Intercom, Inc.

SEPTEMBER 30, 2021

? ?. For Rebecca Egger, the CEO and co-founder of Little Otter , a mental health service designed for children, digital transformation will play a crucial role in scaling healthcare. That approach is already being rewarded and recognized – Rebecca was recently named on Inc Magazine’s influential Female Founders 100 list for 2021. Rebecca has a background in astrophysics and computer science and spent many of her formative years looking at gamma-ray bursts and supernovas, but eventually, e

Healthcare 223

Healthcare Start-ups Artificial Intelligence AI 223

Inside Customer Service

SEPTEMBER 30, 2021

Many trainers are familiar with the acronym KSA. It stands for the three things that training can develop: Knowledge Skills Abilities Training can help improve performance if someone lacks one of those three things. Knowledge is generally understood as information, such as the steps in a procedure or different product attributes. But what about skills and abilities?

Customer Service 147

Customer Service 147

Shaun Belding

SEPTEMBER 30, 2021

People who are self-absorbed, narcissistic and either oblivious or uncaring about the people around them don't last very long in a customer service environment. Shaun Belding | www.beldingtraining.com. Shaun Belding: Author, Entrepreneur, Speaker - Keynote speaker and customer service blog.

Customer Service 140

Customer Service 140

Fonolo

SEPTEMBER 30, 2021

Efficiency is important to every business, but in a call center, it directly impacts your success. While efficiency can be difficult to quantify, adherence reporting can help you gain insights on the effectiveness of your team’s daily activities. Adherence is the biggest factor in achieving ROI from a workforce management perspective. Call center managers want to ensure that overall agent performance is meeting service levels, and that agents are working when and where they’re needed

Technology 136

Technology Technology 136

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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.

Uniphore

SEPTEMBER 30, 2021

Recognizing and rewarding employee excellence has always been important for business success. But doing so now is absolutely critical, with competition for the best talent at an all-time high. And, with National Customer Service Week taking place between October 4-8, there’s no better time to reflect on customer service agents’ role in building a successful company and what constitutes good reward and recognition.

Contact Center 100

Contact Center Gaming Customer Service Customer Satisfaction 100

Heart of the Customer

SEPTEMBER 30, 2021

This is the first in a three-part series that explores critical questions CX leaders should be asking – and able to answer. There will be some overlap between B2C, B2B, and B2B2C issues, but I want to address each audience individually – starting here with B2C. One thing I’ve notice over years of talking with […]. The post 10 Questions for B2C CX Leaders appeared first on Heart of the Customer.

B2C 103

B2C CX B2B Customer Experience 103

Aquire

SEPTEMBER 30, 2021

In this digital era, ecommerce has become the most preferred shopping method for many people. The trend of ecommerce is continuously rising and it is showing no sign of slowing down. Online shopping is changing the way people purchase items. So to stay ahead of the competition it is necessary that you implement live chat for ecommerce to improve customer experience and drive more sales.

Sales 98

Sales E-commerce Social Media Customer Retention 98

Help Scout

SEPTEMBER 30, 2021

It’s possible to deliver higher volumes of customer service at a consistently high level of quality — here's how.

Customer Service 124

Customer Service 124

Customer Think

SEPTEMBER 30, 2021

Lead generation is the process of assessing and/or attracting initial interest in a company’s product or service. This then increases sales down the line. Sales prospecting is different. It involves engaging directly with the individual to move them closer to a sale. Both are aspects of the sales process, but they differ in many respects […].

Sales 94

Sales 94

MyCustomer Experience

SEPTEMBER 30, 2021

CWhat better way to spend CX Day 2021 than to deepen your knowledge and understanding of the very discipline that we're celebrating - and. 5th Oct 2021. By Neil Davey Managing editor.

CX 52

CX 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

SEPTEMBER 30, 2021

Online shopping has many advantages and has slowly emerged to become a much-preferred way of purchasing products for most people. With the ability to buy things with a few clicks and receive your order at your doorstep within a few days, it is no wonder that the number of online purchases has increased over the […].

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Lightico

SEPTEMBER 30, 2021

If talent acquisition wasn’t already challenging enough before the COVID era, high transmission rates and proliferation of new variants have made human resource planning a moving target for financial institutions and lenders worldwide. . This mass confusion is entirely understandable — Many traditional banks have been determined to bring employees back to offices and branches.

Contact Center 52

Contact Center Innovation 52

Customer Think

SEPTEMBER 30, 2021

Image Source In modern business, building solid and lasting customer relationships is all about delivering a great experience at every stage of the customer sales funnel. From awareness to loyalty, your prospects’ trust can be won or lost. Have you equipped yourself with enterprise-level SEO to drive traffic to your site at the awareness stage, […].

