Wed.May 12, 2021

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The State of Customer Self-Service

SmartAction

Whether it’s using the self-checkout station or resetting your password, one thing is certain — customers love self-service. Or perhaps, they hate waiting even more. Either way, the demand for customer self-service options has been trending upwards in recent years and skyrocketed exponentially last year, largely in part due to COVID. The pandemic forced many businesses to look for new ways to interact with their customers.

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What’s Normal for Us Can Be Amazing to Others

ShepHyken

During my live presentations, there is a part of my speech where I talk about Moments of Magic. These are positive experiences we create for our customers, including our internal customers, also known as our fellow employees. (If you’ve been following my work, you already knew that.). In the speech, I’ll ask audience members to share an example of when they created that experience.

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Turning Disruption into Opportunity

Contact Center Pipeline

For contact centers, the proverbial genie is out of the bottle. While the development and distribution of effective COVID-19 vaccines has put the global economy on track toward normalcy, the way contact centers operate—and the art of the possible—has been altered permanently. For example, agents, having been sent home at the start of the pandemic […].

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Aspect Software Announces Merger with Noble Systems

Call Design

New combined company will expand its global reach in the Customer Experience technology space. Westford, MA. May 10, 2021. Today, Aspect Software will merge with Noble Systems of Atlanta Georgia, to form Alvaria , (pronounced: ahl-vahr-ee-uh ), a new global company delivering optimised customer experience and workforce engagement software and cloud services technology solutions.

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The 2023 Verint Experience Index: Retail

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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How Support Teams Can Improve Customer Retention

Help Scout

Great customer service delivers real business value. That’s a foundational belief at Help Scout, as outlined in our support-driven growth articles. Even so, it can be difficult for empathetic customer service staff to think about customers in terms of business revenue. It somehow feels more “fair” to treat every customer equally, being helpful and responsive without regard to the money involved.

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Alvaria Software Announces Merger with Noble Systems

Call Design

New combined company will expand its global reach in the Customer Experience technology space. Westford, MA. May 10, 2021. Today, Alvaria Software will merge with Noble Systems of Atlanta Georgia, to form Alvaria , (pronounced: ahl-vahr-ee-uh ), a new global company delivering optimised customer experience and workforce engagement software and cloud services technology solutions.

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Discussing the benefits of Voice Assure In-Country

Spearline

Businesses often use voice communications as a key interface to assist their customers around the world. These calls can include high-value purchase decisions, addressing complex support needs, and providing in-depth technical support. Each of these services are mission-critical for businesses and can be a crucial area of differentiation for consumers between competitors.

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Best places for customer service certification & training

GetFeedback

Learn why earning a customer service certification will benefit your business and find organizations offering training and certifications.

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Why Small Businesses Need to Accelerate Their Digital Transformation

aircall

In the early days of digitalization, companies that were pacesetters quickly learned that accelerating digital transformation gave them a competitive advantage. Digital tools are easy to integrate and they’re user-friendly. What’s more, they’re affordable and cost-effective. . Despite the advantages of implementing digital tools, many small businesses are lagging behind in hopping on board with digital transformation.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Concentrix Revenue Growth Services

Concentrix

Introducing Concentrix Revenue Growth Services, combining analytics, technology and a high-performing sales culture to drive revenue and CX outcomes at all stages of the customer lifecycle. The post Concentrix Revenue Growth Services appeared first on Concentrix.

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Top Three Characteristics of a Connected Enterprise

CSM Magazine

What does it mean to be a Connected Enterprise and does it really matter? Ross Daniels at Calabrio believes it’s a great aspiration for all modern organisations and presents a unique opportunity to elevate the status of the contact centre. Meeting rapidly changing customer expectations in the new world of remote work demands far higher levels of agility from organisations everywhere – and places an even greater focus on improving customer service.

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Sales Talent and Culture Core to Growing Partnership

Concentrix

Discover how Concentrix enabled a global software and services leader resolve high customer churn for its cloud-based offerings, leading to innovation and best practices being embedded across the client’s global sales operations. The post Sales Talent and Culture Core to Growing Partnership appeared first on Concentrix.

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Defining Digital Customer Success (and how it’s different from “traditional” CS)

inSided

Welcome to our new blog series – This is Digital Customer Success. In this series, we’ll talk about what Digital CS is, what’s required to build a Digital CS program, team structure and responsibilities, metrics, and so much more! This week, we’re starting at the very beginning: What the heck is Digital CS and how is it different from “traditional” CS?

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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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Implementing a successful customer feedback program

Global Speech Networks

Customer feedback is the key to any experience improvement program. Traditionally, the process of collecting, understanding and acting on customer feedback can be time consuming, not to mention that feedback can be inconsistent or incomplete. So where do you start? Here are some tips on how to start and successfully implement your Customer Feedback program!

