ShepHyken

NOVEMBER 19, 2021

This week we feature an article by Devin Pickell, a Growth Marketer at Nextiva. He shares his quick tips for keeping your customers informed through email and SMS to level up their buying experience. . The holiday season is fast approaching, and you’re an online merchant expecting a large volume of orders to come through soon. That’s great news! But while you’re fulfilling orders, it’s imperative that you keep your customers in the loop on channels like email and SMS.

Marketing 219

Marketing Metrics Customer Service Customer Experience 219

Contact Center Pipeline

NOVEMBER 18, 2021

As COVID-19 restrictions ease, contact center leaders are planning what their future work environment will look like. The hybrid work model, in which agents work at home but come into the center a few times a week, is gaining prominence as a way to meet agents’ demands for more flexibility, better work-life balance and the […].

Contact Center 244

Contact Center 244

Totango

NOVEMBER 15, 2021

Customer success tools extend the functionality of your CS platform, multiplying its value. By connecting data from other success tools to your CS tool, you can view and manage all your customer data from one place instead of leaving it isolated in separate information silos. This allows you to leverage all your data by integrating it into your customer success strategy.

CRM 91

CRM Upselling SaaS Chatbots 91

Beyond Philosophy

NOVEMBER 18, 2021

Consumers do insane, possibly dangerous things when they feel a threat to their resources. In particular, highly commoditized resources we perceive as necessary for basic functioning. Unfortunately, panic buying shows that the difference between everyday life and chaos has a thin margin. However, it also reveals a powerful tool in your customer strategy: Scarcity.

Marketing 221

Marketing Sales Consulting Consulting 221

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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

ShepHyken

NOVEMBER 17, 2021

Here’s a question, and I think I know the answer. Would you do business with an airline that didn’t offer the ability to book a ticket online, check-in online, and get your boarding pass online? . Assuming that every other airline has these self-service digital options, what if one didn’t? Would you be willing to call for a reservation, wait on hold, pull out your credit card to verbally give your payment information, and stand in line at the ticket counter to check in on the day of departure?

Airlines 323

Airlines Self service Customer Service Customer Experience 323

Bill Quiseng

NOVEMBER 13, 2021

A while back, I wrote an article entitled “Great Service is Great Theater”. Today I want to offer another article about the very same subject, an encore performance so to say. So, here it is: There are some who say that they, as customer service professionals, have been trained to act the part to be happy to serve. They believe they are acting. They claim they can never “be the part” to be happy to serve.

Customer Service 183

Customer Service Customer Experience 183

Beyond Philosophy

NOVEMBER 13, 2021

Scarcity is something are more used to these days, particularly in light of the supply chain problems we see. Scarcity is something we feel when we are doing thing we have enough of what we need. If we don’t fix the problems at the ports, and the related problem of driver shortages to bring things in from the ports, we might see quite a few empty shelves this holiday season.

Consulting 195

Consulting Consulting Marketing Surveys 195

ShepHyken

NOVEMBER 16, 2021

Courageous Culture. Bringing Great Customer Experience Ideas Forward. Shep Hyken interviews Karin Hurt and David Dye, CEO and President of Let’s Grow?Leaders.?They are known for practical tools and leadership development programs that stick. Karin and David are the?award-winning authors of five books including, ?Courageous Cultures: How to Build Teams of Micro-Innovators,?

Customer Experience 191

Customer Experience Feedback Management Customer Service 191

Contact Center Pipeline

NOVEMBER 16, 2021

A trainee pulls me aside, and I’m not sure about the reason… maybe it’s something we covered in a class? The trainee starts crying. She tells me that her landlord is asking their family to vacate their apartment, and an eviction notice has been nailed to the door. They tried unsuccessfully to talk it out […].

147

147

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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

ProProfs Blog

NOVEMBER 19, 2021

At some point in time, we all have answered a poll – Whether it was a question about our ideal election candidate or our favorite beverage brand. We love when somebody cares about our opinions. . And just like online surveys, poll questions are also a great way to gauge public opinion on a specific topic. A poll is nothing but a mini-survey having one or two questions that help you connect with your audience for on-the-spot feedback.

