Customer Enthusiast
AUGUST 24, 2018
I was recently asked, “What are your predictions concerning advances in customer service in the near future?”. While I’m not a futurist, I will tell you that, as a customer, I’m seeing the proliferation of augmented service. By this, I’m referring to ways that organizations are adding value (for which you may or may not pay a premium) to traditional offerings by increasing convenience and reducing wait times and customer effort.
GetFeedback
AUGUST 24, 2018
This is guest post by Reuben Yonatan, CEO of GetVoIP. Most customers would rather solve problems themselves than go through the hassle of contacting customer service. According to Forrester Research , 91% of customers surveyed would use a knowledge base if it were customized to their needs. When self-service content is easy to discover and navigate, businesses not only see higher customer satisfaction rates , but they reduce support costs because customers can help themselves.
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ProProfs Chat
AUGUST 24, 2018
We’ve all been there. After making a purchase, you’re dissatisfied with a product or service. After being in touch with a customer service representative, the process becomes even more aggravating when a solution isn’t reached. Inaction, rudeness and failure to take ownership of their mistakes – these are just some of the negative approaches to customer success that have left a black mark on many organizations.
QuestionPro Audience
AUGUST 24, 2018
Teens and parents have finally found something they agree on: screen time usage. In a recent report, Pew Research found that 54% of U.S. teens say they spend too much time on their cellphones, and two-thirds of parents express concern over their teen’s screen time. This is not new news. But what isn’t discussed as frequently is adult screen time addiction.
Speaker: Loreal Lynch, 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.
GetFeedback
AUGUST 24, 2018
Arming your customers with self-service content saves everyone time and energy. Learn how to optimize your knowledge base for your customers' needs.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
TeamSupport
AUGUST 24, 2018
Living in an era where there’s seemingly a statistic for everything, it can be difficult to truly understand the real value of each data point. You may look at your email count for the day, see it’s in the triple digits, and say “wow, I’ve had a busy day”. But on closer examination, half of the emails are holiday junk and a quarter are from a vendor who can’t get meeting invites right, leaving only the usual amount of “real” emails in your inbox.
ChurnZero
AUGUST 24, 2018
This week we hosted a well-attended webinar on – Customer Success & Finance: Get Aligned! Getting a customer to retention and its financial impact. The webinar discussed the process and impact of the renewal from both the Customer Success and Finance point of view. Topics discussed included: • Processes that can help drive customer retention. • SaaS metrics the CFO and CS leader both need to know. • The total financial impact of customer retention.
Magellan Solutions
AUGUST 24, 2018
When building the credibility and popularity of your website, one of the things that you need to give enough attention and effort is the so-called backlinking. Backlinking, building link, or link building, is the process of inputting your hyperlinks on third party websites. When users clicked those hyperlinks, they will automatically be redirected to your website.
Keste
AUGUST 24, 2018
Date/Time Date(s) - November 28, 2018 8:00 AM – 5:30 PM Location Dallas Convention Center 650 S Griffin Street, Dallas, TX 75202 Innovation and new technologies are changing the world around us, blazing a new trail. We are so excited to be a part of this changing world.
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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.
Ascribe
AUGUST 24, 2018
You use Ascribe™ Rule Sets to modify the output of the text analytics engine, introduce your own findings to the text analytics results, and to modify comments as they are loaded into Ascribe. You can also use Rule Sets with the Ascribe Coder API to modify responses as they are loaded to Ascribe. Rule Set. Read more » The post Ascribe Rule Set Execution Workflow appeared first on Ascribe.
ClientSuccess
AUGUST 24, 2018
Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. Each day we learn from the trenches what it takes to make clients happy and successful.
Ascribe
AUGUST 24, 2018
Using Ascribe™ Rule Sets you can tailor the results of text analytics to your specific needs. You can do amazing things with Rule Sets, such as: Modify the finding produced by linguistic analysis, for example changing sentiment scores based on keywords. Remove findings from the analysis to discard unwanted topics or expressions. Add new findings. Read more » The post Introduction to Ascribe Rule Sets appeared first on Ascribe.
TeamSupport
AUGUST 24, 2018
Living in an era where there’s seemingly a statistic for everything, it can be difficult to truly understand the real value of each data point. You may look at your email count for the day, see it’s in the triple digits, and say “wow, I’ve had a busy day”. But on closer examination, half of the emails are holiday junk and a quarter are from a vendor who can’t get meeting invites right, leaving only the usual amount of “real” emails in your inbox.
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CSM Magazine
AUGUST 24, 2018
In the United States, 46 percent of the workforce are minorities. Diversity within the workplace will only continue to grow as globalization has been shrinking the world for years. This is often mirrored in customer bases that span internationally due to the internet advertising and e-commerce. With these trends, it is important to hire a diverse group of employees to better relate to your consumers, strengthen relationships with your customer base, as well as provide better overall service to y
LiveChat
AUGUST 24, 2018
Real estate is a people-driven business. To close a sale, face-to-face interactions are necessary. But increasingly, the initial communication between a real estate agent and a potential homebuyer happens online. Online communication has its benefits—speed, reach, ease of use. However, if something goes wrong, you could lose a customer long before they cross the threshold at your open house.
Happy or Not
AUGUST 24, 2018
September 11-14, 2018 | Las Vegas, US HappyOrNot® is thrilled to be exhibiting at HR Technology Conference and Exposition (HR Tech) at The Venetian® in Las Vegas, Nevada. Visit us at BOOTH #1458 where our Customer Experience and Employee Engagement Specialists will be demonstrating our products and services. HR Tech is a leading conference and exposition for Human Resources […].
Brad Cleveland Blog
AUGUST 24, 2018
Many contact centers have been through consolidations or restructurings that are really just cleanup efforts for lack of having or using an effective customer access strategy. For example, I recall helping an insurance company with agent group “consolidation.” Their sales … Continue reading → The post Strategy Drives Structure appeared first on Brad Cleveland.
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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,
ShepHyken
AUGUST 24, 2018
This week we feature an article by Wayne Turmel who writes about how to be successful with a remote customer service team. This is a new challenge that many employers are facing. – Shep Hyken. When you’re trying to serve your customers, your reps must be self-starting, relatively autonomous, and focused on their jobs. You probably also want them to help each other out, answer questions for one another, and share what works so that everyone can improve.
Brad Cleveland Blog
AUGUST 24, 2018
Many contact centers have been through consolidations or restructurings that are really just cleanup efforts for lack of having or using an effective customer access strategy. For example, I recall helping an insurance company with agent group “consolidation.
QuestionPro Audience
AUGUST 24, 2018
The 2020 presidential election will be here before we know it. After such a surprising and divisive 2016 election, there is more interest than ever into voter behaviors. While there has been a stereotype that “ all millennials are liberal ”, that may be changing. According to a recent study by Reuters , the Democratic party is losing support with millennials.
Brad Cleveland Blog
AUGUST 24, 2018
Many contact centers have been through consolidations or restructurings that are really just cleanup efforts for lack of having or using an effective customer access strategy. For example, I recall helping an insurance company with agent group “consolidation.
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.
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