Wed.Jun 30, 2021

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3 Ways Chatbots Can Quickly Improve Customer Support Metrics

Solvvy

A customer’s interactions with a brand drives their entire perception of a business, and as most businesses can attest, each and every customer experience can leave long lasting effects. So how can you get a sense of the customer experience you’re delivering? It starts by analyzing your metrics – especially those tied to your customer support efforts. .

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Why Your Company Must Prioritize DE&I & LGBTQ+ Initiatives All Year

Alida

Patriotic flags, dazzling fireworks, mouth-watering BBQs, and scraping rainbow decals off of storefront windows—July is here!

Company 246
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Working in perfect harmony: AI and the contact center

NICE inContact

To learn about all 10 reasons for using AI in the contact center, be sure to check out the replay of the 10 Ways AI Can Improve the Contact Center Experience webinar, which is available now OnDemand. In that webinar, Laura Bassett and I talk about 10 outcomes of using AI in the contact center. You’ll hear lots of great insights, and you’ll get some additional resources to help get your contact center started with AI.

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Technician Dispatch in 2021: 4 Fresh Approaches to Cost

TechSee

Technician dispatches, known colloquially as “truck rolls,” are considered a necessary evil for many service organizations. If a customer has a need for service, the organization must dispatch a technician to deal with the issue, whether they like it or not. And they don’t like it. Why? Because companies that rely heavily on a technician workforce consider 25% of truck rolls (TSIA) as non-value-added activities and a tremendous waste of resources.

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From Data to Decisions: Maximizing Retail Potential with AI

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.

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How to Handle Difficult Customers

ShepHyken

Not long ago I covered six ways to handle angry customers. Often an angry customer and a difficult customer are the same. But that’s not always true. Sometimes difficult customers aren’t angry. They are just tough and demanding. That said, the techniques I cover in both of these posts can work, with a little tweak or variation depending on the situation.

How To 172

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6 Customer Service Skills for a Positive Customer Experience

Comm100

Customer service is often cited as the most important factor in customer satisfaction. It’s why we’re here to talk about how your customer service team can give your customers a positive experience, no matter the circumstance or query. If you want to make sure that your customer service skills are up to par, then this article will help point you in the right direction.

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#06: How to Stand Out in a Crowded Company and Industry w/ Ghassan Halazon

Michel Falcon Experience

To listen to this episode on an Apple device, click here. To listen on Spotify, click here. To listen to this episode on another platform,click here Welcome.… The post #06: How to Stand Out in a Crowded Company and Industry w/ Ghassan Halazon appeared first on.

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How to Build a Globally Remote Team That Really Works

Help Scout

It’s still yesterday for you. Statistically speaking, you (like most of my Help Scout colleagues) are probably somewhere in the Northern Hemisphere. Meanwhile, I cling to the bottom of the planet in Australia, probably in your tomorrow. That separation is about more than weather and the relative deadliness of the local wildlife. Remote vs. really remote.

How To 134
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Just stop with the KPIs already

Zeisler Consulting

Okay, so this is going to be controversial. Scandalous, even. But I’m going to come right out and say it: Please stop with the KPIs. Just quit it already. Whether you’re using NPS, C-SAT, CES…whatever it is, you’re only hurting your own CX efforts. And I’ll tell you why: Because you’re not getting anything out of it. Not out of your top-line metrics, at least.

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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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10 Cool Chatbot Examples to Inspire Your Project

Inbenta

Contents: Introduction. Chatbot examples in the travel & leisure industry. 1. Gol Airlines. 2. TravelClub. 3. Stubhub. Chatbot examples in the utility industry. 4. Naturgy. 5. Butagaz. Chatbot examples in the retail industry. 6. Benefit Cosmetics. 7. Eroski Supermarkets. Chatbot examples in the manufacturing industry. 8. Schlage. Chatbot examples in the healthcare industry. 9.

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How to Boost Slow Product Adoption After Onboarding Your Customer

Totango

Knowing how to boost product adoption after onboarding is critical for customer retention. Onboarding is a crucial time to provide the training and resources that customers need to make the most out of your product. While many customers might be able to quickly ramp up after onboarding, there will be some customers who are slow to adopt the features needed to achieve first value.

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3 Customer Success Strategy Frameworks You Can Start Using Today

Vanilla Forums

Do you have a customer success strategy ? Are you working from a plan that outlines how you’ll help your customers achieve their goals at each step of their journey? And is that plan really about their goals, or is it about your goals? Emilia D’Anzica, Customer Success Consultant at Growth Molecules shared with us the strategies she uses for scaling customer success.

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Reach More People in Their Language

SurveyGizmo

New Alchemer University Content teaches you how to launch multilingual projects and add quotas . By Alli Milne and Andrew Sturtz ? . Global research, such as exploring new markets, often means talking to people in a language other than English. Sometimes it also means setting different kinds of quotas so that you get the right mix of respondents for your research.

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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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20 Customer Success Interview Questions to Ask CSM Candidates

ChurnZero

Hiring the wrong Customer Success Manager can have a real impact on your company’s customer base and its renewal rates. That is why its important to make sure your Customer Success team hires are right for your team and more broadly your organization. A CSM needs to be responsible for cultivating exceptional experiences and sustained value for your customers by acting as their trusted advisor and advocate from the point of sale through the renewal and throughout the rest of the customers’

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Are Complex Problems Sabotaging Your Overly Simple Solutions?

