Team Support
APRIL 3, 2020
Creating a great support team isn’t something that happens in a day, a week, or even a month. It’s a long-term goal for many companies, and even when they get there, it’s important to sustain that excellence over time, particularly as the company grows. The pressure to maintain a high level of support exists because of the impact the support team has on their business’ reputation.
SurveySparrow
APRIL 3, 2020
A semi-fictional representation of your ideal customer is called a buyer persona. It is arrived at based on market research and data about your existing customers. Let’s say you sell services that are exclusive to CEOs, then you wouldn’t be targeting people in the ages of 15 and 25, nor would you look at someone who is currently in school and certainly not someone whose designation says Janitor or someone who uses TikTok.
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MyCustomer
APRIL 3, 2020
Loyalty How Apple uses psychology to develop experiences.
ProProfs Chat
APRIL 3, 2020
With the constantly increasing expectations of customers, providing 24/7 support is no more a choice. Instead, it has become a need of the hour, indispensable to survive the intense competition existing in the business ecosystem. Unlike a decade ago, when customers were willing to wait for brands to act on their requests, modern-day customers lack such patience.
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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.
IntouchInsight
APRIL 3, 2020
Buying habits are changing, and now is the time to reconsider your customer experience strategy. Take this opportunity to reintroduce your brand to your customers and cultivate loyalty that extends far beyond the next few months.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
ProProfs Chat
APRIL 3, 2020
Can you imagine the mindset of customers who are satisfied with a business? After a negative experience, certain emotions come to the forefront, which can be-Frustration, disappointment, and disrespect. The impact of these emotional outbursts is immediately seen on a brand’s sales and performance. Let us understand what does the word satisfaction implies for a brand?
NICE inContact
APRIL 3, 2020
Aetna’s Bill Jetter, President of Medical Transition Services, shares his thoughts and experiences on vendor assessment and Aetna’s pursuit of exceptional customer service.
Myra Golden
APRIL 3, 2020
Keep remote employees’ skills sharp with our customized, engaging, live virtual training. We start with a video conference to learn about your challenges and goals. Once we agree on your training content, we set a date for live virtual training that includes breakout rooms, online hand-raising, polling questions, and PDF workbooks. Plus, we record the training and hand it over to you to use as you wish.
ProProfs Chat
APRIL 3, 2020
Can you imagine the mindset of customers who are satisfied with a business? After a negative experience, certain emotions come to the forefront, which can be-Frustration, disappointment, and disrespect. The impact of these emotional outbursts is immediately seen on a brand’s sales and performance. Let us understand what does the word satisfaction implies for a brand?
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
ShepHyken
APRIL 3, 2020
This week we feature an article by Nikunj Dudhdat, a digital marketing executive at SoftwareSuggest. He discusses the overall value that a good Customer Relationship Management (CRM) software can bring to your business. Customers nowadays do not lack for options when it comes to buying any product or getting a service. This makes for a very strong competitive environment among the businesses.
SaleMove
APRIL 3, 2020
2019 was a great year for Glia! We started off with a rebrand (from SaleMove to Glia), secured $20M in funding, received many awards and industry recognition via both Gartner and Forrester reports, and expanded each and every team across the company. The cherry on top of a year full of growth, expansion, and new […]. The post Phil Sorgen Joins Glia Board appeared first on Glia Blog | Digital Customer Service Explained.
Oracle
APRIL 3, 2020
73% of workers put in more effort when working from home, according to a 2017 study by Cardiff University. However, 44% of those surveyed also said that they struggle to unwind and relax after a day of working remotely. Whether you’re new to working remotely or have been at it for some time, many remote workers share the same issues. The State of Remote Work 2018 Report by Buffer stated that remote workers might struggle with loneliness, communicating and collaborating with coworkers, and
SaleMove
APRIL 3, 2020
2019 was a great year for Glia! We started off with a rebrand (from SaleMove to Glia), secured $20M in funding, received many awards and industry recognition via both Gartner and Forrester reports, and expanded each and every team across the company. The cherry on top of a year full of growth, expansion, and new opportunities, was adding a seasoned vet of digital transformation to our board of directors.
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The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?
