Stella Connect
NOVEMBER 2, 2021
Black Friday is approaching fast. It’ll be off to the races as customers flock to your business with money ready to be spent throughout the holiday season, but with this all-out blitz of consumer spending also comes the inevitable: angry customers. Everything you’ve done so far this year has prepared the customer service team for what’s on the horizon.
Call Experts
NOVEMBER 4, 2021
Outsourcing customer service is one cost-effective way to improve the service quality that your company offers, particularly if you are just starting or your business is creating too much pressure on your existing customer service team. As more companies are using internet presence to handle support , the world of outsourced customer service is becoming more popular.
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The DiJulius Group
NOVEMBER 2, 2021
Are you feeling the pressure of high customer demands? Customer service is on the decline, and now is the time to stand out. To differentiate yourself from the competition, you must anticipate your service defects and put protocols in place to make it right. Are your team members trained and equipped to handle challenging customer. Read Full Article.
Experience Investigators by 360Connext
NOVEMBER 2, 2021
Creating customer personas is an important part of any customer journey mapping exercise or really any customer experience management program. But what are they, really? How are they created? And how can you overcome the obstacles that tend to keep organizations from creating truly great, useful personas? That’s what we’ll tackle today. What is a Customer Persona?
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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.
InMoment XI
NOVEMBER 4, 2021
Has your customer experience (CX) program matured or just begun? Or is it somewhere in the middle? No matter where you’re at, CX program goals need consistent tweaking to be aligned to greater business initiatives. And with the proper alignment, your company can drive better decisions that will positively impact your customers, employees, and bottom line.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Clarivate
NOVEMBER 4, 2021
In March 2020, a new Clarivate Center of Excellence (CoE) opened in Penang, Malaysia, to provide sales and support to global customers. It’s one of three Clarivate CoEs that deliver world-class services, with the other two based in Chandler, U.S., and in Belgrade, Serbia. Teams from Customer Care, Content Editing (Patent Translations & Enhancement), Inside Sales, IT, Finance and HR are located in the Penang CoE providing customers access to core Clarivate services.
Inbenta
NOVEMBER 3, 2021
Contents: – What is federated search? . -Types of federated, unified search. -Benefits of implementing federated search. The amount of content and data keeps growing, year after year, and the fragmentation of content has become a real issue. Companies have content everywhere, on numerous platforms. How do you ensure that people find the information they want when there are so many search options?
InMoment XI
NOVEMBER 2, 2021
At the end of the day, investing in customer experience (CX) is about more than just the score. Sure, it’s great to see a boost in CX metrics like NPS , CSAT , and CES , but what really drives impact? Creating tangible value for your business—and that means proving that sometimes elusive CX ROI. Historically, CX practitioners have struggled to assign a dollar amount to the value of their programs.
ShepHyken
NOVEMBER 5, 2021
Jacob Borgeson is the Product Marketing Director at Khoros where he helps brands understand how communities can help their businesses. He shares the challenges and limitations of using surveys to gather feedback about customer experience. Surveys will always be a critical component of a brand’s customer engagement strategy. Not only are they essential for businesses to improve, but they provide an outlet for customers to share meaningful brand feedback. .
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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.
Daniel Group
NOVEMBER 4, 2021
November 5, 2021. The Daniel Group Announces One Million B2B Customer Feedback Surveys. The Daniel Group is pleased to announce that it has completed more than a million B2B Customer Feedback Surveys. The insights from this survey data will help The Daniel Group’s clients continue to measure, manage, and improve their customer experience. “What began as an idea with a single construction equipment dealer has grown into a service trusted by industrial equipment dealers and manufacture
Totango
NOVEMBER 3, 2021
The Net Promoter Score question provides one of the most effective tools for predicting customer loyalty and brand advocacy. It reflects both how enthusiastic customers are about your brand and how likely they are to recommend you to others. However, the value of NPS surveys depends on how you go about conducting them as well as what you do with the data you collect.
SurveyGizmo
NOVEMBER 4, 2021
This is part 1 in a 5-part series. Please download our CX Predictions for 2022 ebook for our full report. COVID killed brand loyalty. How will we bring the mojo back in 2022? Brand loyalty took a nosedive during the pandemic with 75% of consumers trying a new shopping behavior since COVID started. This includes trying new brands, new retailers, and new generics.
ProProfs Chat
OCTOBER 30, 2021
The possibility of achieving sustainable business growth will get decimated if you cannot get on your customer’s pulse. When you don’t know what’s best about your services, you won’t be able to do more of it. Similarly, without knowing what’s the worst about them, you can’t stop doing it. This is where the importance of customer feedback plays its part.
