ShepHyken

NOVEMBER 19, 2021

This week we feature an article by Devin Pickell, a Growth Marketer at Nextiva. He shares his quick tips for keeping your customers informed through email and SMS to level up their buying experience. . The holiday season is fast approaching, and you’re an online merchant expecting a large volume of orders to come through soon. That’s great news! But while you’re fulfilling orders, it’s imperative that you keep your customers in the loop on channels like email and SMS.

Marketing 201

Marketing Metrics Customer Service Customer Experience 201

Contact Center Pipeline

NOVEMBER 18, 2021

As COVID-19 restrictions ease, contact center leaders are planning what their future work environment will look like. The hybrid work model, in which agents work at home but come into the center a few times a week, is gaining prominence as a way to meet agents’ demands for more flexibility, better work-life balance and the […].

Contact Center 244

Contact Center 244

Totango

NOVEMBER 15, 2021

Customer success tools extend the functionality of your CS platform, multiplying its value. By connecting data from other success tools to your CS tool, you can view and manage all your customer data from one place instead of leaving it isolated in separate information silos. This allows you to leverage all your data by integrating it into your customer success strategy.

CRM 87

CRM Upselling SaaS Chatbots 87

Beyond Philosophy

NOVEMBER 18, 2021

Consumers do insane, possibly dangerous things when they feel a threat to their resources. In particular, highly commoditized resources we perceive as necessary for basic functioning. Unfortunately, panic buying shows that the difference between everyday life and chaos has a thin margin. However, it also reveals a powerful tool in your customer strategy: Scarcity.

Marketing 221

Marketing Sales Consulting Consulting 221

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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.

ShepHyken

NOVEMBER 17, 2021

Here’s a question, and I think I know the answer. Would you do business with an airline that didn’t offer the ability to book a ticket online, check-in online, and get your boarding pass online? . Assuming that every other airline has these self-service digital options, what if one didn’t? Would you be willing to call for a reservation, wait on hold, pull out your credit card to verbally give your payment information, and stand in line at the ticket counter to check in on the day of departure?

Airlines 313

Airlines Self service Customer Service Customer Experience 313

Bill Quiseng

NOVEMBER 13, 2021

A while back, I wrote an article entitled “Great Service is Great Theater”. Today I want to offer another article about the very same subject, an encore performance so to say. So, here it is: There are some who say that they, as customer service professionals, have been trained to act the part to be happy to serve. They believe they are acting. They claim they can never “be the part” to be happy to serve.

Customer Service 183

Customer Service Customer Experience 183

Beyond Philosophy

NOVEMBER 13, 2021

Scarcity is something are more used to these days, particularly in light of the supply chain problems we see. Scarcity is something we feel when we are doing thing we have enough of what we need. If we don’t fix the problems at the ports, and the related problem of driver shortages to bring things in from the ports, we might see quite a few empty shelves this holiday season.

Consulting 195

Consulting Consulting Marketing Surveys 195

ShepHyken

NOVEMBER 16, 2021

Courageous Culture. Bringing Great Customer Experience Ideas Forward. Shep Hyken interviews Karin Hurt and David Dye, CEO and President of Let’s Grow?Leaders.?They are known for practical tools and leadership development programs that stick. Karin and David are the?award-winning authors of five books including, ?Courageous Cultures: How to Build Teams of Micro-Innovators,?

Customer Experience 179

Customer Experience Feedback Management Customer Service 179

Contact Center Pipeline

NOVEMBER 16, 2021

A trainee pulls me aside, and I’m not sure about the reason… maybe it’s something we covered in a class? The trainee starts crying. She tells me that her landlord is asking their family to vacate their apartment, and an eviction notice has been nailed to the door. They tried unsuccessfully to talk it out […].

