Thu.Dec 17, 2020

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Industries Which Have Had a Big Impact on Online Customer Services

CSM Magazine

Customer service has always been an essential factor for businesses in every industry, but it’s now more vital than ever before. The accessibility to a broader range of competitors online has meant that in order to succeed, your customer service really needs to stand out. With sites such as Trustpilot offering the ability for customers to leave feedback and reviews , delivering poor service in the modern world has consequences.

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Racing Against Time: Achieving a 96% On-Time Success Rate in a 120-Minute Delivery Window in the Midst of a Pandemic

BlueOcean

A Case Study in Strategic Partnership. We’ve partnered closely with this multinational network technology corporation for many years, providing end-to-end order management support and customer success enablement. We enjoy the freedom they grant us in being able to creatively take on new challenges and goals. Read on to discover how we: Achieved a 96% success rate of a two-hour delivery window.

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Instantly regain control of a conversation and de-escalate using this technique

Myra Golden

When customers are venting, they’re stuck in the right side of the brain. We’ve talked about the right emotional brain and the Communication Chain. Here’s a tactic you can use to move on. Ask your customer three closed-ended questions back-to-back. Closed-ended questions are questions that can be answered in one word: “Do you like Italian food?” is a closed-ended question.

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The CX stakes are rising in financial services and insurance

Talkdesk

As revealed in a new report by Talkdesk Research, customer loyalty is on the line at every touchpoint. Customer experience (CX) is the differentiator for businesses in all industries. CX stakes are rising, and customers have the power to vote with their wallets. Financial services and insurance institutions are left to balance delivery against customer expectations with the challenge of multiple legacy applications and new digital touchpoints.

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

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!

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A Comprehensive Guide to Accessible User Research: Part 3 – Conducting and Reporting

dscout People Nerds

Researchers often want to include people with access needs in their studies but don’t know where to begin. This three-part series covers the various considerations for adapting your practice to include people with disabilities.

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Who Are Your Business Case Heroes And Heroines?

One Millimeter Mindset

Who are the business case heroes and heroines you leverage when working with colleagues and clients? Consider that every business case you create includes a cast of characters you either include or exclude. Possibly because you never even considered these people as part of your story. Or, if there is going to be a hero or heroine, and it is not your products or services, then, voila!

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Beyond the 1:1 Interview: Involved, Engaged Remote Moderated Research

dscout People Nerds

Here are some advantages you may not have considered, some methodologies you might not have tried, and some best practices you should lean on, when advancing your remote moderated research practice.

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How to Handle Multiple Chats at the Same Time

ProProfs Chat

Ever wondered how challenging it must be for your operators to handle multiple chats at the same time? What if they make a mistake while managing multiple chats or one of their responses prompts the visitor to leave the website before getting a solution? These are some pressing questions that need your immediate attention. Yes, there’s no doubt that the best possible live chat software helps you manage multiple chats and visitor queries simultaneously; but if not handled properly, operators can

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What Is Version Control?

Ecrion

What Is Version Control? | How It Works | Who Can Benefit from It? |. What to Look for in Version Control Software. Having a solid IT infrastructure is essential when it comes to facilitating the long-term success of your business. A large component of this includes implementing proper version control software, but not every entrepreneur understands what this involves.

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The State of Customer Onboarding 2024

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.

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“Players Who Feel Safe Are More Likely to Stay With A Sole Operator For Longer”

Optimove

The interactions that gaming operators have with their players have a tremendous effect on the players’ likelihood of either adopting healthy habits or developing problematic behaviors. Sometimes, it’s hard to tell where the player is headed. This is what Sally Gainsbury, a clinical phycologist, is working on solving. As the Gambling Treatment & Research Clinic director at the University of Sydney, Australia’s only university-affiliated gambling treatment and research cente

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7 Examples of What Businesses Can Achieve with Better Natural Language Processing

UJET

Natural language processing (NLP) is a branch of artificial intelligence that uses machine learning algorithms to help computers understand natural human language—not just what people are saying but also what they mean when they say it. There are examples of NLP in nearly every customer service process powered by AI. Companies at the forefront of customer experience solve some of the most frustrating human-software interactions and stay ahead of today’s customer expectations by applying advanced

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The Power of Connection with Sioban Massiah

Kustomer

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Sioban Massiah from Twitter to discuss the Power of Connection and how to retain customer loyalty. Learn how Sioban connects with customers by listening to the podcast below. Growing Your Connection to Retain Business. Partner Experience Manager at Twitter , Sioban Massiah, has quite the diverse background in customer advocacy and support.

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7 Examples of What Businesses Can Achieve with Better Natural Language Processing

UJET

Natural language processing (NLP) is a branch of artificial intelligence that uses machine learning algorithms to help computers understand natural human language—not just what people are saying but also what they mean when they say it. There are examples of NLP in nearly every customer service process powered by AI. Companies at the forefront of customer experience solve some of the most frustrating human-software interactions and stay ahead of today’s customer expectations by applying advanced

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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New Additions to the Playvox Leadership Team

Playvox

Over the past several years, Playvox has grown rapidly. In that time, we have serviced hundreds of companies encompassing dozens of industries around the globe, emerging as the leader in digital-first call center quality assurance.

