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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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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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

Customer Experience

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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Forrester's Customer Insights

JULY 1, 2021

Since the onset of the COVID-19 pandemic in the US in March 2020, we’ve been tracking precisely how the pandemic and related crises have taken an emotional toll on consumers by applying Forrester’s Consumer Energy Index, our data-driven framework that captures how ready and willing consumers are to reach out to brands. The disruption in […].

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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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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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Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom

Call Center

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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Brandwatch CX

JULY 1, 2021

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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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The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?

Customer Experience

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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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.

Customers

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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Blog Customer Engagement Technology Engagement 26

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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Customers 52

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A CX myth is something widely believed or implemented that is based on “how we’ve always done it” thinking, rather than delivering truly innovative customer experiences. What CX myths are holding organizations back from top-level customer experience performance? What can companies do to find solid ground and move forward successfully? In this guidebook, we answer those questions and more as we explore three key myths and two strategies that you can use to replace them.

Customer Experience

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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Customer Success Metrics Consulting ROI 10

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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Customers 52

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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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,

Measurement