ShepHyken
JULY 9, 2021
This week we feature an article by Davis Nguyen, the founder of My Consulting Offer. He writes about how to cultivate a customer community. All company leaders know that their customers are the lifeline of their business — without loyal customers who would rather choose your product or service over one of your competitors, your business could ultimately become stagnant and fail.
Contact Center Pipeline
JULY 9, 2021
The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model. Below, Playvox’s Jennifer Waite discusses how learning has evolved in the modern workplace. She discusses the work-from-home (WFH) challenges that online learning […].
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ChurnZero
JULY 9, 2021
Your product or service is not going to be right for everyone. And just because you can sell a customer your solution, doesn’t mean you should. But where do you draw the line on customer fit? When is it OK to push your selling boundaries? And how do you know when you’ve gone too far? When assessing a customer’s fit, defining what’s a reasonable stretch versus a fundamental mismatch is murky territory.
pindrop
JULY 9, 2021
Fans of the board game turned cult classic film Clue, or Cluedo as it is known in other parts of the world, know it is a crime-solving game where participants use clues to determine the suspect, location, and weapon to solve the case that brings back fond memories of tracking down bad guys. In the game, knowing only what room the crime took place in isn’t enough to net a victory, only having the location, weapon, and suspect allows you to win the game.
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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.
NameShouts
JULY 9, 2021
Inclusion is a simple concept, and yet it means so much to all of us. To be included is to be appreciated. To be respected. It’s something every human being deserves from the communities around them, no matter where they’re from or what their name is. Inclusion is so important. It leads people to be their best selves. And that’s why so many organizations, institutions and companies are committing to building inclusive spaces for their people.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
CSM Magazine
JULY 9, 2021
As an entrepreneur, there are various departments you should have in your business to ensure the success of your venture. Some of these may be the finance, sales, marketing, customer service, production, and human resource divisions. While each office is essential, there’s a department every company can’t live without, and that’s the customer service section.
DMG Consulting
JULY 9, 2021
Question: What is STIR/SHAKEN? Answer: The acronyms, which stand for Secure Telephone Identity Revisited (STIR) and Signature-based Handling of Asserted Information Using toKENs (SHAKEN), refer to a set of interrelated standards intended to reduce fraudulent robocalls and caller-ID spoofing in the US and Canada. (Spoofing is the practice of displaying false caller-ID information, often in an illegal attempt to trick the recipient into answering.
Education Services Group
JULY 9, 2021
It’s too easy to get lost in the details of a project when we’ve always got so much on our plates. And with so many goals and objectives to achieve, it can be hard to focus on the specifics of the one right in front of you. We know this can be especially true for Customer Success leaders. That’s why we’ve borrowed a little tool from the folks who are lean, mean, project organizing machines – project managers – to help us stay on track.
Noble Systems
JULY 9, 2021
Come Together at ACE 2021. The recent merger of Aspect Software and Noble Systems, two leaders in the CX space, to become Alvaria has created a center of excellence that benefits customers of both companies and beyond. Alvaria combines the best and brightest of both companies into a new global force delivering leading-edge customer experience and workforce engagement software as well as cloud services technology solutions.
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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
CSM Magazine
JULY 9, 2021
Many factors contribute to a company’s success. For a company to be successful and profitable, it needs to sell great products, offer amazing customer service, and have loyal customers. But above all else, a successful business needs to have a team of highly engaged employees. Unfortunately, engagement at a lot of businesses is at an all-time low across all industries, with only 36% of employees engaged in the workplace.
CustomerSuccessBox
JULY 9, 2021
Some companies have consumers, customers, and clients. This is why the words are often interchangeable and you might get easily confused. The word “client” can also mean “customer,” according to most dictionaries, but it has a separate definition when it comes to professional services. In business, the two terms are often applied differently based on the types of relationships.
CSM Magazine
JULY 9, 2021
Excellent customer service is one of the most fundamental aspects of any business that interacts with the public. It’s also one of the areas that can always be improved on, regardless of how good we might think we are at it. Many managers get sucked into thinking that improving customer service skills is an expensive endeavor. While it’s true that it’s a big money-making industry for those specialists who provide training and resources for it, we can also give some effective tips out to our staf
SmartKarrot
JULY 9, 2021
Role: Director of Customer Success Location: Minneapolis, MN, US Organization: Avenica As a Director of Customer Success, you will provide strategic oversight to the Talent Delivery Connect Team. Serve as a leader to provide guidance to TDMs on day-to-day operations, relationship building and account management, and setting work order priorities. Work in close collaboration with Talent Delivery Directors, Client Solutions team members, and VP of Talent Delivery to ensure work order flow, client
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.
CSM Magazine
JULY 9, 2021
If you own a business, would you consider yourself as a business owner if you don’t seek to increase profits? That’s the ultimate goal of every business; more profits and growth. Well, if that must happen, your attention needs to be focused on that and that alone. One general rule for your financial business success is that profits can only be increased indirectly, not directly.
CustomerSuccessBox
JULY 9, 2021
The custome r journey is the process by which a customer interacts with a company in order to achieve a goal. Today’s consumers interact with brands in ways that are tricky to pin down. Customer journey maps are a tool to understand how people and companies buy your software. This isn’t something you can assume or predict based on your internal perspective.
DMG Consulting
JULY 9, 2021
RPA for Contact Centers and Customer Service. Robotic process automation (RPA) solutions have been in the market for more than 15 years, but it was only 5 years ago when they started to capture the attention of enterprise and IT managers. Seemingly out of nowhere, automation technology became mission-critical as managers realized they could gain efficiencies and increase productivity by automating manual tasks that do not require or benefit from the cognitive capabilities of human employees.
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