Thu.Jan 19, 2023

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The Ultimate Guide: How to Build a Customer Experience Department

Lumoa

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services. Furthermore, customers remember their good and bad experiences with brands.

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A Guide to Measuring Product-Market Fit with PMF Surveys

Retently

Achieving the much-desirable product-market fit is the ultimate goal of any SaaS business. After all, it means that a company has identified its business niche, has found a profitable market, and has a product that is well-liked by customers – the true Promoters. They don’t have to worry about going bust because what they sell is what the market needs.

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Social listening vs social monitoring: The key differences

BirdEye

Social listening and social monitoring are often used interchangeably, but there are some big differences between the two. By understanding these differences, companies can create highly effective marketing strategies and gain a better understanding of their social media presence. In this blog post, we’ll explore the key differences between social listening vs social monitoring so that you can make informed decisions when it comes to your business’s digital presence.

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Customer Service Secrets Podcast: Using Customer Experience Data Analytics to Personalize the Customer Journey With Steven Maskell

Kustomer

In this episode of the Customer Service Secrets podcast , Gabe Larsen is joined by Steven Maskell , Vice President of Customer Experience at Zones , to discuss how to use customer experience data analytics to create a personalized, data-driven customer experience. Learn how Steven does so by listening to the podcast below. Creating a Data-Driven Customer Experience Steven Maskell has successfully led service teams for nearly 30 years.

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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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How Do I Know When a Customer Has Decided to Buy?

Beyond Philosophy

I love technology, but I can still be old-fashioned when working with clients. How? Meeting with clients, I like to put pen to paper and illustrate what I am saying with a handcrafted visual aid. My analog PowerPoint serves two purposes: These handmade creations will hang on a museum wall with a plaque because of the tremendous amount of raw talent exposed (ahem).

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Beware Skinny Sweet Shop Owners – Are Contact Centres Missing Out on Tasty Customer Data?

CSM Magazine

Contact centres are giant candy stores full of rich, tempting data but how do you choose and where do you begin? Jim Davies shares five delicious tips for mastering effective data collation and optimisation. I remember the good old days when sweet shops existed on every street. The walls were lined with shelves, filled with large plastic tubs of our favourites—rhubarb and custards, pear drops, lemon bonbons, kola cubes, flying saucers… Happy days.

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10 Ways to Upskill Your Customer Service Team

Zonka Feedback

Customer service teams play an important role in any business. They are the frontline personnel that customers rely on to get information, resolve issues, and provide assistance.

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Seven Ways to Improve HR Communications to Make the Recruitment Process Smoother

CSM Magazine

Recruitment is becoming increasingly competitive and difficult as skilled candidates are more and more scarce. This means that employers need to leverage their digital channels effectively in order to get the attention of potential hires. The way in which HR communicates can directly impact how successful a company is at finding the right employees.

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Labs Talk Community: 2023 Trends and Insights

SAP Customer Experience

Live Stream: Labs Talk Community: 2023 Trends and Insights Get ready for a jam-packed episode of Labs Talk, as we kick off 2023 with our first ever Community Call. This special edition will feature perspectives from customers, partners, startups, internal SAP innovation leads in multiple international locations, as they discuss.

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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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Delighted 2022 product highlights

delighted

At the beginning of a new year, it’s exciting to look forward to all that you plan to accomplish. Setting goals and planning big moves – we’re all for it! But it’s also nice to step back and reflect on how far you’ve come. Every quarter, we share out a video that recaps the Delighted product updates that were released over the past three months. This time, we want to highlight all of the product changes we made in 2022, not just in the last quarter.

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Oh, The Things You Can Learn from Your Customers’ First Order

Optimove

Given that retention is the key to growth (and if you’re not convinced, read this ), successful brands should always be eager to learn more about their existing customers. Thinking of ways to improve their shopping experience should be an ongoing top priority. This is especially true when dealing with new customers, as you have to give them a good first impression to keep them around.

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Does Market Research Guarantee Success?

CSM Magazine

A lack of informed decisions can cause entrepreneurs to make silly mistakes or huge blunders that can destroy their business operations, reputation, or finances. However, many company owners ignore market research to save money and make quicker choices. Yet, you might wonder if your new or established business is making the right decision by ignoring various demographics’ opinions and industry insights.

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Forecasting the Contact Center Workload

Brad Cleveland Blog

Everything to do with getting resources right in a contact center begins with forecasting, predicting what the workload will be. Workload is what leads to how many agents are hired, what your schedule should look like, the number of workstations you need, even how many snacks … Continue reading → The post Forecasting the Contact Center Workload appeared first on Brad Cleveland.

