CSM Magazine

SEPTEMBER 20, 2021

If you are starting your own business, hiring a marketing agency is a good solution for getting it off to great start. But you may be wondering what the benefits are a marketing agency actually brings to your business. How is the marketing agency different from a freelancer? The more we look into it, the more we learn about the role of a marketing agency in the industry and how it can help our new business.

Marketing 52

Marketing Feedback Sales Management 52

Customer Contact Central Submitted Articles

SEPTEMBER 20, 2021

Learn tips and tricks for building a conversation that had a bad start.

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NICE inContact

SEPTEMBER 20, 2021

As the world continues to deal with the coronavirus and other challenges that affect our everyday lives, businesses and their customers agree that staying connected—and finding new ways to connect—is increasingly important for both groups.

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Contact Center Management 81

Customer Contact Central Submitted Articles

SEPTEMBER 20, 2021

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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.

OctopusTech

SEPTEMBER 20, 2021

Litigation support services refer to various backend tasks that help a law firm handle its day-to-day legal tasks for its client’s cases. These tasks can include coding, documentation, digitization of paper documents into editable digital formats like word documents, and many more such services. With businesses and countries opening back up, there is expected to be a huge increase in the number of lawsuits and litigation, rising from the situation created by the Covid-19 pandemic.

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outsourcing Personalization Management 62

CustomerSuccessBox

SEPTEMBER 20, 2021

Over the last few years, we’ve seen a lot of growth in the Customer Success space, which means there’s now even more content out there on the web for you to research, consume and rely on. Let’s look at the top customer success blogs. CustomerSuccessBox. CustomerSuccessBox is an outcome-driven Customer Success software for B2B SaaS, which helps maximize retention, drive product adoption, and grow revenue for your B2B SaaS.

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SaaS Customer centricity B2B Best practices 64

Customer Contact Central Submitted Articles

SEPTEMBER 20, 2021

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Kapta Customer Success

SEPTEMBER 20, 2021

Retaining clients requires more than good reactive support and strong products. It requires proactive account management, anticipating client needs, and constantly strengthening the relationship. But without the data and technological resources to support those goals, you can't offer the top-tier service needed to make key account management successful.

Accountability 52

Accountability Management Technology 52

JivoChat

SEPTEMBER 20, 2021

In your routine, do you prefer going to a physical store or buying online? Pandemic times made the second option the only possibility, sometimes. But, even with street stores and mall reopening, many people find using an ecommerce website much more convenient, and practical. . Maybe you are one of them. An ecommerce website is about being able to buy without going out of the comfort of your home, making a purchase from a seller on the other side of the world, or finding unique items.

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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

Surveys

CSM Magazine

SEPTEMBER 20, 2021

The first choice for many consumers is now self-service. Studies have shown that almost 90% of clients anticipate a brand having its own service portal – and they prefer knowledge base enabled self-service channels such as FAQs. Managing knowledge is critical to successful self-service, but it’s difficult to achieve it. However, it can be done, and the payoffs can be huge.

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Infinity

SEPTEMBER 20, 2021

The past 18 months have been huge. Disruption to the economy across all verticals has accelerated the pace and scale of digital transformation. Many businesses have doubled down on their digital strategy, and we have seen remote working for all staff, including those in contact centres. The role of a phone call in managing new leads, completing sales, and providing effective service, has never been more critical.?.

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CRM Sales Analytics Marketing 52

Unymira

SEPTEMBER 20, 2021

On my recent trip home to Georgia, my European wife was suddenly denied boarding mid-trip. This was due to a form that she was apparently supposed to file 6 years ago, and the U.S. government only noticed now. Thus, we were left with several expensive international tickets for her that went unused. Not wanting to eat the loss, it was time to contact customer service to get a refund or credit.

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CustomerSuccessBox

SEPTEMBER 20, 2021

Some people have to read information to absorb it. Others need to hear it. Some people need a combination of visual and auditory instruction in order to fully understand. The Customer Success industry has grown over the last couple of years and will continue to have immense growth in the future too. And Podcasts are a great way to learn about the CS industry, who the major players are, and what they’re doing.

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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.

Customer Experience

DMG Consulting

SEPTEMBER 20, 2021

Contact Centers’ Road Map to Success in the New Normal. May 25, 2021 Donna Fluss. View this article on the publisher’s website. It’s been a difficult but in some ways awe-inspiring 15 months, a period in which the world has experienced extraordinary difficulties and upheaval. When faced with a global pandemic, companies worldwide demonstrated flexibility, making changes on the fly to keep their businesses open and employees safe.

