ShepHyken

MAY 31, 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. 5 Ways to Drive Brand Loyalty and Customer Lifetime Value by Ian Simons. (Ad Age) Here are 5 tips for marketing organizations looking to maximize their Discovery Commerce opportunity from Aubrie Richey, VP of media for TechStyle Fashion Group that brought us brands li

Customer Service 325

Customer Service Chatbots Customer effort Scripts 325

TELUS International

MAY 31, 2021

While automation has been a mainstay of many companies, hyperautomation is quickly becoming a key part of CX strategy. Discover the difference between the two and how you can best leverage this emerging trend.

Technology 155

Technology 155

Jon Arnold

MAY 31, 2021

Judging for various industry and vendor awards events is one of the hats analysts get to wear, and I’ve been doing a few of these lately. This is the most recent one , which I got to do last year with Talkdesk as well. I’m just doing a heads-up here in advance of the winners, who will be announced on June 15 at their upcoming Opentalk event. I’ve completed my round of judging, which closes on June 1, and the winners will be notified on June 4.

Contact Center 90

Contact Center 90

GetFeedback

MAY 31, 2021

Actionable insight to uplevel how you listen to customers, understand their needs, and take action to improve the customer experience.

Customer Experience 78

Customer Experience 78

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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.

Ansafone

MAY 31, 2021

As a business owner looking to reduce your overhead costs, it is wise to consider outsourcing certain tasks that can be done outside the confines of the office space. One of these tasks is appointment setting. Third-party companies or individuals can handle your business’s appointment setting for you, preventing you from having to pay overhead … Reduce Your Overhead by Outsourcing Your Appointment Setting Read More ».

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outsourcing Contact Center Business Process Outsourcing Call Center 62

Acquire BPO

MAY 31, 2021

Acquire BPO extends a warm welcome to new Chief Financial Officer (CFO) David Newell. As CFO, David will be responsible for managing the company’s financial risks, as well as its strategic development, financial planning and reporting, internal audit, real estate, procurement and investor relations. “I’m pleased to have David join our executive team as CFO.

Real estate 52

Real estate Finance Government outsourcing 52

GetFeedback

MAY 31, 2021

Actionable insight to uplevel your approach to gaining leadership buy-in for your customer experience program.

Customer Experience 78

Customer Experience 78

JivoChat

MAY 31, 2021

“I am super satisfied with my cart abandonment numbers!” Said no WooCommerce store owner, ever. Cart abandonment is when a site visitor adds a product to their online cart then leaves without completing checkout. It’s the digital equivalent of walking into a physical store and putting an item in your shopping basket, then changing your mind and walking out without buying anything.

Abandon rate 52

Abandon rate APIs Accountability Personalization 52

GetFeedback

MAY 31, 2021

Actionable insight to uplevel your customer experience strategy approach.

Customer Experience 88

Customer Experience 88

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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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CustomerSuccessBox

MAY 31, 2021

The Customer Success Manager has an integral role in ensuring healthy Customer relationships by evaluating and analysing the customer needs and acting as a customer advocate to promote customer loyalty. While these major responsibilities require a wide range of tasks to be addressed, onboarding tops the list which is then followed by checking on product adoption.

Management 52

Management SaaS Customer advocacy Accountability 52

ViiBE Blog

MAY 31, 2021

Employees are a valuable resource of know-how for company processes and information. Unfortunately, when an employee leaves, this knowledge often leaves with them. In customer-facing positions, high turnover can exacerbate this problem and negatively affect customer service. In technical roles, knowledge gaps can emerge when knowledgeable employees with decades of experience decide to retire.

Self service 52

Self service CRM Customer Experience Management 52

Acquire BPO

MAY 31, 2021

Acquire BPO extends a warm welcome to new Chief Financial Officer (CFO) David Newell. As CFO, David will be responsible for managing the company’s financial risks, as well as its strategic development, financial planning and reporting, internal audit, real estate, procurement and investor relations. “I’m pleased to have David join our executive team as CFO.

Real estate 52

Real estate Finance Government outsourcing 52

The Petrova Experience

MAY 31, 2021

When we think of travel, we often think of the flight experience. But the end to end customer experience is complex, and includes all modes of transportation that get you to and from your destination. Because of this complexity, customers rarely enjoy great end to end travel experience. So, what does it take to “string the pearls” as one of our clients says, and improve the end to end customer flow?

Customer Experience 59

Customer Experience Transportation Government Airlines 59

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

Back Office Centers

MAY 31, 2021

Data processing outsourcing is a fundamental back-office service that can play a big role in the overall progress of a business operation. Companies ingest data from various sources. Data flows into the internal databases through different vendors, clients, customers, etc. But all the data that one receives is not in a format supported by the company.

outsourcing 40

outsourcing Management 40

SmartKarrot

MAY 31, 2021

Every phase of the customer success journey, right from onboarding to retaining to growing, helps a customer, as well as the company, wreathe into a symbiotic relationship. On that note, videos have played an effective role in boosting customer success by giving them engaging and personalized content to enlighten and learn from. Today we will hop on to the best ten ways of using videos to do so.

Brand ambassadors 10

Brand ambassadors Entertainment Customer advocacy Education 10

Comm100

MAY 31, 2021

While tracking and measuring live chat KPIs is essential, it’s not always so easy to get your agents to understand why this matters and to get them onboard with your targets. But it’s completely worth the effort. A decade-long study involving 100,000 teams found that increasing employee engagement can generate up to 18% more sales. Here are five top tips to help you get your agents engaged and onboard with your KPIs and lead your team on a journey to live chat excellence. 1.Set measurable and cl

Average Handle Time 98

Average Handle Time Metrics Feedback Benchmark 98

SmartKarrot

MAY 31, 2021

Role: Head of Customer Success Location: San Diego, CA, US Organization: Daasity As a Head of Customer Success, you will manage customer success and ensure customers realize the full value of the Daasity platform. Drive product adoption and ongoing use of Daasity, while delivering and maintaining customer happiness. Implement tools and platforms to ensure Customer Success can effectively support a 10x growth in merchants.

Upselling 10

Upselling APIs Accountability Engineering 10

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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