TMP Direct

SEPTEMBER 16, 2021

With a combination of marketing tactics, sales techniques, technology and data, you can fuel your lead generation channels and make them work the way they’re supposed to. There is nothing wrong with a traditional, sales-driven cold call. TMP can triage inquiries so that the qualified sales team can focus on the important contacts.

B2B 96

B2B B2C Chatbots Advertising 96

Totango

AUGUST 23, 2022

For example, a website visit, an online sales purchase and a phone support call are all potential customer journey B2B touchpoints. In terms of the customer lifecycle, touchpoints may occur at any point during an interaction with your brand, including: Pre-sales, starting with a prospect’s first marketing touch. White papers.

B2B 116

B2B Journey mapping SaaS Engineering 116

Nicereply

MAY 4, 2022

It is one of the most important ways you can build meaningful relationships with your customers, strengthen their trust in your brand, and ultimately drive new sales. If you’re not reaching them in real-time, you might be losing sales. Know what support to give in each stage of the sales funnel. Wrapping up.

Best practices 98

Best practices Self service Sales Surveys 98

VocalCom

JUNE 29, 2020

With most physical shops shut during lockdowns as a result of the coronavirus pandemic, organizations have increased their online presence and multiplied digital touch points to maintain sales and conversations with their customers. Download our white paper Contact Centers of the Future: Creating the experience of tomorrow.

Contact Center 62

Contact Center CRM contact center solutions Customer Experience 62

Transparent BPO

JANUARY 14, 2020

A white paper on contact center trends by Fonolo, a call-back technology company, says that consumers are becoming digital-first and able to use at least ten different channels to communicate with a company. “The The company’s leaders hired us to help them meet some aggressive sales goals. Omnichannel will become the norm.

Contact Center 62

Contact Center outsourcing Average Handle Time Chatbots 62

TMP Direct

SEPTEMBER 9, 2021

A 2019 survey found that over 70% of marketers believe email marketing generates ‘good’ or ‘excellent’ returns. The Texas Chronicle reports (via data from a Smith-Harmon survey) that 76% of consumers have made purchases from an email marketing message they received. Think tank Statista estimates that 319.6

Surveys 52

Surveys Advertising Marketing Sales 52

DMG Consulting

SEPTEMBER 29, 2017

This KPI Guide for Omni-Channel Contact Centers presents and explains the most useful KPIs for managing customer service, sales and collections contact centers. It’s time for contact centers to take a fresh look at what is measured, and this white paper will help you with the process. DMG Surveys. Monthly DMG Newsletter.

Contact Center 48

Contact Center Metrics Consulting Consulting 48

Connecting the Dots

FEBRUARY 9, 2021

Warning customers of possible problems is a major delighter and usually strengthens sales. Both groups were surveyed on their satisfaction and views of SCE’s concern for conservation. For more information on onboarding, read our Customer Onboarding White Paper. Evaluate education and onboarding.

Education 62

Education Self service Consulting Consulting 62

Comm100

FEBRUARY 19, 2020

VIP status isn’t just a tool for rewarding sales; it can also be used to discourage furious customers from harming your brand. One way to gauge customer dissatisfaction is through feedback surveys. They are the very definition of VIPs, because a significant portion of your marketing and sales resources are aligned to their pursuit.

B2C 64

B2C B2B Advertising Accountability 64

Liveops

DECEMBER 27, 2018

These curated items include some of our most-read posts along with white papers call center leaders will appreciate. An article by Contact Center Pipeline analyzes a survey showing few leaders have strategies for preparing people and workflows. Here’s what the experts said about customer service in 2018: 1.

Contact Center 81

Contact Center Customer Service Call Center Virtual Agent 81

Comm100

NOVEMBER 2, 2017

As he pulled up to my destination, Rodrigo asked only one thing of me: “If you wouldn’t mind filling out the customer satisfaction survey and rating my service today, I would really appreciate it,” he said. What is a Customer Satisfaction Survey? These surveys can reach customers as any of the following: Emails.

Surveys 65

Surveys Feedback Scripts Customer Service 65

Customers That Stick

SEPTEMBER 18, 2014

She has more than 15 years experience in the bankcard industry in direct sales, sales management and marketing. In a survey by Nielsen , Millennials ranked “technology use” as what makes their generation unique.) A white paper compiled by PunchTab indicates that many Millennials shop online daily.).

