CSM Magazine

JULY 10, 2020

The COIVD-19 pandemic has reshaped the way businesses operate and will likely have lasting implications. Most noticeably, the breakout forced millions of people across the globe to work from home; according to an analysis by Global Workplace Analytics and Flexjobs, about 4.7 million are working from home in 2020 in the U.S. alone. Despite past circumstances and what may lie ahead, work must go on, and employees need to stay in touch with management, coworkers, and clients.

Conference 52

Conference System Connections Technology 52

ShepHyken

JULY 10, 2020

This week we feature an article by Daniel Bishop, an assistant editor and marketing consultant for ReallySimpleSystems. He shares multiple approaches to updating or creating your customer acquisition strategy. The phrase ‘customer acquisition strategy’ is one that you would rarely hear outside the confines of a corporate marketing department. For most businesses, customer acquisition simply involved choosing a marketing channel and publishing some kind of promotional content.

Strategy 102

Strategy Infographics Customers Consulting 102

SmartKarrot

JULY 10, 2020

Undoubtedly, Corona Virus has become the hottest talk of the now. You will have to gear up and disallow this from cripple your brand. Desperate to flatten the COVID-19, customer success teams are working hard from their homes and straining remote work operations. As a Customer Success Leader, you must respond to these alerts and be prepared with both short-term and long-term goals.

Customer Success 10

Customer Success Tips Self Service Innovation 10

NICE inContact

JULY 10, 2020

As the future feels uncertain, it’s never been more important to focus on what you can control in your contact centre. And there’s plenty you can do to ensure satisfaction of both your agents and your customers. Explore the keys to business continuity and success, so your outbound or inbound contact centre can be resilient and adapt to the remote work environment with skill and speed.

Contact Center 156

Contact Center Call Center Customers Trends 156

Advertisement

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.

Customer Experience

Advantage Communications

JULY 10, 2020

Artificial Intelligence (AI) is a controversial subject. These new technologies are changing the game for many organizations’ customer service strategies by automating time-consuming, repetitive tasks that allows live agents to focus on conversations that require a human element.

Contact Center 87

Contact Center Customer Satisfaction Customer Service Strategies Consumers 87

GlowTouch

JULY 10, 2020

Share this entry Share on Facebook Share on Twitter Share on Pinterest Share on LinkedIn Share by Mail How Chat Support Can Positively Impact Customer Satisfaction and Your Other Service Channels. Today’s customers expect to receive support where they want, when they want, and how they want. As customer expectations have changed and grown more demanding, companies have struggled to keep pace by adding new service options to their catalog.

Customer Satisfaction 52

Customer Satisfaction Average Handle Time Return on Investment Effort Score 52

Talkdesk

JULY 10, 2020

2019 was the year when Talkdesk® celebrated being named a Leader in Gartner’s CCaaS Magic Quadrant for North America. This accomplishment was a huge step and placed Talkdesk as a key player in the contact center space. Talkdesk kicked-off 2020 with an ambitious release program to revolutionize the contact center industry. Talkdesk 20-in-20 introduced 20 market-disrupting product announcements in the first 20 weeks of 2020, concluding with Opentalk 2020 Virtual keynote addresses delivered to more

Report 84

Report Contact Center Innovation Industry 84

Daniel Group

JULY 10, 2020

Too often, B2B managers jump on the Customer Feedback bandwagon without thinking as much as they should about their customers. Yes, I said, “without thinking about their customers!” They decide to adopt feedback approaches that come from the business-to-consumer (B2C) world. B2B Customers have unique needs. While the email survey you received after your recent auto repair experience worked for you as well as the dealer, it may not be the best approach for your B2B customers.

B2B 52

B2B B2C Feedback Survey 52

CSM Magazine

JULY 10, 2020

Leading customer feedback platform Critizr now supports Google’s Business Messages in Europe. Critizr’s customer feedback technology will integrate with the new Google channel, meaning people can now contact and hold rich conversations with their local businesses in real-time – simply and directly from Google Search and maps. Critizr will focus on helping its retail clients launch and maximise the potential of the new channel to enhance how they positively interact with customers, answer questio

Entertainment 52

Entertainment Hospitality Retail Travel 52

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

Call Center

Kustomer

JULY 10, 2020

In a world that’s so heavily focused on utilizing digital technology and social media to create convenient experiences for consumers, making your customer service communication lines as simple, seamless and tailored as possible to specific members of your audience is a must. A personalized customer service strategy is just one way to make a measurable impression on consumers.

Customer Service 52

Customer Service Return on Investment Customer Service Strategies Loyalty 52

NetBase

JULY 10, 2020

The marketing market is competitive! And agencies competing for big brands’ business are keenly aware of the challenges they face when winning new engagements. This is why NetBase Certification has become an agency selling point in pitches. It’s an industry standard that says so much about an agency’s social analytics expertise. Let’s explore the story it tells and why it acts as a differentiator for these amazing agencies!

