Steve DiGioia

APRIL 5, 2021

As I’ve gotten older, I better understand why many “old folks” (speaking from the viewpoint of me as a kid) got so grumpy. They’re tired of dealing with years of B.S. from so many people and have had enough of it. They just want to live their lives in peace and will no longer accept subpar work or attitudes. Me too. During our young adult years, we’re still concerned about “fitting in” and finding our place in “work world” – which is either far different from or eerily similar to “school world”.

Customer Service 246

Customer Service Customers Meeting Company 246

NICE inContact

APRIL 5, 2021

This is the third article in a four-part series designed to help small call centers choose the right software to enable them to thrive and compete. The first article focused on cloud call center software as a growth enabler, the second was all about building customer loyalty, and now we'll discuss how to use modern technology to compete more effectively and take performance to the next level.

Call Center 177

Call Center Analytics Software Loyalty 177

ShepHyken

APRIL 5, 2021

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Balancing Humanization and Digitization: 3 Key Customer Service Trends by Jordy Leiser. (TotalRetail) Customer service will continue to be a key differentiator in 2021 and beyond, and it’s therefore vital that brands meet the rising expectations of their customers.

Customer Service 121

Customer Service Self Service Contact Center Tips 121

Kustomer

APRIL 5, 2021

When it comes to building a successful customer service organization, you always want to start with defining your business outcomes. So the first question becomes: what do you want to achieve? Is it increased customer loyalty? Increased revenue? Incremental customer growth? Without understanding your ultimate end goal, knowing a customer’s history may seem unnecessary.

B2C 101

B2C B2B Loyalty Customer relationships 101

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.

Data

Russel Lolacher

APRIL 5, 2021

Time flies, and my decade in the public service at the BC Ministry of Transportation and Infrastructure has certainly attested to that. Ten years of leading a provincial government team in web services and social customer care has been a challenging and rewarding experience. Oh, it’s been amazing. Our scope of work has grown from those early days to not only include leading our ever growing social customer care program and web development and maintenance but also in leading the business of

Customer Care 98

Customer Care Government Communication Engagement 98

GetFeedback

APRIL 5, 2021

We've decided to rebrand GetFeedback. Here's our journey to rebrand, including how we landed our brand look and feel, logo, and tone and voice.

Brands 79

Brands 79

ECXO

APRIL 5, 2021

SHARE ARTICLE. Share on facebook. Share on twitter. Share on linkedin. Share on email. Share on whatsapp. Q. Alan, what is your take on a big CX Transformation Programme as a Strategy? A. It doesn’t work!! Image Headway, Unsplash. When I was asked to share my views on this topic it felt familiar, I have been asked this before by clients and prospects, by CX Practitioners and CEO’s and my answer is always the same.

Strategy 52

Strategy Consulting Airlines Culture 52

SurveySparrow

APRIL 5, 2021

“If your retention is poor, then nothing else matters.” – Brian Balfour, founder of Reforge, former VP of Growth at Hubspot. . With complete respect, we disagree with Brian. Because customer retention comes from customer satisfaction, it comes from all those memorable experiences that you create for customers to satisfy their association with your brand.

Customer Satisfaction 52

Customer Satisfaction Customer Service Customer Service Representative Net Promoter Score 52

Magellan Solutions

APRIL 5, 2021

Magellan Solutions, the best at medical outsourcing . Medical outsourcing picked up because of the shortage of qualified medical practitioners. Its most common service outsourced to different countries is medical transcription. This is the proper documentation of medical history. It is also the specific treatment needed for the patient. This is like data entry tasks for businesses.

Healthcare 52

Healthcare Call Center Virtual Call Center Comparison 52

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Customers

Optimove

APRIL 5, 2021

The term “Relationship Marketing” is broad, but it’s easy to differentiate it from other aspects of marketing. And, even more important – it’s the most basic step you need to take in order to start doing CRM Marketing the right way. What is the right way? Well, that’s a long story. But we’ll just say that when done right – Relationship Marketing can increase your Customer Lifetime Value by 33%, and contribute even more than that to your brand’

CRM 52

CRM Marketing Advertising Customer Retention 52

Uplight

APRIL 5, 2021

As a B Corp, we at Uplight celebrated B Corp Month by playing B Corp bingo. Some of the bingo squares included replacing light bulbs with LEDs, going on a hike, shopping local, and cooking from scratch. Those that participated got entered into a drawing to give away $100 to the charity of their choice. Read More. The post B Corp Month Bingo appeared first on Uplight.

