NICE inContact

JULY 2, 2019

Digital customer service and business both move at the speed of now. Agility and flexibility are key, and responsiveness needs to be non-stop. This is why digital customer service is such a good fit for business and why integration needs to be seamless. There’s simply no time for mistakes. The case for digital customer service integration is clear: Companies using digital channels for customer service can increase customer engagement and answer more customer queries without any additional resour

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CSM Magazine

JULY 2, 2019

In a world where technological advances are constantly evolving, business l??d?r? have realized that n?w?d??? ?f they want t? remain ??m??t?t?v? ?t is necessary to ?d??t and b? part ?f this technological w?v? through different platforms, enterprise ???l???t??n solutions and tools that will help offer a better service to ??n?um?r? and prospects. Th? current ??

Software 40

Software Customer Service Multi-Channel Customers 40

CSM Magazine

JULY 2, 2019

Here we take a look at some simple ways you can ensure your customers will love your contact centre’s chatbot, rather than loathe it! Chatbots have become an essential aspect of many modern contact centres. Chatbots are invaluable to agents at busy times of the day, fielding basic queries from customers, allowing live agents the chance to focus on more complex cases.

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InMoment XI

JULY 2, 2019

MaritzCX “Agile” Workspace Promotes Employee & Business Success The overall goal of the agile method is to adapt to change and deliver working software as quickly as possible. And although quality paired with speed is the main goal, it is important to note that employees are humans and they have personal needs that must be. View Article.

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Software 330

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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

Lumoa

JULY 2, 2019

Actionable insights are data sets that prescribe any direct, meaningful actions you can take based on the analysis of raw data.

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How To Analysis Data 303

NICE inContact

JULY 2, 2019

BAYADA Home Health Care provides clinical and personal care support services to patients at home, helping them stay independent and comfortable. With 360 offices in 23 states and five international offices, the company employs 28,000, mostly nurses and home health aides. While BAYADA has experienced robust growth in past years, its New Jersey contact center wasn’t so healthy.

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Abandon Rate Contact Center Hospitality Insurance 150

GetFeedback

JULY 2, 2019

Net Promoter Score is a fundamental customer loyalty metric. Learn how to integrate NPS with Salesforce to drive real results from customer feedback.

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Experience Investigators by 360Connext

JULY 2, 2019

What does co-creation with customers really mean? Co-creation means letting your customers in on the ground floor of innovation and creating new products, services, and customer journeys in sometimes real time with them. Customers become partners and advisors, not just end users. And it isn’t limited to just customers. Organizations can also co-create with vendors, suppliers, resellers and specific groups of employees.

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Alida

JULY 2, 2019

With a global audience in excess of 249 million, Refinery29 is largely regarded as the preeminent authority on young women. A business that started as a creative-focused city guide now influences everything from Sunday brunch to big business. Their most recent foray into the world of personal finances has earned them a reputation as “one to watch” in the financial industry as insurance companies, banks, and fin-tech services vie for the attention of their multi-billion dollar audience and drive

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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

TechSee

JULY 2, 2019

Customer service calls are usually pretty routine: customers can’t log in, something isn’t working, they need help setting up a device, or they need clarification on a bill. But sometimes, in the midst of the mundane, comes the mind-boggling: crazy, funny or hair-raising B2C customer service success stories that make your day and inspire you to deliver ever-better service.

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ShepHyken

JULY 2, 2019

Punk CX with Adrian Swinscoe. Painting Outside the Lines of Customer Service. Shep Hyken interviews Adrian Swinscoe. They discuss his new book, Punk CX , and talk about how to apply punk sensibility to the customer service world. The Interview with Adrian Swinscoe: The speed of change is unceasingly fast, but true progress can be impeded by too much to quickly.

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Metrics Survey Exceptional Customer Service Measurement 108

Myra Golden

JULY 2, 2019

For all of my onsite customer service workshops and keynotes, I arrive at least 45 minutes before we start so I can meet and talk to the people who’ll be spending several hours with me. Now I didn’t always do this. In the past, I’d hide out in the back of the room, mentally preparing and praying, and only go up after I was introduced.

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Gainsight

JULY 2, 2019

We live in a world where everyone is always on the go. Whether traveling for work, to conferences or out-of-town customer meetings, or balancing busy personal lives with family outings and errands, it can seem like there’s always something to do or somewhere to go. And as a customer owner responsible for ensuring that your customers realize tangible business outcomes with your product or service, this constant on-the-go lifestyle can mean additional stress and a plunge in productivity in managin

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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,

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Myra Golden

JULY 2, 2019

Imagine your next phone call is from an angry, irate customer, and you’ve only got a few seconds to gain control. Are you 100% confident you can handle it? If not, I’ve got the perfect program for you. Tae my 3 0-minute De-escalation Online Training , and you’ll be able to: Handle Any Difficult Customer. I promise, after just 30-minutes with me in this special “3-Step De-escalation Method” on-demand workshop, you will be inspired and thrilled with how much more productive you can be at getting a

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How To Training Course Customers 88

Gainsight

JULY 2, 2019

This year at Pulse 2019, Gainsight officially made our biggest product announcement ever. We unveiled the Gainsight Customer Cloud that includes incredible products like CS, PX, CX, CDP and RO—all purpose-built to drive customer success across the entire company. But there’s one announcement that’s just as big of a deal that may have flown under the radar compared to the Customer Cloud: a deep integration with Microsoft Dynamics 365.

