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 148

Storyminers

APRIL 6, 2021

The post Become a Storyminer appeared first on Storyminers.

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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

Customer Experience

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

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom

Call Center

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

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The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?

Customer Experience

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.

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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.

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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

Speaker: David Nisbet, 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

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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A CX myth is something widely believed or implemented that is based on “how we’ve always done it” thinking, rather than delivering truly innovative customer experiences. What CX myths are holding organizations back from top-level customer experience performance? What can companies do to find solid ground and move forward successfully? In this guidebook, we answer those questions and more as we explore three key myths and two strategies that you can use to replace them.

Customer Experience

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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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

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