The Northridge Group
SEPTEMBER 8, 2021
It’s a fundamental shift in the way we do business: These days, most customers encounter a brand or business online before they encounter it in real life. The first digital interaction a potential customer has with a company (online or by app) can make or break the company’s potential relationship with the customer, and this trend has been amplified by the COVID-19 pandemic.
ShepHyken
SEPTEMBER 8, 2021
One of the favorite chapters I wrote in my recent book, I’ll Be Back: How to Get Customers to Come Back Again and Again , was about why customers would terminate their relationship with you. Yes, the word terminate ties into the movie Terminator , which somehow became a theme in the background of the book. So, why would a customer terminate his or her relationship with you?
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Callminer
SEPTEMBER 8, 2021
Ahead of his session at the Online Collections Technology Think Tank 2.1 on September 16, Frank Sherlock shares his thoughts on using data to identify vulnerable customers and assess affordability.
Contact Center Pipeline
SEPTEMBER 8, 2021
We considered starting this article like this: “Two grizzled training veterans walk into a bar…” but that’s not exactly how it happened. We are experienced (not grizzled) training consultants. We’ve never met in a bar, but that could happen someday! We have, however, met in professional circles, and we’re big fans of each other’s work. […].
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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.
SharpenCX
SEPTEMBER 8, 2021
There are dozens of ways to measure your customers’ satisfaction. But, one metric steps beyond just measuring satisfaction. Your customer Net Promoter Score builds the foundation to help you measure customer advocacy, too. Undeniably, customer advocacy helps you win more customers. Nearly 90% of customers trust recommendations from their peers when making a buying decision.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Lumoa
SEPTEMBER 8, 2021
Customer Experience is evolving. The barrier to entry is lower than ever, and new competitors are entering the market every day. To keep pace and make sure your products deliver value, you need to be continually listening for customer input. Sharpening your customer experience skills will help you stay ahead of your competitors. The Next Generation of CEM Today, product and service changes are typically driven by interviewing key clients, running surveys, or hosting customer advisory meetings.
Babelforce
SEPTEMBER 8, 2021
Customer journey mapping is one of those phrases that everyone has heard. Even if you’re not involved in creating journey maps, you probably know the team within your business that is. Likewise, you probably have some notion of what a customer journey map is. But when you try to picture one… it’s a slippery notion, right? Well, you’re in the right place.
ChurnZero
SEPTEMBER 8, 2021
A year has gone by since the COVID-19 pandemic shuttered doors to in-person conferences, and the industry responded accordingly by converting most live events into virtual experiences. Today, the industry is starting to meet face-to-face again as vaccines are being distributed across the country. In response, some organizations have slatted in-person events for the tail end of 2021. .
delighted
SEPTEMBER 8, 2021
We sat down with Michael Bair, SVP of Customer Experience at FIGS to learn how his career learnings helped him build a flourishing CX program at the leading direct-to-consumer healthcare apparel and lifestyle brand for healthcare professionals. Read the full FIGS case study here. Can you tell us how you got started in customer experience? I was lucky enough to take a non-traditional path.
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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
Voiptime
SEPTEMBER 8, 2021
The operation of call centers is a highly profitable and valuable activity for every business. To orchestrate pursuing every financial goal and ensure the endeavors of call center agents, you need to tackle the most demanding customer issues.
Concentrix
SEPTEMBER 8, 2021
Award-winning ConcentrixCX is an industry-leading Customer Feedback Management (CFM) platform with the proven success to transform your customer experience. The post ConcentrixCX: Transform Your Customer Experience appeared first on Concentrix.
LiveVox
SEPTEMBER 8, 2021
Understanding the intricacies of customer identity is the linchpin of successful personalization in the contact center. If you’re looking to tailor customer service for different generations, then what follows will be particularly helpful. To start, your customer service teams need to be able to pinpoint messaging and communication methods that customers from every generation can […].
Acquire BPO
SEPTEMBER 8, 2021
Acquire BPO welcomes Tim Read, MSM, as its new Vice President of Operations in the United States. Tim will lead operations of one of our largest clients, which we service from both the Dominican Republic and the Philippines. His appointment will ensure we continue to provide high-quality outsourcing solutions that are Safe, Flexible & Innovative.
