Steve DiGioia
MAY 17, 2021
Great customer service. That’s what our customers want and that’s what we wish to provide. But it’s difficult remembering all the different steps to take to provide it. Thankfully, many have developed useful acronyms to help. In today’s post, I compiled my list of the top 10 customer service acronyms to use every day. Store these in your CS toolbox to use as needed. 1.
Customer Bliss
MAY 17, 2021
We’ve all experienced something like this in our lifetime as customers: where parties inside of the company pass us around for resolution, or we get bounced back and forth between partners who both have their own point of view of their accountability. The most admired companies make the customer whole first. They don’t give their customer the job to navigate organization charts or partnership agreements to resolve their issue before they resolve things for the customer.
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Wired and Dangerous
MAY 17, 2021
The Commission envisages the primary focus of potential bilateral agreements to be on creating demand for credits from new market mechanisms and to pilot the establishment of such new market mechanisms. The Commission contributes and actively participates in the World Bank’s Programme for Market Readiness to promote such initiatives. By agreeing to Article 6 of the Paris Agreement, countries opened the way for a new form of international interaction on carbon markets.
CSM Magazine
MAY 17, 2021
The global pandemic has accelerated digital transformation and ushered in a Cloud-Smart Era. Tom Goodmanson, CEO at Calabrio, reveals recent research results and shares ideas on how to harness the next level of strategic potential for new and existing cloud-based contact centres. . The COVID-19 health crisis has accelerated digital transformation like never before.
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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,
CX Workout - Ideas Blog
MAY 17, 2021
In this webinar, Decooda’s Chief Insights Officer, Kirsten Zapiec, and IntelliShop’s Vice President, Greg Dale, demonstrate how to take insights and turn them into outcomes through effective mystery shopping integrated with imaginative questions. Moving beyond tasks, check lists and rating scale to understand how shoppers truly experience a brand.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
PK
MAY 17, 2021
The COVID-19 pandemic shifted customer experience to the virtual. From telehealth appointments to contactless payment methods, companies suddenly needed to find ways to maintain satisfying experiences for customers without in-person […]. The post How to adopt Conversational UI for a reliable customer experience appeared first on PK.
Vanilla Forums
MAY 17, 2021
Is a product community or a support community the right approach for you? It can be difficult to figure out which type of community is the right fit, and choosing between doesn't always mean you're stuck with it forever. Remember, you can start with one type of community and scale up when you are more established. What is the difference between them, and which could be better for you?
Totango
MAY 17, 2021
Product engagement tells you how actively customers are using your product or platform. Tracking this alerts you to churn risks as well as upsell opportunities, empowering you to take appropriate action. You can measure product engagement by selecting key performance indicators. Systematically tracking these KPIs positions you to proactively manage and improve engagement.
CSM Magazine
MAY 17, 2021
Customer experience is more important than ever. As already-high customer expectations continue to evolve, businesses need to pivot rapidly to meet them. And with so much still in flux, that’s not set to change any time soon. That means contact center leaders need to get smart about how they deliver better customer experiences – and it begins with looking inward.
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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.
SaleMove
MAY 17, 2021
Glia has been inducted into the Estonian Startup Wall of fame, joining a strong lineup of success stories. The post Glia Secures its Place on the Estonian Startup Wall of Fame appeared first on Glia Blog | Digital Customer Service Explained.
Education Services Group
MAY 17, 2021
Customer Success is all about relationships. Your relationship with your customers, of course, but also the CS team’s relationship with other internal groups, and even their relationship with executive leadership. One critical relationship that tends to get pushed to the bottom of the priority list is CS leadership’s relationship with their own team.
Magellan Solutions
MAY 17, 2021
Typical setups for outsourcing philippines. Foreign investors want to work only in Manila when they outsource to the Philippines. This has resulted in the rapid development of BPO centers in the country. . Your business might not have the capacity to hire many employees. As a result, you may want to consider outsourcing. . Listed below are some of our outsourcing models that you may find helpful.
SaleMove
MAY 17, 2021
Honoring Estonia’s Role in Glia’s Success and the Significance of this Recognition to our Teams on Both Sides of the Atlantic. We are honored to announce that Glia has been inducted into the Estonian Startup Wall of Fame. The company now joins a strong lineup of Estonian success stories, becoming the first startup with a non-European founding team to earn a spot on the wall.
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.
Uplight
MAY 17, 2021
More utilities are offering time of use (TOU) rates, but these new rate structures can leave customers confused and frustrated–especially if they result in a higher bill. These rates can even backfire on the utility, causing an average 10% drop in customer satisfaction with utility price. Most concerning is that TOU rates can fail to Read More. The post Set it and Forget it with Demand Response for TOU Rates appeared first on Uplight.
Lithium
MAY 17, 2021
Here’s some good news to start your week: the Khoros Kudos Awards deadline has been extended to Friday, June 4! This gives you an extra week to pull together your story and share your successes in the 12 award categories. Best-in-Class Care. Best-in-Class Community. Best-in-Class CX Insights. Best-in-Class Marketing. The Accelerator. All-Ways Connected.
