eGain Blogs

OCTOBER 29, 2021

KMWorld Connect 2021 is happening as a virtual conference, for the second year in a row. While it is disappointing to not be able to meet our peers, colleagues, and experts in person, an online event does give us the flexibility to attend and switch between as many sessions as we like! What is KMWorld Connect 2021?

Connections 93

Connections Conference Innovation Customer Engagement 93

CSM Magazine

JANUARY 17, 2024

This communication format gained huge traction following the COVID-19 pandemic where remote working became the need of the hour. They incorporate live streaming, visual content management, hosting, analytics, security features and more. How Can Enterprise Video Platforms Transform Communication?

Video 52

Video Communication Training Social Media 52

Totango

JUNE 30, 2020

Communication during a crisis is about protecting your core asset, your customers. Retaining those customers will require efficient, high-value communication between you and your customers. Retaining those customers will require efficient, high-value communication between you and your customers. Retune Internal Communication.

Communication 126

Communication Strategy Metrics Customer Retention 126

BirdEye

NOVEMBER 10, 2023

Genesis Counseling Center faced this challenge head-on and embraced the power of AI for reputation management to manage its customer communications. A remarkable transformation in how they communicate and connect with their patients. Birdeye Webchat helps accelerate connections. My name is Rebecca Colwell.

Communication 58

Communication Chatbots Conference Customers 58

Gainsight

JUNE 23, 2020

My career in events started back in 2008 as a sales associate supporting sponsorship fulfillment. I fell in love with the nitty-gritty details of my job so I ventured out of sponsorship fulfillment and dove right into event management. Time was of the essence, and our message to the CS community would be key.

Hotels 88

Hotels Connections Travel Engagement 88

Oracle

JANUARY 28, 2021

Looking for customer experience virtual events information for 2021? We’ve compiled a CX professional’s guide to virtual events to continue to keep you up-to-date, in-the-know, and ever-smarter this year. Bookmark this page and check back as we update event information throughout the winter and spring months ahead.

Customer Experience 76

Customer Experience B2B Conference Advertising 76

ECXO

NOVEMBER 9, 2023

The European Customer Experience Organization (ECXO) is Proud to Present Karen Jaw-Madson – Innovator in ‘Culture Your Corporate Culture’ speaking about Connecting Culture, CX and EX for Impact When? She believes integrated, customer-centric communication and strategic tech ensure secure, future-proof contact centers.

Culture 52

Culture Connections Contact Center Leadership 52

CSM Magazine

APRIL 7, 2021

Companies and individuals alike had to scramble to find new ways of communicating with each other during lockdowns. Remote working has forced virtual communication to rapidly expand and improve to keep up with the increased need. We took a look at some of the top ways that you can run a successful event.

Company 52

Company Tips Meeting Interaction 52

Calabrio

JUNE 30, 2020

contact center managers saw customers expecting to connect and communicate with customer service teams in more ways than simply voice. manager respondents observed that customers want all interactions with customer service teams—including digital ones—to be infused with more emotional empathy. It’s about connection.

Contact Center 219

Contact Center Omni-Channel Connections Communication 219

NobelBiz

FEBRUARY 22, 2023

Website, email, social media, SMS, instant messaging, and mobile applications: the evolution of communication channels over the last two decades has increased the number of available points of interaction between businesses and their consumers. For the contact center industry, customer relationships management has also dramatically shifted.

Contact Center 52

Contact Center Communication Social Media Omni-Channel 52

NobelBiz

FEBRUARY 22, 2023

Website, email, social media, SMS, instant messaging, and mobile applications: the evolution of communication channels over the last two decades has increased the number of available points of interaction between businesses and their consumers. For the contact center industry, customer relationships management has also dramatically shifted.

Contact Center 52

Contact Center Communication Social Media Omni-Channel 52

Alliance by IFS

APRIL 10, 2019

Today’s business back-office users are highly connected to information through multiple channels, relying on field service management (FSM), customer relationship management (CRM), enterprise resource planning (ERP), and other software platforms to drive effective customer communications and operate the business.

Connections 91

Connections Data Multi-Channel User Experience 91

SmartMessage Blog

JUNE 6, 2023

The secret of success in the world of marketing is good communication with the target audience. Marketing activities without a strong communication strategy are far from producing the expected results. What is Marketing Communication? What Are the Characteristics of Marketing Communications?

