Conversocial

APRIL 6, 2021

Customer engagement now happens beyond the contact center. 2020's Digital Reckoning means customer expectations have changed for online interactions with their favorite brands. As demand for better digital experiences grows, it provides the chance to add more feathers to a brand’s bow when it comes to customer engagement. Rather than being purely reactive to customer queries, it’s now possible to use private messaging channels for proactive CX, particularly when it comes to customer acquisition.

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Contact Center Customer Engagement Customer Expectations Customers 104

Horizon CX

APRIL 6, 2021

I first wrote and published this blog topic back in July of 2015. That was nearly six years ago and, with recent events revealing racial inequities along with an increase in anti-Asian and other hate crimes, I thought it was time to bring this topic once again to the forefront as it seems to be a precursor to what we commonly refer to these days as microaggressions which eventually can lead to more insidious actions of violence.

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Communication Study Meeting Course 147

ShepHyken

APRIL 6, 2021

An Amazing Customer Experience, Guaranteed . How to Get Customers to Gain Trust and Confidence in Your Brand. Shep Hyken interviews Jeff Toister , a customer service author, consultant, and trainer. They discuss how making or breaking promises effects the customer experience. . Top Takeaways: . Broken p romises to your customers can be either implicit or explicit depending on the situation or marketing strategy. .

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Advertising Consulting Brands Tips 146

Storyminers

APRIL 6, 2021

The post Become a Storyminer appeared first on Storyminers.

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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

Zeisler Consulting

APRIL 6, 2021

I’ve done some work with some folks in the software as a service (SaaS) space and have lots of colleagues and friends who are also working there. Whenever I talk with them about Customer Experience, I always chuckle when the conversation turns to the Voice of the Customer. Often when I think about SaaS organizations trying to get visibility into their VoC, I’m amazed by how overly complicated they make it out to be.

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B2B Insurance Effort Score Survey 93

CSM Magazine

APRIL 6, 2021

Vivantio launches new service management product suite to serve. growing B2B service firms. Vivantio , a leading provider of customer service optimization software and solutions, is pleased to announce a new product suite specifically developed to meet and scale with the needs of growing B2B service firms. Each edition of the service management product is built for small- and medium-sized B2B. businesses at different levels of customer service maturity.

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B2B Management Software Meeting 81

One Millimeter Mindset

APRIL 6, 2021

You have powerful soft skills. However, you are not leveraging these very effectively. Mostly because these important skills get lost as you focused on earning all those professional certifications during 2020. However, before you add one more certification to your resume, I have a question for you. How do you plan on communicating the power of those certifications?

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Leadership Consulting Communication Innovation 77

NobelBiz

APRIL 6, 2021

ACD or Automatic Call Distribution is call center software's feature, and a smart programming tool that enables intelligent control of incoming calls and queues by routing them to the proper person. How does it work during campaigns? and What are its capabilities? The post What is Automatic Call Distribution System or ACD? appeared first on NobelBiz®.

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System Call Center Software Tools 76

Uplight

APRIL 6, 2021

Many energy providers are already garnering the benefits of their summer demand response (DR) programs. Combined with the continually growing adoption of distributed energy resources, and the growing need for flexibility in the grid with the transition to renewable energy sources, there is growing interest from utilities to expand their DR programs.

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Resources Industry 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

Cyara

APRIL 6, 2021

2020 wasn’t exactly what you would call an easy year for anyone, and in some ways it was especially tough on businesses. The pandemic caused many companies to change their course of action, and fast. This kind of necessary-yet-difficult pivot resulted in transitional hiccups and lasting negative side effects.

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Contact Center Course Company Customer Success 67

ppt solutions

APRIL 6, 2021

TULSA, OKLAHOMA, April 6, 2020 – PPT Solutions, a premier provider of client-centric, performance-based Customer Experience and Contact Center Consulting Solutions, announced today the addition of Roger Blohm as senior vice president of partner solutions. The post Roger Blohm Joins PPT Solutions as Senior Vice President of Partner Solutions appeared first on PPT Solutions.

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Contact Center Consulting Customer Experience Customers 75

Storyminers

APRIL 6, 2021

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delighted

APRIL 6, 2021

The Email digest is one of our customers’ favorite ways to keep colleagues in the know about customer sentiment. Powered by Delighted AI , the Email digest curates a feedback summary with samples of verbatim comments for your inbox. Based on all of the feedback we’ve collected from you, we’re excited to announce a couple of key updates that will make these Email digests even more informative and actionable.

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Trends Feedback Tips Customers 70

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

Totango

APRIL 6, 2021

During the live presentation of the Steps to Scale Your Customer Success Operations Overnight webinar, Wisr’s VP of Customer Success Christine Knific answered several questions from attendees. You can watch the webinar here and check out a recap of some of the questions and answers from the session below. How do you track customer interactions? We track our interactions primarily by logging touchpoints in Totango.

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CRM Roadmap Customer Success Customers 62

iPerceptions

APRIL 6, 2021

Technology is always advancing – as are customers’ expectations. See how call center technology delivers faster, more personalized service. The post 3 Ways Call Center Technology Dramatically Reduces Service Wait Times appeared first on Astute.

