Fri.Mar 24, 2023

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Are We There for Our Customers When They Need Us?

Brad Cleveland Blog

CXM Today recently interviewed me for their publication. We discussed a range of topics on the minds of customer experience professionals, including ROI, customer behavior and drivers of new technologies. Here’s an excerpt with a link to read the full … Continue reading → The post Are We There for Our Customers When They Need Us? appeared first on Brad Cleveland.

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Where do you stand?: Five hot topics of debate in Customer Success

ChurnZero

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. With the emergence of new technologies, market trends, and CS practices, the industry is abuzz with debate and discussion. To explore some of the most controversial topics in CS today and hear what those on either side of the debate have to say, we asked four industry experts to weigh in.

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WiserOwl Releases  Consumer Survey Report on Contact Center Preferences

WiserOwl Blog

Columbus, Indiana, March 24, 2023 – WiserOwl, a leading SaaS platform, today announced the release of its annual report on consumer preferences and contact center challenges, highlighting the increasing importance of contact centers in the customer experience landscape.

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Where do you stand?: Five hot topics of debate in Customer Success

ChurnZero

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. With the emergence of new technologies, market trends, and CS practices, the industry is abuzz with debate and discussion. To explore some of the most controversial topics in CS today and hear what those on either side of the debate have to say, we asked four industry experts to weigh in.

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3 Ways Brick-and-Mortar Retailers Can Improve Customer Experience

Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

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All That Glitters Isn’t Gold: Why Conversational AI Needs More Than Just a Shiny UI

Netomi

Customer service (CS) platforms have been adopting conversational AI at incredible rates as consumers expect a higher quality customer experience. Many of these platforms are rushing to break into the market and boost sales but are making some basic mistakes in the process. The focus for newly emerging technologies has been predominantly on user interface (UI) and aesthetics rather than functionality and performance.

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Answering Service for Small Businesses Brings Value

Call Experts

Today, the average small business owner has to do everything, which is why an answering service for small businesses can be valuable. With a wealth of online tools, owners have more options than ever. You can increase productivity while cutting costs by outsourcing business processes. In 2019, the global market size of outsourced services was valued at 92.5 billion U.S. dollars, increasing approximately seven billion U.S. dollars from the previous year.

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Understanding the Importance of an Employee Handbook and How to Write It

CSM Magazine

Whether you are expanding your team or opening a new office at another location, you need to make sure that your business and the rights of your workers are fully protected. You can do this by giving your recruits an employee handbook, so they can learn all about your company and their role in it. Unfortunately, an estimated 60% of employees avoid reading the company handbook, or they are not provided with one.

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WiserOwl Releases  Consumer Survey Report on Contact Center Preferences

WiserOwl Blog

Columbus, Indiana, March 24, 2023 – WiserOwl, a leading SaaS platform, today announced the release of its annual report on consumer preferences and contact center challenges, highlighting the increasing importance of contact centers in the customer experience landscape. The report reveals that businesses lose over $75 billion annually due to poor customer service and that […] The post WiserOwl Releases Consumer Survey Report on Contact Center Preferences appeared first on WiserOwl.

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3 Essential Tips To Enhance The ECommerce Customer Experience

CSM Magazine

Having an e-commerce business has many perks. It’s scalable, easier to manage, accessible to broad audiences, and often more affordable than a traditional business, enabling you to generate more significant profits. Be that as it may, not everything is peaches and cream when selling goods and services online. Take customer service, for instance.

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How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of automation to revolutionize outdated call review processes!

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The Overlooked Feature of GPT : Vectorisation

Creative Virtual

By Olaf Voß, Lead Application Designer These days everyone is stunned by the generative power of the GPT models, including myself. However, today I want to discuss a GPT feature that is largely overlooked in media coverage: the embeddings endpoint in the OpenAI API. This feature ‘translates’ any text into a 1536-dimensional numerical vector.

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The Best Ways to Improve Customer Relationships

CSM Magazine

So much of making a successful business is doing business with customers. Creating long-lasting relationships can be the difference between a great company and a struggling one. These days, people are craving a personal touch. They want to know they are being taken care of. Whether you are offering a product or service, you can build a relationship with them so that they will want to support your business in the future.

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SWOT Analysis: The Key To Unlocking Business Potential

Andrew Mcfarland

In today’s world, knowing how to make intelligent decisions is vital for businesses and individuals. A powerful method to help you understand your business’s strengths, weaknesses, opportunities, and threats is a SWOT analysis. But what is a SWOT analysis? Simply put, it is a method that can help you evaluate the current situation by looking at external and internal factors.

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Essential Tips To Enhance The ECommerce Customer Experience

CSM Magazine

Having an e-commerce business has many perks. It’s scalable, easier to manage, accessible to broad audiences, and often more affordable than a traditional business, enabling you to generate more significant profits. Be that as it may, not everything is peaches and cream when selling goods and services online. Take customer service, for instance.

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What Does it REALLY Mean to Put CX First?

Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro

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Customer Satisfaction Surveys: Are They Still Relevant?

Ann Michaels and Associates

You may wonder that in the age of online reviews, does a business really need to conduct customer satisfaction surveys. Between Google Reviews, Yelp, and Social Media Reviews, many companies have ditched the surveys. Conducting customer satisfaction surveys is an effective way to understand your customers’ perceptions and experiences with your product or service.

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Customer service 2023: The view from the frontline

Enghouse Interactive

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Are We There for Our Customers When They Need Us?

Brad Cleveland Blog

CXM Today recently interviewed me for their publication. We discussed a range of topics on the minds of customer experience professionals, including ROI, customer behavior and drivers of new technologies. Here’s an excerpt with a link to read the full … Continue reading → The post Are We There for Our Customers When They Need Us? appeared first on Brad Cleveland.

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Mar 24 – Customer Success Jobs 

SmartKarrot

Role: Customer Success Manager Location: London Area, United Kingdom (On-site) Organization: Calabrio, Inc. As a Customer Success Manager you’ll have to show potential users of the contact centre how it can be used. interacting with the consumer business at all levels. Analysis of decision makers and stakeholder mapping. close ties to everyone mentioned.

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Reimagine Your Communications With A Unified Platform

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.

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Mar 24 – Customer Success Jobs 

SmartKarrot

Role: Customer Success Manager Location: London Area, United Kingdom (On-site) Organization: Calabrio, Inc. As a Customer Success Manager you’ll have to show potential users of the contact centre how it can be used. interacting with the consumer business at all levels. Analysis of decision makers and stakeholder mapping. close ties to everyone mentioned.