Callminer

SEPTEMBER 6, 2021

Sales leaders need to evolve with technology. Rick Britt, CallMiner's VP of AI, shares why it’s time to change the game and start moving the needle using technology like sales conversation analytics.

Sales 182

Sales Technology Coaching Analytics 182

aircall

SEPTEMBER 6, 2021

How many calls does your customer service team receive in a day? A thousand? With a high number of calls coming in, it’s natural to feel a bit overwhelmed. Offering customer service via your voice communication strategy can already eat up a lot of your team’s time. And that doesn’t even include the queries they have to handle via emails, chats, SMS, and social media.

Interactive Voice Response 93

Interactive Voice Response Wait times outsourcing Call Center 93

Bill Quiseng

SEPTEMBER 6, 2021

Some of you may know I am a stroke victim who is paralyzed on the right and have selective short term memory. Several days ago I did not order on Amazon two bottles of Phillips Milk of Magnesia. Despite no order, Amazon shipped the products. In short, I was very frustrated with the Amazon NO REPLY emails and subsequent customer service webpages requiring resetting passwords.

Customer Service 78

Customer Service Personalization 78

ShepHyken

SEPTEMBER 6, 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. When Customer Care Isn’t Enough, Call the Customer Delight Brigade by Katie Deighton. (Wall Street Journal) Staff members at the George Eliot Hospital in the English town of Nuneaton are used to the sight of flowers being delivered to patients.

Customer Service 65

Customer Service Best practices Metrics Customer effort 65

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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

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Bill Quiseng

SEPTEMBER 6, 2021

I am a stroke victim, paralyzed from the right side. Also I am having certain short-term memory lapses.I have had severe constipation. Because of that, I ordered a bottle of Phillips Milk of Magnesia from Amazon. I did not order two. Yet Amazon sent two bottles to me. According to the webpage, Amazon does not have a telephone customer service. Only a page on their website.

Customer Service 60

Customer Service Personalization 60

JustCall

SEPTEMBER 6, 2021

"If we have 4.5 million customers, we shouldn't have one store, we should have 4.5 million stores.". This is how Jeff Bezos described personalization in 1998 - as a phenomenon of incredible importance. This is how statistics dictate the value of overall personalization. In the vertical of support as well, personalized customer service can help you achieve great success and build rapport with your customers.

Personalization 52

Personalization Customer Service CRM Customer retention 52

CSM Magazine

SEPTEMBER 6, 2021

Text messaging allows for quick and straightforward communication. Learn why it works for service businesses in this article. Marketers and salespeople used cold emails and email drip campaigns to engage prospects and customers for decades. The problem is that email’s average open rate is a mere 20%. It typically leaves your efforts unnoticed in your prospect’s inbox four out of five times.

Consulting 52

Consulting Consulting Marketing Feedback 52

Enghouse Interactive

SEPTEMBER 6, 2021

The trend for contact centres to embrace the cloud is accelerating as businesses see the benefits of greater efficiency, scalability, and flexibility. In our previous post we answered some of the most common questions about moving your contact centre infrastructure to the cloud. Now, we’re going to explore five useful tips to ensure your migration runs smoothly, while also delving into the key capabilities to look for in a cloud contact centre technology vendor. 1.

Cloud contact 44

Cloud contact APIs CRM Technology 44

Voiptime

SEPTEMBER 6, 2021

Voiptime Cloud achieved recognition from Digital.com.

Telemarketing 40

Telemarketing 40

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!

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SmartKarrot

SEPTEMBER 6, 2021

Role: Sr. Director of Customer Success Location: Lafayette, Louisiana Metropolitan Area, US Organization: SchoolMint As a Sr. Director of Customer Success, you will manage, grow, professionally develop, and mentor an existing Customer Success team. Provide the vision and direction of customer success (Support & Professional Services) strategy and processes with innovation and creativity.

Engineering 19

Engineering Best practices Accountability Sales 19

SmartKarrot

SEPTEMBER 6, 2021

If you were looking for an old friend, what social platform would you pick- Facebook or Medium? . Your company is passionate about customer success and the experience you offer, and rightly so. But, choosing the wrong platform can cause huge damage in the long run. This is the gap between what your business intelligence tool offers and your customer success goals.

CRM 10

CRM Upselling B2B Surveys 10