Communication 52

Communication Marketing How To Multi-Channel 52

Experience Investigators by 360Connext

JANUARY 18, 2022

And customer experience management requires a thorough approach to training and education for all employees. And that training can feel tactical and task-driven, like explaining how to track customer records in a Customer Relationship Management (CRM) platform. I tend to agree. The Common Method of Customer Experience Training.

How To 378

How To Customer Journeys Culture Training 378

TechSee

AUGUST 14, 2023

They are “the ones to watch” and we recommend you follow them on Linkedin, Twitter, or YouTube or try meeting them at key industry events. Skilled in leading high-performing teams and utilizing customer insights to drive improvements, Agnes works on unique ways to build customer loyalty through community programs and events.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

SmartMessage Blog

JUNE 1, 2023

The secret of success in the world of marketing is good communication with the target audience. Marketing activities without a strong communication strategy are far from producing the expected results. What is Marketing Communication? What Are the Characteristics of Marketing Communications?

Communication 40

Communication Marketing How To Multi-Channel 40

LoyaltyPlus

FEBRUARY 18, 2019

Connect, communicate and reward – loyalty should earn more than points. However, it extends to a host of electronic mechanisms like the internet, smartphone apps, tracking and communication beacons, electronic kiosks and social media. LoyaltyPlus advises on what constitutes an effective loyalty programme strategy.

Loyalty 40

Loyalty Communication Connections CRM 40

LoyaltyPlus

FEBRUARY 18, 2019

Connect, communicate and reward – loyalty should earn more than points. However, it extends to a host of electronic mechanisms like the internet, smartphone apps, tracking and communication beacons, electronic kiosks and social media. LoyaltyPlus advises on what constitutes an effective loyalty programme strategy.

Loyalty 40

Loyalty Communication Connections CRM 40

Kustomer

DECEMBER 17, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Sioban Massiah from Twitter to discuss the Power of Connection and how to retain customer loyalty. Learn how Sioban connects with customers by listening to the podcast below. Growing Your Connection to Retain Business.

Connections 80

Connections Conference Loyalty Survey 80

ProProfs Chat

MAY 6, 2020

Though there is nothing wrong with the rise in the popularity of remote working, managing remote teams makes the job of a manager challenging. But then again, is managing remote teams similar across various departments? What makes managing a remote customer service team so daunting? How Do You Motivate a Remote Team?

Tips 108

Tips Management Customer Service Video 108

Totango

SEPTEMBER 15, 2020

Your communication with your customer is the force multiplier that can unlock the full potential of your product. Use Data-Driven Communication. The more meaningful communication you have with your customers, the better your relationship will be. Use Data-Driven Communication. Define and Standardize Engagement Plans.

Communication 70

Communication Engagement Net Promoter Score Competitive Advantage 70

BirdEye

FEBRUARY 21, 2023

Social media has completely changed the way we communicate and connect with one another over the past two decades. It’s especially important for local businesses looking to connect with their communities and grow their customer base. It’s an essential part of our everyday lives, and there are no signs it’s slowing down.

Social Media 98

Social Media Management Multi-Channel Analytics 98

Totango

MAY 11, 2021

Stakeholder engagement and management is critical for customer retention. Here’s how to plan an effective stakeholder management strategy and track your performance. A well-designed stakeholder engagement and management strategy includes two key components: An action plan for promoting stakeholder engagement. Legal advisors.

Engagement 85

Engagement Strategy Management Net Promoter Score 85

Russel Lolacher

APRIL 17, 2023

In this episode of Relationships at Work, Russel chats with communications expert and candour advocate Lisa Bloch on intentionally bringing candour into workplace communications. She is the Senior Director of population health communications at Mount Sinai Health System. Was there any follow up from that email? I think he was.

Communication 52

Communication How To Leadership Meeting 52

Totango

NOVEMBER 16, 2023

But, oftentimes, managing and documenting these customer interactions—especially cross-functionally among global and remote teams—can be challenging and time-consuming. Just started using it and am excited to see Touchpoint Templates available soon.” — Shona Fenner, Senior CX Operations Manager at Petdesk Not a Gmail user?

