ChaseData

OCTOBER 21, 2019

As summer simmers down and makes way for autumn’s cozier climes, it is easy to become complacent in the things we do every day. This is why many people gain weight in the fall and during the holiday season, since things like diets and exercise regimens fall by the wayside in favor of comfort. It is easy, too, to forget to focus on things at work. Many companies experience a dip in business during the weeks that slide from summer into fall.

Sales 40

Sales Customer Service Call Center Management 40

kommunicate

OCTOBER 21, 2019

In business, it doesn’t matter what products or services you are providing, as long as it is what the customer wants. Customers are and always will be the number one asset of any company. For this reason, it is essential to have a team that works with your customers in mind. To ensure this is [.]. The post 5 Steps to Building a Strong Customer Success Team appeared first on Kommunicate Blog.

Customer Support 40

Customer Support 40

GetFeedback

OCTOBER 21, 2019

A recent study by PwC found that one in three consumers will walk away from a brand they love after just one negative experience. At the same time, 54% of respondents said that the customer experience at most companies needs to improve. . So although the customer experience has repeatedly proven to be critical to every company’s success, improving it remains a major challenge.

Customer Experience 79

Customer Experience Management Surveys Feedback 79

bold360 Blog

OCTOBER 21, 2019

A negative live chat experience really stinks for your customers. A nd for your bottom line. C hatters have a higher conversation rate and spend more over time than non- chatters , ¹ so it pays to get it right. H ow do you know if you’ve got a stinky live chat solution on your hands? Like age-old wisdom says, y ou can’t fix the smell if you can’t find the stench.

Chatbots 40

Chatbots Benchmark Wait times Contact Center 40

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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.

CX Accelerator

OCTOBER 21, 2019

There aren’t many professional career paths more rewarding than Customer Experience (CX). Life as a CX professional is never dull, always changing, incredibly challenging, and so fulfilling. It takes blood, sweat, tears, and heck of a lot of time and dedication to drive meaningful CX improvements and to energize a team to keep the progress going. It’s one of the many reasons why CX Accelerator exists.

Customer Experience 140

Customer Experience Journey mapping Education Accountability 140

Callminer

OCTOBER 21, 2019

These expert tips and best practices will help you choose the best outsourced call center services for your company’s needs.

Best practices 182

Best practices Call Center outsourcing 182

GetFeedback

OCTOBER 21, 2019

Learn what is a successful customer experience management strategy and how to optimize CX across your company to boost customer loyalty over time.

Customer Experience 78

Customer Experience Management 78

Concentrix

OCTOBER 21, 2019

Concentrix Won Six Awards, Including Gold for Innovation Vienna, Austria – The Stevies International Business Awards recognized Concentrix at the annual gala in Vienna, Austria on Oct. 19. Concentrix won a Gold award for Innovation of the Year for Solv™ Crowdsource Support tool which disrupts the current paradigm of customer service. The winners were selected.

Customer Service 78

Customer Service 78

Lumoa

OCTOBER 21, 2019

Customer Experience 169

Customer Experience 169

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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

Surveys

Etech GS

OCTOBER 21, 2019

When the concept of servant leadership was first introduced in the 1970s, it received a lot of push back from business leaders who were used to operating according to traditional power structures. Today, some of those attitudes still exist, even among mainstream management. There are many myths about the effects of this leadership style: Servant leaders are weak.

Employee engagement 71

Employee engagement Construction Call Center Accountability 71

Call Design

OCTOBER 21, 2019

The biggest threat to the productivity of a contact centre is a disengaged employee. If your team is disengaged with their work, the performance of your contact centre will suffer dramatically. But what if you were able to make a game out of your employee’s performance? Making a game out of the mundane tasks that come with a contact centre will not only increase the likelihood that these tasks will be finished, but it will also improve the quality of the work done on the task.

Gamification 60

Gamification Employee engagement Personalization 60

GetFeedback

OCTOBER 21, 2019

Learn what is a successful customer experience management strategy and how to optimize CX across your company to boost customer loyalty over time.

Customer Experience 60

Customer Experience Management 60

Call Design

OCTOBER 21, 2019

The biggest threat to the productivity of a contact centre is a disengaged employee. If your team is disengaged with their work, the performance of your contact centre will suffer dramatically. But what if you were able to make a game out of your employee’s performance? Making a game out of the mundane tasks that come with a contact centre will not only increase the likelihood that these tasks will be finished, but it will also improve the quality of the work done on the task.

Gamification 60

Gamification Employee engagement Personalization 60

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.

Customer Experience

NICE inContact

OCTOBER 21, 2019

Vera Bradley’s customers reflect the colorful vibrance of this popular accessories brand. They are passionate and love sharing photos of the products and how they use them every day. It’s all part of a robust customer experience, a central focus for a company that’s grown over the years by not only listening to but delighting its.

Customer Experience 48

Customer Experience Best practices Contact Center Call Center 48

Aspect

OCTOBER 21, 2019

Don’t “waste away” between Halloween and Thanksgiving. Before the holiday season gets into full swing, join us at LISTEN 2019 at the Margaritaville Beach Resort in Hollywood Beach, Florida November 4-6, 2019. Cheeseburger in Paradise. We can’t confirm the availability of cheeseburgers, but there will be analysts, thought leaders and product experts sharing best practices with each other at LISTEN 2019, hosted by CallMiner.

