CSM Magazine

AUGUST 25, 2021

Lance Rosenzweig, CEO, Support.com. Lance Rosenzweig, CEO at Support.com reveals how customer support services delivered by a global home-based workforce and supported by state of the art technology can provide customers with a better experience and easier access to human experts. Technology adoption is picking up speed. This acceleration extends across every sector, from workplace communications and collaboration tools to fintech products like cryptocurrencies and hardware wallets, and from hea

Technology 52

Technology Chatbots Technical Support Government 52

ShepHyken

AUGUST 25, 2021

I’m always frustrated when I call a customer support number that I’ve called before and have to retell my story. The same goes for when I’m transferred to another person. There is no need for this. . I recently posted that message to social media. My friend and fellow customer service and experience expert Jason Bradshaw responded that the same thing happens with online chat.

Average Handle Time 376

Average Handle Time Metrics Customer Support Customer Service 376

Contact Center Pipeline

AUGUST 25, 2021

Many organizations weathered the COVID-19 crisis by focusing first on the welfare and well-being of their employees. The quick shift from on-premise to work-from-home (WFH) last year helped to safeguard companies’ human asset. Yet in the scramble to ramp-up the distributed workforce, security measures often took a back seat to business continuity. Quick to capitalize […].

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Contact Center Call Center 264

Call Design

AUGUST 25, 2021

If you’re a manager within a sizable workforce, you’ve likely heard of gamification. This new type of technology has completely revolutionised the way training and management is conducted throughout the professional careers of your agents. While gamification has only been around for a short time and used by large scale organisations, a growing wave of smaller workplaces appear to be adopting this technology in recent years.

Gamification 145

Gamification Employee engagement Surveys Consulting 145

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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.

SharpenCX

AUGUST 25, 2021

Whether you’re new to the contact center world or you’ve been here for decades, there’s something we can all agree on: the acronyms are aplenty. From FCR to AHT and UCaaS to CCaaS, contact centers practically have an entire language of their own. It can be tough to keep up with the latest lingo and to decipher between doppelganger definitions that seem almost identical.

Customer Service 128

Customer Service Technical Support Contact Center Coaching 128

ViiBE Blog

AUGUST 25, 2021

ViiBE Blog. How can you measure customer satisfaction? CRM , Customer experience. Automotive , Construction , Energy , Insurance , Retail , SMB , Transport. Natalia Barszcz. August 25, 2021. Share this article. Share on facebook. Share on twitter. Share on linkedin. Share on whatsapp. Share on email. Contents. Share this article. Share on facebook. Share on twitter.

Automotive 98

Automotive Brand ambassadors Transportation Construction 98

ChurnZero

AUGUST 25, 2021

Assessing customer satisfaction is crucial and has become an important part of driving growth for a variety of businesses. A Net Promoter Score (NPS) ® is one popular way of measuring customer satisfaction in a way that’s easy to understand. It will help you set benchmarks to get a clear picture of your performance with your customers. Let’s start with the basics.

Journey mapping 98

Journey mapping Benchmark Feedback Metrics 98

Working Solutions

AUGUST 25, 2021

Customer Experience (CX) is any type of interaction between customers and a business. That encompasses any touchpoint along the way, be it a customer service interaction, a website visit or social media post – and everything in between. Any sort of dealings with a company has an impact on the people who come into contact […].

Customer Experience 98

Customer Experience Customer Service 98

Babelforce

AUGUST 25, 2021

Workforce Management (WFM) is a set of business processes that contact centers use to ensure that staff can work in a cost-effective way. This includes forecasting contact volume, scheduling staff and analyzing performance. In other words, WFM involves studying the past, managing the present and predicting the future. Why does workforce management matter?

Management 98

Management Schedule adherence contact center workforce Contact Center 98

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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

Working Solutions

AUGUST 25, 2021

Customer Experience (CX) is any type of interaction between customers and a business. That encompasses any touchpoint along the way, be it a customer service interaction, a website visit or social media post – and everything in between. Any sort of dealings with a company has an impact on the people who come into contact […].

Customer Experience 98

Customer Experience Customer Service 98

Avoxi

AUGUST 25, 2021

Company Wellness Solutions Expands Reach, Brings Wellness Relief to More Clients with AVOXI Company Wellness Solutions has seen an uptick in revenue opportunities through AVOXI's expansive global coverage in hard-to-reach countries. Discover their success in expanding reach and services in new markets all from one centralized platform. Company Wellness Solutions, a leading South Africa-based wellness… The post Company Wellness Solutions Expands Reach, Brings Wellness Relief to More Client

Marketing 62

Marketing 62

Jon Arnold

AUGUST 25, 2021

The 2021 edition of Enterprise Connect is about a month away, and I’ll be presenting my annual update there on the state of AI and speech technology in the enterprise. Most of the attention for this corner of the tech world is focused on consumers and contact centers, but there are plenty of interesting use cases for enterprises right now, as well as on the horizon.

Enterprise 59

Enterprise Contact Center Technology 59

Edify

AUGUST 25, 2021

Contact: Liz Cahill for Edify Labs. LCahill@edify.cx.

