Totango

OCTOBER 6, 2020

Customer success vs. customer support: although these two terms appear similar, they actually refer to two different, yet complementary, functions within a company. Fulfilling a proactive role, customer success focuses on problem prevention and creates value by enabling clients to achieve business goals. Customer support is reactive and acts as a resource for clients to use when they encounter specific technical issues and need help. .

Customer Success 105

Customer Success Customers Measurement Communication 105

BlueOcean

OCTOBER 6, 2020

We believe that every outsourcer should earn your business by delivering value day in and day out whether your relationship with them is in its first year or its 20 th year. After all, continual improvement and striving to evolve are the hallmarks of long-term success. Great companies are regularly assessing the ongoing value of their partnerships – but how do you measure the true value your contact center outsourcer is delivering?

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

Win the Customer

OCTOBER 6, 2020

Customer service is one of the most important things to get right as a business – these moments of interaction with customers and clients leave a long lasting impression in individual hearts and minds. The sum total of these impressions is incredibly important to how your brand is perceived, and as people become more outspoken than ever on digital platforms, that counts.

Tips 173

Tips Customer Service Brands Customer Retention 173

ShepHyken

OCTOBER 6, 2020

A Customer Experience They Can’t Refuse. Changing the World One Customer Experience at a Time. Shep Hyken interviews Steven Van Belleghem , an expert in customer experience in a digital world. They discuss his latest book, The Offer You Can’t Refuse , and the four factors that go into amazing customer service. Top Takeaways: The year 2020 has thrown us into the future technologically.

Customer Experience 123

Customer Experience Brands Technology Resources 123

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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

Ecrion

OCTOBER 6, 2020

What is Digitization? | What is Digitalization? | How They Can Transform Businesses |. By using the Internet, entrepreneurs are able to accomplish nearly any task that they pursue. This is especially true when it comes to the overall productivity of their business. But, not everyone understands everything they should about digitization vs. digitalization.

Automotive 105

Automotive Trends Examples Data 105

Kate Nasser

OCTOBER 6, 2020

Prevent conversation derailment is Twitter global #PeopleSkillsChat topic Sunday Oct. 11th 10am EDT. JOIN host Kate Nasser, The People Skills Coach™ to share your experience and perspective. The post Prevent Conversation Derailment: JOIN Global #PeopleSkillsChat Oct. 11th 10amEDT appeared first on KateNasser.com.

Sales 98

Sales Communication Leadership Customer Service 98

Vanilla Forums

OCTOBER 6, 2020

We all want our communities to grow organically, filled with members who actively contribute. Many communities can and do reach this state, but never right out the gate.

98

98

One Millimeter Mindset

OCTOBER 6, 2020

It’s time to scrutinize whether you rely on composite business stories to catalyze clients to take action. Storytelling is useful in moving clients forward in decision-making about your programs, products and services. However, so-so business stories often receive neutral responses from clients. And when that happens, they take no action to move forward at all.

Leadership 91

Leadership Consulting Innovation Groups 91

Beyond Philosophy

OCTOBER 6, 2020

The 5 Rules for Driving Down Costs Without Affecting Customers. A lot of Behavioral Science can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. If you are like most businesses in 2020, you are facing a very different year for your bottom-line performance, and in many cases, it’s not a good kind of different.

Customer Focused 78

Customer Focused Measurement Customers Consulting 78

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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

Win the Customer

OCTOBER 6, 2020

Being a boss is so much more than pouring over reports. Your responsibilities exceed just making schedules and conducting meetings. How you manage your people is a huge contributor to your success. . As a leader, your employees are your most valuable asset. They can make or break your career growth and achieve your goals. Encouraging them to succeed and helping them grow is a huge part of their development.

Customer Service 76

Customer Service Social Media Financial Travel 76

Experience Investigators by 360Connext

OCTOBER 6, 2020

Customer Experience 143

Customer Experience Customers 143

Integrity Solutions

OCTOBER 6, 2020

Why are some salespeople uniquely successful? Do they have some special sales skills that others don’t? If your sales force is somewhat normal, just 20% are high performers. Imagine what a difference it would make if you could increase the entire team’s ability to sell more and develop stronger customer relationships. As companies stare down some nerve-wracking business trends — widening revenue gaps, economic uncertainty, changes in buying patterns combined with the new dynamics of remote work

Sales 87

Sales Training eBook Video 87

Helen Dewdney

OCTOBER 6, 2020

It is the third day of Customer Service Week. Today the theme is Recognition: Celebrate your customer service heroes. Why celebrate staff in customer service? How do you celebrate who is doing what that is working well? It’s important for feeling recognised so that staff feel loyal to the company and are therefore doing the best for the company. It is also about bringing about change, too.

Customer Service 82

Customer Service How To Feedback Measurement 82

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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

BirdEye

OCTOBER 6, 2020

The following content is from a guest contributor. Any business owner has multiple areas of their company that must be thought through, planned and managed each and every day. From production to sales to recruiting, it can easily get overwhelming. It’s crucial that a shop owner not take their eye off the ball when it comes to marketing. Without a robust marketing initiative, the business is setting itself up for stagnant growth and may find themselves in a perpetual ‘catch-up’ stage financially.

Marketing 60

Marketing Social Media Automotive Transportation 60

Helen Dewdney

OCTOBER 6, 2020

What do you do to nurture customer service talent? This week is Customer Service Week run by the Institute of Customer Service. Today is the second day and the theme is Capability & Skills: Identifying and nurturing customer service skills in your organisation. Ask your employees how to improve customer service. Have you ever asked employees what would make things better for them and ultimately improve the customer journey?