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CustomerSuccessBox

JULY 2, 2019

Several studies have shown that successful customer onboarding is one of the most crucial pieces to make a customer renew their contracts in future. Though every company will have a different customer onboarding process as per their requirements but there are some basic things every B2B SaaS company should follow. A few months ago we conducted a Customer Success meetup in Bangalore where several Customer Success Leaders came and shared their learnings and insights on various topics.

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Chattermill

JULY 2, 2019

How to Increase Survey Response Rates. by Sam Frampton. on 3 Jul 2019. surveys. Struggling with low survey response rates? Start seeing a turnaround with these tips that will help you collect more data and better understand how your customers feel about their experience. Surveys. It comes down to basic statistics: a small sample size undermines the reliability of your data.

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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

Think Customers

JULY 2, 2019

Customer Contact Week—a conference focused on customer experience and customer care technology and trends—recently celebrated its 20th anniversary in Las Vegas. So, how has the customer experience evolved in the past two decades? While there have been some significant technological advances, attendees agreed that far more work remains to better serve customers.

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Contact Center Conference Customer Care Trends 49

Oracle

JULY 2, 2019

SmarterCX presents the Smarter Demos series , a 2-minutes-or-less look at some of the most innovative CX technologies and how they work. In this 18th video in the Smarter Demos series, we take a look at some of the latest CX tech that predicts asset maintenance with machine learning. Renuka Uttarala, Senior Manager, Cloud Solution Hub, Oracle describes a solution that intelligently predicts asset maintenance for those in the infrastructure construction field.

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Connective DX

JULY 2, 2019

Thinking of selecting a new content management system? Here are three considerations every organization should undertake before making a final decision.

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System Management 45

Think Customers

JULY 2, 2019

Customer Contact Week—a conference focused on customer experience and customer care technology and trends—recently celebrated its 20th anniversary in Las Vegas. So, how has the customer experience evolved in the past two decades? While there have been some significant technological advances, attendees agreed that far more work remains to better serve customers.

Contact Center 40

Contact Center Customer Journeys Net Promoter Score Conference 40

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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

Chattermill

JULY 2, 2019

How to Increase Survey Response Rates. by Sam Frampton. on 3 Jul 2019. surveys. Struggling with low survey response rates? Start seeing a turnaround with these tips that will help you collect more data and better understand how your customers feel about their experience. Surveys. It comes down to basic statistics: a small sample size undermines the reliability of your data.

Survey 40

Survey How To Feedback e-support 40

Confirmit

JULY 2, 2019

I've just passed two months here at Confirmit and I'm acutely aware that I can no longer speak about my tenure by number of weeks, which also means I'm close to no longer being considered "new"! So, it's probably time for an introduction and to share some of my initial thoughts of this company… My background is in psychology and it remains a passion of mine.

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Connective DX

JULY 2, 2019

'Transformation' is one of those words that sometimes gets used a bit, well, aspirationally. But healthcare organizations really are disrupting business as usual thinking to embrace consumerism, new technology and emerging medical knowledge.

Healthcare 40

Healthcare Innovation Technology 40

ChurnZero

JULY 2, 2019

Summer is Here – Bring on the Customer Success Interns! Summer is officially here, and many college students are searching for an internship. As you see these ambitious young people in other departments in your organization, like sales or marketing, you might be asking yourself if it would be a good idea to bring on an intern to help with your Customer Success efforts, and we think it is.

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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

kommunicate

JULY 2, 2019

We have been working hard and hustling in the month of June to bring the latest powerful features for you. The June release includes Amazon Lex bot integration, CSAT rating tool, new feature-rich Helpcenter, Bot integration flow improvements, latest iOS/Android SDKs, and other improvements. If you have missed previous versions of product updates, Read here. [.].

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Tools 40

Merkle

JULY 2, 2019

The Challenge: Our client wanted to understand whether the application of machine learning to data (images, video) collected by an autonomous device could be used automate routine inspections currently only performed by humans. The solution needed to be scalable and extendable, integrate easily with our client’s existing tech stack, have a high level of confidence, provide easily digestible outputs, and provide a means to notify colleagues of required interventions.

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Forrester's Customer Insights

JULY 2, 2019

In mid-May, Yes Marketing, the email service provider division of marketing services provider, Infogroup, announced that was exiting the email technology business. It will support its proprietary Yesmail platform for the next 36 months while actively migrating current clients onto Adobe Campaign. This feels like the end of an era to me! Yesmail was one […].

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