Thu.Sep 16, 2021

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Small Business Customer Service Outsourcing: 4 Pitfalls to Avoid

Help Scout

These days it’s easier than ever to outsource customer support, even for small teams that prioritize customer experience and quality. A new crop of companies that specialize in brand-forward customer experience outsourcing for small teams has emerged in the past five years. Gone are the days that outsourcing was only accessible to companies that have 25 or 50 seats to fill.

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Guest post: 5 myths of Digital Customer Success

inSided

This month's guest post is brought to you by Condeco's arguably most customer-obsessed CSM – Erika Villarreal. She's about to bust five myths that all too often hold CS teams back when it comes to implementing and running digital-led customer success programs. Let's hear it! Digital customer success has been a hot topic lately. Let’s start by defining what digital customer success is, and for this, I’m going to quote Brian LaFaille ’s definition as I believe it is the most straightforward and si

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Fixing Customer Experience: 3 lenses to identify your next action steps

Beyond the Arc

Suppose through feedback or journey mapping you’ve identified pain points in your customer experience. Now what? Sometimes the key to solving a problem may be obvious, but more often it is not. So how do you figure out the best 'next actions' to more quickly make a positive impact? In many years working with [.]. The post Fixing Customer Experience: 3 lenses to identify your next action steps appeared first on Beyond the Arc.

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Customer Lifetime Value and Client Retention: What’s the Connection?

CSM Practice

Running a successful business is no easy feat. But while you might assume that you’ll need an endless stream of new customers to reach the next level, your success might actually hinge on your ability to retain and grow your existing customers. That’s because, according to SEMRush data , it makes far more financial sense to keep your current customers and help them grow over time.

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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IT Outsourcing Service Is Crucial In Improving Overall User Experience

Magellan Solutions

Why is there a need for an IT outsourcing service ? To a majority of people, product support implies parts, service, and warranty. . In the early stages, the customers are concerned with only a few aspects of support like spare parts and service. As the market starts maturing, the customer requirements become sophisticated. . Product support has to encompass everything that can aid in maximizing customer after-sales satisfaction.

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The Top 5 Tips for Building an Effective Agent Performance Scorecard

Stella Connect

Imagine losing half of your existing customers and the impact that would have on your entire business. That’s what’s potentially at stake for companies that deliver poor service experiences. According to our 2021 customer service statistics , based on a study of over 1,000 individuals in the U.S., 53% of consumers say they would likely stop doing business with a brand after a negative customer service interaction.

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Spreadsheets are to Workforce Management as Dial-Up is to the Internet

Playvox

Spreadsheets are a useful way to get your contact center organized and off the ground but can quickly become a bottleneck to growth and efficient communication. Your resource planning and quality teams can become bogged down with duplicate sheets, unnecessarily manual processes, and even end up being over-staffed in your contact center. COVID-19 and the ensuing pivot in working environments we have all embraced are the two compelling reasons to move on from managing your contact center with spre

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The Ohio State University Succeeds with a Focus on Empathy

Alida

Higher education institutions have always placed great value on their relationships with alumni, but Ohio State goes the extra mile to ensure they are listening to alumni voices. With a goal of encouraging alumni to volunteer their time, talent, or treasure, Ohio State takes a relationship-first approach, rooted in empathy, to find ways to drive the most value for alumni.

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Sep 16 – Customer Success Jobs

SmartKarrot

Role: Vice President of Customer Success Location: Washington, DC, US Organization: Full Measure Education Inc. As a Vice President of Customer Success, you will develop and oversee the implementation of the product offerings, including onboarding and training for all new and existing customers. Implement a project management solution for customers and internal resources to gain insight into the progress of implementations.

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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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Today's Account Management Segmentation Requires "Trusted Advisor" Services

CRMI

Customer relationships have moved far beyond the typical sales cycle, specifically within the B2B space. Instead of ushering clients into the traditional sales funnel, brands must now focus on bringing top-.

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Protected: As Covid continues, CX Approaches to Gathering Feedback Need to Expand

Daniel Group

This content is password protected. To view it please enter your password below: Password: The post Protected: As Covid continues, CX Approaches to Gathering Feedback Need to Expand appeared first on The Daniel Group.

