Help Scout
SEPTEMBER 16, 2021
These days it’s easier than ever to outsource customer support, even for small teams that prioritize customer experience and quality. A new crop of companies that specialize in brand-forward customer experience outsourcing for small teams has emerged in the past five years. Gone are the days that outsourcing was only accessible to companies that have 25 or 50 seats to fill.
inSided
SEPTEMBER 16, 2021
This month's guest post is brought to you by Condeco's arguably most customer-obsessed CSM – Erika Villarreal. She's about to bust five myths that all too often hold CS teams back when it comes to implementing and running digital-led customer success programs. Let's hear it! Digital customer success has been a hot topic lately. Let’s start by defining what digital customer success is, and for this, I’m going to quote Brian LaFaille ’s definition as I believe it is the most straightforward and si
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Beyond the Arc
SEPTEMBER 16, 2021
Suppose through feedback or journey mapping you’ve identified pain points in your customer experience. Now what? Sometimes the key to solving a problem may be obvious, but more often it is not. So how do you figure out the best 'next actions' to more quickly make a positive impact? In many years working with [.]. The post Fixing Customer Experience: 3 lenses to identify your next action steps appeared first on Beyond the Arc.
CSM Practice
SEPTEMBER 16, 2021
Running a successful business is no easy feat. But while you might assume that you’ll need an endless stream of new customers to reach the next level, your success might actually hinge on your ability to retain and grow your existing customers. That’s because, according to SEMRush data , it makes far more financial sense to keep your current customers and help them grow over time.
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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
Magellan Solutions
SEPTEMBER 16, 2021
Why is there a need for an IT outsourcing service ? To a majority of people, product support implies parts, service, and warranty. . In the early stages, the customers are concerned with only a few aspects of support like spare parts and service. As the market starts maturing, the customer requirements become sophisticated. . Product support has to encompass everything that can aid in maximizing customer after-sales satisfaction.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Stella Connect
SEPTEMBER 16, 2021
Imagine losing half of your existing customers and the impact that would have on your entire business. That’s what’s potentially at stake for companies that deliver poor service experiences. According to our 2021 customer service statistics , based on a study of over 1,000 individuals in the U.S., 53% of consumers say they would likely stop doing business with a brand after a negative customer service interaction.
Playvox
SEPTEMBER 16, 2021
Spreadsheets are a useful way to get your contact center organized and off the ground but can quickly become a bottleneck to growth and efficient communication. Your resource planning and quality teams can become bogged down with duplicate sheets, unnecessarily manual processes, and even end up being over-staffed in your contact center. COVID-19 and the ensuing pivot in working environments we have all embraced are the two compelling reasons to move on from managing your contact center with spre
Alida
SEPTEMBER 16, 2021
Higher education institutions have always placed great value on their relationships with alumni, but Ohio State goes the extra mile to ensure they are listening to alumni voices. With a goal of encouraging alumni to volunteer their time, talent, or treasure, Ohio State takes a relationship-first approach, rooted in empathy, to find ways to drive the most value for alumni.
SmartKarrot
SEPTEMBER 16, 2021
Role: Vice President of Customer Success Location: Washington, DC, US Organization: Full Measure Education Inc. As a Vice President of Customer Success, you will develop and oversee the implementation of the product offerings, including onboarding and training for all new and existing customers. Implement a project management solution for customers and internal resources to gain insight into the progress of implementations.
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The annual Cognition virtual conference is back on October 16, and this year it’s FREE! You’ll enjoy: Inspiring Keynotes from top learning industry leaders, providing fresh perspectives to help you outperform the competition. Hands-on, Skill-Building Sessions to elevate your growth, retention, and product adoption strategies. Exclusive First Look at the latest innovations from Thought Industries, empowering you with tools to grow faster.
CRMI
SEPTEMBER 16, 2021
Customer relationships have moved far beyond the typical sales cycle, specifically within the B2B space. Instead of ushering clients into the traditional sales funnel, brands must now focus on bringing top-.
Daniel Group
SEPTEMBER 16, 2021
This content is password protected. To view it please enter your password below: Password: The post Protected: As Covid continues, CX Approaches to Gathering Feedback Need to Expand appeared first on The Daniel Group.
