CSM Magazine

APRIL 12, 2021

Healthcare isn’t only about giving aid to people in need of medical attention, but it’s also a part of the customer service industry. Thus, how you treat your patients will heavily influence the level of care you provide. Despite this, you must never treat your patients as pure customers. When you say customers, you’re implying that these individuals are simply there to buy products from your establishment.

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Customer Service Healthcare Entertainment Wait times 98

ShepHyken

APRIL 12, 2021

Each week I read a number of 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. Overpromise by Josh Linkner. (Josh Linkner) Put yourself out there in a big, bold, defiant way. Reach for the solutions for which you lack full confidence you can deliver with little effort, but that will delight your customers or colleagues if you reach.

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Outsource Consultants

APRIL 12, 2021

In part one of our series, we detailed five tips for targeting better KPIs with your BPO vendor partner. In part two, we’re focusing on how business leaders can work with their BPO partners to set more ambitious training targets. In the last year, organizations with rock-solid training processes were handsomely rewarded, quickly scaling their teams remotely as the need for work-from-home agents skyrocketed.

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TELUS International

APRIL 12, 2021

The eCommerce checkout is the most overlooked part of the customer journey. Here are four of the biggest customer pain points, and tips on how to solve them.

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Customer Experience Customer Service 123

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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.

Cincom

APRIL 12, 2021

How do Lean Principles Relate to Digital Technology? Lean principles are normally associated with manufacturing and services. When you reduce bottlenecks on the manufacturing floor by flagging broken-down machines, that is Lean. When you figure out a way to reduce processing waste and save on costs , that is a lean principle. When a delivery driver suggests a new route that would save on both gas and money, and management listens, that is a lean principle.

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Concentrix

APRIL 12, 2021

IAOP ranked Concentrix highest for its customer references, industry awards, innovation, and CSR programs Earlier this year Concentrix was recognized as one of 2021 IAOP Global Outsourcing 100, the world’s best service providers. IAOP recently recognized Concentrix with special distinction as an “All-Star” company positioning it among the best for exceptional scoring in all four.

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Calabrio

APRIL 12, 2021

We’ve seen customers creatively step up to the challenges of this unique year—engaging their workforce and delivering on customer service expectations. We’re proud to share that one of these innovators has been recognized by the Society of Workforce Planning Professionals as a top-notch contact center leader. Three cheers to Aaron Jacobs of GE Appliances!

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TeamSupport

APRIL 12, 2021

Self-service is still good customer service. Offering an option for customers to help themselves can give your customer support reps more time to focus on improving the big-picture aspects of your service strategy. And the right customer support software makes it easy to give customers what they want when they need it. According to recent industry research from Coleman Parkes, 91 percent of respondents said they would use a knowledge base if it were available to them, and 75 percent said online

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Self service Customer Support Interactive Voice Response B2B 58

Cincom

APRIL 12, 2021

How do Lean Principles Relate to Digital Technology? Lean principles are normally associated with manufacturing and services. When you reduce bottlenecks on the manufacturing floor by flagging broken-down machines, that is Lean. When you figure out a way to reduce processing waste and save on costs , that is a lean principle. When a delivery driver suggests a new route that would save on both gas and money, and management listens, that is a lean principle.

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Sales Technology B2C Customer Experience 52

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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

bold360 Blog

APRIL 12, 2021

What have we learned since the pandemic changed, well, everything? Plenty. To uncover how COVID-19 has transformed how customers and companies interact for the long term, we went straight to the frontlines. Bhairavi Mehta, Customer Relationship Manager at Bold360 shares the top seven customer engagement trends she’s seen across Bold360 customers over the last year — with real-world examples you can probably relate to. .

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LiveVox

APRIL 12, 2021

For Diversity Awareness Month we wanted to share a few ways to celebrate and some of the activities we’ll be engaged in to recognize and honor diverse perspectives in April! We’re focusing our efforts on building inclusive work cultures in our offices around the globe and participating in training and activities to overcome bias, create […]. The post April is Diversity Month!

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SmartKarrot

APRIL 12, 2021

Role: Director, Customer Success Location: Remote, United States Organization: PerfectServe As a Director of Customer Success, you will collaborate to develop PerfectServe’s Customer Success methodology. Lead and develop a team of geographically dispersed Customer Success Advisors and Technical Leads to develop and execute on customer account plans that are aligned with customer objectives and help the customer maximize the value of their PerfectServe investment.

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Enterprise Coaching Accountability SaaS 10

Influitive

APRIL 12, 2021

Spring has sprung and our customers’ programs continue to deliver creative campaigns, innovative recruitment strategies and buzzing community discussions this past month. We’re proud to share significant growth in the 3R’s (referrals, references and reviews) along with social share activity and nearly $12M in generated ROI in March. Read on to dig into March’s data […].

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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

Spearline

APRIL 12, 2021

While many believe it to be an obsolete piece of machinery with no role in the modern workplace, fax still remains one of the more commonly used forms of communication. One real-life situation illustrates the potential complexities of the "simple fax." A global organization had been experiencing long-term intermittent faults within their fax process.

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NobelBiz

APRIL 12, 2021

Seeking to simplify business processes while taking up a minimum of space and making the most of what new technologies have to offer: this is the motto of internet telephony software! In that regard, a softphone (a contraction of software and telephone) is an advanced software that allows phone calls to be made from a computer. In fact, it enables transmission from one device to another or from one computer to a telephone.

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voip Interactive Voice Response Contact Center Telecommunications 52

aircall

APRIL 12, 2021

Customers normally have higher expectations when contacting a brand today than they did a decade ago. . How can you keep raising the standard of your customer experience in line with these heightened expectations? By knowing who your customers are, what they want, and how to give it to them. Customers will always pay attention to pricing, but modern customers are also looking for companies that are responsive.

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SmartKarrot

APRIL 12, 2021

Do we have power to control the way we think? Can we develop our skills, talent and intellect over time, or is it something that we are born with and is irreversible? Fortunately, the answers to all these questions is yes! On that note, the thread of contact between customer success and growth mindset is starting to become stronger, especially when it comes to establishing supreme customer onboarding practices.

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Feedback B2B Personalization Management 11

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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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