Enghouse Interactive

APRIL 16, 2021

Customer experience has never been more important. Customer service teams are under increased pressure to deliver the right answers to a growing volume of calls, across a wider range of topics than ever before. For example, over half of respondents to the latest ContactBabel UK Contact Centre Decision Maker’s Guide 2020-21 said that calls had increased due to the pandemic.

Self service 62

Self service Interactive Voice Response Chatbots Management 62

Beyond Philosophy

APRIL 16, 2021

There is a surprising lack of literature on company politics. For such an important topic that can be awkward for people, it seems there should be books, podcasts, training, and everything else on it. Today I am going to do my part on being some of the change I want to see in the world. I am sharing the five rules for dealing with company politics that I learned over my career.

Management 370

Management Consulting Consulting Personalization 370

ShepHyken

APRIL 16, 2021

This week we feature an article by Derek Goodman, entrepreneur and creator of Inbizability. He shares some tips on how to grow your client list despite a global health and economic crisis, such as the COVID-19 pandemic. The pandemic has slowed many businesses down. At times, it almost feels like the economy has ground to a halt and, as a result, clients aren’t eager to invest in new services.

Marketing 222

Marketing Personalization Customer Experience 222

CX Global Media

APRIL 16, 2021

Companies have been continuing to increase their interest and adoption of the gig model for their workforce. Like many things about remote working, the pandemic. Read more. The post Contact Center Agent Jobs: Breaking down The New Gig Model for Contact Center Agents appeared first on Customer Experience Strategy and Tactics.

Contact Center 156

Contact Center Customer Experience 156

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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.

Integrity Solutions

APRIL 16, 2021

Building a customer-centric culture is more challenging than you might initially think. But every organization has the ability to build a strong customer-centric culture- and it doesn’t have to be complex. The business environment is never static. The economy inevitably goes through boom and bust cycles. Disruptors, emerging trends and unexpected events — like a pandemic, for example — can throw a wrench in your carefully thought-out strategy.

Customer centricity 125

Customer centricity Coaching Employee engagement Sales 125

Aspect

APRIL 16, 2021

In the recent past, if you really wanted to , you could run a business without Workforce Management tools. It wouldn’t be easy ; you’d be extremely frustrated, probably work 80-hour weeks, and have a lot of operational inefficiencies — and you might only save some money. In 2021, that no longer applies. Any organization that is considering enterprise level software now must employ a WFM strategy and platform.

Enterprise 118

Enterprise Personalization Management Marketing 118

Talkdesk

APRIL 16, 2021

Conquer the Complexities of Outbound Engagement with Everything you Need, All in One Place Talkdesk brings the industry’s best cloud contact center together with Salesforce Sales Cloud to give your organization everything you need to convert a prospect into a happy customer. Our tight integration makes it simple to launch your outbound campaigns, proactively engage prospects and navigate the complex sales processes with ease.

Cloud contact 112

Cloud contact Contact Center Sales 112

AnswerConnect

APRIL 16, 2021

Al Cooper wanted to start a family business, and Bin There Dump That franchise allowed him to do just that. As the business continued to grow and the phone lines. The post Client Highlights: Bin There Dump That appeared first on AnswerConnect Blog.

Answering services 98

Answering services 98

Eptica

APRIL 16, 2021

Date: Friday, April 16, 2021 Author: Pauline Ashenden - Demand Generation Manager Reducing incoming call volumes while increasing customer satisfaction. Published on: April 16, 2021. Author: Pauline Ashenden - Demand Generation Manager How can contact centres successfully deal with a rising volume of customer calls, delivering efficient, effective and fast service?

Chatbots 72

Chatbots Self service Best practices Management 72

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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

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SharpenCX

APRIL 16, 2021

How do you react when you have a bad day? And what about when you feel out of the loop or under appreciated at work? If you’re anything like me, you probably don’t feel like talking to a bunch of people. And you certainly don’t have the energy (or the grace) to help people with their problems. You’re dealing with plenty of your own. When I have a bad day, I stay silent.

Customer Service 67

Customer Service Construction Coaching Metrics 67

Totango

APRIL 16, 2021

Personalized customer engagement promotes more active use of your product and stronger relationships with your brand. Personalization builds customer trust in your brand, strengthening your relationship. This lays the groundwork for subscription renewals and upsell opportunities. Learn what types of communication you can personalize and what techniques you can use to promote personal engagement.

Personalization 69

Personalization Upselling Benchmark SaaS 69

CSM Magazine

APRIL 16, 2021

Customers always come first – and they’re always right. It doesn’t matter which of the two you believe because they are the standards when it comes to business ethics. In email marketing, following these standards doesn’t only mean being honest with your customers. Using tools to tend to their concerns or deliver relevant content are also part of your responsibility.

Marketing 59

Marketing CRM Personalization Accountability 59

AnswerConnect

APRIL 16, 2021

Al Cooper wanted to start a family business, and Bin There Dump That franchise allowed him to do just that. As the business continued to grow and the phone lines. The post Client Highlights: Bin There Dump That appeared first on AnswerConnect Blog.

Answering services 52

Answering services 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

Nuance

APRIL 16, 2021

The business of fraud is booming. Identity theft cases doubled in 2020, according to the U.S. Federal Trade Commission. Another study from December 2020 found that 47% of adults in the U.S. have experienced identity theft in the past two years, losing $712.4 billion in 2020—and those are just the reported numbers. We can assume [.] The post Mitigating risk of unemployment fraud with AI and biometrics appeared first on What’s next.

