ShepHyken
APRIL 7, 2021
Today’s customers are smarter than ever. They know how to buy. The digital/online world has given customers the power to research products, read reviews, and compare prices. Often, customers have made up their minds about what they are going to buy before they ever leave their home or office. They are armed with knowledge and information, ready to talk to the salesperson and buy what they came for.
ReviewTrackers
APRIL 7, 2021
Bank Reputation Risk Management. Reputation is one of the most valuable assets that a bank can have. It’s also the most fragile one. After all, reputation is the key to building public and consumer trust. A great reputation can set a bank apart from its competitors. Negative reputation, meanwhile, can drive away potential clients and increase customer churn.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
TechSee
APRIL 7, 2021
Today more and more companies are recognizing the benefits of allowing their employees to work from home (WFH), or more accurately, work from anywhere (WFA) that best suits their lifestyle. In fact, Global Workplace Analytics estimates that 25-30% of the workforce will be working from home multiple days a week by the end of 2021. While remote working is considered a win-win for companies and their staff, a WFH model makes an IT professional’s job more complicated.
Totango
APRIL 7, 2021
In this blog series, we discuss different Totango integrations that help to harness the powers of all of your technology platforms into one dynamic system. The Totango API provides a full customer 360 view and helps improve your team’s efficiency so you can take your customer success to the next level. . This article explores Totango’s workflow integrations including Segment and Zapier, but these are just a few of the ways you can automate and streamline your workflows with Totango.
Advertisement
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.
The DiJulius Group
APRIL 7, 2021
The vaccine everyone needs! A gathering of revolutionaries committed to changing the world by creating a customer service revolution. The Customer Service Revolution conference is BACK and in person October 5th & 6th in Cleveland, the customer service capital of the world! We are so excited to announce the incredible lineup for the 2021 Customer.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
CSM Magazine
APRIL 7, 2021
An app can make or break the customer journey. Get it right and the ease and simplicity of your product will have your customers coming back for more. Get it wrong, and no matter how brilliant your solution, you’ll struggle to grow your user base. Jack Underwood, Founder and CEO of Circuit explains. With so much on the line, it can be difficult to know where to start but brands have a secret weapon at their disposal.
ViiBE Blog
APRIL 7, 2021
What is a customer service training video? Some people are a natural fit for customer service. Still, not everyone has the knack for anticipating customer needs and maintaining a professional composure even in stressful scenarios. Customer service training videos have been used for decades by companies to improve customer interactions with employees.
CSM Magazine
APRIL 7, 2021
For many brands, the post-purchase experience is an afterthought. Maybe it’s something in the name, implying that the real work has already been done. Pete Shannon, COO at HelloDone believes that thinking this way is a big mistake. The post-purchase experience is one of the most critical, fragile parts of the customer journey. Getting this stage wrong could mean driving brand reputation into the ground.
Wootric
APRIL 7, 2021
In the world of software development, Product Managers must integrate customer insights — delights, frustrations, and pain points — into product development. During startup mode, it’s easy to interact with customers every day, inputting their feedback directly into product roadmaps. . As your user base grows, having those quality 1:1 interactions with users becomes more difficult.
Advertisement
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
ViiBE Blog
APRIL 7, 2021
What is a customer service training video? Some people are a natural fit for customer service. Still, not everyone has the knack for anticipating customer needs and maintaining a professional composure even in stressful scenarios. Customer service training videos have been used for decades by companies to improve customer interactions with employees.
CSM Magazine
APRIL 7, 2021
AI has opened up opportunities for more people to become professional translators. Camila Pohlmann, Head of Community Ops at Unbabel , highlights three things that have changed about the translator role. AI and machine translation have come a long way since its early days. Even so, human translators are still a very critical part of the process. Many companies rely on hybrid human-machine translation to complete critical tasks in areas such as multilingual customer service, where high stakes int
NICE inContact
APRIL 7, 2021
A hybrid workforce model isn’t going anywhere anytime soon. Agents are loving the flexibility and comfort it offers. But like anything, it comes with its own unique challenges as you try to keep employees engaged in their positions. If you’re unsure of where to start, the six pillars of a hybrid contact center workforce engagement strategy listed above would be a great place to start.