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147

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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

Surveys

ProProfs Blog

NOVEMBER 15, 2021

Entrepreneurs wishing to scale their business often fall prey to expensive consultants and time-consuming PR experts. The result? A few of them experience positive outcomes while others don’t. What if I tell you that you could achieve the same by sending out business surveys questions while spending negligible time and money. . Yes! You heard that right.

Surveys 144

Surveys Feedback Morale Customer effort 144

SharpenCX

NOVEMBER 17, 2021

Long-term customers are more valuable to your company’s growth than you may think. A study from Harvard Business School found that increasing customer retention rates by even 5% can boost your company’s profits by 25-95%. And, when compared to the cost of customer acquisition, customer retention costs almost 5x less than bringing new customers under your umbrella.

Customer retention 145

Customer retention Personalization Accountability Customer Experience 145

ShepHyken

NOVEMBER 15, 2021

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. Lego Customers Lose Millions of Pieces a Year. The Company’s 4-Word Response Is the Best I’ve Ever Seen by Jason Aten.

Customer Service 179

Customer Service Metrics Call Center Customer Experience 179

Contact Center Pipeline

NOVEMBER 18, 2021

5th Talent International has completed three contact center work-at-home studies since the beginning of the 2020 pandemic. We learned that most employees prefer the hybrid model, which is a mix of splitting their time between their home and the center. Our April 2021 study highlighted that the collective time employees want to spend working at […].

Contact Center 130

Contact Center 130

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

Nextiva

NOVEMBER 17, 2021

Of all the problems that plague growing businesses, the most frustrating is trying to understand user behavior. But then, when you think you've figured it all out, loyal customers begin to leave without warning. Or, new visitors spend hours on your pricing page only to leave without buying. Every team — from support to sales […]. The post How to Use a Customer Journey Map to Keep More Customers [+ Real Examples] first appeared on Nextiva Blog.

Journey mapping 136

Journey mapping Sales Customer Experience 136

TechSee

NOVEMBER 16, 2021

The pandemic has transformed how field service is delivered, with the industry focused on servicing customers in the most efficient way possible. On the one hand, 65% of customers report that they would avoid technician visits unless strictly necessary, a sentiment that has resulted in the explosion of remote service delivery. On the other hand, 62% of customers still expect their issues to be repaired as quickly as ever.

Self service 109

Self service CRM Technology Customer Experience 109

Eptica

NOVEMBER 19, 2021

Date: Friday, November 19, 2021 Author: Pauline Ashenden - Demand Generation Manager The secrets to driving up First Contact Resolution rates. Published on: November 19, 2021. Author: Pauline Ashenden - Demand Generation Manager Today, customer service is central to differentiating your company. And being able to resolve customer queries on the first call is one of the hallmarks of good customer service.

Best practices 126

Best practices Self service Metrics Customer Service 126

Contact Center Pipeline

NOVEMBER 17, 2021

Admittedly, I have not worked in a lot of different industries, but it is hard to imagine there are many that have a greater penchant for acronyms than the contact center space. When I first got involved in this industry about 20 years ago, my early impression was that practitioners could conduct an entire conversation […].

Contact Center 130

Contact Center Technology Management 130

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

Outsource Consultants

NOVEMBER 17, 2021

Sometimes the most challenging math problem in business is simply the act of counting our blessings. The last 18 months put every industry on their heels — and many are just now coming to terms with how their work will be forever changed. For BPO providers , with clients expecting seamless and stable service (no excuses), many of these pandemic challenges were tackled in the background, minimizing the impact to clients.

outsourcing 119

outsourcing Call Center Employee engagement Consulting 119

Nicereply

NOVEMBER 16, 2021

When it comes to providing good customer service the majority of companies already know how important it is to measure customer satisfaction. Even numbers say that 81% of satisfied customers are more likely to do business with you again if they have a positive experience. But, what is even more interesting and essential to accept is that 95% of customers will “take action” after a negative experience – like sharing concerns with friends and family, or in the worst-case, churning.

