Tethr
FEBRUARY 8, 2021
It’s one of the great puzzles of the customer success world: How do I measure quality assurance (QA)? We’ve all tried to solve for this in one way or another over the years, incorporating solutions like post-call surveys, real-time agent scoring (ouch!), and reviewing a small sample of calls each month—all with varied results. Unfortunately, with the volume of interactions most reps handle these days, QA is really hard.
Myra Golden Media
FEBRUARY 8, 2021
Guide customers to the next step, or bring down the temperature in interactions, and slash talk time by explaining three things: Here’s what we know Here’s what we’ve done Here’s what’s next. Was This Helpful? I’m asking you because my newsletter offers ideas like this all the time. If you’re not yet subscribed, sign up here.
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ShepHyken
FEBRUARY 8, 2021
Each week I read a number of 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. Make Every Day Valentine’s Day by Showing Love and Empathy to Customers by Janelle Estes. (CMSWire) Valentine’s Day is approaching.
CX Global Media
FEBRUARY 8, 2021
Being a collaborative leader does not begin with your customers. It begins with the team you work with. In customer experience, working with customers means. Read more. The post How to Be a Collaborative Leader and Transform Your Team Collaboration appeared first on Customer Experience Strategy and Tactics.
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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.
TELUS International
FEBRUARY 8, 2021
Digital payments continue to rise in popularity as consumers look for alternate ways to shop safely. Discover how CX is shaping the payments landscape.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Totango
FEBRUARY 8, 2021
Totango, Inc., the largest and fastest-growing customer success platform, today announced that G2 has recognized the company as one of the Top 50 Best Software Companies for 2021. G2, the largest software marketplace and review platform, annually names its list of best software companies based on authentic, timely reviews from real users. “We are honored to be named to G2’s prestigious Top 50 Software list for 2021,” said Guy Nirpaz, CEO and Founder of Totango.
LiveVox
FEBRUARY 8, 2021
We often say your customer service agents are your number one asset. This is true for obvious reasons when it comes to customer satisfaction, as your agents are often the first and possibly the only human representative of your company that a customer interacts with. But the statement holds true from a sales perspective as […]. The post What are the Biggest Challenges for Agent Upselling?
Cyara
FEBRUARY 8, 2021
Customer experience is a moving target. What a customer expects from your business is not only based on their past experiences with you, but also on experiences they’ve had with other businesses in general. As a society, the bar is raised on CX as soon as another organization succeeds in delivering a consistently exceptional, replicable experience. While we might silently cringe when the customer in line ahead of you asks to speak to a manager, we all know we’re empowered to do the same: to dema
Ambs Call Center
FEBRUARY 8, 2021
Unless you work in health care, you probably aren’t particularly excited about dealing with sick people all day.
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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
NICE inContact
FEBRUARY 8, 2021
Do you ever feel like your competitors have outdistanced you when it comes to using innovative technology to create exceptional customer experiences? Are there signs that your customers are lukewarm about your organization's customer support options? Maybe your agents complain about the outdated technology they use every day while assisting customers?
GetFeedback
FEBRUARY 8, 2021
How to conduct customer success surveys to improve retention and satisfaction.
NICE inContact
FEBRUARY 8, 2021
Digital has far-reaching implications not just for how organizations provide service today, but also for how much more change is coming in the very near future. Those who “win” customer service will need to completely reimagine it—and digital will be central to that.
Comm100
FEBRUARY 8, 2021
Offering live chat on your website is a no-brainer if you want to provide accessible and fast support to your customers. It’s fast become the most popular digital channel for customers and agents alike whose experiences are both improved by it. But before you jump into choosing your live chat software , you need to decide if you want hosted or self-hosted live chat.
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.
CSM Magazine
FEBRUARY 8, 2021
Since time immemorial, sales and customer service have had a fraught relationship at best, and an outright adversarial relationship in the worst of times. Both are major budgetary expenses. Customer service has often drawn the short straw because it is seen as a budgetary drain while sales brings in the money. If one has to suffer, it is usually customer service.
Helpware
FEBRUARY 8, 2021
Contracting commercial activity to a third-party company that has relevant expertise is termed business process outsourcing. The most common functions for outsourcing are customer service, accounting, payroll, human resources’ management. As a rule, BPO performs complementary, rather than core functions, with either tech or non-tech services. From newly established businesses to large-scale enterprises, companies of any scale contract out processes.
