Tue.May 19, 2020

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Why Trust Matters in the Age of Urgency

Strikedeck

Vincent Manlapaz, in an interview with Asaff Zamir talks about how trust can help build a strong CS organization.

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5 Ways to Reduce Customer Churn for SaaS in a Recession

Totango

The continuing COVID-19 health crisis may well produce a recession that has a significant impact on the Software-as-a-Service (SaaS) industry. No one is certain how this will change the long and short-term behaviors of customers, lenders, and enterprises in a SaaS world. As their customers are presented with changing markets and deal with the uncertainty that comes with current events, SaaS companies must be prepared for a potential wave of churn.

Events 77
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3 Tips for Customer Service Documentation

CSM Magazine

Documentation is extremely important in every aspect of customer service. At a help desk, a call center, or during a sale, documentation provides the foundation for that lead in the future. In addition, documentation allows managers to see what is working for customers and what isn’t working. Not all documentation is great, however. In some cases, customer service representatives lack the training or knowledge of proper documentation, resulting in wasted time and effort in the future.

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Best Practices for Survey Activities during COVID-19

Alida

Amidst the global COVID-19 crisis, organizations big and small are struggling to keep up with changing circumstances and preparing for what comes next. Keeping communication channels open for two-way conversations with customers is pivotal in maintaining relationships while also enabling organizations to listen and adapt to their customers’ changing wants and needs.

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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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Enhancing the product registration process with remote Visual Assistance

TechSee

Product registration – the process of capturing new customers’ information – enables brands to connect directly with consumers and engage with them during their relationship with the company. It allows device suppliers to communicate updates, safety recalls, and recommendations for product accessories or consumables such as capsules and cartridges.

Consumers 207

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How to Justify a CX Program to Your CEO

Lumoa

There are a lot of stats that showcase how critical a customer experience program is to any business’ success. Some experts feel that companies stand to lose upwards of $75 billion if they don’t deliver a best-in-class experience. Other research points to a slightly lower, but still an eye-popping loss of $44 billion. While the potential revenue losses are enough to get any CEO’s attention, many companies still aren’t making CX a priority.

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Top 5 Ways to Create a Great Customer Experience Strategy in 2020

Ecrion

The recent Adobe 2020 Digital Marketing Trends Report has revealed that the #1 most exciting opportunity for companies this year is customer experience. What’s more, statistics are showing that companies who implement an effective customer experience strategy could experience a 70% increase in revenue in as short a period as 36 months. Findings such as these indicate that customer experience is one of the most valuable areas of investment.

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Are You a Trusted Client Retention Specialist or a Generalist?

One Millimeter Mindset

Do you see yourself as a trusted client retention specialist or simply a generalist? In fact, do you even perceive yourself as having any type of role retaining clients? Because, here’s news. Regardless of whether you actively acquire clients, or not, you impact client retention. And, these days, the impact you make on a client’s business has strategic implications on business viability.

Seminar 104
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7 sure-fire techniques to deliver great customer service working from home

Talkdesk

Customer-centric companies who have made the transition to work-from-home (WFH) are now relying on remote support professionals like you to connect with their customers and provide positive brand experiences. It is your job as a customer service agent to make these connections as personal, professional and effective as possible. Below you will find a list of seven sure-fire techniques to enhance your support skills and deliver great customer service while working from home. 1.

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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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ChurnZero Customer Success Professional Spotlight ? Brian Hartley

ChurnZero

It’s time for another installment of our blog series where we spotlight a Customer Success professional and get their take on the industry as well as get to hear some of their top tips they’d like to share. Today we are showcasing – Brian Hartley. Brian is the Senior Director of Customer Success at RFP360, where he leads the customer experience team.

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9 easy steps to become the best at-home customer support agent

Talkdesk

As a side effect of the coronavirus (COVID-19) pandemic, customers are looking for support like never before. Contact centers are handling higher customer demands as call volumes peak and the customer experience (CX) bar continually rises. At the same time, organizations are changing their business operations by quickly shifting to a remote way of working.

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Active Listening Applied to Customer Service

SaleMove

The role of a Customer Service Agent can be daunting. Customers today have a lot of access to information and services online so they can resolve more straightforward questions on their own. As such, the sorts of calls CSRs receive have drastically increased in complexity over the past two decades. Instead of the occasional slow pitch call/chat breaking up the harder customer conversations, agents are now often interacting with the trickiest issues.

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5 Ways to Make Your CX Organization More Efficient and Effective

Kustomer

Doing more with less seems to be the struggle for most business leaders these days. It’s interesting, and unfortunate, that it takes a pandemic for companies to start focusing on efficiency. But issues that you used to be able to ignore, are now staring you directly in the face. The problem with a focus on efficiency is that it is often implemented at the expense of the overall customer experience.

