Inside Customer Service

JULY 13, 2023

Building relationships can take more effort when you aren't located in the same office. You don't have those natural moments to strike up a conversation in the break room, the hallway, or at lunch. It's not hopeless. Some remote customer service professionals have built great relationships with coworkers. My 2023 burnout study found that remote contact center agents are just as likely to have a good friend at work as agents who work onsite.

Contact Center 187

Contact Center Customer Service 187

Beyond Philosophy

JULY 13, 2023

Organizations are making a common mistake with AI. From a strategic standpoint, organizations are losing opportunities to improve their ability to enhance their Customer Experiences with this impressive and impactful technology and, well,…building them wrong. Changing the strategy could create a significant competitive advantage. For example, a large telecom company designed an AI system to identify customer churn.

AI 143

AI Machine Learning Social Media Customer Relationship Management 143

TeamSupport

JULY 13, 2023

Who's the most famous bot of all time? Arguably, R2-D2 as the beloved, fictional Star Wars droid. But these days, there’s a very real, very talked about “bot” in our midst that people are eager to use: ChatGPT. With the advent of this solution, a massive wave of influence has sparked, prompting businesses everywhere to explore ways to leverage AI of this nature.

B2B 98

B2B AI Sentiment Analysis Customer Satisfaction 98

Intercom

JULY 13, 2023

How big is the AI revolution in the customer service space, really? Well, as someone who has operated in the technology sector for over 35 years, and mostly in some form of customer support role, I have literally never been more excited than I am right now about the potential to transform the customer service experience through technology. Over the course of my career, support has traditionally been very transactional – customers would get in touch with issues or questions, and support reps woul

AI 90

AI ML Sentiment Analysis Artificial Intelligence 90

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

Customer Experience

Fonolo

JULY 13, 2023

Active listening skills are the foundation of effective communication. In customer service, this means being totally focused on the words your customer is saying, understanding what those words mean and responding in a manner that makes them feel heard and validated. It’s just human nature. We are social creatures and the key to any healthy human relationship is effective communication.

Customer Service 67

Customer Service Contact Center Social Media Start-ups 67

eglobalis

JULY 13, 2023

A Personal Bank Story: How to Win, and Lose, a Bank Customer The post A Personal Bank Story: How to Win, and Lose, a Bank Customer appeared first on Eglobalis.

Customer Relationship 72

Customer Relationship Innovation CX Technology 72

Qmatic

JULY 13, 2023

For healthcare, the more efficient you are, the more patients you can treat and the better your reputation will be. But for too long, the industry has struggled with long waiting times and rigid booking processes taking valuable time from healthcare staff when they could focus on patient care instead. The benefits of using an online patient scheduling system are many.

Healthcare 52

Healthcare 52

SurveySensum

JULY 13, 2023

According to a research report by PwC titled, “ Experience is Everything ”, 73% of the customers pointed to customer experience as an important factor in their shopping experience. Yet only 49% of the customers said that they had positive customer experiences with companies. Improving retail customer experience for your brand is not only an expectation from your customers but also a requirement for your business growth.

Retail 52

Retail Customer Experience Touchpoint Social Media 52

SixteenVentures

JULY 13, 2023

The essence of successful business lies in the ability to unlock consistent, efficient growth. But amidst the pressures of targets, competition, and shifting market dynamics, the struggle to optimize revenue operations and foster seamless alignment between Sales, Customer Success, and Marketing can feel like an uphill battle. If you’ve been juggling these challenges, feeling the […] The post RevOps Evolved: The Key to Rapid, Exponential Revenue Growth (2023) appeared first on Custome

Sales 52

Sales 52

SurveySensum

JULY 13, 2023

According to a research report by PwC titled, “ Experience is Everything ”, 73% of the customers pointed to customer experience as an important factor in their shopping experience. Yet only 49% of the customers said that they had positive customer experiences with companies. Improving retail customer experience for your brand is not only an expectation from your customers but also a requirement for your business growth.

Retail 52

Retail Customer Experience Touchpoint Social Media 52

Speaker: Jason Cottrell and Brian Walker

Brands used to look for a commerce platform that could do everything. But over time, one vendor was no longer enough to meet a brand’s needs, so they added, and added, and added— and now it's essential that these vendors work well together. That’s composable, and it’s important to get it right. Customers and your board expect you to be in new channels and to adapt quickly to market change.

Customer Experience

Zonka Feedback

JULY 13, 2023

Using Salesforce CRM and looking for CSAT Survey Tool to measure your Customer Satisfaction? Here's a list of top CSAT Tools for Salesforce you can use. Businesses rely on customer satisfaction to build healthy relationships with customers. The better the relationship is, the healthier the business overall. And to measure customer satisfaction , you need CSAT tools.

Customer Satisfaction 52

Customer Satisfaction CRM Gaming 52

SixteenVentures

JULY 13, 2023

Are you tired of sending emails that are lost in the void, never to be seen or acted upon? Emails meant to drive essential action from your customers or prospects – only to receive nothing but silence in return. You’re not alone. For Customer Success Managers (CSMs), Sales Development Reps (SDRs), and those in Enablement […] The post Redefining Email Engagement: New Metrics for a New Era (2023) appeared first on Customer-centric Growth by Lincoln Murphy.

Sales 52

Sales 52

Zonka Feedback

JULY 13, 2023

Generating traffic and leads is a major challenge for over 61% of marketers, according to HubSpot's State of Marketing report. To overcome this hurdle and drive revenue, it is crucial to effectively generate high-quality leads. But how do you do that? By collecting the information of your prospects with effective lead generation surveys at the right place and right time and nurturing them until they are ready to convert into buying customers.

B2B 52

B2B 52

MyCustomer Experience

JULY 13, 2023

Organizations are making a common mistake with AI. From a strategic standpoint, organizations are losing opportunities to improve their.

AI 52

AI 52

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.

Customer Loyalty

cxservice360

JULY 13, 2023

Understanding your customers is crucial for success in today’s competitive business landscape. Many businesses rely on customer personas to better understand their needs, motivations, and The post Creating Effective Customer Personas appeared first on CXService360.

Customer Service 40

Customer Service Customer Experience 40

SugarCRM

JULY 13, 2023

In today’s business environment, many companies and IT departments are starting to take a harder look internally to make sure the people, processes, and technology behind making their companies run are helping rather than hindering their operations. As an organization, it is essential that you have a clear well-laid strategy and an idea of what objectives you would like to fulfill with a CRM migration.

CRM 26

CRM Start-ups Technology Technology 26