Surveys 111

Surveys Metrics Analytics Enterprise 111

NICE inContact

NOVEMBER 16, 2021

Watch our demo video to see CXone in action and then contact us to find out more about how CXone can help you improve your business results through more satisfying customer experiences.

Best practices 104

Best practices Contact Center Customer Experience Management 104

Tethr

NOVEMBER 15, 2021

Contact center reporting and analytics are essential for customer service and customer experience (CX) leaders to understand contact center performance accurately. Depending on the report, data surfaced can be used to understand agent performance, improve coaching, refine products and services, and so much more. This information can go a long way towards bigger wins; like improving the customer experience and reducing the cost of service for your company.

Contact Center 98

Contact Center Analytics Marketing First call resolution 98

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.

Contact Center

Lumoa

NOVEMBER 19, 2021

Chat with Lumoa at Slush Built from the ground up with AI, Lumoa allows you to make faster, smarter, and the right decisions based on the Voice of the Customer. Fill out the form below to book a time to meet Lumoa at Slush on 1-2 December. What is Slush? Slush is a student-driven, not-for-profit movement on a mission to create and help the next generation of groundbreaking entrepreneurs, originally founded to change attitudes toward entrepreneurship.

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Quality Contact Solutions

NOVEMBER 19, 2021

There have been many changes to telemarketing rules and regulations in 2021. The most notable change was the April 1, 2021, U.S. Supreme Court decision in Facebook v. Druid. That decision effectively neutered the plaintiff’s bar in their pursuit of Telephone Consumer Protection Act (TCPA) class action lawsuits across the U.S. Here are the top takeaways from the decision: The decision narrowed the definition of an autodialer.

Telemarketing 98

Telemarketing outsourcing Marketing Technology 98

Hodusoft

NOVEMBER 17, 2021

The ultimate guide to the omnichannel contact center software. Modern consumers are technologically inclined and driven by efficiency. In response, they expect seamless interaction across channels. Customer care executives should be able to give them the service they anticipate. The use of an omnichannel contact center makes it simple to keep up with the expectations of a modern consumer.

Contact center software 98

Contact center software Contact Center Multichannel Best practices 98

Spearline

NOVEMBER 18, 2021

We live in an age of instant gratification. There is a constant 24/7/365 endless open demand for fast data and information. Instant, straightforward communication is a massive want, and need, especially for the customer. Your webpage should load instantly with all of its assets and graphics. You want fast and reliable communication when messaging. High end-to-end speed is a necessity.

Telecommunications 98

Telecommunications Call flow Benchmark Personalization 98

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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.

Self service

kommunicate

NOVEMBER 17, 2021

A Chatbot is an application that uses pre-written messages to communicate with users. This communication could take the form of text messages or even voice messages. There are various ways and technologies available for developing a chatbot. Depending on the use case, some chatbot technologies are more appropriate than others. Kommunicate is one such solution, [.].

APIs 98

APIs Chatbots Technology 98

VirtualPBX

NOVEMBER 18, 2021

Navigating the Small Business Saturday 2021 Shopper Experience. 2020 was a challenging year on so many levels. Especially for local entrepreneurs and small business owners who faced many obstacles during the height of the pandemic. The good news? Positivity is on the horizon for those ready for Small Business Saturday 2021. Consumers feel more confident about this upcoming holiday shopping season.

Personalization 98

Personalization Sales Marketing Customer Service 98

ppt solutions

NOVEMBER 17, 2021

TULSA, OKLAHOMA, November 18, 2021 – PPT Solutions, a premier provider of client-centric, performance-based Customer Experience and Business Optimization Solutions, formally announced today the addition of Jolynn Antonacci as vice president of marketing. In this role, Antonacci will oversee PPT Solutions’ messaging, branding and go-to-market. The post PPT Solutions Announces Jolynn Antonacci as Vice President of Marketing appeared first on PPT Solutions.

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Marketing Customer Experience 98