ShepHyken

FEBRUARY 25, 2022

This week we feature an article by Janine Hunt, Client Partnership Director at Kura , a company that provides customer service solutions by outsourcing contact center services and software solutions. She shares how customer service is the deciding factor to your customer’s loyalty to your business. According to Forbes, 96% of customers would leave your business if you deliver a bad customer experience. .

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outsourcing Customer retention Contact Center Customer Service 156

Contact Center Pipeline

FEBRUARY 25, 2022

I have had the pleasure of staying in touch with Trey Briggs, President of BCI over the past several years as he has continued to refine his agent training. Today, I am highlighting his company’s unique training and performance management product that ensures service excellence in every call. Q. What makes BCI unique to the […].

Customer Service 130

Customer Service Management 130

Totango

FEBRUARY 25, 2022

Have you seen what Totango is working on? We wrapped up 2021 with a few game changing innovations and are excited to get on the road again with another exciting year of new features. . In 2022, we’re upping our game on customer engagement, creating more team collaboration experiences, connecting Totango to more of the tools you use everyday, and supporting your organizational changes and evolution.

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Enterprise 94

Advantage Communications

FEBRUARY 25, 2022

Businesses have experienced some significant changes in how they operate and communicate with their customers over the past couple of years. The pandemic has been the driver of reduced operating hours, a surge in online sales and workforce interruptions.

Customer Service 98

Customer Service Sales 98

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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.

Help Scout

FEBRUARY 25, 2022

Here are the best tips, tricks, and templates to use to improve your team’s processes for writing exceptional customer service emails.

Customer Service 110

Customer Service 110

Avoxi

FEBRUARY 25, 2022

Tips to Turning Your Contact Center into a Revenue Machine It was an exciting couple of days for AVOXI at BINA's virtual 2022 Contact Center Summit. While we got to share the value in cloud technology for remote teams, we also got to hear from others on their ideas for creating a harmonious and profitable… The post Tips to Turning Your Contact Center into a Revenue Machine appeared first on AVOXI.

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Contact Center Technology 62

Interactions

FEBRUARY 25, 2022

“Customer service isn’t what it used to be.”. Have you ever heard someone say this? Or maybe you’ve muttered it yourself after failing to resolve an annoying issue with a brand over the phone. . It’s funny how despite technology advancing, the way that customers feel about service has somehow gotten worse. . But we can’t be too surprised. As companies have become larger, there is less ability to take care of each individual customer.

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Customer Service Contact Center Technology Enterprise 62

Integrity Solutions

FEBRUARY 25, 2022

How would your salespeople grade themselves when it comes to the key dimensions of sales success? Namely, their ability to clearly set (and hit) their sales goals. In our sales training programs , we always ask participants to do a little self-reflection and assess how well they believe they embody the four traits of high producers : goal clarity, achievement drive, emotional intelligence and social skills.

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Sales Coaching Personalization 52

Education Services Group

FEBRUARY 25, 2022

Speakers: Perry Monaco , Head of SMB & Scaled Customer Success at LinkedIn & Jim Mercer , Global Head of Customer Success at Zoom. Our Vice President of Customer Success, Peter Armaly, stepped in as guest host for this month’s Customer Success Unlocked Webinar to lead the conversation on Nurturing Employee Success in Customer Success. Zoom’s Jim Mercer and LinkedIn’s Perry Monaco answered some complex and nuanced questions on how to navigate employee success in the crazy and

Personalization 52

Personalization Management Best practices Feedback 52

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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

Vistio

FEBRUARY 25, 2022

Technology is a game-changer for customer service. But a recent study by Vistio found that one of the most challenging aspects of managing a contact center’s existing technology tools is getting agents to adopt and use the new tools. In the current atmosphere—where some agents are working remotely, some are in a physical office, or there is a hybrid environment—it’s crucial that all agents use the same tools and use them correctly to deliver a fast, efficient, and consistent customer experience.

