ShepHyken
NOVEMBER 1, 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. Customer Service Is Free by Seth Godin. (Seth’s Blog) Customer service is expensive. But all of that expense–it’s the cheapest way to spread the word about what you do.
Totango
NOVEMBER 1, 2021
Building and leading a customer success team is no easy feat. From gaining the buy-in of other departments to training team members and earning customers’ trust, the role of a customer success leader can be as challenging as it is rewarding. Recently, Totango had the opportunity to speak with two rock star CS leaders to hear their stories and learn some of their tips and best practices.
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NICE inContact
NOVEMBER 1, 2021
Other contact centers are upgrading their technology to keep up with customer and competitive demands. To get a more macro view of technology investments, download the complimentary ContactBabel report, State of Contact Center Transformation in the New Digital World. Get started on your digital transformation today!
Joe Rawlinson
NOVEMBER 1, 2021
No one can deny the fact that marketing is essential when you want to promote your products or services. Companies can take different approaches to reach targeted customers using a variety of marketing strategies. Implementing an effective marketing strategy can help you boost your sales. If you do not want to waste your time and energy on useless marketing activities, this article highlights what marketing actually works today.
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Totango
NOVEMBER 1, 2021
Building and leading a customer success team is no easy feat. From gaining the buy-in of other departments to training team members and earning customers’ trust, the role of a customer success leader can be as challenging as it is rewarding. Recently, Totango had the opportunity to speak with two rock star CS leaders to hear their stories and learn some of their tips and best practices.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Edify
NOVEMBER 1, 2021
In the perfect scenario, there would be nothing at all between you and your customers. You’d sit directly across from one another and communicate with all your senses and emotions, experiencing no barriers or friction whatsoever.
Totango
NOVEMBER 1, 2021
Building and leading a customer success team is no easy feat. From gaining the buy-in of other departments to training team members and earning customers’ trust, the role of a customer success leader can be as challenging as it is rewarding. Recently, Totango had the opportunity to speak with two rock star CS leaders to hear their stories and learn some of their tips and best practices.
Jon Arnold
NOVEMBER 1, 2021
Only one public, bylined writeup for October, but there’s plenty else in the works. Nothing else to say on the writing roundup front, but if you follow my blog or newsletter, you’ll know I’ve been doing things with other forms of media as well. Return to Office Challenges - What Workers Want , No Jitter, Oct. 5.
LiveVox
NOVEMBER 1, 2021
Bias isn’t always a bad thing. It helps keep us safe, as with our subconscious bias against stepping out into traffic. It helps us make quick decisions and save time, like our bias toward what we like to eat for lunch. And it helps our brains form connections that serve us in areas of our […]. The post How To Reduce Bias in the Contact Center appeared first on Livevox.
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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
CSM Magazine
NOVEMBER 1, 2021
Just recently we have discussed the customer service for delivery companies , but what about furniture websites? Let’s talk about the main aspects of this kind of customer service. Why does your client need customer support? Increased loyalty. Nowadays, buyers are spoiled by the market and have many options. It is difficult to surprise them with anything extra.
TCN
NOVEMBER 1, 2021
Fall is often regarded as a time of reflection and correction. Regulation F has made. The post Success Through Call Center Software and Compliance appeared first on TCN.
CSM Magazine
NOVEMBER 1, 2021
A lawyer is an experienced legal expert who can provide valuable advice and counsel on a wide range of issues. They are trained to answer your questions, help you understand the law, and guide you through court proceedings. But they’re not just for people with problems, even if you don’t think you need one now, it never hurts to have a lawyer on retainer just in case something does happen!
DMG Consulting
NOVEMBER 1, 2021
Cloud-Based Contact Center Infrastructure Solutions Deliver on Their Promises. Cloud-based contact center infrastructure (CBCCI) vendors have hit their stride by giving enterprises what they want – the agility to meet the dynamic omni-channel needs of their customers on an inbound and outbound basis. The vendors are investing in and competing to come up with the most successful approach, be it an out-of-the-box solution, a programmable platform, or a combination of the best of both approaches.
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.
SmartKarrot
NOVEMBER 1, 2021
COVID-19 has shaken the B2B sector tremendously. Today we see a definite change in the way customer experience is perceived by businesses globally. The result of that is B2B sectors slowly but gradually moving towards conversational customer experience. As the quarantines worldwide end, it is time for us to ponder: What will be the new normal? How is it going to affect the customer experience in the post-COVID era?
Outsource Consultants
NOVEMBER 1, 2021
Want to be terrified? 96% of customers will leave you because of a bad experience with your brand. When things are going well with your customer-facing teams, this stat probably seems like fear-mongering. And that’s because customer experience is easy during easy times — but what about when things get hard? Like many leaders, you’ve probably realized you’re getting more inquiries than you can handle, and you’re looking for contact center strategies to deploy as demand spikes.
Uniphore
NOVEMBER 1, 2021
Andrew Dahlkemper is a global Human Resources executive with over 25 years of experience working for multinational companies, including Google, Dolby, Electronic Arts, PepsiCo, Citibank and Johnson & Johnson. He has extensive experience in leading all elements of Human Resources, including compensation & benefits, talent management & succession planning, diversity & inclusion, organizational design, workforce planning, change management and leadership development.
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