Experience Investigators by 360Connext

SEPTEMBER 29, 2020

“I Know Customer Experience is Important, But…” When I speak to groups or host our webinar series, the Weekly Win , I hear one thing over and over again. “I get it. Customer experience is important. BUT… my business is… B2B. Healthcare. Professional Services. Manufacturing. …So we can’t really do this or think about it in the ways you want us to.” I understand.

Healthcare 143

Healthcare B2B Industry B2C 143

TechSee

SEPTEMBER 29, 2020

Contact centers are always looking for ways to reduce costs. This is particularly true during periods of uncertainty and economic downturn, when call center cost savings contribute to business continuity. Since most of a contact center’s operating costs are related to staffing, the easiest and quickest ways of tightening the belt are to cut headcount or shut down live support channels.

Call Center 196

Call Center Self Service Strategy Contact Center 196

NICE inContact

SEPTEMBER 29, 2020

Your CRM, like Salesforce, helps you manage your customer relationships. CRMs create comprehensive profiles for your existing customers and prospects that can help you serve them better and improve your sales opportunities.

CRM 156

CRM Contact Center Data Customer relationships 156

Kustomer

SEPTEMBER 29, 2020

While at times 2020 can feel like a real-life “Black Mirror” episode, it did force many CX teams to transform at lightspeed, re-evaluating how they got their work done and what a successful customer service interaction looked like. According to research conducted by Kustomer in April 2020, 79% of customer service organizations reported that COVID-19 had impacted them significantly.

Average Handle Time 116

Average Handle Time Consumers Report Customer Service 116

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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

Customers

DemandJump

SEPTEMBER 29, 2020

For successful content marketing , there are few things more important than creating a thorough content plan. Putting in preparation and foresight can save you from timesucks, wasted marketing budgets, and the frustration that comes from knowing what you’re doing isn’t working. But marketing strategy is a long process, and planning is a part of pretty much every step along the way.

How To 98

How To Marketing Strategy Consumers 98

DemandJump

SEPTEMBER 29, 2020

Did it ever occur to anyone that pamphlets, print media, and direct mail are also types of content marketing? While content marketing has become a buzzword in conjunction with digital marketing, all marketing has always relied on content.

Marketing 98

Marketing Consumers Management 98

CX Workout - Ideas Blog

SEPTEMBER 29, 2020

What we Ask (and What it Means). Simon Sinek taught us all the value of entering into a challenge by answering the “Why” question in his brilliant Ted Talk: “ Start with Why.”. But not everybody instinctively starts with why. Different personalities prefer different questions. Ideators start with “Why.” Why is this relevant? Why should I care? Why did it happen?

Data 98

Data Voice of Customer Analysis Customer Journeys 98

Vanilla Forums

SEPTEMBER 29, 2020

Customer feedback plays a crucial role in any successful organization. As a result, it’s important to embrace customer feedback rather than to fear it. This blog will discuss why customer feedback is so important and why an online community forum is the best way to get it.

Feedback 94

Feedback Customers Customer Service 94

Team Support

SEPTEMBER 29, 2020

In November of this year, CIO Review will feature TeamSupport as a Top 20 CRM Solution. They sat down with TeamSupport co-founder and COO Eric Harrington to talk about customer support in the time of COVID and building strong customer relationships. CIO Review: In your interactions with customers, what sense do you get of the challenges they face now in the CRM space and how is TeamSupport?

Customer relationships 89

Customer relationships Company B2B CRM 89

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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.

Communication

One Millimeter Mindset

SEPTEMBER 29, 2020

How do yesterday’s professional competencies meet today’s and tomorrow’s client needs? Something shifted during the pandemic. Did you feel it? Because yesterday’s professional competencies are table stakes for meeting today’s and tomorrow’s client needs. Actually, they have been for quite a while. From your perspective, how you learned to do things, yesterday, remains the crux of how you and your teams deliver solutions to clients.

Meeting 86

Meeting Leadership Training Tools 86

Centercode

SEPTEMBER 29, 2020

Here’s the universal truth about insurance: you buy it, but you hope you never actually have to use it. We treat insurance as a necessary evil for this reason. Nobody ever looks forward to purchasing or using it. In every case where insurance gets used — be it for your car, your house, or your life — it’s because something went horribly wrong.

Insurance 84

Insurance User Experience Roadmap Trends 84

Talkdesk

SEPTEMBER 29, 2020

Information security is the most important but least discussed pillar of any contact center regardless of scope, size and industry. One simple data breach can easily expose sensitive information, damaging either your relationship with customers, your reputation or both. Security should be a top priority for all aspects of contact center operations, from the way agents access customer support systems to how and where customer data is stored.

Contact Center 82

Contact Center Policies Return on Investment ROI 82

DemandJump

SEPTEMBER 29, 2020

As content marketers, we constantly need to stay ahead of the curve and produce content that meets readers where they are. While no one has a crystal ball, predicting consumer and industry trends has become much easier thanks to powerful marketing tools. Trend analysis methods like keyword research, competitor analysis, customer surveys, and data analytics all combine to help marketers understand what their consumers are looking for, as well as how to craft content that meets those needs.

Consumers 72

Consumers Trends Industry How To 72

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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,

Tips

Customer Enthusiast

SEPTEMBER 29, 2020

Imagine paying $216 per year for the privilege of receiving your monthly invoice at the correct address. In order to change the billing address on his account, CenturyLink chat reps led one customer on a 68-minute odyssey that would involve four reps, three hand-offs (including the dreaded escalation to a supervisor), multiple requests for repeat […].