Finance 147

Finance Surveys Feedback Education 147

SharpenCX

NOVEMBER 17, 2021

Long-term customers are more valuable to your company’s growth than you may think. A study from Harvard Business School found that increasing customer retention rates by even 5% can boost your company’s profits by 25-95%. And, when compared to the cost of customer acquisition, customer retention costs almost 5x less than bringing new customers under your umbrella.

Customer retention 145

Customer retention Personalization Accountability Customer Experience 145

ShepHyken

NOVEMBER 15, 2021

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. Lego Customers Lose Millions of Pieces a Year. The Company’s 4-Word Response Is the Best I’ve Ever Seen by Jason Aten.

Customer Service 191

Customer Service Metrics Call Center Customer Experience 191

Contact Center Pipeline

NOVEMBER 18, 2021

5th Talent International has completed three contact center work-at-home studies since the beginning of the 2020 pandemic. We learned that most employees prefer the hybrid model, which is a mix of splitting their time between their home and the center. Our April 2021 study highlighted that the collective time employees want to spend working at […].

Contact Center 130

Contact Center 130

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CX leaders are in a gold rush for AI, lured by the promise of cost savings and a revolution in service delivery. But simply deploying AI in your contact center isn't a magic bullet. There are hidden dangers that can derail your AI dreams. Recent incidents, such as the missteps of an AI chatbot deployed by Air Canada, have underscored the complexities and risks involved in leveraging AI in customer-facing roles.

Contact Center

ProProfs Blog

NOVEMBER 15, 2021

While searching for the best survey tools, you might have bumped into Typeform. It is one of the leading survey software used across marketing, HR, customer success, education, and various other industries. . Even though Typeform offers multiple advantages, it isn’t the right fit for all business needs. That’s why more and more businesses today are looking for Typeform alternatives that are easy on the pocket and offer the best-in-class features.

Surveys 148

Surveys Analytics Enterprise Feedback 148

Nextiva

NOVEMBER 17, 2021

Of all the problems that plague growing businesses, the most frustrating is trying to understand user behavior. But then, when you think you've figured it all out, loyal customers begin to leave without warning. Or, new visitors spend hours on your pricing page only to leave without buying. Every team — from support to sales […]. The post How to Use a Customer Journey Map to Keep More Customers [+ Real Examples] first appeared on Nextiva Blog.

Journey mapping 136

Journey mapping Sales Customer Experience 136

TechSee

NOVEMBER 16, 2021

The pandemic has transformed how field service is delivered, with the industry focused on servicing customers in the most efficient way possible. On the one hand, 65% of customers report that they would avoid technician visits unless strictly necessary, a sentiment that has resulted in the explosion of remote service delivery. On the other hand, 62% of customers still expect their issues to be repaired as quickly as ever.

Self service 109

Self service CRM Technology Customer Experience 109

Contact Center Pipeline

NOVEMBER 17, 2021

Admittedly, I have not worked in a lot of different industries, but it is hard to imagine there are many that have a greater penchant for acronyms than the contact center space. When I first got involved in this industry about 20 years ago, my early impression was that practitioners could conduct an entire conversation […].

Contact Center 130

Contact Center Technology Management 130

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? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

Customer Experience

ProProfs Blog

NOVEMBER 15, 2021

Entrepreneurs wishing to scale their business often fall prey to expensive consultants and time-consuming PR experts. The result? A few of them experience positive outcomes while others don’t. What if I tell you that you could achieve the same by sending out business surveys questions while spending negligible time and money. . Yes! You heard that right.

