Advantage Communications
MARCH 17, 2021
Did you know that, according to Microsoft , 90 percent of Americans use customer service as a factor in deciding whether or not to do business with a company?
ShepHyken
MARCH 17, 2021
It seems that most of the companies that customers love to do business with have something in common. They focus more on the customer than they do the sale. Sure, they want to make the sale, add more revenue and get higher ratings. What company doesn’t want that? But when they focus on the customer’s needs, the rest seems to fall into place. A great example of this comes from Dawn Mushill, one of our Shepard Letter subscribers.
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Callminer
MARCH 17, 2021
It's important to consider what factors impact customer journey and what can make it better. Learn how to improve customers’ journeys to improve your business and bottom line.
Contact Center Pipeline
MARCH 17, 2021
Not long ago, as I walked the floor of a contact center, the voice of a customer service rep echoed toward me across mostly vacant cubicles. As his call ended, I approached. Noting the stress ball he was crushing, I said, “Tough call?” He nodded. “What’s it like managing those without all your peers here?” […].
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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.
TechSee
MARCH 17, 2021
If there’s one feeling consumers have grown familiar with in their dealings with the telecom industry, it is – by all accounts – frustration. There’s just something about waiting for the cable guy to show up some time between noon and 6 p.m. to fix your internet connection only to have him arrive late and leave with the issue unresolved.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
TechSee
MARCH 17, 2021
If there’s one feeling consumers have grown familiar with in their dealings with the telecom industry, it is – by all accounts – frustration. There’s just something about waiting for the cable guy to show up some time between noon and 6 p.m. to fix your internet connection only to have him arrive late and leave with the issue unresolved.
Alorica
MARCH 17, 2021
Collaboration unites Talkdesk’s industry-leading cloud contact center solutions with Alorica’s forward-thinking vision, execution and performance management capabilities, including its work-at-home solution, Alorica Anywhere Sixty-five percent of companies who lack omnichannel say it’s a high priority goal for their organization, according to Talkdesk Research; the Alorica and Talkdesk omnichannel.
The Northridge Group
MARCH 17, 2021
The COVID-19 pandemic has intensified the need for companies to make customer experience as effortless as possible. Northridge’s annual State of Customer Service Experience 2020 report indicates that online shopping and digital tools are becoming the “new normal” and the need for self-service options enabling faster, easier ways to contact companies for service issues and inquires has never been greater. .
aircall
MARCH 17, 2021
Hitting sales targets and goals, increasing revenue, enhancing the brand — it’s all part of sales planning. When you use best practices in sales planning, everyone involved benefits — marketing teams, sales managers, sales teams, and your customers. Most importantly, good sales planning positively impacts your bottom line. . Best practices for sales planning begins with an overall comprehensive plan that serves as your roadmap for sales call planning.
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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
GetFeedback
MARCH 17, 2021
Excellent customer service can increase customer loyalty, retention, and more.
Calltools
MARCH 17, 2021
The right telemarketing tools can set up your call center for success. Technological advances make connecting with consumers easier and deliver better results. One of the most important tools is the dialer. You can choose from several types, but you must decide which one works best for your company. Preview dialers are one popular model, but it performs best for certain industries.
GetFeedback
MARCH 17, 2021
What customer needs are and how your organization can identify them.
LiveVox
MARCH 17, 2021
In their latest eBook, Frost & Sullivan dive into the connection between agent and customer experience. Exceptional Agent Experience Drives an Exceptional Customer Experience Start with agent desktops & pre-configured workflows According to Frost & Sullivan’s analysis, the bedrock of good customer experience is a thoughtfully designed agent desktop.
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.
5CA
MARCH 17, 2021
Do you remember a time when subscription e-commerce wasn’t a thing? Whether it’s streaming media services or teddy bears, the subscription model is booming. So much so, it’s about to go global, but how can you use that to your advantage?
ClientSuccess
MARCH 17, 2021
Today’s CSMs and customer success leaders are masters in juggling multiple plates at once. As customer success has become one of the most visible – and critical – departments within many organizations, CSMs are tasked with acting as a project manager not just for onboarding and implementation but for customer projects throughout a company. With so much going on, looking for ways to automate or templatize operations is critical to maintain efficiencies.
5CA
MARCH 17, 2021
At 5CA, we’ve been champions of working from home since our humble beginnings in our CEO, Otto van Haaren’s, mind. But while it’s been great to see other companies get on board with remote work — however necessary — we also understand its problems.
GetFeedback
MARCH 17, 2021
A complete guide to open-ended questions in surveys.
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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.
Playvox
MARCH 17, 2021
During the COVID-19 pandemic, workforce management became an area of intense focus and accelerated innovation.
Back Office Centers
MARCH 17, 2021
As ecommerce platforms evolve, the role of order processing services is becoming more and more important. It is vital for a company to keep track of each and every order, so that customers don’t face any problems. This task might appear trivial from outside, but it can cause major chaos if every stage of order processing is not handled correctly. Understanding Different Stages of Order Processing.
Brad Cleveland Blog
MARCH 17, 2021
You face many choices when deciding where and how to improve the customer experience. And possibilities multiply when analyzing customer data from sources that range from social media posts to surveys to operational metrics. Which issues do you tackle first? Here are eight criteria that can help you make that decision: SAFETY: Customer safety should always be the top priority. … The post Principle #6: Improvements Must Be Ongoing first appeared on Brad Cleveland.
SmartKarrot
MARCH 17, 2021
Chances that you may have heard about the 80:20 rule or the Pareto Principle are high. The Pareto principle is also called the law of the vital few. The idea is- 80% of the effect is produced from 20% of the cause of the event. In 1906, Vilfredo Pareto from Italy made an observation that nearly 80 percent of Italy’s land was owned and controlled by nearly 20 percent of the population.
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!
Brad Cleveland Blog
MARCH 17, 2021
You face many choices when deciding where and how to improve the customer experience. And possibilities multiply when analyzing customer data from sources that range from social media posts to surveys to operational metrics. Which issues do you tackle first? … Continue reading → The post Principle #6: Improvements Must Be Ongoing appeared first on Brad Cleveland.
SmartKarrot
MARCH 17, 2021
Role: Director of Customer Success Location: Chicago, IL, US Organization: 1WorldSync As a Director of Customer Success, you will manage and help build all post-sales activity for customers through strong relationship-building, product knowledge, planning and execution. Help build out customer engagement program, establish criteria and has past experience purchasing customer success technology and working with that software.
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