Comm100

OCTOBER 30, 2017

Contact center management is a difficult job. Even as an outsider, if you’ve spent any time at all working alongside a call center or contact center you’ve probably seen the same mistakes being made by management over and over regardless of the company, the market, the product or customer base. How can I fix it? How can I fix it?

Contact Center 142

Contact Center Tips Management Call Center 142

InMoment XI

MARCH 2, 2022

Classic engagement research, as practiced since the mid-1980’s, is very effective at identifying employee perceptions into the nature of their jobs, the relationship between employee and manager, employee and co-workers, and the line of sight between the employee performance and company performance.

Culture 195

Culture Connections Company eBook 195

Optimove

OCTOBER 14, 2024

2 – Manage Frequency Carefully One of the primary drivers of marketing fatigue is the volume of messages. Allow customers to set communication preferences—including how often they want to receive messages and which channels they prefer. The more targeted the message is, the more likely a customer will respond positively. #2

Consumers 59

Consumers Marketing eBook Omni-Channel 59

CX Journey

JANUARY 4, 2017

Back in November, I wrote a post about a whitepaper I penned for GMC Software on how the worlds of customer communications management (CCM) and customer experience collide, without question. It supports that much-needed focus on communications, which is often an overlooked part of the customer experience.

eBook 127

eBook Communication Software Customer Journeys 127

Comm100

OCTOBER 25, 2021

In this blog, we’ll look at the unique challenges that schools face in engaging with international students, and how digital transformation has opened a way forward for them with digital communication channels like live chat. Get ebook now. Free eBook. The Journey to Improving International Student Engagement.

Engagement 130

Engagement Tips eBook Chatbots 130

InMoment XI

OCTOBER 3, 2024

Taking the time to schedule regular check-ins, personalize communication, and remember important dates such as client anniversaries will help strengthen personal relationships and improve client retention. Effective account management requires communication across multiple departments to ensure a cohesive experience.

Customer Retention 195

Customer Retention Strategy Guest Experience Loyalty Programs 195

BlueOcean

FEBRUARY 19, 2025

In this blog post, well explore how to effectively transition your outsourced customer care program and leverage the benefits of using a collaborative cloud-based project management platform along the way. Build your process and your plan with transparency and communication as the cornerstones on which all success will be built.

Customer Care 156

Customer Care How To eBook Training 156

Daniel Group

APRIL 23, 2021

We’ve learned through our extensive research that this is just what happens when “Communication” is mentioned as something that went well! On the flipside, if “Communication” is mentioned that something that needs improve, your score may take a 40 point dip. Effective Communication is Hard—Let’s Simplify.

Feedback 124

Feedback Net Promoter Score B2C eBook 124

Comm100

OCTOBER 25, 2021

If you want a more in-depth look into this topic with top tips and tools you can use to achieve improved student experiences and engagement, take a look at our new eBook –. Get ebook now. Free eBook. On social media, the public nature of communications means that it’s especially important to maintain branding in interactions.

Social Media 130

Social Media Engagement eBook Omni-Channel 130

Comm100

DECEMBER 19, 2017

The activities in this eBook can be great training materials to improve customer service or morale in your team. Nine out of ten managers confirm that customer experience is a strategic objective for increasing sales and revenue. However, most managers do not ask what the end goal is before engaging in a CX improvement project.

Strategy 344

Strategy Customer Experience How To Customer Journeys 344

Comm100

APRIL 27, 2020

This diversity in communication channels requires that companies structure their workflows and route incoming messages efficiently to deliver on the omnichannel promise. With omnichannel, the agent in this example, Jennifer, can still see the customer’s entire history of communication with the company. A final word on routing.

Omni-Channel 147

Omni-Channel eBook Automotive CRM 147

Comm100

JUNE 24, 2020

Data Management. You have complete autonomy over the data management processes used for access of the platform and your customer data. Download this free eBook below to learn how to choose the best digital omnichannel vendor for your needs and how to implement a program that will generate ROI. Download Now.

Customer Engagement 130

Customer Engagement Software Engagement Omni-Channel 130

Comm100

MAY 10, 2018

You may recognize the way they hold up the line at checkout, the way they demand to speak to management, or the way a look of disbelief plants itself on their faces when they hear that what they are asking for simply cannot be done. Customer complaints can also reveal breaks in communication between a corporation and its customers.

