Thu.Jul 22, 2021

Customer Experience for Insurance Providers Requires a Human Touch

Alida

Eighty-five percent of insurers are deploying customer experience (CX) initiatives throughout the customer journey, according to an IBM study. Yet, 42% don’t fully trust their insurer. So, why aren’t current CX efforts building trust?

The Two Key Skills to Hire For in Customer Service Roles

CSM Magazine

Omer Molad, Co-founder and CEO at Vervoe believes that by doing your due diligence and choosing an appropriate skills test, you can determine if candidates possess the right levels of empathy and resilience.

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How to Build a Line Chatbot Without Any Coding

kommunicate

LINE is a freeware app for instant communications on electronic devices such as smartphones, tablet computers, and personal computers. It supports messaging, free voice, and video calls. The biggest benefit of using LINE is it provides free access to free messaging and calling.

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The Age of Online Communities: How to Create Branded Communities and Why You Should Bother

CSM Magazine

Henry Spitzer, VP of Sales at Lusha explains how community building is a powerful and cost-effective way to increase retention by creating a central destination for users to find support, advice and best practices. The Bare Basics.

The Art of Community: Higher Logic & Vanilla Forums Super Forum!

Speaker: Keynote Speaker, Guy Kawasaki, Chief Evangelist, Canva

In its 12th year? Super Forum is the largest and most comprehensive conference for executives, community managers, marketing, membership, and customer success professionals who want to connect, engage, and create better customer and member experiences. And this year, we’re going even bigger as we add Vanilla’s highly regarded Conversations conference into the mix. Register today!

Rules of Engagement for Customer Success and Sales: Considerations and Examples

ChurnZero

Setting rules of engagement saves your team time, money, and energy. By creating healthy boundaries, Customer Success and Sales don’t have to spend their days assessing and arguing over every expansion situation.

More Trending

Why Coaching? The Business and Personal Cases

Integrity Solutions

When your people feel understood and appreciated, they will be intensely loyal to the manager who has demonstrated care and interest in their development. When you hear the word “coach”, what comes to mind? We often associate “coach” with a sports analogy.

What Is Ideation? How Can It Help My Business?

Vanilla Forums

Ideation is defined as the process involved in generating ideas, including gathering information on ideas and collecting thoughts about those ideas. Ideation is used to make improvements to existing products or services, in addition to generating new ideas and concepts for future developments.

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The Perils of Digital Acceleration

Optimove

Thesis: In the past year-plus, there has been a claim that brands (marketing/commerce/support) and customers (buying habits) have accelerated their digital practices at an astonishing rate – something like five years’ worth of advancement in a few months – as result of the pandemic.

XDR FAQ – Frequently Asked Questions on Extended Detection and Response

Forrester's Customer Insights

As is expected with any new market segment or capability, questions about Extended Detection & Response (XDR) abound. I wrote this blog to answer a few of the more common questions I’m getting from Forrester clients and from security vendors that are trying to figure this space out.

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!

Is Customer Experience Really The New Marketing? Join the Debate!

Beyond Philosophy

I have been engaging with Clubhouse, a social networking app where people can chat about shared interests. One of the great things about Clubhouse is you can have exciting debates. For example, one of the recent debates asked the question, is Customer Experience the new marketing? .

Is Your Sales Methodology An Innie Or An Outie?

Forrester's Customer Insights

Don’t worry, this is not a discussion about navels; it is an attempt to provide some very basic categorization of sales methodologies based on whether the methodology addresses internal or external interactions. B2B Research Sales Sales Enablement

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Innovation Interviews: The importance of hiring the right employee for each role

PK Global

How do leaders define each role within their teams, and what impact does this have on the organization as a whole? My colleague Marko Muellner and I recently had the […]. The post Innovation Interviews: The importance of hiring the right employee for each role appeared first on PK.

Enabling the Contact Center of the Future with Real-Time Analytics, with Marc Bernstein

NobelBiz

Marc rapidly discovered that post-call analysis and coaching were ineffective on their own, so after making the same costly mistakes on his phone calls, he founded a SaaS start-up, powered by Artificial Intelligence (AI).

How Product Teams Can Leverage Community

Speaker: Scott Baldwin of ProductBoard

Product Leaders, sign up if want to learn how to: - What is product excellence? - How community led and product-led growth can act as success multipliers - How to create a tight and ongoing feedback loop - How to leverage your community members to drive adoption. When: September 21st at 12pm EDT. Register today!

Why is Philippines BPO the Perfect Choice for Your Outsource Medical Billing Service?