Influitive
APRIL 7, 2021
Taking a customer advocacy program global is no small feat. As programs grow, it becomes more challenging to create personalized content that feels hyper relevant to each member. With customers spanning 5+ languages throughout Asia, EMEA, Latin America, and North America, SAS was faced with this unique challenge—especially as the program grew 394% in 2020. […].
Advertisement
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,
.png)
Magellan Solutions
APRIL 7, 2021
Take This As Precaution For A Successful Outbound Telemarketing Services. Telemarketing. Oldest but still the most effective marketing tool when your goal is to reach a wider market segment. This is divided into two types: the outbound telemarketing services and the inbound telemarketing. These two may be similar at the first glance as both connect with consumers but they sure are different. .
CSM Magazine
APRIL 7, 2021
It has been a year since the globe was turned on its head, and the world population was forced indoors. Companies and individuals alike had to scramble to find new ways of communicating with each other during lockdowns. Remote working has forced virtual communication to rapidly expand and improve to keep up with the increased need. Whether you are running virtual team meetings, high-level management boardroom conferences, webinars and online summits, or, simply creating a virtual team-building t
MyCustomer
APRIL 7, 2021
Loyalty The Tesla vs Amazon stats that reveal NPS's flaws.
Happy or Not
APRIL 7, 2021
As one of the most disrupted industries throughout the pandemic, retail businesses have been working hard to best serve customers while also complying with constantly changing restrictions. . With new technological innovations allowing shoppers to make convenient purchases at the click of a button, consumers are becoming more empowered than ever, and, consequently, customers are prioritizing experience over anything else when choosing where to shop.
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.
MyCustomer
APRIL 7, 2021
Engagement Is service design different to experience design?
Qualtrics
APRIL 7, 2021
As part of our Breakthrough Builders podcast series , our Head of Brand Strategy, Jesse Purewal, chats with Charlene Li, entrepreneur, analyst, and best-selling author, about predicting the future, choosing how to show up at work, and finding your own voice as a thought leader. Listen to the complete podcast episode of Breakthrough Builders with Charlene Li.
SmartKarrot
APRIL 7, 2021
A conversational AI (Artificial Intelligence) is the pillar of a forward-thinking customer success platform. Its accurate and autonomous solutions are designed to fulfill the customer success objectives and leverage persistent and purpose-built conversations, thereby thinning the lack of human touch. Quick and seamless to deploy, they have been pre-trained to interact in the language of the customer’s choice.
Kerry Bodine
APRIL 7, 2021
Hard-hitting content. Sessions that fit into your workday. Our two-part virtual bootcamp delivers a practical primer on journey mapping that you can immediately put into action for your organization. Part 1: Introduction to Journey Mapping. This introduction will help you build a solid understanding of the journey mapping methodology and how you can apply it to specific business challenges.
Advertisement
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.
Playvox
APRIL 7, 2021
Contact Centers are measured along several dimensions. At the company level, KPIs such as customer satisfaction, Net Promoter Score, and upselling or cross-selling are typical. At the operational level, metrics such as average time in queue, cost per call, and first call resolution rate are often front and center. And at the agent level, handle time, adherence, and idle time are frequently evaluated.
Magellan Solutions
APRIL 7, 2021
Choosing the most accurate medical transcription service. Accurate and timely transcription is an absolute must. Medical transcription is key in medical practice. Quality transcription is important for both physician and the patient. Small practices have three main options for transcription: . In-house transcription . Transcriptionists save physicians time by writing out and editing dictations. .
CSM Magazine
APRIL 7, 2021
If you have recently set up your website for a local offline business you own, you need to know about local citations. Google and other search engines aren’t just about bringing global traffic to your website. They do an equally good job of driving local visitors to your website and then to your store. Read this guide completely to know about local citations to get started.
Blueshift
APRIL 7, 2021
Let's dive into the Customer Data Platform (CDP) versus the Marketing Automation Platform (MAP), and the impact each of these platforms can have on your business, The post CDPs vs. Marketing Automation Platforms: What Marketers Need to Know appeared first on Blueshift.
Advertisement
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.
Expert insights. Personalized for you.
136 
Let's personalize your content