Cyara

FEBRUARY 8, 2021

Customer experience is a moving target. What a customer expects from your business is not only based on their past experiences with you, but also on experiences they’ve had with other businesses in general. As a society, the bar is raised on CX as soon as another organization succeeds in delivering a consistently exceptional, replicable experience. While we might silently cringe when the customer in line ahead of you asks to speak to a manager, we all know we’re empowered to do the same: to dema

Customer Expectations 67

Customer Expectations Customer Experience Management eBook 67

NICE inContact

FEBRUARY 8, 2021

Do you ever feel like your competitors have outdistanced you when it comes to using innovative technology to create exceptional customer experiences? Are there signs that your customers are lukewarm about your organization's customer support options? Maybe your agents complain about the outdated technology they use every day while assisting customers?

Call Center 156

Call Center Technology Customer Experience Innovation 156

GetFeedback

FEBRUARY 8, 2021

How to conduct customer success surveys to improve retention and satisfaction.

Customer Success 195

Customer Success Survey Customers How To 195

NICE inContact

FEBRUARY 8, 2021

Digital has far-reaching implications not just for how organizations provide service today, but also for how much more change is coming in the very near future. Those who “win” customer service will need to completely reimagine it—and digital will be central to that.

Contact Center 156

Contact Center Strategy Customers Customer Service 156

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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

Comm100

FEBRUARY 8, 2021

Offering live chat on your website is a no-brainer if you want to provide accessible and fast support to your customers. It’s fast become the most popular digital channel for customers and agents alike whose experiences are both improved by it. But before you jump into choosing your live chat software , you need to decide if you want hosted or self-hosted live chat.

Software 131

Software Social Media Healthcare Knowledge Base 131

ShepHyken

FEBRUARY 8, 2021

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Make Every Day Valentine’s Day by Showing Love and Empathy to Customers by Janelle Estes. (CMSWire) Valentine’s Day is approaching.

Customer Service 95

Customer Service Self Service B2B Retail 95

Myra Golden

FEBRUARY 8, 2021

Guide customers to the next step, or bring down the temperature in interactions, and slash talk time by explaining three things: Here’s what we know Here’s what we’ve done Here’s what’s next. Was This Helpful? I’m asking you because my newsletter offers ideas like this all the time. If you’re not yet subscribed, sign up here.

Interaction 101

Interaction Customers Customer Experience Design Customer Experience 101

Totango

FEBRUARY 8, 2021

Totango, Inc., the largest and fastest-growing customer success platform, today announced that G2 has recognized the company as one of the Top 50 Best Software Companies for 2021. G2, the largest software marketplace and review platform, annually names its list of best software companies based on authentic, timely reviews from real users. “We are honored to be named to G2’s prestigious Top 50 Software list for 2021,” said Guy Nirpaz, CEO and Founder of Totango.

Software 95

Software Company Analytics Customer Journeys 95

PK

FEBRUARY 8, 2021

For many, getting the COVID vaccine seems like an inevitability. But how will you find out when it’s available? If you’re like me, you have no idea when you’ll be […]. The post Personalized healthcare for all appeared first on PK.

Healthcare 98

Healthcare Analytics 98

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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

GlowTouch

FEBRUARY 8, 2021

Share this entry Share on Facebook Share on Twitter Share on Pinterest Share on LinkedIn Share by Mail Meet Tanya Bussey, one of our Customer Service Representatives. Though she’s only been with GlowTouch eight months, Cheryl’s been ‘training’ for her role at GlowTouch her entire life. Both of Cheryl’s parents were teachers, and she believed, “I was just supposed to be a teacher.

Contact Center 98

Contact Center Customer Service Representative Training Software 98

Optimove

FEBRUARY 8, 2021

Sometimes, when our daily work drags us through the mud of day-to-day details and tasks, we lose sight of how all the dots connect. So today, on our Smart CRM Basics series, we want to take you through a 4-minute drill and just see for a moment how all the moving parts of eCommerce marketing at scale are making sense together. It could be a useful exercise for experienced and novice CRMers alike.

Ecommerce 59

Ecommerce CRM Marketing B2C 59

Magellan Solutions

FEBRUARY 8, 2021

Companies are now getting Telehealth services from their Healthcare BPO partner. But why? Telehealth gains its popularity overnight as soon as the pandemic hits the globe. With many restrictions put up by the government, staying at home becomes mandatory. It also forces businesses to limit their operations for the safety of everyone. These include healthcare providers like hospitals and clinics.

Healthcare 52

Healthcare Hospitality Call Center Government 52

Optimove

FEBRUARY 8, 2021

Sometimes, when our daily work drags us through the mud of day-to-day details and tasks, we lose sight of how all the dots connect. So today, on our Smart CRM Basics series, we want to take you through a 4-minute drill and just see for a moment how all the moving parts of eCommerce marketing at scale are making sense together. It could be a useful exercise for experienced and novice CRMers alike.

Ecommerce 52

Ecommerce CRM Marketing B2C 52

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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

CSM Magazine

FEBRUARY 8, 2021

Since time immemorial, sales and customer service have had a fraught relationship at best, and an outright adversarial relationship in the worst of times. Both are major budgetary expenses. Customer service has often drawn the short straw because it is seen as a budgetary drain while sales brings in the money. If one has to suffer, it is usually customer service.

