Uniphore
JULY 21, 2021
Why are so many knowledge bases inefficient to use when contact centers invest so much money in them? How can organizations more effectively direct customers to the knowledge they’re looking for? Gartner’s newest customer service report “Delivering Relevant Content and Knowledge to Customers Is Key to Great Customer Service” focuses on just these dilemmas.
Solvvy
JULY 19, 2021
If there’s one thing that makes managers’ and owners’ skin crawl, it’s inefficiency. Business leaders are constantly on the prowl to find ways to reduce expenses, improve profits and get their entire team to work smarter. Unfortunately, many companies find themselves with the same customer support inefficiencies time and time again.
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Conversocial
JULY 20, 2021
It’s a platform built for consumers to follow, engage and connect with their favourite brands. Of the 1bn monthly active users, 90% of them follow at least one business, with 200m+ business accounts being visited every day. It’s mind-blowing numbers like this that should convince you that an Instagram for Business account is a no-brainer for any brand.
Experience Investigators by 360Connext
JULY 20, 2021
How Customer Experience Maturity Develops. There is a natural arc to how an organization matures when it comes to customer experience. Let’s look at a common example scenario: First, it starts with an idea: customers are important! We should pay more attention to them. Next, it moves to what can be done. Typically, this means collecting customer feedback.
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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.
Uniphore
JULY 23, 2021
Employee disengagement is rampant in contact centers. Imagine a fire department where two-thirds of the firefighters on duty weren’t ready to respond to a call. How about a restaurant where two-thirds of the wait staff weren’t talking to patrons. Both of these situations would be totally unacceptable. But it’s actually the everyday reality at the contact center, according to Gartner’s recent report “Rampant Employee Disengagement is Driving Turnover and Harming Customer Outcomes.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
NICE inContact
JULY 19, 2021
Learn more about how CXone’s smart technology, strong partners and deep expertise can be the winning combination for transforming your organization’s contact center and CX.
TechSee
JULY 20, 2021
In the medical technology field, manufacturers must provide medical device support for their products across a wide range of settings, including hospitals, urgent care centers, physicians’ offices, nursing homes, mobile units, and even individual homes. It’s therefore no surprise that the global medical device market size is approximately half a trillion U.S. dollars.
Steve DiGioia
JULY 19, 2021
Back in 2018, I had the pleasure to interview some of the nicest people I have ever come across. I was amazed at how warm and welcoming they were and their willingness to embrace, support, and welcome me into their fold. To say the least, they’re all leaders in their respective fields of customer service, hospitality, social media, consulting, coaching, podcasting, and keynote speaking.
Comm100
JULY 20, 2021
Customer service has long been a slow-moving piece of the broader business landscape, and it’s not hard to see why: business owners are reluctant to experiment with customer service channels they’re unfamiliar with. As a result, they stick with the channels that have worked for them in the past, without putting much thought into whether that channel is also right for their future.
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? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
ShepHyken
JULY 21, 2021
I’ve written about today’s topic before. The idea I’m about to share is really common sense. Even if you didn’t read my past articles or watch my videos about this, you still know and understand it. Yet, it’s worth bringing up again, as I have a new twist on it. In my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , I share a story about the shortest customer service keynote speech I’ve ever delivered.
Alida
JULY 20, 2021
A seamless customer experience gets delivered when you answer the questions your customer is asking. It’s as simple as that. Getting there, however, takes a lot of work.
Beyond Philosophy
JULY 20, 2021
It’s summer reading season. Today, I will share seven books that are an essential summer read for anyone in business. I hope that these books will make the same impact on you that they did on me. We shared these books on a recent podcast, chosen because we liked them a lot or, in some instances, because they changed our lives. While we can’t predict they will do the same for you with certainty, we feel that they will be helpful in the pursuit of your career goals for yourself and you
Help Scout
JULY 20, 2021
Being “customer-oriented” boils down to one idea: helping people. As simplistic as it sounds, this ethos is the key to making it work as an organization. While there are many skills you need to help customers effectively, there’s a more profound outlook that informs the daily actions of customer service all-stars. The core characteristics that make a company customer-oriented add up to the ability to fulfill the ultimate purpose of helping people, regardless of challenges along the way.
Speaker: David Nisbet, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
ShepHyken
JULY 23, 2021
This week we feature an article by Ehsan Memari, a blogger for SkyPrep. He writes about how using a learning management system (LMS) expedites employee skill development in your organization. We are in the middle of a skills gap crisis. According to a study from the Society for Human Resource Management , 83% of HR professionals noticed a decline in the quality of job applicants, with one-third citing a lack of technical abilities. .
The DiJulius Group
JULY 19, 2021
Great Commencement Speech One of my favorite bloggers and podcasters, Scott Galloway wrote a great piece called Advice to Grads: Be Warriors, Not Wokesters. Here are a few of my favorite lines: “Don’t do what you are asked to do, but what you are capable of doing…Get strong, really strong. You should be able to. Read Full Article. The post Best Advice From Great Podcasters appeared first on The DiJulius Group.
