3CLogic
JANUARY 31, 2022
If it feels like today’s customers have higher expectations than ever before, it’s not just your imagination. With so many options to choose from, customers can easily take their business elsewhere if a particular organization doesn’t provide an exceptional level of service. There’s even research illustrating how customers’ standards have rapidly risen.
ShepHyken
JANUARY 31, 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. 10 Ways to Build Trusting Relationships with Your Customers by Atlanta Small Business Network. (Atlanta Small Business Network) In a world where business competition is fierce and consumers are more informed than ever before, building customer trust is vital.
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Contact Center Pipeline
JANUARY 31, 2022
In this month’s most-read posts, our authors offer insights on how the contact center agent’s role has evolved and become more complex, how best to engage with your WFH agents, how to improve your customer-centric self-service options, and how to harness the power of Institutional, Organizational and Operational processes to shape CX excellence and fuel […].
GetFeedback
JANUARY 31, 2022
Insights and steps on how to deliver a better personalized customer experience based on key findings from The GetFeedback 2022 State of CX Report.
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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.
Eptica
JANUARY 31, 2022
Date: Monday, January 31, 2022 Author: Pauline Ashenden - Demand Generation Manager The three areas to focus on to empower your agents. Published on: January 31, 2022. Author: Pauline Ashenden - Demand Generation Manager Empowering your customer service agents delivers a range of benefits from increased contact centre productivity and happier agents to an overall better 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.
Fonolo
JANUARY 31, 2022
When we hear the word “productivity”, we often picture the volume of work a contact center agent can get done in their day. This may have been a good indicator of success a few decades ago, but today’s experts agree that delivering a quality customer experience carries more weight than the amount of time spent on the phone. This means our definition of agent productivity needs a bit of an update.
Jon Arnold
JANUARY 31, 2022
The first month of 2022 picked up where last year left off, with plenty of work to keep me busy, along with a handful of virtual events to track. Writing output was on the light side, though, but there’s plenty new coming for February. Until then, I just have these two to share, and hope you give them a read. The “New Age of Voice” - a Few Minutes with Analyst Jon Arnold , ISI blog, January 20 Getting Beyond Voice: Selling More and Making More with Cloud Services , Channel Futures, January 18.
CSM Magazine
JANUARY 31, 2022
It’s no secret that modern digital technologies have changed consumer behavior. Today, digital technologies, such as mobile devices, artificial intelligence (AI), machine learning (ML), etc., allow users to get quick information about almost everything. In short, consumers are dependent on digital technologies as they have become aware of what they can do with them.
JivoChat
JANUARY 31, 2022
Building a strong brand identity is important for several reasons, it helps to highlight your company traits, to enhance brand awareness, and also stand out from competitors. Desygner is a web design platform that can help you with that by offering multiple tools to work your brand’s visual identity, which is a key factor when developing your company’s image. .
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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
JANUARY 31, 2022
A study revealed that consumers prefer eco-friendly packaging. Over 80% of survey participants said they think companies must deliver sustainable products. 77% of them claimed plastic is the least environmentally responsible packaging solution. Sustainability specialists agree that the planet’s climate demands immediate action to prevent catastrophe.
LiveVox
JANUARY 31, 2022
Interactive voice response (IVR) systems have gained a poor reputation. This is largely due to their inability to meet customers at their point of need and make resolution easy. The post Hybrid Cloud Strategy: The Best of Both Worlds appeared first on Livevox.
CSM Magazine
JANUARY 31, 2022
There is no denying that the disruptive events of the last two years, with distancing restrictions being enforced due to the coronavirus pandemic, have pushed individuals to change many aspects of their lives. This applies to businesses as well and the working practices they employ. Nowadays, there is a new normal – complete remote working or the hybrid paradigm combining online with offline.
Infinity
JANUARY 31, 2022
Throughout 2021, the customer experience became the new battleground for businesses. The pandemic caused a massive shift in the way businesses operate and connect with their customers. Many businesses pumped budget into developing digital channels to satisfy new customer needs and improve the customer experience. But with the focus fixed on online measurement and optimisation, offline channels are being neglected.
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.
