Fonolo
OCTOBER 12, 2021
Traditional call center environments are often busy, fast-paced environments, but it doesn’t need to be that way. Conversations around call center optimization often focus on technology, training, and metrics, but call center workforce optimization also includes the physical elements of your operation. The physical environment in your call center can be just as impactful as the technology you use.
Customer Think
OCTOBER 12, 2021
Why are emotions so important when it comes to content marketing? If you scroll through your social media feed at any time, you’ll notice that most content that catches your eye has an emotional aspect to it. When done well, emotionally compelling content can result in increased dwell time and heightened levels of user involvement […].
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
The DiJulius Group
OCTOBER 12, 2021
The statistics are alarming: A record-setting 1 million job openings in the US 5 million workers quit just in quarter 2 of this year 41% of the global workforce would consider leaving their current employer within the next year 54% Gen Z’s are considering quitting A Professional Awakening For so many, the pandemic has been. Read Full Article. The post Stop Calling it a Labor Shortage—It is a Turnover Crisis appeared first on The DiJulius Group.
Customer Think
OCTOBER 12, 2021
The importance of customer engagement in ecommerce businesses has grown manifold ever since the expansion of technology. The new-age customers have a plethora of options for anything and everything. That is why for the steady growth of the ecommerce business, a high-end customer engagement strategy is essential. Over the years and more importantly, we have […].
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.
Uniphore
OCTOBER 12, 2021
Imagine you walk into a room or join a Zoom call late and two people are already in the middle of a conversation. While you can easily understand the words they are speaking, you don’t have any context to help you figure out the meaning of what they are saying. You don’t know anything about what or how much has already been said. What happens next could lead to a serious misunderstanding if you make wrong assumptions about the topic, the situation, and how the participants feel about what they a
Customer Think
OCTOBER 12, 2021
Source: Pixabay photo by Erico Ericojr Too many salespeople and business owners let customers put them in a shootout at the price corral. When you and your competitors all uncover the same needs and offer similar solutions and benefits, you leave the customer no choice but to treat all these offers like they were commodities. […].
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Customer Think
OCTOBER 12, 2021
by Susan Preiss in Customer Experience, Customer Service Trends, Susan Preiss As the Vice President of Client Services for Blue Ocean, I am fortunate to work with a wide variety of companies. Clients of all types turn to our company to make sure the.
Sprinklr
OCTOBER 12, 2021
We talk a lot about CXM on this podcast, which makes perfect sense — it is the “Unified-CXM Experience” podcast, after all. But it occurred to me recently that we might not be on the same page when it comes to understanding the nuances of CXM. So, in an effort to achieve total CXM harmony, we’re going back to basics. See all CXM Experience podcasts.
Customer Think
OCTOBER 12, 2021
This is the second of three posts discussing some of the B2B-specific findings of the August 2021 edition of The CMO Survey. I included a detailed description of the survey in my first post, so I won't repeat that description here. The "Part 1" post.
Sprinklr
OCTOBER 12, 2021
In early 2021, Apple announced new data privacy and tracking changes within the iOS 14 release, making it clear that an advertiser’s wider marketing ecosystem is more important than ever. Tracking and attribution changes created immediate changes to advertisers’ day-to-day activities, directly influencing KPIs and campaign metrics. Most notably, advertising data has become more: Restricted — Due to the rollout of Apple’s iOS 14, advertisers no longer have the ability to identify or track users w
Advertisement
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.
Shep Hyken
OCTOBER 12, 2021
Beyond Happiness. How Authentic Leaders Lead with Happiness and Humanity. Shep Hyken interviews Jenn Lim, CEO of Delivering Happiness and the author of Beyond Happiness: How Authentic Leaders Prioritize Purpose and People for Growth and Impact. They discuss how leaders can adapt to the new workplace by being authentic and aligned with their purpose.
Customer Think
OCTOBER 12, 2021
Trust needs to be earned, and there are only a few ways you can earn a customer’s trust online. There are even fewer ways to earn trust before someone becomes a customer. Instant trust is rare; however, it’s not impossible. Statistics published by Oberlo show that 81% of consumers need to trust a brand before […].
MyCustomer Experience
OCTOBER 12, 2021
HThe onboarding of digital technology is only one piece of the customer experience (CX) jigsaw. To truly put customers at the heart of their. 22nd Oct 2021. By Matt Conner Chief Growth Officer.
Customer Think
OCTOBER 12, 2021
As a preface, my friend, Hank Barnes, wrote me saying he and several others are declaring October 12 as “World B2B Pet Peeve Day.” He asked me to contribute a post commemorating this occasion. I struggled a moment. Regular readers know that I write a lot about “pet peeves.” Whether it’s bad prospecting, [.]. The post “The Joy Of Selling…,” Have We Lost It?
