eglobalis
NOVEMBER 7, 2020
Customer Transformation: Loyalty & Sentiment Are Your Challenges Ahead , People-centric enterprises will certainly have an advantage – not just today, but also down the road – when it comes to the memories they instilled in employees and customers during the COVID-19 pandemic. The post Customer Transformation: Loyalty & Sentiment Are Your Challenges Ahead appeared first on Eglobalis.
Callminer
NOVEMBER 9, 2020
Call center fraud is no laughing matter. Fraud is not only on the rise in call centers generally (jumping by 350% between 2013 and 2019 ), but the spread of fraud in the midst of the COVID-19 pandemic means businesses and consumers alike must be more mindful than ever. Organizations need to be prepared to effectively combat call center fraud. Scammers are armed with advanced technology and access to private user data obtained through illicit channels.
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Intercom, Inc.
NOVEMBER 12, 2020
Welcome to S.H.O.P., our series examining the changes in retail and commerce. Over the course of four weeks, we’re exploring some of the key topics around the past, present, and future of retail, looking at the technologies and behaviors that have enabled – and transformed – shopping as we know it. This week, we’re looking at how consumers’ shopping Habits have changed.
Beyond Philosophy
NOVEMBER 12, 2020
Digital experiences are a crucial part of your Customer Experience , especially during the pandemic. Some organizations are excelling, while others could use some work. No matter where you fall on that spectrum, we have some essential considerations for designing your digital experience in the form of 5 rules. On a recent podcast about these 5 rules, I shared a recent digital experience that was definitely on the “could use some work” side of the spectrum.
Speaker: Michael Veatch, Senior Director, Implementations & Ella Aguirre, Director of Solution Consulting
Embedding payments can be a transformative step for software companies looking to enhance their platform capabilities, boost customer satisfaction, and drive long-term growth. However, the success of payments hinges on a single thing: implementation. Drawing on real-world insights and experiences, payments implementation experts Michael Veatch and Ella Aguirre will explore actionable strategies that can lead to a transparent, friction-free launch and mitigate potential challenges like technical
Fonolo
NOVEMBER 10, 2020
We thought we were bold when we said more than 65% of contact centers would move to the cloud in 2020. It happened even faster than we thought. Read the Full Industry Report Here: The State of the Contact Center in 2020. We’ve spoken to the experts for our State of the Contact Center 2020 report. And it looks like it’s here to stay… Contact Centers Made an Unprecedented Pivot to Virtual Working. “60-80% of agents moved to work at home during ‘shelter in place,’
Callminer
NOVEMBER 8, 2020
Here are 25 indicators of fraud on inbound calls in call centers.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Myra Golden Media
NOVEMBER 11, 2020
Twice in the last week, Contact Center Agents have reached out to me for help on reducing Average Handle Time (AHT). I’m listening, and I have an answer. I say “an answer” because I’ll be sharing more solutions in the coming weeks. You can move customers out of venting, rambling, and storytelling using Reframing Statements. Reframing Statements shift conversations with challenging customers from focusing on the problem to what you can do about it.
Totango
NOVEMBER 10, 2020
A key component of creating customer success is working with your customer to identify and organize mutual goals into a standardized customer success plan. Outcome success plans focus on capturing mutual objectives, documenting the steps toward achieving them, and sharing information between both clients and your own internal teams—driving interconnectivity and displaying progress through one easily accessed live portal.
The DiJulius Group
NOVEMBER 11, 2020
4 Quick Tips to Help you Make Price Irrelevant 1) Feature Story How to Reduce the #1 Cause of Anxiety For most people uncertainty triggers high extremes of anxiety. As human beings, we like predictability in our lives. That is why we check the five-day forecast, so we know how to dress. That is why. Read Full Article. The post How to Reduce the #1 Cause of Anxiety appeared first on The DiJulius Group.
Intercom, Inc.
NOVEMBER 10, 2020
Customers expect a seamless and personalized experience at every point of their journey, but managing all of these interactions across different channels, teams, and tools can often be difficult and inefficient. According to research, more than two-thirds of people waste up to an hour a day navigating between apps at work – which equates to almost 32 days a year.
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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
TeamSupport
NOVEMBER 11, 2020
“ To retain the customers you have, you must help them achieve the outcomes they need.”. This concept, as detailed in the new whitepaper by ServiceXRG, illustrates how well-defined service programs and effective adoption of your product can be the keys to maximizing recurring revenue performance. Part 1 of this blog series highlights excerpts from the key concepts for using services to retain and grow recurring revenue.
Steven Van Belleghem
NOVEMBER 10, 2020
Telco players offering mobile payment services. Crossing the industry lines to better cater to your customers may be gaining in popularity, but the approach is not new. One of my favourite ‘historic’ examples in the matter is in fact just as relevant for the ‘Saving the World’ strategy as described in The Offer You Can’t Refuse as for the ‘Partner in the Life’ strategy: telco companies Vodafone and Safaricom launched M-Pesa, a mobile-based payment service targeting the un-banked, pre-pay mobile
Provide Support
NOVEMBER 11, 2020
The post 5 Tips to Keep Customer Satisfaction High During Holiday Rush appeared first on Provide Support Blog.
Astute
NOVEMBER 10, 2020
What do you need to launch, manage and get the most out of a Voice of the Customer program? We take a closer look. The post Your Voice of the Customer Program: Know These ABC’s of VoC Success appeared first on Astute.
Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali
As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.
