Lumoa
NOVEMBER 17, 2022
The evolution of customer experience in e-commerce has grown exponentially since the pandemic making customer experience more important than ever. Customers search for easy shopping solutions on clear, engaging websites. In the past two years, we’ve seen a massive surge in online shopping, from tech products to fashion items. E-commerce sales are now projected to reach $7.4 trillion by 2025.
Call Experts
NOVEMBER 17, 2022
Investing in a holiday customer service plan is essential to growing your business. 52% of consumers say they have made an additional purchase from a company after a positive customer service experience. But, managing all of the moving parts of your business can feel overwhelming, especially with the onset of the winter season. Managing your customer demands with the needs of your workforce can be easy when you partner with an experienced team like Call Experts.
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CSM Magazine
NOVEMBER 16, 2022
When it comes to modern business, there are a lot of moving parts. With so many things you have to do to be successful, it can feel like an uphill battle to own any business. Whether you own a restaurant or are building a tech start-up you think will be the next big thing, customer service is historically a big part of a company’s success. It doesn’t matter what your business does, if your customer service is bad you won’t be able to thrive.
Forrester's Customer Insights
NOVEMBER 17, 2022
The future of experiences will be driven by analytics, and many of them will be anticipatory.
Advertiser: ZoomInfo
Longer sales cycles. Increasingly discerning buyers. More meetings. Intensifying competition. Economic uncertainty. Go-to-market teams of every size, in every industry, are grappling with these challenges firsthand. Thankfully, there’s an answer. We’ve developed an entirely new way for GTM leaders to identify and execute proven, data-driven strategies that drive revenue.
Comm100
NOVEMBER 13, 2022
How to Improve Customer Service. A Complete Guide of Tools, Tech & Tips. We all know that customer service is important, but just how instrumental it is to success of a company might surprise you. A massive 91% of customers agree that a positive customer service experience makes them more likely to make another purchase. What’s more, 90% of Americans use customer service to decide whether or not to do business with a company.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
ClientSuccess
NOVEMBER 15, 2022
Customer success managers have their work cut out for them when it comes to retaining and growing customers. It takes a lot of hard work to draw customers into your company in the first place, so you must work to keep those customers more than satisfied once they decide to work with you. One way to ensure your customers stay with you is to add a personal touch to customer success.
TechSee
NOVEMBER 17, 2022
Whether you are a ridesharing leader supporting millions of global drivers and riders or a mobile carrier troubleshooting connectivity issues, fast and convenient mobile support is mission-critical. However, providing customer support for issues that occur on smartphones is very challenging. In this post, we will explore the challenges of mobile software support, and how mobile mirroring is bringing visual clarity to support agents and end-users alike, delivering faster, more efficient, and effe
BirdEye
NOVEMBER 16, 2022
In our increasingly digital world, online reviews have become the backbone of digital marketing campaigns. The way a business approaches customer review management can directly impact and improve its reputation and branding. Reviews initially started as a way for customers to share their experiences, but they’re now a full-fledged marketing channel.
CSM Magazine
NOVEMBER 16, 2022
An effective customer service team is the backbone of any successful company. When a business is ready to scale, it must ensure that its customer service department can grow in tandem. Customer service managers can implement several strategies to support their team’s expansion while maintaining high standards. Scaling the support team requires an understanding of the following outcomes: How many more customer interactions can the team realistically manage at current capacity?
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Propel23, the world’s first and best online event for CS professionals, had 30+ sessions focused on distinct aspects of post-sale operations. This Ideabook distills those sessions into insights and actionable resources for the CS community through a curated collection of ideas, strategies, and best practices, sourced directly from industry leaders and experts around the world.
IntouchInsight
NOVEMBER 18, 2022
You’ve probably heard people talking about the metaverse over the past year. From Facebook rebranding as Meta to Taco Bell hosting a virtual reality wedding — there's been no shortage of news. Brands are already juggling a variety of in-person and digital channels so adding yet another one to the list may seem like a headache. But the metaverse presents more opportunities than obstacles.
