Mon.Sep 09, 2019

3 Proactive Customer Success practices to reduce churn


‘Churn’ is quite possibly the cringiest word in business. No one wants to talk about it but everyone has to. Churn may refer to the loss of customers, annual revenue, monthly recurring revenue (MRR), bookings, leads, anything. However, the common element is loss.

Is Your Customer Personalization Actually Personal?

CSM Magazine

Andrea Belk Olson investigates the topic of customer personalization and explains how it can add depth to your customer relationship building. It’s really fascinating to speak with organizations about their personalization strategies.

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Conversations with Clients: Ding Yi (Allen), Ant Financial, Part 2


“… the technology revolution (e.g., the cloud and AI) has made everything possible, and brought the opportunity for a re-establishment of industry standards.”. Ding Yi (Allen), Director of Customer Service. COPC Inc.

5 Top Customer Service Articles for the Week of September 9, 2019


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.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

How to Reduce the Risk of Response Bias in Your Surveys


More Trending

7 Key Qualities that Make a Good Customer Service Team Coach


Coaching empowers your customer service team with expert support, guidance and encouragement — or, at least, it should. HR Management for CX CX Culture

The Artificial Intelligence Journey in Contact Centers

Cisco - Contact Center

I would like to share some thoughts pulled together in discussions with developers, customer care system integrators and experts, along one of the many possible journeys to unleash all the power of Artificial Intelligence (AI) into a modern customer care architecture.

Beyond Channels: More Effective Customer Support


Going beyond channels through changes to your products and services will make support easier to access, reduce customer effort, and allow you to resolve tickets faster. When support leaders are asked “how do you support your customers?”

How to Optimize Customer Communications Across Customer Journeys


Customer experience (CX) has been gaining traction; it’s now much more than just a buzzword and it now requires your immediate attention.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

Totango IBIZA Product Updates | September 9, 2019


Totango Product Updates | September 9, 2019. Introducing Agenda, an enhanced experience for your team to manage their work and control their time. Portfolio managers are extremely knowledgeable about their customers and their work.

Webinar: Creating the Ultimate Global Customer Experience

Language I/O

Should Your Human Resources Team Work More Closely with IT?

Noble Systems

Do HR and IT teams have a mutual understanding of one another? Some say no, they do not, and, further, it’s the toughest barrier to effective HR/IT collaboration.

Why IVR Automation Allows for More Secure Phone Payments


Data security. Without it, and without your systems unerringly maintaining it, your business could fail for the simple reason that your customers expect data security above everything, even ease and convenience.


Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

Hiring People who Smile is One Step in the Right Direction

Ann Michaels and Associates

It takes a mere second and can actually make someone’s day. Smiling is probably the most underrated gesture we can bestow upon one another. Think about how many people you interact with during the day. Or maybe people you just walk by. How easy would it be just to smile at them?

How Contact Center Software Can Change Your Business


Are You Overworking Your Call Center Agents?


Your call center agents are the lifeblood of your facility. It’s only natural that you depend heavily on them for the work they provide. However, there’s a difference in appreciating their hard work and overworking your agents to the point of burnout.

Call Center Coaching Effectiveness: 5 steps to (Finally!) Realizing a Return on Coaching

Amplifai Coaching Category

By Melissa Pollock & Jim Rembach. Coaching

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

The Customer Care Roundup for September 9, 2019

Global Response

Contact center industry news in the past month has included articles that have examined the relationship of customer service to customer experience, as well as attitudes on how artificial intelligence will be more. The post The Customer Care Roundup for September 9, 2019 appeared first on Global Response. Global Response Blog Industry

5 Ways to Build a Stellar Digital Reputation


When customers look up your company online, what is their first impression? Do they see a friendly, approachable brand? Can they find clear information? The way you present your brand online determines how loyal your customers will be. To earn their loyalty, you must first establish trust.

ConcentrixCX Mobile


Our mobile app makes ConcentrixCX tools accessible - anywhere. The post ConcentrixCX Mobile appeared first on Concentrix. Fact Sheets Resources Fact Sheet


TSIA & Squelch: How Support Can Build a Knowledge-Sharing Culture


The post TSIA & Squelch: How Support Can Build a Knowledge-Sharing Culture appeared first on Squelch. Customer Support

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

Make Sure You Know Every Lead’s Complete Customer Journey with EveryLead

CallSource Insights

Online-and-offline marketing attribution, tracking, plus analysis of prospect conversion-to-appointment ratios and online inventory search analysis for your dealership. With today’s digital-savvy consumer, it is important to be able to track both online and offline interactions. To truly learn about your leads and how they are getting to your dealership, it is vital to track their complete customer journey. With EveryLead , automotive dealerships can do just that.

TSIA & Squelch: How Support Can Build a Knowledge-Sharing Culture


The post TSIA & Squelch: How Support Can Build a Knowledge-Sharing Culture appeared first on Squelch. Customer Support

Four Ways to Rise Above Channel Fatigue


Share This Story. Consider for a moment the many ways customers are inundated with a multitude of brands, all vying for their attention. Take the email inbox, for example. Customers can’t unsubscribe fast enough from all the generic email newsletters they receive.

Choosing the Right Contact Center Software Can Increase Business, Reduce Costs and Improve Efficiency in Call Centers


Call centers operate on extremely competitive terms and have a tough task on their hands. On the one hand, they must satisfy their clients with exemplary services that enhance brand reputation and saves them costs.

Transforming Customer Care with AI

Speaker: Laura Bassett, Senior Director Product Marketing, NICE inContact

Gartner predicts that by 2020, 85 percent of customer relationships will be managed without human interaction. We are well on our way and may even hit 90% by next year. With the increase in artificial intelligence tools we see in the marketplace, it’s important to understand how AI is transforming our contact centers. Join our live education session, backed by new independent studies to learn more about: AI: The basics. Why does my contact center need to adopt AI now? Introducing AI in your contact center: where and when. The effect on the Customer Experience. Successful implementation of AI support in your center. Recommendations for your AI superpower pack.

Hear the Call for Help! How Siren Detection Can Make Your Car a Force for Good.


Let’s imagine a beautiful day where the sun is shining, your favorite song is cranked up, and you are singing along as you drive home from work on a Friday afternoon. Just as you prepare to belt out the final verse, an emergency vehicle flies by with the sirens blaring.


Four Ways to Rise Above Channel Fatigue


Share This Story. Consider for a moment the many ways customers are inundated with a multitude of brands, all vying for their attention. Take the email inbox, for example. Customers can’t unsubscribe fast enough from all the generic email newsletters they receive.

Treating employees as customers

Connecting the Dots

CCMC ~. Satisfied employees enhance the bottom line. Research shows that, if employees are happy, there is direct correlation to improved customer satisfaction and loyalty. Given that human resources and customer service managers are faced with a tight employment market and limited resources for recruiting, screening and training employees, retention of motivated employees is increasingly critical.