Mon.Oct 25, 2021

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Embedding a Customer Feedback Loop Into Your Product Delivery

Gainsight

Constant feedback is the lifeblood pumping into every successful product delivery. And if you want to unleash a steady flow of products and features that your users love, you have to keep your finger on their pulse constantly. Product feedback loops are the ultimate tool for scanning a user’s experience, pinpointing product shortfalls, and boosting your product.

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5 Top Customer Service Articles of the Week 10-25-2021

ShepHyken

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. What Kind of CX Do Customers Really Want? by Eric Krapf. (No Jitter) Many customers still prefer email and voice channels for customer service requests over chatbots.

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Social customer service is key: Don’t leave your customers high and dry

NICE inContact

Would you ever get a retail or office space, hang a sign outside with your business's name on it… but then just leave it standing there, unstaffed for long periods of time? And the front door unlocked, no less?

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Improving Student Engagement – Why Phone Support is Dead

Comm100

Amid the Covid-19 pandemic, maintaining high levels of student engagement appeared to be a losing battle for many institutions. Spring break 2020 heralded the most sudden of changes in the span of a few days, putting an end to traditional face-to-face tutoring and in-person events and activities, and heralding remote digital teaching and learning experiences.

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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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Get paid quick and easy with Instagram payments

BirdEye

How many times have you scrolled through Instagram and looked at bucket-list-worthy images or a delicious-looking meal, or even discovered a new product? Instagram is known as a popular way to share images and videos, but it can be capable of much more. Enter Instagram payments. With roughly one billion monthly active users, Instagram belongs to the most popular social network worldwide.

More Trending

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3 Industries That Need Multilingual Call Centers

Magellan Solutions

Industries Which Benefit from Multilingual Call Center Services. Call center services are all about providing services tailor-made for every business. Call center providers aim to maximize their efficiency by identifying their clients’ needs, and making constant innovations to further fulfill the clients’ requirements in order to help them meet their goals.

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Engaging with International Students – Top Tips for Higher Education

Comm100

Engaging with students is difficult in higher education. Engaging with international students is even more difficult. Besides potential language barriers, institutions also need to be sensitive to cultural differences and customs. Poor engagement can have a severe impact across the student experience – results, satisfaction, and even dropout rates.

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CCM Use Case: Claims Correspondence

Topdown

One of the oldest sayings in insurance goes something like, “you don’t want it until you need it, and then it’s too late.” While the saying is a little bit of a sales-phrase, the core concept is pretty much spot-on and does a good job of illuminating the value that insurance policies provide to the holders. Consumers who have been through a claims process before know firsthand how valuable their insurance policy is.

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Mapping SAP Collaboration: The Critical Steps for the SAP Sales Cloud, Microsoft Teams, and SharePoint Content Management Experience

SAP Customer Experience

This blog is the 2nd in a series on SAP Sales Collaboration and the ongoing integration developments with Microsoft Teams, SharePoint, and the SAP Platform. View Part 1 >> Amongst the most important collaborations for an organization is the sales outreach to customers, prospects, and partners.

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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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10 Features of an Effective Help Desk Ticketing System

CSM Magazine

Over the past two decades, the evolution of help desk ticketing systems has been rapid. Here we explore some of the key features to look out for. Introduced initially to assist help desk professionals solve customer issues, they are now the backbone of multiple help desk teams across the globe. When evaluating help desk systems, be sure to look for the following. 10 Must-Have Features of a Great Help Desk Ticketing System.

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How Digital Transformation Can Revolutionize Your Customer Service

Provide Support

The post How Digital Transformation Can Revolutionize Your Customer Service appeared first on Provide Support Blog.

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Choosing The Right Services Provider Can Make Or Break Your Digital Customer Experience Success

Forrester's Customer Insights

A great digital experience starts with the basics: a strategy for omnichannel engagement; great design; personalized, yet trustworthy, experiences; and, of course, the technology and operations to support it. But to differentiate your company’s digital presence, you will also need to be creative in your approaches and solutions. Partners are key to that effort, particularly […].

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Oct 25 – Customer Success Jobs

SmartKarrot

Role: Director of Customer Success Location: Remote, United States Organization: SheerID As a Director of Customer Success, you will assess Customer Segmentation and make recommendations to ensure our customers’ success as well as the scalability of the customer success program at SheerID. Build the process of working with SheerID’s largest customers and partner with Sales in developing a roadmap for revenue growth and retention.

