ShepHyken
MARCH 24, 2021
This is the first of a number of lessons I’ll be sharing from my newest book, I’ll Be Back: How to Get Customers to Come Back Again and Again. A few years back I wrote about the idea of measuring customer satisfaction versus customer behavior. We’re revisiting that topic with a fresh point of view. Today’s lesson is about the exciting topic of measurement and data.
Contact Center Pipeline
MARCH 24, 2021
Can you ever have enough high performers? Do you wish you could clone your best agents and make their outstanding performance the norm? Do you worry about losing your best team members once the economy turns around? Those challenges are about to become greater. An agent’s job will soon require a higher skill level because […].
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
TechSee
MARCH 24, 2021
With the new digital-first mentality, the need for remote support and enhanced customer engagement, brands are recognizing the need for a visual-first strategy for acquiring and keeping their customers. Yes, the Visual Transformation journey is already underway. In Part 1 of this 2-part series, we explored the key trends driving this transformation and the benefits organizations can expect when they include the visual element in their digital transformation efforts.
HelpCrunch
MARCH 24, 2021
Customer relationships sound like too an intangible notion to measure. It operates in the world of emotions, moods, undertones, and spur-of-the-moment decisions. And building customer relations is exactly what customer service teams do. That’s why [ … ]. The post 8 Best-in-Class Customer Service Metrics to Gauge Your Work appeared first on HelpCrunch blog.
Advertisement
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.
Customers That Stick
MARCH 24, 2021
The spring season of the Crack the Customer Code podcast is over halfway done, and we’ve had some amazing guests and discussions this season. Below is a recap of the episodes so far this season. Make sure to check them out on your favorite podcast player or using the links below. Check Out Our Season Sponsor (and get a free report). In order to reap the benefits of CX (while simultaneously managing limited budgets and external expectations), the pros need to learn to prioritize.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Cyara
MARCH 24, 2021
Recently on the blog, we offered an easy-to-understand overview about What Is an API. Not everyone on your team is a developer, and it's helpful to be able to communicate with "non-techies" about the benefits APIs can bring, especially when adapted for specific use cases that benefit your team's productivity and, ultimately, your customer experience.
Avoxi
MARCH 24, 2021
416 Area Code Numbers You ask and we answer the most common questions about 416 area code numbers! What is a 416 area code number, why are they so rare, and how can you get your own 416 phone number for business or personal use? Toronto's 416 Area Code in 2021 Area code 416 is… The post 416 Area Code Questions & Answers appeared first on AVOXI.
GetFeedback
MARCH 24, 2021
Goals can improve your overall customer service, customer retention, employee experience, and more.
Advantage Communications
MARCH 24, 2021
In today’s marketplace, companies must be increasingly customer-driven. Personalization, quick responses, self-service, proactive support and multiple contact options are just a few of the many expectations that today’s customers have from the brands they do business with. With customers more demanding than ever before, combined with today’s hyper-competitive business environment, most businesses are competing on their customer service offering alone.
Advertisement
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
Talkdesk
MARCH 24, 2021
Insurers need to redesign business models to build their own digital transformation success story. Digital transformation has been top of mind in the insurance industry for quite some time now, but recent events have forced insurers to develop new ways of delivering value. Trust and value are now more relevant for policyholders than ever. With insurtech getting a head start and Amazon-like experiences setting policyholder expectations and brand loyalty, customer service can make or break carrier
Playvox
MARCH 24, 2021
Workforce management has come a long way from its humble origins.
Zappix
MARCH 24, 2021
Zappix, the leading Visual IVR and Digital Self-Service Solutions provider, combines its flagship solution with the Genesys Customer Experience Platform to bring modern automation and innovation to contact centers. his Intelligent Virtual Assistant (IVA) enables mobile.
SmartKarrot
MARCH 24, 2021
There’s just two intentions behind every conversation – either to give or to take. In a customer conversation, you are the giver and the customer is a taker. Your customer might be in need of numerous solutions for their life. But they are here with you only for a small chunk of solution. Your job is to identify that area as precisely as possible.
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.
aircall
MARCH 24, 2021
How would you describe your current sales prospecting plan? Is it an old-school numbers game, or are you working with a strategic sales prospecting plan? In the not-too-distant past, the general perception of the sales field was the more cold calls salespeople could make, the easier it would be to rise to the top of the leaderboard. But nowadays, mention cold-calling in a roomful of salespeople and you’re bound to get a chorus of groans and eyerolls. .
SmartKarrot
MARCH 24, 2021
Role: VP of Customer Success | Remote – San Francisco Location: Remote, San Francisco, CA Organization: Givebutter As a VP of Customer Success, you will manage the Marketing, Sales, and Customer Success departments. Own Quarterly OKRs related to each department. Ensure cross-functionality between departments. Identify, retain and support the best talent in each department.
Education Services Group
MARCH 24, 2021
Customers actively seek out more autonomy in order to speed up day-to-day decision-making. Your customers want to interact with your product, but they want to do so in their own time and – on their own terms. If you facilitate autonomy, you’re very likely to see increased loyalty, advocacy, improved product adoption, and reduced churn in your customer base.
CSM Magazine
MARCH 24, 2021
Writing an academic paper is not everyone’s cup of tea. Yet, all students must develop proper writing skills to excel in college. The main types of scholarly articles include analytical, descriptive, critical, and persuasive. Most academic papers combine these four styles for a balanced outlook. Knowing how to express your thoughts on paper guarantees easier essay writing and better grades in school.
Advertisement
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.
LiveVox
MARCH 24, 2021
In the software world, the single most important factor in user adoption is ease of use. This is certainly true for customer-facing products, like smartphone apps and devices. Just look at the iPhone; one of the reasons it was such a game-changer is that it was so incredibly simple to use, some might say intuitive […]. The post The Importance of Ease of Use in the Contact Center appeared first on Livevox.
CSM Magazine
MARCH 24, 2021
Consumers will pay a 16% price premium for great customer experience (CX). If just one statistic could tell you all you need to know about the importance of CX, then this is it. So why are brands still failing to meet customers’ ever-growing expectations across the customer journey? Christina Thompson, Client Relationship Director of Paragon Customer Communications , explores the strategies delivering optimal experiences, identifying and addressing critical customer pain points.
Expert insights. Personalized for you.
375 
Let's personalize your content