Mon.Aug 10, 2020

How To Make Your Experience Easy And Gain Growth

Beyond Philosophy

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. Keeping it as easy as possible for customers to get it done is a direct path to gain growth. Key Takeaways.

5 Top Customer Service Articles For the Week of August 10, 2020

ShepHyken

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.

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Customer Service vs. Customer Experience: What is the Difference

Lumoa

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. Feed generated with FetchRSS

Expand Customer Base and Revenue with Customer Service Expertise for DTH

OctopusTech

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.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

The New Normal: Understanding the Employee Experience in the (Remote) Workplace

Bold360

We’re all still trying to figure out the rules of this post-COVID world. We’re used to change being incremental. But the pandemic has changed everything overnight. If we want to deliver the best customer experience when the world has turned upside-down…. Then it’s important we learn how others are navigating the new normal so we can take those insights back to our customers. After all, we’re all learning this at the same time.

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Celebrating Sharon Jones, National Debt Relief—SWPP’s WFM Professional of the Year!

Calabrio

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!

7 Customer Success Platform Features You May Be Missing Out On

ClientSuccess

A lot has been said about the shift to cloud and SaaS-based vendors over the last few years, and this trend is alive and well in the customer success sector. Platforms and solutions designed to increase the efficiency and effectiveness of every single part of a CSM’s interaction with customers are now readily available to customer success teams. As customer success platforms have grown over the last few years, they have expanded to encompass multiple different parts of the customer experience.

Moving on from manual quality management to drive a better customer experience

LiveVox

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, […]. The post Moving on from manual quality management to drive a better customer experience appeared first on Livevox. Customer Experience

Workforce Engagement Management 101 - The Who, What, Where, When, Why and How of Contact Center WEM

NICE inContact

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. Agent Engagement Call Center Best Practices Advantages of the Cloud Customer Experience CXOne

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

How to Weave CCM into a Customer Journey

Topdown

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. Customer Experience Customer Communications Customer Journey

Dental Practice Needed Emergency Dispatch For On-Call Services & Coverage For Office During High Call Volumes

Ansafone

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 ».

For Interpreting in Healthcare, the Future Is Here: And It’s Insourcing [Part 3]

Certified Languages International

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.

Five ways 5G will impact the customer experience

TELUS International

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. CX Best Practices

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Part 3: Taking “On-hold” Out of B2B Customer Support

Team Support

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. A Picture—or Video—Is Worth a Thousand Words.

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4 Reasons to Treat COVID as the Dress Rehearsal

Skybridge

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.

4 Ways to Measure (and Prove) B2B CX Program Results

inmoment

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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The Power of Successful Conversation (Within a CX Role)

Horizon CX

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. That’s a straightforward concept.

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

New Salesforce Translation Features Make Conversational Translation Even Easier

Language I/O

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RADLogics’ AI-powered solution supports the evaluation of COVID-19 patients

Nuance

* 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. Automating [.]

CEP Award Finalist Focus on Roger Bennett

Customercount

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 […]. The post CEP Award Finalist Focus on Roger Bennett appeared first on CustomerCount.

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How to Organize Your Home Office to Be the Most Productive While You Work Remotely

CSM Magazine

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. Indeed, sometimes it is more difficult to focus when there are many factors that distract us from the task.

The 5 E's of Community: Support Forums and Beyond

Speaker: Angelica Coleman, Community Lead, Snowflake

In order to establish a robust community, you need to have strong community objectives in place that are supported with the proper types of programs; programs that will help your community succeed. But narrowing down on your community objectives can be difficult, let alone knowing how to structure your community programs and offerings in a way that supports them. Join Vanilla Forums on Friday, October 8th at 12 PM ET for a webinar led by Angelica Coleman, the Community Lead at Snowflake, as she walks us through the 5 E's that are essential to establishing your key community objectives: Education, Enable, Expand, Engage and Evangelize.

How to Build a Voicemail App With ASP.NET Core

Nexmo

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. With the Vonage Voice API and our.NET SDK , this is a snap to do in ASP.NET Core !

4 Reasons Sensitivity Training for Managers Is Important

CSM Magazine

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.

How To Use Digital Automation To Improve Customer Retention

Quiq

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.

ChurnZero Ranks No. 31 on the World’s Fastest-Growing SaaS Companies List

ChurnZero

. SaaS Mag announced their annual SaaS 1000 List – a ranking of the world’s fastest-growing SaaS companies, and ChurnZero Ranks No. 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. SaaS Mag ranked ChurnZero, No. 31 on the 2020 SaaS 1000 List.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!