Tue.Feb 01, 2022

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Onboarding for Customer Experience

Contact Center Pipeline

Are your new employees aware of the multiple ways customers are interacting with your brand? Do they understand your brand promise and what distinguishes you from your competitors? The answers to these questions are critical to delivering an exceptional customer experience (CX). When onboarding new employees, make sure your organization’s customer-centric philosophy, values, and principles […].

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What is customer journey analytics?

Callminer

Customer interactions don’t exist in a vacuum, and neither should your data. Find out how customer journey analytics break down data silos to provide better insight throughout the customer journey.

Analytics 386
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Amazing Business Radio: Joe Jorczak

ShepHyken

How to Make It Easy for Customers to Find Answers. The Power of an Easy Search. Shep Hyken interviews Joe Jorczak, Head of Industry for Service & Support at Yext , a company that offers an AI-powered Answers Platform that understands the natural language that mirrors how customers ask questions with the capability to provide direct answers. They discuss how customers, support teams, and support leaders can utilize the power of search to create a great user experience.

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4 Keys to Customer Success Team Enablement

Totango

Qlik’s Vice President of Customer Success Operations and Chief of Staff Chris Wood and his team were on the hunt for a customer success tool that could help them do three things: Streamline processes. Scale customers quickly and efficiently. Enable teams to work cross-functionally. They found that Totango could do all of these things and do them well.

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The 2023 Verint Experience Index: Retail

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

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PPT Solutions Welcomes Brandon Ackert as Vice President, Channel Development

ppt solutions

TULSA, OKLAHOMA, FEBRUARY 1, 2022 – PPT Solutions, a premier provider of client-centric, performance-based Customer Experience and Business Optimization Solutions, announced today the appointment of industry veteran, Brandon Ackert as vice president of channel development. Ackert brings with him over 15 years of industry and. The post PPT Solutions Welcomes Brandon Ackert as Vice President, Channel Development appeared first on PPT Solutions.

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The Importance of Product-Led Growth for Customer Success

ChurnZero

Acquiring and keeping new customers is obviously at the core of running any successful business, and one thing about it is certain: for customers to keep using your product, they have to like it. That’s where product-led growth strategies come into play. When you pursue product-led growth from a Customer Success angle, you’re even more likely to build up that customer loyalty.

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#1: Back-Office WFO Series: Three Tips to Designing a Forecast Task List

Call Design

Providing the business with a robust forecast is the number one challenge when implementing WFM into the back-office space. “WFM is the art and science of scheduling the right number of people with the right skills, at the right time, to handle work within service level, and within budget” the key factor to getting this right is to make staffing related decisions based off the forecasted workload demand.

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4 Ways a Master’s Degree Can Boost Your Business Career

Joe Rawlinson

Getting the right education for the career that you want most can feel like a daunting process. There are so many degrees out there to choose from and they might all seem like they just don’t connect to your goals in a direct way. For many people, it can be hard to pick a path for their degree because they are not sure if they should continue on to an advanced degree or end their degree-seeking experience after four years.

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“Ugh. I Hate Surveys.”

Satrix Solutions

Have you heard someone utter that statement or even proclaim, “I never respond to surveys”? If like me , you’re in a Customer Experience (CX), Customer Success, or Research-related role, I imagine you have. Thankfully this attitude towards surveys is relatively rare in B2B. However, as a CX consultancy, we occasionally hear (or read) very negative reactions when inviting someone to participate in a survey on behalf of our clients.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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!

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Offsetting the looming physician shortage

Nuance

By 2025, the U.S. Department of Health and Human Services predicts that there will be a nationwide shortage of nearly 90,000 physicians. Burnout, COVID, retirement and limits on medical school and residency programs are the main reasons for the shortage. Compounding the problem is an aging population. The number of people aged 65 and older [.] The post Offsetting the looming physician shortage appeared first on What’s next.

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How Universities & Colleges Can Engage International Students Overnight

Comm100

Connecting with international students is simply not easy, and it has been made even more difficult with the onset of Covid-19. New enrollments by international students at colleges and universities in the U.S. have declined for the past five years. However, with pent-up demand and anticipated surge in international enrollment in 2022 following the end of pandemic restrictions, schools need to get prepared so they can connect, engage, and attract international students. .

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Is Adversity Good for Customer Experience & Employee Experience?

ClearAction

Is Adversity Good for Customer Experience & Employee Experience? Lynn Hunsaker. Employee experience has certainly met some hard knocks during the global pandemic. Numerous forces have made it harder to communicate with colleagues, nurture staff members, feel recognized for your hard work and sacrifices, be confident in your job security, and much more.

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2022 Outsourcing Statistics from UpCity

Outsource Consultants

UpCity, a directory website aimed at facilitating B2B relationships, recently surveyed small businesses in the US and Canada to better understand trends and strategies surrounding outsourcing. The results show a clear trend toward SMBs relying on BPOs to handle many of their services – with positive results. Notably, 82% of small businesses have increased outsourcing following the pandemic. 83% plan on growing their outsourcing efforts in 2022. 93% report having positive experiences with t

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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

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Modernizing the Member Experience in Credit Unions

Edify

Despite big banks' changing economic conditions and efforts to draw more customers, credit unions have been steadily growing in popularity over the last eight years. ??In fact, even during the recent shift from in-person interactions (which the credit union industry is renowned for) to virtual experiences, the market size, measured by revenue, of the Credit Unions industry is $90.8bn in 2022.

