COPC

JANUARY 15, 2024

We will focus on the importance of the first 90 days, reasons new hires leave during this period, and tips to increase the likelihood of a new hire becoming a long-time employee. The Importance of the First 90 Days   Your new hires have completed the preboarding stage and have clocked in for their first day.

Contact Center 78

Contact Center Call Center 2023 Engagement 78

Help Scout

APRIL 27, 2021

Long-time customer service professional Mat “Patto” Patterson answers readers’ most challenging customer support delivery, leadership, and career questions. Balancing soft-skills with technical ability. Thanks, Simone, a SaaS Support Soft-Skill Seeker. That begins with a good role description. Hello Simone!

Customer Service 90

Customer Service Document Customers Books 90

Upstream Works

MARCH 17, 2022

Digital transformation poses distinct operational challenges for the contact center that go beyond the customer and agent experience; we’ll address two of those challenges here. Contact centers have been hugely impacted by the Great Resignation, as has the entire service economy.

Contact Center 78

Contact Center Call Center Omnichannel Technology 78

COPC

APRIL 1, 2024

The challenge of keeping pace with changing customer expectations looms large. Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX).

Customer Experience 89

Customer Experience Contact Center Technology Banking 89

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94

BlueOcean

AUGUST 30, 2018

Did you know that 32% of customers worldwide will quit doing business with a brand – even if they love it – because of just one bad experience? This statistic from a PwC survey is an eye-opener for any organization that interfaces with customers on a regular basis. But what constitutes a bad experience?

Customer Service 232

Customer Service Contact Center Customer Care Technology 232

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. So… Is customer experience worth it? The Three Areas of ROI.

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

Playvox

JANUARY 25, 2024

Does your contact center “talk the customer talk” but sometimes gets stuck when it comes to matching up customer expectations with service and support delivery by your agents? How Workforce Optimization Works in a Contact Center The most valuable asset in a customer service organization or contact center is your workforce.

Contact Center 77

Contact Center Omnichannel Net Promoter Score Management 77

Playvox

APRIL 25, 2023

Experts predict that using remote and hybrid contact center agents will remain a cost-effective, efficient solution for delivering outstanding customer support well into the future. This staying power means that those in charge of delivering customer experience (CX) need to rethink how they deliver remote training.

Contact Center 79

Contact Center Measurement Feedback 2022 79

Magellan Solutions

JULY 10, 2023

Effective management encompasses defined roles and clear communication. Read along as we uncover the keys to unlocking the full potential of your team. Outsourced teams entail utilizing external expertise and skills to perform particular jobs remotely. Outsourced team success depends on transparent and collaborative management.

Management 92

Management Culture Seminar Communication 92

CSM Magazine

MAY 25, 2022

The use of artificial intelligence (AI) in the recruitment process has benefited the hiring practices of many customer service organizations. Studies have shown that utilizing AI tools to carry out skills assessments creates a more balanced review of applicants and can pull in the best talent in the service profession.

Customer Service 52

Customer Service Culture Customers Retail 52

Ann Michaels and Associates

JULY 14, 2023

Competitive intelligence and mystery shopping are two related concepts that can provide valuable insights into a company’s competitive landscape and customer experience. Key benefits of competitive intelligence include: a. Key benefits of competitive intelligence include: a.

Social Media 52

Social Media Measurement Insights Feedback 52

Help Scout

SEPTEMBER 2, 2021

Tier 2 support team members are the folks responsible for handling technical escalations and more advanced inquiries that are beyond the skills or knowledge of your first level customer service representatives. Many companies are hiring for tier 2 support team members: Why should an applicant be interested in working for you?

Culture 102

Culture Reference Customer Service Representative Document 102

Help Scout

AUGUST 31, 2021

Customer support representative is one of the most common jobs on the market for individuals looking to work in technology, so the job description you write for your open role needs to be exceptional in order to attract applications from exceptional candidates. From there, move into describing the role itself.

Document 94

Document Social Media Customers Customer Service Representative 94

CSM Magazine

NOVEMBER 16, 2022

An effective customer service team is the backbone of any successful company. When a business is ready to scale, it must ensure that its customer service department can grow in tandem. Customer service managers can implement several strategies to support their team’s expansion while maintaining high standards.

