JustCall
SEPTEMBER 9, 2019
‘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. And businesses never want to face a loss in any facet. . 61% of people have reported generating leads as their top marketing challenge.
CSM Magazine
SEPTEMBER 9, 2019
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. They speak often about things like “customized content” or “customized products”, where a customer can select a unique product color, or filter specific content they want to see on your platform.
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COPC
SEPTEMBER 9, 2019
“… 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. recently sat down with Ding Yi (Allen), Director of Customer Service, who oversees the development of artificial intelligence (AI) in customer service at Ant Financial.
ShepHyken
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. When Loyalty Rewards Expire, So Does A Customer’s Loyalty by Dan Gingiss. (Forbes) Rewards programs can be lucrative for loyal customers, but when companies add lots of rules and restrictions to a loyalty program, it can actually have the opposite effect.
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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.
Callminer
SEPTEMBER 9, 2019
Here’s what you need to know about Net Promoter Score (NPS), how it works, and techniques, along with expert NPS best practices you should know.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Ann Michaels and Associates
SEPTEMBER 9, 2019
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? You never know what kind of day someone is having so why not try to make it just a little better.
GetFeedback
SEPTEMBER 9, 2019
Response bias is a problem for anyone undertaking market research. Let’s face it—when you conduct any market research or customer.
bold360 Blog
SEPTEMBER 9, 2019
Subscribe via iTunes , Spotify and more. People get excited about AI. But a lot of times, they get lost in the hype. So, on the latest episode of AI:IRL , Guy Zipori joined me to talk through what’s hype and what’s reality. He also talked about some things we need to keep in mind when it comes to AI and how you can determine if AI is right for your business.
VocalCom
SEPTEMBER 9, 2019
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. Here are five ways to build a stellar digital reputation that will win over customers, old and new.
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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
Connecting the Dots
SEPTEMBER 9, 2019
CCMC ~. Many consulting and training organizations point directly to employee attitudes and behaviors as the cause of more than two thirds of customer attrition. But, instead of using this knowledge to examine the entire organization and to train employees appropriately, most companies focus strictly on the individual customer service representative (CSR) for performance assessment.
Global Response
SEPTEMBER 9, 2019
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.
Topdown
SEPTEMBER 9, 2019
Customer experience (CX) has been gaining traction; it’s now much more than just a buzzword and it now requires your immediate attention. Whether you are an insurance firm, a bank, or any other type of business that interacts with people, the customer’s journey plays an extremely important role for attracting and retaining customer base.
Connecting the Dots
SEPTEMBER 9, 2019
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.
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.
Totango
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. In order for them to be successful, they should know the goals of their work, how their activities relate to the goals of the team as a whole, and the time frame in which they’re working on these initiatives. .
Alorica
SEPTEMBER 9, 2019
As companies care more about doing good in the world, they’re selecting partners who share their same passion. International Association of Outsourcing Professionals (IAOP) recently launched its long-awaited Social Responsibility in Outsourcing (SRO) Chapter with its inaugural webinar, “The Evolution of Socially Responsible Outsourcing: Relevant Now More Than Ever.
Noble Systems
SEPTEMBER 9, 2019
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. Top-performing organizations are making HR-IT collaboration happen, and there are many ways HR and IT are working together today to ultimately power employee experiences for a workforce whose demands are greater than ever.
plumvoice
SEPTEMBER 9, 2019
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. Adding to the complexity is that health data must now be kept secure in addition to identifying data such as social security numbers and. Read More.
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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.
Concentrix
SEPTEMBER 9, 2019
Our mobile app makes ConcentrixCX tools accessible - anywhere. The post ConcentrixCX Mobile appeared first on Concentrix.
Salmat
SEPTEMBER 9, 2019
Every day all of us login our email accounts to be greeted by messages that aim to sell us something, or tell us something about a product or brand. On rare occasions the look of these emails make us go “WOW! , in most cases these emails make us wonder whether they even cared about where and how you are viewing it, with parts of the email not rendering well at all.
Hodusoft
SEPTEMBER 9, 2019
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. On the other hand, they are in touch with customers of their clients and keeping them satisfied is no less important. Operations of the contact center depend on the infrastructure in terms of space, the IT setup, communications setup, people and their expertise and, not the least, the
ChaseData
SEPTEMBER 9, 2019
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. Here, we’ll explain how to find the balance to create an appropriate call center agent workload and how to keep your agents from becoming overwhelmed.
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!
Nuance
SEPTEMBER 9, 2019
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. This exact scenario has happened […] The post Hear the Call for Help! How Siren Detection Can Make Your Car a Force for Good. appeared first on What’s next.
CallSource Insights
SEPTEMBER 9, 2019
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.
Playvox
SEPTEMBER 9, 2019
Coaching empowers your customer service team with expert support, guidance and encouragement — or, at least, it should.
Squelch
SEPTEMBER 9, 2019
The post TSIA & Squelch: How Support Can Build a Knowledge-Sharing Culture appeared first on Squelch.
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
Squelch
SEPTEMBER 9, 2019
The post TSIA & Squelch: How Support Can Build a Knowledge-Sharing Culture appeared first on Squelch.
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