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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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Key factors to successfully implement a remote work program

Talkdesk

A remote work program has become a differentiator for organizations looking to attract and retain talent. The possibility to work from home provides staff with greater flexibility and reduces levels of pressure and stress. Having grown more than 44% over the last five years, remote work has proved to be a huge enabler for business productivity. 85% of businesses confirm that productivity has increased in their company because of greater flexibility.

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Active Listening Applied to Customer Service

SaleMove

The role of a Customer Service Agent can be daunting. Customers today have a lot of access to information and services online so they can resolve more straightforward questions on their own. As such, the sorts of calls CSRs receive have drastically increased in complexity over the past two decades. Instead of the occasional slow […]. The post Active Listening Applied to Customer Service appeared first on Glia Blog | Digital Customer Service Explained.

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Evaluating the B2B Customer Experience Effectively Program Design is Key to Success

Ann Michaels and Associates

B2B companies have a unique challenge in evaluating customer experience. Many times the sales and business cycle is long and consists of several steps to complete the entire experience. This may be in the form of initial order placement/purchase, delivery or products and services, and final billing. Depending on the industry, there may be steps in between that don’t necessarily apply to all customers – perhaps a company that offers rentals and some customers may require service calls – so how is

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CS Technology Vendor Selection: Gathering Tool Requirements

Education Services Group

Utilizing a Customer Success tool can be an invaluable part of your customer engagement strategy, but with the ever-growing number of providers and platforms , it’s difficult to know which solution is the right fit for your business. A tool won’t magically fix the challenges you face or fill in any gaps you may have in your CS organization, but with the right foundation and the right partner in a technology vendor, it can improve CS team efficiency through automation and streamlined proces

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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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Capital City College Group Adopts Puzzel for Multi-Brand Contact Centre

CSM Magazine

New AI-powered Agent Assist helps to manage contacts from existing and potential students during busy enrolment periods. Puzzel, a leading cloud-based contact centre software provider, has announced that London’s largest further education college group, Capital City College Group, has successfully implemented Puzzel’s omni-channel customer service solution including the latest AI-powered Agent Assist technology.

Brands 52
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3 Ways Resiliency Helps Companies Shift Back

Think Customers

A forward-thinking strategy is the best solution for overcoming uncertainty. For CX-leaders in the contact center space to overcome the fallout from COVID-19, the digital, remote, and perseverance strategies that carried them through the crisis in the first place may be their best move. TTEC’s webinar, Shifting Back: How to prepare for what’s next in the contact center , discussed the innovations needed to build a long-term digitally resilient organization.

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CX Virtual Events – Summer Spotlight Calendar

Oracle

Looking for customer experience virtual events information for the rest of the summer? We’ve compiled a CX professional’s guide to virtual events to continue to keep you up-to-date, in-the-know, and ever-smarter this summer. Bookmark this page and check back as we update event information for the remainder of the summer. May 2020 CX Virtual Events.

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Dig Deep into Hidden Opportunities Through Behavioral and Emotional Analysis

Maru Group

At Maru/Matchbox, we believe that understanding the intersection between behavior and emotion and customer psychology is key to establishing the strongest possible customer connections. Our research methods are rooted in a wealth of behavioral science that shows how consumers feel, behave and think. Traditional research methodologies are often too focused on attitudes and behaviors; as researchers and marketers, we have been ignoring the importance that emotions play on our decision-making and t

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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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4 best practices from U.K. essential retailers to use in your reopening strategy

SMG CX

As brands prepare to reopen stores and restaurants in the U.K., there are numerous insights we can glean from the essential retailers who have remained open throughout the pandemic. Essential businesses have shown what it takes to provide an outstanding customer experience in a very challenging environment.

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Personalizing Customer Experiences in Unusual Times

Kitewheel

How can brands keep personalizing customer experiences in strange times? Answering this question is a top concern for business leaders given that consumer preference for personalization is near-universal. Accenture found that 91% of consumers prefer to shop with brands that personalize their recommendations, offers, and reinforcement of positive behavior.

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How to Find a Call-Center Operator

CSM Magazine

Every company sooner or later faces questions: how to better organize communications with customers and how to improve service? Often the best solution is to open a corporate call center. The call center operator performs a variety of job duties such as these: provides reference information; advises clients on various issues, receives certain information from them (complaints, answers to surveys), and informs them about promotions; sells services/goods, etc.

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The Effect Of COVID-19 On UK Consumers? Financial Well-Being

Forrester's Customer Insights

Even before the COVID-19 outbreak, our research showed that UK consumers were facing multiple financial challenges and were worried about their financial situation. To understand how the pandemic has so far impacted consumer finances and behaviors, we surveyed 1,118 UK online adults in April 10–15, 2020 and found that UK consumers: Are already feeling the […].

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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