Steve DiGioia
JULY 19, 2021
Back in 2018, I had the pleasure to interview some of the nicest people I have ever come across. I was amazed at how warm and welcoming they were and their willingness to embrace, support, and welcome me into their fold. To say the least, they’re all leaders in their respective fields of customer service, hospitality, social media, consulting, coaching, podcasting, and keynote speaking.
ShepHyken
JULY 19, 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. Should the Chief Experience Officer Cease to Exist? by Mary Drumond. (Linkedin Pulse) The Wall Street Journal recently released an article called “Some Chief Experience Officers Want To Make Their Jobs Disappear” where they interviewed Chief Experience Officers and Chief Cus
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Nextiva
JULY 19, 2021
A great customer experience starts and ends with one thing: getting help now. Today’s customers expect 24/7 support across channels. No waiting through endless help desk queues or for your ‘business hours.’ For many years, companies provided 24/7 customer support from a vast network of call centers. Today, that’s hardly the case anymore. Technologies like […].
kommunicate
JULY 19, 2021
In this blog, we will help you in creating the chatbot using your Zendesk articles. This can help you to create most efficient chatbot and save a lot of your time. Prerequisites: Kompose chabot builder account, we will be importing articles to Kompose and create a chatbot. If you don’t have an account, please signup [.]. The post How to Create a Chatbot Using Zendesk Articles?
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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.
NICE inContact
JULY 19, 2021
Learn more about how CXone’s smart technology, strong partners and deep expertise can be the winning combination for transforming your organization’s contact center and CX.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
LiveVox
JULY 19, 2021
Do you need a virtual agent? That depends: do you want to automate answers for routine questions, resolve repeat issues, and free up valuable customer or agent time? LiveVox lets you incorporate a no-code virtual agent that mimics, enhances, and assists live agent interactions for advanced automation that is intelligent and personalized. Here are the […].
Liveops
JULY 19, 2021
Staffing challenges within the travel & hospitality industry. A year and a half with minimal vacations and international travel. Is it any wonder that the travel & hospitality industry is struggling to hire enough people to meet this pent-up demand? The June 2021 jobs reported hundreds of thousands of jobs within the industry have opened back up.
LiveVox
JULY 19, 2021
Your customer satisfaction score, or CSAT score, is a direct indicator of how satisfied a customer is with your products and services or with interaction with your brand. Usually expressed as a percentage, the CSAT score is one of the top metrics used to determine customer loyalty. In a CMSWire survey that asked CX professionals […]. The post How To Increase CSAT Scores appeared first on Livevox.
Solvvy
JULY 19, 2021
If there’s one thing that makes managers’ and owners’ skin crawl, it’s inefficiency. Business leaders are constantly on the prowl to find ways to reduce expenses, improve profits and get their entire team to work smarter. Unfortunately, many companies find themselves with the same customer support inefficiencies time and time again.
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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
Jon Arnold
JULY 19, 2021
Been offline for the past week or so, but back now, and a few things to catch up on. This is my latest post for No Jitter , so am posting here in case you missed it. There are lots of ways to look at hybrid work, and this one draws from a new research study by Fuze , and with their permission, I’ve added my take on the data. I hope you like it , and as always, sharing and comments are welcome.
CSM Magazine
JULY 19, 2021
Are you dealing with a backlog of bad reviews about specific employees in your company? Are you grappling with HR issues that seem to keep your staff from doing the best they can? Whether the reviews are true or false, bad reviews can wreak havoc. Whether the employee enjoys working at your company or not, it can be challenging to start fresh. If your HR staff is dealing with the fallout from bad reviews, your Monday could have just become a nightmare.
Quality Contact Solutions
JULY 19, 2021
Aurora, NE (June 9, 2021) Quality Contact Solutions (QCS) has announced that all outbound telemarketing services provided to its enterprise clients will be STIR/SHAKEN compliant with An Attestation before the Federal Communication Commission’s June 30, 2021, deadline. The company has worked since late 2020 with its suppliers and telephone carrier partners to ensure deployment before this deadline.