Comm100
NOVEMBER 15, 2022
There’s no doubt that telephone remains a stalwart customer service channel. Many consumers still prefer to call companies for support, particularly when the issue is complex or urgent. However, this number is ever decreasing, and CCaaS providers that are only offering phone support, even alongside email, are restricting their growth and profitability.
TechSee
NOVEMBER 18, 2022
The holiday season is a busy time for every team, but the unsung heroes of the holiday season are without a doubt the service organization. While everyone else is spending time with family and friends, service teams are hard at work making sure their customer’s holiday plans aren’t interrupted by long wait times or service disruptions. Especially in the consumer sector, demand for service grows as customers begin setting up and using their new purchases and holiday presents.
Eptica
NOVEMBER 18, 2022
Date: Friday, November 18, 2022 Author: Pauline Ashenden - Demand Generation Manager 10 top tips for a winning customer service knowledge management system. Published on: November 18, 2022. Author: Pauline Ashenden - Demand Generation Manager Using knowledge effectively is key to driving excellence in customer service, particularly as queries become increasingly complex and information changes ever faster.
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Delighted customers are more likely to be loyal to your brand and refer your business to friends and family. But delighting your customers doesn’t just happen magically. Even the best managers have blind spots. There may be areas of your customer journey that look great from the employee’s perspective, but look entirely broken from the customer’s side.
Clarivate
NOVEMBER 15, 2022
Today we reveal our annual list of Highly Cited Researchers. This year we recognize 6,938 scientists and social scientists who demonstrate significant and broad influence among their peers in their chosen field or fields of research. The exceptional individuals designated Highly Cited Researchers 2022 have published multiple highly cited papers, ranking in the top 1% by citations for field and year over the last decade.
Comm100
NOVEMBER 13, 2022
A Complete Guide to Omnichannel Customer Service. The state of customer service is always changing, and brands must keep up. While offering just phone or email support was once accepted, consumers today expect far more. Customers now use an average of nine different channels to connect with companies, and they expect the support they receive on these channels to be fast, convenient and personalized.
Optimove
NOVEMBER 15, 2022
Gen Z today comprises around one-third of the world’s population. Born between 1997 and 2012 and raised alongside Internet technology since the very beginning of their lives – they hold in their hands (literally, ninety-eight percent own a smartphone) an estimated annual purchasing power of $143 billion. As ever-increasing numbers of this generation complete higher education and take their first steps into the workforce, mobile marketers without a robust Gen Z-focused strategy won’t make it.
The DiJulius Group
NOVEMBER 14, 2022
Today the U.S. has 3.4 million fewer workers participating in the job market compared to before the pandemic. Businesses have tried numerous strategies to cope with the lack of human labor—everything from reducing their operating hours to raising wages, to offering four-day work weeks. But recently they have hit upon a new strategy, one that. Read Full Article.
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In 2022, businesses recognized the value of optimizing their contact center operations to streamline processes, increase efficiency, and meet the rising expectations of their customers. However, only 10% of customers believe that experiences have significantly improved over the past year, making productivity a non-negotiable metric for success. To empower agents to do more with less, this report highlights the leading pain points that prevent efficiency and establish a framework for maximizing p
Beyond Philosophy
NOVEMBER 12, 2022
A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. As if the world isn’t crazy enough—with the war in Ukraine, the cost-of-living crisis, the looming threat of recession, and the ostensible beginnings of catastrophic climate change— we learned a flesh-eating bacterium (Vibrio vulnificus) is running rampant in Flori
Comm100
NOVEMBER 15, 2022
As customer service operations continue to digitalize, CCaaS providers are quickly recognizing that a telephone-only offering is restricting customer base and growth. As today’s consumers increasingly prefer to get support digitally, organizations are meeting these expectations by offering a range of digital customer service channels, from live chat and chatbots to SMS.
