Playvox

OCTOBER 19, 2020

Measuring empathy in customer service is like a construction project. But have no fear, you don’t need a permit.

Customer Service 72

Customer Service Measurement Customers 72

GetFeedback

OCTOBER 19, 2020

Three common issues that lead to shopping cart abandonment on websites and how to use feedback to overcome them.

How To 273

How To Feedback 273

NICE inContact

OCTOBER 19, 2020

NICE inContact CXone has all your needs covered, from 30+ channels, to digital-ready workforce management and quality management, all under one hood with one seamless experience. That way you can spent less time worrying how to execute your digital transformation, and more time wowing your customers and engaging your agents.

Customer Service 156

Customer Service Customers Engagement Management 156

Second to None

OCTOBER 19, 2020

Your employees can tell you a lot about your organization. The people on your team interact with customers, drive your operation, and affect financial performance. Exceptional organizations stay on the pulse of their employees’ experiences and respond to ideas and concerns. The problem is, how do you measure employee engagement and what does “healthy” employee engagement look like?

Employee Engagement 116

Employee Engagement Engagement Net Promoter Score Metrics 116

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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

Talkdesk

OCTOBER 19, 2020

Remote contact centers present unprecedented challenges. A major shift to working from home has sparked new concerns for security officers who worry about the possibility of a data breach damaging the entire organization. Most (78%) IT leaders say employees have put data at risk in the last year. Another survey has shown that 62% of Wi-Fi related security incidents happen when employees use networks in public spaces.

Contact Center 119

Contact Center Software Training Survey 119

Chadwick Martin Bailey

OCTOBER 19, 2020

Lori brings more than two decades of insights experience to her work with leading brands—translating business challenges into action, providing the voice of the consumer for both strategic and tactical initiatives to build brand and drive business results. Lori delivers insights, and the ever-important “now what?” through a deep understanding of consumer behavior, that’s always translated through the lens of business needs and realities.

Consumers 98

Consumers Meeting Industry Connections 98

CSM Magazine

OCTOBER 19, 2020

With keen competition in the eCommerce space, customer service is a top priority. Alon Ghelber looks at some of the top Shopify Customer Support apps available today. The transition from physical stores to eCommerce was happening at a vigorous pace before the COVID-19 crisis. The pandemic has transformed the choice to shop online into a necessity for many shoppers.

Ecommerce 98

Ecommerce Social Media Chatbots Customer Service Strategies 98

NobelBiz

OCTOBER 19, 2020

Two right-wing voter intimidation robocallers from Michigan, Jack Burkman and Jacob Wohl, turned themselves over to Detroit police. They had been operating for several years, making approximately 85,000 robocalls in which they used people's fears to deter them from voting. The post Busted! Voter Intimidation Robocallers Turn Themselves In appeared first on NobelBiz®.

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97

ShepHyken

OCTOBER 19, 2020

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. What Is Voice of the Customer and What Does it Mean for Customer Experience? by Scott Clark. (CMSWire) Voice of Customer (VoC) programs have been shown to improve the customer journey when brands use VoC metrics to obtain actionable insights, but only when those insig

Customer Service 75

Customer Service Chatbots Effort Score Voice of Customer 75

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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

PK

OCTOBER 19, 2020

As the hospitality sector heads into uncharted waters, the guest experience needs to remain top-of-mind. In light of recent mass layoffs—namely, Disney theme parks, Carnival Cruise Line and MGM Resorts—one […]. The post Home away from home: Guest experience in hospitality appeared first on PK.

Hospitality 64

Hospitality Guest Experience Customer Retention Customer Journeys 64

Team Support

OCTOBER 19, 2020

In Part 1 of this blog series, we introduce d why it’s more important than ever to revisit how to keep customer support teams engaged with each other and what tools will help enable collaboration and keep agents motivated and excited about providing excellent support to their customers. I n Part 2 , we dove into tips for fostering collaboration and engagement among support team members and between agent and customer.

e-support 59

e-support B2B Knowledge Base Competitive Advantage 59

SurveySparrow

OCTOBER 19, 2020

Online surveys have never been so crucial in the business world as it is now. Every business wants to impress its customers. Well, that’s the only way to stay alive as your competitors will take the whole stadium if you give them an inch. Thankfully, there has never been an easier time to collect surveys from customers and prospects alike. Online survey software like SurveyMonkey, Qualtrics, SurveySparrow, etc. helps you understand you customers and employees better.

Comparison 59

Comparison Omni-Channel Survey Software 59

Optimove

OCTOBER 19, 2020

Cross-selling is one of the hottest marketing topics today, especially in the gaming industry. During the COVID-19 pandemic, as the world got shutdown and numerous sporting events were either canceled or postponed, the need to get players trying out new games become a lifeline for many operators. Of course, it’s a pretty useful CRM tactic in other verticals.