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Sales Customer Service Government Consumers 52

SurveyGizmo

FEBRUARY 8, 2021

Filling audience panel quotas isn’t always easy. Sometimes the audience a customer wants is pretty hard to find, other times they want people who don’t take surveys. In those cases, the Alchemer Panel Services team helps researchers understand the tradeoffs in finding their ideal audience. Here are some helpful tips to make it easier to complete your research and set expectations with your clients.

Survey 52

Survey Airlines Social Media Healthcare 52

Uplight

FEBRUARY 8, 2021

Don McPhail from Uplight had the opportunity to participate in a recent SECC webinar, titled, “Demand Response: What Have We Learned and What’s to Come,” with Nathan Shannon of SECC and Shannon Morrow from Consumers Energy. In 2020, Consumers Energy responded to the challenges brought on by COVID-19 by partnering with Uplight and Google to Read More.

Consumers 52

Consumers 52

CSM Magazine

FEBRUARY 8, 2021

Reuters Events are excited to announce their next free customer service & experience webinar: ‘Kickstarting Your Customer-Centric Culture.’. It is becoming clearer that top-class customer experience cannot be achieved without nurturing great employee experience. An organization’s CX goals can become a reality when everyone across the enterprise has adopted a unified, customer-centric mindset.

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Customer Centricity Culture Employee Experience Leadership 52

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

Plantt

FEBRUARY 8, 2021

Join Plantt at the Customer Success Festival to hear from CS experts and leaders about growth, remote work, COVID-related adjustments, new metrics to build relationships, and tips and tricks to help your team stay productive and proactive.

Tips 52

Tips Metrics Customer Success Customers 52

Helpware

FEBRUARY 8, 2021

Contracting commercial activity to a third-party company that has relevant expertise is termed business process outsourcing. The most common functions for outsourcing are customer service, accounting, payroll, human resources’ management. As a rule, BPO performs complementary, rather than core functions, with either tech or non-tech services. From newly established businesses to large-scale enterprises, companies of any scale contract out processes.

Resources 52

Resources Customer Service Company Management 52

CSM Magazine

FEBRUARY 8, 2021

Many people around the world want to become a therapist , especially after the year we’ve had. This isn’t just an incredibly rewarding career, but it is also one of the few sectors that have thrived during the pandemic due to rising mental health issues and are providing greater job security than ever before, something many of us seek. Becoming a therapist is a huge commitment, it takes years of training and a substantial cost to become fully qualified.

Customer Service 52

Customer Service Video Customers Industry 52

Magellan Solutions

FEBRUARY 8, 2021

What is even an order taking call center? And why do people keep on saying they need it? A missed call is a missed opportunity. Do you agree? Delays in processing orders is a huge turn off for customers. Everyone wants to feel valued. We don’t want to waste our time waiting for the next person to attend to our simple request. We want it to be fast yet efficient and concise.

Call Center 52

Call Center Conference Trends Report 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

CSM Magazine

FEBRUARY 8, 2021

For your company to succeed you need to ensure that you build a team that is robust, capable and focused on the goals of your organisation. Hiring the right individuals to work in your company will help to strengthen your business and allow you to move toward your targets with more confidence. As the old saying goes ‘a team is only as strong as its weakest link’.

Tips 52

Tips Software System Customer Experience 52

Forrester's Customer Insights

FEBRUARY 8, 2021

Hello everyone! This January, I joined Forrester as an analyst on the Security and Risk team. I’ll be covering topics like Network Analysis & Visibility (NAV), Zero Trust Architecture, and the Zero Trust eXtended (ZTX) ecosystem. I am extremely excited to join the team and make Zero Trust more accessible for organizations to understand and […].

Meeting 52

Meeting Analysis 52

Magellan Solutions

FEBRUARY 8, 2021

Chat Support Services is a staple to deliver a great customer service . Importance of Contact Customer Support. Customer support is a vital part of any business. A good contact customer service team helps business in brand building. . As well as to establish a good connection with customers. Even after a service is rendered. A product is delivered. Customers expect any brand or business to build a connection with.

Customer Service 52

Customer Service Customer Service Representative Customer Retention Call Center 52

Forrester's Customer Insights

FEBRUARY 8, 2021

You’re probably tired of hearing about 2021 cybersecurity predictions. This is something different. We’re taking a look back to what we predicted would happen in 2020, and grading our predictions. After all, why make predictions in the first place if we’re not going to reflect and assess ourselves afterwards? When we make predictions, we aim to identify what is different that we think will happen based […].

Data 47

Data Trends Management Customers 47

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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

Brandwatch CX

FEBRUARY 8, 2021

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Forrester's Customer Insights

FEBRUARY 8, 2021

It’s official: 2020 was a sucky year for fintech funding. After rising rapidly from under $1 billion in 2010 to over $41 billion in 2019, fintech funding dropped appreciably in 2020. Overall investment in fintech was down 31% in 2020 compared to the previous year. And an already-bad year ended even worse: Q4 2020 saw […].

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Customers 40

SmartKarrot

FEBRUARY 8, 2021

Role: Director of Customer Success Location: New York, United States Organization: Okapi AI As a Director of Customer Success, you will own the overall relationship with the customers. Develops deep relationships with a wide range of partners at the customers (from executives to project managers), learn what their most important strategic priorities are, and ensures we deliver these outcomes.

Customer Success 10

Customer Success Roadmap Consulting Customers 10