BlueOcean

FEBRUARY 22, 2024

It’s human nature to focus on the red flags that pop up when you’re deep into the customer support RFP process. But knowing what a green flag looks like is just as critical. Here are a few green flag markers that help indicate that you’ve found the best-fit outsourced customer care partner. If you’ve taken part in an outsourced customer care procurement process, either as a bidder or as a buyer, we’d lay money on the fact that you’ve got some horror stories to tell.

Customer Care 177

Customer Care Entertainment Government Contact Center 177

Cyara

FEBRUARY 22, 2024

Per the question in the title of this blog post, let’s examine the phrase, break down the meaning, and then explore how “Last Mile Assurance” is relevant to and important in the context of contact centers and customer experience. To begin, let’s think literally, taking the words at face value. Assurance, according to the Merriam-Webster dictionary , can be described as “ a being certain in the mind ” or “ confidence of mind or manner ”.

Contact Center 76

Contact Center Customer Satisfaction Loyalty Interaction 76

BlueOcean

FEBRUARY 22, 2024

It’s human nature to focus on the red flags that pop up when you’re deep into the customer support RFP process. But knowing what a green flag looks like is just as critical. Here are a few green flag markers that help indicate that you’ve found the best-fit outsourced customer care partner. If you’ve taken part in an outsourced customer care procurement process, either as a bidder or as a buyer, we’d lay money on the fact that you’ve got some horror stories to tell.

Customer Care 156

Customer Care Entertainment Government Contact Center 156

Optimove

FEBRUARY 22, 2024

Discover the latest email strategies to grab the attention of your customers Download Now Why It Matters: Learn how Terminal X improved overall average order value and increased profitability based on strategic initiatives that included increased pricing and minimum shipping requirements. The Big Picture: Terminal X improved its overall business results with Optimove.

Sales 69

Sales E Commerce Multi-Channel Fashion 69

Advertisement

Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.

2024

Beyond Philosophy

FEBRUARY 22, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Ethics can be a tough thing to think about. It’s abstract, making it difficult to learn or discuss. However, we did just that on a recent podcast. As an important subject that we all need to revisit from time to time, Professor Ryan Hamilton, my co-host on the podcast shared the five rules of professional ethics that we discusse

Culture 78

Culture Fashion Workshop Sales 78

CSM Magazine

FEBRUARY 22, 2024

As a customer service professional, cultivating and exemplifying a customer service mindset is not just an asset but a necessity. It fosters loyalty, promotes positive word-of-mouth, and sets a standard for your team’s approach to service. Here are twelve ways in which you can demonstrate an authentic customer service mindset and lead by example: 1.

Customer Service 52

Customer Service Magazine Social Media Feedback 52

SurveySparrow

FEBRUARY 22, 2024

Customer retention is one of the crucial aspects of business. Since it’s plain as sky that it’s harder to acquire a new customer than to retain one, most companies go retention. Now, the next hurdle is finding the apt tool or software to help with retention. And that’s probably why you are here, right? Well, then, let’s not waste any time. Let’s start by understanding the key features a customer retention software must have. 5 Key Features to Look for in Customer Retention Software You are on

Customer Retention 52

Customer Retention 2024 E-support Loyalty Programs 52

Gainsight

FEBRUARY 22, 2024

In the dynamic landscape of community management, 2023 saw significant strides in redefining the role and impact of online customer communities for organizations. As we embark on a new year, it’s crucial to reflect on the lessons learned and set our sights on the dos and don’ts for community management in 2024. Looking back, communities have evolved far beyond their origins as mere support forums.

2024 52

2024 Management 2023 ROI 52

Forrester's Customer Insights

FEBRUARY 22, 2024

During the Predictions 2024 webinar, we got a lot of great questions around how genAI will affect customer-facing functions like marketing, CX, and sales. Check out our answers.

2024 58

2024 Webinar Sales Marketing 58

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.

Voice of Customer

Team Support

FEBRUARY 22, 2024

In today's fast-paced business environment, productivity is the name of the game. Companies are always on the lookout for ways to streamline processes, improve efficiency, and ultimately drive growth. One area that often gets overlooked is customer support. Yet, it's a critical touchpoint that can make or break your relationship with customers. In this hyper-competitive landscape, merely responding to customer queries isn't enough.

Net Promoter Score 40

Net Promoter Score Omnichannel Customer Centricity NPS 40

SurveySensum

FEBRUARY 22, 2024

Imagine you are working in an organization that is incredibly famous and makes your resume stand out in a crowd of thousands. But when you join the workforce, you realize the stagnancy of growth and the lack of a work-life balance within the organization. So, what will you do – you’ll start looking for better opportunities. It isn’t just you Twice as many employees quit their jobs because they weren’t happy with the company’s culture and limited growth opportunities, compared t

Employee Experience 52

Employee Experience Net Promoter Score Feedback Demo 52

CSM Magazine

FEBRUARY 22, 2024

In the past couple of years, LinkedIn has been considered one of the prime platforms for changing the way businesses used to function. From freelancers, big sized companies, entrepreneurs everybody wants to be seen on LinkedIn to ensure that their marketing and sales efforts are worthwhile. But it is not possible for a human to handle all these tedious tasks by themselves.

