Bill Quiseng
JULY 17, 2024
QUI QUOTE: You know you have customer CARE right when your customers don’t tell others what they bought. They tell others who they bought it from. Don’t be just good. Be GREAT out there!
Totango
JULY 17, 2024
“Success is revenue. You get success right; your revenue is coming.” – Charlie Sonnenberg, VP Sales, Totango + Catalyst Customer-led growth is the only way to protect and sustain revenue growth. Bold statement? Perhaps, but industry data backs up this claim—SaaS companies are putting more resources and more strategic focus behind retaining and growing revenue from the existing customer base.
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Smart Customer Service
JULY 17, 2024
Barry Cooper sat down with CRM magazine writer Phillip Britt at the recent NICE Interactions conference in Las Vegas for a one-on-one interview.
Customer Think
JULY 17, 2024
We’ve reached a critical turning point for Retail Media Networks (RMN). The first decade of RMNs ran on infrastructure that’s no longer viable, in particular onboarders that rely on third-party data to power identity graphs.
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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.
Smart Customer Service
JULY 17, 2024
The advent of work-from-home contact centers has spawned a tech revolution in operations management.
Customer Think
JULY 17, 2024
Business Process Management (BPM) is a critical discipline that aids organizations in optimizing and enhancing their operations. BPM provides a structured approach to improving processes, which can significantly reduce the need for Business Process Reengineering (BPR).
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Customer Think
JULY 17, 2024
As consumer behaviors shift and digital technologies advance, the automotive industry must adapt by implementing innovative lead-generation strategies. These modern approaches not only help in attracting prospective buyers but also in nurturing them through the sales funnel, ultimately driving conversions and fostering long-term customer relationships.
Smart Customer Service
JULY 17, 2024
Microsoft Dynamics 365 Contact Center is a Copilot-first cloud contact center platform.
Customer Think
JULY 17, 2024
In the competitive world of retail and grocery, every advantage counts. There’s one often-overlooked factor that has a surprisingly big impact on customer satisfaction—the accuracy of estimated delivery dates (EDDs). Think about the last time you ordered something online. Did a clear delivery window help you relax and get excited about its arrival?
Smart Customer Service
JULY 17, 2024
NICE has hailed cloud, digital, and AI technologies as transformative and proved it with the release of CXone Mpower and 1CX unified platforms at its annual Interactions event.
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.
Customer Think
JULY 17, 2024
Introduction to the Evolution of Search: Google AI Overviews In the digital age, search engines have continually evolved, enhancing how information is delivered to users. Google, a pioneer in search technology, has introduced AI Overviews—an innovative feature leveraging artificial intelligence to redefine information retrieval.
Smart Customer Service
JULY 17, 2024
Artificial intelligence embedded across NICE's products has already led to great results for the company and its customers, Barry Cooper said at a Day 2 keynote during Interactions 2024.
Customer Think
JULY 17, 2024
Understanding Bad First Contact Resolution (FCR) Bad First Contact Resolution (FCR) is a significant issue in customer service, where inquiries are not resolved during the first interaction. As a pivotal metric, FCR reflects the efficiency and effectiveness of customer service operations.
Smart Customer Service
JULY 17, 2024
Foreign contact centers, once the darlings of the industry, have lost some of their appeal.
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Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
Customer Think
JULY 17, 2024
User satisfaction is paramount in today’s digital business landscape, and enterprises are putting their best foot forward to ensure seamless user experiences across their platforms. However, no matter how much emphasis is placed on user experience through cutting-edge technology, eliminating friction points requires businesses to pay close attention to their authentication mechanism.
Smart Customer Service
JULY 17, 2024
Contact Center Builder cuts cloud contact center deployment times significantly.
Customer Think
JULY 17, 2024
Leaders, consultants, coaches, sales and healthcare professionals often use influencing strategies to lead their patients, teammates, prospects and clients to action. But is there fallout from the influencing strategies? Do they lead to resistance? How do the clients and prospects, the teams and patients, experience being influenced?
SurveySensum
JULY 17, 2024
Did you know that Verizon’s revenue amounted to 32.48 billion U.S. dollars in the first quarter of 2024, making it the largest telecommunications company in the US and the fourth-largest telecommunications company in the world by market cap? Creating such an impact cannot be with one-time users, it requires an army of loyal customers who are not only loyal to the brand but also are volunteer brand advocates.
Speaker: Becky Parisotto and John Vurdelja
Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever
The DiJulius Group
JULY 17, 2024
What if creating an exceptional employee experience could transform your company and drastically reduce turnover? In this episode of The Customer Service Revolution, John DiJulius and Dave Murray uncover the key strategies that make a workplace irresistible. From nurturing a culture of gratitude and training the whole person to helping employees discover their “ikigai,” or.
Help Scout
JULY 17, 2024
Testing code isn't just for developers! Designers, product managers, QA specialists, and support team members all benefit from the ability to test. Learn how one engineer used a "Learn Something Day" to make testing more accessible to the broader Help Scout team.
Hodusoft
JULY 17, 2024
15 CX Stats That’ll Change the Way You Look At Customer Service In the next few years, an organization’s Customer Experience (CX) will play a greater role in its success than its products or prices. To paraphrase author and keynote speaker Micah Solomon, CX is not a cost center, it’s a revenue generator. That’s why businesses must take all the possible steps to enhance CX.
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