TechSee
MARCH 7, 2022
Let’s start with the bottom line – keeping customers satisfied is the key to a successful and profitable business. Customer experience and engagement are not buzzwords – they are solid performance indicators that continue to gain traction and are a top priority for businesses. In today’s digital-first and customer-centric world, fast response time and problem solving are at the core of customer demand.
Callminer
MARCH 7, 2022
Read this blog to learn the difference between post-call and real-time audio capture and how AI-powered real-time analytics is revolutionizing how customer service organizations operate today.
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Expivia
MARCH 7, 2022
When it comes to employee motivation, money isn’t always the answer. Of course, you should pay your agents well for their work. But, even well-paid employees can burn out. And if their productivity suffers, you lose money. Psychic income may be the answer you need to keep your agents happy and motivate them to succeed. Psychic income is more than just having a positive work culture.
Provana
MARCH 7, 2022
While speech solutions have certainly been successfully used for recording 100% of phone conversations to help you safeguard against compliance risks, adherence to compliant script in real-time has become a genuine concern for many agencies lately. This explains why collection agencies might not just analyze voice recordings under their post-call speech analytics goals, but also dig deep into live calls with real-time speech analytics to gather actionable insights on items like talk-offs, compli
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.
Kapta Customer Success
MARCH 7, 2022
Results-based metrics are important, but they're limited. They indirectly point to failing or successful business practices, forcing many organizations to guess how to improve their metrics. But maturity models, as explained by ResearchGate , ".help integrate traditionally separate organizational functions, set process improvement goals and priorities, provide guidance for quality processes, and provide a benchmark for appraising current processes outcomes.".
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
FluentStream
MARCH 7, 2022
Scaling is a scary proposition for any small business. On the one hand, it means you’re doing great! New customers are flooding in. Profits are on the rise. On the other hand, all that success means big changes are right. Read More. The post 5 Tips to Scale Your Small Business in 2022 appeared first on FluentStream.
Connect
MARCH 7, 2022
Use predictive engagement to inform customer interactions in real time. An endless number of online options are available to empower customers. Digital channels and easy access to information are at the forefront. As expectations evolve, it’s important to increase customer value and deliver great experiences. Customers connect with your business via your website, self-service and mobile apps.
CustomerSuccessBox
MARCH 7, 2022
Regardless of how big or small of a business you have, making the customers come back to purchase the product, again and again, is crucial to the businesses. The more they do, the higher is the customer lifetime value and in turn can guarantee an increase in the revenue, which you wouldn’t want to miss. So you should try and work to increase customer lifetime value.
Connect
MARCH 7, 2022
Times have changed. In 2017, digitalization was at a nascent stage with just one in six consumers using messaging or bots for service interactions. The COVID-19 pandemic was a turning point. Digital channels are now mainstream; and many CX organizations have struggled with the growth in transaction volume and complexity. This research finds we’re entering a new phase.
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!
CustomerSuccessBox
MARCH 7, 2022
Customer retention is the lifeblood of a SaaS company. Where the foundation of SaaS customer retention is renewals. According to a research study, a mere 5% increase in customer retention can lead to a 25% increase in company profits. On average it costs five times more to acquire a new subscriber than the revenue you can expect from a renewal. It makes perfect sense to optimize renewal to cut costs and increase recurring revenue.
Working Solutions
MARCH 7, 2022
A Retrospective on International Women’s Day On a day where we honor women everywhere, we’re thrilled to share insights and lessons learned from a few of Working Solutions’ leaders, including our female founder. These trailblazing women candidly reveal their advice and experiences to the benefit of any aspiring career professional.
LiveVox
MARCH 7, 2022
With brick-and-mortar retailers continuing their shift towards ecommerce and digital interactions, the contact center has become the most prevalent customer touchpoint and the de facto face of many retail brands. By not utilizing the latest generation of contact center solutions – with purpose-built capabilities including practical AI and Machine Learning applications – to create a cohesive brand presence, customer journey, and agent experience, many retailers are overlooking a massive opportuni
CustomerSuccessBox
MARCH 7, 2022
What is a Joint Success Plan? How is it different from an Account plan? A Joint Success Plan is the customer success plan that you, as a Customer Success Manager (CSM), build with collaborative efforts from your customer’s end. When everything is brand new and exciting, you will sit down with your new customer to learn exactly what they expect from utilizing your product and how they define relationship success.
Speaker: Keith Kmett, Principal CX Advisor at Medallia
Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the
Infinity
MARCH 7, 2022
UK budgets for digital marketing tools are due to surge by an average of £30,800 this year, with 91% of UK marketers expecting to invest even more in Martech next year. Gathering data from online journeys is helping marketers to evaluate the performance of digital ad campaigns, however, marketers are being blindsided from understanding the total value of campaign spend.
