Kayako
AUGUST 11, 2016
This is a guest post by Maria Lebed , Customer Support Adovcate and Writer at Provide Support. No doubt, live chat has many benefits not only to the customer, but to a business also. There’s many conveniences involved with providing a live chat service: Live chat is cheap. It costs companies $5-30 for each inbound phone call to a customer service rep.
Experience Investigators by 360Connext
AUGUST 11, 2016
Quality is an interesting word. We toss it around when discussing products, describing them as “high quality” or lacking it altogether. But what really is the meaning of quality? According to the dictionary, here is the definition. character with respect to fineness, or grade of excellence: food of poor quality; silks of fine quality.” OR “high […].
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Customer Bliss
AUGUST 11, 2016
Personally, I mostly tend to respect MBAs when they enter a business. There are dangerous elements to what we teach MBAs , yes — it’s possible to create a culture where everyone is trying to “make the quarter,” and that’s not necessarily the best recipe for long-term growth — but in general, MBAs are smart, capable people.
CX Journey
AUGUST 11, 2016
Today I'm pleased to share a guest post by Ben Motteram , aka CXpert. His post includes an interview with Olivia McMillan of REA Group. CX Journey delved into the concept of lean management a few weeks ago. At its core, lean management is about maximising customer value while minimising waste. It originated as a manufacturing process in Toyota after the Second World War and has since been adapted beyond manufacturing to software development, logistics and distribution, retail, healthcare, constr
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NICE inContact
AUGUST 11, 2016
For over 70 years, Mitchell has been helping insurance companies and car repair shops in North America figure the cost of getting a vehicle and person from wreck to recovery. The company develops solutions to simplify and automate complex claims processes and help customers evaluate and settle claims accurately and efficiently. Mitchell empowers their clients to improve business performance and customer outcomes by providing them with smart technology solutions, deep industry expertise and conne
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Customers That Stick
AUGUST 11, 2016
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natero
AUGUST 11, 2016
"Your segmentation strategy needs to be tailored to your unique customer base and resources so you can boost adoption, minimize churn, and maximize expansion revenue.". Segmentation divides your customer base into groups of customers with similar needs so that you can deliver services that are most appropriate for each segment, and maximize retention and expansion revenue.
iPerceptions
AUGUST 11, 2016
E-commerce companies have been using live chat solutions for some time. While it is recognized it as a powerful customer engagement tool, many retailers encounter challenges trying to engage the right individuals at the right time. In this post, I will look at how to use visitor intent to get more from your live chat solution.
Forrester
AUGUST 11, 2016
Employees are the lifeblood of a customer-obsessed enterprise. No matter how advanced a company's technology, how big its data, or how trendy it's marketing, businesses today simply cannot succeed without employees who devote themselves to customers. However, many companies struggle to build a customer-obsessed workforce because they: Read more Categories: Age of the Customer.
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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.
Influitive
AUGUST 11, 2016
Wondering how other companies are performing when it comes to advocate marketing? The first benchmark study on advocate marketing, “Measuring Success With Advocacy: Advocate Marketing Benchmark Study” has just been released by Waypoint Group and Influitive. In it, nearly 600 marketers, customer success professionals and executives who impact advocate marketing investments were asked a series of.
Provide Support
AUGUST 11, 2016
What It Takes to Have a Best Performing Customer Service Team. There are many reasons why you should care to build a great customer service team. One is, customer service is as important to a business as any other department, such as sales or marketing for example. It takes at least as much time and effort as other aspects of a business in order to move forward and succeed.
Avaya
AUGUST 11, 2016
In my first three Avaya Breeze™ videos, I built a simple, yet functional Snap-in. I showed you how to use the Breeze tools for Snap-in creation, execution, and testing. In this video, I turn my attention away from making calls to intercepting and manipulating incoming calls. While my Make Call Snap-in was instructive, the bread and butter of most contact centers is inbound, toll-free numbers.
The DiJulius Group
AUGUST 11, 2016
The Answer’s Yes I hate the word “NO!” I can’t believe how many people from so many companies use it. It should be stricken from the English vocabulary. That may be a little severe, but it certainly should be stricken from any Customer interacting employee’s vocabulary. I was speaking at a prominent hotel in Las […].
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Brad Cleveland Blog
AUGUST 11, 2016
The post Building a Good Culture appeared first on Brad Cleveland.
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