Beyond Philosophy
AUGUST 10, 2020
How to Make Your Experience Easy and Gain Growth. I hear things like this when I go into an organization: “We want to delight customers at every moment of contact.” I nod my head and smile, but secretly I think it sounds exhausting. Moreover, it is unnecessary in many parts of the experience. People many times do not want to be delighted; they want to be done already.
Callminer
AUGUST 10, 2020
When it comes to managing a contact center, you should never take a risk in regards to regulatory compliance. Here is a look at eleven compliance acts that contact centers should be aware of.
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ShepHyken
AUGUST 10, 2020
Each week I read a number of 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. How to Increase Customer Loyalty: 5 Customer Retention Strategies by Christopher Hutchens. (SmartBug) In this blog, we look at five customer retention strategies that you can implement to deliver more value to your customers and increase customer loyalty.
Lumoa
AUGUST 10, 2020
Customer service and customer experience are vital for long-term business success. Customer service is an important piece of your overall customer experience, and customer experience is the key driver of customer loyalty.
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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.
OctopusTech
AUGUST 10, 2020
Today, the way television networks and live-streaming options are enabling a wide range of content; the responsibility of cable and network providers is turning out to be more crucial. However, the credibility of any major brand or network operator begins with effective customer experience. If your services are not streamlined or the customer queries are not handled successfully on time then they might switch to other options available in the market.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
TELUS International
AUGUST 10, 2020
The new generation of wireless technology promises increased reliability, performance and efficiency. Learn more about 5G's potential to make waves in the customer experience.
TeamSupport
AUGUST 10, 2020
In Part 1 of this blog series we suggested tools that can help your B2B customers solve issues on their own and ways to help them feel more comfortable doing so. We continued in Part 2 exploring one way that customers can speed up the time to ticket resolution with live chat. And we conclude in Part 3 with more ways to speed the time to ticket resolution, using visual support tools.
Calabrio
AUGUST 10, 2020
Last week, we announced two Calabrio customers were named finalists in the Society of Workforce Planning Professionals’s (SWPP) “2020 Workforce Management Professional of the Year Award” program. And one of them— Sharon Jones of National Debt Relief (NDR)—WON!! According to Sharon, “I’ve had the opportunity to review the resumes and write-ups of my fellow nominees, and I can’t believe I was named—they all represent the best of workforce planning!
Certified Languages International
AUGUST 10, 2020
This is the third post in our series discussing the future of language access and COVID-19. Read part 1 and part 2 now. We’re all wading through a period of change and still learning to navigate during the pandemic. While change can cause uncertainty, it can also be a time ripe for rethinking how we can innovate language services in healthcare. Healthcare has certainly had to pivot to address the millions of layoffs, cutbacks, and furloughs suffered at the hand of the coronavirus.
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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
LiveVox
AUGUST 10, 2020
There’s no doubt that in today’s business environment customer experience is the issue of the day. Remember all those predictions that were being made in the 2010s that went something like ‘by 2020, customer experience will overtake price and product as the key brand differentiator’? Well, it’s 2020 now and they weren’t mistaken. That’s because, […].
NICE inContact
AUGUST 10, 2020
What's a good way to improve customer experience (CX), satisfaction, and loyalty? Start by increasing employee engagement. Organizations with highly engaged employees can typically expect higher productivity, quality, and employee retention. And when those employees are customer service agents, it can positively impact a business's relationship with their customers.
Nexmo
AUGUST 10, 2020
You can build extremely powerful and flexible contact center solutions with the Vonage Voice API. But what happens if there’s no one there to answer the phone on the other end? Well, I suppose you could just simply let the phone ring or play a message back asking them to call again later. Probably what most people would do, including myself, is to take the customer’s message in the form of a voicemail.
Topdown
AUGUST 10, 2020
Companies and organizations build relationships with their customers through a series of events and communications. These strings of interactions are categorized as a customer journey and every customer’s journey is unique. Key to this concept is customizing the journey for each individual participant.
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.
Ansafone
AUGUST 10, 2020
Problem A dental practice was having difficulty connecting patients after hours with the on-call dentists during dental emergencies. The office also needed assistance with incoming calls during their busier times. The practice often experienced an increase of 50% to 150% of their standard call volume. Search for a Solution The patients of the dental office … Dental Practice Needed Emergency Dispatch For On-Call Services & Coverage For Office During High Call Volumes Read More ».
