Fri.Sep 20, 2019

Why Customer Service is Important to Businesses: Top 5 Reasons

ProProfs Blog

Annually, U.S. companies lose more than $62 billion due to poor customer service. Not surprising, considering Americans tell an average of 15 people about a poor service experience, versus the 11 people they’ll tell about a good experience. .

Moving to Cloud: A Must for Contact Centers

NICE inContact

Everywhere you turn, the calls to move to cloud environments have become prevalent – regardless of system, workload or application, its no secret that cloud has redefined how our most critical systems are deployed and operated. Cloud has matured far beyond its early beginnings nearly 2 decades ago.

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The Ultimate Guide to Vanity Phone Numbers

CallSource Insights

Learn all about what a vanity number is, why and how to get a vanity number, and all things vanity phone numbers. Vanity numbers are great for branding your businesses by providing easy-to-remember phone numbers for your customers.

Guest Blog: Why cross-team collaboration is essential for B2B customer support teams

ShepHyken

This week we feature an article by Robert C. Johnson who writes about the importance of cross-team collaboration when providing B2B customer support. . Simply put, B2B support is significantly different than B2C support.

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ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

How To Overcome Organizational Silo’s To Make Progress

Beyond Philosophy

How To Overcome Organizational Silo’s To Make Progress. In The Fellowship of the Ring , Gandalf the wizard calls all the creatures of Middle Earth—the elves, dwarves, men, and hobbits— to a council. Their goal is to determine what to do with the Ring that threatened to end life as they knew it. Gandalf reasoned that since the Ring was a problem for all of Middle Earth, everyone should be involved. A Customer Experience Council (CX Council) follows Gandalf’s lead.

More Trending

6 Ways a Survey Maker Can Help You

ProProfs Blog

With the world continuing its march towards the digital space, data collection and information gathering have become both; easier and harder. Is that an oxymoronic statement? – Yes. Is it true? Also Yes. Why is that so?

What I Learned from Customer Success Summit 2019

Totango

5 Fun Memories That Made This An Event I Won’t Forget. Customer Success Summit – Team Edition wrapped up last Friday in New York City. Seeing everyone learning, collaborating and sharing was incredibly inspiring and made this definitively the Best Customer Success Summit ever.

Analytics Is King: How RS Components Finds Deep Customer Insight

ForeSee

World-class electronics distributor translates data into higher ROI Read this case study from Adobe to learn how RS Components uses Verint ForeSee and Adobe capabilities to bring behavioral and attitudinal. Client Voices CX Best Practices Measurement & Analytics ROI of CX

NPS, CES, CSAT: Which One is the Best Metric?

GetFeedback

How to use NPS, CES and CSAT to measure customer loyalty and improve the customer experience across the entire organization. Articles

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

The Top 5 Most Important Metrics to Customer Success Teams

TeamSupport

With more companies creating and expanding their customer success teams than ever before, it’s critical that leadership focuses on the right metrics to accurately gauge their work.

Barriers of two-factor authentication

TRUSTID

As consumers demand more secure, non-intrusive interactions with their banks, it’s becoming essential for financial institutions to take steps that help ensure their customer channels are protected from fraud and other social engineering scams without adding more complexity to their customer experience.

7 Ways Customer Service Can Go Wrong

bold360 Blog

We all know that nobody wants nor has time to deal with bad customer service. But unfortunately, bad customer experiences happen every day. And while it’s no consolation to the customers who have been at the receiving end of lousy support, other businesses can learn from common CX mistakes.

??Companies Hiring Seasonal Workers and Save The Date!

Branch Mesenger

It’s that time of year again -- the push for seasonal hiring!

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Vanilla Conversations: A Virtual Conference on May 19-21

Communities are important. They help us learn, grow, share and most importantly, connect—which is especially important during these difficult times. But creating great communities that serve this purpose, or any purpose, can be difficult to perfect, even for the seasoned community manager or enterprise organization. That's why we've created The Virtual Community Expo. Join Vanilla Forums for their free 3 day expo, where you'll hear from nearly 30 speakers on all things that matter in the community space. We can't meet in person, and so, this is where the conversation continues.

