Avoxi
MARCH 31, 2022
In-House vs Outsourcing? Considerations When Evaluating a BPO for Your Call Center Business growth requires additional assets to keep pace with customer demand - call center included. Whether you decide to expand in-house or through an outsourced provider is up to you and your company’s needs. How do you choose? We’ve outlined the pros and… The post In-House vs Outsourcing?
Beyond Philosophy
MARCH 31, 2022
In the late 1970s, we had a 25 percent inflation rate. It was astronomical. Lately, in some of my experiences as a consumer, I feel a sense of Deja vu. Inflation is everywhere, from the gas pump to groceries to cars and real estate. Inflation is also problematic for businesses. It is frustrating as a brand trying to control an image with customers while feeling pressure to raise prices and cut costs.
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BlueOcean
MARCH 31, 2022
If you’ve been a reader of Blue Ocean’s blog for any length of time, you probably know we love sports and particularly baseball. The common thread between what workforce management experts and what the manager of a pro sports team might do when the game is on the line is pretty obvious once you think about: we both depend on both statistics and relentless practice to make informed decisions and react to changing dynamics.
Creative Virtual
MARCH 31, 2022
By Mandy Reed, Global Head of Marketing. When it comes to your customer service strategy, does age matter? Do you make decisions about how and where you deliver support based on the generations of your target customers? Are you planning for the expectations of younger customers as they gain more buying power over the next few years? If you answered no to any of these questions, you are doing your company and your customer base a huge disservice.
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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.
ChurnZero
MARCH 31, 2022
Did you catch our Customer Success and SaaS metrics crash-course webinar with leading SaaS expert Dave Kellogg, of Dave Kellogg Consulting ? The audience had a ton of great questions that we couldn’t let go unanswered. Following the webinar, we invited Dave to give his rapid-fire takes on tracking the retention of auto-renew customers, calculating customer lifetime value as a startup, comping CSMs on expansion, determining the importance of measuring time to value, and much more.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Spearline
MARCH 31, 2022
Your global contact numbers It is a common assumption that your company’s global contact numbers are working just fine, and why wouldn’t they be? All around the world, companies always believe that their global contact numbers are always working smoothly, not an issue in sight. And by right, they should be; you are paying for them after all, so there really shouldn’t be any doubt, right?
SQM Group
MARCH 31, 2022
SQM Group’s research reveals that 71% of contact center senior executives strongly agree that improving a contact center’s customer experience is just as important to the organization as revenue and profitability.
Toister Performance Solutions
MARCH 31, 2022
New hire training is under pressure. Executives want to shorten it. Training costs time and money. The faster new employees can get to work, the better. New employees want it to be longer. They complain about not getting enough support. Some quickly leave. I asked people on LinkedIn how long they thought new hire training should last, adding the caveat that I knew it was a trick question.
Quiq
MARCH 31, 2022
Share This Story So much time and effort is spent on customer acquisition. Marketing and sales consistently combine their efforts to attain the most customers at the lowest price. But few businesses dedicate as many resources to customer retention. And that’s a big mistake. Keeping customers happy and continuing to buy from your e-commerce business deserves (and often requires) as many resources.
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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
Outsource Consultants
MARCH 31, 2022
From gasoline to groceries, the United States has been feeling the impact of rising costs. In the outsourcing and customer service industry, wage growth has made it next to impossible to find workers without added financial output. As a result, many companies have been searching for new initiatives to deal with their tightening budgets. With this in mind, Outsource Consultants has come up with some innovative ways for you to cut costs related to customer support.
Playvox
MARCH 31, 2022
It probably comes as no surprise that customers are at the center of all we do at Playvox. We love when our customers have the systems, processes, and tools they need to delight their customers. Every interaction our workforce engagement management (WEM) software enables helps agents love their job and encourages customers to love their favorite brands.
DMG Consulting
MARCH 31, 2022
Give Customers What They Want: Great Self-Service. Donna Fluss. View this article on the publisher’s website. Delivering an outstanding customer experience (CX) is a top goal for companies, as it is an essential and measurable differentiator between otherwise commoditized products and services. Executives have known this for years and have started to make investments in their service organizations and contact centers to improve the CX, particularly if the investment has a quantifiable payb
Pipkins
MARCH 31, 2022
Focused 6.0 Development. SWIFTPIK: Swiftpik is currently being redesigned to function as a stand alone application. The new and improved Swiftpik will launch from our new Web Network environment which will utilize our new Identity Server. Initial coding and testing by our developers is complete and soon we will be moving forward with unit testing from our QA team with anticipation of the new Swiftpik being released with Web Network.
