ShepHyken

MAY 14, 2021

This week we feature an article by Ashwini Dave, a digital marketing expert at Acquire , a conversational customer experience software platform. She shares five rules that businesses should follow to create a great customer experience. If you think brands can get away with a shoddy, below-average customer experience and put the blame on COVID-19, consider this: “Post-COVID, 59% of consumers care more about customer experience when they decide what company to support or buy from” In

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Journey mapping Customer Experience Self service Personalization 217

Myra Golden Media

MAY 14, 2021

Q “I work in public transportation, and we still have strict mask requirements. I’ve had customers snatch the complimentary mask out of my hand and throw it on the floor. A woman flipped me off and said something profane. Many customers don’t acknowledge me when I politely tell them to wear a mask. What advice can you give me for enforcing a mask requirement while getting the respect I deserve?”.

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Transportation Customer Service Customer Experience 199

Call Design

MAY 14, 2021

IVR’s…love them or hate them, they are an almost ubiquitous part of the contact centre industry and have been around for a very long time. In fact, according to Wikipedia, the first commercial IVR system was built to perform order entry and inventory control back in 1973, although the technology was certainly in its infancy, and considered expensive and difficult to implement.

Interactive Voice Response 146

Interactive Voice Response Self service Wait times Banking 146

Help Scout

MAY 14, 2021

When you provide a tool that your customers rely on to achieve their daily goals, a common guiding value is a user-first mentality. But what does this actually mean? For Brain.fm, this means achieving as much visibility into and consistency of customer success as possible. Brain.fm was founded in 2003 by Adam Hewett with the goal of helping people focus, relax, and sleep by way of neuroscience-backed functional music.

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Benchmark Metrics Customer Support Technology 109

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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.

Inbenta

MAY 14, 2021

WhatsApp chatbot and check-in. GOL, a brasilian airlines who has been a customer of Inbenta since 2016 , has launched new features to enhance the capabilities of GAL, the airline’s virtual assistant, on WhatsApp. Still unprecedented in the segment, the platform was launched at the end of last year. Until then, WhatsApp was only used as a pilot channel, used by customers to ask questions to human agents, without any bot involved.

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NICE inContact

MAY 14, 2021

Change management is part of every successful technology transformation effort. You can nail the technical implementation, but if the people using the new capabilities aren't on board, your project will struggle out the gate.

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Contact Center Technology Management 78

ChurnZero

MAY 14, 2021

How to Define, Measure, and Advocate for Customer Success Operations. Have you ever wondered: What’s the difference between Customer Success Management and Operations? When should I add Customer Success Operations and how do I advocate for the role? What goals, metrics, and tools does Customer Success Operations use? If so (like the rest of the Customer Success world), then this article is for you.

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Customer retention Metrics Benchmark SaaS 81

Eptica

MAY 14, 2021

Date: Friday, May 14, 2021 Author: Pauline Ashenden - Demand Generation Manager Successfully embracing AI for customer service. Published on: May 14, 2021. Author: Pauline Ashenden - Demand Generation Manager How can artificial intelligence help deliver a better customer experience and how far down the path to AI has the industry travelled? What will be the impact on agents and customers?

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Customer Service Chatbots Marketing Customer Experience 72

Totango

MAY 14, 2021

Customer retention is the keystone in any customer success strategy. There are many different types of customer retention metrics that one can track. Which customer retention metrics have the biggest impact on your business? Here are five of the most important ones and how to calculate them. Customer Retention Rate. Your most fundamental key performance indicator for tracking and managing retention is your customer retention rate (CRR).

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Customer retention Metrics Upselling Best practices 65

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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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aircall

MAY 14, 2021

Using a predictive dialer or an auto dialer in place of manually dialing calls is like the difference between walking to work or taking a high-speed commuter train. You get to your destination a whole lot faster. There’s no time wasted looking up phone numbers or punching them in. Sales and support agents don’t have to wait for someone to answer the call or a machine to pick it up.

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Avoxi

MAY 14, 2021

Buy Online Get a Free Demo How to Find Available Vanity Phone Numbers Find & Buy Custom Phone Numbers We’ve all heard the jingles on our TV sets and sung the advertisements in our heads for days… vanity numbers- if done correctly - can do wonders for your business. What exactly is a vanity phone… The post How to Search for Available Vanity Phone Numbers appeared first on AVOXI.

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Advertising 62

Alorica

MAY 14, 2021

A champion is a person who fights or argues for a cause or on behalf of someone else. It is also someone who is a superstar. The 64 companies on IAOP’s inaugural Impact Sourcing Champions Index are both. They are the best of the best buy-side, provider and advisory firms that each day advance the lives of people who otherwise would have limited prospects for sustainable employment through their.