Sales 82

Sales Customer Relationship 82

Aquire

SEPTEMBER 30, 2021

Does your business focus more on customer acquisition or customer retention? The most common answer is acquisition but the focus should be on retention. With the right customer retention strategies, you can ensure steady revenue and avoid losing market share to competitors. To get you started, we’ve outlined 10 popular customer retention strategies that the big brands are using to keep their customers coming back for more.

Customer Retention 52

Customer Retention Customer Acquisition Start-ups Customer Satisfaction 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

SEPTEMBER 30, 2021

Terminus CDP is purpose-built for B2B marketing, providing accurate and trusted buying committee data so customers can connect directly with key decision makers at target accounts.

B2B 52

B2B 52

The DiJulius Group

SEPTEMBER 30, 2021

How do you get your customers to come back to you again and again? If you’re thinking about loyalty points, think again. According to Shep Hyken, customer service expert and author of I’ll Be Back: How to Get Customers to Come Back Again and Again, there are six steps you can take to design and. Read Full Article. The post I’ll Be Back! – How to Get Customers to Come Back Again and Again appeared first on The DiJulius Group.

Customer Service 52

Customer Service Customer Experience 52

Hodusoft

SEPTEMBER 30, 2021

Benefits of Contact Center Software for Healthcare Industry. The COVID-19 pandemic has affected every aspect of our life. Healthcare was among the first to bear the brunt, with the sudden spike in call volumes. The demand for contact center software shot up considerably. According to Gartner , over 40% of customer service and support leaders experienced increased service contact volumes compared to original 2020 projections due to the pandemic. .

Contact Center 52

Contact Center Healthcare Hospitality Hospitality 52

The DiJulius Group

SEPTEMBER 30, 2021

In the 2021 State of Customer Service, Five Star Call Centers discusses the post-pandemic effects on the customer service industry. By Joel Sylvester, Chief Marketing Officer, Five Star Call Centers Each year, Five Star Call Centers shares the State of Customer Service to shed light on trends and insights that impact the customer service industry. Our team.

Customer Service 52

Customer Service 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

DMG Consulting

SEPTEMBER 30, 2021

The Contact Center WFO Market Is Transforming. August 5, 2021 Donna Fluss. View this article on the publisher’s website. The contact center workforce optimization (WFO) suite market, also known as the customer engagement management (CEM) segment, has a 20-year history of executing well in both good and weak economies. The market performed as expected during the COVID-19 health crisis in calendar year 2020.

Contact Center 48

Contact Center CEM CRM Finance 48

MyCustomer Experience

SEPTEMBER 30, 2021

BTTEC EMEA recently published a white paper exploring The Next Normal - how to build back better customer relationships after the pandemic. 30th Sep 2021. By Wayne Kay Regional VP of Sales.

Customer Relationship 59

Customer Relationship Sales 59

SugarCRM

SEPTEMBER 30, 2021

Most buying journeys start online, with a general web search, specific vendor websites, or review sites as the first resources buyers use to inform themselves about their purchases. The Content Marketing Institute found that 7 out of 10 customers like brands’ articles more than ads. As a visitor, you expect relevant content that speaks directly to your industry needs.

E-commerce 49

E-commerce Finance Engineering Education 49

MyCustomer Experience

SEPTEMBER 30, 2021

RI have just finished reading the 6th edition of this report (published by CX Network ) and I can recommend it to those CX leaders looking. 30th Sep 2021. By Peter Dorrington Co-Founder and Chief Strategy Officer.

CX 40

CX 40

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

Beyond Philosophy

SEPTEMBER 30, 2021

One of our podcast listeners wrote to us with a problem. I am sharing it today because this problem seems like some of you could also share it. Our listener wants help convincing his team that using a free trial will help sales. We think that it might, and here’s why. . Let me begin by explaining the theory behind why we think it will. In the behavioral sciences, there is something called the Endowment Effect.

Sales 78

Sales Start-ups Retail Social Media 78

MyCustomer Experience

SEPTEMBER 30, 2021

WOne of our podcast listeners wrote to us with a problem. I am sharing it today because this problem seems like some of you could also share. 30th Sep 2021. By Colin Shaw Founder & CEO.

Sales 52

Sales 52

MyCustomer Experience

SEPTEMBER 30, 2021

RFor many retailers with multiple stores, the gold standard for customer experience was always based on being able to guarantee exactly the. 30th Sep 2021. By Emma Newman Client Success Director.

Customer Experience 52

Customer Experience Retail 52

MyCustomer Experience

SEPTEMBER 30, 2021

BTTEC EMEA recently published a white paper exploring The Next Normal - how to build back better customer relationships after the pandemic. 30th Sep 2021. By Wayne Kay Regional VP of Sales.

Customer Relationship 52

Customer Relationship Sales 52

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