BlueOcean

MARCH 19, 2024

Love them or hate them, in business, as in life, transitions are inevitable. On the Blue Ocean blog, we talk a lot about the process of sourcing a strategic partner for your outsourced customer care program. Long Story Short: Outsourcing is a business of wins and losses. Yes, Legal, we’re looking at you.

Customer Care 177

Customer Care Document Sports Communication 177

BlueOcean

MARCH 19, 2024

Love them or hate them, in business, as in life, transitions are inevitable. On the Blue Ocean blog, we talk a lot about the process of sourcing a strategic partner for your outsourced customer care program. Long Story Short: Outsourcing is a business of wins and losses. Yes, Legal, we’re looking at you.

Customer Care 156

Customer Care Document Sports Communication 156

ShepHyken

JANUARY 29, 2024

Every job is connected to the customer experience, and employees should be aware of how their performance affects the customer’s perception of the company. It’s not enough to expect employees to prioritize the customer without equipping them with the necessary tools and support to execute effectively.

Customer Experience 96

Customer Experience Customer Centricity Culture Leadership 96

COPC

MARCH 11, 2024

The Proof is in the Data Figure 1 provides a definitive snapshot of how job satisfaction influences employees’ intentions to stay with their current employers. See here for more information on how to do this. Does the job description and posting align with pertinent minimum hiring requirements and expectations around the role?

Call Center 97

Call Center Contact Center Culture Engagement 97

ShepHyken

JANUARY 11, 2023

Do we make that same effort for our employees? Do we invest in technology and processes that make it easy for employees? I had a chance to learn from one of my clients, Mitel, about this very topic. Giving them data and information about the customer will help them make good decisions. But employees do care.

Employee Experience 130

Employee Experience Customer Experience Call Center Customer Service Training 130

TechSee

SEPTEMBER 7, 2021

However, it enables brands to connect directly with consumers and engage with them throughout their product ownership. Brands can communicate with their customers providing them with added value beyond the point of sale in areas such as: product support . Here are five innovative visual assistance use cases you should consider.

Sales 191

Sales Consumers Technology Contact Center 191

Beyond Philosophy

APRIL 11, 2024

The reason I do is because over half of any experience is highly influenced by customer emotions, which, among other things, motivate customers to act. It’s our job to determine what it is. It’s our job to determine what it is. But how should you do it, and why is it important? Both are fair questions.

Books 78

Books Customers Insights Marketing 78

Retently

NOVEMBER 27, 2023

Business owners now realize that there are many reasons that companies, both big and small, outsource various jobs, and Customer Success is no different. But regardless of the size of your business, it is always good to reduce the costs when it is possible to do so.

NPS 147

NPS Net Promoter Score Multi-Channel Customer Success 147

Experience Investigators by 360Connext

MAY 7, 2024

It’s time to test AI’s limits, see what it’s good at doing, and find out where it falls short. It’s time to test AI’s limits, see what it’s good at doing, and find out where it falls short. (We The secret is that very few leaders do. We know you might not feel ready. First: A few definitions and clarifications.

Customer Experience 143

Customer Experience Social Media Customer Journey Interaction 143

ShepHyken

MAY 27, 2022

” We want to derive value from our work today, and when we do so, it naturally motivates us to do our jobs better. . This week, we feature an article by Sowmya Juttukonda, content developer & digital media specialist at Knowmax , a knowledge management system to enhance customer service.

Call Center 127

Call Center Technology Customers Engagement 127

Retently

APRIL 18, 2024

Discover the effectiveness of in-app NPS surveys in capturing customer sentiment and learn best practices for embedding them into your digital platform for more meaningful insights that drive growth. In this context, in-app NPS (Net Promoter Score) surveys prove to be essential tools. Let’s get started. What’s NPS All About?

NPS 78

NPS Net Promoter Score Feedback User Experience 78

Beyond Philosophy

JUNE 6, 2024

Unfortunately, it also creates enormous problems for organizations that don’t know what to do with it. However, playing with ChatGPT didn’t give us the whole picture. I want them to consider the customer and what is happening versus where they want to go. Listen to the podcast: This has been created in partnership with NICE.

