Fri.Oct 22, 2021

5 Best Knowledge Management Software Options

CSM Magazine

The options on this list are packed with unique features that help your business store, organize, manage and retrieve knowledge. Knowledge management software offers multiple knowledge-sharing approaches that can be used by your customers and employees.

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Guest Post: 6 Best Business Management Tips While Investing in Customer Experience

Shep Hyken

Grey Idol is the marketing director at altLine by the Southern Bank, a trusted provider of invoice factoring and accounts receivable financing. He shares six ways companies and their brands can deliver an exceptional customer experience.

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Blueshift’s Holiday Guide to Email Deliverability Success


Take a deep breath — another holiday season is here. Email service providers and marketers are preparing for the busiest quarter of the year. The post Blueshift’s Holiday Guide to Email Deliverability Success appeared first on Blueshift. AI Marketing CDP Customer Experience

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Customer Advocacy: How to Get Your Customers and Customer Success Team Invested


Customer Advocacy: How to Get Your Customers and Customer Success Team Invested. If you work for a SaaS business, you know word-of-mouth marketing is everything. Today’s companies need to have exceptional reviews, references, and referrals if they want to compete and grow.

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The Ultimate Guide to CX Surveys

Customer feedback is essential if you want your business to thrive – it will give you the direction to improve. Discover best practices, how to formulate a great survey, and the best customer experience survey questions to ask, all with examples!

PCI compliance requirements that every business needs to understand


Did you know that credit card fraud statistics show that within 2 seconds there’s a new victim of identity theft ? Credit card fraud accounted for 393,207 of the nearly 1.4 million reports of identity theft in 2020.

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More Trending

Conversations with Clients: Kyla Starks, Transcom


“You absolutely have to go with COPC Inc. The experiences are tried and true. The results are there… You have to do it.” ” — Kyla Starks, Senior Vice President of North American Operations at Transcom. Organizations like Transcom rely on COPC Inc.

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How To Create An Effective Employee Engagement Action Plan


Did you know that only 15 percent of workers are engaged in their workplace? To put things into perspective, without an effective employee engagement action plan, a third of your workforce stands at the risk of quitting their job.

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What CCM solution reviews say about your potential for CX success


What CCM solution reviews say about your potential for CX success. Andrea Haughton. Fri, 10/22/2021 - 21:12. The consensus said the 1989 Ford Thunderbird was too expensive to build, too slow, and – ultimately – its bad reviews killed the T-Bird. The design was based on a successful, iconic car.

2021 52

CPA Global becomes Clarivate


Just over a year ago, we welcomed CPA Global to Clarivate. Since then, we have been working diligently to unlock the full potential of IP by removing friction and helping customers make better decisions, so they can innovate faster, protect and manage IP, and reduce total costs of operating.

2021 52

Developing Agent Empathy Through Emotional Intelligence

Speaker: Dave Seaton CCXP, Founder & Principal at Seaton CX

Practicing empathy is a foundation of good customer service and improves customer satisfaction. How do contact center leaders assess, manage, and coach agents to show empathy? Take away exercises and job aids to improve empathy skills starting today.

Does your CCM solution have enough horsepower?


Does your CCM solution have enough horsepower? Andrea Haughton. Fri, 10/22/2021 - 18:17. all CCM projects are simple. In fact, most aren’t.

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The five customer service learnings we can all take from Amazon


Date: Friday, October 22, 2021 Author: Pauline Ashenden - Demand Generation Manager The five customer service learnings we can all take from Amazon. Published on: October 22, 2021.

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Does your CCM solution have longevity - or is it a trade-in?


Does your CCM solution have longevity - or is it a trade-in? Andrea Haughton. Fri, 10/22/2021 - 19:11. From the single front-wheeled Benz Patent Motorwagen to self-driving, automobiles have evolved to meet the needs of today’s drivers. . Enterprises aren’t different.

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10 Prolific Ways Technology Will Play a Vital Role in Affecting the Future of Customer Service


If you are still unsure what is cutting down your profits, you do have a one-stop solution that saves you a deal, which is excellent customer service. Good customer service can take you a long way and is of high pertinence to a company.