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!
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Daniel Group
NOVEMBER 4, 2021
Joy, Research Analyst, The Daniel Group. Joy, long-time Research Analyst at The Daniel Group, discusses the power of conversation and how The Daniel Group surveys invite engagement. Complete transcript. “Yes, Bob. Well, we certainly appreciate the feedback. Oh, you’re welcome. Have a great rest of your day.”. Hi, I’m Joy, a research analyst here at the Daniel Group.
Totango
NOVEMBER 3, 2021
The Net Promoter Score question provides one of the most effective tools for predicting customer loyalty and brand advocacy. It reflects both how enthusiastic customers are about your brand and how likely they are to recommend you to others. However, the value of NPS surveys depends on how you go about conducting them as well as what you do with the data you collect.
SurveyGizmo
NOVEMBER 5, 2021
This is part 3 in a 5-part series. Please download our CX Predictions for 2022 ebook for our full report. CX Lags Behind. Many Customer Experience (CX) teams lack the data integration of their Sales and Marketing counterparts. Sales departments tend to operate using a customer relationship management (CRM) tool like Salesforce (SFDC) and, by 2022, have likely already integrated with other data sets like Jira or Salesloft.
Stella Connect
NOVEMBER 4, 2021
Customer service is only successful with a lineup of agents who feel motivated and engaged — use employee recognition program examples to understand how you can appreciate your customer service team for its efforts. As they’re the frontline team members interacting with customers regularly, it can be challenging and, frankly, exhausting for agents to maintain the level of service that your brand aims to provide.
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.
Michel Falcon Experience
NOVEMBER 5, 2021
To listen to this episode on an Apple device, click here. To listen on Spotify, click here. To listen to this episode on another platform, click here. … The post #12: Why the Best Marketing is Bad Customer Service appeared first on.
Totango
NOVEMBER 3, 2021
The Net Promoter Score question provides one of the most effective tools for predicting customer loyalty and brand advocacy. It reflects both how enthusiastic customers are about your brand and how likely they are to recommend you to others. However, the value of NPS surveys depends on how you go about conducting them as well as what you do with the data you collect.
Upstream Works
NOVEMBER 4, 2021
When it comes to adopting new technology, contact centers prefer easy transitions with minimal impact on continuity. This is fine for routine updates of existing technology, but this is not sufficient for legacy-based contact centers as they try to keep up with digital-first customers. A transformational approach is needed, making omnichannel a top priority for IT decision makers.
One Millimeter Mindset
NOVEMBER 3, 2021
Clients have a voice and a choice regarding whom they do business with, initially and on an ongoing basis. Obviously, the goal is for clients to initially elect you as their go-to professional resource to serve their needs. However, will they subsequently re-elect you to serve them in the post-pandemic business ecosystem? First, the pandemic created opportunities for suppliers and consultants like you to step up and serve clients in non-traditional ways.
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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.
Kustomer
NOVEMBER 1, 2021
Have you noticed? Podcasts seem to be everywhere. According to Apple, in 2018 there were roughly 550,000 podcasts and today there are more than 2 million. If you haven’t yet braved the podcast world, likely at the very least you’ve come across the podcast app on your smart device. Launching that app is a true gateway into a world of knowledge, industry-specific information and entertainment.To that end, we’ve curated a customer service-centric podcast list for you to peruse and enjoy.
ProProfs Chat
OCTOBER 30, 2021
Today, customers have diverse needs and one solution for all isn’t going to work. The identification of what customers want is important and based on different factors, marketers need to divide people into market segments. That’s exactly what market segmentation is all about! With the help of certain shared factors, a wide population can be put into subgroups for targeted marketing.
Eptica
NOVEMBER 4, 2021
Date: Friday, November 5, 2021 Author: Pauline Ashenden - Demand Generation Manager Integrating call recording into Microsoft Teams. Published on: November 05, 2021. Author: Pauline Ashenden - Demand Generation Manager As contact centres increasingly switch to Microsoft Teams, they need to deliver key functionality, such as call recording via the platform.
Beyond Philosophy
NOVEMBER 4, 2021
Our podcast encourages listeners to tell us about problems that they would love some behavioral science or practical insights into helping them solve. We call it “I’m in a pickle,” and it is about solving real-world problems with the principles we discuss. I thought I would share a recent one we had come in here with you because many of you readers might have the same problem.
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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.
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