CSM Magazine
JUNE 12, 2020
Emergent technologies have forever changed traditional customer service support. In this in-depth article, Reina G. Wiatt and Jolene A. Lampton look at the state of customer service in the digital age. Telephone assistance, written letters, and face-to-face interaction—once staples of the office landscape—are no longer sufficient to meet the changing needs of today’s global marketplace.
Totango
JUNE 12, 2020
In this digital age, virtual teams and remote engagement are the new norm. Signals are that businesses are considering putting much more emphasis on remote engagement moving forward. Companies who saw success with virtual teams and virtual engagement are planning to continue with virtual teams once shelter-in-place rules lift, so it’s important to optimize remote ways of working. .
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ChurnZero
JUNE 12, 2020
This is a guest post by Jason Conrad, Advisory Board Member of Customer Imperative. Today, you’d be hard-pressed to find a high-velocity Sales, Marketing, or Product team without a designated operations function. Beloved by their tactical peers, operations brings needed order and logic to busy, results-oriented teams. They focus on how to get things done faster, better, and more efficiently.
ShepHyken
JUNE 12, 2020
This week we feature an article by Chloe Sesta Jacobs , Head of People & Culture at Deputy. She provides crisis management strategies for call center employees during challenging times such as COVID-19. Up until recently, we all thought we had a pretty good idea of what it meant to provide a high level of customer service. But customer service in the time of COVID-19 looks remarkably different.
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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.
Taylor Reach Group
JUNE 12, 2020
By Peg Ayers. “A person’s name is to that person the sweetest and most important sound in any language.”. – Dale Carnegie . Of the many skills required of me in more than 25 years of running large contact centers, one of the most critical has been the ability to remember employee names. When I left my position as Customer Service Director of a firm in Cheyenne, Wyoming, I received a number of letters of thanks including one, from Deb, that still inspires me.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Ian Jacobs
JUNE 12, 2020
(Kara Hoisington, Mark Baizen, and Daniel Hong contributed to this blog.) Forrester just finished a customer service exec roundtable discussion on how companies and customer service organizations are weathering the COVID-19 storm. The insight-rich conversation presented an open forum for these 22 execs to share their victories and challenges during this time.
VirtualPBX
JUNE 12, 2020
For a quick update on the state of our Video Calling beta test, our COO, Lon Baker, provided some insight about what’s been going on behind the scenes. Foremost, Baker expressed his excitement about the impact that video will have on VirtualPBX in the years to come. “I know this is cliché,” he said, “but it’s my belief that video will start a new era for the company.
Cyara
JUNE 12, 2020
Happy Friday! As I approach the end of another busy week, I realize how many tabs I have open in my Chrome window containing content that’s earned a place in the “Ooooo… that sounds interesting! I can’t wait to read that article as soon as I finish…” category of my work life. And, if you are anything like me, you make it to Friday realizing you never found your way back to all the articles and news you wanted to dive into but couldn’t find the time.
Tethr
JUNE 12, 2020
The Tethr Effort Index (TEI) is an AI-derived metric, measuring the effort for each customer interaction based on more than 100 independent variables and thousands of discrete phrases and utterances. Rather than waiting for low-response rate surveys to measure effort, TEI scores every customer interaction so managers can instantly deliver critical customer interventions and help agents upgrade their game.
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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
Ameyo
JUNE 12, 2020
WhatsApp has become the most popular messaging app worldwide and it has raised the bar for the businesses to deliver smooth customer service. And people choose to do business with the brands that understand the uniqueness of their needs and provide customer service over their preferred channel. Adopted by over 2 billion people across 180 … How WhatsApp can change the Customer Engagement Landscape of E-Commerce Forever?
Ian Jacobs
JUNE 12, 2020
Twenty-two customer service executives shared their victories and challenges during the coronavirus pandemic. Read key takeaways from this conversation about customer service during COVID-19.
Concentrix
JUNE 12, 2020
As we continue our efforts to keep you informed of the COVID-19 situation across the globe, India moves to fourth place in countries worst hit by the pandemic, while the US remains the worst with two million confirmed cases. Several countries in Southeast Asia continue to set pandemic restrictions even as cases ebb. European countries continue their reopening plans.
LiveVox
JUNE 12, 2020
Unifying Sales, Marketing, And Customer Support Via CRM: How To Get It Done In the previous blog in this series, we discussed how the future of CRM will include unification of internal departments from sales, marketing, operations, and customer support to ultimately put the customer at the center of all business processes. While this will. The post Unifying Sales, Marketing, And Customer Support Via CRM: How To Get It Done appeared first on Livevox.
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.