CRM 52

CRM Sports Ecommerce Video 52

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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

Hallmark Business Connections

OCTOBER 19, 2020

Find out how a billion-dollar fashion retailer delivered a human experience to improve digital marketing results. As an early adopter of direct-to-consumer online retail, a $1 billion beauty company embraced digital commerce at a time when competitors were still thinking about the impact the internet would have on their business. The company utilized diversity and inclusion branding to engage an eager and active audience, and quickly became a dominant retailer who helped change what it meant to

Case Study 52

Case Study Study Retail Fashion 52

Magellan Solutions

OCTOBER 19, 2020

Valuable answers come from valuable questions. In this article, you’ll learn about the top market research questions you can ask to obtain useful insights from your potential and existing market. What you’ll learn: What is market research? How to write market research questions. Examples of market research questions. For new businesses. For a new product.

Marketing 52

Marketing Survey Competitive Advantage Call Center 52

Doing CX Right

OCTOBER 19, 2020

This is a testing resource post! Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Ut enim ad minim veniam, quis nostrud exercitation ullamco laboris nisi ut aliquip ex ea commodo consequat. Duis aute irure dolor in reprehenderit in voluptate velit esse cillum dolore eu fugiat nulla pariatur.

Resources 52

Resources 52

inSided

OCTOBER 19, 2020

“A company’s success is dependent on their customers’ ability to successfully use its products, and derive meaningful outcomes from its features and services.” — Sandi Lin, CEO & Co-Founder, Skilljar. Isn’t that the truth?! ??.

Training 52

Training Customers Self Service Customer Success 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

kommunicate

OCTOBER 19, 2020

In this blog, we will help you to understand : What is the FAQ page How to create a faq page? Tool and steps to deploy it on your chat widget Benefits of the FAQ page Also, we will help you in improving your customer experience, be efficient, rank higher, and increase brand goodwill altogether. [.]. The post How to Create an FAQ Page and Use It In Your Chat Widget. appeared first on Kommunicate Blog.

How To 52

How To Tools Brands Customer Experience 52

Forrester's Customer Insights

OCTOBER 19, 2020

Get a deep-dive on Forrester's prediction that cloud computing will help companies around the world accelerate pandemic recovery in 2021.

Company 72

Company Trends Customers 72

Brandwatch CX

OCTOBER 19, 2020

97

97

Forrester's Customer Insights

OCTOBER 19, 2020

After an unpredictable 2020, next year will still be a year of uncertainty and change. Despite this uncertainty, Europe will maintain a clear commitment to data protection. As communities, consumers, and businesses leave the pandemic behind, they will embrace a new normal. In Europe, three trends related to data protection will emerge: Regulatory activity will […].

Data 55

Data Trends Consumers Customers 55

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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

Knowmax

OCTOBER 19, 2020

How To Deal With Angry Customers: Building A Process.

How To 52

How To Customers Management Customer Experience 52

Brandwatch CX

OCTOBER 19, 2020

69

69

Forrester's Customer Insights

OCTOBER 19, 2020

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Customers 30

Customers 30

SmartKarrot

OCTOBER 19, 2020

Role: VP Customer Success Location: Arkansas, US Organization: Time Doctor As a VP Customer Success, build an amazing global team of Customer Success Specialists (doubling the team immediately). Design seamless customer handoff experiences from Sales and Channel to CS and Support. You will analyze workflows of touchpoints with customers throughout their lifecycle, and improve efficiency and effectiveness.

Customer Success 10

Customer Success Customer Satisfaction ROI Touchpoint 10

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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.

Self Service

Forrester's Customer Insights

OCTOBER 19, 2020

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30

30

SmartKarrot

OCTOBER 19, 2020

If you are running a SaaS business, then it is paramount that you know your customers really well. Only by getting their information completely can you rely on your product offering. You would be able to place your product better to the relevant customers. Hence, customer data is essential to proceed towards this end. Customer’s information is widely available if you look for it keenly.

Data 10

Data Management Net Promoter Score Social Media 10

Kustomer

OCTOBER 19, 2020

Brands on Instagram can now engage with followers, leverage influencer connections, and resolve support issues at scale inside the Kustomer omnichannel CRM platform. New York, NY – October 19, 2020 – Kustomer , the modern customer experience CRM, today announces its integration with Instagram Messaging. Brands can now engage with followers, connect influencer-driven conversations to company experts, and resolve issues quickly, allowing businesses to take advantage of rapid growth in

Customer Service 105

Customer Service CRM Omni-Channel e-support 105