Comm100

MARCH 25, 2024

Whether you’re planning a customer support chatbot for your website or building an engaging marketing bot for Messenger, being aware of the do’s and don’ts of bot planning and development will help ensure that your chatbot is effective, and that it meets customers’ expectations every time.

Chatbots 240

Chatbots Customer Journeys User Experience System 240

BlueOcean

FEBRUARY 14, 2024

When we are talking to organizations in the sales cycle, we will often hear from SaaS companies that the customer success role is too complex, too critical, too deeply embedded in their internal operations to ever be outsourced. Work with your outsourcer to build the CSS profile, then trust them to hire the right people.

Customer Success 177

Customer Success Contact Center Average Handle Time Touchpoint 177

CX Accelerator

NOVEMBER 7, 2023

A company might not be customer-centric if they… As I reflected on this experience, I realized that there were a number of indicators that this company might not be customer-centric. Luke Jamieson , thinking about how we engage with our customers and employees says: 8) have high employee attrition (or turnover).

Customer Centricity 316

Customer Centricity Company Airlines Net Promoter Score 316

Experience Investigators by 360Connext

NOVEMBER 7, 2023

When working to grow their business and revenue, companies often focus most (if not all) of their resources on attracting new customers. That’s certainly a benefit of customer loyalty, but there are deeper forces at work. Oxytocin is believed to be one of the most important chemicals for building loyalty and trust.

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

Comm100

APRIL 10, 2024

In this article, we will discuss how the combination of AI and human intuition can be applied to a range of sectors to help solve problems preemptively. In this regard, AI can help relieve the stress by being integrated into a more structured approach to customer service.

Customer Service 212

Customer Service Chatbots Analytics Customers 212

Comm100

JANUARY 23, 2023

2023 looks to be a year of great change in customer experience (CX). Employee experience will match the importance of customer experience Shep Hyken, Customer Service and Experience Expert and New York Times bestselling author, predicts: “If you want to have a good customer experience (CX), there must also be a good employee experience (EX).

Customer Experience 301

Customer Experience Chatbots e-support Customers 301

Uniphore

JULY 23, 2021

Both of these situations would be totally unacceptable. The study found that only about one in every three reps felt engaged in their work. Disengaged agents are more likely to engage in counterproductive behaviors. Even neutral reps are 43% more likely to engage in job-seeking behaviors. Check it out!

Contact Center 246

Contact Center Call Center Social Media Employee Experience 246

Comm100

NOVEMBER 21, 2023

This could be blamed on the median age of lawmakers (58 for the House of Representatives, 65 for the Senate) or a culture of technophobia. Regardless, AI can help governments cut spending and bring people closer to their representatives. People are simply not interfacing with content the way we used to. AI can change this.

Government 224

Government Communication Engagement Social Media 224

Integrity Solutions

APRIL 19, 2024

It’s about asking questions from a place of genuine curiosity, listening, fully absorbing what you’re hearing and then being willing and able to pivot in whatever direction the customer’s answers take us. The research also shows 61% of customers feel they’re treated as a number rather than a human being.

Sales 107

Sales Loyalty Communication Contact Center 107

Comm100

JULY 27, 2023

Dyslexia should be a massive consideration in education, and making learning more accessible for those suffering from the disorder should be a priority for educational institutions. Thankfully, changes are being made, and the implementation of technology to help those with dyslexia study and learn is becoming more commonplace.

Study 202

Study Financial Technology Chatbots 202

Calabrio

MAY 3, 2021

David Flores from GreenPath Financial Wellness is named a finalist in the 2021 ICMI Global Contact Center Awards for Best Contact Center Manager. Employed by GreenPath Financial Wellness since 2006, David knows firsthand that one earns what one receives there: nothing is simply given to you. Clearly David’s approach works.

Contact Center 264

Contact Center Leadership Financial Survey 264

CSM Magazine

APRIL 26, 2024

Best of Both Worlds Craig Murray, Regional VP of Service Cloud at Salesforce, explained that Salesforce and Genesys have a long history of working together, driven by the needs of their shared clients. As the most dominant channel, with 57% of people preferring to speak to organisations directly, voice remains crucial.