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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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Choosing The Right Services Provider In Asia Pacific Can Make Or Break Your Digital Customer Experience Success

Forrester's Customer Insights

A great digital experience starts with the basics: a strategy for omnichannel engagement; great design; personalized, yet trustworthy, experiences; and, of course, the technology and operations to support it. But to differentiate your company’s digital presence, you will also need to be creative in your approaches and solutions. Partners are key to that effort, particularly […].

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Bioinfogate becomes Clarivate

Clarivate

This year, Clarivate acquired Bioinfogate , a leading provider of analytics solutions in the life sciences and producer of the OFF-X portal. The move further expands and integrates drug toxicity data and translational safety intelligence from OFF-X into all aspects of the life science cycle. In combination with the Clarivate portfolio of solutions, Bioinfogate provides critical translational safety intelligence alongside robust drug pipeline and clinical research information – allowing biopharm

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Genesys Starts The Long Journey To Target More Of The Customer Lifecycle With Two Acquisitions

Forrester's Customer Insights

Genesys is the latest vendor to branch out beyond the traditional contact center and customer service space moving to add value across much more of the customer journey (like marketing and sales), and in many ways pushing into territory more traditionally owned by the CRM players. Last week Genesys announced its acquisitions of Pointillist and Exceed.ai and by doing so inherited tools for customer journey and data unification and analytics, and conversational AI chops in sales and marketing.

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Reasons to Invest in Account Management Software

Kapta Customer Success

The tools you choose to utilize will make or break your success. In the key account management world, all too often, we see that companies prefer to pair a customer relationship management platform with various software platforms to perform tasks and manage their clients. However, this only hurts your managers and their clients in the long run.

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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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Rob Berger Leads Global Quant Strategy

2020 Research

Rob Berger Joins Schlesinger Group. We are excited to announce that Rob Berger has joined Schlesinger Group to lead our global quantitative strategy in his role as EVP, Global Quantitative Solutions. Using his 25 years of research experience, Rob will drive excellence across our global proprietary panels , advanced programmatic capabilities , and world-class team of survey programmers, data scientists, and project managers.

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Purchase Order Format – Download FREE Purchase Order Forms in Excel & PDF!

SurveySparrow

In this blog post, we go all guns blazing on the different purchase order formats you can download in a click! But, before that, just in case you want to know the textbook definition of what a purchase order is… A purchase order is a commercial document sent by the purchasing department of the buyer to a supplier requesting the product or services in the form of an order.

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Customer horror stories: Perilous permissions

inSided

Our inSi-DED series is back! ?? Starting this week, you'll get to enjoy one hair-raising story daily. Leave the light on, check under your bed, or in this case, make sure the correct user permissions are enabled. ?? If you want to submit your own CS or community horror story, do so here. (And just like this contributor, you can choose to be completely anonymous!).

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Evaluating Employee Performance: A Quick Guide

SurveySparrow

Evaluating employee performance is key to the growth of your business. The performance of your employees hugely influences the success or failure of your company. Evaluations typically include a review of an employee’s performance and how it compares with the company’s expectations. But it’s critical to get employee evaluation right. It can empower your employees to reach new heights or drive them away from your company.

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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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5 Ingenious Ways to Make Your Customer the Hero of Your Story

SmartKarrot

You might have come across the adage, ‘Customer is the King’, quite a number of times. There sure is a reason behind it. You have started your business for your customers and keeping them at the center of your business does make some sense. Though spotlighting customers is no new concept yet it still remains a highly underutilized content strategy for some of the brands.

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Predictions 2022: Trust And Values Take Center Stage In The APAC Region

Forrester's Customer Insights

For Asia Pacific firms, 2022 is a year to be bold. Our predictions for the region show that APAC organizations will take significant steps forward in some areas, but lag behind in others.

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Why Referral Programs are a Must-Have in Your Gym

Perkville

A referral program is the easiest way to generate new members for your gym.

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Contact Center Digital Transformation – The Essential Stages for a Smooth and Successful Transition

Comm100

Today’s customers expect digital communication channels from the businesses that they connect with. It’s well documented that millennials hate phone calls , and to meet the needs of these customers, businesses are undergoing digital transformation to remain competitive. Call centers are evolving to become contact centers in increasing numbers, supporting a wide variety of contact channels for customers.

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The Truth About Customer Journey Mapping

Speaker: Dave Seaton, CEO of Seaton CX

Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.