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Contact Center Technology Customer Service Feedback 52

kommunicate

FEBRUARY 25, 2022

Last Updated on February 25, 2022 Which is the right app for my Shopify store? This question has probably been on the top of your head if you’re a Shopify Merchant, thanks to the hundreds of apps available on the Shopify store. Shopify has been delighting its user’s thanks to its sleek, modern interface, a [.]. The post 7 Must-Have Shopify App Plugins + Why You Actually Need Them appeared first on Kommunicate Blog.

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Babelforce

FEBRUARY 25, 2022

In this post: What does CRM stand for? Isn’t CRM the business practice or the software? What does CRM stand for? CRM is short for “Customer Relationship Management”. It’s a piece of call center software that CX teams use to manage information about their customers. There are two main reasons that businesses need this: First, businesses need a straightforward way to view their customer data.

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call center software Call Center CRM APIs 52

CustomerSuccessBox

FEBRUARY 25, 2022

Have you been stuck with inherited sales tools that weren’t designed with the Customer Success Manager (CSM) in mind? Customer Success (CS) teams are going through a difficult transition in the subscription economy developing out of the ill-fitting garments that never offered them the right fit and trust in their ability to take ownership of their part in the customer relationship.

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Finance B2B CRM Personalization 52

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

Help Scout

FEBRUARY 25, 2022

Advice on getting your customer service staff interested in writing more help documents and creating space for them to do so.

Analytics 58

Analytics Customer Service 58

Enghouse Interactive

FEBRUARY 25, 2022

contact center solutions 75

contact center solutions Self service Quality management Interactive Voice Response 75

Help Scout

FEBRUARY 25, 2022

Links, images, and further reading related to the Conversation Corner segment on the Experience This podcast in 2022.

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SmartKarrot

FEBRUARY 25, 2022

Role: Director of Customer Success Location: Mahwah, NJ, US Organization: Radware As a Director of Customer Success, you will lead, coach, mentor Professional services engineers and TAMs. Ensure successful deployment of products purchased by customers thru Radware professional services. Lead and grow Radware’s Managed security services business in North America.

Engineering 19

Engineering Coaching Upselling Feedback 19

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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.

Self service

ChurnZero

FEBRUARY 25, 2022

Startups in today’s environment have the challenge of meeting rising customer expectations while trying to determine product-market fit and a path for growth and probability. By investing in Customer Success from the start, startups can build loyal and engaged customers who ultimately become brand advocates. Jennifer Chiang author of “The Startup’s Guide to Customer Success,” joined us to share how Customer Success can help you as you scale your startup.

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Metrics Sales Customer centricity Customer Experience 96

SmartKarrot

FEBRUARY 25, 2022

The ultimate stake of a SaaS business lies in the number of successful subscriptions it can generate in time. The amount of revenue generated by each subscription can sometimes become quite difficult to gauge. This is where revenue backlog occurs in a SaaS business. Several SaaS businesses are not huge fans of tracking the revenue generated by each subscription.

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SaaS B2B Analytics Metrics 10

Eptica

FEBRUARY 25, 2022

Date: Friday, February 25, 2022 Author: Pauline Ashenden - Demand Generation Manager How a unified agent desktop empowers your advisors and better engages customers. Published on: February 25, 2022. Author: Pauline Ashenden - Demand Generation Manager As contact centres evolve, agents are increasingly required to log into multiple technology systems while interacting with customers.

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Best practices Self service Technology Management 125

SmartKarrot

FEBRUARY 25, 2022

This is undoubtedly the age of the customer. Being customer-driven and data-driven is important. A purchase decision is determined by customers- they will look at a positive experience over anything else. Customer experience is now a priority for any company. This is why more businesses are appointing Chief Customer officers to focus on customers. As per Gartner , 90% of companies now have a CCO with customer experience and success as the core responsibility.

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Chief Customer Officer Marketing Customer centricity Customer retention 10

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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