ShepHyken

MARCH 5, 2021

This week we feature an article from Deb Mukherjee , a SaaS marketer with DelightChat. He shares five customer-related applications worthy of taking your eCommerce customer service to the next level. In this day and age, eCommerce is a booming industry. The global eCommerce market size was valued at 9.09 trillion dollars in 2019. As we’re still embracing remote work and social distancing, folks would be purchasing from online stores.

Customer Experience 222

Customer Experience SaaS Sales Marketing 222

Nextiva

MARCH 5, 2021

Many companies leverage customer service automation to improve their support agent productivity. It aims to help customers with fewer live human interactions. It also insulates businesses from high call volumes, speeds up customer service processes, and minimizes human error. Although, there are drawbacks to automated customer service, such as its lack of human connection and […].

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Best practices Customer Service Customer Experience 140

Tethr

MARCH 5, 2021

Customer loyalty. It’s the white whale of the service world, ever more elusive here in the digital age. Your customers now have a wealth of product and service options just a few clicks away, and as a result, it has become almost impossible to keep a customer loyal. Strategies for building customer loyalty can be expensive or inefficient , and few seem to have settled on a strategy that actually works.

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Contact Center Customer effort Customer Experience Management 118

Eptica

MARCH 5, 2021

Date: Friday, March 5, 2021 Author: Pauline Ashenden - Demand Generation Manager Building the hybrid contact centre with Microsoft Teams. Published on: March 05, 2021. Author: Pauline Ashenden - Demand Generation Manager Moving forward the needs of customers – and customer service staff – are changing radically. How can contact centres transform successfully?

Analytics 104

Analytics Marketing Customer Service Management 104

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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.

Sykes

MARCH 5, 2021

As we recognize International Women’s Day, we celebrate the many women who make a difference at SYKES. This day of appreciation was established in 1911 to pay tribute to the social, economic, cultural, and political achievements of women around the world and is an important occasion to reflect on the progress and contributions that women have made throughout history.

Consulting 98

Consulting Consulting Banking Personalization 98

Totango

MARCH 5, 2021

Customer retention is the lifeblood of any savvy enterprise. It’s the only way to be successful in this customer-centered economy and ensure scalable long-term revenue. To retain customers, companies must make the customer experience better and ensure customers never stop seeing value from their product or service. As such, you will need to keep a close eye on your customers as they progress along the customer journey to avoid churn and gather the data needed to calculate your retention rate.

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Customer retention Upselling Enterprise Benchmark 85

Nuance

MARCH 5, 2021

“Now more than ever” is a phrase you’ll hear often when organizations and experts discuss the importance of things like customer experience, connected service, and seamless digital interactions. But the past year has made it very clear that digital experiences are now much more important for serving customers effectively. Our recent Future Forward: CX and [.

Customer Experience 70

Customer Experience Enterprise 70

aircall

MARCH 5, 2021

An online app marketplace brings all compatible software together—complete with descriptions and reviews— to help customers, prospects, teammates, and product partners alike benefit from SaaS integrations. But if you want to establish your own, you can’t do it without the right partners. . Product partnerships are an important part of any business, but especially so with an app marketplace.

voip 62

voip SaaS Airlines Transportation 62

AnswerConnect

MARCH 5, 2021

After nearly a year of “lock-down” and with vaccines arriving, companies are starting to consider what a return to the office will look like. Or, in many cases, if it. The post What will work look like post-pandemic? appeared first on AnswerConnect Blog.

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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

Jon Arnold

MARCH 5, 2021

It’s a busy month for webinars, and here’s the next one - Wednesday, March 10 at 2pm ET. Am back for another webinar hosted by Huawei , and it’s about the promise of 5G for carriers to help enterprises with digital transformation. This is a pretty broad topic, and I’ll be joined by two other panelists - Will Townsend of Moor Insights and Strategy, and Tony Rutkowski of Netmagic Associates - along with Sean Kinney of RCR Wireless News as moderator.

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Enterprise Wireless Big data 52

AnswerConnect

MARCH 5, 2021

After nearly a year of “lock-down” and with vaccines arriving, companies are starting to consider what a return to the office will look like. Or, in many cases, if it. The post What will work look like post-pandemic? appeared first on AnswerConnect Blog.

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Enghouse Interactive

MARCH 5, 2021

The last year has seen unparalleled change in the contact centre, with the acceleration of remote working due to the pandemic and lockdowns. As the world continues to change and moves to more hybrid, collaborative ways of working, how can organisations ensure they are ready to better serve customers – and support their staff? This hybrid future was the theme for our recent in-depth roundtable webinar.

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Analytics Technology Surveys Customer Service 45

Voiptime

MARCH 5, 2021

To keep existing customers satisfied, a high level of call center service is extremely important. One of the key metrics to measuring customer satisfaction is FCR (First Call Resolution). It shows whether the customer’s problem or issue was resolved during the first interaction with company representatives. If the customer needs to make several calls in order to solve the problem, it leads to frustration and dissatisfaction.

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First call resolution Call Center Metrics 40

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

SmartKarrot

MARCH 5, 2021

Customer success managers start knowing their customers only when they ask them customer questions. They need to drill down each and every detail from the customer to get the right information. This information helps you in serving your clients much better. Do not assume anything about your client. Get the information right from your customer. Nobody can provide you better information than they themselves.

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Management B2B Feedback Metrics 10

3CLogic

MARCH 5, 2021

As organizations around the globe accelerate their digital transformation, customer experience is a critical focus for today’s enterprises. Learn why the customer experience is so important and how to leverage the four pillars of CX success in your favor. What is Customer Experience (CX)? Customer experience, also known as CX, is the sum of all interactions a customer has with an organization across various touchpoints, such as voice, email, on social media, or in person.

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Customer Experience Enterprise SaaS Customer retention 75

SmartKarrot

MARCH 5, 2021

Role: Director, Customer Success (Remote Eligible) Location: Remote, Boston, MA Organization: Okta, Inc. As a Director of Customer Success, you will lead Okta’s team of Customer Success Managers who field requests from Customers, Sales, and Support to assist customers. Identify, conceptualize, pilot, operationalize, and deploy new processes, tools, communications, training and methodologies to ensure the CSM Team’s success across groups and departments throughout the company.

Consulting 10

Consulting Consulting outsourcing Coaching 10

CSM Magazine

MARCH 5, 2021

So, you’re planning an online conference for an international audience. What can possibly go wrong? Quite a lot, actually. Technical problems, miscommunication , and bored listeners are just the main potential issues that anyone can encounter. The key to launching a successful online conference is thorough preparation. The event will be successful if the audience likes it.

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Technical Support Personalization 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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