InMoment XI

OCTOBER 12, 2023

Omnichannel contact center solutions should be more than just a few buzzwords that are thrown around in your boardrooms. They should be strategies that deliver the seamless, convenient, and efficient interactions with brands that customers expect. By integrating multiple communication channels into a unified system, businesses can significantly enhance the customer experience We have outlined four benefits that omnichannel contact center solutions will have on your business.

Contact Center 195

Contact Center Omnichannel Customer Experience Social Media 195

Call Experts

OCTOBER 12, 2023

In an increasingly digital world, where communication often occurs through screens and keyboards, there are moments when we find ourselves saying, I need to speak to someone!” Whether seeking assistance with a complex issue, making a critical inquiry, or simply wanting to connect with another human being, the phrase “I need to speak to someone” holds a special significance.

Customer Satisfaction 105

Customer Satisfaction Connections Exceptional Customer Service Technology 105

Blueshift

OCTOBER 12, 2023

We are back with a new blog in our Deliverability Doctors blog series – and this time we are talking about protecting your email deliverability, as well as the potential roadblocks you could encounter! Like every other challenge, sometimes email deliverability problems don’t emerge suddenly. If you didn’t notice the slight changes in the behavior of your email metrics, you are mistaken.

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Events Blog Metrics Article 105

ShepHyken

OCTOBER 12, 2023

This week, we feature an article by Philip Portman, Founder/CEO of Textdrip , a texting platform for insurance, mortgage, real estate, and solar sales. He shares how SMS automation can be leveraged to enhance customer experiences by providing personalized and timely interactions. In an era where customers value personalized and timely interactions, SMS automation has emerged as a powerful tool to create exceptional customer experiences.

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Customer Satisfaction Insurance Customers Communication 72

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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

OCTOBER 12, 2023

If you have too much to do because you’ve agreed to do too many things, then you could suffer from a cognitive bias identified and explained by Daniel Kahneman and Amos Tversky called the Planning Fallacy. Today, we look at why this happens and what you can do about it in the future. The Planning Fallacy is rooted in optimism and affected by how we think about the future.

Healthcare 88

Healthcare 2005 Banking Consumers 88

BirdEye

OCTOBER 12, 2023

Online reviews heavily influence a consumer’s decision to buy from your business. Positive reviews are great for sales. And they bolster your online reputation management efforts. By generating personalized responses and continuously monitoring feedback, businesses can mitigate the damage caused by negative customer reviews and use them as catalysts for improvement.

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2023 Feedback Consumers Demo 59

Cyara

OCTOBER 12, 2023

Every year, the term "Open Enrollment" instills fear into management teams and agents at contact centers across the United States. Despite awareness of its impending arrival, open enrollment continues to pose numerous challenges for contact centers nationwide.

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Contact Center Management Insurance Feedback 76

BirdEye

OCTOBER 12, 2023

The people who take part in your surveys are just as crucial as the accuracy of the survey results. Unfortunately, finding the right survey respondents can be challenging for many business owners. If you’re on the hunt for customer opinions, you need to target the correct audience — one that will be fair but honest. And knowing where and how to find that audience is key.

Social Media 59

Social Media Net Promoter Score Feedback Demo 59

Magellan Solutions

OCTOBER 12, 2023

Fun fact: 71% of clients will suggest a business if they had a good experience with their services? In today’s business environment, impressing customers isn’t just a perk. It’s becoming a strategic necessity to outperform their competitors. However, captivating your customer’s interest is not as simple as it might seem. One of the ways companies achieve customer service excellence is by providing a responsive, empathetic platform and this is what inbound customer support services aim for.

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Customer Satisfaction Net Promoter Score Multi-Channel Effort Score 52

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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.

Voice of Customer

CSM Magazine

OCTOBER 12, 2023

Sabio Group, the global digital experience transformation services specialist, has partnered with customer engagement expert Martin Hill-Wilson to release the 2023 edition of its acclaimed CX Realities white paper series. The new report provides organisations with strategic guidance on adapting to the seismic shifts in customer behaviour that are reshaping customer journey and contact service strategies.

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2023 White Paper Omnichannel Download 52

SurveySparrow

OCTOBER 12, 2023

Have you ever wondered how questionnaires drive insightful decisions? They are not just forms with a series of questions but a tool for understanding your audience. Imagine being able to precisely decipher the thoughts, preferences, and desires by tapping into their collective psyche. Well, it’s not just a possibility anymore. In this blog, we will look into how questionnaires can transform the way you make decisions.

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Feedback Measurement Insights Presentation 52

CSM Magazine

OCTOBER 12, 2023

Sandra Haworth, Marketing Director at Cirrus Response , gives some good reasons why you should consider changing contact centre provider. As ironic as it might sound, change is the one constant when it comes to business. Every business must be aware change is happening, even if they don’t know what it’s going to be or precisely when it’s going to happen.