Social Media 52

Social Media Analytics Analysis Brands 52

inSided

JULY 10, 2020

Customer centricity: Something many organizations strive towards, but truly getting there can be a challenge. In a recent webinar with ChurnZero CCO and Head of Product, Abby Hammer and inSided CEO and Co-Founder, Robin van Lieshout , we discussed what being a customer centric organization really entails and how more of us can achieve the transformation.

Customer Centricity 52

Customer Centricity How To Customers Customer Success 52

SmartMessage Blog

JULY 10, 2020

As the COVID-19 Corona pandemic changed everything in social and business lives, brands needed to reconsider customer experience dynamics and marketing strategies to stay competitive in the new normal. Marketers and customer relations experts started to re-evaluate sources that helped them create seamless experiences in a period when necessities became the first for their audiences.

Omni-Channel 49

Omni-Channel Chatbots Call Center Communication 49

Advertisement

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? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro

Customer Experience

Brad Cleveland Blog

JULY 10, 2020

Back in December, I had the pleasure of being interviewed by Jeff Toister, a customer service consultant based in San Diego. The interview touched on a variety of topics, but was focused on issues around staffing and scheduling. We discussed how offering great service typically saves money, something that may be counterintuitive to many. You can access the interview here.

Contact Center 36

Contact Center How To Consulting Customer Service 36

DemandJump

JULY 10, 2020

What is a Lookback Window?

Marketing 52

Marketing 52

Brad Cleveland Blog

JULY 10, 2020

Back in December, I had the pleasure of being interviewed by Jeff Toister, a customer service consultant based in San Diego. The interview touched on a variety of topics, but was focused on issues around staffing and scheduling. We discussed … Continue reading → The post How to Balance Service and Cost in the Contact Center appeared first on Brad Cleveland.

Contact Center 26

Contact Center How To Consulting Customer Service 26

SmartKarrot

JULY 10, 2020

Role: Enterprise Customer Success Manager Location: Ohio, Columbus, US Organization: Seamless.AI As an Enterprise Customer Success Manager at Seamless, you will be responsible for monitoring and managing the health and success of their enterprise accounts. Drive growth and product adoption across their customer base, and ensure retention of an existing business.

Customer Success 10

Customer Success Customers Customer Retention Training 10

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.

Data

Brad Cleveland Blog

JULY 10, 2020

Back in December, I had the pleasure of being interviewed by Jeff Toister, a customer service consultant based in San Diego. The interview touched on a variety of topics, but was focused on issues around staffing and scheduling. We discussed how offering great service typically saves money, something that may be counterintuitive to many. You can access the interview here.

Contact Center 20

Contact Center How To Consulting Customer Service 20

SmartKarrot

JULY 10, 2020

Source. SaaS industry is one of the fastest growing industries in the world. If you are on the right track, you can see immense growth in your SaaS business. Much faster than any other industry. But where growth is so promising, there the pace of decline becomes high too. One of the reasons companies face decline in their business is SaaS churn. And we are going to discuss that in this article.

Customer Retention 10

Customer Retention Effort Score Analysis Industry 10

Kustomer

JULY 10, 2020

Today, businesses thrive when they can provide a convenient, personalized customer experience. That entails answering questions specific to a customer’s concerns and addressing wants and needs of a particular patron, all within a short amount of time. Certainly, businesses can help customers and provide top-notch customer service when taking on such tasks, but customer service agents can also be a valuable resource when they go above and beyond and reach out to the customer first.

CRM 94

CRM Analytics Training Customer Service 94

C Space

JULY 10, 2020

The Brand Move Roundup – July 10, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. Four months ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis. What’s now becoming clear is that the current climate is one of near-perpetual disruption.

Brands 52

Brands e-support Hospitality Retail 52

Advertisement

A CX myth is something widely believed or implemented that is based on “how we’ve always done it” thinking, rather than delivering truly innovative customer experiences. What CX myths are holding organizations back from top-level customer experience performance? What can companies do to find solid ground and move forward successfully? In this guidebook, we answer those questions and more as we explore three key myths and two strategies that you can use to replace them.

Customer Experience

Opinionator

JULY 10, 2020

Therefore, the POS Surveys have very little value…but there is something MUCH better. Introduction to the POS Survey. Point-of-sale surveys (POS), also known as receipt surveys, are one of the main ways that retailers gather customer feedback. This is done offline, at their brick and mortar stores. The customer’s receipt contains the request for a survey and survey message – delivered at checkout.

Survey 52

Survey Retail Feedback Hotels 52

Opinionator

JULY 10, 2020

>?rePOS Surveys have very little value…but there is something better. Introduction to the POS Survey. Point-of-sale surveys (POS), also known as receipt surveys, are one of the main ways that retailers gather customer feedback. This is done offline, at their brick and mortar stores. The customer’s receipt contains the request for and delivered at checkout.

Survey 52

Survey Retail Feedback Hospitality 52