Tue.Oct 26, 2021

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Job Seekers Must Remember This – Tip #35

Steve DiGioia

The only reason a business hires someone is that they have a job that needs to be done and they need someone to do it. If they hire you, you get paid for your efforts. You are not promised lifetime employment, nor do you need to offer it to them. There is mutual agreement of cooperation on both sides created by the efforts of each. A business can and will dictate work rules and responsibilities.

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Amazing Business Radio: Dan Balcauski

ShepHyken

Customer First, Business Second. Defining Success from the Customer’s Perspective. Shep Hyken interviews Dan Balcauski, founder and principal consultant for Product Tranquility , where he focuses on helping high-volume B2B SaaS CEOs define pricing and packaging for new products. They discuss what companies can learn from subscription models about focusing on the customer’s journey and feedback.

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Trending Sources

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I Want to Take You Higher

Contact Center Pipeline

I’m going to start this month’s column with one of my life’s greatest mysteries, which I have yet to figure out. How can there be 240 channels on my television, and most nights, there’s nothing on that I want to watch? I live out in the desert, so there’s no cable service here. Instead, I […].

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Fall Product Update: New Ways to Improve Customer Experiences

Nextiva

Pumpkin-spiced lattes and cooler weather only mean one thing. It's time to share the latest product updates with you. ?? We've been busy making many improvements to our products and product portfolio. Here are a few of the exciting new products and solutions designed to help businesses improve customer experiences. Nextiva Contact Center We made […].

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The 2023 Verint Experience Index: Retail

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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How to Deliver Great SaaS Customer Support: Tips and Examples

Help Scout

SaaS customer support has a deeper impact on your business's key metrics than you might think. Here's why it’s important and how to do it well.

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More Trending

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ChurnZero Named Overall SaaS Category Winner in 2021 APPEALIE Awards

ChurnZero

2021 SaaS Awards Announced – APPEALIE Honors The Very Best In Software. APPEALIE has announced the winners of the 2021 SaaS Awards and ChurnZero is honored to be recognized for the fifth year in a row. 41 SaaS apps were recognized for their demonstrated excellence and customer outcomes. Winning SaaS platforms included ChurnZero, Hopin, Intercom, CallRail, and Chargify.

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Why should you move from Legacy PBX to Modern Contact Center Software?

Hodusoft

Why should you move from Legacy PBX to Modern Contact Center Software? The one point every business harping upon over the last two years unanimously is customer experience. Any customer service leader will tell you that customer experience has always been a second fiddle— the lowest rung in the rank of elites among sales, marketing, and finance. However, the slow movement in work for years has suddenly found a voice.

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4 Ways Improved Customer Satisfaction can Drive Business Growth

Advantage Communications

Research shows that “ 93 percent of customers are likely to make repeat purchases from companies who offer excellent customer service.” There’s no doubt about it, customer service is a huge part of customer satisfaction and loyalty.

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The Importance of Customer Success Segmentation

ChurnZero

How much you engage with your customers — and how much your customers engage with you — plays a vital role in the success of your business. It needs to be clear who on your team is the point of contact for your customer, how you’ll create the map of your customer’s journey, and how new product launches will be communicated to them. Taking a one-size-fits-all approach to customer engagement isn’t the best strategy.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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What is DTMF?

Spearline

What is: DTMF? DTMF stands for dual-tone multi-frequency. It is the telecommunications signalling system most commonly referred to as “touch tone”. It was introduced to the world on 18 November 1963 by Bell Systems in the US. Older rotary dial / pulse dial phones were quickly replaced as a result. The system works by assigning different audio frequencies to the rows and columns of the touch-tone keypad.

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Why NPS Scoring Isn’t Enough For Customer Success

Totango

Net Promoter Score tells you how likely customers are to recommend you, but is that all you need to know for customer success? NPS scoring is good as far as it goes, but it only provides insight into one facet of your customers’ sentiment toward your brand. You need a more complete view of your customer for success management. Here we’ll look at what NPS score tells you and what its limitations are.

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How People Are Equally As Important As Systems

Call Design

With digital transformation in full flight, the central focus amongst virtually every manager is employing solutions that drive efficiency. While this focus has worked for some time, the relationship between employees and technology is more complicated than it would seem. Development in technology has empowered growth in every corner of our society, and in ways we would have never been able to imagine.

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Why NPS Scoring Isn’t Enough For Customer Success

Totango

Net Promoter Score tells you how likely customers are to recommend you, but is that all you need to know for customer success? NPS scoring is good as far as it goes, but it only provides insight into one facet of your customers’ sentiment toward your brand. You need a more complete view of your customer for success management. Here we’ll look at what NPS score tells you and what its limitations are.

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The Open CCaaS Advantage Report

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.

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It’s time to rethink customer authentication

Nuance

It makes sense that Halloween comes at the end of Cybersecurity Awareness Month, because the numbers are terrifying. Consumers worldwide lose billions every year to fraud and, earlier this year, a global survey by Nuance found that one-fifth of respondents had been the victim of fraud in the previous 12 months. The problem is getting worse; a security leader at a retail bank that I spoke to recently told me they’d seen a 400% rise in fraud attempts during [.

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Build Momentum by Breaking Things – Sometimes.