CRM 52

CRM Data Gamification Wait Times 52

TechSee

AUGUST 14, 2023

Adrian Swinscoe, Customer experience advisor, author, speaker Adrian is a huge fan of organizations that do great things for their customers and has been helping many achieve their own level of greatness for over 25 years via consulting, writing, speaking workshops, and advisory work. Before joining HotDoc, Agnes spent 4 years at Apple.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

SurveySparrow

MARCH 19, 2024

Videos are naturally more engaging because people are visual. Videos can help your lead generation by: Boosting social engagement: Videos are easy to consume, especially on social media. Increase conversions: Most people don’t have the attention span for long articles, especially on complex topics.

Video 95

Video Strategy Marketing Social Media 95

Playvox

MARCH 21, 2024

The well-being, satisfaction, and motivation of your frontline staff play a pivotal role in shaping the customer experience. According to Harvard Business Review , engaged employees deliver better customer experiences. Let’s take a deeper look at the factors that influence employee engagement and morale.

Strategy 90

Strategy Contact Center Multi-Channel Social Media 90

BirdEye

MARCH 4, 2024

It’s a theory that a consumer must be exposed to a brand or product seven times before purchasing. Today’s marketers understand this well. The key to drip marketing is that the messages are scheduled ahead of time to be delivered on a specific date or triggered by a specific action.

Marketing 111

Marketing How To Multi-Channel Tips 111

Brandwatch CX

JANUARY 29, 2024

Your social media platforms can be a gold mine for leads. We offer a social listening platform and to generate interest around that we need to show off what it can do and reach the right people. We need people in organisations who can get the ball rolling, people in the position to make decisions. Be wary though.

Social Media 98

Social Media Tips Groups Brands 98

BirdEye

NOVEMBER 15, 2023

AI can help businesses engage customers, automate operations, and improve employee efficiency. If you haven’t had a chance to check out those sessions, they’re all being recorded and you can watch them on demand. Excited to be here. I was lucky enough to be part of a startup within Google.

Brands 111

Brands Data Technology Consumers 111

BirdEye

MARCH 15, 2024

That is why knowing the best time to post on YouTube is imperative to those aiming to maximize their reach and engagement. Evenings (5:00 PM – 9:00 PM): As the workday winds down, many people unwind by scrolling through YouTube. So, when exactly is the best time to hit that upload button and captivate your audience?

Social Media 69

Social Media Entertainment Video Insurance 69

TechSee

JUNE 16, 2022

Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” Customers expect better and faster pre and post purchase services. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Follow on LinkedIn. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Beyond Philosophy

AUGUST 20, 2020

We discussed the findings of the interface of technology and human beings with Professor Shiri Melumad on a recent podcast. When using it, people have increased challenges in generating content. We Are More Emotional on Our Phones Than Computers. To me, this makes sense at an intuitive level.

Study 348

Study Transportation Survey Technology 348

Playvox

FEBRUARY 20, 2024

While the pandemic may seem distant in some of our minds, one shift remains prevalent long after it became safe to go back to offices — the need and desire to work remotely. First, let’s define remote work. Remote work is the practice of working from a location other than the traditional office setting.

Management 88

Management Gamification Contact Center Policies 88

ECXO

JUNE 11, 2023

Customer Experience = Seeing + Being + Doing Customer Centricity is the umbrella for concepts like Customer Experience, Customer Intimacy, Customer Advocacy, Customer Loyalty, etc. This example is illustrative for what happens to many companies that set out to be customer centric. Not being successful also has consequences for people.

Customer Experience 122

Customer Experience Customer Centricity Competitive Advantage Government 122

ECXO

APRIL 18, 2024

He was a Customer Success Manager at a well-known company, “TechEase” A traditional company in the city that has been there for decades, working in the same way they have always worked. As the Chief Customer Officer, Jose worked tirelessly to instill a customer-centric culture in every corner of TechEase.

Customer Experience 101

Customer Experience Customer Centricity Chief Customer Officer Culture 101

BirdEye

MARCH 27, 2024

Social media management tools Impact of Twitter impressions on engagement 6 ways to increase impressions on Twitter 1. Developing engaging content 3. We often only worry about our social media marketing campaigns’ click rates, engagement rates, and followers. Twitter ads manager 4. Use relevant hashtags 2.

