Mon.Nov 04, 2019

Convenience: The #1 Way to Improve Your Brand’s Customer Experience

Transparent BPO

This post — part four of our Expert Interview Series — features author, speaker, and customer experience consultant, Shep Hyken. A recent Forrester study reported that customer experience (CX) in 2019 is a mixed bag.

Siloed Outbound Call Centers are Struggling


Phasing out silos Traditionally, call centers have focused on either outbound or inbound business, or conducted outbound and inbound customer communication with largely siloed and unconnected systems.

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Improving Customer Experience for the Holidays Will Ring in Benefits throughout the New Year


For retail businesses, many of the people who shop with you this holiday season will interact with your contact center. For some customers, it may be their first purchase or interaction with your brand.

The State of Voice of the Customer (VoC) for B2B Companies


Voice of the Customer (VoC) programs have been emerging across the board in the last few years. But have they been thriving? Bob Thompson of CustomerThink doesn’t believe so. .

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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!

Discussing The Experience Economy With Joe Pine

Customer Experience Matters

Bruce Temkin and Joe Pine discuss the Experience economy, and the re-release of Pine's seminal book. The post Discussing The Experience Economy With Joe Pine appeared first on Experience Matters. Customer experience Disrupt Experience Economy Joe Pine

More Trending

Bring the Skills of the Theatre to Your Face-to-face Customer Service Training

CSM Magazine

To deliver the best Face-to-Face service you must think like a customer. Put yourself in their shoes and consider how you would feel being served by you. You need to be aware of your body language and your tone of voice and how both are affecting the perception customers have of you and your company.

Best USA Virtual Phone Number Providers


So you’re looking for a great USA virtual phone number provider for your business. Since you found this post, you probably already have an idea of what you’re looking for – and what you’re trying to avoid. Maybe you've been charged premium pricing for a VoIP number service that doesn’t deliver.

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The Future of Brand Building is Customer Centricity


Marketing is an old profession. It’s been around for hundreds of years in one form or another. But w ith the advent of digital in the early 80’s, companies began taking a serious look at their marketing strategies.

The State of Voice of the Customer (VoC) for B2B Companies


Four Voice of the Customer (VoC) trends for B2B businesses in 2019 that will teach you how to compete in CX with other brands in your industry. Articles

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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.

68 countries and counting…. Welcome Nigeria to Spearline Fixed Line Testing!


Hello Nigeria! 68 countries and counting … Welcome Nigeria to Spearline Fixed Line Testing! We are pleased to announce that we have a fixed line certified and available for testing in Nigeria. We secured the line directly with one of the major telecoms carriers in Nigeria - Vodacom Nigeria.

When and How to Bring Executives Into Customer Interactions


In the day-to-day business dealings of a Customer Success Manager (CSM) and customers, the main interactions are typically with end users, project leads, or decision makers.

Specific Strategies to Empower Your Call Center Business


It is not easy to run an operationally efficient call center. An efficient call center is one that delivers a high quality client experience. Consumers have a high expectation for quality support and customer service. Some corporations feel that a call center is a waste of financial resources.

When and How to Bring Executives Into Customer Interactions


In the day-to-day business dealings of a Customer Success Manager (CSM) and customers, the main interactions are typically with end users, project leads, or decision makers.

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.

Looking for Urgent Back Office Outsourcing? Here’s How We Can Help


With the way that technology has reshaped the modern workplace environment, it wouldn’t be incorrect to state that it has also changed back office outsourcing dramatically. Temp agencies that were once all the rage have now stepped aside in favor of the gig economy.

How Low Can You Go?! Customer Success for Your SMB Segment

CSM Practice

Some foundational questions still require attention in our growing customer success community. These questions include customer success funding and reporting, as well as appropriate customer segmentation.

CXNext Live: Today’s Biggest Knowledge Base Challenges and Opportunities

bold360 Blog

Here it is nearly 2020, and knowledge bases are still a hot topic. In fact, Forbes and CIO Review recently published articles about why knowledge bases (KB) are the next big thing, and how AI can help CIOs make knowledge management (KM) systems more impactful, respectively.

Welcoming Arun Kumar, SVP, Data & Insights

Hero Digital

Hero Digital , the leading independent customer experience (CX) company, today announced the appointment of Arun Kumar as SVP, Data & Insights.

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.

October Writing Roundup

Jon Arnold

Despite all the travel and new client work, I managed to get my share of writing done during October, and here are the highlights. While I have you, my November newsletter will be going out this week, and if you’re a subscriber, you’ll see some references there to my October writing highlights.

Quality Assurance Best Practices - 10 Tips That Never Expire


Looking for quality assurance tips to make your call center the best it can be? Look no further than these ten tips, based on the thoughts and experiences of call center industry leaders: Call Center Management

The 8 most asked questions people have about call tracking, and their answers


At Infinity, we live and breathe call tracking. There isn’t a tick on a tracking pool mouse that we don’t know about. However, we know this isn’t the case for everyone.

#IAmAlorica: Meet Samson Seelan


Meet Samson, Director of Strategic Onboarding for Latin America and the Caribbean. When he’s not devouring paches (his favorite Guatemalan dish), he can be found painting gorgeous landscapes and making friends! Find out more about him in our latest #IAmAlorica video. link]. Source. Video #IAmAlorica 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.

The Art of Customer Engagement in a Digital Age


Learn why you need to meet customers where they’re at. The post The Art of Customer Engagement in a Digital Age appeared first on Concentrix. Thought Leadership Resources


Is technology holding you back from delivering exceptional customer service? 5 ways to buck the trend


Don’t let technology come between you and exceptional customer service. That’s the message from Rebecca Philp, Product Manager at Teleopti, a Calabrio Company as industry statistics reveal four in every five contact centers are frustrated by technology. Here are 5 ways to buck the trend using a winning formula based on WFM. . According to recent research , 79.3% of professionals in the contact center industry are frustrated with their technology.

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The Right Insight

C Space

The Right Insight. What makes a successful customer insights leader? Here’s a guide to the challenges and strategies of some of the best in the business. Tweet. Robert Howie. Managing Director, Growth at C Space.

Video: Shopify store – Conversational Commerce


Share This Story. Your customers are already using their cell phone, computer, or tablet to browse your Shopify store. Why not give them the mobile experience they’ve come to expect. Quiq Messaging makes pre-sales support and post-sales service fast, convenient, and easy.

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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.