Comm100

JANUARY 13, 2022

The origins of customer experience (CX) can be traced back as far as 1990, and arguably even further. Since then, its role in customer service and support has constantly evolved and strengthened as organizations of all industries see proof of how CX excellence improves the bottom line. The goal of any customer service team should be to achieve digital CX excellence, but what does it really mean?

Omni-Channel 165

Omni-Channel Customer Experience Chatbots Knowledge Base 165

InMoment XI

JANUARY 13, 2022

Stagnant NPS scores. Data silos. Slow response rates. Chevron Federal Credit Union realized it needed a change. As a not-for-profit, member-owned organization, Chevron Federal Credit Union’s mission is to provide the highest level of personalized service to customers. But when it became difficult to effectively measure and improve experiences, Chevron Federal Credit Union partnered with InMoment to create a holistic strategy for its customer service initiatives—and were able to power some incred

Case Study 493

Case Study NPS Survey Analytics 493

Uniphore

JANUARY 13, 2022

As part of our ongoing “Life at Uniphore” series, we interviewed Andrew Dahlkemper, Uniphore’s new Chief People Officer. Andrew shared his thoughts on the value of company culture, how to empower a growing workforce and what leadership lessons he’s learned from nearly two decades in the tech industry. He also revealed what gets him going and what excites him the most about the future of Uniphore.

Meeting 246

Meeting Culture Exercises Connections 246

Heart of the Customer

JANUARY 13, 2022

I rarely post about bad customer experiences I myself have endured. On a professional level, I note what’s going on – and of course, what the company should be doing differently! – but on a personal level, I understand these kinds of things happen and typically don’t let them get to me. But I’m calling […]. The post Don’t Leave Your Customers Stranded appeared first on Heart of the Customer.

Course 88

Course Customers Customer Experience Company 88

Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Data

Adrian Swinscoe

JANUARY 13, 2022

Around this time of year, I usually receive a swathe of customer experience related predictions from different sources. A couple of years ago, I started compiling […]. The post 8 customer-experience-related predictions for 2022 first appeared on Adrian Swinscoe.

Customer Experience 98

Customer Experience Customers 98

Beyond Philosophy

JANUARY 13, 2022

Customer relationships have to be win-win. If they aren’t, it’s time to end it. However, it shouldn’t be a quick decision, nor should it happen in an email or text. There is a process, and today we will look at when and how you should sack a customer. . This topic came up on a recent podcast. Robert, who works in software development, has a pickle from time to time with annoying customers.

Effort Score 78

Effort Score How To Customer relationships Contact Center 78

Playvox

JANUARY 13, 2022

If your contact center is planning for the future, be sure to make employee experience and getting the right technology in place top priorities. We recently participated in a discussion with two industry experts that focused on megatrends that will impact contact centers in 2022. The conversation identified several contact center trends that, if addressed effectively, can lead to the transformation of two critical elements of operational success: people and technology. . 2022 just might be The Y

Contact Center 79

Contact Center Trends Omni-Channel CRM 79

dscout People Nerds

JANUARY 13, 2022

Use this immersive study to dictate a direction for future projects and get a better understanding of who your user is. .

Study 96

Study 96

Uniphore

JANUARY 13, 2022

The post December 2022 appeared first on Uniphore.

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Customers

Knowmax

JANUARY 13, 2022

The post 5 ways to be a good knowledge manager appeared first on Knowmax.

Management 98

Management How To Knowledge Base Software 98

CSM Magazine

JANUARY 13, 2022

Jason Grier, Reputation‘s executive vice president and chief customer officer, reveals the key trends that will inform your CX Strategy this year and beyond. It’s true that what really matters for businesses — the customer and building customer loyalty — never wavers in importance year to year. So, it’s no surprise that in 2022 — as in years past — anything CX will continue to be top of mind for companies across verticals.

Trends 59

Trends Chief Customer Officer Strategy Social Media 59

SaleMove

JANUARY 13, 2022

Are your customers or members able to get help when they need it, no matter when that may be? We look at recent holiday banking trends. The post Virtual Assistants Help Banks and Credit Unions When Their Customers Need Them Most appeared first on Glia Blog | Digital Customer Service Explained.

Banking 52

Banking Trends Customers Customer Service 52

Optimove

JANUARY 13, 2022

If you ask us, we have no doubt where 2022, and the entire foreseeable future of marketing, is headed. The answer is “elevated personalization,” especially at the hands of both retention and acquisition. But, you didn’t ask us. Luckily, though, we have an even better proposition for you – because we went out, gathered three sophisticated marketing/CRM marketing leaders, and asked them!

Data 52

Data CRM Comparison Marketing 52

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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

Zonka Feedback

JANUARY 13, 2022

How long did the customer wait for a replacement product? How quickly the customer was able to contact the right support agent? How effectively did the support agent explain a process to the customer? Every interaction that customers have with you and your customer support team determines their satisfaction and loyalty. And ultimately, that determines your business growth.

Feedback 52

Feedback Customer Service Loyalty Customers 52

Gainsight

JANUARY 13, 2022

As a multi-product system, Gainsight helps customers accomplish Customer Success (CS) by making decisions based on data that trigger appropriate actions. . The actions can happen in the application, through other programs, or offline completely. It’s a dynamic system that changes with each individual’s needs. As you might imagine, a system of this nature needs to deal with large data volumes with varied characteristics and application needs. .

