Help Scout

JULY 1, 2021

Every industry has its nuances. Perhaps there’s specific terminology to learn or a heavier focus on one type of metric over another. Often, customer service skills are transferable; however, in some cases there are significant differences that make things a bit more complicated. Take healthcare, for example: Outside of differing cultural norms, there are also laws pertaining to things like storing information or interacting with customers.

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Kustomer

JULY 1, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Tom Rieger from NSI , to learn about customer retention through enhancing wait times. While this is a hot topic in the industry, companies seem to be missing the mark. Tom teaches us everything we need to know in the podcast below. Listen along to learn more. .

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Uniphore

JULY 1, 2021

Atlanta, GA – July 1, 2021 – Jacada, a leading provider of AI and RPA powered virtual assistants , recently released key insights on why contact center employees are stressed and how their stress negatively affects the customer experience. We wanted to get an unfiltered, insider look into how contact center employees view their roles, what their pain points are, and what solutions they feel could help them consistently deliver great customer experiences.

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Interactions

JULY 1, 2021

Why should hospitals and healthcare organizations care about patient experience? At its core, healthcare is about serving people. Service industries must keep customer experience in mind, otherwise they are contradicting this integral purpose. Imagine having a doctor with a terrible bedside manner. No matter how great the doctor or facility, chances are the patient will leave unhappy, and potentially wanting to see another provider.

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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.

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Beyond the Arc

JULY 1, 2021

Neobanks are the new black. In the past few years, hundreds of new digital banks have emerged, offering compelling services that transform banking functions into engaging experiences. 2020 fanned the flames of fintech competition, as consumers of all ages were catapulted into mobile and online banking - and more digital engagement overall. With rapidly [.].

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SurveySparrow

JULY 1, 2021

“Spent hours on creating a market research survey, yet the completion rate is null.” Ever wondered why this happens? Most Importantly, did you try to crack the code to get those high numbers? Well, worry not! We have cracked that secret code and explained it in simple terms, just for you! So how to find the target audience for the survey and rake in those high response rates?

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Optimove

JULY 1, 2021

The brands that are most successful at retaining their customers and increasing Lifetime Value are those that excel at personalized experiences. While many settle for using a customer’s first and last name or age and call it a day, to master true personalization and use it to maintain a competitive advantage, marketers need to leverage all available data.

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Magellan Solutions

JULY 1, 2021

Finding Ways For A Pay Per Lead To Work. Pay per sale is sometimes addressed as cost per call leads. But in telemarketing, we refer to it as pay per lead telemarketing. It is a marketing process that pays the owner or publisher of a Website. It is based on the number of sales that are generated from an advertisement. Under this agreement, the advertiser only has to pay for sales generated by the site based upon a prior agreed-upon commission rate. .

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ClientSuccess

JULY 1, 2021

Customer success departments have been through the wringer in the last year or so. This year has been nothing short of a rollercoaster from having to manage customers in a fully remote capacity to deal with multiple instances of unexpected churn. While it has always been clear that CSMs are built a little differently than most (dealing with customers is, after all, not for everyone), this year has brought out some of the best traits in the profession across the board.

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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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Call Experts

JULY 1, 2021

How is your team handling absence management and absence tracking? Are you working with employees to identify and reduce any potentially avoidable causes of absenteeism ? When your team shares a goal of improving employee health and the company’s bottom line, your culture and revenue will thrive. You will discover unknown trends and correlate those back to seasons, quarters, even television show series finales.

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The DiJulius Group

JULY 1, 2021

We are living in a relationship deficit world. Technology has made it easier for us to navigate through our busy lives but has also eroded the fundamental elements of human connections. So how do we build authentic human connections? The 5 Keys to Training Your Employees in The Art of Relationship Building 1. Be authentic. Read Full Article. The post The Relationship Economy (Part 2): 5 Keys to Relationship Building appeared first on The DiJulius Group.

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Forrester's Customer Insights

JULY 1, 2021

Identifying the various issues that hold your customer experience back can feel impossible. Learn how a new assessment tool can help you document and prioritize the gaps in your customer journey.

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Brandwatch CX

JULY 1, 2021

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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,

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Brad Cleveland Blog

JULY 1, 2021

The principles that guide effortless customer experiences seem basic: Don’t make me wait Make it easy to access service Provide me with a knowledgeable and helpful service team member Create easy processes Know who I am The truth is, it’s … Continue reading → The post Eliminate the most damaging customer service frustrations appeared first on Brad Cleveland.

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Qualtrics

JULY 1, 2021

Asana’s market position in a newly created category requires a greater focus on brand experience. As Market Research Program Lead, Debra Bunyan has spearheaded efforts to gain insights from external and customer audiences to drive action and better business outcomes. With consumers’ buying choices more diverse than ever, brands need to evolve past traditional marketing tactics to create an effective brand experience (BX) management strategy.

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Brad Cleveland Blog

JULY 1, 2021

The principles that guide effortless customer experiences seem basic. The truth is, it’s difficult to get customer service basics right, and many organizations don’t. While customer service catastrophes still make headlines, run-of-the-mill customer service annoyances are still maddeningly common. The post Eliminate the most damaging customer service frustrations first appeared on Brad Cleveland.

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Brandwatch CX

JULY 1, 2021

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Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Insights

Alliance by IFS

JULY 1, 2021

March of last year saw us publish the findings of a major study that, among other things, touched on the. The post Understanding New Business Models And Opportunities In The Wake Of Covid-19 appeared first on IFS Blog.

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dscout People Nerds

JULY 1, 2021

We re-designed the way our participants discuss their ethnicity within our platform. Here’s what our research taught us about how users want to report their multi-racial identity.

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SmartKarrot

JULY 1, 2021

Start seeing customers as the building blocks of your business. Only then will you be able to set up a firm foundation. This is where customer success for startups comes into the picture. You must be aware that customer success teams wear many hats. In simpler words, they look into diverse functions – be it support, experience, upsell, renew, etc. But the core of each of these functions is unanimously the satisfaction of the customer.

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Helpware

JULY 1, 2021

A strong answering service partner can create additional value for your customers and ensure consistency and continuity of service. Find out what you should be looking for from your answering service.

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Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.

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SmartKarrot

JULY 1, 2021

Role: Senior Director, Customer Success – Americas Location: Durham, NC, US Organization: Nutanix As a Senior Director of Customer Success, you will build and lead the Americas CS team by providing the vision and direction to implement and scale strategies and processes to deliver a ‘best in class’ customer experience while producing ongoing measurable results.

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inSided

JULY 1, 2021

In today’s post, we’re taking a closer look at Zendesk and show you how you can increase self-service rates using the federated search integration and get customers faster 1-on-1 help by escalating tickets. Let’s dive in.

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Optimove

JULY 1, 2021

Apple’s announcement in early June, 2021 about their email privacy update expected as part of iOS 15, will have a significant effect on how marketers measure the impact of their email marketing, as well as how they create customer segments and journeys. We have done extensive research on the matter, and ultimately think these updates are not all negative, but rather they will push marketers to evolve and improve their personalization efforts, build a stronger relationship with their customers an

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dscout People Nerds

JULY 1, 2021

Learners Co-Founders (formerly UXR Collective) Alec Levin and Maggi Mitchell discuss why learning various disciplines is essential to company growth and collaboration.

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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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