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Contact Center Real estate Self service Enterprise 48

Edify

SEPTEMBER 20, 2021

Contact: Liz Cahill for Edify Labs. LCahill@edify.cx.

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Contact Center Technology contact center solutions Customer Experience 73

ShepHyken

SEPTEMBER 20, 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. How To Find A Balance Between Automation And Empathy In Customer Service by Murph Krajewski. (Forbes) As employees seek more flexibility, contact centers — which are notorious for rigid, demanding job descriptions — could be at high risk of losing employees.

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Customer Service B2B B2C Advertising 43

Enghouse Interactive

SEPTEMBER 20, 2021

contact center solutions 52

contact center solutions Self service Quality management Education 52

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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.

Self service

SmartKarrot

SEPTEMBER 20, 2021

Documentation for your SaaS products is more than necessary. As you dwell in the subscription economy, you regularly interact with your customers. You might have had some experience in working with product documentations in the beginning, however, it is time to rev up your documents and take to another level. if that is what you have been wondering off late to know how to create a killer SaaS documentation or a product documentation for your customers, you are definitely on the right track.

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SaaS Enterprise Marketing Customer Experience 10

Netomi

SEPTEMBER 20, 2021

Chatbots are used by 1.4 billion people today. Companies are launching their best AI chatbots to carry on 1:1 conversations with customers and employees. AI powered chatbots are also capable of automating various tasks, including sales and marketing, customer service, and administrative and operational tasks. As the demand for chatbot software has skyrocketed, the marketplace of companies that provide chatbot technology has become harder to navigate as competition increases with many companies p

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CSM Magazine

SEPTEMBER 20, 2021

Sam Walton, the founder of Walmart famously said – “The goal as a company is to have customer service that is not just the best, but legendary” In today’s competitive business world, it’s not just sunshine and rainbows. Businesses are bombarded with endless customer issues and of course, stories of poor support experiences. When the margin for error is so low, how do you improve your customer service?

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Customer Support Education Self service Surveys 98

Vistio

SEPTEMBER 20, 2021

Joe Rice, the CEO of CXponent. Joe has a long career as a successful executive and business owner in the CX space, focused on advisory and implementation services for IT, communications, and networking infrastructure, including deep expertise in vendor evaluation and assessment. Welcome to the pod, Joe. Do I have your permission to record this call for quality assurance?

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Contact Center Technology Finance Average Handle Time 52

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!

Feedback

Education Services Group

SEPTEMBER 20, 2021

In between sets of a professional singles tennis match, a court maintenance crew comes out to tend to the needs of the court. Among the checklist of validations performed is measuring the height of the net in select and vulnerable locations. In addition, there are also sometimes vertical support poles that stand against the net on both sides about a third of the way between the singles and doubles out lines.

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Analytics Finance Customer centricity Sales 97

JivoChat

SEPTEMBER 20, 2021

As a business owner, you want to be sure that you offer the best customer service possible. High-quality customer service is something that people remember — it helps customers feel cared for and understood, building trust with them. This will help you create a loyal customer base, which will ultimately get you more sales! Publishing helpful content can make life easier for both your customers and your customer service team.

Marketing 52

Marketing Customer Service Real estate Sales 52

SmartKarrot

SEPTEMBER 20, 2021

Role: Customer Success Manager Location: Remote, United States Organization: EZ Texting As a Customer Success Manager, you will drive upsells & retention revenue through an existing customer portfolio. Provide recommendations based on a customer’s business needs, communicating the value proposition at every stage of the buying process. Manage multiple customers simultaneously at various stages of the buying cycle.

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Enghouse Interactive

SEPTEMBER 20, 2021

Easily Resolve Issues Created by Using Disparate UC and CC Applications. Here’s a recap of our recent webinar ‘ UCaaS and CCaaS: How Convergence Drives and Disrupts Communications ‘. Single-Sourced. Always Accessible. Ubiquitous Unified Communications. . Unified Communications. Contact Center Solutions. Delivered from the cloud “as a Service”… enables you to use these capabilities together across your organization as required, with the maximum amount of operational flexibility and security pos

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contact center solutions Contact Center Call flow Quality management 67

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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