Customer Service 52

Customer Service NPS Customer Satisfaction Metrics 52

CX Accelerator

DECEMBER 31, 2018

We have the very best and newest technology, hire the perfect “on-paper” resumes, and have the budget of King Tut, but without a healthy, positive working culture…these things are essentially meaningless. Beth Gauthier-Jenkin, The Vice President of Customer Care at Gopher Sport recently generated a wonderful culture dialog via email.

Culture 244

Culture 2019 Contact Center Leadership 244

Customer Bliss

DECEMBER 6, 2016

Camille Harrison is the Group Vice President and Chief Customer Officer for Florida Blue. She has been in the role now for almost 40 months. Starting many years ago as a customer service rep, Camille has been in the “service” lane her entire career. What Should Year One In The Role Look Like? “I

Chief Customer Officer 120

Chief Customer Officer Return on Investment Leadership Hospitality 120

Customer Bliss

DECEMBER 6, 2016

Camille Harrison is the Group Vice President and Chief Customer Officer for Florida Blue. She has been in the role now for almost 40 months. Starting many years ago as a customer service rep, Camille has been in the “service” lane her entire career. What Should Year One In The Role Look Like? “I

Chief Customer Officer 118

Chief Customer Officer Return on Investment Leadership Hospitality 118

CSM Practice

SEPTEMBER 18, 2020

In this Chat and Learn series, we invited Taylor Johnston, Director for Customer Success at Salesloft, a sales engagement platform that helps sales organizations deliver better sales experience for their customers. They split the roles into three: Renewals Manager – reports to customer success, retention is the ultimate goal.

Customer Success 52

Customer Success ROI Sales Customer Centricity 52

COPC

MARCH 11, 2022

Explore emerging ways to create candidate interest & employee retention with Rick Zayas, COPC VP, in a pre-conference workshop at Execs In The Know’s Customer Response Summit (CSR) in Clearwater, Florida, on March 28, 2022. Key drivers affecting labor markets. Managing/leveraging outsourced service providers.

White Paper 85

White Paper Contact Center 2022 Workshop 85

Customer Bliss

JULY 26, 2018

That’s right, when your customers are the employees within a group of government agency partners, you’ve got a lot of work cut out for you. Today, we’ll hear from William Chumley , the Chief Customer Officer for the Governor’s Office of Information Technology for the state of Colorado.

Government 111

Government Chief Customer Officer Roadmap Document 111

Magellan Solutions

MARCH 14, 2023

There are several other concerns that need to be addressed, and companies have now started focusing on enhancing the quality of service. This view of the contact center as a “cost center” is one that restricts contact centers from providing their best possible service. At present, 1.4 But this is only the tip of the iceberg.

Call Center 52

Call Center Contact Center Net Promoter Score Multi-Channel 52

ChurnZero

APRIL 13, 2021

With Customer Success being one of the top emerging departments in software companies around the globe, you might be considering a career in this industry, but you also might be wondering which role is right for you. . Chief Customer Officer. Responsibilities: Own the revenue number for the installed customer base.

Customer Success 98

Customer Success Chief Customer Officer Customer Centricity Fashion 98

SurveySparrow

JULY 12, 2022

The leaves are all of the product/service offerings. From a performance perspective, competencies are a measurable list of skills, characteristics, and knowledge that helps employees successfully perform their jobs. You can hire the right people based on your core competencies, with competency-based tests and interviews.

Roadmap 52

Roadmap Leadership Article Innovation 52

CSM Magazine

SEPTEMBER 9, 2022

As customer experience management tops the business agenda, the spotlight falls on contact centres and agents take centre stage. Magnus Geverts at Calabrio shares his essential guide to Good Customer Service. Customer service is now a key differentiator in the eyes of consumers and companies alike.

Customer Service 52

Customer Service Customer Service Strategies Customers Interaction 52

CSM Magazine

MAY 30, 2022

Apple is well known for their outstanding customer service. In this article, we will take a look at some keys ways that Apple provides excellent customer care. From providing knowledgeable support staff to allowing customers to easily contact them, Apple goes above and beyond to ensure their customers are happy.