PK
SEPTEMBER 16, 2021
Consumers are demanding digital experiences that require access to real-time data. From more buy online/pickup in store transactions to a staggering increase in telehealth appointments, how can organizations design solutions […]. The post How to deliver real-time data with event-driven architecture and APIs appeared first on PK.
Helpware
SEPTEMBER 16, 2021
Choosing the right business process outsourcing partner is key to taking your business to the next level. The best partners share common characteristics.
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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.
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NICE inContact
SEPTEMBER 16, 2021
Small business leaders wear a lot of different hats and juggle multiple responsibilities.
ChurnZero
SEPTEMBER 16, 2021
When asked to sell to customers, Customer Success Managers (CSMs) are often scared of coming off as too pushy or getting a “no.” There’s a common (albeit misplaced) fear among CSMs that sales talk will tarnish their customer’s trust and set fire to the relationships they’ve worked so hard to build. . But nothing could be further from the truth so long as you handle your sales conversations with tact, understanding, and integrity. .
Call Experts
SEPTEMBER 16, 2021
Employee attendance plays an essential role in how your organization functions. Attendance is important because it leads to better planning and helps you understand how regular or irregular your staff members are showing up to the workplace. . Employee absenteeism can result in severe consequences for organizations. . Unscheduled absenteeism costs roughly $3,600 per year for each hourly worker and $2,660 each year for salaried employees. ??
Centercode
SEPTEMBER 16, 2021
The market for connected devices and other technology is more competitive today than it's ever been. Companies know that it's not enough to get their product off the shelves.
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? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!
SmartKarrot
SEPTEMBER 16, 2021
Analytics has always been an integral part of marketing or sales. Though it has not always been a norm for the product management teams to use analytics, it needs to be made now. The current competitive business environment necessitates analytics for products as well. Product analytics, in simplest terms, is the process of collecting and interpreting usage data about a business’s product.
Kustomer
SEPTEMBER 16, 2021
Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Evan Hopkins from Outdoorsy to learn about how he kept his company stable during massive, unexpected growth. Listen to the full podcast below to learn more about Evan and his CX expertise. Unifying Your Departments. Having years of experience in CX, Evan finds that the best way to handle large-scale company growth is to make sure that all departments are aligned on the brand mi
ChurnZero
SEPTEMBER 16, 2021
9 Customer Retention Strategies for SaaS. Higher retention rates can mean higher customer loyalty for your business, something that’s crucial for success, especially for SaaS. And beyond the fact that it costs less to retain an existing customer than to sign a new one, customer retention is a core part of long-term stability, prospective growth, and overall profitability.
Vanilla Forums
SEPTEMBER 16, 2021
About Xometry:
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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.
Forrester's Customer Insights
SEPTEMBER 16, 2021
If you're using emerging technology in the right way, it should unleash creativity in your organization. Find out how.
Magellan Solutions
SEPTEMBER 16, 2021
Certificate intelligent document processing can help SMEs sift through dark data. There is a projection that the certificate intelligent document processing or IDP market will reach $1.1 billion for this year alone. As more and more business’ data will exceed 175 zettabytes by 2025. Such data and information plays a crucial role for every business. However, the challenge here is the existence of the so-called “dark data” which comprises 80%.
Playvox
SEPTEMBER 16, 2021
Spreadsheets are a useful way to get your contact center organized and off the ground but can quickly become a bottleneck to growth and efficient communication. Your resource planning and quality teams can become bogged down with duplicate sheets, unnecessarily manual processes, and even end up being over-staffed in your contact center. COVID-19 and the ensuing pivot in working environments we have all embraced are the two compelling reasons to move on from managing your contact center with spre
Interactions
SEPTEMBER 16, 2021
We’ve all been there. A fraud alert pops-up, signalling the need to cancel your debit card and then wait 5-7 business days to receive a new one because your account has been compromised. After waiting on the line to speak to a live agent, they’ll dictate each and every transaction to you, confirming if you or the scammer made a particular purchase. Once you settle what was yours, the agent will confirm a mailing address to get you a new pin and card.
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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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