Fri.Nov 19, 2021

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Guest Post: How to Level-Up Your Email & SMS CX This Holiday Season

ShepHyken

This week we feature an article by Devin Pickell, a Growth Marketer at Nextiva. He shares his quick tips for keeping your customers informed through email and SMS to level up their buying experience. . The holiday season is fast approaching, and you’re an online merchant expecting a large volume of orders to come through soon. That’s great news! But while you’re fulfilling orders, it’s imperative that you keep your customers in the loop on channels like email and SMS.

Marketing 201
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The secrets to driving up First Contact Resolution rates

Eptica

Date: Friday, November 19, 2021 Author: Pauline Ashenden - Demand Generation Manager The secrets to driving up First Contact Resolution rates. Published on: November 19, 2021. Author: Pauline Ashenden - Demand Generation Manager Today, customer service is central to differentiating your company. And being able to resolve customer queries on the first call is one of the hallmarks of good customer service.

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Lumoa x Slush 2021

Lumoa

Chat with Lumoa at Slush Built from the ground up with AI, Lumoa allows you to make faster, smarter, and the right decisions based on the Voice of the Customer. Fill out the form below to book a time to meet Lumoa at Slush on 1-2 December. What is Slush? Slush is a student-driven, not-for-profit movement on a mission to create and help the next generation of groundbreaking entrepreneurs, originally founded to change attitudes toward entrepreneurship.

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How to Comply With Telemarketing Rules in 2021

Quality Contact Solutions

There have been many changes to telemarketing rules and regulations in 2021. The most notable change was the April 1, 2021, U.S. Supreme Court decision in Facebook v. Druid. That decision effectively neutered the plaintiff’s bar in their pursuit of Telephone Consumer Protection Act (TCPA) class action lawsuits across the U.S. Here are the top takeaways from the decision: The decision narrowed the definition of an autodialer.

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The 2023 Verint Experience Index: Retail

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

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Should Loyalty Metrics be Reassessed Post-Pandemic?

Concentrix

Learn how the pandemic has changed what drives customer loyalty so you get the most from your customer feedback. The post Should Loyalty Metrics be Reassessed Post-Pandemic? appeared first on Concentrix.

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How to Train Your Collectors for Reg F

Arbeit

The reality of Reg F is that changes to your systems, policies and training should be ongoing. No matter where you are in your preparation, it's never too late to start, and it will require constant adaptation - as long as the rule is around. . The post How to Train Your Collectors for Reg F appeared first on Arbeit -.

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UCaaS and CCaaS: Better Together for Cloud Migration - my Latest on No Jitter

Jon Arnold

This is a great topic, and while there’s a good case still for best-of-breed, the rationale for putting these together is solid for lots of use cases. My latest No Jitter post is another take of mine on the topic, especially about the importance of picking the right type of partner. Integrating UCaaS and CCaaS is harder to do than it looks, and vendors are all over the map in terms of having the right capabilities.

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Conversations with Clients: Joe Benevides, Plus Relocation

COPC

“They really dug in, understood the drivers of our business, understood how our processes work and applied their standards and concepts to our business in a very meaningful way.” . – Joe Benevides, Chief Operating Officer of Plus Relocation Services. . For the past 25 years, COPC Inc. has been the industry leader in driving performance improvement in customer experience (CX) operations, vendor management organizations and contact centers worldwide.

Finance 52
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Creating a Better Collections Experience

Uniphore

When customers miss payments, it’s up to collections departments and agencies to recover what is owed. This can be a stressful process for delinquent customers (often experiencing financial hardship) and businesses trying to balance recovery with maintaining a positive customer relationship and brand reputation. The addition of debt collection regulations further complicates an already delicate interaction.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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7 notable takeaways: US demographic trends in online vs in-store shopping

delighted

This post contains key demographic takeaways from our 2021 Omnichannel Consumer Trends study. . Shopping patterns in the US have changed dramatically since January 2020, when the first coronavirus case was reported in the US. Consumer spending plunged amidst lay-offs and shelter-in-place orders. Over 100 retail chains pulled down their shutters temporarily in March and April 2020 and unemployment skyrocketed.

