Uniphore

JULY 8, 2021

WE'RE HIRING. SALES DEVELOPMENT REPRESENTATIVE. Sales Development Representative. If you thrive in the thrill of the hunt and celebrate gaining the interest and respect of prospective buyers, then we need to talk! We’re seeking a curious, gritty and persuasive professional with sales development experience in the enterprise software space. The right candidate will have a knack for learning a new domain and using that knowledge to nurture and persuade senior stakeholders (Director, VP and C-level

Sales 246

Sales B2B AI Customer Service 246

Inside Customer Service

JULY 8, 2021

What is the right amount of time to spend on training? That's the question a customer service leader recently asked me. He had contacted me with some questions about lesson plans for a training class he was running with his team. The team had gathered to take my Customer Service Foundations course on LinkedIn Learning. It was taking the team 4.5 hours to watch the videos and complete the exercises as a group.

Customer Service 147

Customer Service 147

Fonolo

JULY 8, 2021

Companies use all sorts of metrics and techniques to evaluate their customers’ satisfaction with their products and services. Google reviews, social media activity, and customer service surveys all help companies learn about their customers’ experiences. Contact centers use a few different metrics to measure customer experience. Floor-level metrics assess the efficiency of the contact center’s operations, and include Average Speed to Answer (ASA), Auxiliary Time, Handle Time, and more.

Net Promoter Score 142

Net Promoter Score Contact Center NPS Customer Satisfaction 142

Help Scout

JULY 8, 2021

When starting a company, finding the right customer service tool isn’t always at the top of the priority list; you’re more focused on getting customers and proving out your idea. Then, one day, a customer sends you a question. Then another. And another after that. Eventually, you’re regularly fielding questions from customers and may find it challenging to manage all the incoming requests.

Outlook 113

Outlook Start-ups Customer Service Customer Expectations 113

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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.

Customer Think

JULY 8, 2021

When a person is in search of a new personal trainer, gym, or studio they’re not just looking for someone or a place that will simply collect their monthly payment and be available for questions here and there. For one, they’re looking for a business that is committed to helping them achieve their fitness goals […].

Customer Experience 105

Customer Experience Customer Loyalty Technology Technology 105

Zendesk

JULY 8, 2021

Jeanine Mendez knows all too well that her successful career wasn’t a given. Her family immigrated to the U.S. from Bolivia when she was very young and settled into a low-income community in Rhode Island. “Growing up, I didn’t see a path for myself to college. I was lucky to be able to do career training in high school. I met a mentor, landed in school, and benefited from the supports for first-generation college grads,” she said.

Non-Profits 98

Non-Profits Start-ups Education CX 98

Customer Think

JULY 8, 2021

Introduction Responding to customer queries in the nick of time is the best way to increase your customer service operations. Doing so moves your website visitors down the sales funnel and increases conversion rates much quickly. Channels like chatbots for business and live chat take a brand’s interaction with the customers to the next level. […].

Sales 81

Sales Customer Service Contact Center 81

Totango

JULY 8, 2021

Many of the companies we talk to today all have the same challenge: they are sick and tired of firefighting their customer accounts. Firefighting happens when you don’t have visibility into what is going on in your customer portfolio so you are constantly putting out fires, especially around renewal time. To move away from this pattern, we suggest organizations put in place an early customer warning system that enables their customer success team focus on proactive customer retention.

Invoicing 65

Invoicing NPS Customer Retention Start-ups 65

Customer Think

JULY 8, 2021

Any business with ambitions to target a new international market or regional territory must carefully consider the impact different geographical locations and cultures will inevitably have on its go-to-market (GTM) strategy. Top of the priority list should be an honest assessment of whether the existing proposition is viable in different markets, and every GTM strategy […].

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Lightico

JULY 8, 2021

Document collection is a necessary step in the claims process. It can be time-consuming and difficult, but it doesn’t have to be! There are many document collection tips and tricks in the insurance industry that you might not know, but we want to share them with you! In the 5 tips & tools that we share below, we will discuss document automation, workflow automation, document management systems for document gathering, improving document organization within your insurance company and mor

Artificial Intelligence 52

Artificial Intelligence Compliance Customer Satisfaction Start-ups 52

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

Retail

Customer Think

JULY 8, 2021

By now, it’s difficult to find a modern company without some kind of customer success practice. Even back in 2016, Forrester Research claimed that 72% of businesses list improving customer success as a top priority. According to an article in Forbes, data from LinkedIn showed that the Customer Success Specialist job title is number six […].

Customer Loyalty 75

Customer Loyalty 75

cxservice360

JULY 8, 2021

Keeping your skills up-to-date for the future of work should be the goal of any employee, regardless of what industry they are currently in. Covid-19 has proved just how easily the workforce can be disrupted, and there are numerous disrupting factors that are set to occur over the next few years. The biggest of these. Read more. The post 3 Ways to Keep Your Skills Sharp for the Future of Work appeared first on CXService360 - Customer Service Articles, Stories and more.

