Callminer

JANUARY 26, 2021

See how maintaining contact center compliance requires cooperation between CCOs, contact center agents and an entire organization.

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Contact Center Compliance 334

Intercom, Inc.

JANUARY 27, 2021

Built to help brands connect with their customers in more meaningful ways, Typeform is an interactive survey platform with a vision to create a world of more personal business relationships. Focused on realizing that vision by empowering and supporting their customers is Christine Werner, Typeform’s Senior Director of Customer Success. This is the fifth in a recurring series of articles looking at how modern support leaders are navigating the support landscape as it continues to evolve.

Close the Loop 165

Close the Loop Machine Learning Start-ups Customer Relationship 165

Fonolo

JANUARY 28, 2021

Looking for a secret weapon to improve customer perception? Chances are, you already have one in your arsenal. An unsung hero of the contact center, managers are typically known for overseeing daily operations. However, these individuals hold a lot of value and knowledge by virtue of their position, and often, their resources remain untapped and underutilized.

Contact Center 175

Contact Center Customer Satisfaction CX Sales 175

eglobalis

JANUARY 27, 2021

Customer Experience and Adoption The Impact of Technology Change Requests. The post Customer Experience and Adoption: The Impact of Technology Change Requests appeared first on Eglobalis.

Technology 171

Technology Technology Customer Experience Customer Relationship 171

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Customer Service Life

JANUARY 25, 2021

Image by Andrzej Rembowski from Pixabay. In a household with three elementary age boys, it may not come as a surprise that we’re inundated with Legos. In fact, I’m pretty sure I could build an addition onto my house just using Legos. My wife, however, threw me a curveball this year when she asked for a Lego set for Christmas. But not just any Lego set.

Customer Service 136

Customer Service Contact Center Customer Experience 136

Myra Golden Media

JANUARY 27, 2021

Here are four things you can do to move your chat interactions along faster. One. Check for understanding early on and as often as it takes. Don’t assume you understand what the customer is saying. Just ask the customer what they mean. Like this: “You’re asking me how your employees can add an avatar to their eLearning profile, correct?

Customer Experience 127

Customer Experience 127

The DiJulius Group

JANUARY 27, 2021

It is the Service Stupid | How one company increased profit by $400k a month by improving customer experience 4 Quick Tips to Help you Make Price Irrelevant 1. It is the Service Stupid A small number of companies have now redefined what customers expect from brands. In short, the most successful companies in the. Read Full Article. The post Want to Know the Secret?

Customer Expectations 119

Customer Expectations Customer Experience Customer Service 119

Fonolo

JANUARY 26, 2021

Virtual queuing and automated call-backs may seem like new technology, but companies have just been holding out on you. Virtual queuing technology has a long history. 5 Amazing Reasons to Add Virtual Queuing to Your Call Center. Before there were call-backs and virtual queueing , companies just picked up the phone when you called. That was all a long time ago, and it didn’t last very long.

Technology 108

Technology Technology Legal Start-ups 108

Kate Nasser

JANUARY 24, 2021

If you want future sales revenue, start w/ providing great customer service today. True illustration fr Kate Nasser The People Skills Coach™. The post Tomorrow’s Sales Revenue Starts w/ Today’s Customer Service | #CX appeared first on KateNasser.com.

Sales 109

Sales Customer Service CX 109

DMG Consulting

JANUARY 29, 2021

Question: What are the mobility capabilities of WFM solutions? Answer: Remote workers, whether performing their job responsibilities off-site temporarily as a result of the pandemic, or agents who regularly rotate between home and contact center locations, as well as dedicated work-at-home employees, depend on mobility to help them effectively and efficiently perform their jobs anytime, anywhere.

Contact Center 101

Contact Center Customer Experience 101

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

Beyond Philosophy

JANUARY 23, 2021

We recently spoke to Customer Experience experts who shared an interesting insight. They all say they wish people understood that there was no one thing to do, no silver-bullet-solution for Customer Experience. We couldn’t agree more. We believe that the best way to improve Customer Experiences is to do a lot of little things that add up to significant improvements.