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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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4 Point of Sale (POS) Trends to Look for in 2023

CSM Magazine

With the higher adoption of the internet and technology, online shopping has become a new standard for shoppers of any age. Surprisingly, 2.14 billion around the world prefer purchasing their favorite products online. At the same time, global e-commerce sales are expected to reach $6.4 trillion by 2024. To keep pace with the ever-changing customers’ demands, online businesses are migrating towards cloud-based POS solutions.

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Evolution of Bots in 2022 And Future Trends

kommunicate

Last Updated on January 20, 2023 The year is 2012. Customer queries are coming into the call center of one of Italy’s biggest car insurance providers. There is a bevy of call center agents, all speaking rapidly on their phones, all looking haggard. Customer queries are on the rise, and the operations manager sees no [.] The post Evolution of Bots in 2022 And Future Trends appeared first on Kommunicate Blog.

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Documenting Your Contact Centre Project to Maximise Success

Genroe

Get the most out of your call centre project with these essential steps to documentation success. Start today! The post Documenting Your Contact Centre Project to Maximise Success appeared first on B2B Marketing | Customer Feedback | Net Promoter Score | Genroe.

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Jan 19 – Customer Success Jobs

SmartKarrot

Role: Customer Success Specialist Location: Remote, Kelowna, BC Organization: Fullscript As a Customer Success Specialist, you will assist practitioners and patients through three main channels: phones, emails, and live chat. Troubleshoot issues and seek customer-focused solutions to ensure a seamless user experience. Successfully resolve complex customer inquiries through the use of multiple support tools and personal product knowledge.

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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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How Outsourcing Helps Companies Scale

Helpware

Companies on a high-growth trajectory often rely on outsourcing as they scale. According to a survey by Deloitte , 70% of companies outsource to save money. Other common reasons for outsourcing include flexibility, speed to market, and access to tools and processes.

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The Gig Economy: A Win-Win for Businesses and Distributed Workforce

Doing CX Right

As companies are downsizing, the gig economy offers value for companies and individuals Learn about workforce trends and how you can benefit. The post The Gig Economy: A Win-Win for Businesses and Distributed Workforce appeared first on Doing CX Right.

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10 Ways to Say ‘Thank You for Contacting Us’ in Your Forms

SurveySparrow

An ROI of 293.66% Yes, Brazilian company Klickpages got an increased ROI of 293.66% by using a thank you page in its lead capture forms. So, for every $1 of investment, Klickpages got a return of almost $2.94. Multiply that by 1,00,000 and you’ll see the real impact. The impact of a simple ‘thank you for contacting us’ page. Klickpages is just one of the examples of what form success messages do for a business.

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Ross McLean

2020 Research

This edition of our ‘Around the Globe’ series features Ross McLean, Vice President of Mobile Qualitative. Ross joined Schlesinger Group in June 2021 as part of the 20|20 Research merger. His passion for ResTech propelled him to design powerful insight tools like Over the Shoulder. Read his thoughts on ResTech and more in the Q&A below. Q. Why did you get into research technology?

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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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10 Ways to Say ‘Thank You for Contacting Us’ in Your Forms

SurveySparrow

An ROI of 293.66% Yes, Brazilian company Klickpages got an increased ROI of 293.66% by using a thank you page in its lead capture forms. So, for every $1 of investment, Klickpages got a return of almost $2.94. Multiply that by 1,00,000 and you’ll see the real impact. The impact of a simple ‘thank you for contacting us’ page. Klickpages is just one of the examples of what form success messages do for a business.

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Uplight Research: Why Do Customers Adopt DERs and Enroll in Load Flexibility Programs?

Uplight

Distributed energy resources (DERs) and enrollments into demand response (DR) and time-of-use (TOU) rate programs can help drive decarbonization, align demand with DER production, and increase load flexibility. However, there are many barriers to customer adoption and participation. To better understand how to both drive adoption of DERs and enrollment into programs that leverage those Read More The post Uplight Research: Why Do Customers Adopt DERs and Enroll in Load Flexibility Programs?

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Hit the Ground Running With Gainsight Marketplace

Gainsight

There’s an old adage that says “you have to walk before you can run.” And while every journey is different, it’s always nice to have a helping hand as you find your footing, whether it’s on the playing field or in that brand-new software that you and your team are learning. Whether you’re a brand-new Customer Success (CS) organization or an existing team looking to be more efficient with your resources, Gainsight is committed to making it easier than ever to simplify your workstreams and a

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How Much Will It Cost to Hire Dedicated Development Team?

CSM Magazine

Outsourcing has become a very popular solution for many companies all over the world that are looking for the best answer to the question of how to hire software developers. It is not always feasible to expand your in-house teams with additional specialists, especially when you know that you require their skills only for some project tasks. Hiring dedicated development team can be a very good variant regardless of the industry that you work in.

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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