Integrity Solutions

APRIL 19, 2024

According to Observe.AI’s State of Contact Center Conversation Intelligence report, 82% of contact centers engage with customers via the phone. Selling has to be permission-based , which is why forging a connection is the most important part of a sales conversation. One starting point is to look for commonalities.

Sales 107

Sales Loyalty Communication Contact Center 107

Vonage

MARCH 26, 2018

according to Accenture’s Digital Disconnect in Customer Engagement report. This energy is productive and contagious, strips away barriers to connecting with customers and fosters emotive interactions that drive customer experience. Otherwise, it could cost you. trillion in the U.S.,

Omni-Channel 228

Omni-Channel Trends Customer Service Contact Center 228

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

When Oracle released their White Paper Why Customer ‘Satisfaction’ is No Longer Good Enough , the stats caused quite a stir, and rightfully so. Many executives are interested in improving and understanding customer experience. They want to know how to increase loyalty and revenue and all that good stuff.

Customer Experience 282

Customer Experience Social Media Poor Customer Service Loyalty 282

Customer Experience Insight

DECEMBER 3, 2020

Nearly 60% of the businesses that had to close temporarily due to COVID-19 won’t open again, according to the Yelp Local Economic Impact Report. – leaves or changes roles, you might lose the personal connection you’ve shared over time. Connect personally. You hold the key to customer retention.

Customer Experience Professionals 52

Customer Experience Professionals Social Media Customer Retention Tips 52

Oracle

MARCH 22, 2021

B2B marketers don’t have it nearly as quick and easy, with longer average sales cycles marked by building trusted relationships over time and in an ever-growing digital sales environment, as outlined by this June 2020 Forrester report. B2B marketers connect through education and logic; B2C marketers connect via emotion and simplicity.

B2C 85

B2C B2B Marketing eBook 85

SaleMove

JULY 9, 2021

Driven by the convenience of online shopping, insurance companies are now expected to provide information that helps customers learn about policies, compare options and even complete an application from virtually any connected device, 24/7. “To Putting customers and agents at the center of P&C insurance sales processes is within reach.

Insurance 52

Insurance Sales Abandon Rate Customer Centricity 52

Customer Bliss

FEBRUARY 9, 2017

This article pulls from a B2B digital trends report via EConsultancy and a Avanade/Sitecore white paper. Four out of ten respondents reported increased revenues, 38% said they achieved better financial performance than their competitors, and 37% said they improved sales cycles. Those are awesome numbers.

B2B 100

B2B Report Financial Customer Satisfaction 100

Clarivate

OCTOBER 5, 2023

A 2020 report by McKinsey & Company found that organizations that invested in innovation during the financial crisis of 2009 outperformed the market by 10% during the crisis and by 30% in the post-crisis years. Download the report for a deep dive on this topic: Investing in innovative IP legal strategies during challenging times.

Strategy 59

Strategy Competitive Advantage Financial Innovation 59

CSM Magazine

JULY 27, 2022

According to Yotpo’s ‘The State of Brand Loyalty 2022’ report, one of the most important factors to UK consumers when choosing a brand to purchase from is shared values. The same report found that the feelings and expectations consumers associate with their preferred brands include trust, transparency, and good customer service.

Customer Journeys 64

Customer Journeys Loyalty Omni-Channel Consumers 64

Totango

MARCH 8, 2022

Participants can ask questions of the community, connect with peers or submit events for possible promotion. They are affiliated with the Customer Success Association, a membership organization dedicated to providing information about the CS profession and helping CS professionals connect. CSM Practice.

Customer Success 115

Customer Success Guidelines Social Media Tips 115

Natalie Petouhof

AUGUST 15, 2022

“There is a sort of corporate amnesia where who you were at the start of the journey, and where you’ve been, is completely forgotten,” noted Charlie Godfrey, Senior Director at Genesys in “The business case for empathy” white paper. And it allows them to truly know what customers (and employees) are doing, saying and feeling.

Customer Experience 52

Customer Experience Self Service Contact Center Competitive Advantage 52

Hallmark Business Connections

AUGUST 11, 2021

According to the ANA/DMA Response Rate Report 2018 , “Direct mail still pulls a higher response rate than any digital direct marketing medium. For further insights, look to your top-performing online content for that target audience — whether it be a white paper, blog, case study, or offer — to inform what your direct mail message might be.

