Unymira
SEPTEMBER 13, 2021
Thinking about launching a SAM program or purchasing a new SAM tool? Learn how to avoid the top 5 common mistakes that buyers encounter when implementing a SAM tool.
ShepHyken
SEPTEMBER 13, 2021
Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. (CMSWire) Although the terms “customer loyalty” and “customer retention” are often used interchangeably, they actually refer to two different things.
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Callminer
SEPTEMBER 13, 2021
Customer expectations are always evolving. It’s up to businesses and brands to understand those expectations and deliver exceptional customer service.
Kapta Customer Success
SEPTEMBER 13, 2021
The terms key account management and customer success are often used interchangeably within organizations. However, while the two strategies share a few common goals, they are completely different in their implementation.
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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.
Comm100
SEPTEMBER 13, 2021
Digital transformation is by no means a recent trend. However, the past couple of years has seen its importance within customer service skyrocket as companies adopted new technologies to stay connected during the pandemic. With the benefits made clear for all to see, and customer expectations risen, customer service operations can no longer afford to ignore digital transformation.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Abby Connect
SEPTEMBER 13, 2021
Everyone is at a different place in their entrepreneurial journey. But, each entrepreneur reaches a point when they need to expand their customer service capabilities. This leads many of them to seek the best live chat for small business. There are plenty of options to choose from, but you want the offering that’s right for… The post What is the Best Live Chat for Small Business?
Kapta Customer Success
SEPTEMBER 13, 2021
The terms key account management and customer success are often used interchangeably within organizations. However, while the two strategies share a few common goals, they are completely different in their implementation.
Education Services Group
SEPTEMBER 13, 2021
It’s never too early to start building your CS tech stack. The earlier you start, the faster you’ll be able to create an effective, scalable, long-term Customer Success strategy. Getting an early start on building your CS tech stack also allows you to experiment with an array of different tools so that you can make better decisions on the ones that will scale best with your business.
inSided
SEPTEMBER 13, 2021
In Episode 15 of The inSide Scoop on Customer Success, we tackle a very important topic: The ultimate renewal playbook – Managing multiple stakeholders. Listen in as our VP of Customer Success and podcast hostess with the mostess, Anika Zubair, talks to Puneet Kataria, founder of CustomerSuccessBox.
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.
Liveops
SEPTEMBER 13, 2021
The post Strategies, Challenges & Data Behind Deploying Remote Agents appeared first on Liveops.
DMG Consulting
SEPTEMBER 13, 2021
The Business Case for Making Contact Center Applications Standard Employee Productivity Tools. Sep 3, 2021 Donna Fluss. View this article on the publisher’s website. Every employee plays a role in delivering an outstanding customer experience (CX), whether in direct contact with customers or supporting customer-facing co-workers. A surprisingly high percentage of employees who do not work in a contact center or customer service, sales, or marketing department dedicate more than 40 percent
Voiptime
SEPTEMBER 13, 2021
The operation of call centers is a highly profitable and valuable activity for every business. To orchestrate pursuing every financial goal and ensure the endeavors of call center agents, you need to tackle the most demanding customer issues.
Liveops
SEPTEMBER 13, 2021
The post Remote Agents Special Call Center Report appeared first on Liveops.
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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.
SmartKarrot
SEPTEMBER 13, 2021
Role: Customer Success Director Location: Franklin, TN Organization: Maetz Consulting, LLC As a Customer Success Director, you will spearhead the end-to-end effort to help build a new and thriving Customer Success team from the ground up, one person at a time. Design and implement best practices for building long-term strategic relationships with the customers, partners, and vendors.
Liveops
SEPTEMBER 13, 2021
The post 2018 Call Center Industry Report appeared first on Liveops.
SmartKarrot
SEPTEMBER 13, 2021
A recent report by Think with Google confirms that 89% of the people rely on research before making a particular purchase, thus, making them a potential buyer. That is when the concept of buyer intent data comes into picture. By mapping your prospect’s behaviors and knowing their desires, buyer intent data can help understand your customers better and bring you better insights into their searches.
CSM Magazine
SEPTEMBER 13, 2021
Managing a successful customer support helpdesk isn’t an easy task. But when helpdesk managers set the right Key Performance Indicators (KPI’s) for their agents, they can transform results for their customer support service. Since customers and clients have high expectations for fast and effective service provision, it’s something every helpdesk manager should be considering.
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!
ClientSuccess
SEPTEMBER 13, 2021
Modern CSMs wear many hats. From project manager to company voice box to issue mitigator, CSMs are veritable jacks of all trades. For some (but not all) SaaS organizations, CSMs are also responsible for leading and managing upsell conversations with customers. While some organizations turn to sales roles to facilitate these conversations, more and more CSMs are tasked with leading budget planning, expansion, and upsells thanks to their familiarity and comfort level with customers.
CSM Magazine
SEPTEMBER 13, 2021
Ventrica is first British-based BPO to open in Jamaica. Ventrica the fast-growth multilingual customer service specialist is expanding into Jamaica with the launch of its new operation in Montego Bay. The new site opened this week is designed to support Ventrica clients in the US, UK and European markets requiring lower cost but high-quality English language customer service support.
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