Technology 78

Technology 2023 Contact Center 2022 78

BirdEye

SEPTEMBER 15, 2023

Anything you can do to bring efficiency and agility to this function, you must embrace it, and that begins with using AI in sales processes. Why do we need AI in sales? Why do we need AI in sales? Sales is one of the most important functions in every organization – it defines your growth and business success.

Sales 109

Sales 2023 Demo Social Media 109

CSM Magazine

APRIL 17, 2024

While the job market is still strong in some industries and regions, heightened global tensions, high inflation and high interest rates have increased business uncertainty. In some cases, you may not even need a human to do certain tasks – which is where the integration of AI often comes into play.

Customer Service 59

Customer Service 2024 Sports Banking 59

Magellan Solutions

SEPTEMBER 6, 2023

Instead, it’s a powerhouse tool transforming the service provision game. Another 27% are gearing up to do so within the next two years. Because AI can do what humans can’t. BARD is exceptional at handling difficult conversations and giving detailed answers. Why the AI frenzy? It’s none other than Chatbots!

Customer Engagement 98

Customer Engagement Engagement 2023 Social Media 98

CSM Magazine

AUGUST 9, 2023

But how do you keep your team motivated and engaged? People love to be appreciated for their hard work, and it’s essential to acknowledge and reward your team members when they do a great job. When people see that there is room for growth, it provides them with a clear career path and a sense of purpose.

Customer Service 52

Customer Service Feedback Communication Events 52

SurveySensum

JUNE 10, 2024

Why did Mark give the score ‘5’ on your CSAT survey? Unlike closed-ended questions that restrict answers to predefined options, open ended survey questions give participants the freedom to express their thoughts, feelings, and experiences in their own words. Examples include: What do you like most about our product/service?

Demo 52

Demo Insights Feedback Net Promoter Score 52

Comm100

JANUARY 23, 2023

With economic uncertainty ahead, some organizations are asking employees to make do with fewer resources, while others are increasing CX investment. They were leaving to move to better jobs. With workers harder to come by, employers will need to do more to attract and retain talent in the years ahead.

2023 125

2023 Customer Experience E-support Customers 125

Beyond Philosophy

AUGUST 25, 2022

The phone notices that I want to use the apps at a particular time of day, so it pushes them to me proactively. Triant thinks the best way to define proactive customer experience is to describe how a company reaches out to solve a problem before the customer contacts them. Defining Proactive.

Contact Center 147

Contact Center Hotels Social Media Interaction 147

BirdEye

AUGUST 3, 2023

When you want to understand your customers’ happiness, you can send them a CSAT survey to gather feedback on your products, services, or customer behaviors. Imagine a world where every customer leaves your store, feeling satisfied and eager to return. This utopian scenario is the dream of every business owner. Why measure CSAT score?

Customer Satisfaction 98

Customer Satisfaction Customer Centricity Culture Net Promoter Score 98

ShepHyken

MARCH 11, 2022

People quit their jobs in record numbers last year, and many of them never jumped back into the world of work. How do you become the type of company where people want to work? Here are five ways to do just that. . Give Employees a Voice. Customers want convenience and so do your employees. Offer Hospitality.

Employee Experience 95

Employee Experience Hospitality 2022 Article 95

Playvox

JANUARY 30, 2024

There’s more to engaging, motivating, and empowering employees than simply giving lip service with buzzwords like “you’ve got this,” “quick win,” and “continuous improvement.” Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching.

Contact Center 79

Contact Center Feedback Culture Engagement 79

Playvox

FEBRUARY 20, 2024

Not only do contact center agents want additional flexibility in their work schedules, but many leaders saw that agents did not need to be in a defined office space to get their jobs done well. Overall, remote work has redefined how we collaborate and do business. First, let’s define remote work.

Management 88

Management Contact Center Communication Feedback 88

Totango

OCTOBER 20, 2022

Just what does a customer success manager do? A customer success manager helps customers continually see value in your product by helping them discover new features and teaching them how to use your product to their maximum benefit. Here we’ve identified the 13 most essential qualities to consider when hiring a CS manager.

Customer Success 91

Customer Success Management Social Media Sales 91

ShepHyken

MARCH 18, 2024

Do You Know Who Your Competition In Business Really Is? My Comment: Smart companies are now using AI to help them understand customer behavior and preferences. This article takes a look at the advantages that AI and other emerging technologies are giving us. For years, I’ve said that customers are smarter than ever than ever.

