CSM Magazine
FEBRUARY 17, 2021
Jeff Mowatt looks at some surprisingly quick and simple ways to improve your response time to customer inquiries—and make an exceptional first impression. Imagine you’re working late, visiting a website of a potential new supplier. Using the email form on the website, you send a short message that you’d like someone to contact you. Since it’s after hours, you hope to hear from them in the next business day or two.
ShepHyken
FEBRUARY 17, 2021
Not long ago I wrote about how small improvements can make a big difference. Even just a 1% improvement can make an impact. And, if you focus on 1% (or more) again and again, over time you will make big improvements that will have a positive impact on your customers, employees, internal processes, and your bottom line. You’ll find ways to save money, make money, develop better ways of doing business and much more.
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Contact Center Pipeline
FEBRUARY 17, 2021
In August of 1970, American duo the Carpenters released their second studio album, which was called Close to You. The album contained the hit song and perennial wedding favorite, “We’ve Only Just Begun,” and the song that provided the Carpenters with international musical fame, “(They Long to Be) Close to You.” In 2012, Rolling Stone […].
CX Global Media
FEBRUARY 17, 2021
Sean Ryan was put in charge of an engineering team that had more experience than he had been alive. He wanted them to be more focused on the customer, but he could not possibly dictate any decision to them because they were more experienced than he was. Not really knowing what he could bring to the table, Sean tried to figure out what value that he could bring to the team, and he realized that if he could create space for them from the bureaucracy within the company, then they would be able to p
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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.
Acquire BPO
FEBRUARY 17, 2021
Acquire BPO dominates as it continues to rank on the International Association of Outsourcing Professionals® (IAOP®) for the fifth consecutive year in the Leader Judging Size category. The 2021 list was released today during the IAOP’s virtual Outsourcing World Summit. “While the last year has been tremendously challenging, I’m very proud of our global team that has grown to over 8,500.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
ChurnZero
FEBRUARY 17, 2021
Technology Services Industry Association (TSIA) has a library of 751 business challenges, which represent specific issues about which members go to seek assistance, guidance, or direction on. Last year TSIA responded to over 3,000 inquiries from members. Each inquiry, advisory engagement, and workshop that they conducted, was tagged to a corresponding business challenge.
SharpenCX
FEBRUARY 17, 2021
In the best of times, your customers never call you. They sit happy with their products and services, don’t have any issues to report, and self serve when they do have questions. In the worst of times ( we’re looking at you, 2020 ), your customers won’t stop picking up the phone. They seek a scapegoat for their problem. And it turns out, your agents make a great fall guy. .
aircall
FEBRUARY 17, 2021
It’s been said that a great product will sell itself. But when you put in the time and effort for sales strategy planning, the sky’s the limit as to how much you can achieve. . With some help from technology and a little thoughtful planning, you can create a sales strategy plan that helps your sales team reach their targets, week after week.
OctopusTech
FEBRUARY 17, 2021
Customer support through Whats App is just one of the great customer support services offered by IBM. One can avail reliable and quality solutions to a wide range of problems through this customer support portal, which is the most accessible way to get quick responses. For instance, if one needs to exchange queries and solve problems with IBM customers, then they can do so through this portal.
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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
Nuance
FEBRUARY 17, 2021
I’ve always been a big football fan. There’s something incredibly exciting about watching so many players, each with their own unique strengths, working together to make a touchdown. But what’s even more interesting to me is watching how the best teams change their approach, evolve, and get stronger after playing against the fiercest and most [.] The post Inspired by Greatness: How Healthy Competition Moves the Quality of Care Forward appeared first on What’s next.
Cincom
FEBRUARY 17, 2021
The world has steadily been moving online for the past two decades. The COVID-19 pandemic is accelerating this move and is aggressively pushing the transition from offline to online—to digitize manual processes in an effort to minimize risk and maximize customer relationships. This has become evident globally with most employees working from home on their laptops, and all forms of communication happening virtually.
Nuance
FEBRUARY 17, 2021
When telcos talk about 5G, they usually focus on the obvious benefit to consumers: lightning-fast speeds. But for those of us in the business of customer engagement, 5G is about so much more than quick downloads and stable connections. With the ultra-low latency of its new network architecture, 5G is set to transform customer experiences [.] The post 5G and AI: A partnership that’s going to revolutionize CX appeared first on What’s next.
