Steve DiGioia
APRIL 3, 2023
Sure. Coming out of the COVID pandemic, many businesses are still having difficulties hiring enough employees to properly service their customers. I understand that. But, if that’s the case, at least find a few seconds to acknowledge the customers who enter your door, regardless of how busy you are. Example: The other day, my family and I entered a restaurant for a late lunch.
HelpCrunch
APRIL 3, 2023
Let’s be honest, our job, as marketers, managers, and developers, will never end because we have to constantly think about how to surprise a customer more. How to make their experience more pleasant, outstanding, and [ … ] The post How to Collect In-App Feedback: Methods and Best Practices appeared first on The HelpCrunch blog.
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Lumoa
APRIL 3, 2023
We are thrilled to announce our new partner: B2B Customer Experience Agency. By combining expertise in B2B customer experience with Lumoa’s powerful platform, we can create exceptional customer experiences that drive growth. We recently had the pleasure of interviewing Anna-Maija Tanninen , founder of B2B Customer Experience Agency. We asked Anna-Maija what inspired her to start her own company and how she supports her customers to take the next step in CX. “B2B Customer Experience Agency
Joe Rawlinson
APRIL 3, 2023
Increasing the volume of traffic to your website and boosting your lead generation is easier said than done. Often, there’s a temptation to spend money on paid ads to get quick results, but organically growing your customer base is a much better option in the long term. You can implement several tactics into your marketing strategy to increase your organic search leads.
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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.
Cisco - Contact Center
APRIL 3, 2023
As corporate data centers are on the decline, cloud-first and cloud acceleration initiatives are adding pressure on IT organizations to virtualize and move to the cloud.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Cisco - Contact Center
APRIL 3, 2023
April is National Volunteer Month. This month is dedicated to people who give their time and talent to do good for their communities; it’s also a great time to encourage active volunteerism.
Acquire BPO
APRIL 3, 2023
Acquire BPO is pleased to announce that we are now officially certified as compliant with the Payment Card Industry Data Security Standard (PCI DSS) version 4.0. Chief Operating Officer Matt Carracher and Chief Technology Officer Andy King received the certificate from SISA Founder and CEO Dharshan Shanthamurthy and Principal Consultant Prajwal Gowda at a ceremony held at our Melbourne office on March 24, 2023.
Cisco - Contact Center
APRIL 3, 2023
After digitizing their operations, today’s factories are poised to take the next step in modernizing their plants.
NobelBiz
APRIL 3, 2023
As businesses strive to provide exceptional customer experiences, call centers have become an increasingly important part of the customer service strategy. Contact centers are responsible for handling customer inquiries and complaints while providing solutions. Call center quality management (QM) is an essential process that helps businesses ensure their call centers are meeting customer expectations and delivering quality services.
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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
Cisco - Contact Center
APRIL 3, 2023
When Cisco invests in partner enablement, it intends to provide assets to maximize profitability and productivity.
NobelBiz
APRIL 3, 2023
Generally speaking, in the contact center space, people tend to look at the one-to-one interaction with an agent as the primary means of obtaining information about products and services. However, most, if not all, inbound-oriented contact center departments are faced with the problem of a huge influx of trivial inquiries taking up most of the agent’s time.
JustCall
APRIL 3, 2023
An auto dialer app is invaluable for sales teams, customer service agents, and call center personnel. It allows them to focus on what is essential and not waste time handling routine tasks. After all, dialing multiple numbers, handling busy signals, and answering machines reduce the time which could be invested in working productively. An auto dialer app takes care of this and can boost sales, too.
Abby Connect
APRIL 3, 2023
Customers interact with businesses all the time (we’ve all been there), from conversations with the front desk to sales and customer calls. They’re subconsciously experiencing the same sequence of communicative events, and the only thing they’ll remember is the first of those conversations—the primacy effect.
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.
JustCall
APRIL 3, 2023
Introduction Have you ever called your favorite brand’s customer care number to be met with drawling, robotic menus over the telephone that only offer more questions and no resolution? You are not alone. A standard IVR is frustrating for about 46% of the callers , who say that the unending, pre-recorded IVRs are a terrible experience. Thankfully, with conversational AI-based IVRs, you can turn this metric around for your customers.