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WATCH NOW: Planning for Customer Experience (CX) in 2021 | PeopleMetrics LIVE!

PeopleMetrics

Planning for Customer Experience (CX) in 2021. What can you do NOW to get your CX program ready for 2021. What are the key touchpoints you must measure in 2021? How has COVID-19 changed the way we measure customer experience (CX)? In this edition of PeopleMetrics LIVE!, we provided some practical tips and guidance for what you and your team should be planning for NOW in order to deliver the best possible customer experience (CX) in 2021.

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Expand Your Idea of the Perfect Candidate: Why Diversity in Culture and Experience Matters

dscout People Nerds

Diversity matters in UX. Not just in culture and race—but in experience as well. .

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How to Be The Brand Customers Can’t Live Without

The DiJulius Group

Today, we’ve been forced into a virtual world that adds to these unintended consequences of a relationship deficit. As we’ve been forced to practice social distancing, people have realized how much they crave human connection. Not being able to dine with friends, see family members, or interact with coworkers has put a strain on the. Read Full Article.

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Top 5 Ways to Optimize Your Loyalty Strategy

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

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3 Tech Insights for 2021, Straight from Consumers

Centercode

Software and tech gadgets are developing faster than we could ever have imagined even a decade ago. In many ways, this year has put a spotlight on those advancements as many industries pivot to adapt with unprecedented changes and uncertainty. More and more everyday products are being replaced by their sophisticated counterparts. And with many of us spending a lot more time at home, consumers are bringing more of these complex products into closer quarters, increasing the demand for products tha

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The CX stakes are rising in financial services and insurance

Talkdesk

As revealed in a new report by Talkdesk Research, customer loyalty is on the line at every touchpoint. Customer experience (CX) is the differentiator for businesses in all industries. CX stakes are rising, and customers have the power to vote with their wallets. Financial services and insurance institutions are left to balance delivery against customer expectations with the challenge of multiple legacy applications and new digital touchpoints.

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3 things customers need most from you now

Customer Experience Insight

Customer experience pros: Crank up the empathy! It’s one thing customers need more than ever from you now. About 75% of customers said they believe a company’s customer service should be more empathetic and responsive as a result of the pandemic, according to the Hiver study, “Customer Support Through the Eyes of Consumer in 2020.” “What qualifies as great customer service is changing, and changing fast,” says Niraj Ranjan, CEO and Co-founder of Hiver. “

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Consumer Trends 2020: Spending Behavior in an Unprecedented Year

Maru Group

By Sharan Duggal, Vice President Research, Financial Services | December 17, 2020 Maru’s MoneyScreen interactive payments innovation platform evaluates consumer perceptions of payment concepts, both traditional and groundbreaking, that may or may not be in-market yet. This tracker helps us, and our clients, assess and keep a pulse on how the payments world is constantly innovating, and which payment methods or brands are resonating with consumers.

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Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

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3 Tech Insights for 2021, Straight from Consumers

Centercode

Software and tech gadgets are developing faster than we could ever have imagined even a decade ago. In many ways, this year has put a spotlight on those advancements as many industries pivot to adapt with unprecedented changes and uncertainty. More and more everyday products are being replaced by their sophisticated counterparts.

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4 Simple Ways to Strengthen Communication with Customers

Call Experts

Communication is a pillar of success in business. If you cannot communicate effectively, you will lose essential customers and never acquire new customers who can change your business. Poor communication fosters negative customer experiences, misinformed decision-making, unorganized processes for your team, and always frustrates customers. Protect your brand and prioritize communication with your customers and team. .

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November Atlas Highlights

Lithium

Hello, to all of our Atlas members! We’re announcing our 2020 Autumn Launch to help our customers develop this important form of connection with their own customers. Our newest innovations will help brands improve their community management, team collaboration, and customer engagement processes. Read the highlights of Khoros innovation here! Our virtual assistant, Maia , has been busy learning new ways to enhance your Khoros experience.

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A Proposal for Unpacking Human-Centered Roles

dscout People Nerds

The nomenclature for research-adjacent titles is getting increasingly unruly. Tightening the taxonomy helps us clarify career trajectories and advocate for ourselves within our organization.

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

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Product Experience Trends And Tactics In 2021

SurveySparrow

Based on a research from PWC, 86% of customers are willing to pay a premium for a better shopping experience. That’s why companies these days care deeply about the product experience for their customers. They know that no matter how wonderful a product they have built, if it doesn’t provide a great experience for the customer, then there is a lot to worry.

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4 Secrets To Improving CX That Will Transform Your Business

CSM Practice

Improving CX customer service is a challenge for many companies, and the number of organizations that are doing this is growing daily. Many people think that it’s not worth the effort to improve customer service or too hard to do it. The truth is that enhancing CX customer service can change the way your business operates and how well your customer relations operate.

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Consumer Trends 2020: Spending Behavior in an Unprecedented Year

Maru Group

Maru/Matchbox’s MoneyScreen interactive payments innovation platform evaluates consumer perceptions of payment concepts, both traditional and groundbreaking, that may or may not be in-market yet. This tracker helps us, and our clients, assess and keep a pulse on how the payments world is constantly innovating, and which payment methods or brands are resonating with consumers.

Trends 52