Customers 229

Customers eBook Policies Customer Service Training 229

Comm100

APRIL 17, 2018

What many managers don’t understand is that customers are often willing to give feedback to brands they have done business with and some, in fact, are eager to do so! One of the primary objectives of customer feedback is establishing a communication process with your customers. Timing is Everything.

Feedback 214

Feedback How To Roadmap Survey 214

Centercode

FEBRUARY 27, 2020

In connection to this, half also reported challenges when it comes to tester communication. Tester communication encompasses interactions at every stage of your project, starting at recruitment and continuing to test closure. Tester Communication Breakdown: Warning Signs. Quick Fixes for Your Tester Communication Strategy.

Communication 64

Communication Engagement Customer Journeys eBook 64

Kayako

OCTOBER 6, 2015

If you sell someone a social media management suite but don’t keep them up to date on industry best practices, for instance, they’ll find someone else that will. What’s great about ebooks is that they can be a collection of previous blog posts so they are extremely easy to publish. You just click on PDF, and your ebook is done.

eBook 120

eBook Marketing Case Study Study 120

ClientSuccess

OCTOBER 5, 2020

Things like user sentiment, stakeholder loyalty and trust, and executive-level communication are all facets of customer ROI. Increasing ROI with better customer relationship management. Modern customer success is all about personalization and relationships, which is why customer relationship management is so important.

Customer Relationship Management 80

Customer Relationship Management ROI Customer relationships Management 80

BlueOcean

DECEMBER 20, 2017

Not everyone is going to advance into a role of managing people – are you drawing your analysts, specialists, HR, and workforce resources from folks who started in production? The first place this breakdown will happen is in communication. Managing Your Millennial Workforce in the Contact Center.

Omni-Channel 159

Omni-Channel Contact Center Employee Engagement eBook 159

Comm100

AUGUST 28, 2023

Read the guide eBook The post Unlocking Digital Transformation in Higher Education – A Checklist for Success appeared first on Comm100. Before you can begin implementing such a strategy, you need to know where you currently are on this higher ed digital transformation journey.

Handbook 130

Handbook eBook System Course 130

BlueOcean

MARCH 31, 2021

And, finally, remote work and evolving sleep habits have shifted traditional contact center communication spikes from pre/post-work hours to the middle of the day. It’s created a paradigm shift, which is both fascinating and frustrating, especially when it comes to forecasting and workforce management. Contact Volume.

Omni-Channel 156

Omni-Channel Tourism Self Service Contact Center 156

Comm100

DECEMBER 15, 2020

Resellers around the world partner with us to capitalize on the growth of live chat and digital customer communication, including companies like EY, IBM, Mphasis, Attando.io, and Unima. Comm100 is built on a unified, centralized interface so agents can manage conversations on every channel from one platform. Free eBook.

eBook 130

eBook Omni-Channel Contact Center Knowledge Base 130

Playvox

OCTOBER 12, 2022

Today, Managing Well Means Means Managing Well Remotely. What are Best Practices for Managing Remote Contact Center Agents? and Canadian contact center employees, these six management best practices will boost remote agent engagement and up your team’s customer experience game, both of which are critical to long-term success.

Contact Center 76

Contact Center Management How To eBook 76

Comm100

NOVEMBER 10, 2020

In today’s digital-first world, live chat has become the most popular digital communication channel. With white-label live chat, you can provide your customers with the most popular digital communication software with a click of your fingers (almost!) Free eBook. 46% of customers prefer live chat compared to just 29% for email.

eBook 130

eBook Automotive Software Healthcare 130

Comm100

OCTOBER 23, 2017

The activities in this eBook can be great training materials to improve customer service or morale in your team. This game requires the participation of all supervisors and managers! Distribute toilet paper rolls to your teams, and have each team mummify their manager. Who plays: Everyone! When: Before Halloween.

Customer Service 36

Customer Service Customer Service Training Training Groups 36

Comm100

APRIL 24, 2018

As a manager or trainer of a customer service team, you’ll know that excellent customer service teams aren’t born that way. Content in Communication – Sounding Smart with Will Stephen. Communicating Instructions with Origami Frogs. Content in Communication – Sounding Smart with Will Stephen. Source: YouTube.

