5 Reasons Why Customer Service Reporting is Important
Provide Support
MAY 21, 2020
The post 5 Reasons Why Customer Service Reporting is Important appeared first on Provide Support Blog.
Provide Support
MAY 21, 2020
The post 5 Reasons Why Customer Service Reporting is Important appeared first on Provide Support Blog.
Comm100
MAY 20, 2020
Long gone are the days when customer service teams could offer just one communication channel to their customers. Today’s consumer wants choice. They want to decide whether to drop you an email, talk with a live chat agent, post a question on Facebook, or even text you through SMS. It’s not up to the brand how they communicate to the customer – it’s up to the customer to choose how they speak to the brand.
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CSM Magazine
MAY 20, 2020
No business can thrive without new customers. And in order to get new customers, a company has to have a good customer acquisition strategy. A customer acquisition strategy needs to be a crucial business component. If you fail to devise one, you will struggle with business growth. However, the hardest bit regarding this issue is figuring out what channel suits your business best when it comes to bringing in new customers.
GetFeedback
MAY 18, 2020
The traits, discipline, and knowledge that it takes to lead a successful customer experience program.
Speaker: David Worrell, CFO, Author & Speaker
Your financial statements hold powerful insights—but are you truly paying attention? Many finance professionals focus on the income statement while overlooking key signals hidden in the balance sheet and cash flow statement. Understanding these numbers can unlock smarter decision-making, uncover risks, and drive long-term success. Join David Worrell, accomplished CFO, finance expert, and author, for an engaging, nontraditional take on reading financial statements.
NICE inContact
MAY 19, 2020
It would be difficult to find a small business that has not been adversely impacted by the current pandemic. And to say that most small business have been negatively impacted is putting it mildly. Recent findings from National Federation of Independent Businesses (NFIB) show that the three leading causes of small business decline is due to 1) lost sales, 2) disruption in supply chain and 3) disruption in workforce due to employee illness.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Comm100
MAY 19, 2020
Note: This blog post was originally published on Jul. 20, 2015, and as it is one of our most popular posts, we have updated it to include the latest research, up-to-date statistics and best practices in this topic. If you’re reading this blog post, you probably already know that live chat is a platform that allows you to chat directly with your website visitors.
Uniphore
MAY 20, 2020
Every action a business takes is now seen through the lens of the coronavirus pandemic. Business processes and workforce management considerations that were unthinkable a few short months ago, contact center leaders are revisiting. Call centers have become frontline workers in the wake of COVID-19. They are considered to be one of the most vulnerable places for the spread of this contagious virus.
Storyminers
MAY 21, 2020
Last year, I wrote an article about new ways to work. It was based on an interview with founder, Jon Ferrara. Both articles tie how Nimble , a new social selling platform, improves the lives of professional service providers. Today, Nimble just made my life easier (again) with the release of a new dashboard that saves me even more time and lets me stay focused on ‘the next right thing.’.
Alida
MAY 21, 2020
Amidst the global COVID-19 crisis, financial organizations big and small are struggling to keep up with changing circumstances and are preparing for what comes next. Keeping communication channels open for two-way conversations with customers is pivotal in maintaining relationships while also enabling organizations to listen and adapt to their customers’ changing outlook, actions, and brand satisfaction during the pandemic.
Advertiser: ZoomInfo
AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.
Lumoa
MAY 19, 2020
There are a lot of stats that showcase how critical a customer experience program is to any business’ success. Some experts feel that companies stand to lose upwards of $75 billion if they don’t deliver a best-in-class experience. Other research points to a slightly lower, but still an eye-popping loss of $44 billion. While the potential revenue losses are enough to get any CEO’s attention, many companies still aren’t making CX a priority.
TechSee
MAY 19, 2020
Product registration – the process of capturing new customers’ information – enables brands to connect directly with consumers and engage with them during their relationship with the company. It allows device suppliers to communicate updates, safety recalls, and recommendations for product accessories or consumables such as capsules and cartridges.
InMoment XI
MAY 20, 2020
This article was originally published here. Regaining Traction in Business As Australia continues to manage the impact of the COVID-19 crisis, survival remains top-of-mind for businesses in every market. Businesses that emerge from the lock down period more or less intact will have a second problem – how to regain traction in a recessionary environment.
Alida
MAY 19, 2020
Amidst the global COVID-19 crisis, organizations big and small are struggling to keep up with changing circumstances and preparing for what comes next. Keeping communication channels open for two-way conversations with customers is pivotal in maintaining relationships while also enabling organizations to listen and adapt to their customers’ changing wants and needs.
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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
Experience Matters
MAY 21, 2020
To understand the impact that COVID is having on employees, we surveyed more than 5,000 U.S. employees. While 11% have been laid off or temporarily furloughed, the remaining employees provided feedback on their COVID work environment. We found that: Most people are working from home. Sixty percent of employees report that they’re working from home, and 31% have started to work from home for the first time.
TechSee
MAY 20, 2020
Two years ago, we cracked open the champagne when Gartner named TechSee as a Cool Vendor in its CRM Customer Support and Service Report. TechSee was honored as a pioneer in Computer Vision AI-powered Visual Assistance for customer service, based on our proprietary, multi-patented technology. TechSee provides automated visual guidance for customer self-service, contact center agents and field technicians.
NICE inContact
MAY 20, 2020
Over the past few weeks, most contact centers have transitioned some or all their agents to a work from-home environment—no easy task. First agents had to be set up with the tools and technology to be productive in their new setting. Once agents were home and safe, priorities shifted to keeping them engaged and productive. This is a lot to handle while also maintaining exceptional customer service outside of the traditional contact center.