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Self-Driving Cars and Self-Service Contact Centers: How Close are We?

Vistio

Remember the days of travel before GPS? The days where we were dependent on AAA, purchasing large, clunky maps that often caused strife on many a family road trip? . You would buy whatever maps that covered all the places you might want to go. Then to get to your destination, it was up to you to know where you were, find where you wanted to go, and then interpret on the map the best way to get there.

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How To Make Your Business Website More Appealing

CSM Magazine

Your business website is your online salesperson. It is the front line for all of your marketing initiatives. If it isn’t effective, or if it’s difficult to get through, you are missing out on sales opportunities every day. The following tips will help you make a better site for your business. Consider White Label Web Design. White label web design is a Web design technique where designers create websites with each client’s company name replacing the original brand name, for ex

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How to Observe International Men’s Day 2021

LiveVox

November 19th marks International Men’s Day (IMD). Launched in 1999, IMD is now celebrated in more than 80 countries worldwide. Why is there a special day dedicated to men? International Men’s Day aims to challenge the rigid stereotypes around masculinity and raise awareness of the harmful effects on the mental and social well-being of men […].

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The Open CCaaS Advantage Report

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.

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Nov 19 – Customer Success Jobs

SmartKarrot

Role: Director of Customer Success Location: Remote, United States Organization: Timescale As a Director of Customer Success, you will identify and implement strategic and tactical methods that constantly improve customer experience. Establish and track KPIs. Define and evolve engagement strategy with VP, Customer Care including roles and responsibilities, customer segmentation, coverage model, and engagement model.

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150+ Poll Questions to Engage Your Target Audience

ProProfs Blog

At some point in time, we all have answered a poll – Whether it was a question about our ideal election candidate or our favorite beverage brand. We love when somebody cares about our opinions. . And just like online surveys, poll questions are also a great way to gauge public opinion on a specific topic. A poll is nothing but a mini-survey having one or two questions that help you connect with your audience for on-the-spot feedback.

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Don’t Waste Time! 6 Facts You Need to Know About Voice Intelligence

SmartKarrot

For most of us, the ultimate form of luxury would be to have an assistant who would always listen to your calls, anticipate your every need, and take the desired action. That luxury can now be availed of thanks to voice intelligence. . Voice assistants are the primary tools that help you carry about a wide array of actions based on what you say or command.

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Beat Customers to the Customer Service Line with Artificial Intelligence

CSM Magazine

Daniel Fallmann, Founder & CEO of Mindbreeze explains how artificial intelligence can be utilized to provide a holistic view of customers and help identify potential problems ahead of time. In the world today, time is everything. Everybody is looking to save time and use it productively. With customer service, this is no different. Customers want to get help fast, and if your company fails to provide it, you risk losing their business.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

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Destiny and the Revolution: How the future of Uniphore is the future of customer experience

Uniphore

By Jeannie Walters The future of customer experience is exciting in many regards, but what’s happening around low code/no code opportunities is downright fascinating. I had the privilege of interviewing Umesh Sachdev, CEO of Uniphore, and Yochai Rozenblat, former CEO of Jacada, soon after the acquisition of Jacada was finalized. We talked about topics ranging from data to destiny.

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Introducing TheLoops 1.0 – An Intelligent Support Operations Platform

CSM Magazine

TheLoops , an intelligent support operations platform, today announced the release of version 1.0 of its enterprise-grade platform. TheLoops transforms the support experience, enabling agents to make decisions faster and deliver modern support with real-time access to operational customer product feature data within tools such as Salesforce, Zendesk, Intercom and Jira.

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Brands Get More Personal in 2022

CSM Magazine

Inge De Bleecker, Vice President of CX at Applause looks at three ways brands can personalise the customer journey, provide meaningful interactions and improve customer engagement. There’s nothing new about personalisation. It has been a central pillar of brand marketing and customer engagement since the turn of the century. Over the last 20 years it has evolved to feature in all aspects of digital marketing and advertising, customer comms and even omni channel experiences.