Enterprise 52

Enterprise 52

CSM Magazine

APRIL 16, 2021

When an individual buys a product online, the company that they buy it from is generally responsible for any damages that it incurs along the way. If the package was damaged in transit, the shipper might be responsible. The seller may request that the shipper reimburse them for the cost of the replaced product and refund the money for shipping. Things are a bit more complicated when it comes to companies that import and export products.

Transportation 52

Transportation 52

Education Services Group

APRIL 16, 2021

As Customer Success practitioners, we know that everyone would love a how-to manual with all the best ways to implement and grow their CS organizations. From the beginning, we’ve been dedicated to helping businesses navigate this emerging discipline. What we’ve learned is that there is no one “right” way to do Customer Success. But there are ways to make the process of building and expanding your CS practice much easier on everybody.

Chief Customer Officer 52

Chief Customer Officer Benchmark Metrics industry standards 52

CSM Magazine

APRIL 16, 2021

If you are using display screen equipment (DSE) at work it’s important that you have your eyes checked regularly. Long periods spent working at your screen can cause tired eyes, discomfort, headaches or even short-sightedness. As a result of your eye test, it may be recommended that you try bifocals. You might think you’re too young for bifocals, but as your vision can begin to deteriorate and show signs of presbyopia from as young as 40, it makes sense to consider your lens and vision opt

Technology 52

Technology 52

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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

TCN

APRIL 16, 2021

As a call center, there are many details that go into accomplishing strategic success. The. The post 5 Metrics Your Call Center Needs Now appeared first on TCN.

Call Center 52

Call Center Metrics call center software 52

CSM Magazine

APRIL 16, 2021

CRM stands for Customer Relationship Management. CRM software provides users with access to a range of technologies that track and report metrics related to customer interactions, sales, productivity, and much more. Companies that do not leverage CRM software may struggle to produce accurate data on the state of interactions between the brand and the customer base.

CRM 52

CRM Customer retention Metrics Sales 52

Connecting the Dots

APRIL 16, 2021

CCMC ~. Quality and customer service have become closely allied under the umbrella of Customer Experience and Customer Experience Strategy. CCMC’s benchmarking of more than 120 companies found that when Quality, Service and Insights are closely aligned, customer satisfaction metrics increased at twice their prior annual rate. [1]. While Quality used to focus solely on product quality, it now focuses on processes related to customer satisfaction, such as the setting of customer expectations and o

Customer Experience 62

Customer Experience Complaint resolution Benchmark Metrics 62

CSM Magazine

APRIL 16, 2021

The world has moved online. Choice is no longer an afternoon spent on the high street. Choice is the swipe of a screen away. Staying competitive isn’t easy, but there are ways and means of remaining relevant. If you think that your business is doing just fine without any need to prepare for the future, good luck. Remember, if you see peace, plan for war.

Technology 52

Technology Metrics Sales Marketing 52

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!

Feedback

Zappix

APRIL 16, 2021

With the proliferation of digital services over the past five years — highly accelerated by the COVID-19 pandemic — customers are demanding more and more digital solutions, and expect better automation and self-service than ever before. To avoid customer enragement and unlock customer engagement.

Self service 40

Self service 40

SmartKarrot

APRIL 16, 2021

The year 2020 invited a couple of unwelcomed guests that saw a rise in a ton of burnout, stress, and overtime work schedules. A whopping 71% of the employees felt burnt out at least once that year. And the velocity of the workers rating their stress level as ‘very high’ rose to 42%. This elevated burnout and stress stand as a clear testament to the testing times.

Management 10

Management B2B Feedback Personalization 10

aircall

APRIL 16, 2021

SaaS software, also known as cloud-based software, has now gone mainstream, making it easy for teams to leverage all the software programs they need to work collaboratively, wherever they are. The acceleration of digital transformation means it’s possible for different business tools to work together seamlessly better than ever before, giving you a fully-contained digital ecosystem.

SaaS 62

SaaS Sales Coaching APIs 62

SmartKarrot

APRIL 16, 2021

Role: Vice President of Customer Success Location: New York, NY, US Organization: The Suite As a Vice President of Customer Success, your mission will be to ensure the success and retention of the Company’s customers across all segments with a focus on their Enterprise segment. Work alongside the CRO in formulating and executing on the high-level customer success strategy and plan required to ensure that the team exceeds its KPIs and the company exceeds its goals.

Accountability 10

Accountability Upselling Coaching Metrics 10

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

Journey mapping

Totango

APRIL 16, 2021

Engaging your customers is the key to lowering churn and leaving no client behind. Knowing the user engagement metrics that matter for your business can help improve your performance. Here are six top KPI categories to track: License utilization. Product adoption rate. Stakeholder engagement. Customer health score. Customer sentiment indicator. Support metrics.

Metrics 69

Metrics Journey mapping Accountability Best practices 69

CSM Magazine

APRIL 16, 2021

When you’re working on a tight budget, the quick solution is to cut back on spending and allocate funds for high-priority functions. You can’t just cut back on product development and digital marketing spending, and you can’t reduce salaries. So, what do you do? During difficult times, some companies, unfortunately, look to save a couple of dollars from their customer service budget.

Customer Service 52

Customer Service Advertising Marketing Enterprise 52

Solvvy

APRIL 16, 2021

Chatbots are not a one-size-fits-all technology, and the differences between them are more nuanced that one might assume. Yes, older chatbots (“legacy”) and conversational artificial intelligence (AI) chatbots (“next gen”) can both help your business achieve always-on support coverage and deliver faster responses to customer questions.

Chatbots 48

Chatbots Telecommunications Analytics Technology 48