ShepHyken
MARCH 31, 2021
It’s been years since I’ve written about Get to Know Your Customer Day. Recently, however, I’ve been asked what it’s all about, so I thought it was time to bring it up again. This time I want to share a few tips on what to do for these special days that are observed throughout the year. Get to Know Your Customer Day happens four times a year, on the third Thursday of each quarter, so they are held in January, April, July, and October.
CX Global Media
MARCH 31, 2021
I have always liked Starbucks. You can’t beat a venti pumpkin spice latte on a crisp morning. Then, my affinity for their green and white. Read more. The post Customer Service Expectations – How to Get Inside Your Customer’s Imaginations appeared first on Customer Experience Strategy and Tactics.
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ShepHyken
MARCH 31, 2021
It’s been years since I’ve written about Get to Know Your Customer Day. Recently, however, I’ve been asked what it’s all about, so I thought it was time to bring it up again. This time I want to share a few tips on what to do for these special days that are observed throughout the year. Get to Know Your Customer Day happens four times a year, on the third Thursday of each quarter, so they are held in January, April, July, and October.
Callminer
MARCH 31, 2021
Welcome to the CallMiner Research Lab blog! We are excited to share what we are working on and what we are thinking about.
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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.
Contact Center Pipeline
MARCH 31, 2021
March is a transitional month—warmer days and more sunlight signal the end of winter. March 2021 also brings more COVID-19 vaccinations across the country and the promise of a return to some form of normality in our lives. But we’re not there yet. As our most popular blog posts in March demonstrate, contact center professionals […].
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Lumoa
MARCH 31, 2021
Knowledge is power. It’s a cliche saying. But, like most cliches, it’s true. We spend lots of time, energy, and effort getting feedback and insight from customers. Whether it be through surveys, heat maps, or some other means, we try to learn all the time. Gathering information is an important thing to do. But what’s most important is what you do with the information you get.
TeamSupport
MARCH 31, 2021
Self-service is still good customer service. Offering an option for customers to help themselves can give your customer support reps more time to focus on improving the big-picture aspects of your service strategy. And the right customer support software makes it easy to give customers what they want when they need it. According to recent industry research from Coleman Parkes, 91 percent of respondents said they would use a knowledge base if it were available to them, and 75 percent said online
ChurnZero
MARCH 31, 2021
ChurnZero has been recognized as a leader among Customer Success Software. ChurnZero, a real-time Customer Success platform, today announced that TrustRadius has recognized them with a 2021 Top Rated Award. With a trScore of 8.2 out of 10 and over 107 verified reviews, ChurnZero is recognized by the TrustRadius community as a valuable player in the Customer Success software category.
Guru
MARCH 31, 2021
When I read a Gallup poll that claimed 88% of employees feel that their employer did a poor job with their onboarding.I wasn’t surprised. Between my own experiences onboarding at companies and what I’ve heard from friends and family, I know how rough it can be. Forgotten names and start dates, near-broken equipment, outdated paperwork, endless meetings–the “bad onboarding experiences” list goes on and on.
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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
Nuance
MARCH 31, 2021
Recently, I participated in a virtual webinar, “How AI technologies improve the patient experience,” hosted by MGMA, along with Dr. Jesse Affonso, Orthopedic Surgeon at Cape Cod Orthopedics. We discussed the difference between patient experience and patient satisfaction, the correlation between the two, and the role technology plays. In a nutshell, I think it’s this: [.
GetFeedback
MARCH 31, 2021
How CXM helps increase customer satisfaction, loyalty, and brand advocacy while cutting costs.
NICE inContact
MARCH 31, 2021
Contrary to some science fiction movies, artificial intelligence (AI) hasn't subjected humans to robotic overlords. And contrary to some current opinions, contact center AI isn't all about replacing customer service agents with armies of bots.
Topdown
MARCH 31, 2021
Tracking metrics is an integral component of any company’s quest to maximize a company’s profitable growth and the overall customer experience. The real trick is in understanding the relationship between these two things.
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.
Voiptime
MARCH 31, 2021
The e-commerce market is constantly evolving. So do the customer expectations for the ideal online shopping experience. How can you meet them and close more sales? Check out our tips on how to deliver top-notch customer service.
NobelBiz
MARCH 31, 2021
A lot of people in the call center industry still struggle to understand what STIR/SHAKEN is, how it is supposed to work and how to prepare for the moment when this will be enforced, in June 2021. This article answers all of these questions and explains STIR/SHAKEN so that anyone can understand it. The post STIR/SHAKEN for Call Centers: Everything You Need to Know appeared first on NobelBiz®.
