The DiJulius Group

JANUARY 15, 2024

“If your customer experience is not consistently great, you’d better be the cheapest.” Since the pandemic, customer experience in nearly all industries has dropped to a two-decade low. Customers, patients, clients, tenants, guests, or whatever you may call the person buying your services and products have been frustrated during these tough times. Due to an.

Industry 52

Industry Strategy Customer Experience Groups 52

Lumoa

JANUARY 15, 2024

When customers shop in physical stores, they might have several questions about a product: Is it available in a different size? What’s the warranty? If there is no one to answer their questions, there’s a good chance they’ll walk out of the store. The scenario is now much the same for online customers who increasingly expect a seamless, personalized experience.

Customer Experience 195

Customer Experience How To Chatbots Net Promoter Score 195

BirdEye

JANUARY 15, 2024

Did you know that unintentionally, you might be hindering your business’s productivity with ineffective meetings? Studies show that 30% of professionals agree that they can’t recall things discussed in the meeting, while 95% mention that they lose focus in long meetings. This can severely hamper productivity. This is where the speech-to-text software comes into play, offering a life-changing solution.

Software 111

Software Tools Meeting Analysis 111

MiaRec

JANUARY 15, 2024

You receive hundreds if not thousands of calls every day. But do you know what your customers are calling about? Since the introduction of Voice Analytics in 2021, MiaRec has been at the forefront of using Artificial Intelligence, Large Language Models, and Machine Learning to turn the massive amounts of raw data a contact center produces every day into valuable insights.

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Contact Center Analytics Data Analysis 104

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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.

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MyCustomer

JANUARY 15, 2024

In the latest article from the Reimagining CX Series, Purple Square’s Andrew Addison spoke with MOO’s Brand Marketing & E-commerce Director Corin Mills about the power of customer-led thinking and using human service as a differentiator.

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Brands Marketing Customers 93

COPC

JANUARY 15, 2024

COPC Inc. has partnered with Centrical to bring you the Improving Contact Center Retention Series, where we explore how organizations can reduce early attrition. This second installment of the series will offer insights into onboarding best practices for new employees.  We will focus on the importance of the first 90 days, reasons new hires leave during this period, and tips to increase the likelihood of a new hire becoming a long-time employee.

Employee Engagement 79

Employee Engagement Contact Center Training Call Center 79

Kapta Customer Success

JANUARY 15, 2024

67% of businesses are prioritizing customer retention over new customer acquisition. If your business is making this shift, you’re likely interested in identifying the best tech to support your key account management team.

Management 59

Management Customer Retention Tools Customers 59

Beyond the Arc

JANUARY 15, 2024

This is a discussion about crisis communications strategies on the Banking Transformed podcast hosted by Jim Marous, with guest Steven Ramirez, CEO of Beyond the Arc. They explore the challenges and strategies of crisis communication within the banking industry, emphasizing the need for banks to maintain proactive and authentic engagement with both customers and [.

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Banking Communication Strategy Industry 52

West Monroe

JANUARY 15, 2024

Listen to "The Digital Disconnect: Don’t Leave your Employees Behind" on Spreaker. About the episode Explore the essence of digital transformation. Rissa Redden is joined by West Monroe's experts, Kim Seals and Rick Sabatino, to unravel the findings of the 'Digital Disconnect' report. Gain insights into the human element of digital transformation, delve into how organizations are aligning their digital visions with practical execution, and learn how companies can effectively navigate this ongoin

Data 52

Data Technology Report Customer Centricity 52

Speaker: Amanda Adams, Fractional CFO, CPA

Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Amanda Adams, a seasoned fractional CFO and CPA passionate about transforming back-office operations for finance teams. This session will cover critical best practices and process improvements tailored specifically for accounting professionals.

Data

MiaRec

JANUARY 15, 2024

Call Centre Helper | MiaRec Tatiana Polyakova, our COO at MiaRec, joins Call Centre Helper to share with you a glimpse of what's on the horizon for MiaRec in 2024. Building on the incredible strides we've made in the field of AI throughout 2023, the MiaRec team is committed to harnessing its full potential in the year ahead. Our mission remains unchanged: to empower agents and supervisors, enabling them to deliver exceptional customer service.

Exceptional Customer Service 52

Exceptional Customer Service Contact Center Video Innovation 52

CSM Magazine

JANUARY 15, 2024

Queue wait times can be a significant frustration for customers and can lead to poor customer experiences, leading to lower sales and revenue. After spending more than half an hour browsing and finding what I wanted to buy, I walked out of the store without making a purchase. Why? The checkout queue was too long. With more than ten people ahead of me, I estimated that I would be in the queue for at least another thirty minutes.

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Wait Times Retail Self Service Loyalty Programs 52

kommunicate

JANUARY 15, 2024

Last Updated on January 15, 2024 Here are our major updates for the month of January 2024: Features We have fixed the bugs related to Sunshine Integration and Rich Messages support in it. Now, you will be able to do the sunshine integration, train the Bot using a variety of Rich Messages and reply to [.] The post Here’s What’s New From January 2024 || Kommunicate Product Updates appeared first on Kommunicate Blog.

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Training Customers 52

CSM Magazine

JANUARY 15, 2024

Despite significant progress in lowering smoking rates, about 34 million people in the US smoke cigarettes, which has a severe negative impact on their health. Nearly 500,000 Americans die from illnesses associated with smoking and secondhand smoke exposure each year. Apart from its detrimental impact on health, smoking has an economic cost of over $300 billion annually in the US, which includes over $170 billion in medical expenses and over $150 billion in lost productivity due to smoking.

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Transportation Healthcare Study Analysis 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.

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Zonka Feedback

JANUARY 15, 2024

Imagine a world where businesses decipher customer sentiments, researchers unveil hidden academic gems, and social media becomes an open book of insights.

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Analysis Tools Software Social Media 52

My Customer

JANUARY 15, 2024

CSA-Archive/istock Businesses are not philanthropic institutions; they exist to make money in the form of profit. To make money, businesses.

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Consulting Customers 52

Adrian Swinscoe

JANUARY 15, 2024

Today’s interview is with Tue Martin Berg, the CEO and part of the founding team at Capturi, Scandinavia’s leading software provider for conversation analysis. Tue joins […] The post The challenge with conversational analysis in the Nordics – Interview with Tue Martin Berg of Capturi first appeared on Adrian Swinscoe.

Analysis 45

Analysis Software Customer Focused Customer Retention 45

SurveySensum

JANUARY 15, 2024

95% of customers read online reviews before buying a product. Over nine out of ten customers (95%) read product reviews before they choose to purchase something. Additionally, 58% of these shoppers say they are willing to pay more for products that have good reviews. — Global Newswire This behavior differs from the traditional patterns when buyers purchase products through advertisements and word-of-mouth.

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Consumers Social Media Brands Customer Satisfaction 59

Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin

As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.

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