VirtualPBX

Last week, we announced a new integration with Microsoft Teams , a feature customers have requested to maintain focus, improve their productivity and meet the evolving business needs. To evolve your business, products, or team’s work environment, you must be open to change and even breaking things. When I say break things, I mean, open your mind to different ways of achieving the same goal or outcome, but in better and more optimal ways.

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It’s time to rethink customer authentication

Nuance

It makes sense that Halloween comes at the end of Cybersecurity Awareness Month, because the numbers are terrifying. Consumers worldwide lose billions every year to fraud and, earlier this year, a global survey by Nuance found that one-fifth of respondents had been the victim of fraud in the previous 12 months. The problem is getting worse; a security leader at a retail bank that I spoke to recently told me they’d seen a 400% rise in fraud attempts during [.

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Why Your Company’s Coaching Efforts Are Failing

Integrity Solutions

With the stakes higher than ever, organizations recognize that coaching plays a critical role in engaging employees, reducing turnover and improving overall business performance. So why are most of their coaching efforts failing? In the face of competing business priorities, increased workloads and broader responsibilities, every leader is feeling the pressure.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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

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Why NPS Scoring Isn’t Enough For Customer Success

Totango

Net Promoter Score tells you how likely customers are to recommend you, but is that all you need to know for customer success? NPS scoring is good as far as it goes, but it only provides insight into one facet of your customers’ sentiment toward your brand. You need a more complete view of your customer for success management. Here we’ll look at what NPS score tells you and what its limitations are.

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How to Create Personalized Customer Experiences

ConvergeOne

Customers want to be more than a number. They want companies to quickly recognize who they are, anticipate what they want, and solve their problems quickly. And they want this recognition to extend across any interaction they have with a business—whether it’s phone, email, chat, SMS, or social media. Fortunately, they’ve also grown increasingly comfortable with companies collecting their personal data, as long as it’s used to improve their experience.

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Customer horror stories: Account status – Unknown

inSided

Today's inSi-DED story brings you a tale without context. Literally. If you're a Renewals Manager, you might want to skip this one. ?? Our thoughts go out to Jeremy Donaldson at NTT , who in this particular story was " as green in my career as spring leaves are on a tree." If you still want to submit your own CS or community horror story, do so here.

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26 free templates for your sales website

JivoChat

One of the most difficult decisions you’ll make when setting up your virtual shop is which template to use. There are a huge number of options on the internet, both paid and free, which can make your decision even more complicated. We’ve trawled the internet looking for free templates for your sales website, searching for options in different categories, to help you narrow down your search and help you make a decision.

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Contact Center Dialers Demystified

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

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LiveVox rings the Nasdaq closing bell

LiveVox

Today, LiveVox put the bow on its journey to becoming a public company as our CEO and co-founder Louis Summe rang the Nasdaq closing bell and gave a speech at the exchange. You can find his complete remarks below: “We are so proud to be a part of the NASDAQ family. LiveVox listed and became […]. The post LiveVox rings the Nasdaq closing bell appeared first on Livevox.

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Happiness Matters: PCI Pal Shortlisted for WorkL Workplace of the Year Awards 2021

CSM Magazine

PCI Pal , the global provider of cloud-based secure payment solutions, has been announced as a finalist in WorkL Workplace of the Year Awards 2021, supported by The Telegraph, which acknowledges businesses with high employee engagement. Over 19,000 organisations have been entered by their employees into the WorkL Workplace Awards, spanning across 26 industry sectors.

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Pulse Check: How did dialling habits change as lockdown lifted over Summer 2021?

Infinity

Despite having to contend with national lockdowns and frequent changes to government guidance, our call tracking data still showed strong numbers of phone calls for many of our clients over the past 18-months. A successful vaccine rollout and a move away from stringent restrictions on everyone’s day-to-day lives during Summer 2021 has impacted consumer behaviour and the call volumes we’re seeing.

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Role of Customer Success (CS) Ops in tech-touch

CustomerSuccessBox

The Customer Success Operations (CS Ops) role is critical in delivering, optimizing, and maintaining successful tech-touch programs, ensuring that everything runs smoothly. However, it can be a daunting task, especially if you’re just getting started. CS teams are expanding and new roles are emerging. Since CS is maturing as a specialty, roles (specifically) like Customer Success Operations (CS Ops) are gaining upper hand.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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Call Whispering : How and Why Use it in a Contact Center?

NobelBiz

There is no such a thing as a perfect coaching! Regardless of the nature of contact center campaigns, all agents must go through a training and adaptation phase in order to become acquainted with the products or service they will offer. But this method of training is not enough. New agents will deal with stress, angry clients and difficult situations.

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The Best Conversational AI Now and in the Future

Creative Virtual

By Chris Ezekiel, Founder & CEO. Recently Corporate Vision Magazine announced the winners of their 2021 Media Innovator Awards. Creative Virtual proudly accepted the award for ‘Best Conversational AI Solutions Provider – London’ ! This award recognises our London-headquartered company for our expertise in both developing conversational AI technology and delivering skilled consultation for implementing and maintaining solutions.

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What is the TRACED Act?

LiveVox

Signed into national law at the end of 2019, the TRACED Act gives consumers greater protection from unwanted solicitations by phone and text message. It also gives law enforcement agencies greater capabilities to pursue and punish those who violate the rules regarding robocalling. For for-profit businesses, an understanding of the TRACED Act is critical if […].

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