Satrix Solutions

NOVEMBER 12, 2020

When calculating your customer health score, what approach does your organization take? Many companies rely on signals and data from product usage, support tickets, or Net Promoter Score to paint a picture of customer health. Are you also considering customer feedback when determining customer health scores? In this installment on CX best practices, Evan Klein, Founder and President of Satrix Solutions , and Steve Bernstein, CEO and Founder of Waypoint , discuss the importance of including voice

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SaaS Feedback Best practices Accountability 88

Beyond Philosophy

NOVEMBER 12, 2020

Digital experiences are a crucial part of your Customer Experience , especially during the pandemic. Some organizations are excelling, while others could use some work. No matter where you fall on that spectrum, we have some essential considerations for designing your digital experience in the form of 5 rules. On a recent podcast about these 5 rules, I shared a recent digital experience that was definitely on the “could use some work” side of the spectrum.

Chatbots 407

Chatbots Consulting Consulting Government 407

Contact Center Pipeline

NOVEMBER 12, 2020

Contact Center Pipeline’s SPONSOR WALL OF FAME Company name: NICE inContact CEO: Paul Jarman When Founded: 1997 Describe your company: NICE inContact, a NICE business, works with organizations of all sizes to create extraordinary and trustworthy customer experiences that create deeper brand loyalty and relationships that last. What do you consider to be your company’s […].

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Contact Center Customer Experience Analytics Call Center 162

Cyara

NOVEMBER 12, 2020

Organizations are constantly looking to improve their customer experience (CX). While the contact center has always played a key role in this, since we’ve been in this global pandemic, the contact center has become the place where consumers interact with organizations. And contact centers depend on complex technology to deliver that great CX. Technology which, from time to time, fails – resulting in issues such as outages, poor voice quality, prompting errors, dropped calls and delays.

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The Northridge Group

NOVEMBER 12, 2020

With the onset of COVID-19 came a period of real difficulty for most businesses. Companies equipped with the technology to transition to a remote environment were urged or forced to do so—and fast. With this pivot, many companies anticipated new pain points would emerge within their existing processes. However, as this new digital landscape continues to form its roots, there are parts of the virtual workforce that are not only surviving but learning how to optimize their existing processes.

Customer Service 128

Customer Service Best practices Analytics Personalization 128

HelpCrunch

NOVEMBER 12, 2020

Some of you might have preconceived notions when it comes to self-service. I’d say that it’s for nothing. These numbers speak for themselves: 77% of customers say they have used a self-service portal at least [ … ]. The post 7 Compelling Benefits Of A Knowledge Base to Consider appeared first on HelpCrunch blog.

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Self service 118

NICE inContact

NOVEMBER 12, 2020

One tool that helps businesses know their customers better, anticipate their needs, and proactively address emerging issues is interaction analytics. A recent Aberdeen report stated that 59% of companies rate Augmented Analytics as critical or very important in the COVID-19 environment. Additionally, the study found that investments in analytics correlate to strong business outcomes.

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Analytics Best practices Call Center 98

Spearline

NOVEMBER 12, 2020

Spearline is delighted to announce the launch of Voice Assure Realtime in the AWS Marketplace. AWS Marketplace is a digital catalog with thousands of software listings from independent software vendors that make it easy to find, test, buy, and deploy software that runs on Amazon Web Services (AWS). With the growth of cloud-based telephony services and contact center tools, Voice Assure demand continues to grow, and customers now have a simple path to deployment in AWS Marketplace.

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Telecommunications Contact Center Enterprise Technology 98

Babelforce

NOVEMBER 12, 2020

Can you even make predictions at the end of a year like 2020? I mean… I made plenty of predictions back in 2019 and ‘global pandemic’ was not one of them. 2021 won’t be a year for complacency. Economies are retracting and customer expectations and behaviours are changing drastically. Businesses will need to make highly targeted investments, even as revenues shrink.

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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

JustCall

NOVEMBER 12, 2020

SMS marketing, also called text message marketing, is a low hanging fruit that your business must tap into. When done right, SMS marketing can become a powerful lead generation machine. Want to know how? In this blog, you will learn 8 ways to generate leads through SMS marketing. Mobile phones take the cake for being one of the most widely used devices and are always at an arm's reach.

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Marketing Sales Banking Surveys 95

VirtualPBX

NOVEMBER 12, 2020

Select VirtualPBX Phone Plans now have the ability to send text messages through our new Business SMS feature and use of the mobile and desktop VirtualPBX Softphone. One of the most important capabilities we can note about Business SMS is that it can be used externally to contact customers and internally to keep your team connected. Use cases for your organization will fall into one camp or the other, and by preparing your staff with the VirtualPBX Softphone, either style of use can be made easy

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voip Enterprise Sales Personalization 83

Toister Performance Solutions

NOVEMBER 12, 2020

You've heard these words a lot lately: diversity and representation. There's probably some confusion. What do they mean? How do they impact my business? Is this another fad project I need to work on? Let's get one thing out of the way. It's not a fad. My research into customer-focused cultures, and my own experience, shows that diversity and representation are incredibly important.

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Consulting Consulting Advertising Management 71

Fonolo

NOVEMBER 12, 2020

Increased demand on a typical day is challenging enough, but it can be downright overwhelming during the holidays. Earlier this year, we saw the COVID-19 pandemic nearly bring call centers across the world to a halt due to a sudden increase in customer inquiries. The difference this time is that businesses have time to prepare. Here are some essential steps to take to ensure your call center is ready for anything the holiday shopping season has in store!

