Fri.Mar 08, 2019

How to Build Positive Relationships with B2B Customers

B2B Customer Service Blog - TeamSupport

Too often, businesses don’t place enough value on building positive relationships with their customers. The term itself, “positive relationship”, is a bit generic and isn’t exactly easy to quantify. This means it’s often a factor many businesses ignore and takes on a lower priority over time.

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Advantages of Using Call Centre Software in E-commerce Industries

Hodusoft

Ecommerce sites are notorious when it comes to customer support. They are not particularly famous for maintaining open lines of communication. Product information may be meager.

#IWD2019: Being the balance

Nuance

If you do a quick search for “innovation at the world’s best companies,” you’ll find millions of results—ranging from detailed research reports to quirky listicles.

Guest Blog: 3 Ridiculously Simple Ways to Generate Customer Delight

ShepHyken

This week we feature an article by Jason Milleisen who shares three simple rules that will set you apart from your competition and help provide great customer service. Shep Hyken. I once heard about a car dealership who had customer satisfaction scores that were the impressively high.

Why Conversational AI Is Key to Customer Service in the Customer Experience Era

In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica white paper to learn how important conversational AI is to your CX strategy.

How To Create Innovative Service

Beyond Philosophy

One thing many positive Customer Experience stories people tell have in common is they involve a moment that surprised and delighted customers.

More Trending

The Importance of Gender-Neutral Language for Customer Service

InTheChat

Attitudes toward what constitutes good customer service are always changing, because they are rooted in a culture that is always changing. Today, companies find themselves having to think about how they present themselves in entirely new ways, because.

Boost Your Business Growth Using Customer Satisfaction Score

ProProfs Blog

The great poet Rumi once said, “Maybe you are searching among the branches for what only appears at the roots.”. Set in a different time, in a different context, this saying was meant to teach us to fleeting nature of existence.

Webinar Recap: How to Create a Culture Where Knowledge Matters

Guru

What does it take to make knowledge a real priority within an organization? To find out, I sat down with Laura Teichmiller, Knowledge Systems Manager at SimplePractice , to hear how she identified the importance of knowledge and set about creating a knowledge-centric culture internally.

6 Simple Customer Support Strategies For Small Businesses

ProProfs Blog

Customer support is an important area for any business. Particularly today, when reviews for companies can be posted so easily on the internet, helping your customers as soon as problems arise is a crucial element to running a successful business.

Optimizing Customer Experience Data to Drive Business Success

Digital CX is an established practice. It’s time to focus on brick-and-mortar! This eBook covers the impact of CX on location-based businesses and best practices on how feedback is collected and data analytics are turned into insights that drive actionable improvements. Discover new ideas to fuel your business’s top and bottom line!

You Don’t Know What You Don’t Know: How Internal Knowledge Saved This Product Marketer’s Content Strategy

Guru

“Sales + Content + Product Marketing Monthly Sync” – the dreaded calendar notification. As if Freud himself were watching, my unconscious mind triggered an eye roll so aggressive that it would’ve made Taylor Swift smirk. “Oh Oh boy, here we go again,” I thought to myself.

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8 Mistakes to Avoid in Your Customer Satisfaction Surveys

ProProfs Blog

“How did you like our product?”. How many times have we asked this question to customers and received vague responses that add no value to the product or company? Customer satisfaction surveys are crucial for business looking to grow by including customer views in their business strategy.

ACE 2019: It’s Go Time!

Aspect

You may be familiar with ACE, our annual user conference. But what you think you know is about to be turned on its head. This is a new Aspect, and it’s a new ACE. We’re doing things differently.

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Work trends exposed by the government shutdown

Liveops

The recent government shutdown drove gig economy growth, but what does it all mean? After 35 days of political deadlock and disagreements across party lines, the most recent United States government shutdown that started on December 22, 2018 and came to an end on January 26th was the longest and costliest federal shutdown in U.S. history with an estimated economic impact of approximately $11 billion —and that’s only counting direct costs.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

How Long Should It Take to Set Up an Omnichannel Cloud Contact Center?

Bright Pattern

If I were to ask a room full of customer service managers and customer experience executives how long they think it takes to set up an omnichannel contact center , there would be a very mixed response.

Natural Communication | The Latest Consumer Interface

pindrop

From the first computers, which quickly made their way to being a major force of communication, to the advent of smartphones, consumers have always been at the forefront of changes and arrivals of interfaces and popular technology.