One Millimeter Mindset

What happens when your preference for overly simple solutions sabotages how you serve internal and external clients? You and I love simple solutions, don’t we? These involve a minimum number of steps, are usually linear in nature, and solve a discrete need. Over time, an overly-simple problem-solving strategy results in comfortably delivering the fastest, cheapest, easiest, or most frequently-applied solutions to every problem.

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Celebrating Pride Month: An interview with Jen Winter

PK

We’ve been celebrating Pride Month by sharing stories from PK employees on what Pride means to them. Last week, we shared the perspective of Michelle Sterling-Woody, Real Estate Program Manager […]. The post Celebrating Pride Month: An interview with Jen Winter appeared first on PK.

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Is There a Place for Traditional Surveys in a World Ruled by Social Media?

CSM Magazine

Jason Grier, EVP and Chief Customer Officer at Reputation looks at the future of customer feedback surveys and how customer emotion is better captured on social media than by traditional survey forms. For decades, traditional surveys have been a direct line of feedback from consumer to business, providing insight into a variety of areas from customer service and messaging to facilities maintenance and more.

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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

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?

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Forr The Planet: Sustainability Interview Series — Cisco

Forrester's Customer Insights

The telecommunications sector is at a crucial juncture in its sustainability story. Many organizations are finding their ground in setting the right targets, penetrating the supply chain, and addressing their customers’ questions on sustainability. We spoke with R. Scott Herren, Cisco’s executive vice president and chief financial officer, and Francine (Fran) Katsoudas, executive vice president […].

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12 Signs Your Contact Center Needs a WEM Solution

Playvox

How to Know if You Need a Workforce Engagement Management Solution: Answer These 12 Questions. A spring 2021 article on SHRM references the turnover “tsunami” that’s on the horizon, given that more than half of employees surveyed say they’ll look for a new job in the next year. With turnover rates for contact centers already as high as 35%, call center leaders may be wondering how to reverse this trend.

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Can you credit it? Barclaycard offers?

Helen Dewdney

Strange offers from a leading credit card provider – but why? This week I got wind of some promotions by Barclaycard which don’t feel right… Barclaycard appears to be promoting a couple of businesses that raise questions about the integrity of the Barclaycard business model. Firstly, Nutri-Genetix: I wonder what kind of deal Barclaycard got for promoting this?

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West Monroe - Untitled Article

West Monroe

We’ve experienced unbelievable change over the past year in the way we think about and consume healthcare. We witnessed the quickest vaccine delivery in history. Many of us likely had our first virtual health encounter. And along the way, payers, providers, tech companies, and life sciences organizations collaborated to integrate a range of new patient-centric technologies—increasing engagement, improving value-based care, and contributing to better outcomes.

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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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How to Choose a B2B Marketing Automation Platform

Genroe

B2B Marketing Automation can be a very effective way to reduce human error, increase efficiency and remove expense from your marketing process. It can also be a very effective way to waste time and money on overly complex and ineffective processes. Some years ago I was consulting to a major insurance company and we asked […]. The post How to Choose a B2B Marketing Automation Platform appeared first on B2B Marketing | Customer Feedback | Net Promoter Score | Genroe.

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Strategic Services

Optimove

Strategic. Services. Optimove’s Strategic Services team provides customized data-driven customer marketing and monetization strategies. The team accumulates more than 3,000 monthly hours of CRM Marketing experience and helps its clients achieve a 55% higher marketing contribution to revenue. Pre-set Offerings. Optimove’s strategic pre-set offerings are built to ensure CRM excellence across your business lifetime.

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Popup Survey: Key Things To Know In 2021

SurveySparrow

As the user navigates through your website, they see a dialogue popup from the side. If the question looks interesting, they answer it! Simple Science, isn’t it? You get to know your customer’s mindset and also, you don’t hinder their exploration journey! Well, we know you are intrigued to crack the perfect recipe to concoct an amazing popup survey for your website.

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The CXictionary - an A-Z guide to CX concepts

MyCustomer

Download this Ebook. Lead goal. 100. TM Form. Not a TM Form. Internal or External. External. Disable T&Cs requirement. Email intro text. Thank you for downloading our resource. Customer experience is a rapidly evolving discipline with its own set of terminology. This guide takes a look at today's important CX concepts.

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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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GlowTouch Seeks to Make an Impact on Poverty

GlowTouch

Program Provides Job Training and Placement for Distressed Populations GlowTouch is committed to the opportunity economy by providing training and jobs in the BPO industry for populations who are often overlooked. The approach is known as impact sourcing, and our journey began in India by identifying potential employees from impoverished areas of the country.

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The Before & After Of Customer Service Outsource Industry

Magellan Solutions

Outsourcing Impact Before & After Computers. Outsourcing emerged in the 1950s. But it wasn’t until the 1980s that it began to be seen as an attractive business strategy. The growth of outsourcing in the 1980s was largely driven by the want to focus on core competency. A strategy that was developed in the 1970s. Since then, outsourcing has had a significant and positive impact on businesses.

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How an MBA Can Lead to a Successful Career

CSM Magazine

It’s difficult to find a program that allows you to focus on customer service only at the master’s or bachelor’s levels. A Master of Business Administration (MBA), which is a graduate-level program, may be the best choice. But is an MBA worth the investment? An MBA can lead to many benefits, including a higher salary, a managerial position and a strong professional network.