Employee Engagement 70

Employee Engagement Contact Center Customers Customer Experience Management 70

transcosmos Information Systems

SEPTEMBER 29, 2020

Intro. Did you know that 51% of companies have no business continuity plan to deal with a global pandemic, according to a survey conducted by Mercer in February 2020? A further study revealed that cyber incidents are the biggest threat to companies in 2020. These are some of the reasons why Transcosmos has a Business Continuity Plan in place. With the help of our existing Business Continuity Plan, the transition of our whole Manila operation to the home office base was completed only within 24 h

Communication 62

Communication Financial Study Strategy 62

SurveySparrow

SEPTEMBER 29, 2020

Customer support is the hallmark of a great company. Too often, companies will sell the product or service and think their job is done. What makes companies successful, though, is not one sale. It is building loyal customers who act as great marketers for your company. Companies need to make sure that they are providing a great customer experience. It is an investment that’ll pay off well in the long term. .

Policies 59

Policies e-support Customers Examples 59

DemandJump

SEPTEMBER 29, 2020

Unique blog ideas aren’t always easy to come by. Maybe you are interested in an idea, but it’s not clearly relevant to your brand. Or, the high demand blog topics in your industry seem so exhausted, it’s hard to think about how to say something new--or say it better than your competition.

How To 59

How To Industry Brands Consumers 59

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

ChurnZero

SEPTEMBER 29, 2020

For the first time in nine years, HubSpot’s INBOUND conference was not able to hosted as an in-person experience for obvious reasons. Instead they created a new immersive online experience that took the course over two days (September 22 & 23, 2020). . The magic of INBOUND is and always has been the “it” factor that happens when you bring together incredible speakers covering unique and interesting topics, creative activations & experiences and a uniquely engaged attend

Customer Success 59

Customer Success Conference Tips Metrics 59

NobelBiz

SEPTEMBER 29, 2020

Right now, the contact center market is growing at an exponential rate. Technology advances coupled with the advent of the virtual call center are leaving behind anyone who doesn’t have at least a remote omnichannel software. But there’s an even bigger hurdle: contact center AI. Recently, Google has been making incursions into the contact center space.

Contact Center 52

Contact Center Virtual Call Center Omni-Channel Chatbots 52

Centercode

SEPTEMBER 29, 2020

Here’s the universal truth about insurance: you buy it, but you hope you never actually have to use it. We treat insurance as a necessary evil for this reason. Nobody ever looks forward to purchasing or using it.

Insurance 52

Insurance 52

Blueshift

SEPTEMBER 29, 2020

With so many marketing platforms on offer (almost 8,000 as of 2020), it can be difficult to differentiate the just ok platforms from the ones worth their weight in gold. A great place to start when vetting the perfect platform for your needs is through comparing ROI. We don’t mean to brag, but the ROI […]. The post The ROI of the SmartHub CDP appeared first on Blueshift.

ROI 52

ROI Marketing Data Customers 52

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Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.

Training

Confirmit

SEPTEMBER 29, 2020

At some point, we’ve all been through a break up. It’s hard. But there comes a time in some relationships when we have to ask ourselves, “am I getting what I need?” Among other things, a strong relationship is one in which there is stability, mutual respect, consistent support, and economic security. So now, we ask you – are you getting all this from your software vendor?

ROI 52

ROI Software Financial Customer Voice 52

Magellan Solutions

SEPTEMBER 29, 2020

For modern consumers, using social media to air complaints and to get the kind of help they need is the best option. Waiting to talk to a customer service representative over the phone can actually take a long time, and going to the company’s office can be too much of a hassle. However, knowing that they can get help through social media is what most customers choose to do.

Social Media 52

Social Media Customer Service Call Center B2C 52

Education Services Group

SEPTEMBER 29, 2020

As a sales leader in a thriving Customer Success marketplace, it pains me to see the dysfunction that often exists between these two power-house organizations. Is some of that tension warranted? Absolutely. Political tug of war over revenue, CS cleaning up ‘bad-fit’ customers, sales running out of referenceable clients from less-than-ideal delivery scenarios.

Sales 52

Sales Case Study Study Customer Success 52

CSM Magazine

SEPTEMBER 29, 2020

Social media allows millions of viewers to enjoy your content with just one click! By creating engaging videos, you can build your platform quickly. Here are 10 tips to help you create more interesting and captivating videos. 1. Choose the right titles, thumbnails, and captions. The first thing that the viewer will see is either the title, thumbnail, or caption depending on the social media platform that you’re posting your video on.

Social Media 52

Social Media Video Tips Engagement 52

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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

Customer Experience

NobelBiz

SEPTEMBER 29, 2020

AI is advancing at a rapid pace. Big Tech is moving into the contact center space with innovative AI solutions. How will this change the industry? Is contact center AI taking over? We're giving you an in-depth look at the facts, right here. The post Is Contact Center AI Taking Over? Let’s Look at the Facts appeared first on NobelBiz®.

Contact Center 52

Contact Center Innovation Industry 52

CSM Magazine

SEPTEMBER 29, 2020

When a user contacts technical support, it means that the customer is already at a loss. In most cases, the customer lacks an understanding of how a service or application works. Perhaps, the product is too complex to be 100% understandable at once, or some functions are not convenient enough to use. Perhaps, the customer came across a bug or a missing feature.

e-support 52

e-support Customer Service Knowledge Base Omni-Channel 52

Forrester's Customer Insights

SEPTEMBER 29, 2020

The COVID-19 pandemic and other major occurrences of 2020 have made this year unlike any other. Sales leaders must consider three key priorities to create a viable plan for 2021.

Sales 58

Sales How To 58