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.

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.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

How to Reduce the Risk of Response Bias in Your Surveys


Response bias is a problem for anyone undertaking market research. Let’s face it—when you conduct any market research or customer surveys you want to get truthful answers from your respondents. When your respondents bend the truth, they skew the results of the survey.

More Trending

ConcentrixCX Mobile


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


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.

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

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?”

Contact Center Cloud Migration Done Right

Speaker: Sheila McGee-Smith, Founder and Principal Analyst, McGee-Smith Analytics

Many companies are in the midst of migrating their contact center to the cloud. Understanding how best to execute the transition of premises to cloud is part of that process. Join contact center industry analyst and No Jitter blogger Sheila McGee-Smith as she discussed tried and true best practices for avoiding the potential pitfalls of CX migration.

Webinar: Creating the Ultimate Global Customer Experience

Language I/O

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.

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.

How Contact Center Software Can Change Your Business


What comes to your mind when somebody says ‘call center’? A group of people working as agents with headphones all the time? Well, it looks like that definition is now quite outdated. Every business needs a call center to optimize their day-to-day business. .

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.

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.


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.

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

AI IRL Podcast Episode 33: AI or A-Try? What You Need to Know to Break Through the Hype

bold360 Blog

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.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

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?

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.

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.

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.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

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.

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

Amplifai Coaching Category

By Melissa Pollock & Jim Rembach. Coaching

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.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

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.

Alorica Alongside Big Brands – Facebook, Microsoft and Sprint – Chats CSR


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.” Participating in the webinar. Source.

Responsive Email Design


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