Cyara

AUGUST 23, 2021

Interactive Voice Response , or IVR is an automated business phone system feature that interacts with callers and gathers information by giving them choices via a menu. Callers have the ability to enter responses using the keypad on their phone to either manage the task they are trying to accomplish, or to direct them to the proper agent. You’ve likely interacted with IVR when you've called your bank, booked a flight, or made a reservation and were asked by a friendly, automated voice to press 1

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Interactive Voice Response Contact Center Banking Management 67

Outsource Consultants

AUGUST 23, 2021

Fantasy football has come a long way in the past couple of decades. Veterans of the game may recall hours-long drafts that featured a chalkboard to track picks, and stacks of magazines and stats to provide guidance on strategy. Following each week’s games, you would (im)patiently wait to see how your team performed, since scoring required the manual addition of the official stats delivered in the newspaper.

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outsourcing Call Center Entertainment Accountability 104

Lumoa

AUGUST 23, 2021

Before we begin, we’d like to acknowledge the reality that COVID-19 is still an active pandemic. Although we refer to the “post-pandemic world” in this article, we understand that we’re still in the middle of it all — we just hope we can provide a little hope and guidance for the present and future reality of a post-COVID world. In any case, customer experience used to be the largest way to differentiate your brand among the turbulent sea of competition.

Customer Experience 94

Customer Experience Analytics Surveys Customer retention 94

CSM Magazine

AUGUST 23, 2021

Supporting your customers by going the extra mile with enhanced support leads to happy customers and long-term loyalty. Understanding what is important to customers and what support and services will help make their lives easier is vital to ensuring that you keep your customers happy and build strong customer relationships. Great customer experiences are based on responsiveness, personalization, engagement, and being proactive with helpful solutions.

Wireless 98

Wireless Customer Support Personalization Customer Experience 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.

Kapta Customer Success

AUGUST 23, 2021

Key accounts are essential to your business. They are the 20% of your accounts generating up to 80% of your company’s revenue. So, it’s important to select them wisely and protect them from defecting to the competition who is always trying to win them over.

Accountability 90

Accountability Management 90

Influitive

AUGUST 23, 2021

In the most recent installment of our thought leadership webinar series, we had the chance to chat with Laura Ramos, Vice President, Principal Analyst at Forrester Research about a commissioned study conducted by Forrester Consulting on behalf of Influitive, “Prioritize Postsale Customer Marketing To Drive Business Value and Growth.” The webinar was jam packed with […].

Marketing 52

Marketing Consulting Consulting 52

JivoChat

AUGUST 23, 2021

Instagram is a pretty big deal. Did you know there are over a billion monthly active users on Instagram and 81% of them say that they use the platform to research products and services? With numbers like this, brands can no longer afford to ignore the influence of this social platform. However, creating a strong digital presence on Instagram requires time and effort.

Marketing 52

Marketing Sales Analytics Chatbots 52

CSM Magazine

AUGUST 23, 2021

The knowledge of Application Programming Interfaces (APIs) and the ability to work with them is becoming essential for the data-driven marketers of today. To keep up with the increasing competition, marketers not only need to know what APIs are, but also integrate them with their content strategy. APIs may seem very complicated and scary, but when you know the basics, you will find it easier to work with them.

APIs 52

APIs Marketing Engineering Education 52

TCN

AUGUST 23, 2021

In this one-hour webinar, our expert panel talks about what the Reassigned Number Database (RND). The post Reassigned Number Database and Regulation F: Everything You Need to Know appeared first on TCN.

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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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CustomerSuccessBox

AUGUST 23, 2021

Just one phenomenal customer experience can make a world of difference. Karl Wirth. This statement can’t be true enough for the Customer Onboarding Process in the SaaS world! Some professionals argue that the onboarding process is not easy. Basically, it is easy. However, the process of perfect onboarding, where the customers are happy, is tough! When you make the onboarding experience smooth for the customer, s/he is most likely to continue with your brand for a long time.

Best practices 52

Best practices SaaS B2B Management 52

ShepHyken

AUGUST 23, 2021

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Frictionless Shopping Provides Enhanced Customer Experience, Retail Efficiencies by NVIDIA. (Retail Dive) A survey this year from Piplsay found that a large majority of consumers who had visited an Amazon Go store that incorporated frictionless shopping and checkout found th

Customer Service 44

Customer Service CRM Marketing Customer Experience 44

CustomerSuccessBox

AUGUST 23, 2021

INBOUND 2021. September 7-10,2021. Boston- USA. This 4 day conference brings together leaders from product management, creative SaaS marketing and startup founders. It is a high energy event for associates who are keen to learn the tactics to grow their business. With more than 70,000 attendees from sales, marketing and service fields, it presents a vast opportunity for individuals and teams to network in person as well as online.

SaaS 52

SaaS Education Best practices Marketing 52

SmartKarrot

AUGUST 23, 2021

Role: Customer Success Manager Location: Houston, TX Organization: Ivanti As a Customer Success Manager, you will develop strong relationships with assigned customers and serving as a trusted advisor to key influencers and/or decisions makers. Identify business challenges and develop recommended solutions through the promotion of Ivanti products. Maintain high customer retention and recurring revenue retention rates.

Upselling 19

Upselling Consulting Consulting B2B 19

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

JivoChat

AUGUST 23, 2021

Shopify is a cloud-based ecommerce and content management platform that powers over. a million global merchants. Total sales by US Shopify merchants exceeded $5 billion in 2020 and grew by 76% in that year alone. Like most SaaS platforms, Shopify offers subscription-based pricing for their software. Using the platform, retailers can set up online stores or physical store locations via a point-of-sale (POS) app and accompanying hardware.

Enterprise 52

Enterprise Sales B2B B2C 52

SmartKarrot

AUGUST 23, 2021

2021 has unlocked many ‘first-times’ for us and it is no wonder. One such surprise that it has unleashed upon us is connecting with the world via virtual conferences. According to a report by PCMA , 79% of the event planners have gone virtual this year. This staggering percentage announces our heavy reliance on remote work tools. On that note, this step-by-step guide highlights how to host a successful virtual conference for absolute event success.

Surveys 10

Surveys SaaS Analytics Feedback 10

CSM Magazine

AUGUST 23, 2021

What are Virtual and Hybrid Team Building Games? As the name suggests, virtual team-building games are activities and recreations that take place over the internet. Their fundamental purpose is to develop a sense of teamwork and amicability. It should be between the different and diverse members of a remote team. These games can get organized and enjoyed over any online dais, including meeting platforms such as Cisco Webex, Google meet, Microsoft Team, and Zoom.

Entertainment 52

Entertainment Morale Personalization 52

COPC

AUGUST 23, 2021

Now more than ever, consumers are embarking on multichannel journeys to resolve a single customer care issue. While multichannel journeys are increasing, our most recent research conducted in partnership with Execs In The Know—The Customer Experience Management Benchmark (CXMB) Series 2020 Corporate and Consumer Editions—shows the level of multichannel journey satisfaction is concerning and shouldn’t be overlooked.

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Multichannel Benchmark Customer Care Customer Experience 52

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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.

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