Customer retention 133

Customer retention Surveys Sales Technology 133

Serenova

NOVEMBER 26, 2019

According to a survey of more than 3,000 consumers by Vanson Bourne for Serenova, 80% have dealt with uneven service across channels. According to the Vanson Bourne survey, most people are using multiple service channels. Respondents to the Vanson Bourne survey say they are most annoyed by variances in service speed and quality.

Customer Service 69

Customer Service Chatbots Contact Center Surveys 69

Connecting the Dots

JUNE 16, 2021

There are four rules to remember for successful customer onboarding process: Bad news does not get better with age; Assume customers DO NOT read any of the fine print; Just-In-Time education is much more effective than initial mass education; and Warning customers of possible problems is a major delighter and usually strengthens sales.

Education 62

Education Self service Consulting Consulting 62

Vonage

FEBRUARY 13, 2017

Although surveys are currently the number one method businesses use for measuring feedback, speech analytics provides much more insight around the customer experience. Surveys, on the other hand, have a small sample size and only ask questions you think are the most important, which can create significant intelligence gaps.

Analytics 53

Analytics Customer Service Scripts Surveys 53

Comm100

JANUARY 14, 2020

According to a survey conducted by UBM, 75% of participants cited having to repeat themselves as their biggest issue when communicating with a brand. Being able to segment your customers your way—by geography, historical sales, industry, and more—will further help you offer a more specialized and effective customer service program.

Average Handle Time 40

Average Handle Time Multichannel Chatbots CRM 40

Calabrio

SEPTEMBER 21, 2016

Surveys show 3 in 4 organizations now view the contact center as a key differentiator—no longer just a cost center. They’re giving sales an invaluable understanding of what their customers want. They’re driving efficiency, increasing customer retention, accelerating sales, and creating new revenue opportunities.

Contact Center 59

Contact Center Analytics Technology Enterprise 59

Comm100

FEBRUARY 19, 2020

VIP status isn’t just a tool for rewarding sales; it can also be used to discourage furious customers from harming your brand. One way to gauge customer dissatisfaction is through feedback surveys. They are the very definition of VIPs, because a significant portion of your marketing and sales resources are aligned to their pursuit.

B2C 40

B2C B2B Advertising Accountability 40

GetFeedback

FEBRUARY 15, 2019

The Net Promoter Score survey isn’t where the magic happens—it’s where it begins. Unlike conventional surveys, you won’t benefit from sitting back and waiting for NPS results to roll in. To get valuable insights, you have survey strategically. This segmentation becomes vital during survey analysis. Who are they?

Surveys 60

Surveys CRM Feedback Sales 60

Cincom

MARCH 23, 2020

According to a recent Salesforce survey , 80 percent of younger B2B buyers were more comfortable buying within an Amazon-like experience that provided heavy emphasis on personalization. Traditionally, a sales rep delivers a value proposition statement, discusses needs and pain points, followed by product features and benefits.

Marketing 52

Marketing Management B2B Sales 52

Comm100

JANUARY 21, 2020

According to an Accenture survey, 42% of B2B leaders say they plan to implement online-only loyalty programs, 35% will offer online training for both internal teams and customers, and 32% will offer incentives for making sales completed through digital channels. Free Download: Customer Engagement 2020 White Paper.

B2C 40

B2C B2B Benchmark Best practices 40

Beyond Philosophy

MARCH 3, 2016

Twenty years ago, in their 1994 white paper entitled “Customer Loyalty:Toward an Integrated Conceptual Framework,” academics Alan S. business decision-makers surveyed said that word-of-mouth from colleagues and friends would both get them to buy and contribute strongly to passing along positive comments themselves.

Customer advocacy 150

Customer advocacy Consulting Consulting Advertising 150

Liveops

DECEMBER 27, 2018

These curated items include some of our most-read posts along with white papers call center leaders will appreciate. An article by Contact Center Pipeline analyzes a survey showing few leaders have strategies for preparing people and workflows. Here’s what the experts said about customer service in 2018: 1.

Contact Center 48

Contact Center Customer Service Call Center Virtual Agent 48

CSM Magazine

MAY 20, 2020

You can give it away as an ebook, white paper, checklist, or cheat sheet, in exchange for a potential customer’s email address. You can also offer intriguing surveys, analyses, or tools specifically designed for your audience to get their email address in exchange for some business insights. This is also called a gated offer.

Sales 52

Sales Marketing Advertising Engineering 52

Cincom

OCTOBER 14, 2020

For years, marketing had to manually collect information about companies, contacts and product preferences from service reports, call logs and assorted survey questionnaires. They would also rely on third parties who offered contact lists for sale, but the quality of these lists was questionable.