Customer Experience 89

Customer Experience Management Consulting CX 89

Customer Bliss

JANUARY 28, 2021

Today’s guest post is from Donald Hicks , a Silicon Valley tech executive, industry thought leader, consumer experience architect, and operations veteran whom I had the pleasure of interviewing recently. Donald was a guest on the live-streaming video version of my podcast ( click here to view it on LinkedIn ). Be sure to subscribe here to get this episode delivered straight to your inbox in a few weeks when it airs.

CX 101

CX Touchpoint Engineering Technology 101

Steven Van Belleghem

JANUARY 27, 2021

Did you know that Netflix made more than 1 million trailers for Narco’s? Netflix’ YouTube campaign for the Narcos series was built to generate a personalized video based on three segments, namely: sports, business and local events. The commercials were played as pre-roll commercials on YouTube. When a consumer searched for sports or business topics, he or she would receive a personalized version of a Narcos pre-roll ad based on his or her search query.

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Sports Customer Experience Retail Sales 98

Zendesk

JANUARY 25, 2021

In the last few years, Instagram has really grown up. The brainchild of Facebook originally hit the social media scene in 2010 as a quirky platform to share photos. But in the past decade, it’s blossomed from artsy little sister to super-hot marketing powerhouse. Today, Instagram has grown to be one of the most popular social media platforms, with 1 billion active users a month.

Social Media 97

Social Media Customer Service CRM Start-ups 97

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

Totango

JANUARY 26, 2021

Being proactive about churn prevention provides an antidote to customer attrition. Utilizing technology makes it one of the easiest ways to keep more customers. Read on to learn what churn is, how an attrition analysis can help you pinpoint why you’re losing customers, and what steps you can take to prevent customer churn. What Is Churn Rate and How Does It Relate to Customer Retention?

Customer Retention 89

Customer Retention Customer Expectations Start-ups Sales 89

Heart of the Customer

JANUARY 27, 2021

Far too many companies with CX programs cannot show that they are making a difference to the business. This prevents them from being included in decision making and contributing to the health of their companies. There’s a solution to this problem: customer health dashboards. Customer health dashboards are foundational to measuring and improving (and proving!

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CX Customer Journey Map Customer Experience 78

Customer Experience Matrix

JANUARY 27, 2021

Yesterday brought news that CDP Exponea had been purchased by ecommerce recommendation engine Bloomreach. The deal almost exactly parallels last year’s merger between RichRelevance and Manthan, as well the smaller-scale combination of CrossEngage with Gpredictive. It also recalls other recent CDP acquisitions including Acquia buying AgilOne, Chapsvision buying NP6, SAP buying Emarsys, and Wunderkind buying SmarterHQ.

Construction 90

Construction Predictive Analytics Engineering Retail 90

ClientSuccess

JANUARY 25, 2021

For most customer success departments, the internal department you work closest with and most often is definitely sales. And, for as much as you work to make customer success an organization-wide effort, your department leaders and/or executives are most likely the ones spearheading this initiative, leaving CSMs themselves free to deal with customer-focused tasks.

Customer Retention 81

Customer Retention Sales 81

Speaker: Blackberry, OSS Consultants, & Revenera

Software is complex, which makes threats to the software supply chain more real every day. 64% of organizations have been impacted by a software supply chain attack and 60% of data breaches are due to unpatched software vulnerabilities. In the U.S. alone, cyber losses totaled $10.3 billion in 2022. All of these stats beg the question, “Do you know what’s in your software?

Technology

Totango

JANUARY 29, 2021

When your product directly helps your customers achieve their goals, your brand wins their loyalty. Playbooks for customer success managers help drive processes that promote winning client outcomes. Building automation into playbooks helps the customer success team produce repeatable, winning results for clients at every stage in their customer journey.

Scorecard 79

Scorecard NPS Gaming Sales 79

Kerry Bodine

JANUARY 23, 2021

Amazon tells me that I last purchased Tony Hsieh’s book Delivering Happiness on August 26, 2010. The timing was fortuitous. I had recently moved back to San Francisco and, after a less-than-fulfilling detour into the world of marketing and advertising, was doing some soul searching about my next career move. I also had a trip to New York City scheduled for the following week.

