ShepHyken
AUGUST 25, 2020
The Voice of the Customer. How to Collect Customer Insights to Drive Your Customer Experience. Shep Hyken interviews Simon Glass , CEO of Discuss.io. They discuss strategies for collecting customer feedback and how to use those insights to help your business succeed. Top Takeaways: Using video can be a great way to connect with your customers and collect their feedback.
Contact Center Pipeline
AUGUST 25, 2020
When you think of working from home, several benefits come to mind. The savings in both time and money to commute back and forth to work. And, if you usually eat out for lunch, you can save money by eating home-cooked meals. Working from home can also improve one’s work-life balance and help reduce the […].
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TELUS International
AUGUST 25, 2020
The pandemic has changed the way many consumers shop. Discover why omnichannel sales and CX is critical to the continued success of e-commerce in a post-pandemic world.
The Call Center School
AUGUST 25, 2020
Today's world is in a constant state of change which is affecting society as well as the economy. In the last century, businesses have come a long way in creating a modern workplace for a demanding and increasingly self-determined workforce. Especially in the contact center industry, which is heavily influenced by employee attrition, recruiting, training as well as motivating the right people with the right skills can be a real challenge.
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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.
Lumoa
AUGUST 25, 2020
We live in a competitive world. Every business wants loyal customers, but figuring out how to create customer loyalty isn’t easy. While customer service and customer experience are two key terms often used in discussions about customer loyalty… what do they actually mean? Are they different, or are they two ways of describing the same thing? Let’s clear up the confusion with a little head-to-head comparison.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Lumoa
AUGUST 25, 2020
How would you rate your customers’ emotional investment in your brand? Do they love you? Do they care about what you have to say? Do they connect with what you stand for or do they just see you as one service provider among many? Answering questions like these may take some soul-searching. They strike at the heart of the concept of customer engagement, that oft-used buzzword you’ll find referenced across the internet.
Nicereply
AUGUST 25, 2020
Even if your goal isn’t to be an everyday yoga practitioner, a little more loving-kindness towards yourself can never hurt. Two billion people worldwide do yoga , and about 20 million of them live in the US. Conversely, nearly 3 million people in the US work in customer support. Numerically, your chances of being a support person and someone who does yoga are pretty high.
Ameyo
AUGUST 25, 2020
COVID’19 Pandemic has changed the way we work and communicate with each other. Consequently, businesses are rapidly advancing their strategies to sustain and thrive in these turbulent times. While personal visits have taken a backseat, remote working, and online engagement is the new trend. During this time of intensified uncertainty and isolation, people look forward … How Can Advanced Chat Solutions Uplift Your Customer Engagement?
Satrix Solutions
AUGUST 25, 2020
Driving revenue can take on many shapes and forms, with upselling to existing customers being an important contributor to growing profits. The main draw for upselling to existing customers is that it provides a new revenue stream with no (or minimal) additional customer acquisition cost (CAC) that obtaining new accounts require.
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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
Cincom
AUGUST 25, 2020
Cincinnati, OH (August 24, 2020) – Cincom Systems, Inc. , a global supplier of enterprise software solutions and a Microsoft Dynamics partner, announces that, as part of furthering its push to work more closely with communities that make up the tech industry, Cincom ® Account Executive, Robert Kavanagh , has joined the International Association of Microsoft Channel Partners (IAMCP ) Board of Directors as the Sponsorship Chair.
Method:CRM
AUGUST 25, 2020
This infographic shares the many benefits of customer retention for small businesses. Below, you can find the text version of this infographic. Why customer retention is key to small business success. The benefits of customer retention. 80% of small business revenue will come from just 20% of customers. A 5% higher customer retention rate can increase profits by 25%.
Serenova
AUGUST 25, 2020
There are two constants in the contact center. Customer expectations are evolving, and contact center leaders are working to elevate the customer experience. Whether evaluating new support channels, providing more agent training or assessing areas to further streamline operations, for most contact center leaders, success is predicated on the ability to measure, evolve and improve.
Noble Systems
AUGUST 25, 2020
Banking and other financial services firms are continually challenged to train, motivate and retain employees in order to deliver consistent, high performance services and build consumer trust. In-depth product knowledge, regulatory compliance, issue resolution, ethics and soft skills acumen are essential to engaging consumers with confidence. To address these challenges, many financial services firms are turning to Gamification.
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.
Talkdesk
AUGUST 25, 2020
One of things I value most about being a Talkdesk founder is mentoring other entrepreneurs in their start-up journeys. I love sharing how well the company is doing; I tell them how proud I am of the confidence our investors have in Talkdesk. I could talk for days about the happy, grateful customer emails I receive—but I often pause before doing so. Why?
