Steve DiGioia
AUGUST 17, 2020
Always address the point of the argument, NOT, the emotions attached to it. Example: John is upset that his suggestions for improvements to an upcoming project weren’t adopted, so he vents his frustrations about being overlooked or undervalued. He lashes out at those around him and storms out of the meeting. It’s easy to dismiss John as “having a tantrum” or “acting childish”.
ShepHyken
AUGUST 17, 2020
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. Customer Experience Emerges As A Critical Strategy For Small And Medium Sized Businesses by Maria Morais. (Forbes) In its report, “Digital, Resilient, and Experience-Driven,” the global economic consultancy and thought leadership firm found that 53% of top performers
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TELUS International
AUGUST 17, 2020
Telemedicine has grown exponentially during COVID-19. Here are five digital transformation and CX lessons we can glean from its meteoric rise.
Hello Customer
AUGUST 17, 2020
Ah, the IT team. It’s fair to say: they’re not everyone’s best friends. Known for often slowing down buying processes or keeping the security protocols very tight, some CX professionals see them as the necessary evil they need to deal with on a daily basis. However. When we look at what makes a great customer experience, it’s often the background processes that make the difference.
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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.
Cincom
AUGUST 17, 2020
Improving Customer Experience: Moving from Ideas to Actions. Organizations, large and small, have launched initiatives and projects aimed at improving the experiences they provide to their customers and channels. While the notion of the customer experience is not new, the energy and action the business world is devoting to this area has reached new levels.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Alorica
AUGUST 17, 2020
Learn more about Alorica’s COVID-19 response and work at home solutions by checking out the Office Hours 41 Linkedin live stream recording with Colleen Beers, President, North America & Europe Operations. Click on the image below to watch, with Colleen’s interview starting 16:24 minutes into the live stream. Source.
Topdown
AUGUST 17, 2020
A number of similar-sounding terms are currently being bandied about in the tech industry. To make matters worse, what were once distinct dividing lines defining content-oriented technologies, these boundaries have now become fuzzy. Let’s pause a moment and take a look at the similarities and key differences. You’ll come to have a better understanding of the relationship between customer communication management (CCM) and the customer experience (CX).
inmoment
AUGUST 17, 2020
It’s not uncommon for organizations to consider customer experience (CX) programs a nicety—something powerful, no doubt, but also just a luxury instead of an essential component of business success. This attitude prevails even as today’s marketplaces become more competitive and the COVID-19 pandemic changes customer wants and needs faster than many brands can keep pace with.
TeamSupport
AUGUST 17, 2020
As published in business.com , June 2, 2020. There are two types of viewpoints when it comes to B2B (business-to-business) customer support. The first approaches B2B customer support as a cost center, or a necessary expense for running a business. After all, having a support team is required for your product, and it’s just something you need to have.
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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
Influitive
AUGUST 17, 2020
In the most recent installment of our customer success webinar series, I had the opportunity to chat with the two rockstars behind Marketo Engage’s award-winning customer advocacy program: Kevin Lau, Global Head of Customer Advocacy, and Will Harmon, Customer Marketing Manager. Purple Select, part of Marketo Engage’s portfolio of advocacy programs, nabbed the 2019 BAMMIE […].
TeamSupport
AUGUST 17, 2020
On August 13, 2020, co-founder and CEO, Robert C. Johnson, handed the reigns to Pete Khanna as the company’s new CEO. We sat down with Pete to welcome him to TeamSupport, get to know him a little better, and learn about his vision for the next chapter in our story. Here’s what we found out. TS: Pete, let’s start with having you tell us about yourself, both your professional background and some personal tidbits.
Select VoiceCom Blog
AUGUST 17, 2020
Data entry is an essential function in running a business organization. Data can come in different types and forms and therefore needs to be managed properly as data quality and accuracy contributes greatly to a company’s success. However, doing data management as well as other business functions all at the same time can be a […]. The post Benefits of Outsourcing your Data Entry Services appeared first on Telemarketing & Call Centre Outsourcing in Philippines.
Hello Customer
AUGUST 17, 2020
Ah, the IT team. It’s fair to say: they’re not everyone’s best friends. Known for often slowing down buying processes or keeping the security protocols very tight, some CX professionals see them as the necessary evil they need to deal with on a daily basis. However. When we look at what makes a great customer experience, it’s often the background processes that make the difference.
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
AUGUST 17, 2020
If you’re running an eCommerce business, you already know how much competition there is in today’s online world. Read on to learn how to ensure your business succeeds. It seems everybody is opening an eCommerce store these days and it’s only a matter of time before a competitor moves in and takes a share of your customer’s wallet. One of the ways you can fight back is by providing excellent customer service.
Connect
AUGUST 17, 2020
Collaboration is one of the defining features of the unified communications (UC) landscape. Today, team platforms act as a communication platform for the entire company – an easy and convenient way to collaborate and provide excellent user experience.
Wowdesk Blog
AUGUST 17, 2020
Feedback from customers is important for companies that want to grow. These not only help in gathering valuable customer insights but also allows businesses to identify the drawbacks of their product & service. . Complaint handling delivers extremely crucial information that helps an organization to assess and refine its areas of improvement. You can make use of a power-packed complaint software to handle your customer feedback and build lasting professional relationships. . 5 reasons why co
CSM Magazine
AUGUST 17, 2020
Work-related injuries occur all the time and since most of them are accidents, it is difficult to avoid them completely. Some steps must be taken for the process to pass as safely and smoothly as possible. However, there are different types of work-related injuries, including overexertion, slips, trips, falls, workplace violence, and accidents with equipment or objects.
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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.
SmartKarrot
AUGUST 17, 2020
What is customer experience (CX)? In short, the customer experience encompasses every interaction a brand has with its customers. It is a composite of every human or non-human way you encounter the brand and how those shape your perception of a business. Delivering a great customer experience paves the way for business success. Satisfied customers who promote your brand to their friends, family, and peers are invaluable.
C3Centricity
AUGUST 17, 2020
Denyse Drummond-Dunn · What a customer first strategy means today. “Never miss an episode. Subscribe on Apple Podcasts to get new episodes as they become available.”. I know, you probably don’t want to read yet another article about the post-pandemic era, especially when the infection numbers in many countries are once again headed in the wrong direction!
SmartKarrot
AUGUST 17, 2020
Today’s businesses follow many types of revenue models. Perhaps the most common, oldest example is a one-off transaction in which a product is exchanged for currency. This takes place when you pop into a store to purchase a bottle of water. Other examples include leasing/renting, contractual, commission-based, and subscription-based (or recurring revenue) model.
SmartKarrot
AUGUST 17, 2020
Role: Renewals Customer Success Manager Location: Heathrow, FL, US Organization: Veritas Technologies LLC As a Customer Success Manager, you will have to establish yourself as a trusted advisor within assigned accounts through identifying, creating and promoting compelling insights that will accelerate customer business goals and drive Veritas adoption leading to strong renewals and growth opportunities.
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!
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