Surveys 144

Surveys Feedback Morale Customer effort 144

Eptica

NOVEMBER 19, 2021

Date: Friday, November 19, 2021 Author: Pauline Ashenden - Demand Generation Manager The secrets to driving up First Contact Resolution rates. Published on: November 19, 2021. Author: Pauline Ashenden - Demand Generation Manager Today, customer service is central to differentiating your company. And being able to resolve customer queries on the first call is one of the hallmarks of good customer service.

Best practices 126

Best practices Self service Metrics Customer Service 126

Outsource Consultants

NOVEMBER 17, 2021

Sometimes the most challenging math problem in business is simply the act of counting our blessings. The last 18 months put every industry on their heels — and many are just now coming to terms with how their work will be forever changed. For BPO providers , with clients expecting seamless and stable service (no excuses), many of these pandemic challenges were tackled in the background, minimizing the impact to clients.

outsourcing 119

outsourcing Call Center Employee engagement Consulting 119

Totango

NOVEMBER 15, 2021

Customer success tools extend the functionality of your CS platform, multiplying its value. By connecting data from other success tools to your CS tool, you can view and manage all your customer data from one place instead of leaving it isolated in separate information silos. This allows you to leverage all your data by integrating it into your customer success strategy.

CRM 114

CRM Upselling SaaS Chatbots 114

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Nicereply

NOVEMBER 16, 2021

When it comes to providing good customer service the majority of companies already know how important it is to measure customer satisfaction. Even numbers say that 81% of satisfied customers are more likely to do business with you again if they have a positive experience. But, what is even more interesting and essential to accept is that 95% of customers will “take action” after a negative experience – like sharing concerns with friends and family, or in the worst-case, churning.

Surveys 111

Surveys Metrics Analytics Enterprise 111

NICE inContact

NOVEMBER 16, 2021

Watch our demo video to see CXone in action and then contact us to find out more about how CXone can help you improve your business results through more satisfying customer experiences.

Best practices 104

Best practices Contact Center Customer Experience Management 104

Quality Contact Solutions

NOVEMBER 19, 2021

There have been many changes to telemarketing rules and regulations in 2021. The most notable change was the April 1, 2021, U.S. Supreme Court decision in Facebook v. Druid. That decision effectively neutered the plaintiff’s bar in their pursuit of Telephone Consumer Protection Act (TCPA) class action lawsuits across the U.S. Here are the top takeaways from the decision: The decision narrowed the definition of an autodialer.

Telemarketing 98

Telemarketing outsourcing Marketing Technology 98

CSM Magazine

NOVEMBER 19, 2021

Daniel Fallmann, Founder & CEO of Mindbreeze explains how artificial intelligence can be utilized to provide a holistic view of customers and help identify potential problems ahead of time. In the world today, time is everything. Everybody is looking to save time and use it productively. With customer service, this is no different. Customers want to get help fast, and if your company fails to provide it, you risk losing their business.

Customer Service 98

Customer Service Enterprise Big data Technology 98

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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

Hodusoft

NOVEMBER 17, 2021

The ultimate guide to the omnichannel contact center software. Modern consumers are technologically inclined and driven by efficiency. In response, they expect seamless interaction across channels. Customer care executives should be able to give them the service they anticipate. The use of an omnichannel contact center makes it simple to keep up with the expectations of a modern consumer.

Contact center software 98

Contact center software Contact Center Multichannel Best practices 98

Spearline

NOVEMBER 18, 2021

We live in an age of instant gratification. There is a constant 24/7/365 endless open demand for fast data and information. Instant, straightforward communication is a massive want, and need, especially for the customer. Your webpage should load instantly with all of its assets and graphics. You want fast and reliable communication when messaging. High end-to-end speed is a necessity.

Telecommunications 98

Telecommunications Call flow Benchmark Personalization 98

kommunicate

NOVEMBER 17, 2021

A Chatbot is an application that uses pre-written messages to communicate with users. This communication could take the form of text messages or even voice messages. There are various ways and technologies available for developing a chatbot. Depending on the use case, some chatbot technologies are more appropriate than others. Kommunicate is one such solution, [.].

APIs 98

APIs Chatbots Technology 98