Avoxi
AUGUST 25, 2020
2020 sure has turned the world upside down for people and organizations worldwide. The coronavirus pandemic has sent hundreds-of-thousands of businesses into a tizzy, shifting work operations home - many for the very first time. As call center agents try to balance remote work with home life - plus virtual learning schedules of kids -… The post Tech Tips: Improving Internet Connection Issues of WFH Agents appeared first on AVOXI.
NICE inContact
AUGUST 25, 2020
If you manage a call center or are responsible for delivering customer services, you undoubtedly have noticed a shift away from simply providing good customer service and a new-found focus for creating great customer experiences. Well, its not so much of a shift as it is a realization that customer service is a major component of, and driver for, customer experience.
Nuance
AUGUST 25, 2020
John C. Crosby said, “Mentoring is a brain to pick, an ear to listen, and a push in the right direction.” Nuance employees know this firsthand – our global Mentoring Matters program gives them the opportunity to make a meaningful connection with a colleague so they can learn from each other. Mentees and mentors talk [.] The post Mentoring Matters: partnerships can make a real difference appeared first on What’s next.
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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.
Quiq
AUGUST 25, 2020
Share This Story Quiq is proud to announce that it has been named a FrontRunner for Live Chat by Software Advice. To earn an esteemed “FrontRunners” badge, a product must receive top user ratings and achieve high scores in functionality, ease of use, value for money, likelihood to recommend, and customer support. The FrontRunners quadrant, powered by Gartner Methodology, provides a data-driven assessment of products in a particular software category.
ChaseData
AUGUST 25, 2020
A growing number of business owners and managers are moving toward a blended or entirely remote work model. Since the spread of COVID-19 throughout the world in early 2020, remote work has gone from a small part of the formula many businesses use for success to a major backbone of modern society. If you are like many other call center managers, your workforce is increasingly remote.
AnswerConnect
AUGUST 25, 2020
Believe it or not, 61% of B2B marketers send all leads directly to Sales. Sales then process all unfiltered leads, Continue Reading → The post Do better business with a quick lead response strategy appeared first on AnswerConnect Blog.
Quiq
AUGUST 25, 2020
Share This Story If you’re still wondering “What’s the difference between Google RCS and Business Messages?”, you’re not alone. You’ve probably heard a lot about the benefits such as the ability to send and receive longer messages, attach files, and send hi-res images. While there are similarities between the two, let’s dig into the differences. The biggest difference between Google RCS Business Messaging and Google’s Business Messages is that “RCS” is actually a protocol adopted by the major te
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!
FreshGrade
AUGUST 25, 2020
Connection matters, and we’ve been working hard to fully integrate a multitude of meaningful connection points for learning communities in the NEW FreshGrade Connect platform. Last week we posted a blog that highlighted some of the reasons FreshGrade has been focused on delivering teachers, students, and families the most powerful student portfolios in the world.
Skybridge
AUGUST 25, 2020
5 Ways to Turn Find and Fix Problems Early. You know the saying, “if it’s not broken, don’t fix it…”. In a year like this one, when so much has seemed to be broken, turned inside-out, or teetering on the edge, your time, focus, and resources have probably been pretty tied up. You’ve been busy. So it would be understandable if you haven’t spent much time lately, digging into your customer satisfaction performance.
CSM Magazine
AUGUST 25, 2020
The popular Progressive commercials with Dr. Rick tend to hit a bit too close to home sometimes. . Focused on the concept of “helping new homeowners avoid becoming their parents”, it’s also truly relevant to us as organizational leaders. When we are young and starting our careers, we are aspirational. We embrace change and learning.
Spearline
AUGUST 25, 2020
As the summer of 2020 comes to a close, moving into the winter months, I have been reflecting on the progress Spearline has made since I co-founded it alongside my college friend and now business partner, Matthew Lawlor, Chief Technical Officer (CTO), back in 2003. This year has seen many challenges and changes, for our communities, our industry, and our business.
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
CSM Magazine
AUGUST 25, 2020
Social media is the perfect channel for nurturing and converting leads into paying customers. In fact, studies have shown that 40% of customers use social media platforms to search brands and products, and that Gen Z and Millennials consider social media the most relevant advertising channel. With staggering numbers like these, it’s not surprising that many businesses invest in the development of social media strategies to convert more leads into sales.
ScreenSteps Call Center
AUGUST 25, 2020
We often get asked, "What is ScreenSteps and how can it help our call center?". We put together a short video (less than 2 minutes long) that explains exactly that!
Strikedeck
AUGUST 25, 2020
Vincent Manlapaz, in an interview with Sean Whitsitt, talks about the importance of strategic planning to help customers achieve outcomes and hit their goals.
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