Social Media 52

Social Media Sales Connections Definition 52

Optimove

FEBRUARY 22, 2024

Optimove ensures marketing starts with the customer and not campaign/product. Customer-led marketing delivers brands an average increase of 33% in CLTV.

Sales 76

Sales Brands Marketing Customers 76

Advertisement

The annual Cognition virtual conference is back on October 16, and this year it’s FREE! You’ll enjoy: Inspiring Keynotes from top learning industry leaders, providing fresh perspectives to help you outperform the competition. Hands-on, Skill-Building Sessions to elevate your growth, retention, and product adoption strategies. Exclusive First Look at the latest innovations from Thought Industries, empowering you with tools to grow faster.

2024

Clarivate

FEBRUARY 22, 2024

Clients partner with Clarivate consultants for many reasons, including strategic perspective, additional skills, complementary data sets and therapy expertise. In the research and development space, we help companies advance their drug discovery, preclinical proof-of-concept, and regulatory activities. Clarivate’s translational science expertise, regulatory and commercial experts and assets combine to complement client teams in generating long term value.

Document 64

Document Healthcare 2024 Consulting 64

Helpware

FEBRUARY 22, 2024

Offshore outsourcing usually implies a mutual benefit for partnering businesses, offering a unique blend where each party not only achieves what they expect but often receives even more. Business process outsourcing has always been a smart way of collaboration, where certain tasks and processes are delegated to another company under agreed terms. It can bring efficiency and competitive advantage to your business.

Competitive Advantage 62

Competitive Advantage 62

Forrester's Customer Insights

FEBRUARY 22, 2024

Image via Bing Image Creator Today, we’ve released a major new report for clients on employee productivity, Increase Your Organizational Productivity Now. This report builds upon Forrester’s long history of covering productivity as a dimension of Employee Experience, driven by research from my colleague David Brodeur-Johnson.

Employee Experience 59

Employee Experience Customers 59

Zonka Feedback

FEBRUARY 22, 2024

The key to extracting valuable information, insights, feedback, and opinions through your customer surveys lies in the art of crafting well-designed questions. Survey questions play a crucial role in the success of your surveys.

Feedback 59

Feedback Insights Information Customers 59

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.

White Paper

Forrester's Customer Insights

FEBRUARY 22, 2024

When it comes to adopting the right technology for your organization, one size does not fit all. Learn how high-performance IT can help your organization match the right next tech to your IT style.

Technology 58

Technology Information Insights 58

2020 Research

FEBRUARY 22, 2024

Uncover the secrets to mastering data quality in the quantitative research space with Rob Berger, EVP of Global Quantitative at Sago.

Webinar 52

Webinar 52

Forrester's Customer Insights

FEBRUARY 22, 2024

I’m often asked about the technologies and processes entailed in planning, buying, and optimizing media. Much is written about that, including Forrester’s research on using technology to develop more compelling creative and how to improve TV advertising’s planning, buying, and measurement processes. However, I’m rarely asked about the people that improve media’s results.

Marketing 57

Marketing Advertising Measurement Technology 57

Zonka Feedback

FEBRUARY 22, 2024

Creating a feedback form that garners valuable insights is crucial for businesses looking to improve their services or products. Whether you aim to measure customer satisfaction, gather product feedback, or enhance your overall service, a well-designed feedback form can be a powerful tool.

Feedback 52

Feedback Insights Customer Satisfaction Measurement 52

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

Circular Edge

FEBRUARY 22, 2024

How JDE Customers are Moving Forward with #ContinuousInnovation with 9.2 Join live: Monday, February 26, 3pm Eastern It’s true – there are many approaches, business drivers and benefits that come with a JDE upgrade, but at the end of the day, all roads lead to improved efficiency and better results. Join this session to learn about the paths Granite Properties and other customers have taken to streamline and automate business processes using Orchestrator and more with Release 23/24, as well as h

Webinar 52

Webinar Customers 52

Help Scout

FEBRUARY 22, 2024

Learn about the role of AI for healthcare and what it means for patient care, diagnostics, and administrative tasks and how best to implement it.

Healthcare 45

Healthcare Article 45

Circular Edge

FEBRUARY 22, 2024

Realize a Modern, Productive & Efficient Warehouse with Real-Time Visibility Join live: Tuesday, February 27, 3pm Eastern A modern, productive, and efficient warehouse is key to reducing costs, increasing profits and exceeding customer expectations. Join this session to learn how Hadrian, a multi-facility manufacturing organization, overcame challenges with their cycle count process using Orchestrator and low-code/no-code tools while gaining real-time visibility into warehouse operations.

Management 52

Management Customer Expectations Webinar Customers 52

ChurnZero

FEBRUARY 22, 2024

Customer success and marketing share common goals, especially if your company is one of the 61 percent of SaaS organizations with a dedicated customer marketing function to drive expansion, retention and advocacy. And, although it doesn’t always come easily, great things happen when marketing and CS unite. As ChurnZero’s first customer marketing manager, I should know.

Marketing 52

Marketing Events Multi-Channel Customer Centricity 52

Advertisement

This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.

Customer Experience