Marketing 74

Marketing Social Media Omni-Channel Handbook 74

CSM Magazine

JUNE 7, 2023

Establish A Strong Online Presence Nowadays, everyone is online, so if you haven’t established a strong online presence yet, you might be missing out on opportunities to connect with your customers. Consider publishing informative blogs, articles, white papers, or guides, that will help you share your knowledge and best practices with others.

Tips 52

Tips Social Media Policies Case Study 52

datastax

MARCH 7, 2019

A 2018 Experian report , for example, found that 65% of organizations have detected the same or more fraud over the last 12 months. Enterprises can leverage deeply connected anomalies to reduce or eliminate fraudulent activity before the behavior spirals out of control. White Paper: Why Graph? READ NOW.

Social Media 67

Social Media Retail Data Technology 67

Alliance by IFS

JUNE 2, 2015

In our latest white paper, Forging a Service and Sales Partnership , we take a look at the revenue potential of handing sales responsibilities to the service force, as well as creating better channels of communication so that the service team can more effectively pass leads to the sales organization.

Sales 50

Sales Multi-Channel Training Technology 50

Avaya

JANUARY 24, 2018

A considerable increase in the requirements for transaction data reporting. The first fine for non-compliance of the 2004 MiFID directive was given out to Barclays for inaccurate transaction reporting. Since then, published reports say that banks have paid over $204 billion in compliance-related fines and infractions.

Financial 46

Financial Government Banking Policies 46

West Monroe

MARCH 27, 2017

If you have read our white paper “ Becoming a Customer-Centric Bank ,” you are familiar with the four jigsaw puzzle pieces to become customer-centric: Sales Fundamentals. With our uncommon blend of expertise, we help you connect the dots in a way that is most beneficial for YOUR bank. Consistently Remarkable Service.

Banking 40

Banking CRM Loyalty Customer Centricity 40

CustomerSuccessBox

JUNE 21, 2022

Making a connection with the customer is essential before they’re onboarded. Additionally, you can leverage in-product reporting to identify new customers who are behind the ideal adoption schedule, and then leverage the human touch for those customers. Webinars, blogs, white papers, e-books, etc.,

Strategy 52

Strategy Customer Retention Video Resources 52

Team HGS

FEBRUARY 6, 2018

HGS recently released a white paper on this year’s top 10 trends in customer service. According to Dimension Data’s global contact center benchmarking report, digital interactions accounted for over 42% of all interactions taking place inside the contact center in the beginning of 2017. Here, we dissect CX Trend No.10:

Trends 45

Trends Contact Center Exceptional Customer Service Omni-Channel 45

Tricia Morris

OCTOBER 22, 2015

A Quantum Workforce 2015 Employee Engagement Trends Report surveying more than 440,000 employees at nearly 5,500 organizations shows that overall employee engagement is at an eight-year low of 65.9%. But how does employee self-service knowledge separate the best from the rest? Here are seven key ways: 1. Engagement. Profitability.

Self Service 40

Self Service Employee Engagement Culture Knowledge Base 40

Avaya

AUGUST 25, 2017

According to the research report The Essential Guide to Avoiding Networking Outages , power outages are the leading cause of communications outages. This white paper features an analysis of the top five causes of outages with the percentage of those outages that could potentially have been prevented had leading practices been followed.

Communication 64

Communication System Analysis Software 64

inmoment

JUNE 17, 2019

The 2019 CX Trends Report conducted by InMoment suggests that despite evolving conversations around CX, companies are struggling to balance their own needs and changing customer preferences. Though companies lag behind in providing exceptional CX, there are simple ways to catch up and forge stronger customer connections.

Trends 53

Trends Customer Experience Comparison Loyalty 53

NobelBiz

FEBRUARY 13, 2024

The algorithm predicts when agents will be available and which numbers are most likely to connect. NobelBiz stands ready to guide and support your center in mastering CRM integration, transforming data into meaningful customer connections. NobelBiz’s reporting and analytics tool s are crafted to turn data into actionable intelligence.

Call Center 59

Call Center Self Service Software Contact Center 59

COPC

OCTOBER 13, 2021

To learn more about these priorities, check out our white paper , The 2021 State of Contact Center Vendor Management. In our recent CXMB Series 2020 Corporate Edition report done in partnership with Execs In The Know, we found that only 11% of outsourced contact centers had WFH employees before the pandemic.

Contact Center 52

Contact Center Call Center Training Management 52

Avaya

AUGUST 25, 2017

According to the research report The Essential Guide to Avoiding Networking Outages , power outages are the leading cause of communications outages. This white paper features an analysis of the top five causes of outages with the percentage of those outages that could potentially have been prevented had leading practices been followed.

