Mon.Mar 23, 2020

3 Tips for Boosting Customer Retention

inSided

Just how valuable is it to keep customers invested in your brand? We're exploring the answer to this question and some tips on improving retention in today's blog. Customer Success

5 Steps to Create the Best Customer Onboarding Experiences

ClientSuccess

When it comes time to identify the most critical part of the customer lifecycle or customer journey, a few big milestones like ‘closing the sale’ or ‘growing adoption’ might be thrown out there.

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Customer Segmentation: What It Is and How to Get Started

Survicate

The post Customer Segmentation: What It Is and How to Get Started appeared first on Survicate. Customer Segmentation

Customer Experience Management for Salesforce

GetFeedback

GetFeedback by SurveyMonkey offers the most flexible, easy-to-use CX technology with the fastest time-to-value in market. Product & News

A Practitioner's Guide to Sustainable Customer Experience in the Contact Center

To make contact center conversations great, you need to set-up the right environment for success. This involves your contact center design, the data you use, and some critical customer-centric capabilities.

Webinar: Managing the Customer Experience in Times of Crisis

MaritzCX

Customers are still interacting with products and services even as COVID-19 continues to disrupt the economy, purchase habits, and everyday lives. Don’t stop listening to your customers during this critical time!

More Trending

How to Handle a Large Volume of Live Chats

Comm100

Ensuring that your customers can reach you in a click (or two) is crucial to offering great digital customer service and is what makes live chat such a popular customer support channel. However, the volume of chats you receive may get out of hand if you aren’t prepared.

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What You Need To Know About Customer Service Automation

Jacada

Digitization is on the mind of virtually every customer service leader, as new technology promises to improve the customer experience, streamline internal processes and boost agent productivity. Read More. Jacada Blog

How to Handle a Large Volume of Live Chats

Comm100

Ensuring that your customers can reach you in a click (or two) is crucial to offering great digital customer service and is what makes live chat such a popular customer support channel. However, the volume of chats you receive may get out of hand if you aren’t prepared. You don’t want your agents to feel bombarded with visitor inquiries, and right now, for many customer service teams, this is a bigger challenge than ever. .

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Your Call Center Business Continuity Plan: Shifting to Work from Home

TechSee

Work from home (WFH) for customer service agents is a concept that has rapidly gained traction over the past few years, enabling enterprises to partially address the ongoing contact center recruitment crisis. In the current climate, this model has emerged as a critical element of any call center business continuity plan and companies around the world seek to enable remote working as quickly and seamlessly as possible.

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

Google Temporarily Disables New Reviews and Responses

ReviewTrackers

Reviews

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5 Top Customer Service Articles For the Week of March 23, 2020

ShepHyken

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. An open letter on customer service during a pandemic by Paul Selby.

Entertainment Hit Hard by Coronavirus & Considering Innovative Solutions

NetBase

As the fear of a global pandemic is upon us, consumers are being forced to adapt to new ways of living and socializing, as school and work closures leave millions in seclusion at home.

5 Top Customer Service Articles For the Week of March 23, 2020

ShepHyken

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. An open letter on customer service during a pandemic by Paul Selby.

Why Community is a Strategic Asset Against Your Competitors

Speaker: David Spinks, Founder of CMX and VP of Community at Bevy, and Adrian Speyer, Head of Community at Vanilla Forums

Join Vanilla Forums as Founder of CMX and VP of Community at Bevy, David Spinks, and Head of Community at Vanilla Forums, Adrian Speyer talk about how the best companies in the world are building strong cross-channel communities to successfully protect their most valuable assets: their customers, partners and stakeholders.

What is Service Desk?

ProProfs Chat

Every company has a customer support process in place, but what about its employees, clients, and stakeholders? Wondering what I’m talking about? Imagine this: . While working, one of your employees faces some technical issues with their system. . Who would they call? The HR department? Maybe. .

Working remotely = 30% increase in community engagement

inSided

Online engagement drastically increased over the last week—and we can see it. At inSided, we serve the online communities for many of the largest B2C and B2B brands like T-Mobile, Gainsight, Sonos, Nutanix, Zapier and Coursera. So what does the data show us on current engagement levels?

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Understand how your team is doing with free employee pulse resources from Wootric

Wootric CX Blog

RESPONDING TO COVID-19 . Everything has changed. How are your people doing? Understanding how your employees are feeling right now has never been more important, nor more difficult. Let us help. . Wootric is offering free employee pulse tools to help you stay connected to your teams.

What is Behavioral Energy Efficiency?

Uplight

Saving energy can be as simple as replacing light bulbs or adjusting the thermostat, but most utility customers need a little nudge to take action. Behavioral Energy Efficiency, also known as BEE, is one of the most cost effective ways for utilities to generate energy savings.

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

How Do Marketers Use Data to Develop Promotional Strategies?

DemandJump

In the age of digital marketing, data has taken on an essential role in determining strategy.

Stay Connected to Your Virtualized Workforce with this Free Employee Connection Pulse Survey

SurveyGizmo

By Vanessa Bagnato, Director of Solutions Marketing. We recognize that businesses are working hard to rapidly adapt to a new, much more virtual way of working.

Why is it important to be data-driven?

DemandJump

Everywhere you turn, there are data points being captured and leveraged by organizations to improve your customer experience -- whether you are conscious of the activity or not. Google captures where you are located and tags any photos you take with their correct geolocation. Marketing Management

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A note on COVID-19

Lenati

To our valued clients and partners, We recognize the uncertainty around the spread of COVID-19, and its impact on daily life. In light of current circumstances, we wanted to reach out and share some of the things we are doing here at PK.

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

What Google CEO’s Success Tells Us About Marketing Attribution

DemandJump

Eric Schmidt is one of the world’s richest people. He has a net worth of about $14.7 billion dollars in early 2020, and has run one of the most powerful advertising and search engines in the world, Google (Alphabet). Marketing Attribution

Tech companies need RPA, too

Lenati

For many tech companies, legacy manual processes may be holding back the organization from achieving streamlined operations, a faster delivery or a better customer experience.

How do marketers use data to identify goals?

DemandJump

68% of marketing professionals say that improving the measurability of their ROI is their top goal. If you can't measure it, you can't improve it, and you won't know if you're going in the right direction. So our business goals must be measurable. And how do you measure goals?

Harnessing Powerful Personalities to Connect with Consumers

NetBase

Brands need ways to sway consumer love in their favor. And possibly the most effective way to do this is through influencers marketing. Let’s explore how you can harness these powerful personalities to connect with your consumers on your behalf. The Power of Influencers Compels Them .

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.