Nuance
JUNE 12, 2020
As one of Australia’s “big four” financial institutions, National Australia Bank (NAB) serves more than 6 million customers across the country with around 2,000 frontline bankers handling more 8 million inbound calls every year. That’s a lot of phone interactions, making it difficult to deliver exceptional customer service, especially when time-consuming – and sometimes confusing [.
Quality Contact Solutions
JUNE 12, 2020
By Nathan Teahon, Strategic Account Manager. In the world of inbound call center outsourcing, many things are going to factor heavily in deciding which call center to use for inbound call handling. Those factors are going to include things like location, agent quality, experience, facilities, reporting capabilities, the likability of management staff, certification requirements such as HIPAA, PCI Level 1 , as well as several other factors.
Ameyo
JUNE 12, 2020
WhatsApp has become the most popular messaging app worldwide and it has raised the bar for the businesses to deliver smooth customer service. And people choose to do business with the brands that understand the uniqueness of their needs and provide customer service over their preferred channel. Adopted by over 2 billion people across 180 … How WhatsApp can change the Customer Engagement Landscape of E-Commerce Forever?
CSM Magazine
JUNE 12, 2020
Back in the day, there were fewer ways that hackers could use personal data against people. Therefore, data privacy was not as big of a concern as it is today. Nowadays, people want to know what businesses do with their data. This is a method to ensure that both big and small companies won’t sell customer data or have it misused. As a result, data privacy has become a huge concern.
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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.
inSided
JUNE 12, 2020
Welcome back to Episode 4 of The inSide Scoop: The customer success community podcast from inSided. This time we're in conversation with Lila Meyer, Director of Product Education at Gainsight, who tells us EXACTLY how they use their inSided-powered community for a product feedback process that ensures they continue to develop outstanding customer-centric products!
Knowmax
JUNE 12, 2020
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SmartKarrot
JUNE 12, 2020
Product adoption will be your leading indicator for achieving customer success. You will have to stay on top of tracking it so that you can reduce churn and increase retention. In the SaaS world, measuring it using product adoption metrics will verify how much value your customers are receiving from your product. If they are gaining a tremendous amount of value, you will see user retention levels increase, along with lifetime value.
Totango
JUNE 12, 2020
As America gets back to work and begins recovering from the economic downturn and delays that accompanied the 2020 pandemic, companies are discovering they must focus on their customers more than ever to remain competitive. . With everyone scrambling to retain customers while simultaneously strategizing ways to attract new business, it pays to know what your customers want.
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!
SmartKarrot
JUNE 12, 2020
Role: Customer Success Manager Location: Beaverton, Oregon, US Organization: RFPIO Inc. The Customer Success Manager (CSM) should actively be involved with customers to build relationships, promote software adoption, address Customer issues, identify new business opportunities, negotiate terms for Professional Services, and for the ongoing promotion of the value of RFPIO solutions.
Back Office Centers
JUNE 12, 2020
Most companies that struggle to meet their targets in their back office work are the ones that do not give them proper attention. It is their inability to foresee the future impact of bad back office jobs like data entry, data mining etc. Ultimately, inefficiency in back office has a major bearing on the core process and many front-end operations. The best way to achieve targets is by giving attention to back office outsourcing services that can deliver consistently.
SmartKarrot
JUNE 12, 2020
At the 2015 conference, Jason Lemkin famously said that “Customer Success is where 90% of the revenue is.” This bold statement really does hold validity to it. Most of the revenue your company will rake in will come in? after ?the initial sales are received. Renewals, upsells, and cross-sells will help with customer success, which is why they will continue providing you with more revenue.
SmartKarrot
JUNE 12, 2020
If you’re in the Software-as-a-Service (SaaS) business, by now you’d know that SaaS is no longer a business luxury – it is everywhere. There are many well-funded companies as well as start-ups that are thriving and if 2018 was an amazing year for SaaS, with software companies in the US spending $63.1billion on R&D and accounting for one-fifth of domestic R&D in the US, 2020, despite the pandemic hiccup, has only made businesses rely more on SaaS to reach out to people. .
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
JUNE 12, 2020
Source. With so many SaaS companies offering similar products in different niches, customers have become central to their business. Companies have understood that to run a successful business, customer retention is as important as acquiring a new customer, if not more. Customer churn has become such an important issue that they are investing in either buying or building a customer churn prediction software to deal with this.
SmartKarrot
JUNE 12, 2020
When you want to get on the fast track to reducing customer churn and increasing your company’s MRR, you need to get focused on achieving customer success. To accomplish this, you need to have someone who can lead the entire customer success team, along with your customers, to experience stellar customer success. When you are ready to hire a VP for customer success, what do you look for?
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