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Outsourcing Companies Lead the Way with Omnichannel Customer Support

Helpware

There is no doubt that customer support is integral to business success. However, providing quality customer support can be expensive and time-consuming especially when it needs to be performed across numerous channels. This is where outsourcing companies that specialize in omnichannel customer support come in. They have the experience and resources to provide quality customer support quickly and efficiently.

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The Ultimate Guide to International Number Porting

Avoxi

The Ultimate Guide to International Number Porting If you want to retain your legacy number and move to the cloud while expanding your business globally, you should consider porting your phone number! Keep reading to learn how in our comprehensive guide. Your business phone number is arguably one of the most important parts of your… The post The Ultimate Guide to International Number Porting appeared first on AVOXI.

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Who Is Today's Call Center Agent?

CustomerServ

Our industry does a nice job of illustrating the functions agents perform inside a call center or from work-at-home. However, we often overly focus on what they do versus analyzing and understanding who they are, an error that could contribute to some of the staffing and retention problems we currently face.

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Contact Center Dialers Demystified

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

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Self-Service Is the Channel of Choice—When It Works

DMG Consulting

Self-Service Is the Channel of Choice—When It Works. For companies that have been trying to offload customer inquiries and interactions to self-service solutions for decades, there’s great news: Self-service is becoming the customer channel of choice. But there’s one caveat: It needs to be effective. These solutions must give customers the information they seek or perform customers’ desired tasks/transactions, and they must be easy to use.

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The Time is Now: Modernize Your Customer Experience

ConvergeOne

Do you feel like you’re working on antiquated equipment? Are your customers demanding that you do something different to improve their experiences? If so, it’s time for your customer care organization to modernize—but what does that mean, exactly, and how can you best position yourself and your organization for success? Let’s face it: the world looks different than it did two years ago.

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Agent Interview Questions to Help Determine if a Candidate is a Great FCR Fit

SQM Group

In this blog, we will focus on agent candidate questions that can be used in a face-to-face or video conference interview to help determine if the agent is a great FCR fit for the job. Discover these questions.

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Vicki Ferreira Celebrates 40 Years With ABA!

A Better Answer

Big congratulations to Vicki for 40 years with A Better Answer. Vicki started with us when she was only 17 and now 46 years later (with time off in between to have children) we’re celebrating a lifetime of service. Vicki has had a spectacular history with ABA. Vic started as a TSR answering lots of customers calls on one of those vintage switchboards.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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The Importance of Product-Led Growth for Customer Success

ChurnZero

Acquiring and keeping new customers is obviously at the core of running any successful business, and one thing about it is certain: for customers to keep using your product, they have to like it. That’s where product-led growth strategies come into play. When you pursue product-led growth from a Customer Success angle, you’re even more likely to build up that customer loyalty.

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[CX Tribe] 1 February 2022 – How to Improve NPS / Retention Vs Acquisition ??

Genroe

CX Tribe is the best Customer Experience insights, case studies and statistics. Human curated. Delivered weekly. Join more than 5,000 other CX Professionals and subscribe. Aaaand, we’re back… If you’re not from Australia you may be surprised to hear that business pretty much shuts down here from late-December until after Australia Day (26 January). It’s […].

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10 Must-Have Call Centre Tools for 2022 and Beyond

Select VoiceCom Blog

Mobile phones remain a top choice for customers to connect with businesses and ask for support in today’s increasingly digital world. A CFI Group study backs this up with results that show that more than 76% of consumers prefer phone calls to reach customer service representatives (CSR). With this many clients preferring this service method, […].

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Looking back on 2021 as we power into 2022

Acquire BPO

It was a year of transition, evolution and growth. In 2021, the Acquire Group expanded further into Australia with new onshore operations , partnered with key clients from new industries and grew to over 9,500 employees globally. Check out how last year set the stage for a game-changing 2022: The post Looking back on 2021 as we power into 2022 appeared first on Acquire BPO.

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How to Stay Competitive in the Evolving State of Martech

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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A 360 Degree View of the Contact Center Floor: An Interview with Customer Service Operations Expert, Jenny Dempsey

Vistio

Listen to the full podcast recording here: Today we have with us Jenny Dempsey, the Consumer Experience Manager for Apeel Sciences and its sister company, FruitStand.com. With over 16 years of building and leading customer service and experience teams, she is also the co-founder of a customer service blog, CustomerServiceLife.com. Jenny has been recognized as a leader in the CX industry, including The ICMI Top 25 Thought Leaders and the 2019/2020 CloudCherry CX Influencer Champion award.

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The 6-Step Guide to Managing M&A as a CSM

ClientSuccess

If you’re part of a SaaS customer success team, mergers and acquisitions are an all-too-common occurrence in your life. While these corporate milestones can mean growth and opportunity for your team and you personally, they can also be confusing and difficult to navigate for both CSMs and customers alike. If you’re going through a merger or acquisition or want to ensure your team is prepared to manage M&A if and when the opportunity arises, here are six fail-proof steps to implem

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How Does a Virtual Receptionist Free Trial Work?

Abby Connect

A thriving business means your client base is growing. As wonderful as growth is for the life of your business, it can also tax your bandwidth. The heavier that workload becomes, the thinner your resources may be stretched. Having great business sense means reaching out for support when you need it. Of course, you’ll want… The post How Does a Virtual Receptionist Free Trial Work?

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