2024 81

2024 Article Customer Service Government 81

Help Scout

SEPTEMBER 2, 2021

As we outline what a tier 2 support job description for this company might look like, consider which elements work for your team and which may need to be adjusted. As we outline what a tier 2 support job description for this company might look like, consider which elements work for your team and which may need to be adjusted.

Culture 102

Culture Reference Customer Service Representative Document 102

COPC

NOVEMBER 15, 2023

This first installment, “ Call Center Attrition: Avoid the Dilemma of First-day Ghosting ,” will cover how to create the job description and implement a successful preboarding program. Indeed, a prospective employee evaluates a company as their future employer through the recruitment process just as much as an employer evaluates them.

Call Center 95

Call Center Contact Center Engagement Communication 95

COPC

DECEMBER 23, 2022

Give a precise explanation of the importance of the employee’s work, how it fits into the bigger picture and why their role matters. Letting employees know about company challenges and including them in strategies allows them to be part of the solution.   . Engaged employees want to feel part of something.

Engagement 87

Engagement Contact Center Culture Feedback 87

CSM Magazine

NOVEMBER 25, 2020

Give employees the tools to do the Job – a nd reap the rewards because motivation makes businesses successful. Start by giving them the tools to do their job to the best of their ability, and make time for line managers to build rapport with their staff, so that they can support and nurture them.

Social Media 59

Social Media Call Center Engagement Information 59

West Monroe

JUNE 6, 2024

With the significant surge in GenAI use and experimentation over the past few years, Microsoft and LinkedIn report that 3 in 4 knowledge workers are using AI tools at work. Instead, they are going to have to convince them to use it the way the company wants. What risks do we need to consider and mitigate? That ship has sailed.

Innovation 40

Innovation Government Culture Feedback 40

ShepHyken

DECEMBER 2, 2022

Do not underestimate the value of having a well-informed, friendly voice on the other end of the line. Empowering your agents with the right tools and a supportive environment to offer the best customer service possible will only strengthen your business. This means emotions are heightened, and stress levels are rising.

Contact Center 71

Contact Center Customer Experience Omnichannel Social Media 71

Kustomer

SEPTEMBER 4, 2023

Coaching is not only a way to remove roadblocks, but also to keep them from happening in the first place. Coaching typically comes after training, when the employee is equipped with the baseline knowledge and begins to do their job. The modern consumer landscape is ever-evolving, and agents need personalized coaching to adapt.

Customer Service 98

Customer Service Contact Center Feedback Call Center 98

BirdEye

OCTOBER 11, 2023

Investing in processes and tools that contribute to customer delight significantly impacts the bottom line. In this session, we will talk about a few things you can do to delight your customers, and by simply doing that, you can generate more revenue for your business. “Customer delight helps business growth.

Sales 109

Sales Social Media Customers Multi-Channel 109

Gainsight

MAY 22, 2024

We made a playbook for ensuring that AI is a tool that makes it easier for people to do the work they love—not a robot that takes all the most important work away. We made a playbook for ensuring that AI is a tool that makes it easier for people to do the work they love—not a robot that takes all the most important work away.

2024 52

2024 Chief Customer Officer 2025 Books 52

ChurnZero

JANUARY 18, 2024

So, what should a company seeking to hire a CCO look for, and what should be included in the job description? Three chief customer officer job descriptions we love That candidates should have a “tolerance for ambiguity” sums up both the skills required of candidates, and the feeling some businesses may have in hiring a CCO.

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Insurance Customer Satisfaction 52

CSM Magazine

MARCH 1, 2024

Training programs aren’t just an additional administrative job. This empowerment enables employees to excel in their current roles and motivates them to continuously push the boundaries of their potential. New technologies also help them stay competitive and relevant in the long run.

E-support 52

E-support Workshop Feedback Technology 52

BirdEye

MAY 13, 2024

That’s precisely what audience insight tools do. These tools enable you to uncover trends and audience interests, allowing you to run well-targeted campaigns that propel your business forward. With audience insights tools, you gain a competitive advantage, ensuring you hit the bull’s eye with every piece of content you produce.

Insights 62

Insights Social Media 2024 Multi-Channel 62