SmartKarrot

MARCH 3, 2021

Losing your customers to your customers is no fun in any way. Be it the paucity of customer service skills, high price, or unavailability of favorite products – loss is a loss. A recent study states that US businesses lose about $62 billion every year due to inadequate customer service skills. On that note, promoting strong customer success emotional intelligence might keep you from these concerning numbers.

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Customer Success Management Fashion Customers 10

ShepHyken

MARCH 3, 2021

It’s been almost a year since my last business trip. I’m excited as I’m writing this article because I’m about ready to take the first trip since the COVID-19 lockdown. I reflected on what I love about travel, and even some of what I don’t love. Falling into the latter category of what I don’t love is checking luggage. I’m not sure if there is a term for this phobia, but I have the fear of airlines losing my luggage.

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Airlines Travel Customer Service Training Information 146

The DiJulius Group

MARCH 3, 2021

5 Quick Tips to Help you Make Price Irrelevant 1) Customer Service Feature Story One thing for sure, when customer service rankings come out, if you want to see where lawyers, doctors, or accountants fall, keep scrolling and scrolling and scrolling. You will find them with the Bureau of Motor Vehicles, internet providers, and airlines. Read Full Article.

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Airlines Article Customer Service Customers 105

Team Support

MARCH 3, 2021

In Part 1 of this blog series we introduced the new imperative for customer support and customer success—achieving success for your customers… and for your bottom line. The first way to do so is to ensure product adoption and use. The second way is to use B2B customer support tools to proactively strengthen your customer relationships and reduce churn.

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Customer Success 2020 B2B 2019 98

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

Daniel Group

MARCH 3, 2021

Are you ready to give customers what they want from you? This blog is the first of a four-part series that focuses on this question. Throughout the series, we will explore the importance of the following topics: Make CX Easy. Here at The Daniel Group, we pride ourselves on supporting our clients in making CX as easy as possible. We do this by gathering information by surveying our clients’ customers.

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Net Promoter Score NPS B2B Feedback 126

CSM Magazine

MARCH 3, 2021

Vivantio , a leading provider of customer service optimization software and solutions, has launched a new report, “ Leveraging Breakthrough Service to Transform Your B2B Enterprise.”. The report identifies the distinct benefits of centralizing customer service and offers B2B business owners a detailed process for implementing it at their organization, inclusive of proven strategies for overcoming common challenges.

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Talkdesk

MARCH 3, 2021

As revealed in a new report by Talkdesk ResearchTM, heightened patient expectations are forcing the hand for providers on a global scale. Talkdesk Research focuses on delivering industry-leading thought leadership on customer experience. The Patient Experience (PX) Revolution in Healthcare represents the second report in a series on how experiences are evolving across industries.

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Healthcare Contact Center Call Center Download 66

Lumoa

MARCH 3, 2021

In this article, you will learn how to calculate survey sample size to ensure statistically significant results. It seems in any given group of friends there are a number of casual experts. Maybe one is really into movies or music. Or, perhaps, there’s a “foodie” in the group. Since we don’t have direct access to lots of experts, those people in our lives tend to be who we consult if we’re curious about that topic.

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Reference E Commerce Feedback NPS 83

Myra Golden

MARCH 3, 2021

Chat support is not supposed to be rote like an ATM transaction. The idea is to insert a personal tone so you can build rapport and even delight customers. You can do four things in chat interactions, starting today, to make them more human. One. Use “I,” We,” “You,” “Your” personal pronouns because they instantly make the tone unique.

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Interaction Connections Communication Customer Service 59

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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!

ROI

CSM Magazine

MARCH 3, 2021

VeriCall today announces that it has been recognized as the Best in the World with two GLOBAL GOLD awards at the 15 th Top Ranking Performers Awards from Contact Center World for ‘Best Contact Centre (Outsourced)’ and ‘Best In Customer Service’. . The 2020 Awards, which were given out on Feb 25th at an international online event, attracted more than 2000 entries from over 70 nations.

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Contact Center 2020 2017 Events 52

NICE inContact

MARCH 3, 2021

Each year, NICE inContact surveys both consumers and businesses to understand trends in consumer behavior and expectations as well as understand priorities, strategies and technology adoption forecasts from businesses. The NICE inContact Customer Experience (CX) Transformation Benchmark is fielded in the US, Canada, UK, Australia with two surveys, one among consumers and one among contact center decision makers.

