Enghouse Interactive

APRIL 16, 2021

Customer experience has never been more important. Customer service teams are under increased pressure to deliver the right answers to a growing volume of calls, across a wider range of topics than ever before. For example, over half of respondents to the latest ContactBabel UK Contact Centre Decision Maker’s Guide 2020-21 said that calls had increased due to the pandemic.

Self service 64

Self service Interactive Voice Response Chatbots Management 64

Beyond Philosophy

APRIL 16, 2021

There is a surprising lack of literature on company politics. For such an important topic that can be awkward for people, it seems there should be books, podcasts, training, and everything else on it. Today I am going to do my part on being some of the change I want to see in the world. I am sharing the five rules for dealing with company politics that I learned over my career.

Management 370

Management Consulting Consulting Personalization 370

ShepHyken

APRIL 16, 2021

This week we feature an article by Derek Goodman, entrepreneur and creator of Inbizability. He shares some tips on how to grow your client list despite a global health and economic crisis, such as the COVID-19 pandemic. The pandemic has slowed many businesses down. At times, it almost feels like the economy has ground to a halt and, as a result, clients aren’t eager to invest in new services.

Marketing 248

Marketing Personalization Customer Experience 248

CX Global Media

APRIL 16, 2021

Companies have been continuing to increase their interest and adoption of the gig model for their workforce. Like many things about remote working, the pandemic. Read more. The post Contact Center Agent Jobs: Breaking down The New Gig Model for Contact Center Agents appeared first on Customer Experience Strategy and Tactics.

Contact Center 156

Contact Center Customer Experience 156

Advertiser: ZoomInfo

Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.

Enterprise

Ansafone

APRIL 16, 2021

Brand consistency is one of the most important factors in a business’s success. When a customer can expect the same experience across all functions of your business, they will feel comfortable returning time and again. Consistency in customer service is key to this formula, and call centers excel at providing this coherence for businesses and … Increase Brand Consistency by Using a Call Center Read More ».

Call Center 118

Call Center Contact Center Customer Service outsourcing 118

Integrity Solutions

APRIL 16, 2021

Building a customer-centric culture is more challenging than you might initially think. But every organization has the ability to build a strong customer-centric culture- and it doesn’t have to be complex. The business environment is never static. The economy inevitably goes through boom and bust cycles. Disruptors, emerging trends and unexpected events — like a pandemic, for example — can throw a wrench in your carefully thought-out strategy.

Customer centricity 116

Customer centricity Coaching Employee engagement Sales 116

Talkdesk

APRIL 16, 2021

Conquer the Complexities of Outbound Engagement with Everything you Need, All in One Place Talkdesk brings the industry’s best cloud contact center together with Salesforce Sales Cloud to give your organization everything you need to convert a prospect into a happy customer. Our tight integration makes it simple to launch your outbound campaigns, proactively engage prospects and navigate the complex sales processes with ease.

Cloud contact 112

Cloud contact Contact Center Sales 112

AnswerConnect

APRIL 16, 2021

Al Cooper wanted to start a family business, and Bin There Dump That franchise allowed him to do just that. As the business continued to grow and the phone lines. The post Client Highlights: Bin There Dump That appeared first on AnswerConnect Blog.

Answering services 98

Answering services 98

Eptica

APRIL 16, 2021

Date: Friday, April 16, 2021 Author: Pauline Ashenden - Demand Generation Manager Reducing incoming call volumes while increasing customer satisfaction. Published on: April 16, 2021. Author: Pauline Ashenden - Demand Generation Manager How can contact centres successfully deal with a rising volume of customer calls, delivering efficient, effective and fast service?

Chatbots 72

Chatbots Self service Best practices Management 72

Advertisement

Step-by-step instructions on how to use AI for growth in your contact center Learn how AI can transform your contact center operations. In this ebook, dig into the different AI technologies, then see how each can help automate tasks, streamline service, and turn your contact center from a cost center to a profit house. Plus, we’ll give you practical tips on choosing the right AI tools, getting them up and running, and measuring their impact.