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Driving Business Value with Contact Center and UC Integration

With the growth of hybrid work models and work from home, one thing is more important than ever: integration. But, how are companies leveraging it - both technically and operationally? In this whitepaper, you’ll get in-depth insight into how companies are utilizing integrated platforms in their day-to-day operations, and which success metrics they are measuring. Download your copy now to discover how companies are future-proofing their contact centers as they adapt to remote and hybrid workforces.

Digital Transformation is All About Experience


One of our partners, Apiture, explores transforming the digital banking experience. "In In the age of digital technology, it all comes down to experience.". The post Digital Transformation is All About Experience appeared first on Glia Blog | Digital Customer Service Explained.

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10 Courteous Customer Service Phrases that can Help You Win During Toughest of Times


Many B2B businesses come across clients who make them cringe when you see they are calling you for a solution. These are the ones that drain your energy, criticize everything, and are pretty slow while clearing their dues.

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European Banks Still Struggle To Balance App Functionality with User Experience

Forrester's Customer Insights

Mobile apps have become the channel of choice for millions of Europeans. Forrester’s data shows that some 40% of French, 54% of Italian, and 54% of UK online adults have done their banking on a smartphone in the past month.

US insurance giant selects eGain Knowledge Hub™ to power enterprise-wide member engagement


Sunnyvale, CA [October 22, 2021): eGain Corporation (NASDAQ: 22nd Oct 2021 eGain Knowledge Hub™ to power member engagement

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2021 CX Trends Report

In this e-book, you’ll discover the origins of CX, the evolution into an actionable tool for customer feedback, and where the future of CX is moving towards.

Gluttonous Persuasion: The Christmas Dinner Problem Of Retail

Forrester's Customer Insights

Retailers: of course it’s ok to influence people to choose your products. What you should avoid is veering from persuasion into coercive and deceptive design (formerly referred to as dark patterns).

Experience ID and Customer Data Platforms: Accelerate your CX program through integration


A best-in-class CX program , powered by Qualtrics Experience ID, requires a steady stream of reliable customer data to hydrate the XM Directory.

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Learn From Amazon’s Approach To Innovation

Forrester's Customer Insights

Investigate the concepts that guide Amazon’s approach to innovation. There will be elements of great relevance for your organization. You can learn from and embrace these elements to fundamentally rethink your own approach to innovation.

How Discovery Plus Markets Complex Streaming Pptions to an International Audience


The streaming network delivers automatic recommendations and notifications to a large, multi-lingual audience through orchestration platform Blueshift. The post How Discovery Plus Markets Complex Streaming Pptions to an International Audience appeared first on Blueshift. In the News

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AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!

6 SME Tips For A Better Qualitative Market Research Services

Magellan Solutions

An overview of market research services. With market research services , many SMEs were able to make a consistently growing brand. . Moreso, a regular market research, helped SMEs understand their target market, identify consumer problems and pinpoint realistic competitors.

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How to communicate effectively and deliver real value

Doing CX Right

Bob Burg, Hall of Fame Keynote Speaker and co-author of “The Go-Giver.” shares how to deliver real customer value to achieve business results. The post How to communicate effectively and deliver real value appeared first on Doing CX Right. DoingCXRight®? Podcast bob burg communication value

How to Integrate DialogFlow CX with Whatsapp


Chatbots are conversational agents or programmes that can speak with a user on the Internet.

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Oh, Snap: Data Deprecation Cuts Into Revenue

Forrester's Customer Insights

Don’t say we didn’t warn you. While reporting Snapchat’s Q3 results yesterday, CEO Evan Spiegel conceded Apple’s App Tracking Transparency (ATT) framework “disrupted” Snap’s advertising business as it reported lower-than-expected earnings.

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Optimizing Your Customer Journey In 2021

You know it’s important to optimize your customer journey, but you’re not sure which part of that journey to focus on. Customer interactions across multiple touchpoints mean it can be tricky to isolate a specific part that’s going to deliver the best results for you - and your customers. Creating a strong customer experience is now one of the most important priorities businesses focus on. Don’t be left behind. Time to take a customer first approach & start looking at strategies you can implement to optimize your customer journey. Download the guide today!