Marketing 52

Marketing Analytics Call Logging Enterprise 52

Callminer

SEPTEMBER 14, 2020

Learn more about how speech analytics can benefit your call center operation by downloading our white paper, 10 Ways Speech Analytics Empowers the Entire Enterprise. Successful call centers use analytics to help aid, streamline and maximize customer service and sales needs…”. Customer sales enquiries. Kirk Chewning.

Call Center 182

Call Center Analytics First call resolution Metrics 182

Callminer

APRIL 21, 2020

Learn more about how gamification can help boost call center agent performance by downloading our white paper, Using Gamification to Improve Contact Center Performance. David worked for companies like AOL & McAfee training managers about sales and team management. Everyone gets a car detailing at work if they all get a sale.

Call Center 182

Call Center Management Scripts Coaching 182

Comm100

JANUARY 21, 2020

According to an Accenture survey, 42% of B2B leaders say they plan to implement online-only loyalty programs, 35% will offer online training for both internal teams and customers, and 32% will offer incentives for making sales completed through digital channels. Read part 1 here , and access the full story here.

B2C 84

B2C B2B Benchmark Best practices 84

Callminer

NOVEMBER 18, 2020

If you’re looking for ways to boost your agents’ performance, check out our white paper, Using Gamification to Improve Contact Center Performance. When I see results from customer service satisfaction surveys that are unfavorable, I know the culprit is probably due to long wait times…”. Vinay Amin. EuNaturalHealth. Sean McPheat.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

NICE inContact

NOVEMBER 9, 2018

We surveyed over 2000 consumers in the United States, United Kingdom and Australia. To learn more you can review the 2018 CX Transformation Benchmark and then review this white paper “ Top KPI’s for Managing Customer Service, Sales and Collections Contact Centers ”. Most interactions occur over the phone.

Contact Center 49

Contact Center Contact center software Benchmark First call resolution 49

inmoment

JUNE 17, 2019

Companies should capitalize on this desire by creating a personalized CX that delivers meaningful value beyond just the close of the sale. For brands with physical locations, fixing supply chain issues offers a chance to close more sales. Neglecting Non-Buyers.

Customer Experience 53

Customer Experience Construction Feedback Personalization 53

Nicereply

FEBRUARY 21, 2019

CX Is Not a Post-Sale Service. Surveys and Feedback. However, surveys don’t reflect real-time information because it takes time to compose them, send to consumers and process the feedback. Many companies are dreaming about collecting this data because it allows enhancing sales. From Real-time Surveys to Real-time Actions.

Marketing 45

Marketing Customer Experience Surveys Feedback 45

Comm100

JANUARY 14, 2020

According to a survey conducted by UBM, 75% of participants cited having to repeat themselves. Being able to segment your customers your way—by geography, historical sales, industry, and more—will further help you offer a more specialized and effective customer service program. Increased customer satisfaction. Read the full story here.

Average Handle Time 52

Average Handle Time Multichannel CRM Analytics 52

JivoChat

JUNE 1, 2021

Touchpoints can be any interaction that a customer has with your business , such as a survey, a consultation call, or an online purchase. A good example is to hold an online webinar, which is a touchpoint that allows you to present your offer to prospects, and potentially generate leads or sales. Feedback surveys.

CRM 52

CRM Advertising Chatbots Surveys 52

delighted

AUGUST 23, 2019

Go talk with your customer-facing department leaders (sales, support, customer success, marketing, product, etc.). Is this about a white paper that they read? This is where customer experience surveying comes in. Say you have now created and sent your first CX surveys. Feedback and survey ratings are rolling in.

Customer Experience 41

Customer Experience Journey mapping Surveys Feedback 41

JivoChat

AUGUST 9, 2021

survey, 60% of customers say experience is more important to them now than it was pre-COVID. Chances are, you’ve got some stalled-out deals hanging out in your sales funnel. Or, a financial services company might have a sales rep send a personalized report, along with insights explaining what current trends mean for the recipient.

Personalization 52

Personalization Customer Service B2B SaaS 52

JivoChat

AUGUST 9, 2021

survey, 60% of customers say experience is more important to them now than it was pre-COVID. Chances are, you’ve got some stalled-out deals hanging out in your sales funnel. Or, a financial services company might have a sales rep send a personalized report, along with insights explaining what current trends mean for the recipient.

Personalization 52

Personalization Customer Service B2B SaaS 52