Customer Service Training 161

Customer Service Training Video Training Customer Service 161

Optimove

MARCH 26, 2025

We support responsible gambling by giving operators the tools to better understand player behavior and communicate with care. Optimoves OptiGenie: AI-Powered Responsible Gambling Optimoves OptiGenie AI-driven customer modeling empowers operators to predict and manage problem gambling at all times.

Analytics 52

Analytics Financial Policies eBook 52

Russel Lolacher

OCTOBER 16, 2022

In this episode of Relationships at Work, Russel chats with productivity expert and author Mike Vardy on our relationship with time management in the workplace and how we can look at it differently. Why “time management” is the wrong term. The trial and error of time management personalization. ” Mike Vardy.

Management 98

Management Leadership Communication Government 98

Oracle

DECEMBER 6, 2018

New apps and technologies are improving customer management, streamlining service delivery, and helping field services professionals complete strategic repairs. Better monitoring and communications for customers. To learn more, view The Future of Field Service and the Connected Mobile Workforce ebook.

Innovation 108

Innovation Customer Experience Self Service eBook 108

Kerry Bodine

JANUARY 23, 2017

One vital component of this reorg is the role of the journey manager. Just like today’s product management roles, journey management needs to be a full-time gig. (Be And just like product managers, journey managers will need to: Have limited scope. Understand the gaps. Which current touchpoints need to go away?

Customer Journeys 168

Customer Journeys Exercises Touchpoint eBook 168

BlueOcean

FEBRUARY 17, 2022

BCPs comprise numerous plans, including emergency response, crisis management, business department recovery, technology and infrastructure, and a host of other elements. This is especially true with crisis management plans. Download Pandemic ebook. Stay Involved. In other words, this is not a “set it and forget it” situation.

Contact Center 156

Contact Center Customer Care eBook Course 156

Gainsight

JANUARY 4, 2021

We compiled our best Customer Success resources from last year, from blogs to ebooks to webinars and podcasts. Customer Success Team Management. Churn and Risk Management. Managing Customer Relationships. Customer Success Team Management. Changing the Wheels on a Moving Car: 4 Keys to Managing CSM Transitions.

Resources 111

Resources Customer Success eBook Multi-Channel 111

Optimove

FEBRUARY 12, 2025

Keep Communicating with Customers For shoppers who made a single purchase during the holiday season, ongoing communication is key to turning them into repeat buyers. Automate Customer Engagement Automating customer engagement is key to delivering personalized, timely communication at scale.

Customer Retention 52

Customer Retention Strategy Loyalty Programs eBook 52

Dapresy

APRIL 29, 2020

Your employees are an important part of Customer Experience Management – learn how to engage them to drive impact in your organization. Foster internal communication and establish regular workshops, giving all employees the opportunity to actively participate in the development of customer-centricity. How do you develop that?

Engagement 72

Engagement Management How To Customer Centricity 72

Experience Investigators by 360Connext

MAY 27, 2015

The first person in the world to have the title Chief Content Officer, Ann Handley is a veteran of creating and managing digital content. ” This means caring about your product pages and error messages and job postings and every piece of communication on behalf of you or your company. This is where I get excited. Subscribe here!

Customer Experience 110

Customer Experience eBook Social Media Customer Journeys 110

Comm100

OCTOBER 8, 2016

Relationship Marketing, an aspect of Customer Relationship Management (CRM), is the term used to describe the focus on the customer’s experience over boosting short-term metrics like acquisition and sales. A good blog communicates to customers that you care about solving the problems in their industry. Enhance your blog. White Papers.

Customer Retention 154

Customer Retention Loyalty Strategy Loyalty Programs 154

BlueOcean

OCTOBER 6, 2020

For clients with complex care scenarios – whether that is enterprise customer success management or providing critical support direct to consumers – change is never taken lightly. Is communication still going strong and do you feel comfortable in those interactions? Grab a copy of our eBook, “Is a Strategic Partnership Even Possible?”

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

Comm100

MAY 11, 2020

Offering multiple communication channels is a must, but only if they are connected to one another within one unified platform. With multi-channel, this isn’t the case – each channel is managed within its own separate and siloed platform – and this causes a host of problems that damage customer experiences. The wrap-up.

Omni-Channel 147

Omni-Channel Multi-Channel Knowledge Base Chatbots 147