Clarivate
NOVEMBER 18, 2022
To coincide with the 17th G20 Heads of State and Government Summit taking place in Bali, Clarivate has released its Annual G20 Scorecard – Research Performance 2022. . This annual review of research indicators for the G20 members by the Institute for Scientific Information (ISI) at Clarivate enables policymakers and research leaders to identify trends and benchmark key indicators across regions.
ChurnZero
NOVEMBER 18, 2022
As a Customer Success leader, do you find yourself watering down your budgetary requests? It can be intimidating to ask for what you need, especially in the face of a recession. You might worry about coming off as demanding, or incompetent at making do with what you already have. And yet, downplaying your team’s needs undermines CS’s current impact and future revenue-driving potential.
Advertiser: ZoomInfo
Even in today’s data-driven sales world, cold calling remains a fact of life for many go-to-market professionals. Fortunately, today’s sales leaders have a crucial advantage over their predecessors: market intelligence and outreach platforms that can warm up virtually any introduction.
BirdEye
NOVEMBER 18, 2022
When you’re actively marketing your business online, social media platforms like Facebook can’t be ignored. Millions of people use Facebook daily, which makes it an ideal place to raise awareness about your business and turn your audience into customers. In this blog, we’ll cover how to effectively market your business on Facebook. We’ll tell you about the tools you can use to reach more users, increase engagement, and grow your audience on this massive social media platform.
Comm100
NOVEMBER 15, 2022
The importance of customer service cannot be understated. It is the third highest reason why consumers switch brands , only sitting behind better deals and superior product quality. A positive customer service experience makes 94% of consumers more likely to purchase. However, although this presents great opportunities to stand out from the crowd, it also poses great challenges.
Optimove
NOVEMBER 16, 2022
What are some memorable World Cup firsts? England winning it all in ’66? Maradona slalom goal vs. England in ’86? Maybe it’s Zidane’s headbutt into Materazzi’s chest in ’06? You gotta love those “firsts”; you never forget them. This FIFA 2022 World Cup offers plenty of firsts. It is the first time hosted by a Middle Eastern and Arabic-speaking country.
West Monroe
NOVEMBER 14, 2022
Subscribe. Spotify. Apple Podcasts. Google Podcasts. iHeart. Stitcher. Pandora. Group Copy. Created with Sketch. Created with Lunacy. Twitter icon. Created with Lunacy. printer copy. Created with Sketch. powered by Sounder. About the episode. Execs from Health Alliance Plan of Michigan open up about their digital transformation. Listen to Mike Treash, COO, and Patrick Stevenson, head of data & analytics, talk about the health plan’s pursuit of The Golden Record—a source of truth for all data
Speaker: Tim Buteyn
Let's set the scene: you’ve identified a critical performance gap in your organization and need to close that gap. A colleague suggests training, but you suspect there’s something going on that training can’t address. How can you determine if training is the right solution before you commit your budget and resources to a new training program? In this webinar, you will learn how to determine if training is the right solution using the Behavior Engineering Model.
Playvox
NOVEMBER 15, 2022
“Time is money” is a phrase attributed to Benjamin Franklin, first appearing in The American Instructor , a book published in 1748. For contact center managers, this phrase rings in their heads each time they create a forecast, build a schedule, or track schedule adherence. . Working efficiently becomes even more important when costs are rising, agents are hard to hire, and customer service expectations are higher than ever before.
Comm100
NOVEMBER 13, 2022
A Comprehensive Guide to Chatbot Software. In 2020, the North America chatbot software market was valued at $182 million. Fast forward to 2025 and it’s predicted to be worth over $580 million. The reason for this growth – over 200% in 5 years – is relatively simple. Brands of all industries are beginning to recognize the huge benefits that customer service chatbots can bring to their organization.
DemandJump
NOVEMBER 15, 2022
If you know anything about software-as-a-service search engine optimization (SAAS SEO), you know that one of the steps you need to take is including keywords in your content. SaaS marketing hinges on having strong content, and strong content hinges on having the right material. If you still believe in keyword stuffing like digital marketers from the olden days did, forget all that.
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