Engagement 64

Engagement Social Media Analytics Metrics 64

Integrity Solutions

SEPTEMBER 2, 2022

This max exodus of talent may be slowing down a bit, but it’s far from over. It’s about being fed up with a lack of feedback, no sense of connection to the organization, and frustration with a lack of development opportunities. No wonder employee engagement in the U.S.

Management 119

Management Employee Engagement Culture Leadership 119

BirdEye

DECEMBER 8, 2023

And, as a Birdeye survey points out, about 92% of people read at least two reviews before choosing a business. It’s the heartbeat of your brand, silently yet powerfully shaping how people perceive your business. However, managing corporate reputation could be tricky for many companies.

Strategy 116

Strategy Management Social Media Brands 116

West Monroe

APRIL 17, 2024

Talent and skill shortages continue to be a growing concern for manufacturers as they mature their digital capabilities. The intent to invest is positive news—but directing investment for maximum impact won’t be easy. We view culture as a set of aspirational behaviors that drive work in an optimal way.

Leadership 59

Leadership Culture Competitive Advantage Study 59

BirdEye

MARCH 20, 2024

Improving engagement, gaining followers, and increasing conversion rate on Instagram is a growing priority for many businesses. Knowing the best times to post on Instagram can significantly increase their engagement rates. A recent Birdeye survey showed that 60% of businesses consider the platform mission-critical.

Engagement 64

Engagement Social Media Multi-Channel Video 64

BirdEye

DECEMBER 5, 2023

Have you ever wondered why people hesitate to buy something if there are no customer reviews? Did you even know that reviews older than three months might not be relevant for many customers? According to a Birdeye study, 95% of people read online reviews before buying anything. Yes, that’s true. That’s almost everyone!

Brands 110

Brands Management Social Media Analytics 110

ShepHyken

MARCH 10, 2023

This week, we feature an article by Kathleen White, a business manager who helps organizations improve career opportunities and employee engagement. With up to many people believing that working from home is the new normal, providing remote customer service is following suit.

Tips 117

Tips Customer Service Company Knowledge Base 117

Retently

NOVEMBER 27, 2023

Outsourcing saves the capital, which can be reinvested in your product or business. It can be used for more critical issues within the company and on aspects that will demonstrate the product’s real value to your customers. Instead, you can focus on your business and have your customers taken care of by professionals.

NPS 147

NPS Net Promoter Score Multi-Channel Customer Success 147

CX University

APRIL 2, 2024

Companies increasingly recognize that employee experience can be positive, powerful, and influential in engaging customers. These practices include building organizational trust, supportive coworker relationships, meaningful work, rewards and recognition, empowerment, and work-life balance. The Dollar General Rebellion!

Strategy 52

Strategy Financial Leadership Apparel 52

Integrity Solutions

DECEMBER 11, 2023

Your mindset may actually be the key to success. It’s true that cold calling can be hard, grinding-it-out work, and the rewards aren’t instant. While many people blanch at the thought of making cold calls, the (consistent) practice is vital for any sales-focused organization. What is Prospecting, Anyway?

Sales 98

Sales How To Connections Industry 98

Beyond Philosophy

JANUARY 11, 2024

It’s habitual, and breaking it would be difficult for anyone. Now, it will be automatic. Rule #1: Identify that habit and loop people are in. You should be able to identify the cue, response, and reward people get from their habitual purchases. However, the cue is more elusive and might require more work.

Return on Investment 88

Return on Investment Insurance Hotels System 88

SurveySparrow

NOVEMBER 2, 2023

Surveys have always been a primary marketing strategy to get to know what people want from a service or a product. In today’s educational landscape, surveys have become a vital tool for enhancing student engagement. Interestingly, in education, surveys are a way to figure out whether the teaching methods are working.

Survey 52

Survey Engagement Strategy Study 52

delighted

AUGUST 26, 2022

In a world where a remote or hybrid work experience is the new normal, employees now have greater flexibility when choosing where they want to work and employers have added pressure to avoid turnover and improve employee retention. Actions can be taken to help keep your talent around for longer. The good news?

Strategy 88

Strategy Net Promoter Score Culture Measurement 88