ProProfs Blog

DECEMBER 28, 2020

Did you know that 42% of consumers say that they prefer live chat functions because they don’t have to wait on hold? It’s not a surprise anymore that live chat has been established as the upcoming customer support tool in the market. It’s even becoming a popular sales tool among both B2C ( 74% ) and B2B (85%) business owners. However, the use of live chat software is not restricted in its sales and support roles anymore.

Chatbots 78

Chatbots Upselling Sales Feedback 78

Contact Center Pipeline

DECEMBER 28, 2020

We are finally at the end of a turbulent 2020. It has been quite a journey—with many more months of market uncertainty and workplace challenges ahead. Over the past eight months, like many of our readers, we have been forced to pivot our editorial coverage to focus on the impacts of COVID-19 on the contact […].

Contact Center 296

Contact Center Management Marketing Virtual Agent 296

CX Global Media

DECEMBER 28, 2020

Updated and now with 30 virtual team-building activities. Here's your chance to build a vital skill for now and the future. Be a virtual team building expert by knowing how to keep your remote workforce engaged and motivated. The post 23 Best virtual team building activities for contact centers appeared first on CX Global Media.

Contact Center 279

Contact Center Employee engagement 279

Beyond Philosophy

DECEMBER 28, 2020

A few years ago, when speaking in Singapore, I asked my audience questions during my presentation, like I always do. To my surprise, nobody answered, and the presentation suffered for it. Later I learned that in Asia, standing up and answering a question in front of 100 people during a presentation was, from a cultural perspective, was considered rude.

Consulting 243

Consulting Consulting Customer centricity Customer Experience 243

Advertisement

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.

ShepHyken

DECEMBER 28, 2020

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. Gift Experiences Can Create an Emotional Connection With Customers by Wise Marketer Staff. (The Wise Marketer) The psychological impact of gifting, when created and delivered with specific design, has a powerful impact on customer behavior.

Customer Service 352

Customer Service B2B Customer Experience Marketing 352

TELUS International

DECEMBER 28, 2020

Businesses globally experienced rapid and immense change this past year. Discover the six digital and customer experience lessons that defined 2020.

Customer Experience 123

Customer Experience Best practices 123

Totango

DECEMBER 28, 2020

Cisco sees customer experience as a key differentiator for the future of business because of its ability to impact customer retention and growth. It’s so important that Cisco has created an entire program around it and is requiring all Cisco Gold Partners to complete the Customer Experience (CX) Specialization Certification by March 2021. Not only will the certification help Cisco Partners gain a competitive edge in a world where quick time to value is imperative, but most importantly, the progr

Best practices 79

Best practices Upselling Analytics Technology 79

aircall

DECEMBER 28, 2020

If your company made the leap to develop distributed teams in recent years, you’re surely realizing the benefits of using the distributed team model. Once distributed teams are in place, you may find that your workflows are more efficient, your business is growing, and it’s time to scale. Whether it’s the right time to scale up or down, distributed teams can give you distinct advantages.

Analytics 62

Analytics Call Center Agent burnout Metrics 62

Ansafone

DECEMBER 28, 2020

Many companies make the mistake of assuming missed calls are not vital to their business Given that there is a lot of emphasis on digital communication in our modern world, it is easy to assume that these phone calls are not important since you can rely on social media and email. However, when you look … Missed Calls and Their Effects Read More ».

Contact Center 62

Contact Center Business Process Outsourcing outsourcing Call Center 62

Advertisement

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

Maru Group

DECEMBER 28, 2020

The payments landscape was undergoing a revolution as the world became increasingly digitized, and then the pandemic hit. While it is too early to fully understand the long-term effects of COVID-19, the entire payment industry must prepare for the impact of the ‘new normal’ We gathered a group of insights professionals from the financial services industry to discuss what is happening in this rapid-changing payments ecosystem.

Best practices 52

Best practices Analytics Marketing Accountability 52

Russel Lolacher

DECEMBER 28, 2020

Do you go for the New Year’s resolutions routine? Does it really work for you? If so, great! More power to you. BUT to me, planning the year should be a very personal thing. It’s YOUR year, after all. And how “personal” does doing something that everyone one else does feel? If you want to move yourself forward, to choose and commit to a better mentality and approach to your year, you must plan ahead and look to yourself first.