COPC
MARCH 31, 2021
Companies looking to improve customer satisfaction in today’s pandemic-impacted environment should pay close attention to key CX trends learned from 2020. As businesses continue to grapple with the many challenges posed by the COVID-19 pandemic — and ruminate on just what a post-pandemic “new normal” might look like — customer satisfaction has remained a huge priority.
Calltools
MARCH 31, 2021
Is your customer experience holding your business back? As a call center manager, managing the caller experiences is a crucial step in making your brand stand out. Approximately 97% of customers share excellent customer service experiences with friends and family. Create more of these experiences and leverage them to promote sustained business growth.
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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.
inSided
MARCH 31, 2021
This is a guest post by Marley Wagner, Senior Director of Marketing & Services at ESG Customer Success as a Service® (CSaaS). Customer Success and Product teams share a pretty important goal: making sure customers find value in your product. One way both groups work to continuously improve the product experience for customers is by cultivating customer feedback.
Skybridge
MARCH 31, 2021
The events of the past year caused dramatic disruptions in consumer behaviors. While many were obvious and, potentially, short-term, other changes were a lot tougher for brands to notice or easily understand. When brick-and-mortar retailers were forced close their doors, for example, retailers understood that their sales – and customer retention – depended on their ability to shift quickly to online ordering, curbside pick-ups, and/or home delivery.
Anexa BPO
MARCH 31, 2021
In Part One , we discussed the concept of customer service, what it is and how it can completely make or break a business – any business. Reports show that a high percentage of consumers will spend more to engage with a company that provides exceptional customer service. It wins every time. We also looked at how difficult it can be to find great candidates to man your support teams.
LiveVox
MARCH 31, 2021
It’s the end of Q1 and that means we’ve been busy rolling out feature upgrades here at LiveVox. This month we’ve released fresh updates to Contact Manager, a beefed up ticketing system, and even new data management and segmentation capabilities in version 15 of the LiveVox Unified platform. Here’s Your U-15 Platform Run Down The […]. The post Here’s Your U-15 Platform Run Down appeared first on Livevox.
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!
5CA
MARCH 31, 2021
Over the last decade, subscription services have gone from unicorns to mustangs. They exist everywhere for every reason. But how can you retain customers in such a crowded landscape?
JustCall
MARCH 31, 2021
Setting ablaze the first quarter of 2021 with interesting updates and awards worth accolades, there's a lot to share! JustCall and the team have been working hard to bring customer happiness satisfaction with new changes and improvements. And we are happy to share here, all that we achieved because of the love and support from our customers! Taking feedback and customer pain points into account, our team works to develop new features and updates each month.
5CA
MARCH 31, 2021
Over the last decade, subscription services have gone from unicorns to mustangs. They exist everywhere for every reason. But how can you retain customers in such a crowded landscape?
Anexa BPO
MARCH 31, 2021
BPO (Business Process Outsourcing) companies have evolved, expanded and improved over the past several years; providing the freedom for both SMBs and global enterprises to further business development. How is this done, though? Today we will take a deep dive into the world of outsourcing – and in particular – BPO companies and their advantages. We will discuss the ways in which BPO companies operate, and why it is that more and more businesses rely on their services to carry out integral tasks a
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
SmartKarrot
MARCH 31, 2021
Revenue Operations or RevOps is crucially transforming how companies look at growth. Instead of keeping departments and teams siloed, they should be streamlined and encouraged to work together. RevOps addresses the gap between revenue generation and company teams/departments. Revenue operations helps gain traction from sales flywheels. We will now discuss everything related to RevOps, the best practices, crucial components, benefits of revenue operations, key metrics of RevOps and how revenue op
Anexa BPO
MARCH 31, 2021
What – really – is customer service? Simply put, it’s the direct, one-on-one interaction between a consumer making a purchase, and the representative of the company that is selling it. Simple, right? The interface that connects buying and selling. But is it really as uncomplicated as that? Let’s take a closer look at what happens when that transaction is compromised – or worse – completely fails.
SmartKarrot
MARCH 31, 2021
Role: Vice-President, Customer Success Location: Greater Chicago Area, US Organization: Davisware As a Vice-President of Customer Success, you will achieve targeted Go-Live Dates to maximize Annual Recurring Revenues (ARR) through robust customer management, including effective hand-off to the account management team at go-live. Maintain targeted utilization (billable time) of the team, train the customer in all aspects of the software capabilities.
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