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Contact Center 2021 Roadmap Consumers 71

SMG CX

MARCH 3, 2021

While most brands have adapted and stood up multiple listening points for feedback and engagement across the ever-growing network of customer touchpoints, this information is often disparate and disjointed.

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Touchpoint Customer Experience Feedback Brands 52

Ecrion

MARCH 3, 2021

Reactive vs. Preemptive Adaptation | Adaptability in Customer Communications |. Future-Proof Adaptability in Business | Stay Ahead of the Curve with CCM. There’s a reason everyone goes for “agile” these days. Technological innovation requires us to be light on our feet. Though most leaders spend their energy trying to anticipate patterns of future innovation and transformation, companies should stop fretting about what comes next and focus more on adapting to whatever comes next.

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Communication Document Customer Journey Mapping Innovation 52

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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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Oracle

MARCH 3, 2021

For more than a decade, the Markie Awards have applauded customer achievements. Each year, the judges receive hundreds of submissions worldwide for a small number of awards. We’re proud to continue to spotlight your achievements and creativity this year with the 15th annual Markie Awards! This year consists of 14 categories to highlight achievements spanning the breadth of customer experience (CX) in advertising, marketing, commerce, sales, and service.

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Advertising 2021 2020 Social Media 75

MyCustomer

MARCH 3, 2021

Engagement It's time to change how we talk about CX.

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Engagement 103

Magellan Solutions

MARCH 3, 2021

Outsourcing Philippines is up and ready to face the changing global BPO landscape. The Philippines is a key player in the BPO global arena. Decades ago the country only offered low skilled voice supports. Now it booms into an industry player that offers a variety of services to its global clients. All these within the span of 30 years. No wonder outsourcing Philippines offers its services across all industries.

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Telecommunications Call Center Healthcare 2021 52

Playvox

MARCH 3, 2021

It’s not easy being a call center agent these days.

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Contact Center 2021 Call Center Customer Service 89

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

Contact Center

Feedbackly

MARCH 3, 2021

Measuring customer experience is more popular than ever and not without a reason. In the quick pace of technological development, only a very few. Source.

Measurement 52

Measurement Webinar Technology Customer Experience 52

MyCustomer

MARCH 3, 2021

WGlobal feedback company Netigate has conducted a survey into the future of customer experience. The resulting report details findings into. 4th Mar 2021. By Natasha Ellis-Knight.

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2021 Feedback Customer Experience Customers 48

COPC

MARCH 3, 2021

WINTER PARK, Fla. — (March 3, 2021) — COPC Inc. , a global consulting, certification, research and training firm that has set the standard for customer experience (CX) operations for 25 years, is pleased to announce the launch of a new CX leadership program designed to bring recognition to organizations that have proven their technology supports compliance to the highest industry standard.

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Technology 2021 Consulting Leadership 40

GetFeedback

MARCH 3, 2021

Positive customer relationships are crucial to the success of your company. Here's why.

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Customer Relationships Customers Article 195

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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.

Customer Engagement

ReviewTrackers

MARCH 3, 2021

Is your business or brand well-known online? How do people look at and feel about you, and what do they think about when they come across your products or services online? What kind of content appears on search engine results pages, review sites and social networks whenever your business or brand name is being searched? Is the content positive, neutral, or negative?

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Metrics Measurement Social Media Brands 123

Gainsight

MARCH 3, 2021

I’ve hosted get-togethers with Customer Success executives nearly every month for the past 8 years. In the “old days” (pre-COVID), these featured conversation over fine dining. We substituted the merlot with a mute button in the new world – though we still mail our guests a flight of tasting wines. This past week, I invited my longtime friend and Gainsight advocate Dave Kellogg to join the happy hour.

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2021 ROI Metrics Customer Success 116

dscout People Nerds

MARCH 3, 2021

Solo-UXRs are often tasked with filling research gaps while building an orgs research acumen. Dave Chen from Flipp has suggestions for growing our volume of research, alongside our company’s research maturity. .

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Feedbackly

MARCH 3, 2021

Not many customers prefer to spend a great deal of time answering long surveys. This is why microsurveys have become very popular. Microsurveys, as. Source.

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Feedback Customers Insights 95

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

Customer Journey