CSM Magazine
MAY 17, 2021
In all likelihood, you have, by now. heard the basics of dropshipping. But, whether you think it sounds too good to be true – or simply that it is too complex a concept for your fledgling e-commerce business, dropshipping is something from which many entrepreneurs and small business owners stand to benefit. Dropshipping: A Quick Summary. While we all like to imagine starting, running, and scaling a small business to be something we can do from our spare bedrooms – or even the garage – the truth
Magellan Solutions
MAY 17, 2021
How BPO Real Estate Firms Can Maximize Their Operation Through Outsourcing. Outsourcing is the go-to when industries want to scale up and improve flexibility. Also focus on core competency, and save costs. BPO real estate is no stranger to that need and reaps the benefits of outsourcing in the last few years. For the Broker Price Opinion real estate companies, these needs are even highlighted.
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Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!
Helen Dewdney
MAY 17, 2021
Helen Dewdney interviews Rob Rinder about complaining. In my series of interviews with people in the consumer world regarding their complaining habits, today it is the turn of Rob Rinder. In this series I ask the same 11 questions of everyone. It might sound a bit daft for me to do this for Rob Rinder too (which it was but I did it anyway, adds a bit of humour I feel!
Magellan Solutions
MAY 17, 2021
How Magellan Solutions do call center philippines outsourcing. The experience you give your customers makes up a huge part of your company brand. . Clients we have worked with have enjoyed a high level of service. They no longer worry about the support coverage gaps that used to occur. . Customer service is crucial for success in your business. Customers are encouraged to choose you among others when they feel that you prioritize them.
Forrester's Customer Insights
MAY 17, 2021
My colleague, Naveen Chhabra, wrote an excellent report in 2017, Back Up Your SaaS Data — Because Most SaaS Providers Don’t (forrester.com), which talked about how many companies have a gap in their backup strategy related to SaaS-hosted application data. As SaaS adoption has become more pervasive, that gap is only widening. While the application […].
Influitive
MAY 17, 2021
April showers brought rich content, enticing discussions and over 15,000 new members to our customers’ programs. With it came significant growth in survey and feedback activity completions, the number of engaged members and nearly $16 million in generated ROI. Read on to dig into April’s data and customer examples. Recruitment and Engagement Last month, our […].
Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney
Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib
Forrester's Customer Insights
MAY 17, 2021
CX pros can realize the full benefits of customer data by building a comprehensive CX technology portfolio that weaves in partner tech. Learn more.
SmartKarrot
MAY 17, 2021
Customer success makes a lot of difference the SaaS company’s potential to acquire customers and retain them. These are essential for growth. When a company reaches the hypergrowth phase where CAGR is more than 40%, it is tough to keep that up. Hypergrowth needs to be handled well. The change and uncertainty around hypergrowth has made it challenging for customer success teams.
CSM Magazine
MAY 17, 2021
If you work in an office or have a white-collar job, as many people do, then it is in your best interest to be as efficient as possible. It will not only make you more effective at your job, but it will also make you more productive. Office work can be overwhelming for most people especially considering the sheer amount of paperwork to do. The good news is that technologies are arising every day to help you have an easier time at the office than you otherwise would.
SmartKarrot
MAY 17, 2021
Role: Senior Director, Customer Success Location: New York, NY, US Organization: Arcadia As a Senior Director of Customer Success, you will deliver a best-in-class customer support experience across all customer segments resulting in increased retention. Develop and execute strategies that result in an increased LTV across all customer segments. Collaborate with various Arcadia teams, including Product, Engineering, and Marketing, to provide high-quality customer experiences and resolve product
Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group
As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX
CustomerSuccessBox
MAY 17, 2021
In a Subscription economy, the customer is the true king. It gives the power to the customer aka subscribers to not only choose the vendors among available options but also the power to fire them at their will. This can be attributed to the low cost of switching to a different vendor and more options to choose from. Although the Global SaaS industry suffers from a 30% churn rate and at the same time there are companies who are hitting 130% MRR.
Qualtrics
MAY 17, 2021
2020 certainly delivered some surprises. One was the resurrection of the QR code, which went from being a quaint-but-clunky marketing device in the early 2000s to a slick, touchless solution, invaluable in a 21st-century pandemic. How can they help you? What is a QR code? The QR stands for ‘quick response’, and a QR code is the small, square, phone-scannable barcode you’ll increasingly find in shop windows and restaurant customer check-ins, menus, packaging, advertisements, and contact-tracing a
Qualtrics
MAY 17, 2021
As part of our Breakthrough Builders podcast series , our Head of Brand Strategy, Jesse Purewal, chats with Kim Scott, bestselling author, former Silicon Valley executive, and CEO coach. They discuss why she writes, the things that distract us from work, and how to deal with jerks. Listen to the complete podcast episode of Breakthrough Builders with Kim Scott.
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