CustomerSuccessBox
MARCH 7, 2022
The growing attention to digital transformation has caused the paradigm shift to give out the best customer experience in the digital platform. Otherwise, one is most likely to lose to the fiercer competition, as everybody is buckling up to increase their marketing spend with an agenda to recoup the revenue. Especially in SaaS, customer onboarding is the start for impressing customers with the best customer experience.
Anexa BPO
MARCH 7, 2022
Winners will be recognized during a virtual awards ceremony on May 11. MEXICO CITY, MEXICO – March 1, 2022 – Anexa BPO was named the winner of Gold and Bronze Stevie® Awards in the Customer Service Management Team of the Year and Contact Center of the Year (Over 100 Seats) categories in the 16th annual Stevie Awards for Sales & Customer Service.
CustomerSuccessBox
MARCH 7, 2022
The Net Promoter Score (NPS) survey is a one-question survey that determines the likelihood of a customer recommending your product to others. Customers are asked to assess their experiences on a scale of 0 to 10 in the survey. NPS feedback is collected, adjustments are tracked, and actionable insights are provided via Net Promoter Score software. The NPS survey results assist divide customers into three groups: promoters, passives, and detractors.
Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.
Anexa BPO
MARCH 7, 2022
ANEXA BPO WINS GOLD AND BRONZE STEVIE® AWARDS IN 2021 INTERNATIONAL BUSINESS AWARDS®. Winners to Be Celebrated During Virtual Ceremony on 8 December. Mexico City, Mexico – 16 August, 2021 – Anexa BPO was named the winner of a Gold and Bronze Stevie® Awards in the Customer Service Department of the Year and Company of the Year – Business Services – Large categories in The 18th Annual International Business Awards® today.
ShepHyken
MARCH 7, 2022
Each week I read many 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. How to Build Customer Loyalty by Sharing the Inflation Burden by Joel Comm. (Inc. Magazine) Too often, the rise in costs caused by inflation is passed down to the consumer.
Anexa BPO
MARCH 7, 2022
Mexico City, September 1, 2021 – The Mexican congress passed a reform on the outsourcing law that went into full effect on September 1, 2021. This law requires all companies that provide specialized services to comply with all requirements in the new regulatory framework, which would provide them a place in the Registro de Prestadoras de Servicios Especializados u Obras Especializadas (REPSE), a government registry of all companies that comply with the law.
SmartKarrot
MARCH 7, 2022
Role: Director, Customer Success Location: Remote, New York, NY, US Organization: Urbint As a Director of Customer Success, you will own the ultimate success of Urbint’s customer base; this includes seamless customer onboarding, project success, retention, and renewal. As a player-coach, you both will manage the enterprise customers as well as lead, motivate and enable a team of high-performing Customer Success Managers as we grow and scale the team.
Speaker: Diane Magers, Founder and Chief Experience Officer at Experience Catalysts
In the world of business, connecting the dots from experience to financial impact is an essential skill. Transforming customer engagement, Voice of Customer (VoC) insights, and Journey Maps into tangible financial outcomes poses a significant challenge for most organizations. To gain buy-in from the C-Suite and key stakeholders, it’s crucial to illustrate how Experience Management translates into clear, measurable business results.
NobelBiz
MARCH 7, 2022
Are you worried about your agents missing important calls? Did you notice that your contact rate is low? If yes, then there’s a good chance that you’ve been considering incorporating dialer technologies to improve your operations and agent performances. It’s a big investment, though—so how do you know which dialer is right for your particular needs?
aircall
MARCH 7, 2022
There are plenty of articles about the relevance of customer satisfaction to sales teams. We’ve even written a few ourselves! To dive into this topic even further, we have a special webinar on March 10. Sign up today so you don’t miss out. Customer satisfaction is an important metric and can go a long way to show how your team and product are performing. .
Netomi
MARCH 7, 2022
Many of us have experience interacting with customer support agents in various contexts, from streaming service subscriptions and car rental bookings, to online clothing purchases. For businesses worldwide, offering timely support across multiple channels and touchpoints is critical in today’s highly competitive and digital-first world. A strong customer experience strategy is a defining feature that sets companies apart – yet what do customer service and customer support truly mean?
SmartKarrot
MARCH 7, 2022
Podcasts serve as a fun and engaging medium to connect with both existing and new audience segments. One of the best things about podcasting is the low barrier to entry – a microphone is all you need to get started and reach a global audience. But then, it is a bit different with B2B podcasting. When starting a podcast for your business, you would want to decide on technicalities like the type and the strategies to use.
Advertiser: ZoomInfo
Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr
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