Mon.May 17, 2021

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Top 10 Customer Service Acronyms to Use Every Day

Steve DiGioia

Great customer service. That’s what our customers want and that’s what we wish to provide. But it’s difficult remembering all the different steps to take to provide it. Thankfully, many have developed useful acronyms to help. In today’s post, I compiled my list of the top 10 customer service acronyms to use every day. Store these in your CS toolbox to use as needed. 1.

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What’s Next For Contact Centres That Moved to the Cloud During the Pandemic?

CSM Magazine

The global pandemic has accelerated digital transformation and ushered in a Cloud-Smart Era. Tom Goodmanson, CEO at Calabrio, reveals recent research results and shares ideas on how to harness the next level of strategic potential for new and existing cloud-based contact centres. . The COVID-19 health crisis has accelerated digital transformation like never before.

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5 Top Customer Service Articles of the Week 5-17-2021

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. How to handle customer complaints? 6 tips you must know by Alibaba.com. (Alibaba.com) This article summarizes 4 common types of customer complaints and worked out 6 tips to handle them smartly and strategically.

2021 79
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Revealing the Human Side of the Shopping Experience – Webinar

CX Workout - Ideas Blog

In this webinar, Decooda’s Chief Insights Officer, Kirsten Zapiec, and IntelliShop’s Vice President, Greg Dale, demonstrate how to take insights and turn them into outcomes through effective mystery shopping integrated with imaginative questions. Moving beyond tasks, check lists and rating scale to understand how shoppers truly experience a brand.

Webinar 88
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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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Want to Improve Customer Experience? Improve the Agent Experience First

CSM Magazine

Customer experience is more important than ever. As already-high customer expectations continue to evolve, businesses need to pivot rapidly to meet them. And with so much still in flux, that’s not set to change any time soon. That means contact center leaders need to get smart about how they deliver better customer experiences – and it begins with looking inward.

More Trending

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How Internal Engagement Can Promote Strong Customer Success

Education Services Group

Customer Success is all about relationships. Your relationship with your customers, of course, but also the CS team’s relationship with other internal groups, and even their relationship with executive leadership. One critical relationship that tends to get pushed to the bottom of the priority list is CS leadership’s relationship with their own team.

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How to Monitor and Manage Product Engagement

Totango

Product engagement tells you how actively customers are using your product or platform. Tracking this alerts you to churn risks as well as upsell opportunities, empowering you to take appropriate action. You can measure product engagement by selecting key performance indicators. Systematically tracking these KPIs positions you to proactively manage and improve engagement.

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How Magellan Solutions Do Inbound & Outbound Call Center Outsourcing Philippines

Magellan Solutions

How Magellan Solutions do call center philippines outsourcing. The experience you give your customers makes up a huge part of your company brand. . Clients we have worked with have enjoyed a high level of service. They no longer worry about the support coverage gaps that used to occur. . Customer service is crucial for success in your business. Customers are encouraged to choose you among others when they feel that you prioritize them.

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Glia Secures its Place on the Estonian Startup Wall of Fame

SaleMove

Glia has been inducted into the Estonian Startup Wall of fame, joining a strong lineup of success stories. The post Glia Secures its Place on the Estonian Startup Wall of Fame appeared first on Glia Blog | Digital Customer Service Explained.

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The 2023 Verint Experience Index: Retail

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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The Basics of BPO For Companies That Outsource To Philippines

Magellan Solutions

Typical setups for outsourcing philippines. Foreign investors want to work only in Manila when they outsource to the Philippines. This has resulted in the rapid development of BPO centers in the country. . Your business might not have the capacity to hire many employees. As a result, you may want to consider outsourcing. . Listed below are some of our outsourcing models that you may find helpful.

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Glia Secures its Place on the Estonian Startup Wall of Fame

SaleMove

Honoring Estonia’s Role in Glia’s Success and the Significance of this Recognition to our Teams on Both Sides of the Atlantic. We are honored to announce that Glia has been inducted into the Estonian Startup Wall of Fame. The company now joins a strong lineup of Estonian success stories, becoming the first startup with a non-European founding team to earn a spot on the wall.

2012 52
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Deadline Extended for the Khoros Kudos Awards to June 4th!

Lithium

Here’s some good news to start your week: the Khoros Kudos Awards deadline has been extended to Friday, June 4! This gives you an extra week to pull together your story and share your successes in the 12 award categories. Best-in-Class Care. Best-in-Class Community. Best-in-Class CX Insights. Best-in-Class Marketing. The Accelerator. All-Ways Connected.

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How Profitable Can Dropshipping Be?