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Call Center Interactive Voice Response Scripts Contact Center 67

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

Guru

NOVEMBER 12, 2020

Check out any of Guru’s product launch blog posts , and you’ll notice a recurrent theme: improving the search experience for our customers. And for good reason —with a dedicated search team of data scientists, product managers, and engineers, search and knowledge discoverability in Guru is always being tested and improved upon. Like any technology company with search functionality, it’s a foundational part of Guru that we will always seek to refine and perfect.

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Engineering Technology Management 62

Education Services Group

NOVEMBER 12, 2020

When I joined the ESG team earlier this year, I was excited, to say the least. I entered Customer Success with a unique perspective, bringing a sales and renewal background to the table. I was eager to help Customer Success as a Service spread like wildfire! But, before I could do that responsibly, I had a lot to learn about the world of Customer Success.

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Advertising Sales Metrics Feedback 64

CSM Magazine

NOVEMBER 12, 2020

Managing a team isn’t always easy. There are many plates which need spinning and if one slightly goes off balance, they can all fall. But there are some simple ways you can use smart technology to help you manage your team in the best and most efficient way. Here, we are going to take a look at how you can put this tech to use. Digital time tracking.

Management 59

Management Technology 59

pindrop

NOVEMBER 12, 2020

Fraud costs don’t start in your finance department. They start in your IVR. 60% of fraud begins in or touches it and while you are aware of the media reported mega-breaches that have plagued companies and consumers both, have you considered your contact center’s place in the journey from data capture to fraudulent transaction and account takeover? Fraudsters stalk contact center IVRs using them as search engines for your CRM to validate customer data.

Best practices 57

Best practices Contact Center Interactive Voice Response Engineering 57

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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

Nicereply

NOVEMBER 12, 2020

These are some of the best tools you can integrate with Zendesk Support based on our experiences, but there are many else out there. There’s a good reason why Zendesk is one of the most popular helpdesk solutions on the market. It comes equipped with a robust set of features to fit the needs of a small startup as well as those of a large enterprise.

Surveys 52

Surveys Feedback APIs call center solutions 52

Maru Group

NOVEMBER 12, 2020

We can all agree that 2020 couldn’t be over soon enough, but one area that has delivered some much-needed comfort during this punishing year has been the abundance of new subscription-based streaming platforms during the COVID-19 crisis. With a bunch of newly launched services like HBO Max, Quibi, Peacock, and Disney+, major media and tech companies have seen an opportunity to sooth the masses by providing access to more content right when we need it the most.

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Entertainment Advertising Technology Marketing 52

Skybridge

NOVEMBER 12, 2020

“Customer experience strategy is the first step to business survival in 2021, especially for large organizations and iconic brands.”. That’s how Liliana Petrova, of consulting firm The Petrova Experience, recently summed up the urgent importance of CX strategy in the coming year. I couldn’t agree with her more. In her recent article, Petrova explores the top eight customer needs and brand practices most likely to drive CX success.

Customer Care 52

Customer Care Government Self service Education 52

Jon Arnold

NOVEMBER 12, 2020

This white paper has been in the works for some time with Mitel , and has launched today. To support it, they’ve issued a press release , and you can read about the details there. Being long-form content, the white paper is gated on their website, and here’s the registration page to download it. I’m involved with two other efforts to support the white paper, with the first being a Twitter Chat , today at 11am ET.

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Contact Center 52

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

Nicereply

NOVEMBER 12, 2020

These are some of the best tools you can integrate with Zendesk Support based on our experiences, but there are many else out there. There’s a good reason why Zendesk is one of the most popular helpdesk solutions on the market. It comes equipped with a robust set of features to fit the needs of a small startup as well as those of a large enterprise.

Surveys 52

Surveys Feedback APIs call center solutions 52

Vcaretec

NOVEMBER 12, 2020

“Customer service” is a hot term right now. Customers everywhere expect to be treated respectfully and sometimes, with deference. The problem is that not every company has the capacity to provide top-notch customer service. Good customer services requires a team of trained individuals and well-written escalations and processes that help solve customer issues quickly.

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Strategic Contact

NOVEMBER 12, 2020

We have the privilege of working with contact centers of many sizes, across a wide range of industries. They all have a few things in common: they want to deliver a great customer experience, meet their target metrics, operate efficiently and effectively, and use technology to their advantage. Credit unions are a bit unique in.

Surveys 48

Surveys Contact Center Metrics Technology 48

Dialer 360

NOVEMBER 12, 2020

Undoubtedly, every business needs to stay connected with customers for better customer relationship management. It determines the success and value of your customer services business. Every call center adopts multiple tactics and methods to stay connected with their customer. Your loyal customers are your real asset, and that’s why you need to manage the customer relationship by building a regular connection with your customers.

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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

Strikedeck

NOVEMBER 12, 2020

Zahra talks about the 4 myths associated with a low-touch Customer Success model.

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SaaS 52

SmartKarrot

NOVEMBER 12, 2020

Role: Vice President of Customer Success Location: Remote, United States Organization: OODA Health As a Vice President of Customer Success, you will be responsible for delivering on customer success goals, such as renewals, through individual / direct efforts, and managing a team. Create a customer success plan, including the necessary infrastructure to manage a scaled and effective customer success organization.

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Customer centricity Metrics Best practices Consulting 10

Call Experts

NOVEMBER 12, 2020

Thanksgiving, Black Friday, Cyber Monday, and winter holidays are coming! It’s official; you are entering the 2020 holiday season. Businesses don’t want to lose sales or brand reputation during the holiday season. If you’re actively engaging in workforce management practices, you should be prepared for these shifts. A rush in inquiries, sales, and customer support needs can make or break your holiday season!

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