Russel Lolacher
JUNE 15, 2021
What if we cared about our employees as much (or more) as we do about our customers? For inspiring employee experience ideas, a great place to look is what you’re probably already doing for the customer experience. “Businesses often forget about the culture, and ultimately, they suffer for it because you can’t deliver good service from unhappy employees.” – Tony Hsieh.
ShepHyken
JUNE 15, 2021
Winning Customer Trust through Omnichannel Communication. Utilizing Omnichannel Communication to Connect with Customers. Shep Hyken interviews Steve Bederman, President and CEO of NobelBiz , a Contact Center Technology Company. He is also a published author, an accomplished leader, and a highly regarded Contact Center industry innovator. They discuss the value of omnichannel communication in the different stages of the customer journey.
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Help Scout
JUNE 15, 2021
Many want to draw strict boundaries around customer experience and customer success, but I find it much more satisfying to live inside the spectrum rather than at the edges. I see customer experience and customer success as flavors inside the same ice cream parlor of treating the customer well. If you’re doing it right, you’re delivering a great experience that helps them successfully use your product or service.
ppt solutions
JUNE 15, 2021
TULSA, OKLAHOMA, June 15, 2021 – PPT Solutions, a premier provider of client-centric, performance-based Customer Experience and Business Optimization Solutions, formally announced today the addition of Paula McKinnon as vice president of supplier management. In this role, she will oversee PPT Solutions’ relationships with the. The post Paula McKinnon Joins PPT Solutions as Vice President of Supplier Management appeared first on PPT Solutions.
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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.
Uniphore
JUNE 15, 2021
Call Center Life. High Stress. High Stakes. It's All In A Day's Work. Your Call Center Is a Glass House. You’re listening to your customers on social media—and taking steps to improve their experience—but what about your customer service employees? Online, they’re screaming. From toxic interactions to unrealistic expectations, unhappy agents have made a glass house out of call center life.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
SurveySparrow
JUNE 15, 2021
You’ve probably come across the term NPS passives before. But it hasn’t meant much to you until now. You’ve been more focused on leveraging your promoters and detractors to grow your business. And sure, your reasons are valid and obvious. Stop the angry, disappointed customers from leaving your business and get your happy customers to promote your brand.
CSM Magazine
JUNE 15, 2021
Avtex, a TTEC Digital company, announced today the hiring of Brian Lannan as Vice President of Retail Experience. In his most recent role, Brian led the Guest Experience team at Target, where he was responsible for experience strategy and insights, guest-centric culture development, voice of guest, and brand and reputation insights. Brian joins Avtex with nearly fifteen years of retail experience developing and leading strategy, insights, and customer experience capabilities.
SurveySparrow
JUNE 15, 2021
Are you curious about what NPS survey questions you can ask your customers? Need some ideas or templates to write your own NPS questions? An NPS survey is one of the best ways to measure your customers’ loyalty and satisfaction. In this article, we’ve put together a massive list of NPS survey question examples. Before we dive into this list, it’s essential to know how NPS surveys work.
Magellan Solutions
JUNE 15, 2021
How can Outsource Customer Support Services fill Value Chain gaps? Here’s a reminder: Successful businesses create value with each transaction by satisfying customer and shareholder needs. Companies that can generate good value are more likely to profit and to expand. But what about the case of SMEs? They do not have the capacity to ream through the global marketplace, yet.
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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
Peter Lavers
JUNE 15, 2021
I was delighted to be interviewed by Onalytica recently – the World’s largest B2B influencer marketplace. In the interview I’m asked about how I became recognised as an ‘expert’, what I’m passionate about when it comes to customer experience, what the biggest challenges are, and what the future holds for CX. You can read the interview by clicking here.
Magellan Solutions
JUNE 15, 2021
In searching for outsource customer service solutions , you must consider how long an agent stays in the company. Outsource customer service solutions offer a wide range of benefits to any SMEs. It is popular for businesses that want to reduce their funds in manpower. However, how can you fully maximize the affordability of outsourcing? Is it about the least expensive service?
CustomerSuccessBox
JUNE 15, 2021
Renewals can be complicated. From business to business, different teams may handle renewals, or the renewal process may be different for each customer segment. Also because we all are at different stages and every organization is different, you can’t just take someone else’s playbook to be yours. Playbooks are your recipes of rules to follow. They summarize what to do in different scenarios like renewal and how to go about doing these things.