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.
Sprinklr
OCTOBER 12, 2021
In early 2021, Apple announced new data privacy and tracking changes within the iOS 14 release, making it clear that an advertiser’s wider marketing ecosystem is more important than ever. Tracking and attribution changes created immediate changes to advertisers’ day-to-day activities, directly influencing KPIs and campaign metrics. Most notably, advertising data has become more: Restricted — Due to the rollout of Apple’s iOS 14, advertisers no longer have the ability to identify or track users w
ClientSuccess
OCTOBER 12, 2021
As a CSM, you spend countless hours in customer meetings, communicating with customer contacts, and engaging with internal and external resources. There is no doubt that one of the most critical required skills for any CSM is to be a good communicator. But connecting with your customers on a deeper level requires more than just knowing how to explain complex products in detail.
Customer Think
OCTOBER 12, 2021
Is there a way to quantify digital transformation? For enterprises, it is an easy yes. More the number of redundant, repetitive processes they can automate to achieve business gains, more is the extent of digital transformation. The pertinent question however is – What are the challenges that hold back organizations from realizing enterprise-wide process management […].
MyCustomer Experience
OCTOBER 12, 2021
BStorytelling is a crucial skill to "sell" insights internally, but it comes with a risk. Storytelling makes it irrelevant to produce true. 12th Oct 2021. By Frank Buckler CEO.
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.
cxservice360
OCTOBER 12, 2021
Customers are constantly evolving and their behaviours has been significantly impacted on by the COVID-19 pandemic. Now more businesses are working hard to keep a pulse on their customers to better understand their needs. In doing this, they strategically reposition their operations, product, services as well as the processes to meet those needs. Customer feedback.
MyCustomer Experience
OCTOBER 12, 2021
DIt’s well-documented that the online shopping space has become even more competitive over the course of the pandemic. In fact, figures from. 13th Oct 2021. By Fran Quilty.
Customer Think
OCTOBER 12, 2021
New Investment Will Fuel Continued Growth and Expand SupportLogic's AI-Based Platform That Improves the Customer Support Experience.
Help Scout
OCTOBER 12, 2021
We’re excited to announce major updates to our Messages product. Learn how to deliver proactive support with Help Scout's targeted messages.
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
Zendesk
OCTOBER 12, 2021
Sales technology has come a long way from the Rolodex and the post-it note. Sales teams can now connect with leads and clients in more ways than ever before, from emails to phone calls to video conferences. All that constant communication is made possible in part by Customer Relationship Management (CRM) technology. Sales reps use CRM systems to capture every interaction, keep contact info up to date, and manage accounts of all sizes.
Logicalware
OCTOBER 12, 2021
Quality assurance is an essential part of running a contact centre. With two-thirds of companies now competing on customer experience alone, quality assurance enables contact centres to ensure they’re continuously delivering consistent, compliant and high-quality customer service [1]. So how does it work? What does a good quality assurance process look like?
Intercom
OCTOBER 12, 2021
As a support leader, you already know how important it is to take care of your customers – but it’s just as important to take care of your support team. The rise of automation and bots has led to some seismic changes in the career landscape for many support professionals and support leaders have had to rethink the role and structure of their teams. Being able to leverage both automated and human support has led to some incredible advancements, allowing companies to scale their support and delive
SugarCRM
OCTOBER 12, 2021
Marketing technology moves fast. As it advances, we need to make sure we’re up to date with the latest trends and developments. While some of these trends are simply fads that fade away, others are serious game-changers. Marketing automation and predictive analytics are among those game-changers. Marketing automation has been around for a while now.
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
Waypoint Group
OCTOBER 12, 2021
I don’t mean to be negative but I suspect you (and your colleagues) are guilty of driving churn. How many of these things are your company doing? Are you single-threading (i.e. generally working with one primary point of contact) in an account? And then, when that person (inevitably) changes jobs you’re scrambling… yes? Are you ignoring feedback by not closing the loop with what your customers are telling you in your NPS surveys?
SugarCRM
OCTOBER 12, 2021
It’s time to showcase all the latest and greatest coming to SugarCRM! The Q4 2021 release of Sugar enables greater productivity and increased automation when using our platform. That means fewer clicks, faster insights, and more time doing what you love! data-secret="4j8xFuGQkb" frameborder="0" scrolling="no" width="500" height="281">. As we talk with customers, the overarching need we hear is getting more done with less time.
Expert insights. Personalized for you.
147 
Let's personalize your content