Fri.Jul 31, 2020

Guest Post: Combine Customer Service and Customer Experience to Grow Your Business


This week we feature an article by Ashwini Dave , a digital marketing expert at Acquire. She explains the difference between customer service and customer experience and shares how implementing both into your business creates success.

Reasons to Consider Managed Services for Cloud Contact Centers


Discover the many advantages of moving your contact center to the cloud and leveraging managed services. The post Reasons to Consider Managed Services for Cloud Contact Centers appeared first on Concentrix. Thought Leadership Resources

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5 Ways to Reduce Churn by Delivering a Consistent Customer Experience


This is a guest blog post by Dhruv Mehta from Acquire. Truth be told, there’s a direct relationship between customer retention and higher profits.

Top 5 Posts in July

Contact Center Pipeline

There has been quite a bit of activity on the Pipeline blog in July. Understandably, articles related to pandemic-related customer service issues continued to top the list with topics covering on-hold options, work-from-home tips, customer care and proactive customer service.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

How telemarketing services help support & grow your business

Quality Contact Solutions

By Jill Sysel-Barton, Reporting Specialist. Using telemarketing services can have a significant impact on productivity efficiency regardless of the industry. Today, let’s use these the following two scenarios. Start a Conversation.

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Proactive Stakeholder Engagement – Key Strategies During Covid-19 From Lucid and Totango


As virtual teams and remote engagement become the norm for Customer Success teams, staying on top of customer needs and expectations is becoming more challenging.

Using speech analytics to improve customer experience and boost cross-selling


At this point, cross-selling itself is well-documented as a no-brainer, being probably the simplest thing that a business can do to significantly increase revenue. Its strategic importance, particularly for financial institutions, has only grown in recent years.

4 Ways to Speed Up New SaaS User Onboarding


Customer retention is critical to success in today’s customer-centric economy. Onboarding sets the stage for customer retention by beginning a positive long-term relationship between you and your customer.

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Voice of the Customer: The Importance of Feedback Surveys

CSM Magazine

Monitoring the Voice of the Customer (VoC) should be one of the ongoing projects in any service program. One way to achieve this is to perform a customer feedback survey.

A Guide to Online Communities for Enterprise Organizations

This guide will provide you with an overview of what procuring an online community can do for enterprise organizations, including: How community compliments enterprise priorities. How the community addresses key challenges. Crucial enterprise community features to look for when assessing vendors. Strategic community programs that drive enterprise community success. Examples of enterprise organizations who have seen success with their communities. Not every online community is built or equipped with enterprise intentions. The following pages will provide you with the knowledge needed to make the best decisions for your enterprise organization.

Hurricane Isaias Updates - South Florida


Employee Safety is Our Top Priority


Update Google My Business – 5 Ways to Keep Customers Informed


Millions of consumers use Google My Business (GMB) every day to find products or services like yours. GMB is a valuable resource for communicating with current customers and turning prospects into new customers. You’re probably here because you want to grow your business using GMB.

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Helpware Leads at GoodFirms by Building Customized Groupsin Client Support and Back Office for Modern Firms



Guru the Gathering: Speaker Q&A


Guru the Gathering is Guru's user group program, where Guru admins and power users meet up to share ideas, tips, and resources for how to best leverage Guru to level up their teams and career. During our most recent event, we interviewed Brantley Merritt , a seasoned knowledge manager on the learning & development team at ServiceSource. ServiceSource is the leader in outsourced B2B growth solutions. They sell products on behalf of their customers, known to their teams as ‘logos.’

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The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Simplify Customer Service Policies With Advance Knowledge Management


Simplify Customer Service Policies With Advance Knowledge Management. Customer Experience agent experience Agent Learning

Brand Move Roundup – July 31, 2020

C Space

The Brand Move Roundup – July 31, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. Four months ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis. What’s now becoming clear is that the current climate is one of near-perpetual disruption.

The New Way of Working in Contact Centers


In March 2020, we closed the doors of our Poly contact centers around the globe and sent staff home to ensure everyone’s safety as shelter in place orders went out worldwide. The atmosphere was surreal. Our personnel didn’t know how long they were going home or when they would be able to physically see their [ ] The post The New Way of Working in Contact Centers appeared first on Poly Blog.