NICE inContact
JUNE 15, 2021
Robotic process automation is one of many ways artificial intelligence can be used beneficially in contact centers. RPA can automate repetitive tasks, which makes agents' jobs more engaging, increases contact center capacity, and improves accuracy. Other AI solutions can yield similar benefits.
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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,
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Hallmark Business Connections
JUNE 15, 2021
Dogs star in family photos. Cats bask and play in multilevel towers. Bunnies enjoy fresh-cut snacks while inside custom-built runs. Their smitten human companions wouldn’t have it any other way. Knowing this, veterinary professionals have learned to cater to the “pet parent” mentality. Accordingly, practice teams refer to their patients by first names, talk to the cats and dogs during appointments, and show lots of courtesy and understanding when speaking about difficult end-of-life options.
Inbenta
JUNE 15, 2021
Contents: What is the Partnership Program All About? How Can Your Business Partner With Inbenta? Who is Eligible as Inbenta’s Partner? What Are the Benefits of Becoming a Partner? What Do You Need to Do To Become A Partner? Over the past few years, Inbenta has been expanding and growing rapidly, much of it on its own account, but also, thanks to a few strong partnerships that we’ve built along the way.
CSM Magazine
JUNE 15, 2021
Step-By-Step Guide: How To Write A Brilliant Customer Service Essay. Customer service essays are quite unusual for educational institutions. However, some teachers still ask students to write about it. What does a customer service essay mean? The main goal of a customer service essay is to build strong relationships with customers. By creating such a custom paper , the writer wants to show how important clients are to him.
ChurnZero
JUNE 15, 2021
This is a guest blog post by Jeff Galowich, CEO of Blue Horizon Software. In a world seemingly obsessed with hyper-growth, this may sound like heresy, but when evaluating a B2B software-as-a-service (SaaS) company, the most important metric we look at is retention. This is the key component of what we call the “quality of revenue,” which focuses on the stability and predictability of a company’s underlying business fundamentals. .
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.
Conversocial
JUNE 15, 2021
I recently spoke at The Customer Experience Conference and was able to share with the audience my thoughts on how the past 15 months has completely changed the way consumers interact with brands.
Magellan Solutions
JUNE 15, 2021
How Direct Marketing Inbound Teleservices Encourage Value-adding Relationship With Your Customers. Direct marketing inbound teleservices is a surefire way to pique the interests of your customers. All the while you provide the necessary information to convince them why they need your products or services. . For the BPO industry, direct marketing inbound teleservices is a hybrid of two effective sales strategies.
WorkOutLoud
JUNE 15, 2021
Suggestions to help you keep the attention of your online audience during webinars. Isn’t it awful when conducting a webinar and you ask the audience if they have any questions, and all you hear is crickets and you don’t even know if they are listening! There are always challenges with knowing if webinar attendees are REALLY engaged in the webinar.
kommunicate
JUNE 15, 2021
Everyone who has ever dealt with chatbots knows that they are not fail-proof. A hybrid model works the best, where chatbots handle basic questions and escalate more severe issues to human agents. Ideally, in this era of self-serve customer service, you would want a lesser number of customer requests to pass on to humans. In [.]. The post How to Decrease Chatbot to Human Handoff Percentage appeared first on Kommunicate Blog.
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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.
Think Customers
JUNE 15, 2021
Social media enables people of various backgrounds, cultures, and communities to connect and share special life events. It has also become an uncertain ground for malicious content. Misinformation, violent content, and other harmful media are everyday occurrences for users. That’s why firms are increasing investment in content moderators to monitor and track potentially sensitive footage with varying levels of severity.
Strikedeck
JUNE 15, 2021
Zsuzsanna Ferenczi, in an interview with Vincent Manlapaz, discusses how a business can take customer success to the next level. The post Competitive Advantage with a New Perspective: How Does it Lead to Continued Customer Growth? In an Interview with Zsuzsanna Ferenczi, Co-Founder at Bunes & Ferenczi (Part 1) first appeared on Strikedeck | Customer Success Platform.
MyCustomer
JUNE 15, 2021
CLooking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job. 15th Jun 2021. By Neil Davey Managing editor.
GetFeedback
JUNE 15, 2021
This guide will walk you through asking for, and then acting on, ecommerce customer feedback for your business.
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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.
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