Retail 71

Retail Customer Experience 71

Kate Nasser

JANUARY 24, 2021

If you want future sales revenue, start w/ providing great customer service today. True illustration fr Kate Nasser The People Skills Coach™. The post Tomorrow’s Sales Revenue Starts w/ Today’s Customer Service | #CX appeared first on KateNasser.com.

Sales 71

Sales Customer Service CX 71

DMG Consulting

JANUARY 29, 2021

2021: The Year of the Contact Center. 2021 is off to a rocky start as countries struggle to roll out the vaccines needed to combat the COVID-19 pandemic. Human ingenuity will triumph over adversity and ineptitude. If scientists around the world could develop a series of vaccines for a previously unknown virus in less than 9 months, governments should be able to figure out how to distribute and administer it efficiently, though this is a complex logistics and distribution challenge for which ther

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Contact Center Text Analytics Entertainment Finance 62

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JUST RELEASED! New research reveals 92% of business leaders would like to provide additional training to their customer service representatives. Soft skills training stands out as a priority area of investment and/or improvement. Check out The Northridge Group’s latest CX research report —the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall exper

CX

Provide Support

JANUARY 26, 2021

The post First five steps to start selling online appeared first on Provide Support Blog.

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TeamSupport

JANUARY 26, 2021

This blog series aims to break down the main principles of the new comprehensive study of the Support industry that is now available for download. The 2021 Customer Support Transformation report examines current trends in Support delivery and offers tangible guidance for Support and Service professionals to meet growing expectations of both customers and company executives.

B2B 64

B2B Omnichannel Sales Technology 64

Astute

JANUARY 27, 2021

As Astute’s new Chief Marketing Officer, my mission is clear: Build a high-performing team focused on driving the company’s primary goal of creating infinite loops of customer experiences. The post Mission Critical: It’s Time to Bridge the Customer Experience Gap appeared first on Astute.

Customer Experience 63

Customer Experience 63

Comm100

JANUARY 29, 2021

By now, you likely already know. You know that the best AI chatbots reduce operational costs and provide cost effective 24/7 availability. You’ve read it before. You’ve seen chatbot examples. Maybe you even calculated the ROI your specific company can generate by using chatbots. Now it’s time to take the next step – choose the best chatbot platform for your website and significantly improve your customers’ and agents’ experiences.

AI 52

AI Technology Technology Artificial Intelligence 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

RateMyService

JANUARY 27, 2021

Our powerful and secure integrations allow you to seamlessly automate your voice of the customer program. How it works Use the survey builder to collect customer, employee, brand or even product-related feedback. Setup the integrations with your SMS provider and your applications. This can include your CRM, ERP, data warehouses, eCommerce platforms and many more.

CRM 52

CRM Voice of the Customer Customer Feedback Customer Service 52

Confirmit

JANUARY 27, 2021

Many organizations strive to create positive customer and employee experiences – but implementing the right approaches and driving action can be a challenge. The Confirmit ACE Awards capture those organizations who are meeting that challenge to take customer and employee relationships to the next level. But how can winning an ACE Award help your organization?

Voice of the Employee 52

Voice of the Employee Voice of the Customer 52

The Customer Service Blog

JANUARY 26, 2021

National Savings and Investments (NS&I) have been condemned for their shoddy customer service by the Government’s Treasury Committee. Investments managed by NS&I (which includes Premium Bonds and various other savings accounts) are guaranteed by the Treasury, and help to raise money for the government. They were previously known as the Post Office Savings Bank and also National Savings.

Non-Profits 52

Non-Profits Government Customer Service Customer Retention 52

Doing CX Right

JANUARY 23, 2021

Stacy Sherman provides actionable CX tips that you can do right now. Listen to her recorded interview with Sean Smith at Stories2021 event. The post Actionable CX Tips From Story2021 Event appeared first on Doing CX Right.

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CX 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