CSM Magazine

In all likelihood, you have, by now. heard the basics of dropshipping. But, whether you think it sounds too good to be true – or simply that it is too complex a concept for your fledgling e-commerce business, dropshipping is something from which many entrepreneurs and small business owners stand to benefit. Dropshipping: A Quick Summary. While we all like to imagine starting, running, and scaling a small business to be something we can do from our spare bedrooms – or even the garage – the truth

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Do You Own the Problem? The Importance of Accepting Accountability Gracefully

Customer Bliss

We’ve all experienced something like this in our lifetime as customers: where parties inside of the company pass us around for resolution, or we get bounced back and forth between partners who both have their own point of view of their accountability. The most admired companies make the customer whole first. They don’t give their customer the job to navigate organization charts or partnership agreements to resolve their issue before they resolve things for the customer.

Books 130
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It’s Time To Get Serious About CX Data And Technology

Forrester's Customer Insights

CX pros can realize the full benefits of customer data by building a comprehensive CX technology portfolio that weaves in partner tech. Learn more.

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May 17 – Customer Success Jobs

SmartKarrot

Role: Senior Director, Customer Success Location: New York, NY, US Organization: Arcadia As a Senior Director of Customer Success, you will deliver a best-in-class customer support experience across all customer segments resulting in increased retention. Develop and execute strategies that result in an increased LTV across all customer segments. Collaborate with various Arcadia teams, including Product, Engineering, and Marketing, to provide high-quality customer experiences and resolve product

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Product Community vs. Support Community: Which Is Better?

Vanilla Forums

Is a product community or a support community the right approach for you? It can be difficult to figure out which type of community is the right fit, and choosing between doesn't always mean you're stuck with it forever. Remember, you can start with one type of community and scale up when you are more established. What is the difference between them, and which could be better for you?

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The Open CCaaS Advantage Report

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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Set it and Forget it with Demand Response for TOU Rates

Uplight

More utilities are offering time of use (TOU) rates, but these new rate structures can leave customers confused and frustrated–especially if they result in a higher bill. These rates can even backfire on the utility, causing an average 10% drop in customer satisfaction with utility price. Most concerning is that TOU rates can fail to Read More. The post Set it and Forget it with Demand Response for TOU Rates appeared first on Uplight.

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10 Outsourced Roles Every BPO Real Estate Firm Needs Today

Magellan Solutions

How BPO Real Estate Firms Can Maximize Their Operation Through Outsourcing. Outsourcing is the go-to when industries want to scale up and improve flexibility. Also focus on core competency, and save costs. BPO real estate is no stranger to that need and reaps the benefits of outsourcing in the last few years. For the Broker Price Opinion real estate companies, these needs are even highlighted.

Banking 52
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Influitive’s Key Customer Advocacy Insights: April 2021

Influitive

April showers brought rich content, enticing discussions and over 15,000 new members to our customers’ programs. With it came significant growth in survey and feedback activity completions, the number of engaged members and nearly $16 million in generated ROI. Read on to dig into April’s data and customer examples. Recruitment and Engagement Last month, our […].

2021 10
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The Customer Success Leader’s Guide to Managing Hypergrowth

SmartKarrot

Customer success makes a lot of difference the SaaS company’s potential to acquire customers and retain them. These are essential for growth. When a company reaches the hypergrowth phase where CAGR is more than 40%, it is tough to keep that up. Hypergrowth needs to be handled well. The change and uncertainty around hypergrowth has made it challenging for customer success teams.

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

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Mind the gap – Making sure your SaaS Application Data is protected

Forrester's Customer Insights

My colleague, Naveen Chhabra, wrote an excellent report in 2017, Back Up Your SaaS Data — Because Most SaaS Providers Don’t (forrester.com), which talked about how many companies have a gap in their backup strategy related to SaaS-hosted application data. As SaaS adoption has become more pervasive, that gap is only widening. While the application […].

2017 42
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QR codes for exceptional in-store customer experience

Qualtrics

2020 certainly delivered some surprises. One was the resurrection of the QR code, which went from being a quaint-but-clunky marketing device in the early 2000s to a slick, touchless solution, invaluable in a 21st-century pandemic. How can they help you? What is a QR code? The QR stands for ‘quick response’, and a QR code is the small, square, phone-scannable barcode you’ll increasingly find in shop windows and restaurant customer check-ins, menus, packaging, advertisements, and contact-tracing a

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6 Exclusive Hacks Of CustomerSuccessBox To Accelerate Customer Retention For Your SaaS

CustomerSuccessBox

In a Subscription economy, the customer is the true king. It gives the power to the customer aka subscribers to not only choose the vendors among available options but also the power to fire them at their will. This can be attributed to the low cost of switching to a different vendor and more options to choose from. Although the Global SaaS industry suffers from a 30% churn rate and at the same time there are companies who are hitting 130% MRR.

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Useful and Professional Online Tools That Can Assist Every Office Worker

CSM Magazine

If you work in an office or have a white-collar job, as many people do, then it is in your best interest to be as efficient as possible. It will not only make you more effective at your job, but it will also make you more productive. Office work can be overwhelming for most people especially considering the sheer amount of paperwork to do. The good news is that technologies are arising every day to help you have an easier time at the office than you otherwise would.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the