Magellan Solutions

Why do many hospitals and clinics prefer the Philippines to outsource medical billing tasks? Many start-up healthcare facilities want to outsource medical billing service in order to focus on their core function.

VIDEO & ARTICLE: The Future of Post-Call Analysis in Contact Centers

NobelBiz

Marc rapidly discovered that post-call analysis and coaching were ineffective on their own, so after making the same costly mistakes on his phone calls, he founded a SaaS start-up, powered by Artificial Intelligence (AI).

No-Code vs Low-Code: How to Know Which One You Need

SurveySparrow

Ever been confused what the terms no-code and low-code meant? Don’t worry, you’re not alone. While both no code and low code platforms speed up the development of applications, each has its own benefits, problems, and challenges.

VIDEO: QA Is Not the Punishment Department

NobelBiz

Marc rapidly discovered that post-call analysis and coaching were ineffective on their own, so after making the same costly mistakes on his phone calls, he founded a SaaS start-up, powered by Artificial Intelligence (AI).

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Reaching Unreachable Candidates

Speaker: Patrick Dempsey and Andrew Erpelding of ZoomInfo

What is ZoomInfo for Recruiters? Find and connect with the right talent to fill roles fast with more data, basic search, advanced search, candidate and company profiles, and export results. Watch this On-Demand Webinar today to see how ZoomInfo for Recruiters can work to get your talented candidates results.

Why Most Patient Care Services Telemarketing Spam Their Customers

Magellan Solutions

How Care Services Telemarketing Spam Happen. There has been a steep rise in fraudulent robocalls targeting patients on a local, regional and national scale. . Perpetrators call from what looks like local phone numbers. They claim to be from a patient’s healthcare provider.

VIDEO: The Golden Age of the Contact Center

NobelBiz

Marc rapidly discovered that post-call analysis and coaching were ineffective on their own, so after making the same costly mistakes on his phone calls, he founded a SaaS start-up, powered by Artificial Intelligence (AI).

How Covid has Exacerbated the Customer Service Issue

Interactions

Covid has impacted almost every facet of our lives over the last 16 months. It’s impacted our ability to travel, have social interactions and, for most of us, redefined the way we work.

VIDEO: The Age of the Anti-Script

NobelBiz

Marc rapidly discovered that post-call analysis and coaching were ineffective on their own, so after making the same costly mistakes on his phone calls, he founded a SaaS start-up, powered by Artificial Intelligence (AI). The post VIDEO: The Age of the Anti-Script appeared first on NobelBiz®.

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Negative Reviews & Online Feedback Happens - But Where Do You Go From Here?

Speaker: Adam Dorfman, Head of Product Growth at Reputation and Jeremy Shubitz, Director of Marketing at Bosley

Responding to online negative feedback can be challenging. What should you say? What should you not say? Should you even respond? In today's, your customers will be not only your biggest advocates but also your biggest critics. However, negative feedback can offer actionable insights to build a stronger product and customer experience.

8 KPIs For Quality – Philippines Telemarketing Lead Generation Services

Magellan Solutions

Inbound & Outbound B2C Telemarketing with the largest call center in the Philippines. Magellan Solutions can organically develop and expand your reach to different consumer markets. This is done by directly talking to your customers. Through high quality B2C telemarketing services, we can do the following: . Order entry. Credit card processing. Fulfillment. Customer survey. Furthermore, our agents establish and build consumer trust. We also identify needs and respond with targeted offers.

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VIDEO: Will AI Augment or Replace Your Agents?

NobelBiz

Marc rapidly discovered that post-call analysis and coaching were ineffective on their own, so after making the same costly mistakes on his phone calls, he founded a SaaS start-up, powered by Artificial Intelligence (AI). The post VIDEO: Will AI Augment or Replace Your Agents?

How do decision trees help decrease contact center operational costs?

Knowmax

How do decision trees help decrease contact center operational costs? Decision Trees call center decision trees decision tree software decision trees for contact centers

VIDEO: Sentiment Analysis and What to Do with It

NobelBiz

Marc rapidly discovered that post-call analysis and coaching were ineffective on their own, so after making the same costly mistakes on his phone calls, he founded a SaaS start-up, powered by Artificial Intelligence (AI).

Power Hour with the Community Team at Mural

Speaker: Beth Vanderkolk, Lindsay Olson, & Amanda Peterson, The MURAL Community Team

Want to know what it takes to build a community from the ground up? Join us for our panel discussion with the MURAL Community Team. In just 4 months, they have established a thriving community, and they're with us to explain how they did it.