The DiJulius Group

SEPTEMBER 7, 2021

We’ve all been there. Stuck in an unsatisfactory customer experience with no hope of resolution in site, and we utter the words “Can I speak with the manager, please?” Ah, The Manager – the person that holds the magical key to all resolutions and customer happy endings. That’s the way it works in your organization, Read Full Article. The post Are Your Managers “Heroes” or “Zeros” When Putting Out Customer Fires?

Management 70

Management Groups Customers Customer Experience 70

NICE inContact

SEPTEMBER 7, 2021

I recently placed an online order for a new fishing line from a sporting goods store, whose previous point of contact consisted of just a voice line (and an online presence of a Facebook page with the occasional picture of the trophy bass).

Contact Center 184

Contact Center Sports Omni-Channel Management 184

TechSee

SEPTEMBER 7, 2021

When most service organizations consider implementing Visual Assistance, they mainly focus on how to use the technology to support remote teams in the field or contact center. However, Visual Assistance can deliver value to many other use cases, all of which can help your organization save time and money and improve both the employee and customer experience.

Self Service 191

Self Service Training Sales Consumers 191

Uniphore

SEPTEMBER 7, 2021

Digital servicing has given CX teams the ability to conveniently and efficiently reach out to more customers, and COVID-19 has enabled many companies to adopt digital platforms at scale. But there’s an inherent danger with focusing completely on digital: losing the empathy of the human touch. Dipu KV , President & Head of Operations and Customer Service at Bajaj Allianz General , talks about how the focus in CX is on transitioning from digitizing the physical, to humanizing the digital.

Insurance 100

Insurance Industry Innovation Analytics 100

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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

Help Scout

SEPTEMBER 7, 2021

Just because a customer clicked a smiley face in your post-service feedback survey does not mean you gave them high-quality service. They might love the product, and your service is just okay enough not to make a difference. Or they might be very happy with an answer, not knowing you’ve given them incomplete or out-of-date information.

Measurement 118

Measurement Tools Customer Service How To 118

Kustomer

SEPTEMBER 7, 2021

If you have ever been drawn to the words “ artificial intelligence ” in a sales pitch or wondered if machine learning could improve your business, you might have also questioned if your use case is even a good fit for what a machine learning model can do. A good way to approach answering this question is to consider the data you need to provide this artificially intelligent system in order for it to produce the promised result.

Data 105

Data Customer Service Fashion Training 105

Adrian Swinscoe

SEPTEMBER 7, 2021

Organizations are often fraught with gaps in perception, and many of these impact their ability to improve both the customer and employee experience. Bain is responsible […]. The post Digital teams suffer from a perception gap that hinders customer experience improvement efforts first appeared on Adrian Swinscoe.

Customer Experience 98

Customer Experience Employee Experience Customers 98

kommunicate

SEPTEMBER 7, 2021

Magento is an eCommerce platform built on open source technology that provides online merchants with a flexible shopping cart system and control over the look, content, and functionality of their online store. Magento offers powerful marketing, search engine optimization, and catalog-management tools. Advantages of Magento: Versatile content management Mobile-friendly configuration Advanced search engine optimization Powerful [.].

Chatbots 98

Chatbots Ecommerce How To System 98

CustomerSuccessBox

SEPTEMBER 7, 2021

Change is the only constant in life. The pandemic has taught us to expect the unexpected and adapt to survive. In fact, we were not given any warning or time to adapt. Million of companies around the world were forced to go into perpetual ”expect the unexpected” but have adapted to the unprecedented change and how beautifully they’ve done. COVID coerced many of us into a myopic mindset- questioning ourselves and feeling depressed about setbacks.

Customer Success 96

Customer Success Trends Customer Journeys Touchpoint 96

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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

Kustomer

SEPTEMBER 7, 2021

Consumer demands are at an all time high. According to Kustomer’s latest research, a whopping 90% of respondents think contacting customer service should be easier, and 85% of respondents think customer service should be faster. Quick service also continues to outrank all other customer service qualities in terms of importance, no matter the demographic.

Self Service 95

Self Service Consumers Chatbots Wait Times 95

Feedbackly

SEPTEMBER 7, 2021

In the customer experience niche, Salesforce has proven to be one of the very valuable tools. It helps companies manage their relationships with customers.

Feedback 98

Feedback Tools Management Customer Experience 98

Kapta Customer Success

SEPTEMBER 7, 2021

Lack of visibility is one of the biggest problems impacting key account management, even in 2021. Isolated programs, account managers without sufficient buy-in to new systems, and broken processes compound to prevent revenue teams from gaining complete insight into accounts.

Software 87

Software Customer Success System Management 87

Totango

SEPTEMBER 7, 2021

B2B client engagement strategies can help you retain more customers if you know which best practices to follow. B2B engagement differs from B2C engagement in several important ways which require certain adjustments. Leveraging technology can help you implement the best practices you need to efficiently engage and retain B2B clients. These include engaging your customers from a 360-degree perspective, using support tools to help your clients use your product and taking a digital-first, team-based

B2B 80

B2B Engagement Self Service Strategy 80

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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

Playvox

SEPTEMBER 7, 2021

At Playvox, we prioritize what matters most to our customers — just like you do in your contact center! From quality management to workforce management , we strive to put not only the best, but also the most efficient and effective product on the market. That’s why our recent G2 rankings are really meaningful: people who use Playvox every day once again ranked Playvox as a leader in the Contact Center Quality Assurance market in the recent G2 Grid® Report for Fall 2021.

