The DiJulius Group

SEPTEMBER 7, 2021

We’ve all been there. Stuck in an unsatisfactory customer experience with no hope of resolution in site, and we utter the words “Can I speak with the manager, please?” Ah, The Manager – the person that holds the magical key to all resolutions and customer happy endings. That’s the way it works in your organization, Read Full Article. The post Are Your Managers “Heroes” or “Zeros” When Putting Out Customer Fires?

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Management Article Customers Customer Experience 79

TechSee

SEPTEMBER 7, 2021

When most service organizations consider implementing Visual Assistance, they mainly focus on how to use the technology to support remote teams in the field or contact center. However, Visual Assistance can deliver value to many other use cases, all of which can help your organization save time and money and improve both the employee and customer experience.

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Sales Consumers Technology Contact Center 191

Kustomer

SEPTEMBER 7, 2021

If you have ever been drawn to the words “ artificial intelligence ” in a sales pitch or wondered if machine learning could improve your business, you might have also questioned if your use case is even a good fit for what a machine learning model can do. A good way to approach answering this question is to consider the data you need to provide this artificially intelligent system in order for it to produce the promised result.

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Customer Service Fashion Definition Customers 105

CustomerSuccessBox

SEPTEMBER 7, 2021

Change is the only constant in life. The pandemic has taught us to expect the unexpected and adapt to survive. In fact, we were not given any warning or time to adapt. Million of companies around the world were forced to go into perpetual ”expect the unexpected” but have adapted to the unprecedented change and how beautifully they’ve done. COVID coerced many of us into a myopic mindset- questioning ourselves and feeling depressed about setbacks.

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2021 Customer Success Customer Journey Mapping Touchpoint 96

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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.

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Kustomer

SEPTEMBER 7, 2021

Consumer demands are at an all time high. According to Kustomer’s latest research, a whopping 90% of respondents think contacting customer service should be easier, and 85% of respondents think customer service should be faster. Quick service also continues to outrank all other customer service qualities in terms of importance, no matter the demographic.

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Consumers Download Books Customer Service 95

Help Scout

SEPTEMBER 7, 2021

Just because a customer clicked a smiley face in your post-service feedback survey does not mean you gave them high-quality service. They might love the product, and your service is just okay enough not to make a difference. Or they might be very happy with an answer, not knowing you’ve given them incomplete or out-of-date information.

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Measurement Customer Service NPS Feedback 116

Eptica

SEPTEMBER 7, 2021

Date: Monday, September 6, 2021 Author: Pauline Ashenden - Demand Generation Manager Moving to the cloud – 5 tips for a winning strategy. Published on: September 06, 2021. Author: Pauline Ashenden - Demand Generation Manager More and more contact centres are recognising the benefits of adopting cloud technologies or moving their entire infrastructure into the cloud.

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2021 Blog Technology Article 106

Feedbackly

SEPTEMBER 7, 2021

In the customer experience niche, Salesforce has proven to be one of the very valuable tools. It helps companies manage their relationships with customers.

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Feedback Management Customer Experience Customers 98

Kapta Customer Success

SEPTEMBER 7, 2021

Lack of visibility is one of the biggest problems impacting key account management, even in 2021. Isolated programs, account managers without sufficient buy-in to new systems, and broken processes compound to prevent revenue teams from gaining complete insight into accounts.

Customer Success 87

Customer Success 2021 Insights Management 87

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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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Playvox

SEPTEMBER 7, 2021

At Playvox, we prioritize what matters most to our customers — just like you do in your contact center! From quality management to workforce management , we strive to put not only the best, but also the most efficient and effective product on the market. That’s why our recent G2 rankings are really meaningful: people who use Playvox every day once again ranked Playvox as a leader in the Contact Center Quality Assurance market in the recent G2 Grid® Report for Fall 2021.

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Contact Center E-support ROI 2021 52

CSM Magazine

SEPTEMBER 7, 2021

If you’re the owner of a retail business, then you’ll know more than most about the eternal struggle of getting customers through your doors. While strong advertising campaigns both online and on your high street can help spread the word and get the customers visiting your store, getting clients to spend money and to return in the future, can feel like a losing battle.

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Customer Focused Retail Advertising Customer Centricity 52

Think Customers

SEPTEMBER 7, 2021

Outsourcing and managed services are appealing options for many companies at a time when workforces are stretched thin. But don’t be fooled—these terms aren’t interchangeable. Both involve receiving business services from a third party but determining which of the two options is the better fit could make the difference between a thriving company versus just staying afloat.