Social Media 52

Social Media Omnichannel Innovation Customer Expectations 52

Brad Cleveland Blog

OCTOBER 12, 2023

Recently, I was interviewed by Ziptone, the online resource for customer contact professionals in the Netherlands. It was a pleasure to talk with them about developments in customer experience, customer service and contact centers. Here is the beginning of the … Continue reading → The post A Fascinating Time for CX appeared first on Brad Cleveland.

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Contact Center Customer Service Customer Experience Call Center 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

SurveySensum

OCTOBER 12, 2023

InMoment is a customer feedback platform that helps you understand the voice of your customers , get actionable insights from qualitative feedback, and auto-categorize unstructured feedback from surveys, online reviews, support tickets, and more. But like every other customer feedback tool, InMoment also has some drawbacks that have encouraged users, such as yourself, to look for InMoment alternatives.

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2023 NPS Feedback Metrics 52

CSM Magazine

OCTOBER 12, 2023

Futures market trading is a world of constant movement and challenges. Success here depends on various factors, from strategies to risk management. However, one often underestimated factor can be a game-changer: exceptional customer service. When people think of customer service, they typically picture helpful voices on the other end of a phone line or friendly faces at a retail store.

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Exceptional Customer Service Customer Service Marketing Financial 52

Feedbackly

OCTOBER 12, 2023

The importance of optimizing touchpoints in a customer journey needs no special introduction. As conjunctions of contact between the customer and brand, touchpoints play a major role in the quality of the overall customer experience. But, some touchpoints are more influential and pivotal than others. They are used more often by customers and demand special attention.

Touchpoint 52

Touchpoint Customer Journey Mapping Customer Journey Social Media 52

Northridge Group

OCTOBER 12, 2023

To increase customer retention rates and reduce churn, you can transform your call center into a loyalty center. Use these four tactics to improve brand loyalty. The post Four Ways to Transform Your Contact Center into a Loyalty Center first appeared on Northridge Group.

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Contact Center Loyalty Call Center Customer Retention 52

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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.

White Paper

West Monroe

OCTOBER 12, 2023

Healthcare organizations have become a prime target for malicious cyberattacks that have surged in recent years—and only show signs of increasing. The motivations behind these attacks range from extortion to espionage and even cyber warfare. While government officials, technology professionals, and security officers have sounded the alarm for years, dire warnings are increasingly coming from organizations like the Joint Commission , ECRI , and the FBI, which in 2022 ranked the healthcare s

Healthcare 52

Healthcare Hospitality 2023 Insurance 52

Gainsight

OCTOBER 12, 2023

The identity and access management company Okta provides cloud software that helps companies manage and secure user authentication into applications. They also help developers build identity controls into applications, website web services, and devices. In short, Okta is helping us build a more secure digital workplace and world. The company’s Customer Success (CS) team has been leading the first wave of the Digital CS revolution.

Touchpoint 52

Touchpoint 2022 Webinar Innovation 52

West Monroe

OCTOBER 12, 2023

Healthcare organizations have become a prime target for malicious cyberattacks that have surged in recent years—and only show signs of increasing. The motivations behind these attacks range from extortion to espionage and even cyber warfare. While government officials, technology professionals, and security officers have sounded the alarm for years, dire warnings are increasingly coming from organizations like the Joint Commission , ECRI , and the FBI, which in 2022 ranked the healthcare s

Healthcare 40

Healthcare Hospitality 2023 Insurance 40

Gainsight

OCTOBER 12, 2023

The identity and access management company Okta provides cloud software that helps companies manage and secure user authentication into applications. They also help developers build identity controls into applications, website web services, and devices. In short, Okta is helping us build a more secure digital workplace and world. The company’s Customer Success (CS) team has been leading the first wave of the Digital CS revolution.

Touchpoint 52

Touchpoint Webinar B2B Customer Success 52

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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

Customers

Brad Cleveland Blog

OCTOBER 12, 2023

Recently, I was interviewed by Ziptone, the online resource for customer contact professionals in the Netherlands. It was a pleasure to talk with them about developments in customer experience, customer service and contact centers. Here is the beginning of the … Continue reading → The post A Fascinating Time for CX appeared first on Brad Cleveland.

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Contact Center Customer Service Customer Experience Call Center 26

Brandwatch CX

OCTOBER 12, 2023

Planning for 2024? Discover the 5 must-know social media marketing trends and best practices to fuel your marketing strategy.

Social Media 111

Social Media 2024 Marketing 111

Forrester's Customer Insights

OCTOBER 12, 2023

What it takes to comply with the requirements of the EU's Corporate Sustainability Reporting Directive (CSRD).

Government 59

Government Financial 59

Clarivate

OCTOBER 12, 2023

In a world driven by rapid advancements in artificial intelligence (AI), the landscape of intellectual property (IP) law and practice is poised for a transformative shift. Generative AI has entered the mainstream with a ripple effect on the industry. Our latest report, Redefining AI: How IP Practice Meets the Coming Wave, puts the perception of AI front and center to understand what’s next for the IP.

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2023 Download Technology Measurement 59

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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