Quiq
AUGUST 10, 2020
Share This Story CIO Magazine recently published an article featuring Quiq client Brinks Home Security. The article gives an up close look at how this leading home security company implemented automation to elevate it’s customer retention program. . As part of the program, Brinks sends current customers customized offers. The program presents an offer to reduce the customer’s current rate in exchange for a contract extension.
Skybridge
AUGUST 10, 2020
How the lessons you learn now will make your brand stronger and better prepared for the next unknown. If you haven’t taken the time yet to step back from today’s challenge to plan for the next one, you’d be forgiven. But in his recent article for Forbes, writer and consultant, Stephen Wunker, makes a compelling argument for doing so – and starting now.
inmoment
AUGUST 10, 2020
If you’re a practitioner who won support for your B2B experience program and have since implemented it across your organization , congratulations! Garnering sponsorship for experience programs is not easy, but doing so means that you’ve built trust at and received investment from both the frontline and executive levels. Now comes the hard part: proving results and justifying ROI.
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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.
Education Services Group
AUGUST 10, 2020
Partner Success programs are relatively new to the Customer Success world. Software as a Service (SaaS) companies are big trendsetters in CS. Their subscription business model has taken root across a spectrum of services in our daily lives, and its popularity is only growing. Customer Success evolved out of the need for more dynamic, forward-thinking relationships with customers who purchase these subscriptions.
Nuance
AUGUST 10, 2020
* In accordance with FDA guidance for imaging systems and software to address the COVID-19 public health emergency Even before the COVID-19 pandemic, increasing workloads and exponential imaging complexity not only contributed to radiologist burnout, but also caused delays in diagnosis and critical time-to-treatment. In radiology, particularly in ED and ICU settings, minutes matter.
Customercount
AUGUST 10, 2020
By Georgi Bohrod, RRP – Reprinted from Resort Trades magazine, with permission After the judges reviewed the nominations for the Fourth Annual CustomerCount® Customer Engagement Professional Resort Trades Award (CEP Award), they were faced with an enviable dilemma. So many of the candidates were not just good, but exceptional. In an effort to honor the […].
CSM Magazine
AUGUST 10, 2020
In the digital era, the notion of work underwent a lot of changes. In many cases, it is not necessary to go to the office in order to do your tasks. Due to advances in technology, many jobs can be performed remotely. However, many people complain that the home office does not put them into the ‘working mood’ and makes them feel more disorganized and inactive.
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!
Language I/O
AUGUST 10, 2020
CSM Magazine
AUGUST 10, 2020
Every once in a while, someone gets offended by someone else. That’s just the way life works, isn’t it? When that kind of a mindset gets transferred to the workplace, though, things get a little bit trickier. That’s when you realize that it’s definitely not the way life works, or, at least it’s not the way it should work. We could all use to be a bit more sensitive, especially with the people we work.
SmartKarrot
AUGUST 10, 2020
Over the past decades, the power of customers in vendor-customer relationships has risen. So have customer expectations. With the advent of digitalization and cut-throat competitions redefining the business landscape across industries, customers have more options to pick from. This puts substantial pressure on businesses to deliver higher-quality products and services, and also a better customer experience.
ChurnZero
AUGUST 10, 2020
. SaaS Mag announced their annual SaaS 1000 List – a ranking of the world’s fastest-growing SaaS companies, and ChurnZero Ranks No. 31! ChurnZero, a real-time Customer Success platform has been recognized as one of the world’s fastest growing Software-as-a-Service (SaaS) companies, according to the 2020 edition of SaaS Mag’s acclaimed ranking, the SaaS 1000 List.
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
SmartKarrot
AUGUST 10, 2020
Source. In the past, companies operated and made important growth decisions with little input from customers. They didn’t have the feedback channels we do today. Many viewed customers as revenue generators, not sources of valuable information. They offered products and services they thought the market needed. The concept of involving customers in the development of new products didn’t formally exist.
Horizon CX
AUGUST 10, 2020
This blog is about human to human interactions and emotions—you know, the kind of interactions that those of us within the Customer Experience discipline profess to know the most about and have spent the most time mastering the art of conversation. So, let’s begin with a definition to get us all grounded. Wikipedia: Conversation is an interactive communication between two or more people.
SmartKarrot
AUGUST 10, 2020
Role: Customer Success Manager Location: Lehi, Utah, US Organization: Weave HQ The role of the Customer Success Manager is to manage the customer’s experience, product utilization, and retention. You are responsible for overall customer well-being by monitoring customer health, proactively addressing any issues, and acting as an escalation point for issues.
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