Management 52

Management Contact Center Sales User Experience 52

Kustomer

SEPTEMBER 7, 2021

Consumer demands are at an all time high. According to Kustomer’s latest research, a whopping 90% of respondents think contacting customer service should be easier, and 85% of respondents think customer service should be faster. Quick service also continues to outrank all other customer service qualities in terms of importance, no matter the demographic.

Consumers 52

Consumers Download Books Customers 52

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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,

Measurement

Uniphore

SEPTEMBER 7, 2021

Digital servicing has given CX teams the ability to conveniently and efficiently reach out to more customers, and COVID-19 has enabled many companies to adopt digital platforms at scale. But there’s an inherent danger with focusing completely on digital: losing the empathy of the human touch. Dipu KV , President & Head of Operations and Customer Service at Bajaj Allianz General , talks about how the focus in CX is on transitioning from digitizing the physical, to humanizing the digital.

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Insurance Innovation Customer Service Connections 40

Lithium

SEPTEMBER 7, 2021

Hello, everyone! We're proud to be named among the top social suites providers with the highest score in the strategy category. Everyone here at Khoros would like to give a huge thank you all for continuing to participate in the community and providing feedback. It has been critical to continue to deliver more value and to create customers for life.

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2021 Webinar Events Social Media 52

Magellan Solutions

SEPTEMBER 7, 2021

Get the best 24 7 phone answering service for your business through these nine tips. Phone answering service is a pretty straightforward service. This is where your outsourced company answers phone calls on behalf of your business. . While this still depends on the solutions you prefer, it just means you pay someone else to pick up the phone for you. 3 Kinds of Phone Answering Service.

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Automotive B2C Insurance Healthcare 52

MyCustomer

SEPTEMBER 7, 2021

CLooking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job. 7th Sep 2021. By Neil Davey Managing editor.

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2021 Management Customer Experience Customers 68

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.

Customer Insights

Ascribe

SEPTEMBER 7, 2021

Coding Assistant and Segment Coder will enable users of Ascribe Coder to improve coding productivity and accuracy. CINCINNATI, Ohio, September 1, 2021 Ascribe, a global verbatim analysis software and service company, announced the launch of Coding Assistant and Segment Coder as two new features in Coder, its industry-leading verbatim coding management system.

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2021 Customer Experience Professionals Feedback Technology 40

MyCustomer

SEPTEMBER 7, 2021

Loyalty Closing the gap between management & customers.

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Management Loyalty Customers 80

Ascribe

SEPTEMBER 7, 2021

Coding Assistant and Segment Coder will enable users of Ascribe Coder to improve coding productivity and accuracy. CINCINNATI, Ohio, September 1, 2021 Ascribe, a global verbatim analysis software and service company, announced the launch of Coding Assistant and Segment Coder as two new features in Coder, its industry-leading verbatim coding management system.

2021 40

2021 Customer Experience Professionals Feedback Technology 40

MyCustomer

SEPTEMBER 7, 2021

Loyalty The perils of blindly using customer effort score.

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Effort Score Metrics Loyalty Customers 75

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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.

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ShepHyken

SEPTEMBER 7, 2021

Digital Customer Service. Transforming Customer Experience for an On-Screen World. Shep Hyken interviews Rick DeLisi and Dan Michaeli, authors of Digital Customer Service: Transforming Customer Experience for An On-Screen World. They discuss why customer-centric companies need digital transformation. Top Takeaways: Digital Customer Service is about interactions that take place on-screen or have a component of on-screen enhancements (on-screen automation, on-collaboration, on-screen communication

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B2C Customer Centricity B2B Interaction 20

MyCustomer

SEPTEMBER 7, 2021

GAs a customer, do you take good, service-minded experiences for granted? If you do, you are not alone. Today, the excellent customer. 10th Sep 2021. By Jesper Krogh Jorgensen CEO.

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Loyalty 2021 Customers 52

Lithium

SEPTEMBER 7, 2021

Joining the podcast is a powerhouse of innovation, Anna Chu ( ). Marketing expert, Senior Product Marketing Manager at Microsoft, helms-woman of the Microsoft Tech Community (boasting over 600k members), and beyond! We’ll be discussing the challenging but rewarding process of creating a community to nurture future product advocates. Don't forget to share with your peers , leave us a rating or review, and continue the conversation in the comments section!

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Customer Engagement Engagement Innovation Customers 19

MyCustomer

SEPTEMBER 7, 2021

Loyalty 5 common mistakes companies make with NPS.

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NPS Loyalty 55

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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