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Kitewheel

APRIL 5, 2021

How much does it cost to run a customer journey project? What do you get when you sign a contract with a journey management vendor? For too long the answers to these questions were hidden behind NDAs and shrouded in mystery. No more. Pricing transparency is coming to the customer journey marketplace. Your business deserves to know how much it costs to bring customer journeys online.

Customer Journeys 52

Customer Journeys Return on Investment Software Customers 52

Forrester's Customer Insights

APRIL 5, 2021

After a brief hiatus, the Insights Beat blog series is back, where I will continue to feature and curate the latest research and thought leadership from our business insights, data, analytics and AI research team. It’s been a fast start to the year and there is so much amazing research that the team has published […].

Leadership 62

Leadership Analytics Data Government 62

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Communication

MyCustomer

APRIL 5, 2021

TYou can have a great philosophy, deliberate strategy, and cunning tactics to inspire customer-driven growth, but if you don't change your. 5th Apr 2021. By Colin Shaw Founder & CEO.

Culture 40

Culture Strategy Customers 40

Forrester's Customer Insights

APRIL 5, 2021

We all need a bit of whimsy in our lives. This is not just an excuse for a whimsical blog post, though there is that. Whimsy and laughter build bridges. And in the security world, where empathy is a critical resource, whimsy can be a first and recurring step in connecting with the teams outside […].

Resources 43

Resources Connections Management Customers 43

SmartKarrot

APRIL 5, 2021

Role: Director of Customer Experience Location: Atlanta Metropolitan Area, US Organization: Reibus International, Inc As a Director of Customer Experience, you will own the customer journey from initial outreach through user onboarding, and post-sale follow-up. Works closely with all other functional teams to deliver world-class service for the users.

Customer Success 10

Customer Success Net Promoter Score Sales Government 10

Forrester's Customer Insights

APRIL 5, 2021

Hi there! Mary Pilecki here, reintroducing myself as your Forrester analyst covering loyalty marketing. During the 10 years I’ve been at Forrester, I’ve worn a few different hats: financial services analyst, research director for our customer insights and B2C marketing teams, and, perhaps most importantly, unofficial “snack drawer fulfillment manager” back when we were still […].

Loyalty 37

Loyalty B2C Financial Customer Insights 37

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Tips

Magellan Solutions

APRIL 5, 2021

Can SMEs Benefit From Call Center Outsourcing Philippines? When it comes to call center outsourcing Philippines, the fortune 500 are the usual clients for BPOs. They invest tons of money to get the best outsourcing service. With this in mind, the majority of the call center firms focus their market to these businesses. However, there are small and medium enterprises (SMEs) that tend to outsource their business too.

Call Center 52

Call Center Software Call Center Experience Hospitality 52

NobelBiz

APRIL 5, 2021

What is ACD or Automatic Call Distribution? An ACD or Automatic Call Distribution System is an essential part of an overall contact center software solution as it connects incoming calls to specific agents who are skilled in specific skill sets. This technology is a component that takes calls and assigns them to the appropriate agent. ACDs are critical in the contact centers, as they assist in meeting the goals and objectives of your business.

System 52

System Contact Center Call Center Contact Center Software 52

Qualtrics

APRIL 5, 2021

See how market research software can help you get faster, better quality insights to every corner of your organization and find which features to look for when choosing the right research tools with our ultimate guide. What is market research software? Market research software is used by companies, individuals, and research agencies to collect and analyze data in order to help make better decisions.

Software 26

Software Marketing Analytics Multi-Channel 26

SmartKarrot

APRIL 5, 2021

Making sure customers love your product is important for any business. Growing a company is all about that customer friction is minimized and customers feel attached to the company. It is necessary to make sure customers use the product in its best way to get value. Product-led growth is necessary to optimize ROI, find customer journey bottlenecks, and increase product adoption.

Metrics 10

Metrics Measurement Customer Satisfaction Conference 10

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

Forrester's Customer Insights

APRIL 5, 2021

When US President Joe Biden signed the American Rescue Plan Act into law, he added $1.9 trillion of economic stimulus to the $2.2 trillion provided by the Coronavirus Aid, Relief, and Economic Security Act and $0.9 trillion included in the federal government’s appropriations bill for 2021. This brings the combined fiscal stimulus of the Trump […].

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Government Technology Strategy Customers 40