Thu.May 28, 2020

How to Build Brand Loyalty by Improving the Customer Experience

ProProfs Blog

People think of loyalty as a customer for a lifetime, but it is really much simpler than that. It’s about the next time, every time. – Shep Hyken.

Is There a Huge Miss in Your Reopening Plan?

Toister Performance Solutions

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Where Contact Centers Go from Here

Contact Center Pipeline

Everyone is talking about the way we’re functioning now as our “new normal.” But is this current routine just a short-term patch while we work through the COVID-19 crisis, or will it change the way we operate in the future?

The Surprising Power of Ideas That Don’t Make Sense: Part 1

Beyond Philosophy

It seems logical to do what everyone else is doing successfully when you get into business. It makes no sense at all to do it differently, does it? It won’t be good for your career, your team, or your bottom line.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

How to Implement a Post-Purchase Survey to Boost Ecommerce Sales

GetFeedback

The 8 steps to creating a successful post-purchase survey plan. Articles

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More Trending

Selling Through Your Customer

Integrity Solutions

The only reason that a customer would or even should consider doing business with us is that somehow we enhance their ability to attract and serve their customers. By Derek Roberts. If you are in sales, you know that feeling of satisfaction (or even elation) you get from closing a sale.

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10 Most Reliable Customer Communication Tools for Building Stronger Relationships

HelpCrunch

Customer relationship is a prime factor that determines the success of a business and the qualities of a company. The most experienced businessmen would tell you how important it is to retain customers sometimes more [ … ].

Voice over VPN vs. voice over cloud: a side-by-side comparison

Talkdesk

Extending Virtual Private Network (VPN) connections throughout an organization became a common tactic employed by many companies to enable remote agents during the coronavirus (COVID-19) crisis. However, this tactic is not future-proof.

Tips for setting up your call center agents for success

Tethr

Upgrade the training you provide to your call center reps so they can upgrade the service they provide to your customers. Here are some tips: Get the team acquainted.

8 Contact Center Trends to Watch in 2020

In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!

Get Our First E-Book to Help Train Your Remote Agents

The Call Center School

Remote work isn’t the future. It’s the present. With more at-home agents today, your service teams need training now more than ever. That’s why The Call Center School has created its first e-book, “ Agents at Home: How to Start Your Online Training Program.”.

12 Successful Welcome Message Examples for Customer Onboarding

REVE Chat Blog

A positive first impression is a vital start to forging a strong relationship with potential customers. Welcome messages act as a great strategy to be a part of the customer journey, understand them more, and provide better understanding of taking the next action to use the product successfully.

COVID-19’s Impact on Fraud in the Contact Center

ConvergeOne

As the world struggles with the fallout from COVID-19, all aspects of life are quickly changing. Millions of workers are now working from home or other remote locations outside of the normal security configurations of an office.

Demystifying AI automation for Customer Support

Nicereply

The way to understand how AI automation (i.e. bot, virtual assistant) works in customer support is to look at how humans are responding to and supporting customers. It starts with the customer query. You sit down and grab the next customer query in your Inbox.

The Pros and Cons of Incentivized Reviews

With so many online reviews out there, we’ve decided to take a look at how incentivized consumer reviews fare against regular reviews from consumers that were not incentivized. Is one better than the other? More positive? Are they similar in topics covered and level of detail? Download this report to get answers to those questions and more!

Run Root Cause Analysis (RCA) After Every Recover Alert — It's Worth Every Penny and All The Pain

PeopleMetrics

Setting up a process and using a professional alert management system to continuously follow up with at-risk customers will generate ROI on your VoC investment. There is no doubt that reducing churn one customer at a time is a great reason to invest in VoC.

Part 2: How to Better Understand Your Customers and Become Their Champions

TeamSupport

In Part 1 of our two-part series, we discussed some important steps for better understanding your customers. Having a happy customer is one thing, but how do you go about creating a relationship with a customer where you both feel like each other’s champion?

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Remoticon Recap: Staying Afloat Going Remote

Guru

Even after more than two months of working from home during the pandemic, it’s still a challenge for many of us.

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What is Customer Journey Management?

Pointillist

By Steve Offsey Customer journey management is a new approach to delivering the seamless experiences your customers demand. Today, customers expect that their experience with your business will mimic those of CX leaders like Amazon, Google and Netflix.

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

5 key benefits when testing your numbers with Spearline

Spearline

Network monitoring solutions are often believed to have all of the bases covered when it comes to monitoring and tracking the entire line of communications between a company and its customers. However, in our over 50 million test calls experience, we recognize this is not the case!

Redefining your CX strategy: The COVID-19 Effect

Interactions

Coronavirus has economies around the world down to its knees. As governments plan a phased approach to open up businesses, consumers are both excited and cautious about their safety and welfare.

Top 5 KPIs Every Live Chat Manager Needs to Track

Comm100

Key performance indicators (KPIs) are measurements that show how effectively a company is achieving its goals. KPIs can be used to measure the success of a company’s customer service strategy, the quality and effectiveness of its support, how well its agents are performing, and more.

Three Must-haves for AI in the Contact Center

Waterfield Technologies

By implementing best practices for conversational AI, you’ll enable your contact center to increase sales, decrease time to resolution, and provide the best customer experiences possible. The post Three Must-haves for AI in the Contact Center appeared first on Waterfield Technologies.

AI & Community: Don't Hammer the Flowers

Speaker: Venessa Paech, Australia's Leading Community Specialist

Join Vanilla Forums on Tuesday, July 21, 2020 at 8:30 AM ET for this on-demand workshop led by Venessa Paech, Co-Founder of Australian Community Managers and Leading APAC Community Specialist.

10 Tips for Measuring Post-COVID Customer Service ROI

Skybridge

With customer service planning conversations increasingly focused on re-opening, redesign, and planning for a post pandemic future, this recent Forbes article caught my eye.

Too Many Calls? Here’s How to Stop Your Contact Center Collapsing

Babelforce

Getting too many calls is one of the biggest threats to the contact center. Very high call volume damages customer experience, puts strain on agents and drives up costs. But hey, that’s life… right? Well, no. There are a lot of ways you can make sure call volume stays at a manageable level.

Virtual Call Center – Support Business From Anywhere During COVID

JustCall

The COVID-19 scare has shut down almost all on-premise call centers. Most call center agents who work from home now, have been relying on wired desk phones and complex storage equipment. A virtual call center driven by a cloud phone system turns out to be a great solution here.

COVID-19 Global Update May 28, 2020

Concentrix

As we continue our efforts to keep you informed of the COVID-19 situation across the globe, many governments are cautiously easing lockdowns as new cases fall. France and the UK pivot to focus efforts on contact tracing while South Korea, Ireland and Indonesia focus more on social distancing.

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

Keeping Up with the Changing Times in CX Technology—and Services

inmoment

Though companies are increasingly investing in customer experience (CX), the gap is widening between a brand’s promise of great customer experience and the customers’ assessment of those experiences. In fact, Forrester’s CX Index shows that there are literally no companies perceived as excellent in basic customer experience journeys. Companies are clearly missing the mark despite their CX investment—but why? Read the full article… Best Practices Blog

Supply Chain Management During the COVID-19 New Normal

Cincom

How will supply chain management adapt to the new normal of the COVID-19 pandemic? Supply chain management is a priority for almost all businesses in the era of COVID-19. Businesses are beginning to understand that the COVID-19 pandemic will not just pack up and disappear after a few weeks.

Episode 09: Energy beyond the moment

C Space

Customer, Now. Nothing is changing faster than ourselves. Read more about this C Space project. What’s happening with customers right now and what should business do next?