ShepHyken

OCTOBER 13, 2021

Okay, maybe it’s not the secret, but what I’m about to share with you is one of the secrets. Actually, three secrets. . In the real estate world, the three keys to success are location, location, location. In this article, we can say that three secrets to creating and sustaining customer loyalty are communication, communication, communication. The way you communicate, what you communicate, and how often you communicate can create the experience that gives a customer the confidence to contin

Real estate 260

Real estate B2B Customer Service Sales 260

Callminer

OCTOBER 13, 2021

Although customer satisfaction may seem like a simple concept to grasp – your customers are either reasonably satisfied or they are not – there are numerous ways to track, measure and improve it.

182

182

Contact Center Pipeline

OCTOBER 13, 2021

Artificial intelligence has become common in many households and workplaces. Popular AI personal assistants like Google Assistant, Siri, Cortana, Alexa and Bixby have played a big role in rapidly reshaping consumer attitudes about how companies should respond to them. And customers bring these expectations with them when they interact with contact centers.

Contact Center 147

Contact Center Chatbots Personalization Management 147

SharpenCX

OCTOBER 13, 2021

Some 32% of organizations were running their contact centers with cloud technology at the end of 2020. And within the next two years, 75% more companies expect to make the move. Whether your contact center intends to go back to the office or stay remote, the acceleration of digital transformation projects and jumps to cloud technology will continue.

Contact Center 128

Contact Center Technology Coaching Analytics 128

Advertisement

Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

HelpCrunch

OCTOBER 13, 2021

You’ve probably read the title and thought: “Article that answers EVERY question – are you kidding me?” Actually, we are not. With comprehensive actionable content and inner links that lead to additional relevant posts, a [ … ]. The post How to Write Knowledge Base Articles That Answer Every Customer Service Question [With Examples] appeared first on HelpCrunch blog.

Customer Service 118

Customer Service 118

Help Scout

OCTOBER 13, 2021

This list of 11 standout ecommerce customer service platforms will help you find the perfect tool to improve your company's customer support.

Customer Service 115

Customer Service Customer Support 115

Spearline

OCTOBER 13, 2021

AI adoption in contact centers – virtual agents The voice-bot is emerging as an attractive conversational-user-interface which offers accessible and comfortable user interaction. These can assist users in a range of activities, including access to product and service information over telephone or over the internet. From humble roots in simple rules-based interactions and robotic voice, the underlying tech now leverages artificial intelligence and advanced voice analytics to support a more

Virtual Agent 98

Virtual Agent Contact Center Chatbots Consulting 98

CSM Magazine

OCTOBER 13, 2021

Winter always brings challenges to certain sectors. In healthcare, there’s an increase in seasonal colds and flus putting pressure on existing services; in retail, there’s meeting the demand of the Christmas season. This winter promises to be like no other. It’s become a cliché to point out how impossible it is to predict what the coming months will bring, but few will dare to suggest the coming months will be straightforward in the face of potential supply chain disruptions.

Customer Service 98

Customer Service Healthcare SaaS Chatbots 98

Totango

OCTOBER 13, 2021

For effective customer success , respond to upset customer downgrades proactively. Just because a client downgrades, they don’t have to churn. In fact, you can use a downgrade as an opportunity to remind customers of the value of your product and the quality of your customer service, giving them a potential incentive to upgrade again. You can also use downgrades as data to gain insight into where customers are experiencing issues with your product, allowing you to make adjustments and improvem

Best practices 78

Best practices Enterprise Sales Customer Experience 78

Advertisement

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

Surveys

Helpware

OCTOBER 13, 2021

Will hybrid telehealth continue during the post-pandemic era? All signs point to yes. But knowing how telehealthcare works and how it relates to healthtech can help fuel new investments and innovations in hybrid telehealth.

71

71

inSided

OCTOBER 13, 2021

Our inSi-DED series is back! ?? This week, Cognite's VP of Customer Success, Alex Farmer shares a story of the scariest negotiation of his life. Hold on to your pumpkins. ?? If you want to submit your own CS or community horror story, do so here. (You can be completely anonymous!).

59

59

Omnicus

OCTOBER 13, 2021

There is no doubt that a contact center is a must-have for any growing business. As your business has grown, you’ve probably added more and more touchpoints and software to meet your customer’s demands and expectations. This approach often ends up with having one solution for phone calls, another one for live chat, several more for messaging, a separate solution for email, and of course, a different solution for handling your Facebook business page.

Contact Center 56

Contact Center 56

Education Services Group

OCTOBER 13, 2021

Customer Success is in the perfect position to gather customer feedback about your product. But, once they have it, what do they do with it? Is there a way for them to share feedback with your Product team? And, if CS does inform Product about a customer’s concerns or requests, does Product listen? Is there a way for these two critical groups to talk to each other without friction?

Feedback 52

Feedback Engineering Management Marketing 52

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.

Customer Experience

COPC

OCTOBER 13, 2021

This blog entry was written in conjunction with our upcoming Optimizing Post-Pandemic Contact Center Outsourcing Relationships pre-event workshop during Execs In The Know’s Customer Response Summit. Please register here to attend the event on Monday, October 18, 2021, from 11:00 AM – 12:30 PM ET/8:00 AM – 9:30 AM PT. 2020 was indeed a unique year for vendor managers and their outsourced partners.

Best practices 52

Best practices outsourcing Contact Center Call Center 52

Nicereply

OCTOBER 13, 2021

While you are reading this blog post your customers probably received another marketing newsletter. How to make sure they open & read your email too? Catch the attention of your audience with the right words. We compiled 25 Support Emails Templates that give your writings depth, personality, and thoughtfulness. Generating trust and loyalty is one of the biggest challenges Customer Support Specialists are facing each day.