Personalization 52

Personalization 52

LiveVox

DECEMBER 28, 2020

Many businesses went through rapid changes in 2020, responding to the unexpected challenges created by the global pandemic. Banks and credit unions were no exception. As storefronts shuttered their buildings and sent employees to work from home, banks and credit unions were forced to pivot quickly to stay in business. As the year comes to […].

Banking 52

Banking Contact Center 52

CSM Magazine

DECEMBER 28, 2020

Getting into an accident is bad enough. What happens if you’re self-employed and a car accident puts you out of work? There are certain steps you can take to protect yourself. What Counts As Being Self-Employed? You are self-employed if you are a freelancer , contractor, or a sole-proprietor. Positions like these are similar since you usually choose your own hours and who you work for.

Banking 52

Banking Education Accountability Marketing 52

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

kommunicate

DECEMBER 28, 2020

Live chat is faster and the best way for your customers, website visitors to chat with you in real-time. Live chat provides a far better experience than the contact forms or communicating through emails. Organizations feel the pressure to be prompt – to address customers’ questions with lighting speed. One of the main reasons why [.]. The post How to Add Live Chat to Your Drupal Websites appeared first on Kommunicate Blog.

52

52

CSM Magazine

DECEMBER 28, 2020

Although it might not be the main consideration when majority of people sign up with an online casino platform, there’s no denying the fact that good customer support does play an important role in improving customer satisfaction levels of these websites. In this short article, we will understand the players’ perspective on the importance of live chat support offered by online casinos.

Accountability 52

Accountability Customer Support Management 52

Topdown

DECEMBER 28, 2020

We’ve all heard of the saying that “communication is key”. But what does that really mean, especially when it comes to business communications? Let’s take a look at how to measure the business impact of creating and sending customer communications.

Metrics 48

Metrics Customer Experience 48

CSM Magazine

DECEMBER 28, 2020

Meeting new people is often a pleasant experience for many, as they get to learn something new from everyone they come across. But when you have to deal with people and their grievances every day as a part of your job, it doesn’t always feel pleasurable. This is exactly what customer service professionals have to do throughout their day. Customer service and support is such a demanding career mainly because not many customer calls are made to offer appreciation.

Customer Service 52

Customer Service Management voip Technology 52

Advertisement

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

Maru Group

DECEMBER 28, 2020

By Rosita Mathew, Vice President, Research, Financial Services | December 28, 2020 The payments landscape was undergoing a revolution as the world became increasingly digitized, and then the pandemic hit. While it is too early to fully understand the long-term effects of COVID-19, the entire payment industry must prepare for the impact of the ‘new normal’.

Best practices 40

Best practices Analytics Marketing Accountability 40

Knowmax

DECEMBER 28, 2020

3 Quick steps to create multilingual knowledge base?

59

59

TechSee

DECEMBER 28, 2020

“You’ve reached Service Enterprises. Your call is important to us. For sales support, press 1. For product support, press 1. For technical support, press 1. For account updates, help with installation, or billing activities, press 1.” While most IVR systems don’t sound like this yet, the possibility is not that far off. In reality, the lines between customer service agents and technicians have become blurred – the technician’s role includes some traditional re

Technical Support 186

Technical Support Customer Service Enterprise Scripts 186

SmartKarrot

DECEMBER 28, 2020

Role: Vice President of Customer Success Location: New York City Metropolitan Area, US Organization: Medmo As a Vice President of Customer Success, you will recruit and lead a 2-4 person team with the skills needed to deliver a best in class customer experience. Be an active client ambassador on the team, engaging with patients, providers, and imaging center staff on a daily basis.

Engineering 10

Engineering APIs Upselling Coaching 10

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!

Feedback

ClientSuccess

DECEMBER 28, 2020

Over the past several years, customer success has gone from a department only forward-thinking organizations had to an integral part of every single SaaS company in the world. From onboarding new customers to managing implementations and renewals to spearheading expansion conversations, customer relationship managers (CSMs) are the true multi-faceted superheroes of SaaS.

SaaS 88

SaaS Finance Customer centricity Metrics 88