JivoChat
FEBRUARY 17, 2021
Digital shopping cart abandonment is the most common reason for deflated conversion rates in eCommerce stores. There are many reasons why 70% of consumers abandon their online shopping carts. Whether it’s because the checkout process isn’t clear, or because users are just shopping around and not ready to buy just yet, the effects of shopping cart abandonment are hard to ignore.
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.
CSM Magazine
FEBRUARY 17, 2021
In every company, the employees are the biggest assets. This is because their conduct is directly related to business performance. It is perhaps why the size and success of organizations are measured by the number of employees they have on their payroll. With this having been mentioned, business owners are keen enough to ensure career development for their employees.
Calltools
FEBRUARY 17, 2021
Top marketing teams have a clear view of lead qualification organization and management. They know the power a killer sales process can have on commercial results. Lead qualification is the process of turning leads into prospects in your pipeline. Qualifying leads gives you an insight into prospects that may have an interest in your product or service, but it doesn’t guarantee they will become customers.
CSM Magazine
FEBRUARY 17, 2021
Chances are you’ve experienced delays at work waiting for someone to respond to your email. That person may be overloaded or unorganized and yet you’re held responsible for the lack of progress. Here are two tips to get faster replies to your emails. First tip – modify your subject line from being a topic title to instead being a question with the person’s name in it.
Global Response
FEBRUARY 17, 2021
Focusing your efforts on an extensive social media support plan can greatly set you apart from other companies. With so many customers, existing and potential, using social media platforms daily, it is more. The post The Many Facets of Social Media Support appeared first on Global Response.
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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.
CSM Magazine
FEBRUARY 17, 2021
Are you looking for ways to delight your customers beyond the standard realm of satisfactory customer service? Try communicating with them more effectively. The ways in which you interact with your customer base will have a much greater impact on your company’s reputation than the products you offer, the pricing you set or the building in which you do business.
The Petrova Experience
FEBRUARY 17, 2021
In the third quarter of 2020 US e-commerce sales went up 36.7% compared with the same period in 2019. Websites have come back to center stage. However, we are not seeing an equivalent shift in web experience that matches the shift in today’s consumer behavior. Retailers are leaving money on the table. Airports continue to speak to passengers using the CDC tone of voice by pasting carbon copies of healthcare guidelines.
SmartKarrot
FEBRUARY 17, 2021
Role: VP Customer Success Location: Fremont, CA, US Organization: Privacera As a VP of Success Manager, you will be responsible for leading, expanding, and mentoring the Customer Success teams through strategy and Objectives and Key Results along with hiring, coaching, and developing a world-class team. Representing the voice of the customer and influencing internal stakeholders by promoting a customer-centric mindset across the organization.
Talkdesk
FEBRUARY 17, 2021
Best practices to avoid “Scam Likely” labels on automated outbound calls. If you’re a business doing any kind of automated outbound dialing you run into the problem of caller IDs being labeled as “Scam Likely”, especially if you’re calling mobile numbers. This is due to the proliferation of illegal robocalls. In an effort to combat spam and scam calls, many carriers have adopted new technology that allows call recipients to flag numbers as “Spam Risk” or “Scam Likely”.
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!
SmartKarrot
FEBRUARY 17, 2021
Simply put, to calculate customer success capacity planning, you basically need just two information: Number of hours needed per month for all your customers (A). Number of hours a CSM can allocate to customers in a month (B). So, the number of CSMs you need (C) is: C = A / B. Is it that simple? Of course not. There’s so much more to it. Let’s explore!
CSM Magazine
FEBRUARY 17, 2021
Magnus Geverts at Calabrio encourages organisations to re-think their cloud contact centre strategy. In the first of a new series of blogs, he shares three top tips for empowering employees using the latest cloud-based innovations in Workforce Engagement Management (WEM). The pandemic has shifted the world of work and elevated the importance of agility in contact centres to meet the moment – whatever that moment may be.
CSM Magazine
FEBRUARY 17, 2021
Danish customer support innovator Dixa has acquired Melbourne-based knowledge management platform Elevio in a circa US$15m deal. The acquisition supports Dixa’s long term vision to simplify more aspects of customer service through personalisation and machine learning. Dixa’s platform is used by consumer-facing brands to serve customers across multiple channels from a single screen including social media, chat, voice and messaging apps, enabling an outstanding experience for customers
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