Q&A: How to Build Effective Customer Success Plans

ChurnZero

Q&A: How to Build Effective Customer Success Plans. Every Customer Success Plan has a secret sauce that turns it from just a plan on paper to something a team can actually execute and deliver successfully.

Leverage Gamification to Level Up Customer Support

Noble Systems

How well are your customers being served by your customer support contact center? Are your agents delivering the best possible experience when customers engage with your business? Knowing how well your customer support team is performing is essential for continuous improvement.

What Do McDonald’s AI Investments Say about the Future of Customer Service?

LiveChat

Last week, McDonald’s bought Apprente, a technology firm specializing in artificial intelligence (AI) systems to take orders in quick service restaurants (QSR). They mentioned drive thrus in the press release. And drive thrus account for around %70 of their sales.

Good CX Requires Great CX Design

SmartAction

Commentary by Mark Landry, Human Experience Activist September 10, 2019. Great design is just as important as the underlying technology in Conversational AI solutions. While it takes engineers to build AI solutions, it requires an artist to use it effectively.

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

Leverage Gamification to Level Up Call Center Service and Support

Noble Systems

How well are your customers being served by your call center service and support center? Are your agents delivering the best possible experience when customers engage with your business? Knowing how well your customer support team is performing is essential for continuous improvement.

From Chaos to Clarity: How Support Can Build a Knowledge-Sharing Culture

Squelch

On August 27, Squelch presented its third webinar in partnership with the Technology Services Industry Association (TSIA). The topic was knowledge management, with a particular emphasis on How Support Can Build a Knowledge-Sharing Culture.

Audit Your Service Provider – Send Us Your Phone Bill!

VirtualPBX

Have you looked at your business’s phone bill lately? You might be paying more than you need to. We’d like you to consider VirtualPBX for your next Business Phone System , so take a few minutes to examine your current phone bill.

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From Chaos to Clarity: How Support Can Build a Knowledge-Sharing Culture

Squelch

On August 27, Squelch presented its third webinar in partnership with the Technology Services Industry Association (TSIA). The topic was knowledge management, with a particular emphasis on How Support Can Build a Knowledge-Sharing Culture.

The 2019 Technographic Data Report for B2B Sales Organizations

In this report, ZoomInfo substantiates the assertion that technographic data is a vital resource for sales teams. In fact, the majority of respondents agree—with 72.3% reporting that technographic data is either somewhat important or very important to their organization. The reason for this is simple—sales teams value technographic data because it makes essential selling activities easier and more efficient.

Maximizing Your ROI with Call Center Technology

ChaseData

As with any business, your contact center likely makes maximizing your return on investment - or ROI - a priority. When you pour money into your company, you expect to see some kind of return on that expense.

From Chaos to Clarity: How Support Can Build a Knowledge-Sharing Culture

Squelch

On August 27, Squelch presented its third webinar in partnership with the Technology Services Industry Association (TSIA). The topic was knowledge management, with a particular emphasis on How Support Can Build a Knowledge-Sharing Culture.

How Important is Customer Service to Organizations?

Aspect

The purpose of any business is to maximize profits for the shareholders. Generally, there are two ways in which this is accomplished: increasing revenue and reducing cost.

Global Market Research Firm Makes The Case For Alorica’s Insanely Great Customer Experience Solutions Delivered From The Philippines

Alorica

Frost & Sullivan’s Market Insight Report Outlines Why Brands Should Leverage the Digital Transformation Provider’s World-Class People, Technology, Processes and Expertise in the Country IRVINE, Calif. – (Sept. 20, 2019) – International research firm Frost & Sullivan reported on Alorica Inc., a global leader in customer experience solutions and CCW’s BPO of the Year, highlighting the. Source. Press Release

The Time-Saving Power of Intent Data for Sales

By using the power of intent data, capturing buyer interest has become more feasible for sales. Not only that, but using it will save immense time during your workflow; a win-win on all fronts.