Contact Center Pipeline
DECEMBER 28, 2021
How to make self-service live up to its promise. Self-service has emerged as a key contact center strategy, both in terms of improving the customer experience (CX) and reducing cost in the contact center. Yet the delivery of self-service still hasn’t lived up to the promise. In today’s digitally centered world, a consumer can order […].
ShepHyken
DECEMBER 28, 2021
Calming Upset Customers. How Leaders, Managers, and Staff Can Stay Effective During Unpleasant Conversations. Shep Hyken interviews Rebecca Morgan, an international speaker, management consultant, and bestselling author. She wrote the bestseller, Calming Upset Customers that sold more than 250,000 copies. They discuss what leaders and managers can do to help customer service staff manage upset customers and avoid issues in the future.
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SharpenCX
DECEMBER 28, 2021
You can’t just sell a quality product and expect customer loyalty. In fact, according to studies done by Microsoft, 69% of US consumers say customer service is an essential factor for them to experience brand loyalty. In my own experience, the brands I’m most loyal to have to impress me not only with their product. My favorite brands wow me with their mission, their service, and their overall customer experience.
Totango
DECEMBER 28, 2021
Knowing how to fight customer churn is critical for keeping SaaS business models sustainable. The more customers you lose to churn, the more you have to invest in new customer acquisition to maintain your revenue, and the harder it becomes to grow your business. On the other hand, the more customers you can retain, the more revenue you gain from new customers you acquire, and the more your profit margins grow.
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SharpenCX
DECEMBER 28, 2021
You can’t just sell a quality product and expect customer loyalty. In fact, according to studies done by Microsoft, 69% of US consumers say customer service is an essential factor for them to experience brand loyalty. In my own experience, the brands I’m most loyal to have to impress me not only with their product. My favorite brands wow me with their mission, their service, and their overall customer experience.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Nicereply
DECEMBER 28, 2021
We are incredibly thankful you joined us on the ride through 2021. Even though the pandemic continued bugging us throughout 2021, we’ve enjoyed an inspiring year full of quality content that helped thousands of support representatives. Looking back, we published podcasts (23 episodes) and blog posts (228 posts) full of tips and tricks to improve your customer experience.
ClientSuccess
DECEMBER 28, 2021
As we reach the end of 2021, customer success teams are hard at work compiling end-of-year reviews for their customers. Whether your team conducts business reviews quarterly, bi-annually, or yearly, preparing well in advance is critical to presenting proactive, well-researched information to your customers. Your CSMs can be more confident and prepared for their upcoming business reviews by following these steps to prepare for customer business reviews: 1.
Edify
DECEMBER 28, 2021
Last week, I recapped our experience at Customer Contact Week in Las Vegas where I had the chance to talk with contact center and CX leaders whose respective companies span industries, size, and geographies, from major airlines in the U.S. to local governments in Canada. Despite their various differences, the problems they face were all intertwined - simply put, they don’t have the best technologies in place to support their agents and customers.
Jon Arnold
DECEMBER 28, 2021
I’ve been turning up on No Jitter a lot lately - and that’s a good thing. This time around, it’s wearing by BCStrategie s hat, where I’ve long been a BC Expert. In that capacity, I’m part of a rotating group that contributes a weekly article from our perch, and this was my week. RingCentral recently published their Return to Work Study , and I found some timely themes to build my post around.
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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
CSM Magazine
DECEMBER 28, 2021
Lezli Harrell, Vice President at COPC Inc., takes an in-depth look at how leaders can improve employee engagement to drive a better customer experience and achieve greater customer loyalty. You know the old adage, “happy employees = happy customers.” It’s been around a long time but it’s being put into practice more today than ever. Leading this effort is the increased role that customer experience (CX) plays as a key differentiator, particularly with increasing competition and customer expectat
Abby Connect
DECEMBER 28, 2021
Hiring a virtual receptionist service is a big decision. Why? Because it costs you money and affects your company’s image. This easy-to-consume guide helps you make an informed decision so you only hire a service that represents you right. We want to make sure small business owners are making the smart choice, not the flashy… The post The Visual Guide to Virtual Reception appeared first on Abby Connect.