Contact Center

Totango

APRIL 16, 2021

Personalized customer engagement promotes more active use of your product and stronger relationships with your brand. Personalization builds customer trust in your brand, strengthening your relationship. This lays the groundwork for subscription renewals and upsell opportunities. Learn what types of communication you can personalize and what techniques you can use to promote personal engagement.

Personalization 70

Personalization Upselling Benchmark SaaS 70

SharpenCX

APRIL 16, 2021

How do you react when you have a bad day? And what about when you feel out of the loop or under appreciated at work? If you’re anything like me, you probably don’t feel like talking to a bunch of people. And you certainly don’t have the energy (or the grace) to help people with their problems. You’re dealing with plenty of your own. When I have a bad day, I stay silent.

Customer Service 67

Customer Service Construction Coaching Metrics 67

Totango

APRIL 16, 2021

Engaging your customers is the key to lowering churn and leaving no client behind. Knowing the user engagement metrics that matter for your business can help improve your performance. Here are six top KPI categories to track: License utilization. Product adoption rate. Stakeholder engagement. Customer health score. Customer sentiment indicator. Support metrics.

Metrics 70

Metrics Journey mapping Accountability Best practices 70

aircall

APRIL 16, 2021

SaaS software, also known as cloud-based software, has now gone mainstream, making it easy for teams to leverage all the software programs they need to work collaboratively, wherever they are. The acceleration of digital transformation means it’s possible for different business tools to work together seamlessly better than ever before, giving you a fully-contained digital ecosystem.

SaaS 62

SaaS Sales Coaching APIs 62

Advertiser: ZoomInfo

Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. The reason for its rise? AI increases teams’ productivity by predicting and automating actions that require manual effort. In other words, the research that takes reps hours, AI can do in seconds. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data.

Sales

CSM Magazine

APRIL 16, 2021

Customers always come first – and they’re always right. It doesn’t matter which of the two you believe because they are the standards when it comes to business ethics. In email marketing, following these standards doesn’t only mean being honest with your customers. Using tools to tend to their concerns or deliver relevant content are also part of your responsibility.

Marketing 59

Marketing CRM Personalization Accountability 59

AnswerConnect

APRIL 16, 2021

Al Cooper wanted to start a family business, and Bin There Dump That franchise allowed him to do just that. As the business continued to grow and the phone lines. The post Client Highlights: Bin There Dump That appeared first on AnswerConnect Blog.

Answering services 52

Answering services 52

Nuance

APRIL 16, 2021

The business of fraud is booming. Identity theft cases doubled in 2020, according to the U.S. Federal Trade Commission. Another study from December 2020 found that 47% of adults in the U.S. have experienced identity theft in the past two years, losing $712.4 billion in 2020—and those are just the reported numbers. We can assume [.] The post Mitigating risk of unemployment fraud with AI and biometrics appeared first on What’s next.

Enterprise 52

Enterprise 52

CSM Magazine

APRIL 16, 2021

When an individual buys a product online, the company that they buy it from is generally responsible for any damages that it incurs along the way. If the package was damaged in transit, the shipper might be responsible. The seller may request that the shipper reimburse them for the cost of the replaced product and refund the money for shipping. Things are a bit more complicated when it comes to companies that import and export products.

Transportation 52

Transportation 52

Advertisement

Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

Analytics

Education Services Group

APRIL 16, 2021

As Customer Success practitioners, we know that everyone would love a how-to manual with all the best ways to implement and grow their CS organizations. From the beginning, we’ve been dedicated to helping businesses navigate this emerging discipline. What we’ve learned is that there is no one “right” way to do Customer Success. But there are ways to make the process of building and expanding your CS practice much easier on everybody.