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Putting the ‘e’ in e-commerce

TMP Direct

Running an e-commerce store can be a great business opportunity, especially during a pandemic, as many have learned this past year. In 2020, an estimated $1 out of every $5 spent on retail was transacted online. Marketplaces grew by over 80% year-over-year in the fourth quarter of 2020 and expanded their seller base by an average of 46%. It is predicted that global e-commerce sales will reach $4.2 trillion this year, with US consumers accounting for close to one-quarter of that spending.

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Offline Messages: How to Engage Customers When Agents Are Away

JivoChat

A live chat tool can help you engage with customers, but it’s only effective when your agents are available to chat. If customers try to interact with a live chat feature and can’t reach an agent, they’ll probably be confused, if not frustrated. Offline messages can help you avoid that scenario. Offline messages uphold the continuum of service that your customers expect.

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What is Sales Enablement : The Definitive Guide

JustCall

Sales enablement is the key to unlock the full potential of your sales reps. Equipping sales teams with the right tools, resources, and techniques increases your likelihood of converting leads. Having a skilled sales team is good. But, in order to drive business growth, relying on plain skills is not enough. Sales teams thrive when they gain access to the relevant training as well as the resources.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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

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What Does an Omnichannel Lending Journey Look Like?

LiveVox

Traditionally, financial service organizations have taken a lender-centric approach to their strategy. Big data, social media, and shifting purchase methods have driven financial services to refocus that strategy, though. Today, a more customer-centric approach is required. Building an omnichannel journey for lending can help your organization reorient how you approach your loan requests and treat […].

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How to Start a Virtual Call Center: 5 Top Tips

Babelforce

What’s not to like about virtual call centers? They’re cheap to set up, let you scale quickly, and agents love them. And best of all – opening one is surprisingly easy to do. Here’s all you need to know about how to start a virtual call center. What is a Virtual Call Center? A virtual call center is a contact center that operates in the cloud. Agents don’t need to come to a specific location or office to work.

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How fans of brands can improve your customer experience ROI

5CA

At 5CA we believe the CX that we offer is superior because it’s fan-made. We think it’s better for the customers of the businesses we partner with, but we also think it’s better for our clients’ own bottom line. And we can prove it. Let’s take a look at how fans of brands can make a difference to your ROI.

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Flexibility in Call Centers Could Improve Agent Performance

Calltools

Your company can have the best products or services available and still not be successful due to poor marketing efforts. Agent performance is one of the most important key performance indicators (KPI) , particularly now that so many employees are working from home at least part of the time. Measuring agent performance is essential for call center managers to evaluate how successful their sales efforts are.

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ABM Evolution: How Top Marketers Are Using Account-Based Strategies

In times of economic uncertainty, account-based strategies are essential. According to several business analysts and practitioners, ABM is a necessity for creating more predictable revenue. Research shows that nearly three-quarters of marketers (74%) already have the resources needed to build successful ABM programs.

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How fans of brands can improve your CX ROI

5CA

The post How fans of brands can improve your CX ROI appeared first on 5CA.

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The Massive Gap Between Customer Expectations and Organizations’ Ability Post-Pandemic

Beyond Philosophy

Only half of the organizations around the world feel prepared to support customer engagement post-COVID. When I read that headline from Verint, an organization specializing in the Voice of Customer, it struck a chord with me—a minor one with lots of extra dissonance. Could we face a big gap between what customers expect and what organizations are prepared to deliver when we emerge from this past year?

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Robotic Process Automation (RPA) vs Artificial Intelligence (AI)

SmartKarrot

Undoubtedly, science has gifted us with many boons and has proved the ‘impossible’ as ‘possible’. Driving never-seen-before productivity, efficacy and proficiency have only become a reality due to the benefits of Artificial Intelligence and Robotic Process Automation in the workflows. A report by Grand View Research states that the global RPA market is expected to cross $25.5 billion by the years 2027, and the AI to reach a monumental $390.9 billion by 2025.

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Happy Birthday, TechSee!

TechSee

Getting up close and personal with the founders of Techsee, Eitan and Amir . May 12th will mark six years since TechSee’s founders set out on a mission that seemed to critics – at the very least – to be a bit, well, far fetched: to build tech that went beyond the dumb chatbots to which we’ve all grown accustomed and make something far better.

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The Truth About Customer Journey Mapping

Speaker: Dave Seaton, CEO of Seaton CX

Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.

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May 12 – Customer Success Jobs

SmartKarrot

Role: Director of Customer Success – Resware Location: Austin, TX, US Organization: Qualia As a Director of Customer Success, you will be responsible for leadership, management, and accountability for the Customer Success team. Define and drive successful customer success outcomes including lifetime value, referencability, and other recommended metrics suitable to the product and industry.