Comm100
MAY 20, 2020
Long gone are the days when customer service teams could offer just one communication channel to their customers. Today’s consumer wants choice. They want to decide whether to drop you an email, talk with a live chat agent, post a question on Facebook, or even text you through SMS. It’s not up to the brand how they communicate to the customer – it’s up to the customer to choose how they speak to the brand.
Speaker: Benjamin Woll, Tiffany Spizzo, and Jaime Santos Alcón
Enterprise commerce is at an inflection point. Rigid, monolithic platforms slow brands down, but a full replatforming is disruptive and costly. Modular architecture offers a flexible, scalable alternative - allowing enterprise brands to modernize without ripping and replacing their entire stack. Learn how a composable approach helps modernize commerce stacks while maintaining control over critical systems.
Experience Matters
MAY 18, 2020
U.S. well-being drops the most since 2012, driven by older females who feel much less financially secure. The post Largest Drop In U.S. Well-Being Since 2012 Hits Females Hardest appeared first on Experience Matters.
Wired and Dangerous
MAY 19, 2020
A man lived right by the railroad track. For years, the train roared by his bedroom window at two-o’clock every morning. He grew so accustomed to it that it never disturbed his sleep. One night no train came through. The usual train was taken out of circulation for maintenance and a substitute was unavailable. At precisely 2:00 AM, the man lunged from a deep sleep and exclaimed, “What was that?!”.
NICE inContact
MAY 18, 2020
Last week, I noticed headlines announcing yet another business that’s decided it “won’t reopen half its offices after pandemic, amid restructuring and work-from-home success”. Maybe that’s not so shocking, though, considering that work-from-home contact center agents have an 80% better retention rate than those working out of a physical call center (according to a recent ICMI benchmark study on agent experience).
BlueOcean
MAY 20, 2020
Redundancy. Business Continuity. Those are major check boxes in every RFP we’ve ever responded to. Boxes to be checked on both sides of the equation – the buyer asked: “What’s your plan in case of disaster?” The bidders answered: “Here’s our plan in case of disaster….” Well, as the saying goes, humans plan and the gods laugh. As of today, we all have at least two months of real-world experience in how we would handle a disaster.
Speaker: Alexa Acosta, Director of Growth Marketing & B2B Marketing Leader
Marketing is evolving at breakneck speed—new tools, AI-driven automation, and changing buyer behaviors are rewriting the playbook. With so many trends competing for attention, how do you cut through the noise and focus on what truly moves the needle? In this webinar, industry expert Alexa Acosta will break down the most impactful marketing trends shaping the industry today and how to turn them into real, revenue-generating strategies.
Michel Falcon Experience
MAY 22, 2020
In this episode, I welcome Troy (@troy), the co-founder of Juice Marketing (NYC) and we chat about: – If Zoom meetings will become more popular than face-to-face interactions with customers. – How to identify what type of interaction each customer wants. – How he has been managing his B2B customer experience. – What is the best restaurant in NYC?
Storyminers
MAY 21, 2020
This post first appeared in CMO Australia in late 2017. Thanks to Nadia Cameron for a great interview! Too many organisations are “doing” before “designing” when it comes to digital transformation and customer experience. As a result, they are not going deep enough into insights analysis and cultural change. That’s the view of managing principal of Storyminers and experience design expert, Mike Wittenstein.
NICE inContact
MAY 20, 2020
Over the past few weeks, most contact centers have transitioned some or all their agents to a work from-home environment—no easy task. First agents had to be set up with the tools and technology to be productive in their new setting. Once agents were home and safe, priorities shifted to keeping them engaged and productive. This is a lot to handle while also maintaining exceptional customer service outside of the traditional contact center.
Calabrio
MAY 21, 2020
While organizations are operating in various off-premises locations, the need for transparency, preparedness and communication increases. Our customers have been angling for an option to log actions that don’t fall within standard parameters. With this goal in mind, we’re launching a new feature for Calabrio WFM and Calabrio ONE customers: Activity Notes.
Advertiser: ZoomInfo
ZoomInfo customers aren’t just selling — they’re winning. Revenue teams using our Go-To-Market Intelligence platform grew pipeline by 32%, increased deal sizes by 40%, and booked 55% more meetings. Download this report to see what 11,000+ customers say about our Go-To-Market Intelligence platform and how it impacts their bottom line. The data speaks for itself!
ShepHyken
MAY 20, 2020
My friend Stacy Sherman , head of customer experience at Schindler Elevator Corporation , is personally dedicated to “humanizing business.”. She is not only “in the trenches,” working in the customer service and experience world, she has also been recognized as a customer experience thought leader. She recently responded to one of my tweets, which was the creative spark for this post.
Experience Investigators by 360Connext
MAY 19, 2020
I’m really encouraged by the amount of focus and attention leaders are beginning to put on the employee experience. Not the specific role or job deliverables, but the overall well-being and journey that an employee takes with their employer. Understanding the journey from your employees’ perspective helps provide valuable perspective to encourage retention, loyalty, and even more happiness and fulfillment for the people you make your organization run.
NICE inContact
MAY 19, 2020
It would be difficult to find a small business that has not been adversely impacted by the current pandemic. And to say that most small business have been negatively impacted is putting it mildly. Recent findings from National Federation of Independent Businesses (NFIB) show that the three leading causes of small business decline is due to 1) lost sales, 2) disruption in supply chain and 3) disruption in workforce due to employee illness.
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