Chip Bell
NOVEMBER 11, 2020
The word “veteran” means someone who served in the military. But it also means someone who has had long experience. Service in the military does not begin as an experienced soldier but rather as an anxious, naive, and lowly recruit. A recruit has no rank, no ribbons, and no power; just a lot of KP and guard duty all night long in the cold.
Customer Service Life
NOVEMBER 7, 2020
Early in my career as a customer service leader, I worked for a company that had a tradition of ordering lunch for the entire office on Fridays. Those were great times and that custom remained a part of our culture for many years. As the company grew and customer service got busier and busier, I decided to start shutting the phones off, sending callers to voicemail while we enjoyed our lunch together as a team.
Zonka Feedback
NOVEMBER 11, 2020
Every business wants to be successful and many businesses measure their success in terms of their profits and sales. But how will you earn good profits? What would make your customers keep doing business with you? You can measure all the metrics, but in the end, it boils down to Customer Satisfaction. Customer Satisfaction is the measure of the happiness of the customers with the products, services and the overall experience with an organization.
Fonolo
NOVEMBER 12, 2020
Increased demand on a typical day is challenging enough, but it can be downright overwhelming during the holidays. Earlier this year, we saw the COVID-19 pandemic nearly bring call centers across the world to a halt due to a sudden increase in customer inquiries. The difference this time is that businesses have time to prepare. Here are some essential steps to take to ensure your call center is ready for anything the holiday shopping season has in store!
Speaker: Miriam Connaughton and Donald Knight
As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.
PeopleMetrics
NOVEMBER 11, 2020
What's the Difference Between Customer Experience (CX) and Customer Service? Is Customer Experience (CX) the same as Customer Service? How can you use touchpoint mapping to identify the specific Customer Service touchpoints impacting CX? How do you communicate the differences between Customer Experience and Customer Service within your organization?
Beyond Philosophy
NOVEMBER 7, 2020
The 5 Rules for Designing Great Digital Experiences. A lot of Behavioral Economics can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. In 2020, we have all been doing many more online customer experiences than we thought we would.
TeamSupport
NOVEMBER 10, 2020
“Customers buy products to enable and streamline their business operations. Services drive recurring revenue by helping customers to successfully adopt and apply products.”. That’s how the new whitepaper by ServiceXRG introduces the concept of how well-defined service programs and effective adoption of your product can be the keys to maximizing recurring revenue performance.
Qualtrics
NOVEMBER 10, 2020
From trawling the mighty US Census, to calculating percent change in an instant, there’s a whole lot of research tools out there to help you do your job as a market researcher. When you’re conducting market research, the obvious tool you need is a world-class research platform. But let’s look at some other tools to help you create the best possible experience for your customers and employees.
Speaker: Jennifer Wright and Nick Barron
2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt
The DiJulius Group
NOVEMBER 12, 2020
It’s week 3 of The Customer Service Revolution Conference featuring another amazing roster of speakers including Jesse Itzler, Dr. Paul Bizjak, Darren LaCroix, Dave Murray, and John DiJulius. Here are some takeaways from each of our speakers this week: Jesse Itzler Jesse Itzler is the co-founder of Marquis Jet and co-owner of the Atlanta. Read Full Article.
Knowmax
NOVEMBER 11, 2020
Knowledge Transfer: Enable better & faster decision making.
Hodusoft
NOVEMBER 10, 2020
In today’s competitive marketplace, predictive dialer has become an essential need for most businesses or organizations. The days are gone when the representatives at contact centers were using manual dialing machines to dial in the numbers and call the customers. Manual dialing system was not only time-consuming but also quite unpredictable as one out of every three or four calls might get answered and most calls might land up in answering machines or voice mails or may be unavailable.
Qualtrics
NOVEMBER 12, 2020
Get the right results from your survey by finding the right survey respondents to provide confidence in your data The challenge of finding survey respondents. Getting the right survey participants is critical to the success of your survey, but it's also hard to do. Minimize the risk of not getting the right participants first time, even though you have a well-designed research project from the start.
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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.
The DiJulius Group
NOVEMBER 11, 2020
Chief Revolution Officer John DiJulius and Senior Customer Experience Consultant Dave Murray recap the amazing group of speakers that presented during week 4 of The Customer Service Revolution Conference, featuring David Horsager, Tom Bilyeu, Tom Ryan, Dave Murray, and John DiJulius. You will learn: Why should you make your interview process un-gameable?
Knowmax
NOVEMBER 11, 2020
Why you should switch to cloud-based LMS.
Comm100
NOVEMBER 10, 2020
If you want to offer good customer service, live chat is no longer a ‘nice to have’. Customers expect instant responses to their problems, and with real-time live chat, a company of any size can deliver. In today’s digital-first world, live chat has become the most popular digital communication channel. 46% of customers prefer live chat compared to just 29% for email.
Neosperience
NOVEMBER 9, 2020
The wine sector today. The wine sector has not yet risen from its lowest point, and is likely to return to pre-Covid levels only in 2021. Current data – provided by the TradeLab analysis company – predicts a closure of 2020 for wines equal to -28%. This contraction, however significant, is better than one percentage point compared to previous forecasts, but still not sufficient. .
Speaker: Evelyn Chou
Choosing the right business intelligence (BI) platform can feel like navigating a maze of features, promises, and technical jargon. With so many options available, how can you ensure you’re making the right decision for your organization’s unique needs? 🤔 This webinar brings together expert insights to break down the complexities of BI solution vetting.
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