24-7 InTouch
APRIL 3, 2023
IntouchCX optimizes workflows and elevates customer experiences (CX) for health technology brands with our leading-edge solutions. Our innovative approach to customer care allows us to deliver positive, tech-enabled experiences for patients, providers, and businesses alike. A leader in healthtech launched their healthcare workforce app in 2019 and needed our help to streamline workflows and significantly improve provider experiences.
Vistio
APRIL 3, 2023
Watch to the full podcast here: Or click here to just listen to the audio. Throughout the greater CX industry, there are so many benefits to being involved in a community. Today Rob Connelly and Jakob Mattice, discuss the impact that communities have on the CX industry. The more connected agents are to the company reflects onto their experiences with the customer; so it’s important to build up a strong connection.
JustCall
APRIL 3, 2023
Struggling to get a response from a potential client or lead? Despite sending multiple emails and leaving numerous voicemails, are you running out of luck? You’re not alone. The sales landscape is constantly evolving, and standing out from the crowd while converting prospects is not a small feat. If you want to cut through the noise and make an impact, you need to leverage the power of creative sales voicemails.
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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.
Kapta Customer Success
APRIL 3, 2023
As few as 30% of change management programs succeed, but according to McKinsey , it’s possible to boost the success rate of organization transformation to as much as 80%. To do this you need to go beyond necessary purchases, such as software, to focus on the human element of the change management process.
Cisco - Contact Center
APRIL 3, 2023
Over the past year, companies operating in critical infrastructure and industrial industries have faced numerous business challenges: labor shortages, supply chain disruptions, geopolitical… Read more on Cisco Blogs
Injixo
APRIL 3, 2023
In my career working in contact center consulting, and in the area of workforce management in particular, the advances in technology have been significant. In retrospect, we now have software capability beyond what I imagined along the way. However, some constants in the successful implementation of WFM technology have remained. Specifically, understanding the importance of process and the role of human behavior in the adoption and implementation of technology are still among the most critical e
CSM Magazine
APRIL 3, 2023
Artificial intelligence (AI) used to be thought of as nothing but a science fiction fantasy. In recent times, the tech has exploded and the latest AI-powered chatbots have made headlines across the world. Supporters maintain that it will herald a new dawn for mankind, while detractors fear it could be our downfall. Customers are the lifeblood of a business.
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!
Spearline
APRIL 3, 2023
Contact centers typically aim to handle as many calls as possible and resolve customer issues quickly while maintaining high customer experience (CX) standards. The contact center is a complex environment, and with many features and options available, there is always a risk of issues arising that can impact your customers’ experiences and your brand reputation.
Horizon CX
APRIL 3, 2023
You know you’re in for a lame and frustrating customer service experience when the recorded voice says to you, “Please listen carefully as many of our options have changed.” How often have you heard that phrase from the same business you happen to call many times over? And exactly how often do these choices warrant changing—weekly, daily, hourly? And even if I were not a frequent caller, do they think that I could memorize the plethora of choices and bypass the message?
JustCall
APRIL 3, 2023
Did you know that when it comes to SaaS customer success, acquiring a new customer can cost 4 to 5x more than retaining an existing one? Naturally, businesses will want to rely on customer loyalty for sustainable growth and profitability. This is where customer success comes in. Customer success is the practice of ensuring that your customers achieve their desired outcomes while using your product or service.
CSM Magazine
APRIL 3, 2023
The days of feeding paper into a bulky fax machine to reach its intended destination may be on their last legs. Thanks to the marvels of modern technology, faxing has undergone a serious glow-up. With just a few taps on your smartphone, you can now send and receive a fax from anywhere—your couch, a cafe, or even the top of a mountain (if that’s your thing).
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
Jon Arnold
APRIL 3, 2023
Quiet month on the public writing front, but already there are several guest posts queued up for April, so plenty more coming soon.
JustCall
APRIL 3, 2023
Omnichannel business models are on a rapid rise, and for reasons with numerical justification. According to a Softek survey , omni-customer experience has a direct bearing on customer retention, as displayed by the numbers below: Businesses deploying omnichannel customer experience retain 89% of their customers. Businesses that do not use these strategies retain only 33% of their customers.
Knowmax
APRIL 3, 2023
The post What Is Customer Effort Score & How To Improve It? appeared first on Knowmax.
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