Customer Support 52

Customer Support Feedback Marketing Personalization 52

LiveVox

OCTOBER 13, 2021

Labor costs are the most expensive line item in anyone’s cost sheet. With organizations spending over $350B on customer service collectively, many are looking to AI and virtual agents to flatten overhead costs. That’s why AI-enabled virtual agents have become such a hot commodity in the customer service market. When businesses implement virtual agents, they […].

Virtual Agent 52

Virtual Agent Customer Service Marketing 52

CSM Magazine

OCTOBER 13, 2021

Bespoke International has recorded growth to over 800 employees in its first two years of operations. The company, a fully integrated global outsourced customer service centre, was founded in late 2019 by Warrington-born CEO Mark Thomason and his co-directors. Bespoke boasts major clients in the financial, retail, telecoms, travel, utilities and insurance sectors.

outsourcing 52

outsourcing Finance Consulting Consulting 52

Advertisement

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.

Self service

Vcaretec

OCTOBER 13, 2021

Customer support call centers are a vital aspect of many modern businesses. With most consumers choosing to buy online vs. in a store, a customer support representative may be the only company representative that a customer actually interacts with. Establishing and maintaining an efficient, positive call center can be the difference between frustrated customers and satisfied customers.

Call Center 52

Call Center Customer Support outsourcing Customer Service 52

CSM Magazine

OCTOBER 13, 2021

Today, more and more online casinos are appearing on the Internet. Therefore, players are faced with a fairly difficult choice. During the selection of gaming platforms, they need to analyze different qualities of casinos. However, most gamblers usually don’t pay much attention to the presence of customer support. But this part of the website is one of the keys to comfortable and successful gambling.

Customer Support 52

Customer Support Technical Support Consulting Consulting 52

Calltools

OCTOBER 13, 2021

Members of the public and most businesses universally dislike robocalls, and their proliferation has lowered consumers’ confidence in unknown calls. Now, many people will only answer calls identified as being from a known and respected source. If they do not know the number, they send the call to voicemail and perhaps block the number. This consumer wariness makes it much harder to operate a call center.

Contact Center 52

Contact Center Telemarketing Call Center voip 52

CSM Magazine

OCTOBER 13, 2021

Just a couple of weeks ago, Chinese regulators outlawed all cryptocurrency-related transfers, citing concerns about money laundering and ecological damage. The move sparked a sharp drop in markets; some investors were quick to dump their holdings, and the price of Bitcoin, Ethereum, and all other notable coins fell nearly 10% after the announcement before quickly regaining some lost ground.

Government 52

Government Marketing Accountability Sales 52

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!

Feedback

USAN

OCTOBER 13, 2021

The Amazon Connect features released last year provided a striking new set of tools for increased productivity. These include several enhanced self-service capabilities that can be of significant value to companies in light of recent global commerce and employment challenges. Businesses everywhere have utilized these new features in various ways. For example, some have created an interactive chatbot and integrated those with third-party systems , combining Amazon Connect and Amazon Lex to res

Average Handle Time 52

Average Handle Time Chatbots Self service Metrics 52

Edify

OCTOBER 13, 2021

Contact: Liz Cahill for Edify Labs. LCahill@edify.cx.

Customer Experience 90

Customer Experience Technology 90

DMG Consulting

OCTOBER 13, 2021

DMG Consulting Releases 2021 – 2022 Cloud-Based Contact Center Infrastructure Product and Market Report. MEDIA ALERT. Strengthening demand drives surge of activity, including mergers and acquisitions. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services. What: Releases 2021 – 2022 Cloud-Based Contact Center Infrastructure Product and Market Report.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Ann Michaels and Associates

OCTOBER 13, 2021

Audits are an effective observation tool for evaluating everything from product displays and use of marketing materials, to brand exclusivity, franchise compliance, and even adherence to detailed company standards. During periodic visits, auditors openly evaluate the physical and visual aspects of the site according to your customized checklist. Brand Audit.

Government 45

Government Sales Analytics Feedback 45

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

Journey mapping

SmartKarrot

OCTOBER 13, 2021

Role: Vice President of Customer Success Location: Remote, New York, United States Organization: Deep Labs As a Vice President of Customer Success, you will drive Customer Success at the clients through increased renewal rates, expansion of use case, and reduced churn. Define and own the customer lifecycle map for the customers, engaging with both the sales and product teams to develop key client touchpoints and track outcomes for optimal engagement.

Upselling 19

Upselling Metrics Coaching Accountability 19

Hello Customer

OCTOBER 13, 2021

Many CEOs find that the reality of their company’s Voice of the Customer program fails to deliver on their vision of CX success. In fact, 80% of them say it serves as a basic system of customer data collection and analysis, rather than an actual agent of change. The reason for this is that many companies, whether or not they like to admit it, are still pretty conservative and stick to traditional business-driving metrics and compartmentalized reporting.

Surveys 98

Surveys Feedback Journey mapping Metrics 98

SmartKarrot

OCTOBER 13, 2021

In order to modernize their work structure and infrastructure, companies are taking to the cloud. One such service, DaaS, or data as a service is booming the industry certainly. If you are looking for data integration, storage, data analytics or data management, one of the most seamless solutions for you is Data as a service. Additionally, by embracing DaaS, an organization can augment the agility of data workloads, reduce time-to-insight, and increase the reliability and integrity of their data

SaaS 10

SaaS Government Analytics Management 10