Wed.Jul 28, 2021

The “Always” Concept: What We Must Always Do For Our Customers

Shep Hyken

One of the big concepts we teach in our customer service training programs is the concept of Always. This is the backbone of creating customer amazement.

5 Best Practices for Hiring a Customer Success Manager

Totango

Following best practices for hiring a customer success manager can make a critical difference in the quality of your customer relationships. Customer success managers serve as the face of your company in dealing with clients, playing a key role in ensuring satisfying experiences of your brand.

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Effective Tips for Powerful Insurance Social Media Marketing

ReviewTrackers

Insurance and Social Media. Social media marketing for insurance is experiencing major growth. According to a report by consultancy firm ITDS: 100 percent of 20 major global insurers are active on Facebook. 100 percent are also active on LinkedIn and YouTube.

A New Era for Journey Orchestration

Heart of the Customer

Journey orchestration is the ability to deliberately create individual journeys for customers based on your data, sending the right messages at the right time to the right customer.

UC, Contact Center Integration Drives Business Value

How extensive is integration, and how are companies leveraging it—both technically and operationally? In this whitepaper, you’ll receive in-depth insights on how companies are utilizing integrated platforms in their day-to-day operations and which success metrics they are measuring. Download your copy now to discover how companies are future-proofing their contact centers as they adapt to remote and hybrid workforces.

How to measure Customer Loyalty?

Zonka Feedback

Loyalty is an emotion that comes from emotional attachment and fulfillment. While it’s almost impossible to typically measure the loyalty of your friends, partners, and other people close to you, you can still measure the loyalty of your customers towards you and your brand. Customer Experience

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10 parcels go missing every minute – what are your rights?

Helen Dewdney

10 parcels a minute go missing. Research published today shows that parcels in the UK are going missing at the shocking rate of 10 every minute, due to loss and theft.

Got Collaboration Resistant Colleagues? How about Contrarians?

One Millimeter Mindset

Collaboration-resistant colleagues are tough to work with. Because there is not one idea you can introduce to the table they haven’t heard of before, thought of themselves, or already learned. Or so they say. Do you work with collaboration-resistant colleagues? .

The top five ways to build retail customer loyalty with Salesforce

PK Global

Building retail customer loyalty is no small feat. Beyond delivering high-quality and effective products, retailers must contend with customers who expect an engaging, personalized, and frictionless experience. More than ever, […].

Free Webinar: Redefining Customer Support Experiences

CSM Magazine

Reuters Events are excited to announce their next free service & experience webinar: ‘Redefining Customer Support Experiences’ featuring senior leaders from LinkedIn, GoDaddy & Intercom! Click here to register now to join live or pre-order the recording!

AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!

What To Expect From Omnichannel Ecommerce in 2022

Magellan Solutions

Why is omnichannel retail valuable? The acceleration in consumer behavior change in 2020 has made an omnichannel strategy more important than ever.

This Year’s Top 8 Streaming Service Trends

GlowTouch

The streaming, or OTT (Over-The-Top), industry is booming and the outlook is for more of the same for the foreseeable future. According to Streaming Media , spending for online video jumped by a whopping 72.5% between 2018 and 2019.

Why We Use AI in Playvox WFM (and How It Improves Contact Center Metrics)

Playvox

Making optimal use of your contact center workforce is one of the biggest challenges for any contact center leader. Balancing the needs of your company, your customers, and your agents is a time-consuming, stressful effort — especially if you’re doing it manually. CS Management Workforce Management

Episode 050: World Class Leadership

The DiJulius Group

Chief Revolution Officer John DiJulius of the DiJulius Group talks with Dave Murray, or “Murray,” Senior Customer Experience Consultant for The DiJulius Group, about the Commandment X of The DiJulius Group’s Methodology, World-Class Leadership.

Remote Agents and Digital Transformation

Remote agents are the new reality. Happier agents mean a better customer experience and improved CSAT/NPS scores. This new normal brings new challenges for contact centers. Find out what you need to do for your organization to excel. This eBook includes checklists for developing agent empathy and business continuity plans.

Company Management Processes for Instant Growth

CSM Magazine

The biggest factor that drives your business is the way you operate it.

5 Secrets of Telemarketing Philippines in Dealing with Uncooperative B2B Prospects

Magellan Solutions

We will reveal the techniques used by Telemarketing Philippines to connect with uncooperative B2B potential clients. Telemarketing Philippines offer tremendous advantages for SMEs planning to outsource their business. . Business owners have several issues when it comes to cold calling.

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What Is Customer Intelligence and How to Use It to Drive Customer Loyalty

CSM Magazine

Customer intelligence (CI) is the process of understanding the specific needs of your customers and analyzing all the data you have on them to serve them better, driving customer satisfaction and loyalty. Customer intelligence is an essential component of customer relationship management (CRM).

Building a Team that Wants to Stay: Tips for Properly Onboarding User Researchers

dscout People Nerds

Two days isn’t enough when it comes to adjusting to a new company. We take you through how to create a solid onboarding experience and why it matters to your employee and your organization

Top 5 Reasons to Move to the Cloud

Hybrid or 100% cloud? The choice is yours. With comprehensive security, unmatched scalability, cost certainty, and guaranteed reliability, a cloud-based contact center solution will serve your customers 24/7 without the operational headaches and cost issues of an on-premise solution. Download Enghouse's eBook today and learn the top reasons you should move to the cloud!

Jul 28 – Customer Success Jobs

SmartKarrot

Role: VP, Customer Success Location: Remote, Chicago, IL, US Organization: Built In As a VP of Customer Success, you will be responsible for target attainment and overseeing strategies to achieve revenue goals. Creating various KPIs across the organization on a quarterly basis.

The Power of Prototyping: Tackling “Wicked” Problems with Design

dscout People Nerds

Prototypes are often used as a tool for testing assumptions, but they can bring so much more to the table. Discover how great prototypes can provoke new ways of thinking and ultimately drive social change

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To Replace Or Not To Replace Core Banking Systems Is Not The Question

Forrester's Customer Insights

Banks don't need new core banking systems, they need new paradigms to deliver core banking capabilities - and they need them today or tomorrow.