Sat.May 16, 2020 - Fri.May 22, 2020

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5 Reasons Why Customer Service Reporting is Important

Provide Support

The post 5 Reasons Why Customer Service Reporting is Important appeared first on Provide Support Blog.

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Omnichannel vs Multichannel Customer Service – How they Differ and Why it Matters

Comm100

Long gone are the days when customer service teams could offer just one communication channel to their customers. Today’s consumer wants choice. They want to decide whether to drop you an email, talk with a live chat agent, post a question on Facebook, or even text you through SMS. It’s not up to the brand how they communicate to the customer – it’s up to the customer to choose how they speak to the brand.

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5 Strategies to Use for Customer Acquisition in 2020

CSM Magazine

No business can thrive without new customers. And in order to get new customers, a company has to have a good customer acquisition strategy. A customer acquisition strategy needs to be a crucial business component. If you fail to devise one, you will struggle with business growth. However, the hardest bit regarding this issue is figuring out what channel suits your business best when it comes to bringing in new customers.

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Best Practices for Financial Services Surveys during COVID-19

Alida

Amidst the global COVID-19 crisis, financial organizations big and small are struggling to keep up with changing circumstances and are preparing for what comes next. Keeping communication channels open for two-way conversations with customers is pivotal in maintaining relationships while also enabling organizations to listen and adapt to their customers’ changing outlook, actions, and brand satisfaction during the pandemic.

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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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Customer Experience Will Be The Reason Businesses Survive COVID-19

InMoment XI

This article was originally published here. Regaining Traction in Business As Australia continues to manage the impact of the COVID-19 crisis, survival remains top-of-mind for businesses in every market. Businesses that emerge from the lock down period more or less intact will have a second problem – how to regain traction in a recessionary environment.

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CX Leadership: Do You Have What It Takes?

GetFeedback

The traits, discipline, and knowledge that it takes to lead a successful customer experience program.

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Best Practices for Survey Activities during COVID-19

Alida

Amidst the global COVID-19 crisis, organizations big and small are struggling to keep up with changing circumstances and preparing for what comes next. Keeping communication channels open for two-way conversations with customers is pivotal in maintaining relationships while also enabling organizations to listen and adapt to their customers’ changing wants and needs.

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5 Ways to Connect the Learner’s Journey to the Employee Journey

Experience Investigators by 360Connext

I’m really encouraged by the amount of focus and attention leaders are beginning to put on the employee experience. Not the specific role or job deliverables, but the overall well-being and journey that an employee takes with their employer. Understanding the journey from your employees’ perspective helps provide valuable perspective to encourage retention, loyalty, and even more happiness and fulfillment for the people you make your organization run.

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TechSee recognized in Gartner Cool Vendors in CRM Customer Service and Support 2020 report for its significant advances in Computer Vision AI for customer service

TechSee

Two years ago, we cracked open the champagne when Gartner named TechSee as a Cool Vendor in its CRM Customer Support and Service Report. TechSee was honored as a pioneer in Computer Vision AI-powered Visual Assistance for customer service, based on our proprietary, multi-patented technology. TechSee provides automated visual guidance for customer self-service, contact center agents and field technicians.

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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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Will Zoom Become a Customer Experience Tactic?

Michel Falcon Experience

In this episode, I welcome Troy (@troy), the co-founder of Juice Marketing (NYC) and we chat about: – If Zoom meetings will become more popular than face-to-face interactions with customers. – How to identify what type of interaction each customer wants. – How he has been managing his B2B customer experience. – What is the best restaurant in NYC?

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The Peace of Mind Call

ShepHyken

My friend Stacy Sherman , head of customer experience at Schindler Elevator Corporation , is personally dedicated to “humanizing business.”. She is not only “in the trenches,” working in the customer service and experience world, she has also been recognized as a customer experience thought leader. She recently responded to one of my tweets, which was the creative spark for this post.

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Virtual Post Sale Client Abandonment is not a Novel Scenario

One Millimeter Mindset

There’s nothing novel about virtual post-sale client abandonment. Upon consideration, you realize your company’s been doing this for years. In fact, virtual abandonment is a key component of “business as usual.”. What is novel about this post-sale scenario, to you, is that now you have to sell virtually. That’s all that’s changed. And your new perspective makes all the difference for what’s next: for you and your client relationships.

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Why This is a Great Time to Change Your Customer Habits

Beyond Philosophy

The world is somewhat depressing at the moment, but every cloud has a silver lining. On a recent podcast , we discussed how the silver lining about the pandemic is that we are already used to behaving differently as customers. When people come out of the pandemic, it presents a unique opportunity to reinforce some behaviors that you would like to change.