CSM Magazine
JANUARY 31, 2022
Do you know what to do if you get injured at work? You’ll need a lawyer. Workplace injuries are not uncommon and are something all employees should be aware of. It’s the kind of thing that can really put a damper on your day, and it could lead to months, or even years, of rehabilitation. This is why we’re going to talk about what you should do if you’re unfortunate enough to get hurt at work–how to find a lawyer and how to file your claim!
Education Services Group
JANUARY 31, 2022
ESG, the leader in Customer Success as a Service ® , is adding to its leadership team with the appointment of industry veteran Peter Armaly as Vice President of Customer Success. Peter joins ESG from Oracle, where he held strategic leadership roles in both Marketing and Customer Success for over five years. Peter is well-known in the Customer Success industry as a visionary thought leader, having previously held the role as the first Vice President of Customer Success research at Technology Serv
CSM Magazine
JANUARY 31, 2022
Today’s customer has countless options when making a purchase. This means prioritizing customer experience is one of the most effective ways to stand out in the crowd. As a business owner and employer, it is essential to understand that the quality of your customer care can only be as good as your team and how happy they feel. In other words, a motivated team will help you deliver great customer experiences, and the opposite is true.
Dialer 360
JANUARY 31, 2022
All kinds of businesses communicate with the customers for dealing with their products and to achieve this goal businesses depend on a call center. A huge number of inbound and outbound calls in a call center that receives potential customers. As well as most people like to work remotely, you may be inquisitive about how to start a virtual call center.
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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.
CSM Magazine
JANUARY 31, 2022
A virtual private network (VPN) is important for personal and business use. It is now an indispensable tool for the latter. There are many VPN options to choose from. Some are free to use, whereas others charge users for their features. Also, there are those VPNs that offer both free and premium versions. However, most VPN services offer advanced features at a fee.
SmartKarrot
JANUARY 31, 2022
The job of CSMs (Customer Success Managers) is not easy. They receive truckloads of information that needs to be figured out quickly. However, with the help of intelligent customer success software like SmartKarrot, their workload gets reduced drastically. This write-up deals with two things: . Criteria to select the best customer success software Implementation of the customer success software in an effective manner.
CSM Magazine
JANUARY 31, 2022
Having a business can be incredibly challenging most of the time. With so many tasks to do, it can sometimes be difficult to maintain motivation and productivity, let alone improve and increase their levels. As a business owner, entrepreneur, and team leader, you want to help your employees and give them the opportunity to achieve their fullest potential.
Uniphore
JANUARY 31, 2022
This content is password protected. To view it please enter your password below: Password: The post Protected: Healthcare CX: 5 Predictions for 2022 appeared first on Uniphore.
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!
NobelBiz
JANUARY 31, 2022
Customers in 2022 expect to connect with your contact center via a variety of communication methods in a fluid, undifferentiated manner. As a result, it is becoming increasingly important to integrate the administration of contacts and provide advisers with easy access to the history of interactions with the client, independent of the channel. Furthermore, to increase the efficiency and relevance of multi-channel request processing, you must assist your agents, as well as your clients, by provid
Uniphore
JANUARY 31, 2022
This content is password protected. To view it please enter your password below: Password: The post Protected: Digital and Customer Experience Transformation in Banking appeared first on Uniphore.
CustomerSuccessBox
JANUARY 31, 2022
An Executive Sponsor typically holds a VP+ title and is a critical component in maintaining a strong client relationship. S/he typically has a deep understanding of your solution and its benefits, understands the value and impact of ROI. What to do when the Executive sponsor change? Over the past few years, you’ve spent a significant amount of time and energy building a relationship with your Executive Sponsor on your account.
Uniphore
JANUARY 31, 2022
This content is password protected. To view it please enter your password below: Password: The post Protected: Finance CX: 5 Predictions for 2022 appeared first on Uniphore.
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
SmartKarrot
JANUARY 31, 2022
Role: Customer Success Manager Location: Remote, United States Organization: Talentify.io As a Customer Success Manager, you will deeply understand the Hiring Company for Brands product, how it works, and the multitude of ways the clients use the system. Work one-on-one with new users during personalized onboarding and training sessions. Establish and manage relationships with your clients to understand and advise on their workflow and increase adoption and satisfaction.
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