Cyara
DECEMBER 21, 2020
3 Holiday Wish-Listed Gifts to Give Back to Your Customers. And Your Business | Part 3, Happier Customers. Customer experience is a key competitive differentiator, and keeping customers happy matters more than ever. According to Zendesk’s most recent trend report , 50% of customers say they would switch to a competitor after just one poor experience with a brand.
ShepHyken
DECEMBER 21, 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 Provide the Best Possible Customer Experience? by GISuser. (GISuser) If you don’t have a well-planned customer service strategy, you are highly likely to lose business.
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TechSee
DECEMBER 21, 2020
For a consumer packaged goods (CPG) company, inventory management is a never-ending cycle. Whether it’s a chain store, grocery store, or a vending machine in a gas station, keeping items stocked and accounted for and tracking what sells is a time-consuming and continuous undertaking for CPG companies. But keeping up with demand is only one part of the sales equation.
GetFeedback
DECEMBER 21, 2020
Simplifying CX YouTube series video highlighting tips for building your 2021 customer experience strategy.
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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.
Guru
DECEMBER 21, 2020
Here's what we can say about 2020: it's over, and we got through it together while staying apart. A mere 12 months ago we didn't even know what social distancing was —and now it pretty much defines every aspect of our lives. So when we took a look back at what you loved on the Guru blog this year, it didn't come as much of a surprise that our top posts all had to do with with remote work and navigating change.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Momentum Telecom
DECEMBER 21, 2020
2020 has been quite the year, to say the least. . We’ve all experienced uncertainty and frustration as daily life has gone largely digital (at least temporarily). But it’s also been a year of resiliency and change, especially in our professional lives. As the new year approaches, these seven predictions consider we could be headed as our new normal continues to evolve. .
Creative Virtual
DECEMBER 21, 2020
As we approach the end of 2020, the whole Creative Virtual team around the world want to say thank you to all our blog readers, customers and partners for joining us on this roller coaster of a year! We started the year celebrating the company’s Sweet Sixteen and are ending it with a wealth of new expertise gained from supporting our customers, our partners and each other through many unexpected challenges.
Taylor Reach Group
DECEMBER 21, 2020
. By Peg Ayers. With the holiday season upon us and New Year’s Day coming up, it’s easy to say, “Let’s just get out of this ridiculous year! I don’t want to give 2020 another thought! I’m looking to the future.” Focus on the future is great, but let’s not forget the lessons we’ve learned this year—especially the one that says, “Be prepared, because you really never know what will happen next!”.
Nuance
DECEMBER 21, 2020
Here is a round up of five key digital security trends that span from cybersecurity, fraud prevention, and risk management Forward-looking CISOs will transition to password-less authentication with the twin goals of customer convenience and enterprise security. Consumers want a digital experience that is easy, secure, and free of passwords. Daily passwords and pins (e.g., [.
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.
Integrity Solutions
DECEMBER 21, 2020
For most of us, 2020 is a year we’ll be glad to see in the rear-view mirror. Between the pandemic, the business disruption, and the many personal and professional struggles and responsibilities we’ve all had to juggle over the past 12 months, it’s been challenging, to say the least. While disruption is always rough when you’re going through it, as 2020 closes out, we can also reflect back on some of the silver linings and positive developments that came out of the year.
BlueOcean
DECEMBER 21, 2020
Have you ever been more ready to end a calendar year? In our world of customer care, empathy has always been the cornerstone, the key to happy customers and happy clients. When 2020 came along and turned the world upside down, empathy became simply priceless. Impacted by the pandemic, unemployment, health issues, wildfires, lockdowns, and endless other challenges, customers needed a point of human connection more than ever before.
LiveVox
DECEMBER 21, 2020
Customer service is a tough industry, and the contact center industry in particular is notorious for employee burnout. It’s been well documented in formal workplace studies that customer service representatives are subject to a high amount of stress, which can be attributed to the repetitiveness of the work, the emotional nature of caller interactions, the […].
NobelBiz
DECEMBER 21, 2020
As the holiday season approaches, contact centers experience the most frenetic time of the year, for both managers and agents. With 70% of customer contact occurring prior to the finalization of a request providing a flawless customer care experience can be very challenging. So the question is, how to efficiently deal with high volume phone calls? Best practices for effective call peak management The volume of calls can be influenced by the season, upcoming events, holiday periods, or even by t
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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.
Skybridge
DECEMBER 21, 2020
I’ve been writing a lot lately about customer expectations, the changes we’re seeing, and how some customer care providers have been able to step up to meet those expectations. As I’ve mentioned, part of the challenge that every retail brand faces now is that the rate of change during this strange year has outpaced anything we’ve seen in the past. Customer needs, expectations and – critically – even many of their core values are undergoing rapid, seismic shifts.