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Hello Customer
APRIL 3, 2020
After the Corona outbreak life and business changed in an unseen way. Organisations had to implement remote working, some had to close their stores. Others are thinking about new ways to service customers. Even though these are uncertain times, we're seeing a surge of creativity and a showing of humanity like never before. In our weekly digest, we'll highlight positive stories from brands that are showing resilience and that are innovating for the greater good.
Talkdesk
APRIL 3, 2020
For many, 2020 already feels like the longest and most challenging year of our lives. The coronavirus (COVID-19) is turning people’s daily lives upside down as governments around the world implement quarantines and social distancing strategies designed to slow down transmission. In the midst of all the chaos and confusion, working remotely has gone from a business trend to a forced reality for most people in organizations worldwide.
Confirmit
APRIL 3, 2020
Register to the webinar for your region. Australia: 28th April @ 11am AEST. Europe: 28th April @ 11am BST. North America: 28th April @ 11am EDT. Customer experience doesn’t sit in a vacuum. To succeed, it needs to be a living part of the wider organization – and that means you need some serious business acumen. You need to understand what delivers results, and how to make that happen.
ChurnZero
APRIL 3, 2020
Q&A: Unpacking the Power of the Executive Business Review. Customer Success helps your customers realize value with your product. But how do you systematically ensure they maximize their return on investment? Enter the Executive Business Review (EBR)—aka the Quarterly Business Review (QBR). EBRs facilitate customer alignment on business objectives and outcomes as well as allow you to learn about customer initiatives and opportunities.
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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.
Confirmit
APRIL 3, 2020
Register to the webinar for your region. Australia: 28th May @ 11am AEST. Europe: 28th May @ 11am BST. North America: 28th May @ 11am EDT. There’s more to customer experience than analytics – but it’s a great place to start! With the ever-growing data mountain that encompasses most corporations, it’s imperative to have an analyst on the team who can evaluate the information accurately, communicate it to the right people in the most digestible format, so necessary action c
Magellan Solutions
APRIL 3, 2020
As people and businesses are now going online, this also means that your online reputation is important in maintaining a positive image. Content moderation outsourcing is the best technique you can take. . If you are a business owner, especially if you run your business online, you should have the primary goal of making sure that all the contents on your website, social media, and other platforms work for your brand and never against you. .
Forrester's Customer Insights
APRIL 3, 2020
Forrester has curated a list of companies that are delivering virtual care services and support for health insurers, healthcare providers, employers, and consumers during the COVID-19 pandemic. While some vendors initially offered temporary discounts or free services, many have discontinued these practices. From self-triage to virtual care, these services allow healthcare organizations (HCOs) to screen […].
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A CX myth is something widely believed or implemented that is based on “how we’ve always done it” thinking, rather than delivering truly innovative customer experiences. What CX myths are holding organizations back from top-level customer experience performance? What can companies do to find solid ground and move forward successfully? In this guidebook, we answer those questions and more as we explore three key myths and two strategies that you can use to replace them.
Brad Cleveland Blog
APRIL 3, 2020
These extraordinary times have impacted our lives in unimaginable ways. They have also impacted customer service in ways we might have never thought possible. For those struggling to manage unexpected volumes of customer contacts, the following real-time management discussion from the latest edition of Contact Center Management on Fast Forward may be helpful.
Forrester's Customer Insights
APRIL 3, 2020
How do you prove to executives that the benefits of CX exceed the costs? Today’s business environment makes it even more critical that CX pros clearly lay out the financial benefits of investing in customer experience. I've put together a video that demonstrates how a solid CX business case leads to meaningful and measurable business results. Watch now.
Brad Cleveland Blog
APRIL 3, 2020
These extraordinary times have impacted our lives in unimaginable ways. They have also impacted customer service in ways we might have never thought possible. For those struggling to manage unexpected volumes of customer contacts, the following real-time management discussion from … Continue reading → The post Real-time Management: Level 2 and Beyond appeared first on Brad Cleveland.
Totango
APRIL 3, 2020
At Totango, we’re about success. Your customers’ and your own. So, now that everybody’s working remotely, we asked around our virtual office for suggestions of how to be more successful conducting business at home. Our team shared the ideas used in their own homes to make their workday, work better! . Start a Morning Ritual . “Take a few minutes each day to get ready—whatever that means for you—to get into the mindset for work.
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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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