Customer Service 52

Customer Service 52

Customer Think

JULY 8, 2021

When it comes to customer onboarding, the common practice is to measure customer satisfaction at the end. While this helps you know the improvements that future onboarding projects require, you miss the opportunity to measure customer sentiment during the process and potentially avoid an unfortunate issue or steer an errant process back on course. The […].

Customer Satisfaction 72

Customer Satisfaction Customer Loyalty 72

Lightico

JULY 8, 2021

Update: Due to the coronavirus outbreak, many of the planned auto finance conferences have been postponed or canceled. Be sure to check the organizer’s website for the latest updates, as the situation is constantly evolving. . Auto Finance events and conferences are a great place to learn more about the innovation of lending in different aspects of the auto finance industry an improve customer experience in auto finance.

Finance 52

Finance Compliance Retail Innovation 52

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.

Voice of the Customer

Customer Think

JULY 8, 2021

If you listen to some CX firms you’d think that their tools/platforms/approaches are panacea cure-alls for everything from the common cold to revealing the meaning of life. I don’t know if they are smoking their own dope or just think that the rest of us are plain stupid. Take, for example, these claims from a […].

Customer Experience 72

Customer Experience CX 72

MyCustomer Experience

JULY 8, 2021

TDr. Graham Hill This is part of a series on 'Rethinking the Service Experience'. Journey design and interaction management are two. 8th Jul 2021. By Dr. Graham Hill Associate Director.

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Customer Think

JULY 8, 2021

Ask any retailer: losing customers is never a good thing. In many ways, this is business 101. To improve the prospects of your company – and the people who work there – while ensuring that an ever-growing customer base exists is a must. The new opportunities presented by the digital business landscape are endless. Where […].

Retail 69

Retail Customer Loyalty 69

Knowmax

JULY 8, 2021

Decision trees for call centers for cost efficiency.

Customer Satisfaction 52

Customer Satisfaction Customer Experience 52

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

Retail

Customer Think

JULY 8, 2021

After more than one year of the pandemic, lockdowns and travel restrictions, one could bet booking the next vacation is top of mind for most people across the globe. With just a few alternatives for so many months, and most of us limiting our vacation plans to browsing online travel sites with the hope to […].

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Knowmax

JULY 8, 2021

5 Must-have call center agent skills.

Customer Experience 52

Customer Experience 52

Customer Think

JULY 8, 2021

Introduction Great customer service is the key to customer satisfaction and online business success. As consumers have moved online yet more, so too have the feedback and “word of mouth” reviews of the past. With over 90% of customers saying that they’re influenced by the reviews they see online before spending money, it’s an element […].

Customer Satisfaction 59

Customer Satisfaction Customer Service Customer Loyalty 59

MattsenKumar

JULY 8, 2021

Publishing user-generated content is one strategy to increase brand familiarity and trust. Even the most well-known firms rely on user-generated content to achieve top rankings in search engines. However, publishing this content carries a risk: you must ensure that users portray your brand in a positive light. The concept of content moderation enters the picture at this point.

Social Media 52

Social Media E-commerce Engineering 52

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

CX

Customer Think

JULY 8, 2021

For my latest article for Top Sales Magazine, I’ve decided to explore the power of three whys and a who.When it comes to complex B2B buying decision journeys, things are rarely straightforward. As Gartner are fond of reminding us, our prospective cus.

B2B 59

B2B Sales 59

Qualtrics

JULY 8, 2021

As organizations around the world look to re-think the experiences they deliver moving forward, we’re excited to announce DesignXM — a powerful new research and testing engine for experience design to help organizations design the experiences people want next. Built on the XM/OS, DesignXM brings end-to-end experience design into a single, powerful platform that empowers you to gather insights quickly, keep a real-time pulse on changes in their market, and react faster than ever.

Machine Learning 26

Machine Learning Engineering Social Media Technology 26

Customer Think

JULY 8, 2021

In a predominantly internet-driven world, it’s no surprise that more and more businesses are choosing to move their activities online. But doing this comes with a lot of associated risks. Web application attacks are on the increase, and there are a whole host of techniques that hackers can use to infiltrate your business platform. While […].

Technology 59

Technology Technology 59

Customer Think

JULY 8, 2021

I have often written in the past about Gig CX not being a replacement for Business Process Outsourcing (BPO) and contact centers. These ideas can co-exist and in many cases we are working with BPOs to create solutions where they build out the heart of a customer service solution and we add the flexibility – […].

CX 59

CX Contact Center Customer Service 59

Speaker: Shaunna Bruton - Associate Director of Product Strategy at Orium | Sam Panzer - Director of Industry Strategy at Talon.One | Frank Passantino - Director of Product Management at Bloomreach

More and more, customers are expecting a better personalized CX. But can retailers actually deliver? Data from McKinsey shows that companies that excel in personalization increase their revenue by 40%, but despite these numbers, retailers struggle to implement customer personalization strategies. So what are the potential solutions? Join us to gain a better understanding of the current retail landscape and learn what you can do to translate personalization strategies into practical implementatio

Retail