JivoChat
DECEMBER 28, 2021
When you create content for the internet, it’s essential to think about accessibility. In the case of videos, whether they are for your website, Youtube, Instagram, or any other social media, adding subtitles makes them more accessible to many more people, and, to help you with that, you can use an automatic subtitle generator. You won’t have to spend hours transcribing everything that is said on the video to create the subtitles, there are several tools available that will do that f
Education Services Group
DECEMBER 28, 2021
What a year, what a year. After 2020, we all needed a bit of a reset in 2021. Who knew Customer Success would make such an impact and grow so much these past 12 months? As we cross the finish line into another new year, CS is poised to skyrocket even further as the industry matures and more businesses harness the benefits of Customer Success. I asked our team to weigh in on what they predict for the future of Customer Success in 2022.
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.
ChurnZero
DECEMBER 28, 2021
It’s the end of the year which means it’s once again time for roundups of the most popular trends from the past 365 days. Leading the way, Google released their Year in Search for 2021. Who would have thought that 2021 would be the year the world searched for “y2k” more than ever before? All thanks to various trends from the late-’90s to mid-2000s coming back into style.
TCN
DECEMBER 28, 2021
What is compliance fatigue? As privacy and data collection laws grow in number and complexity, The post Never Be Troubled With Compliance Fatigue Again appeared first on TCN.
LiveVox
DECEMBER 28, 2021
The post Call Center Trend Predictions: It’s All About Solving Your Data Problem with AI in 2022 appeared first on Livevox.
Totango
DECEMBER 28, 2021
In our State of the Customer Success Industry and Salary Report for 2021 customers told us that their top challenges for 2021 included: Ability to scale and connect with more customers. Greater visibility into customer adoption and health. Reduce the time spent by CSMs on low-value tasks. Many of the new features and enhancements that we’ve added to our platform in 2021 reflect our commitment to addressing these key challenges as we work hard to continue to deliver a great experience and value f
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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
DECEMBER 28, 2021
Writing thank you notes for customers has become an outdated practice lately. More often than not, business owners drain all their energy trying to find new leads while ignoring those already happy with their services. That is a huge mistake, especially for B2B SaaS companies. . Sending thank you notes to clients is a very polite gesture. However, if you do it right, it can cement your relationship with your customer.
CustomerSuccessBox
DECEMBER 28, 2021
Customer segmentation is an important step in your business process. It allows you to be more agile and responsive to your prospects and customers. Faced with a given category, you will be able to adapt your message, your commercial and communication actions. The objective is to better convert your prospects and to retain long-term loyalty, all of your customers.
SmartKarrot
DECEMBER 28, 2021
SaaS sign-up flow is the first thing your prospective customers will experience when they interact with your product. Since first impressions are the last impression, making your SaaS sign-up flow as frictionless as possible makes sense. It also results in a better user experience and drives in higher SaaS conversion rate. . We will look at the various steps to optimize SaaS sign up flow to increase conversions later in this write-up.
CSM Magazine
DECEMBER 28, 2021
Customer service videos build brand equity by engaging customers and answering questions about minor issues. These videos free up time for you and your support team to focus on more pressing issues that may require more technical expertise to handle. While video marketing could be part of a solid marketing strategy — and generate 49 percent more revenue than teams who don’t — videos are also a better way to pass across information that sticks.
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
DECEMBER 28, 2021
Ever wondered is there anything that is missing out from your customer success software essentials? . Just imagine what would happen if you were able to find out that your accounts department was unable to get in-depth information about isolated accounts, accounts managers facing the ordeal of insufficient buy-in to new systems, and broken processes.
JivoChat
DECEMBER 28, 2021
When you learn how to use WhatsApp for Business, you will count on several features that can help you to build a closer relationship with your customers and offer more personalized assistance. WhatsApp has been continuously updated to no longer be only a place to exchange messages, but it can also be used as an ecommerce and marketing tool. If you have a small business that’s an opportunity to show your products, answer your customers’ questions and guide them through the buying experience
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