Communication 53

Communication System Analysis Software 53

Qualtrics

APRIL 16, 2020

Along with this report, SIOP published a telework white paper that summarizes the literature and provides practical guidance for organizations to prepare. Employees will expect greater connection with their colleagues. As with any crisis, along with the terrible consequences, there are also amazing things that happen.

Employee Experience 45

Employee Experience Culture Policies Trends 45

CSM Magazine

SEPTEMBER 28, 2015

The 2015 Engagement & Experience Expo will include a full slate of best-in-class speakers and interactive sessions by esteemed industry leaders, a celebration honoring the winners of the 2015 Loyalty360 CX Awards, and insights uncovered in the 2nd annual CX Landscape: The State of the Industry report.

Engagement 40

Engagement Customer Experience Case Study Loyalty 40

Beyond Philosophy

SEPTEMBER 6, 2016

Customer acquisition is reported regularly to analysts, shareholders and senior management; but churn rate may or may not be reported. Surely the same is true with regard to pre-purchase experiences in today’s Internet-connected world. Companies experience high churn rates: leaky bucket syndrome.

Multi-Channel 60

Multi-Channel Consulting Study Customers 60

Comm100

OCTOBER 8, 2016

Special Reports. White Papers. If your company has the resources, sometimes offering customers one-on-one attention with an agent can help establish a strong connection that might inspire a customer to stick around. Try creating materials like: Seminars/Webinars. Newsletters. Give customers one-on-one attention.

Customer Retention 151

Customer Retention Loyalty Strategy Loyalty Programs 151

Avaya

AUGUST 4, 2016

According to the research report The Essential Guide to Avoiding Networking Outages power outages are the leading cause of communications network outages. This white paper features an analysis of the top five causes of outages with the percentage of those outages that could potentially have been prevented had leading practices been followed.

System 40

System Analysis Software Communication 40

Beyond Philosophy

MARCH 3, 2016

Twenty years ago, in their 1994 white paper entitled “Customer Loyalty:Toward an Integrated Conceptual Framework,” academics Alan S. As reported in a BtoB analysis publication from Allegiance, a major consulting organization: “Focusing only on the end customer in a BtoB environment yields only part of your company’s story.

Consulting 60

Consulting Loyalty Advertising Analysis 60

SurveySparrow

APRIL 11, 2021

Here are a few ideas to collect contact details: Create an ebook, whitepaper, industry report, etc. You need to connect with your prospective customers on multiple channels. An excellent lead nurturing strategy will contain a mix of content types such as emails, blog posts, white papers, social media posts, webinars, podcasts, etc.

Strategy 98

Strategy How To Effort Score Social Media 98

delighted

AUGUST 23, 2019

A couple months in, we were like ‘Oh, yeah, we’re measuring this, but we really should connect some strategy into why we’re measuring it and what we can expect to do with that.’ Is this about a white paper that they read? So, my first recommendation would be not to just do it arbitrarily. Have a plan.”.

Customer Experience 41

Customer Experience Customer Journeys How To Effort Score 41

Comm100

JANUARY 19, 2017

Strategic management consulting company, McKinsey, reported that 70% of buying experiences are based on how the customer feels they are being treated. Maybe an item that was reported as “available” on the website is actually out of stock. Don’t: Renounce connection to or responsibility for what happened.

Examples 216

Examples Customer Service Representative Customers Customer Service 216

LiveChat

NOVEMBER 16, 2018

Forbes Magazine reports that businesses are losing $75 billion per year due to poor customer service. Not many people make the connection to customer service when you talk to them about content marketing. Content may be of many different types – blog posts, videos, white papers, case studies, and more.

Poor Customer Service 45

Poor Customer Service Call Center Customer Service Representative Customer Care 45

Calabrio

JANUARY 2, 2020

As an exciting new era commences as part of Calabrio, Olle Düring celebrates the upcoming journey with Customer Experience (CX) Intelligence and opportunities to connect with the fully blended brand. Stay connected, stay social. Seamless and consistent communications. We’ve made it easy to communicate with us.

Brands 221

Brands Social Media Roadmap Contact Center 221

SmartKarrot

DECEMBER 2, 2020

A report by Forbes states that women were better rated than men on 12 out of 16 leadership strategies. She has proven her spectacular works in content with an eclectic range covering blogs, eBooks, and white papers as well. Rhonda Basler, Director, Customer Engagement, Hallmark Business Connections.

Customer Success 17

Customer Success Customer Journeys Contact Center Leadership 17