Wait Times 62

Wait Times Call Center Technology Customer Expectations 62

Oracle

APRIL 6, 2021

2020 forced supermarkets and grocery retailers into reinvention mode. From the way consumers buy groceries to how they’re rewarded for their loyalty, the impact of shopping for essentials in a pandemic has permanently changed the grocery market. To win and retain customers in the future, grocery retailers must respond to increasing customer expectations around convenience, flexibility, and value.

Loyalty Programs 71

Loyalty Programs Retail Loyalty Rewards Programs 71

Team Support

APRIL 6, 2021

Gone are the days of siloed customer support, successful organizations can and must collaborate to truly enhance the customer experience. Forrester's Kate Leggett said it best, "Executives don't decide how customer-centric their companies are, customers do.". Customers prefer omnichannel support options. While multi-channel, or omnichannel , is a term that's thrown around a lot these days, it's important to understand the difference between simply offering different channels for customers to use

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Self Service Omni-Channel B2B Multi-Channel 64

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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!

ROI

Feedbackly

APRIL 6, 2021

In one of our latest articles, we discussed strategies to attract customers with a strong Customer Experience (CX) program. But, you would already know.

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How To Customers Strategy Customer Experience 69

PK

APRIL 6, 2021

As a “Strong Performer” in Forrester’s RPA wave report, we at PK spend a lot of time ensuring that our tools and best practices live up to the challenge of […]. The post Establishing an RPA center of excellence delivers ROI appeared first on PK.

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ROI Report Tools 59

Talkdesk

APRIL 6, 2021

The post Homepage appeared first on Talkdesk.

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Travel 105

Hallmark Business Connections

APRIL 6, 2021

Being there. It’s a vital step toward building stronger relationships between businesses and their clients and customers, particularly when they’re struggling. Regardless, being open, vulnerable, and available can be tough to master — especially when customers lose beloved pets. If you’ve ever adopted a pet, you know the deep, emotional attachment that’s possible between humans and other species.

How To 52

How To Guidelines Social Media Course 52

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Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.

Customers

Magellan Solutions

APRIL 6, 2021

Best performing outsourced support agents. Magellan Solutions help you easily build a team and grow your organization. We provide everything you need. As a BPO company, we shoulder the responsibility of managing the processes of starting a team. Our skilled support team will help reduce your ticket volumes for better customer support. We also provide multilingual customer support for foreign-language-speaking customers. .

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Customer Service Call Center Loyalty Programs Training 52

SMG CX

APRIL 6, 2021

Net Promoter has long been a hot topic for businesses trying to improve the customer experience. Its popularity is tied to its simplicity and the assertion that a brand’s Net Promoter Score (NPS) is the most important predictor of brand health and future financial performance. But despite its appeal, NPS may not be the end-all-be-all metric for every brand.

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Net Promoter Score NPS Customer Experience Measurement 52

Lithium

APRIL 6, 2021

Hello, to all of our Atlas members! If there is anything we learned this year, communication is a significant key to success. Whether it’s B2C, B2B, or even C2C, everybody wants quick and efficient responses. A Digital-First Strategy is now more critical than ever before for effective communication. Brands want their customers to feel like they have their back through every step of the support process, as well as the conversion funnel.

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Customer Journeys Analytics B2C Roadmap 52

Bold360

APRIL 6, 2021

Compared to small and mid-sized businesses, enterprises have more involved project lifecycles – more people, departments, processes and budget. Pre-COVID, all this complexity made it time-consuming to develop projects impacting CX. Now, responsiveness rules the day. With a clear view from the frontlines of what Bold360 customers have been experiencing, Customer Relationship Manager Shai Horstock explains the shift enterprises have had to make in order to become nimbler, a change that won’t (and

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Roadmap Self Service Chatbots Telecommunications 52

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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

inSided

APRIL 6, 2021

In Episode 10 of The inSide Scoop on Customer Success , we tackle a very important topic: customer conversations. Listen in as our VP of Customer Success and podcast hostess with the mostess, Anika Zubair, talks to Steve Sanchez, VP of Customer Success at Gong , and Adam Joseph, Head of Customer Success at Gainsight. They’ll dive into how you can understand your customer conversations better and at what point should you consider Customer Success tooling and software in order to scale your custom

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How To Customer Success Software Customers 52

Helen Dewdney

APRIL 6, 2021

I talk with former CEO of Chartered Trading Standards Institute (CTSI), Leon Livermore, in a series of exclusive interviews. In the first one we discussed his achievements and challenges at CTSI. Today we talk about his opinions on CTSI’s monitoring and approval of Alternative Dispute Resolution (ADR). We explore the difficulties with implementing what he would have liked.

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Government Policies Consumers Groups 56

Forrester's Customer Insights

APRIL 6, 2021

Learn how dynamic guided selling gives sales teams a competitive edge — and join us at this year's B2B Summit to go deeper.

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Sales B2B Technology Strategy 68