Tue.Sep 22, 2020

Knowledge Management: Four Selection Criteria to Increase Customer Lifetime Value

Contact Center Pipeline

Knowledge management (KM) has become an important part of a contact center’s tech stack. In fact, according to Contact Center Pipeline’s 2020 contact center trends survey, of the top 20 challenges, “lack of, or bad desktop tools” (KM being one) ranked second.

Boosting Field Service Efficiency with Augmented Reality


Field service organizations in 2020 are challenged to continue providing the service excellence their customers expect while minimizing human contact.

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4 Contact Center Technologies You Need to Win Over Gen-Z


Gen-Z’s expectations of technology are far higher than previous generations. If you don’t start implementing these essential four technologies into your business, you’re going to have serious trouble connecting with this generation of digital natives.

Building Your Product Adoption Strategy: 5 Ways to Improve Customer Engagement


Customer success in the 2020s is a precision business. Just as resource companies have boosted yields and increased prospect success rates through the adoption of increasingly accurate scientific measurements, striking gold in customer success has become a product of data and observation.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

3 Factors To Increase Healthcare Sales With Virtual Selling

Integrity Solutions

by Mike Esterday. There are three factors that play a pivotal role in healthcare sales reps’ ability to adjust to this virtual selling environment and deliver value that results in more appointments and more closed deals.

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Direct Inward System Access (DISA) Has Come to VirtualPBX


The Direct Inward System Access feature is now a part of all VirtualPBX Business Phone Plans. With DISA, you call into your phone plan to initiate an outbound call. This allows you to show your company caller ID instead of the ID associated with the device you’re calling from.

Unstructured Data: Cloud to the Rescue… Right?


One way to overcome a lot of the previously mentioned challenges and concerns with storing such large amounts of unstructured data is to move it to a public cloud provider. As for the previously discussed challenges of legacy NAS filers, most of those concerns would no longer be applicable.


How to Engage with your Remote Employees During a Pandemic

Russel Lolacher

If anything a global pandemic has taught us, is the importance of engaging with our staff, especially remote employees. A pandemic certainly changes the way we work, but it shouldn’t change prioritizing the employee experience and maintaining relationships with them.

How to Improve Engagement Rates for Customer Service Employees

Advantage Communications

In customer service teams, attrition rates are often two or three times higher than other industries.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

3 BIG RYG Sessions that Help You Level Up as Customer Success Manager


Being a phenomenal Customer Success Manager doesn’t just come naturally. Those of us in the world of CS know that learning from peers and building upon existing skills is a must. Always staying abreast of the latest trends and developments is essential to your long -t erm success. .

Supporting children’s hospitals and their healthcare providers


This summer, U.S. News published its 14th annual Best Children’s Hospitals rankings, and Nuance is proud and honored to partner with 9 of the top 10 organizations on this list.

Improving your Customer Experience with Spearline


Many customers usually pick up the phone when they have a pressing, emotional issue to resolve. Yet connectivity and audio connection issues sometimes can often make a difficult situation for the customer even worse.

Aligning Customer Success Mindset to Meeting Business Goals by Orchestrating an Intentional Customer Journey


Vincent Manlapaz, in an interview with Doug Snow, talks about the importance of building a CS organization that meets the business objectives of the company and its customers. Customer Success Customer Advocacy Customer Engagement Customer Experience Customers Onboarding saas

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

Your Customers’ Journey is Different and More Complicated Than Ever


Every team member of every customer-centric business knows that their customers have been going through upheaval this year. And during times of rapid change, people’s priorities often shift in unanticipated ways. But for many people this year, needs, wants, and expectations didn’t just change.

Powerful, easy-to-use student-centered portfolios


“With FreshGrade, teachers now have the tools they need to provide immediate feedback to students as they are learning “ DAMIAN COOPER, CANADA.

What is Multi-cloud and Why Does it Matter?


Playwright George Bernard Shaw said, “The single biggest problem in communication is the illusion that it has taken place.”. Cloud cloud solutions technology multi-cloud multicloud

Now, You Can Have Your All

Chip Bell

True confession: I am a huge Queen fan. And, one of my favorite songs is their “I Want it All.” The Brian May lyrics convey an assertive search for a dream come true. The message of the singer is a pronouncement that says: I gave in to external events along the way to live a lesser life than I could and now I am going for my all , not just for my some. I am willing to courageously surprise you (shake you to the ground) by what I can become.


The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Poly Wins Frost & Sullivan’s 2020 Technology Innovation Award


As we move into the final months of 2020, to say this year has been a ‘challenge’ feels like an understatement. The COVID-19 pandemic spurred unprecedented levels of complexity due to new work from home policies, social and family dynamics, a strained supply chain, and more. Thankfully, here at Poly, we had the right people [ ] The post Poly Wins Frost & Sullivan’s 2020 Technology Innovation Award appeared first on Poly Blog.

10 Tips to Respond to Customer Complaints the Right Way


Source: Unsplash. To sustain through the cut-throat competition, every business tends to become customer-centric. Eventually investing in ‘support and service’ helps businesses understand customer complaints. However, there is always a silver lining when it comes to customer complaints.

How to Add Live Chat to Weebly Websites


Live chat is faster and the best way for your customers to talk to you. Live chat provides a far better experience than the contact forms or communicating through emails. In this post, we will see how you can add a live chat to Weebly websites.

Satisfied Customers are Your Best Advertising Strategy


There is nothing more effective marketing strategy than when it comes directly from your existing customers. No matter what marketing strategy you adopt, your prospects would be more moved when they hear from your satisfied customers. Marketing now has become more saturated than ever.

Customer Communities Elevate the Customer Experience

Speaker: Rachel Happe

An online community is an increasingly vital part of many leading companies’ support strategies. Creating a branded place where your customers can ask and answer questions, interact with each other, and search for the information they need is a great way to decrease the burden on your staff and allow them to focus on the customers that really need their help. Join us at 9:00 am EST on Nov 18th for this talk by Rachel Happe, founder of industry-leading strategists The Community Roundtable, you will learn the effectiveness of community in empowering your customers, and generating value for your business.

Amazing Business Radio: Jerry Campbell


The Right Way to Measure Amazing Customer Service. How to Create an Empathetic, Omnichannel Service Experience. Shep Hyken interviews Jerry Campbell , Head of Customer Experience and Social Engagement at 7-Eleven.

Sales and Customer Success: Key Differences and Similarities


We chat a lot on the sales and marketing duo, but do you know what we don’t talk much about? The newbie alignment of sales and customer success. Of course, there was a time when it was just customer service and sales in the question. But now that time has changed, so has the equation.

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Brand Move Roundup – September 22, 2020

C Space

The Brand Move Roundup – September 22, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. In early March we began reporting daily on how brands were dealing with Covid-19. But it’s become clear that the current climate is one of near-perpetual disruption, so we decided to keep on telling the stories of inspiring brand leadership and strategy amid the latest crises in an anxious world.