Mon.Feb 22, 2021

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Diversity and Inclusion in Customer Success: Why It Matters

SmartKarrot

Customer Success (CS) teams tend to mirror the diversity found within the SaaS and other organizations that they work with. You will likely find people from different backgrounds, races, and cultures. As is often the case with diverse groups, each will signify a wide-spectrum of values that will innately help with building better relationships with customers.

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Digital contact centers: The future is now

NICE inContact

When it comes to planning technology investment, the contact center is thought of as a cost center and unfortunately often overlooked or sold short. When it comes to technology initiatives, it might go unnoticed and underfunded. This creates two issues: a contact center that stays in the past can cost your business a lot of money, and you might be missing out on turning the contact center from a cost center to a profit center.

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PIPEDA – How and Why Comm100 Complies to Canada’s Privacy Law

Comm100

92% of Canadians are concerned about their personal privacy, and 45% think businesses don’t respect their privacy rights. We live in an increasingly privacy-conscious world, and it’s no wonder. With technology and data so key to our lives, it’s almost impossible to keep tabs on who has our data and what it’s being used for. For any business to thrive, they need their customers to trust them, and to do this, they need to prove that they take personal privacy seriously.

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Chesterton and his gate

Zeisler Consulting

One of my favorite Process Engineering tools is the Five Whys. The basic principle is to consider a problem or imperfection, ask why it’s the way it is, and then ask why that explanation is so. We keep digging (as the title suggests, five times, but your mileage may vary) until we’ve uncovered the true root cause of an issue. The idea here is to work toward better understanding what’s behind a problem rather than simply fixing the facial, obvious symptoms.

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

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!

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5 Top Customer Service Articles For the Week of February 22, 2021

ShepHyken

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. Carole McCluskey: Create Memories That Count by SMG Events. (CMSWire) Carole McCluskey’s late grandmother once told her that it was easier to remember the dirty jokes than the clean ones, and that is often the case with customer service, too: The bad experiences are o

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7 Inspiring Black Women Leaders Transforming Technology

Oracle

In celebration of Black History Month, we’re highlighting some of the leading Black innovators shaping the technology world and taking us in bold new directions. Join us in celebrating the tremendous contributions today’s Black women leaders are making to technology, engineering, and beyond. Dr. Aprille Ericsson, NASA. Aerospace engineer and NASA executive Dr.

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Using Comment Cards for Feedback – Don’t

Opinionator

Still Using Paper Comment Cards? STOP NOW! There is no good news about paper comment cards, as they have never been an effective feedback tool. Neither have other traditional forms of on-location feedback including mystery shopping. Businesses should make the switch to a digital alternative that erases the issues with customer comment cards and delivers on the spot, actionable feedback.

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10 Best SMS Survey Software

Zonka Feedback

While communicating with customers to gather feedback has always being an important aspect of any business, the way to communicate with the customers have been typically changed since last year due to the ongoing pandemic. This was the time when all the entities of society had to adapt to the evolving situations due to COVID 19.

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The Top 5 Grocery Consumer Expectations of 2021

Second to None

Consumer behaviors have shifted dramatically due to the pandemic, and trends are pointing straight at a refined customer experience in 2021. Forbes breaks down 11 customer experience changes that are taking place right now to meet the 2021 consumer, but we want to take in a more specific direction. . Here are the top 5 consumer expectations as it relates to the grocery industry in 2021. 1.

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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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Customer Growth Game Changer: Totango Breaking Records and Rewriting the Rules for Customer Success

Totango

What comes to mind when you think of the term “game changer”? With the recent Super Bowl, perhaps your mind drifts to NFL quarterback Tom Brady. As a little-known, sixth-round draft pick out of the University of Michigan, it’s safe to say no one expected much out of Brady in the NFL. However, by his second season in the league, Brady became the starting quarterback for the New England Patriots and led his team to their first Super Bowl title.

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The Top 5 Grocery Consumer Expectations of 2024

Second to None

Consumer behaviors have shifted dramatically due to the pandemic, and trends are pointing straight at a refined customer experience in 2021. Forbes breaks down 11 customer experience changes that are taking place right now to meet the 2021 consumer, but we want to take in a more specific direction. Here are the top 5 consumer expectations as it relates to the grocery industry in 2021. 1.

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How Does Live Call Coaching Improve Customer Service Conversations?

Advantage Communications

All companies want to implement a customer service strategy that improves the customer perception of their brand, delivers seamless customer experiences and drives brand loyalty.

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Secondary Effects of Churn: Part 1 of 2

Education Services Group

Churn is a naughty word. Ah, yes. Churn. The dreaded kryptonite of all SaaS companies. Churn occurs when the client does not renew their subscription with your SaaS company. And if enough churn occurs among your subscriber base, then you don’t have much of a company left; therefore, it is prudent to understand both the first and second degree effects of churn on your company.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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Kustomer Receives ISO 27001 Certification for Information Security Management

Kustomer

Here at Kustomer we understand the importance our clients place on their data, and that is why we consider keeping it safe one of our biggest priorities. We architected the Kustomer platform from the beginning to deliver secure, reliable, continuously available applications, where the privacy of our customers’ data is always protected. The way we do that is through our continued commitment to security and privacy.

