- Talkdesk, Inc. , the global customer experience leader for customer-obsessed companies, launched Talkdesk Flexible Shopping an end-to-end customer experience solution designed to help retailers and brands ready their contact centers to support post-pandemic shopper expectations. Talkdesk Flexible Shopping equips retailers with integrated, cloud-based contact center tools to help streamline curbside pickup, buy online-pickup in store (BOPIS) and appointment shopping communications. Retailers can ... [Read More]

- What opportunities can we expect from 2020, an extraordinary year that saw a massive shift to remote work, crises in various industries and rapid development in other industries? Using new technologies , many companies have made major structural changes. They organized customer service and sales call centers for the business, not only to cope with the challenges caused by the well-known outbreak but also to give customers a consistent level of service. The process-based transformation of the ... [Read More]

- What does it mean to be a Connected Enterprise and does it really matter? Ross Daniels at Calabrio believes it’s a great aspiration for all modern organisations and presents a unique opportunity to elevate the status of the contact centre. Meeting rapidly changing customer expectations in the new world of remote work demands far higher levels of agility from organisations everywhere—and places an even greater focus on improving customer service. As businesses prepare to take advantage of a ... [Read More]

- Welcome to the future, where the B2B landscape will be defined by the 5 Ps: purpose-driven, precise, personalized, productive and profitable. The world of B2B sales is changing. Shifts in technology, buyer personas, and where buyers buy are forcing sellers to change the way they sell. We have seen the influx of younger, digital-native buyers change buyer preferences. And as buyers increasingly interact with vendors and their sellers digitally, they leave trails of insights that new AI ... [Read More]

- Whether the pandemic has changed customer behavior forever or just the past year remains to be seen. One thing is certain; however: customers these days are less loyal to brands and more fickle than ever before. Acquiring new customers is hard enough, but keeping them is another matter entirely. Mistakes have a very real effect on the bottom line — 80% of customers have stopped doing business with a company after a single negative customer experience. In this environment, your customer-facing ... [Read More]

Source: cmswire.com

- What even is sales cadence I hear you ask? It’s the process you or your sales team use to reach out to new leads to drive them into your pipeline. This could include various touchpoints across different channels such as calling, emailing, or your social media platforms, all with the goal of building a relationship with a lead to preempt a future sale. Sounds simple enough, but the tricky thing with sales cadence is that if just one of your touchpoints are out of sync, it’ll throw off your ... [Read More]

Source: canddi.com

- Why Most Companies Stink at Customer Feedback The majority of companies are ineffective at working customer feedback into corporate decisions, according to a recent Forrester report on the effectiveness of CX and VoC programs. Only 24% of respondents to the survey said customer feedback is effectively addressed. Why is there such a disconnect? And what can brands do to address it? VoC Fix #1: Shift Focus to Outcomes “VoC and CX programs are broken because they’re not well designed to ... [Read More]

Source: cmswire.com

- What Is Customer Support Automation? Designed to reduce or eliminate the need for human involvement when providing customer assistance, customer service automation solutions include: Self-service portals and knowledge bases Standardized email replies Live chat, chatbots, and virtual assistants Using artificial intelligence (AI) and machine learning (ML), businesses can provide higher convenience levels for their customers and support call center agents in their tasks. Advantages of Customer ... [Read More]

- David Brock explains how to address the profound shift in buying, with customers preferring digital engagement channels to sales engagement. Preface: It’s always dangerous to preface an article with a warning. This is a long article. In some ways, I’m writing it to help clarify my own thinking. We are seeing a profound shift in buying, with customers preferring digital engagement channels to sales engagement. I am beginning to explore what this means for our overall engagement strategies, ... [Read More]

- The world of commerce is constantly evolving, both for businesses and consumers. As our customers become more tech-savvy and access different channels and platforms from a wide range of devices, organisations must strive to improve Customer Experiences and build and maintain better relationships. What is Omnichannel? The literal definition of omnichannel is “all channels”. However, in marketing strategy, that does not necessarily mean all channels available to you, but more all channels ... [Read More]