LiveVox
DECEMBER 21, 2020
Before the pandemic, innovations in banking technology drove customer demand for a greater speed of service. Fintech companies have spearheaded this change in attitude toward lending for years. Some fintechs even offer immediate short-term loans for purchases online. By using alternate methods for approving loans or determining creditworthiness, fintechs have begun to change the way […].
Skybridge
DECEMBER 21, 2020
A few times in the past, I’ve written about the deep and long-lasting positive impact of Tony Hsieh on the world of customer service and the profound, inextricable link between employee happiness and customer happiness. Hsieh, former CEO of Zappos, seemed to approach his work from a sincere desire to make the world a better place by creating a sense of community wherever he went.
CSM Magazine
DECEMBER 21, 2020
Many in the past have struggled to find lending and cover options that suit their needs and personal circumstances, unable to afford loans they’ve been mis-sold, while those with unique situations struggle to find reasonable cover options. Short term lending has been a particularly controversial market, previous leaders in the industry often referred to as legal loan sharks, with interest rates often exceeding an eye-watering 1,000% APR.
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!
Chip Bell
DECEMBER 21, 2020
Fireside chats can generally yield surprising depth and insights. When the chat leader is a CEO and the audience includes high-potential leaders at an executive training retreat, it can be doubly poignant and powerful. Fireside chats afford a crucible for candor and a forum for authenticity. Ten years ago, I was a trainer at the retreat and a guest at the after-dinner fireside chat.
CSM Magazine
DECEMBER 21, 2020
When we go to school to study for a degree, we assume that the knowledge and skills we’ll obtain there is everything we need for success. We rely too much on this and often forget that college and university programs are designed to provide us with fundamentals and develop our urge for development and continuous learning. Luckily, there are some tips and tricks that may be left out if you only attend lectures, work on your research projects, and read recommended literature.
Knowmax
DECEMBER 21, 2020
What is proactive customer service and how can it benefit your business?
CSM Magazine
DECEMBER 21, 2020
Even before the COVID pandemic, the trend toward working at home was becoming more popular. However, by March 2020, many workers transitioned to working at home as offices closed and social distancing regulations were put in place. Even those who prefer working at home may find it a challenge. Indeed, some issues arise at home that would not be relevant to office culture.
Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster
As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.
Knowmax
DECEMBER 21, 2020
Top 10 customer centric strategies to gain loyalty.
ProProfs Blog
DECEMBER 21, 2020
What’s that one thing you’d like to change about your business? If it’s to avoid seeing customers leave your business, then you aren’t alone in this. A lot of business owners want to reduce customer churn and retain as many as possible. Honestly, it’s not because of revenue all the time. There’s a lot more to this. Stable customer base results in higher referrals, improved upsell revenue and increased lifetime value (LTV) which further results in improved customer acquisition in future.
SmartKarrot
DECEMBER 21, 2020
Role: VP of Customer Success Location: Pleasant Grove, UT, US Organization: IsoTalent As a VP of Customer Success, you will develop and execute a strategic roadmap for the customer success organization. Drive customer outcomes by increasing renewals, reducing churn, driving up-sell, and identifying opportunities for cross-sell. Identify key opportunities to improve the customer journey by developing and executing on customer programs.
ViiBE Blog
DECEMBER 21, 2020
What is a Truck Roll? A truck roll is when a technician is dispatched, via truck or another type of vehicle, to address a technical issue such as maintenance, installation, or rearrangement. The problem posed by truck rolls. Field service organizations rely heavily on truck rolls to reach customers; however, truck rolls are often counterproductive. Dispatch-heavy organizations like digital service providers report 25% of truck rolls as non-value added (NVA) and an immense waste of resources.
Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.
SmartKarrot
DECEMBER 21, 2020
If you are a customer success professional, you get to collaborate with many other departments in your organization. Customer success is not a siloed function. It brings many opportunities for other departments to leverage the customer data that it has access to. And when it collaborates with the sales division, customer success qualified lead, CSQL, is what it produces to drive business growth.
CSM Magazine
DECEMBER 21, 2020
The type of customer experience you provide your customers will stay in their minds long after the sale. Positive or negative, it will impact the growth of your business and determine the success or failure of your enterprise. A study by American Express found that customers tell an average of 15 people about a poor service experience, compared with 11 people they’ll tell about a positive experience.
ClientSuccess
DECEMBER 21, 2020
2020 has certainly been a year to remember, whether we’d like to or not. While all SaaS organizations saw their fair share of ups and downs, there were plenty of changes, challenges, and opportunities for customer success teams to keep things interesting. While it may seem impossible that this year is finally coming to an end, now is the time to start looking forward.
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