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Preview, Progressive and Predictive Dialers. Which One to Choose?

NobelBiz

Dialing technologies are a must-have tools for any contact center running phonecampaigns. These tools typically offer three modes of campaign management - contact preview, progressive and predictive - as well as a number of options aimed at increasing the level reachability. But what can each dialier offer to your organization ? The post Preview, Progressive and Predictive Dialers.

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Live Chat Outsourcing Pros and Cons

Magellan Solutions

Live chat outsourcing, like many other services, has its pros and cons. Live chat remains one of the most popular service channels to date because businesses like how cheap and efficient it is. Although to ensure success, it is crucial to consider the resources used. Amidst the crisis the economy is facing, companies are looking for cost-effective solutions.

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What Brilliance Looks Like. How to Create Winning Award Entries.

Confirmit

Celebrating its 16th anniversary, the ACE awards have welcomed hundreds of submissions from many CX and insights pros around the world. This year, we hope to reward leading teams who managed to navigate through these tricky times and found new ways to succeed. So what does a winning award submission need to have? It can be a lot of different things!

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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Why Go To a BPO Accounting Companies in the Philippines?

Magellan Solutions

Advantages of the BPO Accounting Companies in the Philippines. BPO accounting companies in the Philippines grow rapidly because of foreign demands. A lot of big firms prefer to outsource than hire an in-house team. This gives them a flexible budget control over manpower. . Besides that, the Philippines BPO also has top-notch data security. They invest a lot in solidifying their digital protection.

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Influitive Takes Customer Engagement Data to the Next Level

Influitive

Measuring your customer advocacy and community program’s success is critical for growing membership, boosting engagement, and delivering even better customer experiences. We’re excited about the recent release of Reporting 360, a wholly redesigned reporting and analytics suite powered by Looker and customized just for Influitive customers. This release combines brand new data and reports, robust […].

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How Staff Can Protect Their Data and Company Information Whilst Working From Home

CSM Magazine

As more employees are working from home, the protection of company data is more important than ever. Make Data Security a Priority . Let it be clear amongst your staff that cybersecurity is of paramount importance by establishing a cybersecurity policy. Often employees may be more lapse about data security when working from the comfort of their home, but they should be making it a priority, both on a personal and professional level.

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The CMS Five-Star Quality Rating System is Changing. Here’s How to Stay on Top

Think Customers

The Centers for Medicare and Medicaid Services (CMS) is raising the stakes on patient and member experience for health insurance organizations. CMS recently introduced changes to its Five-Star Quality Rating System that place greater weight on measures related to patient experience while reducing an emphasis on process measures. Each year, CMS rates Medicare Advantage and Part D prescription drug programs on a five-star scale, based on how well they performed in the prior year, with five stars r

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Top 5 Ways to Optimize Your Loyalty Strategy

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

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How Can Good Construction Site WiFi Help Enhance Customer Service in the Construction Sector?

CSM Magazine

Regardless of the size of a construction company, customer and employee activities are critical in the business. While customers contribute in the form of referrals, feedback, and direct contracts, employees handle construction processes. With construction site WiFi, however, you can optimise employee, contractor, and project management activities for enhanced productivity.

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CMB Spotlight: John Conti

Chadwick Martin Bailey

John partners with clients to uncover deep consumer insights and define effective marketing and brand strategies. He is skilled in designing custom qualitative and quantitative research studies that provide a solid foundation for making sound business decisions. With over 15 years’ experience, John has led a broad range of engagements including segmentation and targeting, brand positioning, new product development, customer experience, marketing communications, and pricing for some of the world’

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Characteristics of a Great Third Party Mortgage Processing Companies

Magellan Solutions

What to Look for Third Party Mortgage Processing Companies? Third party mortgage processing companies provide important benefits for businesses. It makes the service faster while saving so much money. Furthermore, training a team to do this can cost you more time. Besides that, hiring employees requires more HR-related tasks. With this in mind, a lot of mortgage loaners and brokers outsourcing loan processes.

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SKS365 strikes CRM partnership with Optimove

Optimove

“SKS365 has partnered with Optimove to tap into the provider’s CRM Marketing Hub. The Italy-focused operator is undergoing a business-wide digital transformation which includes a strategic investment in CRM. SKS365 will leverage Optimove’s solution to measure and optimise CRM journeys for registered players, including users of flagship brand Planetwin365.” The post SKS365 strikes CRM partnership with Optimove appeared first on Optimove.

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

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

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Feedbackly – Medallia But Better!

Feedbackly

Just some time ago I created a post “Qualtrics but better!” and some of the readers commented back, but what about Medallia? Well, that. Source.

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Facebook’s Ban On News Is a Blow To Consumers Not Regulators

Forrester's Customer Insights

On February 18, 2021 Facebook announced it would restrict sharing or viewing local and international news content in Australia in response to the Morrison Government’s move to regulate the relationship between the tech giant and news media outlets. At Forrester we had already predicted that in 2021 nationalistic economic policies, regional free trade partnerships, state […].

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A pragmatist's guide to digital customer experience experimentation

MyCustomer

Loyalty A pragmatic way to experiment with digital CX.