Customer Service 59

Customer Service Exercises Banking Training 59

NobelBiz

OCTOBER 6, 2020

As time goes by, the worldwide remote work experiment starts generating more and more data. In consequence, various industries seemed to have arrived at different conclusions when it comes to the work-from-home model. The latest news from the workforce market seems to point out that the contact center industry has settled for a clear model. Work-from-home Is Not for Everyone In some sort of a shock decision, at the end of September, JPMorgan called its employees back to the Madison Avenue offic

Contact Center 52

Contact Center Call Center Banking Customer Service Representative 52

Win the Customer

OCTOBER 6, 2020

Major Tech Brands enter the Wearables Business… Every major tech company has come out with a smartwatch. Samsung has done it, so has Sony, and now, with the Apple Watch, the world’s mightiest tech company has also come up with one. The entry of major companies into the smartwatch business has been hard on first movers like Pebble that were funded through best practices crowdfunding on Kickstarter.

Customer Service 52

Customer Service Course Technology Customers 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

Cyara

OCTOBER 6, 2020

Happy Global CX Day from Cyara! On this, the first Tuesday of October, the CX community celebrates individuals, companies, and organizations that work hard to bring quality customer experience to their audiences. This year brought so many added challenges, so to celebrate CX Day, we’d like to shine a light on a few of our customers who’ve embraced the challenge of delivering superior CX throughout the many (thanks 2020!

Customer Experience 52

Customer Experience Company Contact Center Call Center 52

Win the Customer

OCTOBER 6, 2020

Customer service is one of the most important things to get right as a business – these moments of interaction with customers and clients leave a long lasting impression in individual hearts and minds. The sum total of these impressions is incredibly important to how your brand is perceived, and as people become more outspoken than ever on digital platforms, that counts.

Tips 52

Tips Customer Service Brands Customer Retention 52

Confirmit

OCTOBER 6, 2020

The role of a CEO is a multi faceted one at the best of times. There are always hundreds of decisions vying for your attention, and all of them critical to the person raising them. In the current environment, everything is magnified. Small challenges can become big issues, and the physical distance between colleagues can feel like huge gulfs. I joined Confirmit a matter of weeks before the pandemic hit, and have yet to work in my local office alongside my new colleagues, or visit our many office

Communication 52

Communication Policies Software Report 52

Magellan Solutions

OCTOBER 6, 2020

Small business owners work hard to forge ahead towards success and make their brand bigger. The number one challenge in doing it is to find more cost-efficient and effective ways to do the different processes of your business, especially customer service. It is one of the greatest weapons of entrepreneurs — a critical part of the success of a business.

Customer Service 52

Customer Service Contact Center Call Center Exceptional Customer Service 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

Cyara

OCTOBER 6, 2020

Happy Global CX Day from Cyara! On this, the first Tuesday of October, the CX community celebrates individuals, companies, and organizations that work hard to bring quality customer experience to their audiences. This year brought so many added challenges, so to celebrate CX Day, we’d like to shine a light on a few of our customers who’ve embraced the challenge of delivering superior CX throughout the many (thanks 2020!

Customer Experience 52

Customer Experience Company Contact Center Call Center 52

inSided

OCTOBER 6, 2020

One of the most important things Customer Success teams do—and essentially, you could argue, their raison d'être— is to capture the myriad of signals customers give off in order to fully understand their success with a product (and therefore understand their likelihood of renewal).

Customer Success 52

Customer Success Measurement Customers 52

SMG CX

OCTOBER 6, 2020

To commemorate CX Day 2020—a global celebration of exemplary customer experience and the professionals who make it happen—we asked fellow SMG-ers to share some stand-out experiences they’ve had this past year and what businesses are doing to put customers’ health + safety first.

Customer Experience 52

Customer Experience Customers 52

CSM Magazine

OCTOBER 6, 2020

Red Box partners with RingCentral to deliver next-gen voice and video capture integrated with unified communications for highly regulated businesses. Dedicated voice specialist, Red Box , today announced a new integration partnership with RingCentral , a leading provider of global enterprise cloud communications, collaboration, and contact center solutions.

Video 52

Video Contact Center Healthcare Financial 52

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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

NobelBiz

OCTOBER 6, 2020

The Contact Center job market has always been very dynamic. But in the last year or so, the trend seems to only go one way. As opposed to other industries, contact centers all over the world migrated in droves towards the work-from-home model. In present days, companies started hiring almost exclusively remote agents. The post Remote Work Enthusiasts, Rejoice!

Contact Center 52

Contact Center Trends Industry Marketing 52

CSM Magazine

OCTOBER 6, 2020

Enterprise digital transformation consultancy and IT services firm ECS has helped South East Water (SEW) achieve business continuity for its 2.2 million customers during the Covid-19 pandemic. The three-week engagement included the deployment of a remote outbound contact centre for agents working from home in just two weeks using Amazon Connect. Like many customer-facing organisations, SEW was experiencing increasing volumes of customer queries just as social distancing rules required contact

Connections 52

Connections Self Service Consulting Analytics 52

SmartMessage Blog

OCTOBER 6, 2020

The pandemic, which still has its effects all over the world, has led to changes that affect customer behaviors while highlighting the importance of digital transformation in reaching wider audiences. As the digital transformation has become a necessity for the business world, the pandemic showed us that digital engagement is a power that should be used more effectively in times of uncertainty.

Customer Experience 56

Customer Experience Omni-Channel Chatbots Study 56