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.
Arbeit
MARCH 31, 2022
The generation we belong to determines a lot about us: The clothes we wear, the music we listen to, the social media platforms we use, and what we'll discuss here: the way we prefer to communicate. The post How Different Generations Prefer to Communicate With Debt Collection Agencies appeared first on Arbeit -.
CustomerSuccessBox
MARCH 31, 2022
With the tremendous growth in the SaaS industry, the job role of a Customer Success Manager (CSM) has become one of the most promising careers! In this highly competitive SaaS market, it is the customer success manager who elevates the company’s growth. They are the ones responsible to drive away a customer’s business-related nightmares. Being a great customer success manager is not that easy!
CSM Magazine
MARCH 31, 2022
Managing office essentials is a necessary practice to establish a seamless workflow. Adopting a proactive approach to handling your office supplies will cut your cost, time and simplify your work processes. This article discusses various tips to keep a constant supply of inventory for your office supplies, ensuring you cut down on waste and streamline your budget.
Genroe
MARCH 31, 2022
Covering launching and running a VoC program; including the 5 Steps to launch it, the best VoC metrics to use and overall best practices. The post How To Launch and Run A Voice of the Customer Program appeared first on B2B Marketing | Customer Feedback | Net Promoter Score | Genroe.
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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.
CSM Magazine
MARCH 31, 2022
Reducing customer effort is key to keeping your customers happy. If they have to put in a lot of effort to get what they want, they will be less likely to come back. In this article, we will discuss ten easy tips that you can use to reduce the amount of effort your customers have to put in. 1. Use a Customer Portal. A customer portal is a great way to reduce customer effort.
SmartKarrot
MARCH 31, 2022
Role: Customer Success Director Location: Denver, CO, US Organization: E Source As a Customer Success Director, you will be the primary point of contact for the customers, acting as a concierge for all of E Sources offerings. Management of renewals for subscription memberships. Develop an ongoing engagement and sales support strategy that includes leading onboarding and training sessions, having a larger/strategic presence in customer syncs, preparing quarterly progress reports and holding check
CSM Magazine
MARCH 31, 2022
Voice is the fastest form of human communication and has long been the backbone of the customer service industry. Now, with the development of voicebots the power of voice is reaching new heights. In this article, we will discuss the basics of voicebot technology and how it is changing the customer service industry. What is a voicebot? A voicebot is a computer program that can recognize and respond to voice commands.
SmartKarrot
MARCH 31, 2022
Imagine you are in a restaurant, and no one is helping you out with the seating, food, combos, or options- feeling lost? Well, that is how startups and SaaS companies feel when they do not take customer success seriously. To grow a SaaS company, it is important to communicate and engage with customers as much as possible. Customer success needs to curate a good customer experience to retain customers for a long-term commitment.
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!
Education Services Group
MARCH 31, 2022
Speakers: Sara Bochino , Vice President of Customer Success at talech , Ari Hoffman, Global Director of Customer Advocacy at Crowdvocate and Megan Macaluso , Sr. Director of Customer Success Strategy at Convercent. Peter Armaly joined Marley Wagner to co-host this month’s Customer Success Unlocked webinar. We welcomed a panel of Customer Success experts to discuss the Path to Advocacy at Scale.
NobelBiz
MARCH 31, 2022
For the modern call center agent, communication is everything. As a call center agent, you have the opportunity to create lasting relationships with your customers, and to earn their loyalty. But it takes more than just a friendly attitude to make that happen. It takes a willingness to learn how to use your voice as a tool, and how to structure a conversation in a way that puts the customer first.
CustomerSuccessBox
MARCH 31, 2022
In business, very little matters more than delighting customers. That’s because our clients and customers are the sources of all business sustainability and success. No clients, no business. And so companies need to create better experiences for their customers. So what companies need to figure out more to delight, win, and retain customers is to figure out an effective customer onboarding journey.
JivoChat
MARCH 31, 2022
Are you looking for free website templates to start building a professional and high-quality website for your company? When you count on pre-built templates it gets easier to make the design since you will have a defined structure to guide you on how to organize the page elements. The best website builders available, like Wix and SITE123, provide many options of templates for free, and with a responsive design.
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
Skybridge
MARCH 31, 2022
I don’t know your number. But I have a good guess it’s not small. Recently, I came across an article by Peter Dooley about the various ways that marketing insights are gathered. In that piece, he makes a critical point: some of the most powerful insights on how well a brand’s customers feel about that brand are actually derived from personal observation.
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