Contact Center 52

Contact Center Report e-support Effort Score 52

Centercode

SEPTEMBER 7, 2021

Beta, field, and user acceptance testing have the same overall goal in mind: to gather real-world feedback and improve products before launch. But while the majority of companies include customer tests, companies relying on traditional user testing practices experience varying degrees of success.

Feedback 52

Feedback Customer Experience Company Customers 52

2020 Research

SEPTEMBER 7, 2021

Addison Research Rebrands as Schlesinger Group. We are delighted to announce that Addison Research is now Schlesinger Group and you will notice a change in our branding this week. Since Schlesinger Group acquired Addison Research , we have been integrating our teams, processes, and capabilities allowing us to now deliver one seamless Schlesinger brand experience.

Groups 52

Groups Brands Technology Data 52

Kustomer

SEPTEMBER 7, 2021

Consumer demands are at an all time high. According to Kustomer’s latest research, a whopping 90% of respondents think contacting customer service should be easier, and 85% of respondents think customer service should be faster. Quick service also continues to outrank all other customer service qualities in terms of importance, no matter the demographic.

Self Service 52

Self Service Consumers Chatbots Wait Times 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

2020 Research

SEPTEMBER 7, 2021

20|20 Research Rebrands as Schlesinger Group. We are delighted to announce that 20|20 Research is now Schlesinger Group. Since Schlesinger Group acquired 20|20 last year, we have been integrating our teams, process, and capabilities to deliver one seamless Schlesinger brand experience. Together, we are developing smarter, faster, and easier solutions for your digital qualitative research.

Groups 52

Groups Software Tools Technology 52

CSM Magazine

SEPTEMBER 7, 2021

If you’re the owner of a retail business, then you’ll know more than most about the eternal struggle of getting customers through your doors. While strong advertising campaigns both online and on your high street can help spread the word and get the customers visiting your store, getting clients to spend money and to return in the future, can feel like a losing battle.

Customer Focused 52

Customer Focused Retail Customer Experience Advertising 52

Zonka Feedback

SEPTEMBER 7, 2021

SMS is an excellent way of conveying your message in a concise and simple manner. SMS is effective and common for everybody, whether it is sending a personal message or a piece of business information. Businesses use SMS for sending marketing messages, product updates, payment due reminders, notifications related to delivery, payment made, or any information related to the business and customers.

Survey 52

Survey Marketing Feedback Customers 52

Think Customers

SEPTEMBER 7, 2021

Outsourcing and managed services are appealing options for many companies at a time when workforces are stretched thin. But don’t be fooled—these terms aren’t interchangeable. Both involve receiving business services from a third party but determining which of the two options is the better fit could make the difference between a thriving company versus just staying afloat.

Management 52

Management Contact Center Case Study Comparison 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

Lithium

SEPTEMBER 7, 2021

Hello, everyone! We're proud to be named among the top social suites providers with the highest score in the strategy category. Everyone here at Khoros would like to give a huge thank you all for continuing to participate in the community and providing feedback. It has been critical to continue to deliver more value and to create customers for life.

Social Media 52

Social Media Metrics Video ROI 52

NobelBiz

SEPTEMBER 7, 2021

While digital channels continue to grow in popularity. Customers' favorite mode of communication remains the voice channel, or simply telephony. As a contact center, how can you tell whether your phone campaign is working? The key performance indicators, which must be assessed regularly and carefully, hold a major portion of the solution. Then there's the question of how to pick the proper measurements.

Contact Center 52

Contact Center How To Measurement Communication 52

Magellan Solutions

SEPTEMBER 7, 2021

Get the best 24 7 phone answering service for your business through these nine tips. Phone answering service is a pretty straightforward service. This is where your outsourced company answers phone calls on behalf of your business. . While this still depends on the solutions you prefer, it just means you pay someone else to pick up the phone for you. 3 Kinds of Phone Answering Service.

Tips 52

Tips Self Service Automotive B2C 52

SmartMessage Blog

SEPTEMBER 7, 2021

Marketing activities of e-commerce and digital marketing companies are aimed at reaching consumers directly and announcing opportunities. In this context, it is essential to take advantage of all the possibilities of technology. In order for these studies to be successful, it is necessary to reach as many subscribers as possible on social media or e-mail platforms.

Tips 56

Tips Social Media Study Marketing 56

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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

MyCustomer

SEPTEMBER 7, 2021

CLooking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job. 7th Sep 2021. By Neil Davey Managing editor.

Management 68

Management Customer Experience Customers 68

Ascribe

SEPTEMBER 7, 2021

Coding Assistant and Segment Coder will enable users of Ascribe Coder to improve coding productivity and accuracy. CINCINNATI, Ohio, September 1, 2021 Ascribe, a global verbatim analysis software and service company, announced the launch of Coding Assistant and Segment Coder as two new features in Coder, its industry-leading verbatim coding management system.

Analysis 40

Analysis Customer Experience Professionals Report Analytics 40

MyCustomer

SEPTEMBER 7, 2021

Loyalty Closing the gap between management & customers.

Management 80

Management How To Loyalty Customers 80