Optimove
DECEMBER 19, 2021
Optimove’s segmentation abilities, orchestration capabilities, and testing tools allowed Stake to move from manual, spray-and-pray email campaigns to reactive, relevant campaigns that maximize personalization by being sent automatically to granular micro-segments. Over 58% of Stake’s segments include less than 50 customers, which results in highly personalized campaigns.
CSM Practice
DECEMBER 19, 2021
“A team is only as strong as its weakest link”. This saying applies to your Customer Success Technology stack more than anything else. The tools in your stack must work together to provide an exceptional customer experience. . Well, it also means that technology itself doesn’t solve all problems. You need to layout your journey first. What, why, and how are you going to solve the problem at hand needs to be explained.
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Andrew Mcfarland
DECEMBER 19, 2021
From the first time I read how the Better.com CEO handled a layoff, I knew it demanded a comment. But where to start? The “pivot points” seemed so clear and straight-forward, that I was convinced there had been a mistake.
NobelBiz
DECEMBER 19, 2021
The abandoned call rate represents the proportion of abandoned calls compared to the total number of calls made. In general, it should not be more than 5%. Beyond this acceptable level, a contact center must reconsider its strategy and resources in order to lower it as much as possible. Depending on the source of the call, your agents employ a variety of strategies to reduce call abandonment.
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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of automation to revolutionize outdated call review processes!
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Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro
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