CSM Magazine
FEBRUARY 8, 2021
Reuters Events are excited to announce their next free customer service & experience webinar: ‘Kickstarting Your Customer-Centric Culture.’. It is becoming clearer that top-class customer experience cannot be achieved without nurturing great employee experience. An organization’s CX goals can become a reality when everyone across the enterprise has adopted a unified, customer-centric mindset.
Global Response
FEBRUARY 8, 2021
Companies that choose to partner with an outsourced call center almost immediately experience the primary intended benefits that call centers offer. Customer inquiries are handled without any additional work from the company more. The post Secondary Benefits of Using an Outsourced Call Center appeared first on Global Response.
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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.
CSM Magazine
FEBRUARY 8, 2021
Many people around the world want to become a therapist , especially after the year we’ve had. This isn’t just an incredibly rewarding career, but it is also one of the few sectors that have thrived during the pandemic due to rising mental health issues and are providing greater job security than ever before, something many of us seek. Becoming a therapist is a huge commitment, it takes years of training and a substantial cost to become fully qualified.
Edify
FEBRUARY 8, 2021
Contact: Liz Cahill for Edify Labs.
CSM Magazine
FEBRUARY 8, 2021
For your company to succeed you need to ensure that you build a team that is robust, capable and focused on the goals of your organisation. Hiring the right individuals to work in your company will help to strengthen your business and allow you to move toward your targets with more confidence. As the old saying goes ‘a team is only as strong as its weakest link’.
SmartKarrot
FEBRUARY 8, 2021
Role: Director of Customer Success Location: New York, United States Organization: Okapi AI As a Director of Customer Success, you will own the overall relationship with the customers. Develops deep relationships with a wide range of partners at the customers (from executives to project managers), learn what their most important strategic priorities are, and ensures we deliver these outcomes.
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!
aircall
FEBRUARY 8, 2021
Planning and forecasting are major activities for sales managers, and sales planning is an important component of those processes. New sales are necessary to generate revenue and grow your business. The first time you do sales planning, it typically takes longer than when you have a designated process for it. As you develop your sales planning process, it will take less time and become more refined. .
SmartKarrot
FEBRUARY 8, 2021
Search Engine Optimization (SEO), as the name suggests is all about optimizing a site for the search engines. And the purpose of these engines is to serve the human, who in turn, are your beloved customers. Cutting to the chase, a good SEO for Customer Experience (CX) is a must if you are willing to thrive in the industry. Customer experience starts the very second you map their customer journey and SEO can be your friend to guide you through.
Certified Languages International
FEBRUARY 8, 2021
CLI’s CEO Kristin Quinlan (far right) speaks on a panel about California’s AB5 at ALC’s UnConference in January 2020. Last year was a strange one, eh? “This has literally been the hardest year of my life,” CEO Kristin Quinlan joked in a not-so-funny way. But, like a lot of other businesses, for CLI, it was also a year of opportunity, more industry visibility, and plenty of reasons to look forward to the future.
Spearline
FEBRUARY 8, 2021
Today’s users have very high expectations regarding the quality of phone calls, and there are many issues that can occur with a voice connection, including echo. Businesses depend on clear communication channels in their customer interactions and more and more are taking a truly proactive approach to audio quality management. One of the most common, and most irritating, problems which you can face in a call is echo.
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
ClientSuccess
FEBRUARY 8, 2021
As a successful, scaling customer success department, your team needs the right tools and resources to be successful. Over the past few years, customer success teams have migrated off sales-focused CRM and project management platforms to solutions that are custom built from the ground-up for customer success teams to better manage customer accounts.
JustCall
FEBRUARY 8, 2021
Are you a Pipedrive customer in search of a phone system? Do you want to seamlessly make and receive calls & SMS right from the Pipedrive platform itself and automatically save all the call and SMS details in HubSpot? If you are a Pipedrive customer and looking for a cloud-based phone system for your business, this blog post is going to end your search.
CSM Magazine
FEBRUARY 8, 2021
Even the best, most highly regarded brands in the world experience service delays or snafus. . When they do, they need to react promptly and appropriately to address the issue, assuage the unhappy customer and boost the odds that the customer will remain a client for the long term. Coupons are commonly used by all types of companies to appease customers when regular communications fail.
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