ShepHyken
APRIL 7, 2021
Today’s customers are smarter than ever. They know how to buy. The digital/online world has given customers the power to research products, read reviews, and compare prices. Often, customers have made up their minds about what they are going to buy before they ever leave their home or office. They are armed with knowledge and information, ready to talk to the salesperson and buy what they came for.
NICE inContact
APRIL 7, 2021
A hybrid workforce model isn’t going anywhere anytime soon. Agents are loving the flexibility and comfort it offers. But like anything, it comes with its own unique challenges as you try to keep employees engaged in their positions. If you’re unsure of where to start, the six pillars of a hybrid contact center workforce engagement strategy listed above would be a great place to start.
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Kerry Bodine
APRIL 7, 2021
Hard-hitting content. Sessions that fit into your workday. Our two-part virtual bootcamp delivers a practical primer on journey mapping that you can immediately put into action for your organization. Part 1: Introduction to Journey Mapping. This introduction will help you build a solid understanding of the journey mapping methodology and how you can apply it to specific business challenges.
TechSee
APRIL 7, 2021
Today more and more companies are recognizing the benefits of allowing their employees to work from home (WFH), or more accurately, work from anywhere (WFA) that best suits their lifestyle. In fact, Global Workplace Analytics estimates that 25-30% of the workforce will be working from home multiple days a week by the end of 2021. While remote working is considered a win-win for companies and their staff, a WFH model makes an IT professional’s job more complicated.
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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.
Totango
APRIL 7, 2021
In this blog series, we discuss different Totango integrations that help to harness the powers of all of your technology platforms into one dynamic system. The Totango API provides a full customer 360 view and helps improve your team’s efficiency so you can take your customer success to the next level. . This article explores Totango’s workflow integrations including Segment and Zapier, but these are just a few of the ways you can automate and streamline your workflows with Totango.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
ChurnZero
APRIL 7, 2021
If you’ve ever been a part of the decision-making process for purchasing software for your team, then you know, it is imperative that you do your due diligence before signing on the dotted line. In order to feel confident about your buying decision you might do many things to vet the solution including testing out a free trial, speaking to references, looking at comparison reports and last but not least looking at multiple customer reviews. .
Playvox
APRIL 7, 2021
Contact Centers are measured along several dimensions. At the company level, KPIs such as customer satisfaction, Net Promoter Score, and upselling or cross-selling are typical. At the operational level, metrics such as average time in queue, cost per call, and first call resolution rate are often front and center. And at the agent level, handle time, adherence, and idle time are frequently evaluated.
The DiJulius Group
APRIL 7, 2021
The vaccine everyone needs! A gathering of revolutionaries committed to changing the world by creating a customer service revolution. The Customer Service Revolution conference is BACK and in person October 5th & 6th in Cleveland, the customer service capital of the world! We are so excited to announce the incredible lineup for the 2021 Customer.
ViiBE Blog
APRIL 7, 2021
What is a customer service training video? Some people are a natural fit for customer service. Still, not everyone has the knack for anticipating customer needs and maintaining a professional composure even in stressful scenarios. Customer service training videos have been used for decades by companies to improve customer interactions with employees.
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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.
Wootric CX Blog
APRIL 7, 2021
In the world of software development, Product Managers must integrate customer insights — delights, frustrations, and pain points — into product development. During startup mode, it’s easy to interact with customers every day, inputting their feedback directly into product roadmaps. . As your user base grows, having those quality 1:1 interactions with users becomes more difficult.
Magellan Solutions
APRIL 7, 2021
Choosing the most accurate medical transcription service. Accurate and timely transcription is an absolute must. Medical transcription is key in medical practice. Quality transcription is important for both physician and the patient. Small practices have three main options for transcription: . In-house transcription . Transcriptionists save physicians time by writing out and editing dictations. .
Influitive
APRIL 7, 2021
Taking a customer advocacy program global is no small feat. As programs grow, it becomes more challenging to create personalized content that feels hyper relevant to each member. With customers spanning 5+ languages throughout Asia, EMEA, Latin America, and North America, SAS was faced with this unique challenge—especially as the program grew 394% in 2020. […].
CSM Magazine
APRIL 7, 2021
If you have recently set up your website for a local offline business you own, you need to know about local citations. Google and other search engines aren’t just about bringing global traffic to your website. They do an equally good job of driving local visitors to your website and then to your store. Read this guide completely to know about local citations to get started.