Chief Customer Officer 52

Chief Customer Officer Benchmark Metrics industry standards 52

CSM Magazine

APRIL 16, 2021

If you are using display screen equipment (DSE) at work it’s important that you have your eyes checked regularly. Long periods spent working at your screen can cause tired eyes, discomfort, headaches or even short-sightedness. As a result of your eye test, it may be recommended that you try bifocals. You might think you’re too young for bifocals, but as your vision can begin to deteriorate and show signs of presbyopia from as young as 40, it makes sense to consider your lens and vision opt

Technology 52

Technology 52

TCN

APRIL 16, 2021

As a call center, there are many details that go into accomplishing strategic success. The. The post 5 Metrics Your Call Center Needs Now appeared first on TCN.

Call Center 52

Call Center Metrics call center software 52

CSM Magazine

APRIL 16, 2021

CRM stands for Customer Relationship Management. CRM software provides users with access to a range of technologies that track and report metrics related to customer interactions, sales, productivity, and much more. Companies that do not leverage CRM software may struggle to produce accurate data on the state of interactions between the brand and the customer base.

CRM 52

CRM Customer retention Sales Metrics 52

Advertiser: ZoomInfo

Modern go-to-market teams know it takes more than one email to break through the noise. Multiple touchpoints means more ways to get your pitch right — and, potentially, more ways to be wrong. The good news? Once you know how to write compelling, one-off emails to entice prospective customers, you can easily do the same across a short sequence of emails.

Sales

Connecting the Dots

APRIL 16, 2021

CCMC ~. Quality and customer service have become closely allied under the umbrella of Customer Experience and Customer Experience Strategy. CCMC’s benchmarking of more than 120 companies found that when Quality, Service and Insights are closely aligned, customer satisfaction metrics increased at twice their prior annual rate. [1]. While Quality used to focus solely on product quality, it now focuses on processes related to customer satisfaction, such as the setting of customer expectations and o

Customer Experience 48

Customer Experience Complaint resolution Benchmark Metrics 48

CSM Magazine

APRIL 16, 2021

The world has moved online. Choice is no longer an afternoon spent on the high street. Choice is the swipe of a screen away. Staying competitive isn’t easy, but there are ways and means of remaining relevant. If you think that your business is doing just fine without any need to prepare for the future, good luck. Remember, if you see peace, plan for war.

Technology 52

Technology Metrics Sales Marketing 52

Solvvy

APRIL 16, 2021

Chatbots are not a one-size-fits-all technology, and the differences between them are more nuanced that one might assume. Yes, older chatbots (“legacy”) and conversational artificial intelligence (AI) chatbots (“next gen”) can both help your business achieve always-on support coverage and deliver faster responses to customer questions.

Chatbots 48

Chatbots Telecommunications Analytics Technology 48

CSM Magazine

APRIL 16, 2021

When you’re working on a tight budget, the quick solution is to cut back on spending and allocate funds for high-priority functions. You can’t just cut back on product development and digital marketing spending, and you can’t reduce salaries. So, what do you do? During difficult times, some companies, unfortunately, look to save a couple of dollars from their customer service budget.

Customer Service 52

Customer Service Advertising Marketing Enterprise 52

Advertisement

Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.

Customer Experience

Zappix

APRIL 16, 2021

With the proliferation of digital services over the past five years — highly accelerated by the COVID-19 pandemic — customers are demanding more and more digital solutions, and expect better automation and self-service than ever before. To avoid customer enragement and unlock customer engagement.

Self service 40

Self service 40

SmartKarrot

APRIL 16, 2021

The year 2020 invited a couple of unwelcomed guests that saw a rise in a ton of burnout, stress, and overtime work schedules. A whopping 71% of the employees felt burnt out at least once that year. And the velocity of the workers rating their stress level as ‘very high’ rose to 42%. This elevated burnout and stress stand as a clear testament to the testing times.

Management 10

Management B2B Feedback Personalization 10

SmartKarrot

APRIL 16, 2021

Role: Vice President of Customer Success Location: New York, NY, US Organization: The Suite As a Vice President of Customer Success, your mission will be to ensure the success and retention of the Company’s customers across all segments with a focus on their Enterprise segment. Work alongside the CRO in formulating and executing on the high-level customer success strategy and plan required to ensure that the team exceeds its KPIs and the company exceeds its goals.

Accountability 10

Accountability Upselling Coaching Metrics 10