ChurnZero
NOVEMBER 8, 2019
Serious About Customer Success? Your CRM is Not Enough! Blog Author: Alexander Weihmann. The SaaS model has rapidly changed the software marketplace by lowering the b arrier s of entry and exit for buyers. These changes have made it essential that B2B software companies adapt and deliver ongoing use r value. Now more than ever Customer Success is essential to the long-term success of your entire organization.
Call Experts
NOVEMBER 8, 2019
Companies must create dynamic environments to address the ever-changing workforce and its needs. In most situations, the direction and responsibility of this dynamic environment often fall onto the HR department. According to a survey by career builder, Human Resource leaders are being asked for their input into the company by 73% of CEOs. Leadership regularly invests in their HR departments and as the workload for this team increases, they need more support than ever to prioritize and tackle th
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Beyond Philosophy
NOVEMBER 8, 2019
You turn on the news, and the newscaster says, “There’s a lack of confidence in the stock market,” which we know means that the market is about to drop. However, confidence is a feeling. It’s not an actual physical thing, but, apparently, not having it can be costly for your net worth. . The question becomes, are we talking ourselves into a recession?
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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.
TeamSupport
NOVEMBER 8, 2019
Simply put, your business needs customer service strategies that improve their productivity and customer satisfaction. The right strategies help your customers resolve their issues faster and enable your agents to provide better support. Here are five of the winning customer service strategies every business should be using: 1. Self-service. Often the fastest and easiest way for customers to resolve a technical or support issue is just to do it themselves.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
NICE inContact
NOVEMBER 8, 2019
It’s plain and simple, using plain language in customer interactions is good business for your contact center. When you use plain language across the customer journey, you’re offering better customer service. You’re achieving higher first-call resolution (FCR) rates. You’re lowering call volume. This all leads to cost savings in your contact center.
Interaction Metrics
NOVEMBER 8, 2019
The prevalence of Survey Monkey and other DIY survey platforms have made it cheap and easy to implement customer satisfaction surveys. And while these platforms might be right for you, before you jump in, you may want to hit pause and think your DIY strategy through. With a DIY Customer Satisfaction Survey, some of the areas you’ll need to address are data accuracy, objectivity, customer engagement, and overall ease of use.
NICE inContact
NOVEMBER 8, 2019
We’re making it easier than ever for contact center managers to bring together the most powerful solution to operate your contact center, to drive efficiency and productivity, and to give your agent a streamlined desktop with everything they need in one place.
Calabrio
NOVEMBER 8, 2019
It came as no surprise to me when the Minneapolis / St. Paul Business Journal selected Calabrio’s very own Jenny Kray as a 2019 honoree for its prestigious “CFO of the Year” award. The only thing that bewildered me was why it took so long! That’s because—in only two years—Jenny has been a driving force behind several massive initiatives that have helped mold Calabrio into the leading workforce optimization (WFO) software company it is today.
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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
NICE inContact
NOVEMBER 8, 2019
It’s plain and simple, using plain language in customer interactions is good business for your contact center. When you use plain language across the customer journey, you’re offering better customer service. You’re achieving higher first-call resolution (FCR) rates. You’re lowering call volume. This all leads to cost savings in your contact center.
COPC
NOVEMBER 8, 2019
From October 21-22, 2019, I had the pleasure of gathering with some of the industry’s top minds during the fall meeting of the COPC Standards Committee — the governing organization responsible for the management and expansion of the COPC Customer Experience (CX) Standard. The COPC CX Standard is a comprehensive performance management system designed to improve operations that support the customer experience.
Jon Arnold
NOVEMBER 8, 2019
It’s never too early to start talking up Enterprise Connect 2020 , and while March seems far off, lots of planning is happening now. I’m happy to be returning for the third time in a speaking role, and will continue my focus on enterprise applications of speech driven by AI technologies. Always lots to talk about, and my session is titled Speech Technologies - Innovations and Use Cases.
ChaseData
NOVEMBER 8, 2019
What is attendance management? This is a concept that has largely evolved over the last few years to mean something very different than it originally did. When the term was first coined, it simply referred to keeping track of your employees’ attendance - when they are scheduled, when they show up, when they don’t, and when they’re late or leave early.
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.
CSM Magazine
NOVEMBER 8, 2019
More than half of small and medium enterprises (SMEs) in the UK have changed customer relationship management (CRM) supplier according to the State of the CRM Market 2019 Report from Workbooks. . The company also found that a quarter of SMEs have yet to be persuaded of the benefits of CRM and have not yet bought any system at all. The research found that the main reason for changing supplier was a poor fit in terms of the business requirements – 48% of respondents thought this was a problem.
NICE inContact
NOVEMBER 8, 2019
We’re making it easier than ever for contact center managers to bring together the most powerful solution to operate your contact center, to drive efficiency and productivity, and to give your agent a streamlined desktop with everything they need in one place. Ultimately, we’re making it simpler and easier for you to deliver the best possible experience for your customers in all the channels that they want to use today.
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