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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,
Blueshift
APRIL 7, 2021
Let's dive into the Customer Data Platform (CDP) versus the Marketing Automation Platform (MAP), and the impact each of these platforms can have on your business, The post CDPs vs. Marketing Automation Platforms: What Marketers Need to Know appeared first on Blueshift.
ViiBE Blog
APRIL 7, 2021
What is a customer service training video? Some people are a natural fit for customer service. Still, not everyone has the knack for anticipating customer needs and maintaining a professional composure even in stressful scenarios. Customer service training videos have been used for decades by companies to improve customer interactions with employees.
inSided
APRIL 7, 2021
A few years back, the need for a one-to-many customer feedback model at fast-growing event management platform Bizzabo became evident. With the sign-off from the leadership team, the journey to build a scalable and transparent customer feedback process began. We spoke to Ben Anthonisz , Manager of Customer Education at Bizzabo, who went from a one-man-band to managing a customer community team in their efforts to scale Bizzabo’s one-to-many processes, collect customer feedback, and ultimately –
CSM Magazine
APRIL 7, 2021
AI has opened up opportunities for more people to become professional translators. Camila Pohlmann, Head of Community Ops at Unbabel , highlights three things that have changed about the translator role. AI and machine translation have come a long way since its early days. Even so, human translators are still a very critical part of the process. Many companies rely on hybrid human-machine translation to complete critical tasks in areas such as multilingual customer service, where high stakes int
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.
Magellan Solutions
APRIL 7, 2021
Take This As Precaution For A Successful Outbound Telemarketing Services. Telemarketing. Oldest but still the most effective marketing tool when your goal is to reach a wider market segment. This is divided into two types: the outbound telemarketing services and the inbound telemarketing. These two may be similar at the first glance as both connect with consumers but they sure are different. .
CSM Magazine
APRIL 7, 2021
An app can make or break the customer journey. Get it right and the ease and simplicity of your product will have your customers coming back for more. Get it wrong, and no matter how brilliant your solution, you’ll struggle to grow your user base. Jack Underwood, Founder and CEO of Circuit explains. With so much on the line, it can be difficult to know where to start but brands have a secret weapon at their disposal.
MyCustomer
APRIL 7, 2021
Loyalty The Tesla vs Amazon stats that reveal NPS's flaws.
CSM Magazine
APRIL 7, 2021
For many brands, the post-purchase experience is an afterthought. Maybe it’s something in the name, implying that the real work has already been done. Pete Shannon, COO at HelloDone believes that thinking this way is a big mistake. The post-purchase experience is one of the most critical, fragile parts of the customer journey. Getting this stage wrong could mean driving brand reputation into the ground.
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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.
5CA
APRIL 7, 2021
The post Going mobile: the mobile gaming boom and expectations for what’s more to come in 2021. appeared first on 5CA.
CSM Magazine
APRIL 7, 2021
It has been a year since the globe was turned on its head, and the world population was forced indoors. Companies and individuals alike had to scramble to find new ways of communicating with each other during lockdowns. Remote working has forced virtual communication to rapidly expand and improve to keep up with the increased need. Whether you are running virtual team meetings, high-level management boardroom conferences, webinars and online summits, or, simply creating a virtual team-building t
Happy or Not
APRIL 7, 2021
As one of the most disrupted industries throughout the pandemic, retail businesses have been working hard to best serve customers while also complying with constantly changing restrictions. With […]. The post 3 ways retailers can drive growth in 2021 appeared first on HappyOrNot.
MyCustomer
APRIL 7, 2021
Engagement Is service design different to experience design?
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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?
Forrester's Customer Insights
APRIL 7, 2021
Crisis-Driven Innovation — A Wake-Up Call There is nothing like a crisis to fuel innovation. In a crisis, people and businesses can behave in extraordinary ways. Throughout the COVID-19 pandemic in 2020, innovation and invention jumped to the fore as industry pivoted. Distillers and brewers repurposed alcohol for hand sanitizers, and engineering companies made ventilators. […].
Kerry Bodine
APRIL 7, 2021
Hard-hitting content. Sessions that fit into your workday. Our two-part virtual bootcamp delivers a practical primer on journey mapping that you can immediately put into action for your organization. Part 1: Introduction to Journey Mapping. This introduction will help you build a solid understanding of the journey mapping methodology and how you can apply it to specific business challenges.
Forrester's Customer Insights
APRIL 7, 2021
Jump scares are those crazy moments in films, video games, horror films, or haunted attractions that are usually preceded by a quiet moment and have you involuntarily jumping. You are responding to a rush of adrenaline. Here’s an unexpected one in the movie “The Lord of the Rings: The Fellowship of the Ring,” where scary […].
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