magazine

FEBRUARY 14, 2022

When it comes to career choices, people have to consider a range of factors in order to find the ideal career for them. Of course, your qualifications and skills are a vital part of your decision. In addition, you have to consider things such as your interests, personality, and even confidence levels in order to determine what sort of job and career you should go for.

Customer Service 52

Customer Service Personalization 52

Unymira

FEBRUARY 14, 2022

I'm excited to announce the winners of our recent open poll on the top CX Experts for 2022. I've even had the pleasure of working with several such as Jeff and Leslie and meeting others at events like ICMI and CCW such as Nate and Brad.

Customer Service 52

Customer Service Customer Experience 52

DMG Consulting

FEBRUARY 14, 2022

AI is Transforming Contact Centers. Artificial intelligence (AI) is awe-inspiring, and while these technologies are in their early days, they have already demonstrated their ability to function as a change agent in contact centers, customer service departments, customer experience (CX) functions and sales organizations. Artificial intelligence, particularly when combined with automation and analytics, has the potential to fuel the generational leap necessary to transform today’s service and sale

Contact Center 48

Contact Center Employee engagement Self service Consulting 48

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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

Voiptime

FEBRUARY 14, 2022

Take a look at what you need to say in order to pass the gatekeeper and your responses will soar.

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DMG Consulting

FEBRUARY 14, 2022

DMG Consulting Releases New Report on The State of Artificial Intelligence in Contact Centers. MEDIA ALERT. Driving a new era in the servicing sector. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services. What: Releases a Special Report on The State of Artificial Intelligence in Contact Centers .

Consulting 48

Consulting Consulting Contact Center Virtual Agent 48

SmartKarrot

FEBRUARY 14, 2022

As a customer success manager, you spend a lot of time in customer meetings, sales calls, and product meetings. A CSM needs to be a great communicator to engage with external and internal stakeholders. You need to connect with your customers and explain products in detail. All this communication requires one skill- active listening. Customers and other stakeholders need to listen to the CSM to know more about the company, product, pricing, and features.

Construction 10

Construction Feedback SaaS Personalization 10

JivoChat

FEBRUARY 14, 2022

In such a competitive market as the digital one, learning how to increase ecommerce conversion rate, to turn leads into customers, is a big challenge many companies face, from different sectors. . Several factors can influence online sales, starting from being seen by your target audience. Different from physical stores, with an ecommerce store you may have competitors from all around the world, all of them wanting to conquer space in the same market.

Sales 52

Sales Marketing Personalization Advertising 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

SmartKarrot

FEBRUARY 14, 2022

Role: Customer Success Director Location: Remote, United States Organization: Astound Commerce As a Customer Success Director, you will create and maintain strong client relationships at the stakeholder level in order to build long-term and growing accounts. Ability to identify opportunities to upsell or cross-sell the full range of Astound’s services and solutions.

Upselling 3

Upselling Accountability Best practices Sales 3

SmartKarrot

FEBRUARY 14, 2022

As a CCO (Chief Customer Officer), your job curtails satisfying your customers’ needs. But, what about the internal customers, i.e., your peers, including CEOs (Chief Executive Officer) and CFOs (Chief Financial Officer). Your job is to ensure that the leadership team, including the CEOs (Chief Executive Officer) and CFOs (Chief Financial Officer), is united.

Chief Customer Officer 10

Chief Customer Officer Morale B2B Customer centricity 10