CSM Magazine
JULY 19, 2021
Looking for a job is usually quite an exhausting process. You spend hours searching for the right offers, send applications, then do it all over again – oftentimes, for months on end. Then, after a while, most candidates are so spent that they don’t care about landing a dream job anymore. They are willing to settle for anything with a decent salary.
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.
Hodusoft
JULY 19, 2021
HoduSoft at CommunicAsia 2021. The Covid-19 has changed how we live and work. But it has shown us how resilient we are amid challenges as the HoduSoft team joined CommunicAsia 2021 on the virtual platform. Steered at the event by the company’s Co-Founder and Chief Business Development Officer, Kartik Khambhati, HoduSoft. We highlighted the importance of building value for customers.
CSM Magazine
JULY 19, 2021
Online businesses have been booming for quite some time now. And even though new stores pop up every day, the market is still vast, and that’s why so many people are hopping into the eCommerce scene. Sadly, not everyone joining this industry stands to make a profit. Online business owners face lots of challenges that force many stores to shut down. In fact, a good number of stores close down before they break even.
Alorica
JULY 19, 2021
Cali se sigue consolidando como una ciudad atractiva para la llegada de empresas internacionales del sector servicios. Alorica Inc., una de las compañías líderes en el mundo en soluciones de experiencia del cliente (Customer Experience, CX), estableció un nuevo contact center en la capital del Valle del Cauca con el fin de expandir su presencia en América Latina. “Colombia está exactamente donde.
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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.
Knowmax
JULY 19, 2021
Knowledge base system- 4 features of KMS that elevate CX.
SmartKarrot
JULY 19, 2021
One needs to consider a plethora of factors before finalizing a certain pricing strategy. For a SaaS company, a successful pricing strategy is one that focuses on the customer’s perceived value of the offerings. Often, they put up tiers of pricing equations to target different buyer personas, product features, availability and so on. One such strategy that often loses the cut is the geographical location of the user.
Outsource Consultants
JULY 19, 2021
Olympians don’t just “happen.” There are a lot of factors that contribute to Olympic success. Genetics, financial resources, access to top coaching, and exposure to the sport at a young age are all virtual requirements for a decorated athletic career. A country’s topography and climate don’t just impact its chances of performing well in a sport; they often dictate whether the country bothers to compete at all.
SmartKarrot
JULY 19, 2021
Role: Director of Customer Success Location: New York, NY, US Organization: Talent Partners Consulting, LLC As a Director of Customer Success, you will oversee all aspects of Call Center BPO activities as they relate to supporting our customers. Define and implement standards/procedures for ensuring the optimal customer experience. Ensure all systems in the current tech stack are up to date and aligned with best-in-class products within the industry.
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!
Totango
JULY 19, 2021
The COVID-19 pandemic created a new sense of urgency around protecting and nurturing customers by highlighting the fact that customers truly are the core of every business. And in this customer-centered economy, your customer success (CS) team is invaluable. The team’s goal is to retain your hard-won customers and help them grow by deepening the customer relationship and ensuring they are realizing value with your product every step of the way.
Nicereply
JULY 19, 2021
We have some very exciting news for all of our users. Nicereply released a brand new Rating Feed that will provide a comprehensive view of all your customer feedback in one place. The updated feed is packed with several exciting features such as updated appearance, filters, rating detail, rating management options, new scale visuals, rating tags & much more.
CustomerSuccessBox
JULY 19, 2021
We all live in a subscription economy today. We are no longer in the ownership economy, which basically means that you don’t have customers who are purchasing your product but rather you have subscribers who are renting or subscribing to your product or service. For SaaS companies today, there are many aspects of their business to consider when creating and measuring success.
CSM Magazine
JULY 19, 2021
We talk a lot about providing excellent customer service to your external constituents. But what about your employees? When you’re in customer service, whether internal or external, you always have someone that needs your help. HR professionals and internal communication professionals know how hard it can be to help employees throughout the year. Whether they are assisting with navigating benefits, or health and wellness perks, or they are giving help to employees through a benevolence fund, the
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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