Customer Service 52

Customer Service Workshop Customer Service Representative Events 52

CSM Magazine

DECEMBER 29, 2022

Many businesses rely on their banks for essential financial services, so it’s important that banks provide high-quality customer service. Here are 10 ways to improve business banking customer service and keep your customers happy. Get to know your customers by name and take an interest in their business.

Banking 52

Banking Customer Service Customer Service Training Customer Service Representative 52

ChurnZero

MAY 20, 2021

When you build a Customer Success organization from the ground up, it’s easy to get caught in the trap of doing the wrong things well. That’s why it’s essential to invest in the people, processes, and technologies that create the most value for your customers and your organization. You don’t know why your customers churn.

Customer Success 90

Customer Success Touchpoint Chief Customer Officer Customers 90

Gainsight

AUGUST 5, 2022

Imagine you are a Customer Success Manager (CSM), and you wonder what the future holds for you. You learned about other roles where your experience in CS can be a springboard for those positions. Let’s begin with what makes you unique as a customer success professional. Using data and playbooks to mitigate customer risks.

Sales 59

Sales Customer Success Consulting Metrics 59

Kustomer

NOVEMBER 1, 2021

In this episode of Customer Service Secrets, Gabe Larsen is joined by Paolo Fabrizio, author, speaker, and customer service expert, to discuss digital customer service. Listen and subscribe to our podcast on these platforms: What Is a Digital Customer Experience? That makes a difference.”

Customer Service 97

Customer Service Social Media Customers Customer Satisfaction 97

Education Services Group

MAY 6, 2021

In part one of this two-part series , I shared the five secondary effects of churn on your organization. 1 Don’t conflate Customer Success with Customer Service. Practitioners of Customer Success will understand the biggest difference here is reactive versus proactive. 2 Hire the right people.

Customer Success 92

Customer Success Sales Social Media Reference 92

Qualtrics

DECEMBER 3, 2021

Recent global crises have caused significant labor shortages – and the impact is leading businesses to reevaluate how to attract the right talent and protect their customer experiences from the fallout. Use experience management to ensure customers don’t feel the fallout of global crises. Key labor statistics.

Customer Experience 49

Customer Experience 2021 Employee Experience Hospitality 49

Magellan Solutions

OCTOBER 4, 2021

If you are thinking that accounting receivable services are a waste of resources, think again. Accounting is one of the most important services in any organization, large or small. Moreover, here are some compelling reasons why you should consider getting Accounting Receivable Services even if you are just starting out or scaling up.

Financial 97

Financial Banking Call Center 2013 97

Comm100

MAY 25, 2022

Further social upheavals amongst workers and customer expectations have also occurred. Ultimately, customer service and contact centers have not been immune to these changes. Ultimately, customer service and contact centers have not been immune to these changes. Challenges have emerged in the past two years.

2022 52

2022 Blog Contact Center Customer Service 52

Integrity Solutions

FEBRUARY 15, 2019

The reality is, your contact center’s success still hinges on the quality of the conversations your agents have with your customers. The reality is, your contact center’s success still hinges on the quality of the conversations your agents have with your customers. By Bruce Wedderburn. Contact Center Agents: Losing the “Human Touch”?

Contact Center 78

Contact Center Technology Engagement Leadership 78

Magellan Solutions

AUGUST 4, 2021

There are several other concerns that need to be addressed, and companies have now started focusing on enhancing the quality of service. This view of the contact center as a “cost center” is one that restricts contact centers from providing their best possible service. Taking a glimpse of the Call Center Philippines . At present, 1.4

Call Center 52

Call Center Contact Center Net Promoter Score Multi-Channel 52

Kayako

FEBRUARY 28, 2018

To help you build your own customer support training program, I’ve collected some key insights from managers at other SaaS and tech-industry companies to help make sure you’re getting it right from the get-go. 3 Principles of a good customer support training program. Collaborate with your team. Don’t let training fade out.

Document 85

Document Culture Customer Service Training Customers 85