Satrix Solutions
FEBRUARY 26, 2021
Winning in the marketplace starts with winning in the workplace. So, when employee satisfaction is high, it pays dividends. If you want to leverage and capitalize on the benefits of an engaged workforce, read on. We’re sharing why the straightforward measurement tool, Employee Net Promoter Score (eNPS), is a “must” measure metric for your organization.
ShepHyken
FEBRUARY 26, 2021
This week we feature an article from Jyothi Tulasi, Outreach SEO Specialist at SmartKarrot Inc. She shares a 3-step guide on how to improve the employee experience while maximizing customer engagement. Developing an affiliate marketing strategy comprises multiple aspects. An affiliate marketing strategy needs to be effective, target well and work well for brands and customers.
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CX Global Media
FEBRUARY 26, 2021
Influential leadership is well-rounded and transformational. How do you become a more effective positive influence leader? Many people talk about culture, employee engagement, and how. Read more. The post Influential Leadership- How to Inspire Others In Customer Experience appeared first on Customer Experience Strategy and Tactics.
Contact Center Pipeline
FEBRUARY 26, 2021
This February seemed to blow past, yet we had a lot of activity on the Pipeline blog. We’re still early into the new year, and still dealing with COVID-related challenges. Our Top 5 posts for February indicate that contact center leaders are looking for more ideas and advice for managing through a challenging time. So […].
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VirtualPBX
FEBRUARY 26, 2021
Remote workers are leaving California in droves in what many are labelling a “tech exodus” and the “great migration”. Given that nearly 50% of company executives will allow permanent work-from-home after the pandemic, big decisions lie ahead for the Golden State’s workforce. Out of full disclosure, I left the Bay Area in California in 2018 after our hybrid team went remote full-time.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
UJET
FEBRUARY 26, 2021
In the most recent G2 2021 Contact Center Operations Software Report , UJET has once again been named a Leader in contact center operations. Based on actual product user reviews, G2 reports that UJET consistently receives the highest satisfaction ratings in the industry, beating out major players such as Talkdesk, Genesys, NICE inContact, and Five9. . *99% rate UJET with 4-or-5 stars (out of 5). *97% satisfaction rate for Ease of Use. *97% satisfaction rate for Ease of Setup. *97% satisfaction r
ChurnZero
FEBRUARY 26, 2021
Is your Customer Success team: Butting heads with Sales during onboarding. Operating on a completely different wavelength than Product. Getting bombarded by Marketing for unrestricted customer access. All of the above (and more). Put simply, Customer Success does a lot of things for a lot of people. As the customer liaison within an organization, Customer Success must work with virtually every department – which means navigating their unique working style, culture, processes, and priorities.
UJET
FEBRUARY 26, 2021
In the most recent G2 2021 Contact Center Operations Software Report , UJET has once again been named a Leader in contact center operations. Based on actual product user reviews, G2 reports that UJET consistently receives the highest satisfaction ratings in the industry, beating out major players such as Talkdesk, Genesys, NICE inContact, and Five9. . *99% rate UJET with 4-or-5 stars (out of 5). *97% satisfaction rate for Ease of Use. *97% satisfaction rate for Ease of Setup. *97% satisfaction r
Quality Contact Solutions
FEBRUARY 26, 2021
Aurora, NE (February 23, 2021) Quality Contact Solutions has hired A-LIGN ASSURANCE, a third party independent audit firm to perform a SOC 2 audit. A SOC 2 audit report provides detailed information and assurance about a service organization’s security, availability, processing integrity, confidentiality and/or privacy controls, based on their compliance with the AICPA’s (American Institute of Certified Public Accountants) TSC (Trust Services Criteria).
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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
UJET
FEBRUARY 26, 2021
In the most recent G2 2021 Contact Center Operations Software Report , UJET has once again been named a Leader in contact center operations. Based on actual product user reviews, G2 reports that UJET consistently receives the highest satisfaction ratings in the industry, beating out major players such as Talkdesk, Genesys, NICE inContact, and Five9. . *99% rate UJET with 4-or-5 stars (out of 5). *97% satisfaction rate for Ease of Use. *97% satisfaction rate for Ease of Setup. *97% satisfaction r
Calabrio
FEBRUARY 26, 2021
2020 was a time of great change for the contact center. Agents began hosting their frontline communications with customers from home offices – fundamentally shifting how the workforce operates – and many companies finally recognized that new strategies were needed to their customers’ needs at the forefront. To better meet the challenges stemming from the evolving workplace due to the pandemic, Calabrio quickly pivoted its platform offerings to quickly assist customers struggling in response to C
5CA
FEBRUARY 26, 2021
It’s never been more important to update your CX strategy for e-stores. Read our blog to learn the seven CX trends we predict will take off in 2021.
A Better Answer
FEBRUARY 26, 2021
While gaining new customers is an exciting feat, do you know what’s even more exciting? Retaining them.
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.
Voiptime
FEBRUARY 26, 2021
Both these tools perform important functions and help you to achieve your business goals. How do they differ from each other and where you can use them? Let’s try to find out.
SmartKarrot
FEBRUARY 26, 2021
Napoleon Bonaparte said, “Never interrupt your enemy when he is making a mistake.” When your competitors make a mistake, it is easier to learn from it. What if you are the one making the same mistake? You won’t know till you know what your competitors are doing. Analysing your competitors is necessary for any SaaS business to grow and develop in terms of customer satisfaction.
aircall
FEBRUARY 26, 2021
Have you ever needed some advice when it comes to managing your money? If so, you’ve probably called a bank, credit card company, or loan provider at some point for help. The person you spoke to? That’s a financial services sales agent, a type of call center agent whose job it is to help customers make informed decisions when it comes to purchasing financial services. .
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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.
SmartKarrot
FEBRUARY 26, 2021
Role: VP of Customer Success Location: Remote, Florida, United States Organization: Three Pillars Recruiting As a VP of Customer Success, you will build, develop, lead, and continuously improve the Customer Success methodology and framework on a global basis. Manage, mentor, and support a team of Customer Success professionals, including but not limited to hiring, onboarding, enabling, career development, performance management, and reward/incentive structure.
Totango
FEBRUARY 26, 2021
This happens to you more often than you’d like to admit. Your sales team lands a new customer with great potential. You work hard at the on-boarding process and hit all of the milestones. Roll-out is on schedule. Over the year(s) of their contract term, you resolve every issue quickly. Then two months before renewal, you get the call: the customer has decided not to renew.
ProProfs Blog
FEBRUARY 26, 2021
Designing elaborate surveys and receiving less response? Don’t worry, you are not alone. It happens with every organization. When you ask similar multiple questions back to back in a survey, it can bring in redundancy and bore your survey takers. A lengthy survey also implies higher response time. Research suggests that a good survey on an average should not take more than 5 minutes to complete.
Enghouse Interactive
FEBRUARY 26, 2021
Accurate, up-to-date knowledge is at the heart of delivering the highest levels of customer service. Giving your agents easy access to the right information when they are answering customer calls, emails and chat sessions is vital to efficiently providing responses and boosting satisfaction. And if you invest in a single, centralised knowledge base that spans all your channels, you can use this information to power web self-service and chatbot platforms too.
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!
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