ReviewTrackers
JULY 21, 2021
Why Remove Reviews from Facebook? Facebook might have been created for users to be able to show their friends cute photos of dogs and cats, or share funny Anchorman and crying Michael Jordan memes. But if you’re using Facebook for business , the social network is, more seriously, a platform for connecting and engaging with potential and existing customers.
Integrity Solutions
JULY 20, 2021
In many ways, building sales confidence is about expanding belief boundaries, addressing some underlying perceptions and providing the type of sales training and coaching that maximizes strengths, encourages risk taking and helps your customers think differently. Confident salespeople believe in themselves. They’re secure in the knowledge that they have what it takes to deal with whatever challenges or setbacks come their way—and they behave accordingly.
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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.
ShepHyken
JULY 20, 2021
The End-to-End Customer Experience. Improving CX through Customer Workflows. Shep Hyken interviews John Ball, the Executive Vice President and General Manager of Customer Workflows at ServiceNow. They discuss how companies can create a great end-to-end customer experience and enhance productivity through process mapping. Top Takeaways: Customer service is traditionally focused on the engagement layer (how customers make requests) but not on customer operations (getting the job done).
Beyond Philosophy
JULY 17, 2021
In a discussion that echoes the age-old chicken vs. egg conversation sentiment, we engaged in a debate. After meeting a fellow Customer Experience proponent on a new social media platform called Clubhouse, we invited author and speaker Stacy Sherman to debate. The topic: Is Customer Experience the new marketing, or is it an entity on its own? Sherman and I have a difference of opinion.
Kate Nasser
JULY 18, 2021
Daily ways to honor work colleagues, customers, employees, friends, family to build sustainable relationships. by Kate Nasser, The People Skills Coach™, Author, Leading Morale. The post Daily Ways to Honor Work Colleagues, Employees, Customers, Friends, Family appeared first on KateNasser.com.
Uplight
JULY 21, 2021
Uplight’s core values shape who we are as a company and how we interact with each other, our customers, and our partners. Our core values are: Do the Right Thing, Impactful Progress, Grow, and One Team. Each month we highlight a story about how an Uplight team member(s) has shown us what it means to Read More. The post Uplight Values in Action: Boulder Commons appeared first on Uplight.
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The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?
ShepHyken
JULY 19, 2021
Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Should the Chief Experience Officer Cease to Exist? by Mary Drumond. (Linkedin Pulse) The Wall Street Journal recently released an article called “Some Chief Experience Officers Want To Make Their Jobs Disappear” where they interviewed Chief Experience Officers and Chief Cus
Integrity Solutions
JULY 22, 2021
When your people feel understood and appreciated, they will be intensely loyal to the manager who has demonstrated care and interest in their development. When you hear the word “coach”, what comes to mind? We often associate “coach” with a sports analogy. However, the origin of the word speaks to a different level of understanding. Historically, a coach was a horse-drawn carriage that transported important people from where they were to where they wanted to be.
kommunicate
JULY 22, 2021
LINE is a freeware app for instant communications on electronic devices such as smartphones, tablet computers, and personal computers. It supports messaging, free voice, and video calls. The biggest benefit of using LINE is it provides free access to free messaging and calling. LINE has more than 200 million monthly active users and it has [.]. The post How to Build a Line Chatbot Without Any Coding appeared first on Kommunicate Blog.
Beyond Philosophy
JULY 22, 2021
I have been engaging with Clubhouse, a social networking app where people can chat about shared interests. One of the great things about Clubhouse is you can have exciting debates. For example, one of the recent debates asked the question, is Customer Experience the new marketing? . We had a guest on a recent podcast, author and keynote speaker Stacy Sherman, to discuss this issue.
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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?
mopinion
JULY 21, 2021
Whether you’re a product marketer, digital marketer or data scientist, you’ve probably heard about CRO. Making its first appearance in marketing circles in the early 2000s, it’s safe to say that conversion rate optimisation is a fairly new practice and many businesses don’t have a conversion strategy. Though since then, conversion rate optimisation has only […].
COPC
JULY 23, 2021
For FBC Asia Pacific (FBC) , the heart of its thriving business is a healthy work environment for its employees while delivering fast and world-class service to customers. Founded in 2019, the company quickly grew to over 500 employees, with its delivery center located in Manila, Philippines. FBC Asia Pacific’s operations are unique. The company provides both office-based and work-at-home (WAH) solutions with employees reporting from their home offices located throughout the country.
CSM Magazine
JULY 22, 2021
Omer Molad, Co-founder and CEO at Vervoe believes that by doing your due diligence and choosing an appropriate skills test, you can determine if candidates possess the right levels of empathy and resilience. Most recruiters want customer service professionals with excellent communication, problem-solving skills, as well as a willingness to learn. But in an industry where you can expect to have difficult conversations with customers several times a day, there are two attributes that recruiters s
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