Best practices 48

Best practices Quality management Consulting Consulting 48

NICE inContact

OCTOBER 21, 2019

Time takes its toll on your IVR system, just like on everything else. It is good practice for any contact center and IVR, regardless of whether it’s simple or complex, DTMF or ASR, front-end data collection or full AI-driven self-service, to conduct regular reviews. However, customer needs or business requirements may not wait for your next scheduled.

Interactive Voice Response 48

Interactive Voice Response Self service Contact Center Best practices 48

Cincom

OCTOBER 21, 2019

Enterprises frequently fail to consider cloud-based applications because they have customization requirements to implement, and they assume the cloud will … Continue reading "Customizing Cloud-Based Apps: Should You Do It?". The post Customizing Cloud-Based Apps: Should You Do It? appeared first on Cincom Blog.

Enterprise 49

Enterprise Management 49

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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.

Self service

NICE inContact

OCTOBER 21, 2019

Vera Bradley’s customers reflect the colorful vibrance of this popular accessories brand. They are passionate and love sharing photos of the products and how they use them every day. It’s all part of a robust customer experience , a central focus for a company that’s grown over the years by not only listening to but delighting its customers. When Vera Bradley introduced web chat in 2011, customers embraced it wholeheartedly.

Abandon rate 48

Abandon rate Cloud contact Contact Center Management 48

Quiq

OCTOBER 21, 2019

Share This Story. A couple of years ago, we were focused on educating the market on messaging and if messaging was right for their company. Fast forward to today and we’re working with over 120 clients such as Overstock.com, Pier 1, and Brinks Home Security. These brands have improved customer interactions with connected conversations and they are setting a new standard for the customer experience.

Education 40

Education Marketing Customer Experience Customer Support 40

bold360 Blog

OCTOBER 21, 2019

A negative live chat experience really stinks for your customers. A nd for your bottom line. C hatters have a higher conversation rate and spend more over time than non- chatters , ¹ so it pays to get it right. H ow do you know if you’ve got a stinky live chat solution on your hands? Like age-old wisdom says, y ou can’t fix the smell if you can’t find the stench.

Chatbots 40

Chatbots Benchmark Wait times Contact Center 40

Eckoh

OCTOBER 21, 2019

Consumers adore new technology — but criminals love it too. So what safety principles should innovative companies be taking to heart during October, European Cyber Security Month? We all value new technology if it gives us more choice, convenience and control. We'll even share our personal details — and hand over our bank card details if something's really worth paying for.

Entertainment 40

Entertainment APIs Banking Technology 40

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!

Feedback

Jive

OCTOBER 21, 2019

At Jive, it is our mission to make the lives of our customers easier. That often means making their relationships with their customers easier. This is why we’re thrilled to announce that Jive is teaming with Clio, the leading provider of legal practice management, client intake and legal CRM software for attorneys. Clio is a global company with reaches into the EMEA market, and has over 150,000 legal professionals using their solution today.

CRM 40

CRM Marketing Personalization Management 40

Customer Experience Matters

OCTOBER 21, 2019

It’s great to see so many people starting to see the potential of Experience Management (XM). As I’ve discussed, XM is the natural evolution in enterprise transformation. XM will improve just about any organization with the infusion of intelligence and humanity. The Discipline of XM XM is more than just a technology. It’s a discipline that needs to be woven across an organization’s operating fabric.

Management 40

Management Enterprise Technology Customer Experience 40

LiveChat

OCTOBER 21, 2019

Did you know that 93% of B2B marketers use email for content distribution? What’s more, 40% of marketers agreed that email newsletters are crucial for the success of their overall content marketing strategies. If it’s done right, email marketing can help businesses boost their brand visibility and get more leads. In fact, for every $1 you spend, you can expect to get an average return of $32.

Analytics 34

Analytics Marketing B2B Customer retention 34

Connect

OCTOBER 21, 2019

Conn3ct are very proud and excited to announce the launch of our new website conn3ct.com.

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40

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

Journey mapping

ShepHyken

OCTOBER 21, 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. Advanced B2B CX Strategies Nobody Talks About by CustomerGauge. (CustomerGauge) In our latest eBook, we asked some of the top CX experts and influencers to discuss how B2B companies they’ve worked with have revolutionized their customer experience.

Customer Service 198

Customer Service B2B CRM Customer centricity 198

Robert Davis

OCTOBER 21, 2019

By Bob Davis, Founder and CEO, Robert C. Davis and Associates. How many customers call your business every day who have the potential to do much more business with you than they are currently doing, but you don’t discover that potential? This was the situation with a current client. Companies that had the potential to spend millions of dollars per year were calling in one time to place one order for a few hundred dollars.

Accountability 9

Accountability Management Call Center 9

CX Accelerator

OCTOBER 21, 2019

There aren’t many professional career paths more rewarding than Customer Experience (CX). Life as a CX professional is never dull, always changing, incredibly challenging, and so fulfilling. It takes blood, sweat, tears, and heck of a lot of time and dedication to drive meaningful CX improvements and to energize a team to keep the progress going. It’s one of the many reasons why CX Accelerator exists.

Customer Experience 208

Customer Experience Journey mapping Education Accountability 208