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Personalization Customer Service 62

Influitive

MAY 14, 2021

Another year, another successful Forrester B2B Summit in the books! Influitive was proud to sponsor this live virtual experience and connect with marketers, customer experience experts, and analysts worldwide.

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B2B Marketing Customer Experience 59

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

Comm100

MAY 14, 2021

Ten years ago, it wouldn’t have been uncommon to see people switch off merely at the sound of ‘customer experience’ in conversation. Once considered an ephemeral buzzword that would fade away, these same organizations now boast of their CX-first culture that puts customer experience at the forefront of everything they do. The reason for such a rapid and overwhelming change of heart is simple and unsurprising.

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Jon Arnold

MAY 14, 2021

Next week is the 2021 edition of UCX: Now , and am on the program again. This time, I’ll be speaking on a panel led by colleague Kevin Kieller, and we’ll be exploring how enterprises can manage all the data that’s now being captured in the workplace, thanks to AI and cloud. Big issues to explore, and we hope you can join us. Details for the session and registering for the event are here - if you can attend our session, it’s at 11am ET on Wednesday, May 19.

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Enterprise Big data Management 52

5CA

MAY 14, 2021

It’s good business, in every sense, to look after your VIPs. Good for them, rewarding them for their customer loyalty and advocacy, and good for your repeat revenues and bottom line. But just how do you do it?

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Spearline

MAY 14, 2021

Spearline continues to monitor the impact that natural disasters and other external factors have on the performance of the world’s global telecommunications infrastructure. According to S&P Global Market Intelligence, “the number of global internet outages increased 16% in the week of April 10, ending a downward trend that began in end-February” The article continues to describe that outages globally “increased to 260 from 224 in the previous week” Outages withi

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Telecommunications Accountability Marketing Management 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

CSM Magazine

MAY 14, 2021

Customer experience might sound like marketing speak to a profession that has traditionally relied on in-person relationship management and word-of-mouth reputation for business development, but that attitude is out of date. The legal profession is undergoing enormous change thanks to digital transformation and automation and there are a number of important tools that small law firms need if they want to compete on customer experience (and they should).

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Ann Michaels and Associates

MAY 14, 2021

With the rise of reviews online and social media, many companies have opted out of sending their clients surveys altogether. The thinking is they don’t need them since they are hearing from their customers on a regular basis online. However, is this a good strategy? Do surveys still play an important role? Let’s start by taking a closer look at the Review Economy.

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Surveys Entertainment Advertising B2B 45

Back Office Centers

MAY 14, 2021

Data entry is one of the most boring and voluminous tasks in today’s time. Due to a rise in regulatory compliances and data security laws, it has increased in scope and became more critical from a security point of view. The management of data entry can be a big problem to solve and may distract a company from achieving its fundamental goals. But if you are not doing it right, it can impact the quality of core processes as the data inputted into the database directly influences other core busine

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5CA

MAY 14, 2021

The post How do you treat your VIPs (Very Important Players)? appeared first on 5CA.

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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!

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Back Office Centers

MAY 14, 2021

Data entry is one of the most boring and voluminous tasks in today’s time. Due to a rise in regulatory compliances and data security laws, it has increased in scope and became more critical from a security point of view. The management of data entry can be a big problem to solve and may distract a company from achieving its fundamental goals. But if you are not doing it right, it can impact the quality of core processes as the data inputted into the database directly influences other core busine

outsourcing 40

outsourcing Management Sales Marketing 40

3CLogic

MAY 14, 2021

We’ve all been there. Something’s gone wrong, whether it be with your bank or a service provider, so you pick up your phone to call customer service. A voice recording welcomes you and asks you to explain why you’re calling. You hesitate, knowing that the voice on the other end is computer-generated, not human. How can you explain your complex problem in a way that a robot can understand?

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Noble Systems

MAY 14, 2021

Do you know what differentiates call center CRM Software from Contact Center Software? If you answered no, you’re not alone. A survey conducted by Harris Interactive found that 87% of adults do not know the difference. So, let’s take a look and see if we can clear up the confusion. Breaking It Down: CRM Software and Call Center Software. The basic distinction between call center CRM software and contact center software is this: • CRM Software is used to track and manage customer information. •

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Enghouse Interactive

MAY 14, 2021

The overall potential of AI within customer service has now been a hot topic for several years – but where does it deliver real benefits and what is the state of AI deployment? To find out, the latest ContactBabel Inner Circle Guide to AI, Chatbots and Machine Learning report, sponsored by Enghouse Interactive, surveyed both contact centre leaders and a cross-section of consumers.

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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