Contact Center 98

Contact Center 98

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

ChurnZero

AUGUST 25, 2021

Assessing customer satisfaction is crucial and has become an important part of driving growth for a variety of businesses. A Net Promoter Score (NPS) ® is one popular way of measuring customer satisfaction in a way that’s easy to understand. It will help you set benchmarks to get a clear picture of your performance with your customers. Let’s start with the basics.

Journey mapping 52

Journey mapping Benchmark Feedback Metrics 52

LiveVox

AUGUST 25, 2021

Protecting customers’ privacy needs to be a top priority for every company in 2021. Living in this digital age means that it’s easier than ever to hack systems and steal someone’s information. Contact centers, especially, are constantly handling sensitive customer information. Most customers assume that their information is being handled with care, but even in […].

Contact Center 52

Contact Center 52

CustomerSuccessBox

AUGUST 25, 2021

SaaStr Annual 2021. Virtual: September 28-29, 2021. SaaStr 2021 gives you an opportunity to join 10,000+ Cloud and SaaS Founders, VC, and Execs. The 7th SaaStr Annual conference includes 3 full days, 100’s of workshops, and 1000s of Mentoring sessions, all to help you scale faster. Expect over 100 executives from companies like Slack, Zoom, Intercom, and Stripe—plus 25+ AMAs with top industry experts, 100+ workshops, happy hours, and lots more.

SaaS 52

SaaS Finance Marketing Technology 52

Influitive

AUGUST 25, 2021

There’s no question that developer marketing and relations requires a unique and multi-faceted strategy just as B2B or B2C customer marketing would. But what strategies and tactics make the most sense to start with and what metrics matter most for measuring success? Last month at Developer Marketing Summit, Mike Stowe, Director of Developer Marketing at […].

Marketing 52

Marketing B2C B2B Metrics 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.

Self service

JustCall

AUGUST 25, 2021

Do you want to reach out to your customers in the US? Or want to call or text your American friends from Australia? No matter whom you are dialing up from Australia to the US, there is a set of steps you need to follow. With this quick, handy guide you will understand how to call the US sitting in Australia. So, let's begin by looking at a few things you should know when calling the US from Australia.

virtual call center 52

virtual call center CRM Call Center Personalization 52

SmartKarrot

AUGUST 25, 2021

Role: Vice President, Customer Success (Health Plans) Location: Remote, United States Organization: Castlight Health As a Vice President of Customer Success, you will develop our go-to-market segmentation, operations, and numerous business improvement initiatives that support and enable a singular customer success approach and expansion into multiple health plan markets.

Accountability 19

Accountability Management Marketing Sales 19

Playvox

AUGUST 25, 2021

As in-person interactions with customers have largely been suspended during the pandemic, customer experience centers have evolved from simply offering reactive support to providing proactive customer engagement. More than just a cost center, modern customer experience organizations are now responsible for support, as well as customer acquisition, retention, cross-selling, and upselling.

Management 19

Management Upselling Customer Experience Personalization 19

CSM Magazine

AUGUST 25, 2021

The Global LEI System’s “Local Operating Units” (LOUs) issue LEIs. How to obtain an LEI? The registration form must be completed and sent to the service provider by legal organizations (further the LOU, Registration Agent, or any LEI service provider). ROC authorities who require the use of a common identifier accept LEIs issued by pre-LOUs that have been endorsed by the ROC or recognized by the Global LEI Foundation (see LEI Uses).

Marketing 52

Marketing 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

Playvox

AUGUST 25, 2021

As in-person interactions with customers have largely been suspended during the pandemic, customer experience centers have evolved from simply offering reactive support to providing proactive customer engagement. More than just a cost center, modern customer experience organizations are now responsible for support, as well as customer acquisition, retention, cross-selling, and upselling.

Management 57

Management Agent burnout Contact Center Coaching 57

CustomerSuccessBox

AUGUST 25, 2021

With a greater understanding of post-sales functions, many of the SaaS Businesses have already started implementing Customer Success as a dedicated functionality to run their Business. However, one of the challenges of building a customer success team in a SaaS organization is that most have still not acknowledged that Customer Success is a distinct discipline, with entirely different goals and metrics than Sales, Support, and Service and hence often Customer Success fails.

SaaS 52

SaaS Accountability Sales Metrics 52

CSM Magazine

AUGUST 25, 2021

Customer satisfaction can be defined as how happy customers are with a company’s products, services, and capabilities. Learn how a Knowledge Management system can help keep your customers satisfied. The Customer Satisfaction Score (CSAT) has become one of the the defining data points to evaluate consumer experience and brand growth. While the marketing, pre-sales, and sales processes add to customer satisfaction, customer service heavily influences CSAT scores.

Management 59

Management Abandon rate Average Handle Time Self service 59

SmartKarrot

AUGUST 25, 2021

It is always wiser to review, observe and monitor your operational workflow. Whether it is a manual or an automatic management workflow, you must keep a tab on the performance of the servers, apps, sites and other related infrastructure. And that is why we are proud to present this blog on SaaS monitoring that will walk you through the best of benefits, best practices, and tools that one can avail from SaaS monitoring.

Best practices 10

Best practices SaaS Metrics Analytics 10

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