Data 52

Data Report System Analytics 52

Playvox

JANUARY 13, 2022

The shift to the cloud only seemed to accelerate when the pandemic sent many workers home in the spring of 2020. And now, with more companies embracing a hybrid work environment, cloud-based solutions no longer seem optional but rather, business critical. While many in the contact center industry are slow to transition away from on-premise software, cloud adoption shows no signs of slowing.

Contact Center 52

Contact Center Gamification Training Social Media 52

Influitive

JANUARY 13, 2022

At Influitive, everything we say and do is in the eyes of our customers and their best interests. From building out success plans to swiftly troubleshooting issues and collaborating on new product features, our central goal is to help our customers deliver best-in-class programs for their customers and in turn propel their businesses forward. To […].

Customers 52

Customers 52

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Tips

Lithium

JANUARY 13, 2022

If you’ve kept an eye on the front page of Atlas recently, you’ll notice that we passed the 100k all-time member mark this month. To our passionate community members: thanks for joining us on this journey! Your contributions got us to this point - from your thoughtful posts and helpful comments, to your kind kudos and brilliant Accepted Solutions, to your willingness to help us build one of the best communities for you and your fellow pros.

Roadmap 52

Roadmap 52

CSM Magazine

JANUARY 13, 2022

Are you looking to expand your business into another country, region, or territory? If you are considering expansion, it helps to consider that people are at the heart of contact centers. With this in mind, let’s explore some of the key things to consider when expanding. Onboard New Employees. Streamline onboarding. In many businesses such as hospitality and customer service centers, onboarding is a non-stop process.

Hospitality 52

Hospitality Contact Center Call Center Resources 52

Circular Edge

JANUARY 13, 2022

Channelize Equipment Rental & Maximize Revenue in 2022 & Beyond. Does your organization rent out capital equipment / inventory as a source of revenue? Looking to better track and manage rental contracts, billing and sales / service / purchase orders? Join this on demand replay session to learn how to: Identify Equipment vs Features for Rent/Lease.

Consulting 52

Consulting Sales Management How To 52

CSM Magazine

JANUARY 13, 2022

Enterprise-sized businesses are their own highly particularized beast. They are in a different class when it comes to just about everything. In a large office, just keeping the lights on and the air cooled or heated is a major production. For the large office, everything is so much more expensive. It would shock the average person to know how much it costs just to keep the doors open.

Connections 52

Connections Conference Policies Meeting 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

Optimove

JANUARY 13, 2022

If you ask us, we have no doubt where 2022, and the entire foreseeable future of marketing, is headed. The answer is “elevated personalization,” especially at the hands of both retention and acquisition. But, you didn’t ask us. Luckily, though, we have an even better proposition for you – because we went out, gathered three sophisticated marketing/CRM marketing leaders, and asked them!

Data 52

Data CRM Comparison Marketing 52

CSM Magazine

JANUARY 13, 2022

“Excellent customer service is the number one job in any company. It is the personality of the company and the reason customers come back. Without customers, there is no company.” – Connie Elder. Social media has evolved into a whole new world in itself. It has a huge fan following among generations X, Y, and Z. For businesses, the entire customer pool is available through social media.

Customer Service 52

Customer Service Social Media Customer Service Representative Insurance 52

Call Experts

JANUARY 13, 2022

Every business needs a way to interact with its customers and IVR software makes it easy to save time and money. How do you define IVR software ? You may know it as an interactive voice response system. . IVR systems can make call routing much easier for call centers. These systems allow a company to collect information about the calls their agents receive and the dial pad inputs that agents and customers use.

Software 52

Software Call Center System Interaction 52

CSM Magazine

JANUARY 13, 2022

Everyone loves a good movie. Just ask Hollywood. Even as people are watching more video entertainment at home and investing in entertainment systems that make some theaters blush, movies are constantly breaking new records. Not even the pandemic could stop them. There is something about escaping for a few hours to a new place and seeing new people live out the age-old story of life.

Video 52

Video Entertainment Insurance Software 52

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Training

Natalie Petouhof

JANUARY 13, 2022

George Orwell. Now there’s an interesting character. I have always admired him, but not for the reasons you might think. They say empathy is about “stepping into other people’s shoes”. To write Down and Out in Paris and London , Orwell dressed up in shabby shoes and a coat to work and live like those on the social margins. The result? A radical experience changing his beliefs, priorities, relationships, and creating some of his finest work.

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B2C Connections Advertising B2B 52

CSM Magazine

JANUARY 13, 2022

PCI Pal survey compares opinion between consumers and contact centre professionals in the UK and USA. Having surveyed 2,600 consumers and contact centre professionals in both the UK and USA, research commissioned by PCI Pal , the global cloud provider of secure payment solutions for business communications, has found that 61% of consumers overall (81% in the UK and 40% in the US) feel that an increased use of technology to handle customer service enquiries, such as chatbots or self-service webs

Consumers 52

Consumers Self Service Survey Customer Service 52

MyCustomer

JANUARY 13, 2022

Engagement MyC launches study into CX leadership evolution.

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Study Leadership Engagement 80