Intercom, Inc.
APRIL 1, 2021
?. Wikipedia , the beloved, widely-known, free-access web encyclopedia is turning 20 this year. It’s one of the most visited websites on the internet, curated by a global network of hundreds of thousands of volunteers who have written over 55 million articles in 300 languages. It’s the world’s largest repository of human knowledge, but as Janeen Uzzell explains, it’s not without its blind spots.
Inside Customer Service
APRIL 1, 2021
There's a new hiring tool on the rise, and candidates aren't happy. Hiring managers are increasingly using asynchronous video interviews to screen job applicants. These are one-way interviews where candidates are given a short time to record their answers to pre-set interview questions. Recruiters then review the videos at a later time. According to this article from CBC, video interview platforms such as HireVue, Knockri, and VidCruiter saw dramatic increases in volume during 2020.
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Fonolo
APRIL 1, 2021
For today’s businesses, closing deals and making sales isn’t enough. If your customers aren’t happy with the experience you provide, they’ll leave you without a word. That’s where CSAT — or customer satisfaction — scores come in. This KPI is essential for contact centers to measure how their customers feel about their service. It’s a great way to explore trends within customer feedback and identify problem areas.
Heart of the Customer
APRIL 1, 2021
Imagine if your HR partners told you they were going to use one metric to measure all of your employees, and that should be how you determine each one’s overall effectiveness. You’d push back immediately. You’d say that your software developers should have different measurements than your salespeople, who should have different measurements than your […].
Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
Fonolo
APRIL 1, 2021
Customer experience (CX) continues to be a hot topic in the contact center world. Now, more than ever, companies are evaluating their goals and priorities for the coming year in the context of our “new normal”. Explore Contact Center Trends for 2021. How can businesses position themselves for success when the future is so uncertain? Our resident expert and CEO Shai Berger sat down with seven leading experts and influencers in the CX space to find out what their predictions are for the coming yea
ECXO
APRIL 1, 2021
SHARE ARTICLE. Share on facebook. Share on twitter. Share on linkedin. Share on email. Share on whatsapp. Orchestrating surprise and delight strategies to evoke positive emotions Image: Ben White, Unsplash Surprise and delight are commonly used terms within the realm of customer experience strategising. As simple as these two words may seem, there lies a complexity regarding their relation to the customer experience.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
DMG Consulting
APRIL 1, 2021
Workforce Management in 2021: Better than Ever. It’s the year of workforce management (WFM), despite (or maybe because of) the pandemic. Interest in workforce planning has picked up over the last few years as companies have looked for ways to improve employee engagement. Identifying methods for improving scheduling flexibility is an enterprise concern and opportunity, although contact centers have it toughest, with little apparent flexibility as they must maintain strict schedules to ensure they
The Customer Service Blog
APRIL 1, 2021
Would you like to become a business writer? The Customer Service Blog has over 150,000 readers across the world, making it a great way to get your articles seen by a large international business audience. We've got a team of enthusiastic worldwide business writers contributing articles to this blog - and we want more! How about you? About your Article 1.
DMG Consulting
APRIL 1, 2021
Workforce Management Grows in Importance. April 1, 2021 By Donna Fluss. Read this article on the publisher’s website. The workforce management (WFM) market is hot. This IT sector attracted more investments and research and development (R&D) dollars in 2020 than in any prior year. At first look, it appears as if the worldwide COVID-19 pandemic was what convinced contact center leaders to modernize their WFM practices and tools, which, in turn encouraged vendors to see the great potentia
Zendesk
APRIL 1, 2021
Customer experience is emerging as a critical differentiator, able to drive or destroy brand loyalty. Fifty percent of customers surveyed in the Zendesk Customer Experience Trends Report 2021 said customer experience was more important to them now than it was a year ago. Additionally, 75 percent of respondents said they’d spend more money to buy from businesses that offer a good customer experience.
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The DiJulius Group
APRIL 1, 2021
As police department chief in one of the largest cities in the U.S, Johnny Jennings talks about how he’s leading the new narrative in policing. His vision? To be the Chick-fil-A of police departments – delivering world-class hospitality, earning a genuine thank you, and leaving a positive impression even when they have to enforce the. Read Full Article.
SugarCRM
APRIL 1, 2021
Customer behavior is becoming more complex. As a result, companies need to learn how to meet their customer’s expectations. Today, customers look for flawless experiences in their interactions with brands. The answer to all these expectations is easy-to-use and effective customer service software. . Customer service is an essential part of customer experience (CX), and businesses should invest in software that is solely dedicated to providing exceptional service.
DMG Consulting
APRIL 1, 2021
Question: What does an asynchronous contact center channel mean? Answer: There are two primary categories of channels: Synchronous: A communication that has a defined beginning and end, e.g., a phone call, and depends on real-time back-and-forth responses between the participants Asynchronous: A communication that does not require an immediate response, e.g., an email, where a response can be delayed indefinitely and can be picked up where the parties left off, since the communication’s history
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