3CLogic

JULY 8, 2022

What started as a few whisperings in early 2022 has become a near certainty — the U.S. is on the cusp of a recession. With inflation soaring, stocks tumbling, and consumer sentiment dwindling, it’s not difficult to see why a recent survey shows that experts predict there’s a 44% chance of entering an economic downturn within the next 12 months. As organizations brace themselves for a possible recession, many are wondering what’s in store for contact centers.

Best practices 52

Best practices Contact Center Management Analytics 52

HelpCrunch

JULY 8, 2022

Sometimes you are crawling around Google to find the answer regarding the tool you are using for business. Some links are bringing you to regular commercial pages where, to be honest, nothing is clear. Brands [ … ]. The post What’s the Difference between FAQs vs. Knowledge Base? Everything You Need to Know appeared first on HelpCrunch blog.

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Totango

JULY 8, 2022

It may sound counterintuitive to say that now, in these times of economic uncertainty, is the time to invest and not to cut back. But in fact, you should be investing now more than ever in customer success. In order to protect your core business, which is your current customer base, you need to be making the necessary changes to keep up with delivery and communication of value to your customers.

CRM 103

CRM Customer retention Self service Best practices 103

ChurnZero

JULY 8, 2022

This article was originally published on Forbes.com. “Oh, by the way, what’s your customer retention?” asked the managing partner of a venture firm while we were in the final stages of their due diligence. It was the turn of the millennium, and I was raising a round for a B2B software company—one of four companies that I founded over the course of my 25-year career as a repeat entrepreneur.

SaaS 98

SaaS Metrics Customer retention Upselling 98

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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.

Balto

JULY 8, 2022

Blair Pleasant President & Principal Analyst, COMMfusion LLC. Today’s consumers demand customer service that’s available anywhere and at any time. Customer experiences are increasingly omnichannel, with a variety of interaction channels including chatbots, SMS, messaging, and more. Despite the widespread adoption of these digital service channels, 75% of consumers still prefer to interact with a live agent in most situations.

Chatbots 97

Chatbots Self service Contact Center Coaching 97

Eptica

JULY 8, 2022

Date: Friday, July 8, 2022 Author: Pauline Ashenden - Demand Generation Manager Why knowledge management is essential for your contact centre. Published on: July 08, 2022. Author: Pauline Ashenden - Demand Generation Manager Knowledge is now more important than ever for effectively dealing with customers’ queries in the contact centre. But at the same time, it is also more difficult to manage in terms of complexity and channel range.

Management 71

Management Best practices B2B Customer Service 71

CSM Magazine

JULY 8, 2022

With the pandemic not showing signs of slowing down its severity soon, the stock market is struggling to reach its pre-pandemic levels. Fears of a looming recession are keeping investors mulling over the right stocks to buy in 2022. However, stock investing works in your favor when you maintain a close watch on the market movements and decide based on your perspective.

Wireless 59

Wireless Advertising Entertainment Revenue potential 59

DMG Consulting

JULY 8, 2022

The Contact Center and Back-Office Automation Opportunity. DMG estimates that 50% of the activities performed by a customer service agent while handling a call can be automated. (The situation is different for digital interactions, but there are still plenty of savings to be had.) Another way of saying this is that the average handle time (AHT) of customer service calls in most contact centers can be cut in half, with the right technology.

Contact Center 54

Contact Center Average Handle Time Virtual Agent Healthcare 54

kommunicate

JULY 8, 2022

Last Updated on July 8, 2022 The month of June saw the tech team work harder than ever on an integration that we have all been keenly waiting for – the WhatsApp Cloud API. WhatsApp Cloud API integration: You can now integrate your favorite chatbot builder, Kommunicate with WhatsApp using the WhatsApp Cloud API. As [.]. The post Here’s What’s New from June 2022 | Kommunicate Product updates appeared first on Kommunicate Blog.

APIs 52

APIs Chatbots 52

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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

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Back Office Centers

JULY 8, 2022

Your back-office support may be outsourced at a considerably lower cost. Utilizing an established, well-maintained infrastructure and cheap labour costs overseas, you may provide a far more economical solution that enables your company’s growth. Imagine it as having all the advantages of an internal team without the expenses associated with hiring, training, technology, office overhead, and other things.

outsourcing 40

outsourcing Finance Construction Engineering 40

Knowmax

JULY 8, 2022

The post How To Create A Successful Knowledge Management Framework? appeared first on Knowmax.

Management 52

Management 52

SmartKarrot

JULY 8, 2022

Role: Director, Customer Success Location: Remote, United States Organization: Insurity As a Director of Customer Success, you will be responsible for the management of the customer success function for the US Market for the Geospatial Analytics Product Suite. Take the lead on the US customer portfolio and services operations. Manage a portfolio of existing customer relationships within the US.

Upselling 19

Upselling Customer advocacy Government Accountability 19

CSM Magazine

JULY 8, 2022

Working and studying at the same time is not easy. Yet, many students work part-time to support themselves. Others choose to work in order to gain experience in the workplace and familiarize themselves with their industry. Getting a job can also allow students to network and form connections that may later bring valuable opportunities in their path.

Education 11

Education Marketing Time management Management 11

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

ShepHyken

JULY 8, 2022

This week’s guest post by Sharavanan Shanmugaraju shares six customer service trends that companies need to adopt this year. Every year, companies find ways to improve customer service. This could be investing in new tools, changing processes, or adding new people to your team against customers. Today we open the main customer service areas in anticipation of 2022.

Omni-channel support 168

Omni-channel support Customer Service Multichannel Interactive Voice Response 168

SmartKarrot

JULY 8, 2022

Customers always ask for a better price. In fact, every seller might have dealt with the pricing objection. Price is a deal-breaker or maker in your buyer journey. Sometimes a good prospect may leave the dialogue due to pricing objections. This is a major problem since it impacts business in the long run. A customer majorly can have reservations about –.

SaaS 10

SaaS Sales B2B Customer Experience 10

Solvvy

JULY 8, 2022

You may have heard, “You can’t manage what you can’t measure.” It certainly rings true when considering goals like improving efficiency or controlling labor costs. Quantitative metrics allow you to assign a number to the current state, compare it to the past, and track your company’s progress toward your goals. However, not everything is easy to measure.

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Metrics Surveys Brand ambassadors Benchmark 106