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How to deliver real-time data with event-driven architecture and APIs

PK

Consumers are demanding digital experiences that require access to real-time data. From more buy online/pickup in store transactions to a staggering increase in telehealth appointments, how can organizations design solutions […]. The post How to deliver real-time data with event-driven architecture and APIs appeared first on PK.

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Handling Quick Company Growth with Evan Hopkins

Kustomer

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Evan Hopkins from Outdoorsy to learn about how he kept his company stable during massive, unexpected growth. Listen to the full podcast below to learn more about Evan and his CX expertise. Unifying Your Departments. Having years of experience in CX, Evan finds that the best way to handle large-scale company growth is to make sure that all departments are aligned on the brand mi

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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Choosing a Business Process Outsourcing Partner

Helpware

Choosing the right business process outsourcing partner is key to taking your business to the next level. The best partners share common characteristics.

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4 Benefits of integrating CRM for small companies with contact center software

NICE inContact

Small business leaders wear a lot of different hats and juggle multiple responsibilities.

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Getting Customer Success Comfortable with Sales Conversations

ChurnZero

When asked to sell to customers, Customer Success Managers (CSMs) are often scared of coming off as too pushy or getting a “no.” There’s a common (albeit misplaced) fear among CSMs that sales talk will tarnish their customer’s trust and set fire to the relationships they’ve worked so hard to build. . But nothing could be further from the truth so long as you handle your sales conversations with tact, understanding, and integrity. .

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Excessive employee absenteeism – how to efficiently manage attendance now.

Call Experts

Employee attendance plays an essential role in how your organization functions. Attendance is important because it leads to better planning and helps you understand how regular or irregular your staff members are showing up to the workplace. . Employee absenteeism can result in severe consequences for organizations. . Unscheduled absenteeism costs roughly $3,600 per year for each hourly worker and $2,660 each year for salaried employees. ??

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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Delta Testing for Product Iteration

Centercode

The market for connected devices and other technology is more competitive today than it's ever been. Companies know that it's not enough to get their product off the shelves.

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Beginner’s Guide to Product Analytics

SmartKarrot

Analytics has always been an integral part of marketing or sales. Though it has not always been a norm for the product management teams to use analytics, it needs to be made now. The current competitive business environment necessitates analytics for products as well. Product analytics, in simplest terms, is the process of collecting and interpreting usage data about a business’s product.

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9 Customer Retention Strategies for SaaS

ChurnZero

9 Customer Retention Strategies for SaaS. Higher retention rates can mean higher customer loyalty for your business, something that’s crucial for success, especially for SaaS. And beyond the fact that it costs less to retain an existing customer than to sign a new one, customer retention is a core part of long-term stability, prospective growth, and overall profitability.

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How Xometry Reduced Support Tickets, Increased NPS & Built Connection

Vanilla Forums

About Xometry:

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

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A people-first approach to vaccine mandates: 4 lessons from Tulsa County

Qualtrics

The Tulsa Health Department in Oklahoma has historically relied on phone calls and manual, paper-based processes to track and contain communicable diseases for its 650,000 county residents. But when COVID-19 hit, it became clear that the demands of the pandemic far outmatched the staff they had on hand. So Tulsa officials used the pandemic as an opportunity to implement new digital processes from Qualtrics.

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Your People Are Your Most Important Technology Asset

Forrester's Customer Insights

If you're using emerging technology in the right way, it should unleash creativity in your organization. Find out how.

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Sift Through Dark Data With Certificate Intelligent Document Processing

Magellan Solutions

Certificate intelligent document processing can help SMEs sift through dark data. There is a projection that the certificate intelligent document processing or IDP market will reach $1.1 billion for this year alone. As more and more business’ data will exceed 175 zettabytes by 2025. Such data and information plays a crucial role for every business. However, the challenge here is the existence of the so-called “dark data” which comprises 80%.

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Spreadsheets are to Workforce Management as Dial-Up is to the Internet

Playvox

Spreadsheets are a useful way to get your contact center organized and off the ground but can quickly become a bottleneck to growth and efficient communication. Your resource planning and quality teams can become bogged down with duplicate sheets, unnecessarily manual processes, and even end up being over-staffed in your contact center. COVID-19 and the ensuing pivot in working environments we have all embraced are the two compelling reasons to move on from managing your contact center with spre

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the