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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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The impact of knowledge on current customer satisfaction

Eptica

Date: Wednesday, May 20, 2020 Author: Steve Nattress The impact of knowledge on current customer satisfaction. Published on: May 20, 2020. Author: Steve Nattress Being able to deliver fast, accurate and consistent information to consumers and their queries has always been a central part of successful customer service. In the current crisis, its importance has deepened even more - knowledge is vital to delivering seamless, reassuring customer service that meets changing consumer needs.

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How to Justify a CX Program to Your CEO

Lumoa

There are a lot of stats that showcase how critical a customer experience program is to any business’ success. Some experts feel that companies stand to lose upwards of $75 billion if they don’t deliver a best-in-class experience. Other research points to a slightly lower, but still an eye-popping loss of $44 billion. While the potential revenue losses are enough to get any CEO’s attention, many companies still aren’t making CX a priority.

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Top 5 Ways to Create a Great Customer Experience Strategy in 2020

Ecrion

The recent Adobe 2020 Digital Marketing Trends Report has revealed that the #1 most exciting opportunity for companies this year is customer experience. What’s more, statistics are showing that companies who implement an effective customer experience strategy could experience a 70% increase in revenue in as short a period as 36 months. Findings such as these indicate that customer experience is one of the most valuable areas of investment.

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The future of customer experience after COVID-19

MyCustomer

Podcast: The future of CX after coronavirus. Chris Ward. Wednesday, May 20, 2020 - 08:19. Customer experience management. Employee engagement. Reputation management. The future of customer experience after COVID-19.

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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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Are You a Trusted Client Retention Specialist or a Generalist?

One Millimeter Mindset

Do you see yourself as a trusted client retention specialist or simply a generalist? In fact, do you even perceive yourself as having any type of role retaining clients? Because, here’s news. Regardless of whether you actively acquire clients, or not, you impact client retention. And, these days, the impact you make on a client’s business has strategic implications on business viability.

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7 sure-fire techniques to deliver great customer service working from home

Talkdesk

Customer-centric companies who have made the transition to work-from-home (WFH) are now relying on remote support professionals like you to connect with their customers and provide positive brand experiences. It is your job as a customer service agent to make these connections as personal, professional and effective as possible. Below you will find a list of seven sure-fire techniques to enhance your support skills and deliver great customer service while working from home. 1.

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How to Write Customer Service Representative Job Description [18 Descriptions & Titles]

ProProfs Chat

According to a study by Microsoft, 56% of people around the world have stopped doing business with a company because of poor customer service experience. That’s quite a shocking revelation but something that every business owner wouldn’t like to experience. However, it also indicates that a lot depends on the kind of customer service operators you hire for your business.

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Osmosis: What Happens BEFORE "The Path to Purchase?"

Chadwick Martin Bailey

When I go hiking, when does my “hike” really start? Is it when my shoes hit the dirt path? When I pull out of my driveway? When I park at the trail head? Or.if we go really “deep” maybe it was when I was six, learning to play baseball, and ultimately built an affinity for exercise. It can be similarly hard to understand when a buyer’s path to purchase truly begins.

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How to Stay Competitive in the Evolving State of Martech

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

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If You Find COVID-19 Is Making Customers More Hostile, You’re Not Alone.

Myra Golden

As some companies begin phasing back into office work, employees are worried. They fear to be in intense interactions with frustrated customers. They fear they won’t be able to diffuse anger and de-escalate. These are the top concerns I’m hearing from clients about re-opening: Front-facing employees worry about potential fallout when they tell customers masks are required for entry.

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Build a better employee experience with Talkdesk Workforce Engagement Management

Talkdesk

The Impact of Employee Engagement in the Contact Center What exactly is employee engagement? Why is it so critical to the customer experience and operational efficiency in the contact center? “Employee engagement is defined as the emotional investment employees make in their organizations. It is the passion, involvement, and motivation they bring to work, which they use to guide their work.” – HR Technologist.

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Post Pandemic Silver Lining: Are You Grasping This Incredible opportunity?

Beyond Philosophy

Post Pandemic Silver Lining: Are You Grasping This Incredible opportunity? As everything starts to open, what is the silver lining of the pandemic? This is a unique opportunity to change customers’ habits and there has never been a better time to help customers form new habits. As states have reopened and people are emerging from their homes into the bright light of the post-pandemic world, we have a unique opportunity to make some changes in customer behavior that can lead to customer-dri

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My Nimble experience just keeps getting better

Storyminers

Last year, I wrote an article about new ways to work. It was based on an interview with founder, Jon Ferrara. Both articles tie how Nimble , a new social selling platform, improves the lives of professional service providers. Today, Nimble just made my life easier (again) with the release of a new dashboard that saves me even more time and lets me stay focused on ‘the next right thing.’.

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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.