Innovation Enhances the Cloud-Based Contact Center Infrastructure Market

DMG

Innovation Enhances the Cloud-Based Contact Center Infrastructure Market. The past year was excellent for the cloud-based contact center infrastructure (CBCCI) market. DMG had projected that the market would grow by 22% in 2017, and the actual growth rate was 25.4%. The vast majority of the sales were to existing contact centers whose management made the decision to migrate to the cloud.

Young Women Have Lowest Level Of Well-Being

Customer Experience Matters

In honor of International Woman’s Day, I decided to compare the difference in well-being across gender and age by dissecting the 2018 Temkin Well-Being Index (TWBI). I examined the overall TWBI, as well as the three elements that make up the index—the percentage of consumers who agree that they are: Typically happy Healthy Financially Secure As you can see in the charts below: Young females have the lowest level of well-being.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

Branch Travels to SXSW

Branch Mesenger

To say that we've been loggins some serious air miles this week, would be an understatement. At Branch, we've been on the move. From our snowy HQ in Minneapolis, we've hit the road to a number of conferences and events this week. ??Las Las Vegas --> ??Los Los Angeles --> ??Austin. Austin.

Putting callback queuing to work for call center queues

ChaseData

When most people list their top complaint regarding contact centers, it usually has something to do with the wait time. Call center queues are notoriously long.

Is Your Customer Segmentation Too Basic?

ChurnZero

This is a guest blog post by Jay Nathan , Founder at Customer Imperative. . Most B2B SaaS companies know that not all customers are the same. The concept of segmenting customers, and building an account coverage model based on these segments, is not a new idea.

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Money Ladder: Climbing Toward Greatness

Bright Pattern

As any entrepreneur can attest, getting the right pieces in place is critical to a start-up’s success. It’s not only about finding funding or early adopters, but also developing partnerships with talented managers, employees, and vendors.

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

Transforming Millennial Woes to Wows

Concentrix

See how insights from our exclusive research helped to hire, motivate, and retain Millennial workers. The post Transforming Millennial Woes to Wows appeared first on Concentrix. Infographics Resources Infographic

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Choosing an omni-channel cloud-based contact center infrastructure solution

DMG

Question: Should the business case to acquire an omni-channel cloud-based contact center infrastructure solution be multiple mini-business cases (by channel) or one overall? Answer: A business case, which DMG defines as “a document designed to convince a decision-maker of the need for and benefits (contribution to the bottom line) of an investment,” are not one-size-fits-all.

February Release Roundup

Totango

In February we had three releases focused on two main themes: scale management and enterprise-grade customization. The new features and enhancements are designed to help you scale your operations and create a better experience for your users. Scale Management. Stay Organized with new OneDrive and Google Drive Integrations. You can now connect your OneDrive or Google Drive accounts, enabling you to upload assets to SuccessBLOCs and attach them directly to Accounts. Learn More.

February 2019 PSD2 Tracker with PYMNTS.com

Whitepages Pro

Download the latest PSD2 Tracker here: [link]. PSD2, or the Revised Payment Service Directive, is an EU Directive to regulate payment services and payment service providers throughout the European Union and European Economic Area. To help merchants and payment service providers prepare, Whitepages Pro has collaborated with PYMNTS.com to produce the PSD2 tracker, updated each month to reflect the latest news and stories. This month’s PSD2 tracker covers the following and more: Feature Story.

How to Improve Customer Experience in an Era of Choice

Customer experience is quickly becoming the de facto differentiator between successful businesses and the ones that fail. Download this ebook to learn how some of the largest companies in the world are driving better customer experiences.

Unified Payments Selects Relay as Ecosystem Engagement Platform to Transform Customer Experiences

Relay Blog

MARCH 08, 2019 Boomtown, a provider of modern, AI-powered technology support software and services today. The post Unified Payments Selects Relay as Ecosystem Engagement Platform to Transform Customer Experiences appeared first on Relay. News Press Release

International Women’s Day

Talkdesk

Happy International Women’s Day! To celebrate, we’ve asked a few of the amazing women on the Talkdesk team to share what they’ve learned in their careers, what being a woman in tech means to them, the advice they’d give to women who are just starting out in their careers and who inspires them. Gabrielle Targosz, Analyst Relations Manager. What lessons have you learned in your career? One of the lessons I’ve learned in the course of my career is to maintain your relationships.

Cisco Collaboration Analyst Summit - Our BCStrategies Podcast

Jon Arnold

Some things happen in real-time, and for others, life just happens and things take a bit longer. Cisco recently hosted an analyst event at their San Jose HQ, and it basically served as our introduction to their new leadership team.