TeamSupport

JANUARY 24, 2020

The concept of “customer churn”, or customers leaving a business, is something that keeps executives around the world awake at night. Especially in the B2B (business-to-business) industry, losing just one major customer can make or break a business. So, what can companies do to ensure churn rates remain as low as possible? Here are six tactics: 1) Focus on public-facing customer data – Are your customers talking about your business online for the world to see?

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Vcaretec

JANUARY 24, 2020

With your customer base growing constantly, chances are that your call center will be at max capacity in no time. Hence, you will begin searching for a reliable and affordable solution to aid you in ramping up customer assistance. The next logical step would be to contract a service provider (third party). The third-party service provider is known as Business Process Outsourcing (BPO).

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ChurnZero

JANUARY 24, 2020

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ShepHyken

JANUARY 24, 2020

This week we feature an article by Brett Patrontasch, CEO of Shyft. Brett provides three insightful ways to help improve customer satisfaction and employee empowerment. Most retail businesses understand that the best service strategies won’t succeed if store-level employees don’t feel motivated. When given proper training, support, and encouragement, employees can make your business.

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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.

Beyond Philosophy

JANUARY 24, 2020

The Secret of Pricing. Academia has a problem with names. They are not always, well, intuitive. Hyperbolic Discounting is an excellent example of a pertinent business area disguised in a difficult-to-interpret label. Hyperbolic Discounting does not mean what you might think. If you take a look at the words in the name, you probably imagine it means embellished markdowns.

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Consulting Consulting Customer Experience Marketing 329

Customers That Stick

JANUARY 24, 2020

So, how do you nail your customer service job interview? The first thing is to do all of the basics: be professional, research the company, even research the person you’re interviewing with. Past that, if you’re trying to get into customer service, I’ll give you one tip. Show that you have a focus on customers and what that means. Show that you believe in the importance of customer service and that — and here’s a keyword that should score you points — that you believe customer

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Eptica

JANUARY 24, 2020

Date: Friday, January 24, 2020 Author: Tom Walmsley - Business Development Manager 3 customer churn symptoms and cures. Published on: January 24, 2020. Author: Tom Walmsley - Business Development Manager With the continued rise of customer experience programs often championed at the board-level, we see many companies investing heavily in the key battleground of increasing Customer satisfaction and loyalty.

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Tethr

JANUARY 24, 2020

What if everything you thought you knew about measuring customer service and the customer experience was wrong? . Customer Satisfaction (CSAT) Score and Net Promoter Score (NPS) are ubiquitous customer service metrics. CSAT asks customers to rate the quality of their experience with a business, assigning a score to an in-store visit, online shopping event or phone conversation with a customer call center.

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Customer effort Metrics Call Center Surveys 84

HelpCrunch

JANUARY 24, 2020

Check these 12 all-too-familiar customer service memes and see that you're not alone in your frustration. The post 12 Customer Service Memes You Can Relate To appeared first on HelpCrunch blog.

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Customer Service 79

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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

Tethr

JANUARY 24, 2020

You settle down for the night, planning to finally watch that HBO film you recorded weeks ago. The kids are in bed, the popcorn is popped and you have arranged yourself on the couch in a way that says “no, I don’t plan on moving for the next two hours.” You hit the ‘recordings’ button on your remote, only to find that every single one of your recorded episodes and movies have vanished from the DVR.

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Jon Arnold

JANUARY 24, 2020

In short, it’s AI and CX, but to get the rest of the story, please check out our latest podcast here. As usual, newsletter subscribers got this earlier in the month, and now I’m sharing it publicly. Lots of change coming in this new decade, and would love to hear your thoughts on our outlook.

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Contact Center 73

Guru

JANUARY 24, 2020

Guru's CEO and co-founder Rick Nucci recently sat down with Harry Stebbings, host of the 20 Minute VC podcast and touched on everything from his vision for knowledge management to building a company culture, effective leadership, refining the interview process, and what it means to be a tech company outside of a traditional tech hub. Check out this illuminating and wide-ranging interview on iTunes , Spotify , and the The 20 Minute VC website.

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NICE inContact

JANUARY 24, 2020

NICE inContact has sought the guidance of our customers that are succeeding in call center excellence from Amy Latzer, Chief Operating Officer of 211 LA, Los Angeles County’s Health & Human Services Organization which provides citizens access to social services.

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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

ChaseData

JANUARY 24, 2020

You know your contact center agents work hard. You’ve seen them in action. But do you know how effective their hard work really is? How productive are your agents? It can be hard to determine how efficient their efforts are when you’re only seeing part of the big picture each day. Having a call center performance scorecard - and a sensible way to collect the information you need for one - is your best bet for getting a better idea of your agents’ true level of efficiency and productivity.

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Call Center Education Contact Center Management 52

Quiq

JANUARY 24, 2020

The post 2020 Retail Mobile Trends Report appeared first on Quiq.

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