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.
ChurnZero
SEPTEMBER 8, 2021
A year has gone by since the COVID-19 pandemic shuttered doors to in-person conferences, and the industry responded accordingly by converting most live events into virtual experiences. Today, the industry is starting to meet face-to-face again as vaccines are being distributed across the country. In response, some organizations have slatted in-person events for the tail end of 2021. .
JivoChat
SEPTEMBER 8, 2021
As a business owner, you’re likely always looking for ways to make more sales. This means that you need to funnel as many relevant people into your sales funnel as possible. In this article, we’re going to outline some cost-effective ways to do just that. . Let’s get started. Create lead magnets that will provide real value for your audience. A lead magnet is a free item or service that is given away in order to gather contact information, like email addresses or phone numbers, of prospective cu
CSM Magazine
SEPTEMBER 8, 2021
Knowing how to best connect with your customers and ensure that they get the help and support that they expect from your business is crucial for business success and growth. However, many businesses are still falling short when it comes to customer support and satisfaction rates. Help center solutions are an ideal choice for businesses that are looking to outsource this aspect of things and rely on professional support to ensure that their customers have access to the type of customer service th
kommunicate
SEPTEMBER 8, 2021
Almost all businesses are adopting digital transformation to modernize customer communication and support. With the increasing popularity of messaging and social media platforms, chatbots are now the center of business messaging. Building a chatbot is very easy nowadays, but the important thing is to create the best chatbot with best practices and strategies.
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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
SEPTEMBER 8, 2021
For customers to buy from an organisation either in person, online or via a contact centre they need to be confident that their payment cards will not be compromised, their personal details are secure and their identities cannot be stolen. . PCI DSS was created to protect consumers and merchants against security breaches. Robert Crutchington at Encoded explains why it pays contact centres to be PCI DSS compliant.
Acquire BPO
SEPTEMBER 8, 2021
Acquire BPO welcomes Tim Read, MSM, as its new Vice President of Operations in the United States. Tim will lead operations of one of our largest clients, which we service from both the Dominican Republic and the Philippines. His appointment will ensure we continue to provide high-quality outsourcing solutions that are Safe, Flexible & Innovative.
SmartKarrot
SEPTEMBER 8, 2021
Role: VP, Global Customer Success Location: San Francisco, CA, US Organization: Elastic As a VP of Global Customer Success, you will own the Elastic customer journey, ensuring the users’ success by driving transformational outcomes powered by Elastic solutions. Developing a long-term strategy, execution roadmap, priorities, and investment plan to scale the Customer Success organization to meet the demand of the future.
kommunicate
SEPTEMBER 8, 2021
In the month of August, we have released some new features and improved the existing features to make your job easier. Chat widget FAQ categories Now you can show your FAQs based on the categories instead of the list, this will provide a smoother experience for your users. NPM plugin We have released the NPM [.]. The post Here’s What’s New from August 2021| Kommunicate Product Updates appeared first on Kommunicate Blog.
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!
SmartKarrot
SEPTEMBER 8, 2021
As is said, a book is a man’s best friend. This adage has held true against time and indeed there is nothing like reading a book. With the new times, customer experience as a subject, theme and industry has evolved and various master pieces are brimming up to the libraries. On that note, here is a hand-picked list of the top 10 customer experience books that you must have your hands on before it is too late.
SharpenCX
SEPTEMBER 8, 2021
Jobvite’s annual Job Seeker Nation survey found that 34% of employees have left a job in the first 90 days at some point in their careers. Contact center attrition is painful as it is. But to lose a new hire 3 months in, you’re left looking for a replacement way too soon. You spend more time searching for and hiring new agents than taking time to actually manage your contact center and improve your team’s performance.
Education Services Group
SEPTEMBER 8, 2021
To the new CSM who has stumbled upon this post: Yes, you are HIRED! All the hours of tweaking your resume, practicing interview questions in the mirror, making sure your Zoom background had nothing awkward in it, and putting on a professional outfit in your own home has paid off. Now what? You have a platform to learn, names to memorize, a virtual environment to create.
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