Customer Success 108

Customer Success Touchpoint Meeting Interaction 108

SurveySensum

AUGUST 1, 2023

Building Lasting Connections: The Power of Customer Loyalty in Retail In today’s fast-paced and crazy competitive retail world, customer loyalty is like the secret sauce for staying ahead of the game. But how can you manage all of this – gathering feedback, tracking, analyzing, and taking action? And the best part?

Retail 52

Retail Loyalty Connections Loyalty Programs 52

Alliance by IFS

FEBRUARY 13, 2019

See why The Internet of Things (IoT) is one of the biggest buzz words in the business press today, particularly relevant to any discussion about the future of Field Service Management (FSM) software. By Steve Scott, Managing Director, Astea APAC. The communication layer: Communication protocols, networks and the Internet.

Meeting 82

Meeting Management Software System 82

BirdEye

DECEMBER 8, 2023

Effective communication is the lifeline of business relationships. Email continues to be a dominant communication channel, with 73% of businesses relying on it for important announcements. In fact, 38% regard email as their most effective means of communication. Get the timing right Balance proactive communication with patience.

Examples 110

Examples Communication Feedback Meeting 110

Totango

SEPTEMBER 22, 2023

Announced during our flagship event, Totango Live! CS has the multi-pronged connection with customers to understand and nurture their path to business outcomes—over time. With ESG Success becoming our new services partner, Totango customers will get expert support with customer success transformations and change management.

Multi-Channel 114

Multi-Channel Customer Success Omni-Channel Software 114

Oracle

APRIL 22, 2020

” Here are 5 ways to remain connected to your customers and retain their loyalty. ” Communicate frequently. One of the most critical ways employers can go above and beyond in terms of caring for both customers and their employees is to communicate effectively and often. Offer a helping hand. Get creative.

Connections 91

Connections Government Hospitality Healthcare 91

Comm100

OCTOBER 25, 2021

In this blog, we’ll look at the unique challenges that schools face in engaging with international students, and how digital transformation has opened a way forward for them with digital communication channels like live chat. Not surprisingly, this feature has seen increased use in higher education to connect with students during COVID-19. .

Engagement 130

Engagement Tips eBook Chatbots 130

Topdown

MARCH 4, 2016

Along with co-presenter Gerald Edwards, Director of Document Composition and Content Management at EmblemHealth, I’ll be talking about how to connect customer communications management (CCM) to customer experience (CX). If you’re planning to go to the event, we’d love to see you there! on Tuesday, April 5, 2016.

Customer Experience 48

Customer Experience Customers Connections Communication 48

Press 1 For Nick

JANUARY 13, 2021

While Americans and those around the globe manage working from home and the slow return to the workplace, we all would do well to reflect on and capture lessons learned. By giving them the benefit of the doubt and not micro-managing them, you will improve morale and strengthen your relationship with your employees.

Connections 52

Connections How To Policies Communication 52

TechSee

MARCH 7, 2023

Elizabeth has been leading the conversation on how our new connected homes and devices are changing how we live and documenting service evolution for nearly 25 years. Luana Matchett, Product Owner, Vodafone – A 20-year veteran of Vodafone, Luana is the Manager of the Knowledge management team at Vodafone UK.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

Team Support

MARCH 20, 2020

For a variety of reasons, be it a cultural shift in the workplace or a major event like COVID-19, more companies have employees working remotely with little to no in-person interaction. And, for every time there's a remote employee, there's also someone who's tasked with managing a remote team.

Tips 80

Tips Management Leadership Sports 80

CSM Magazine

MAY 10, 2024

For customer service managers, tackling early life churn is not just about retaining a number, but nurturing a potentially lifelong relationship with each customer. Tailor your communications, offers, and services based on customer data to make them feel truly valued. Keeping new customers from leaving too soon is no small feat.

How To 52

How To Social Media Analytics Touchpoint 52

VDS

JULY 22, 2020

While Americans and those around the globe manage working from home and the slow return to the workplace, we all would do well to reflect on and capture lessons learned. By giving them the benefit of the doubt and not micro-managing them, you will improve morale and strengthen your relationship with your employees. How to adapt.

Connections 52

Connections How To Contact Center Policies 52