ShepHyken

MAY 27, 2022

This week, we feature an article by Sowmya Juttukonda, content developer & digital media specialist at Knowmax , a knowledge management system to enhance customer service. She shares how organizations can create an environment that motivates employees to become more productive and improve customer experience.

Call Center 126

Call Center Technology Customers Engagement 126

Comm100

APRIL 22, 2024

The productivity of your customer service agents directly impacts your company’s success. Enhanced agent productivity not only accelerates response times but also elevates the overall quality of service. Keeping workflows flexible and scalable helps maintain productivity even as business needs evolve.

Omnichannel 52

Omnichannel Social Media Customer Satisfaction Culture 52

eGain Blogs

AUGUST 12, 2022

It is the Knowledge Management conference your CX needs. To quote Gartner, “Knowledge management (KM) is the No. At the conference, you will learn all there is to know about modern knowledge management —the missing ingredient in most customer service deployments, per Gartner—including the what, the why, and the how.

Demo 87

Demo Contact Center Events Workshop 87

ShepHyken

SEPTEMBER 3, 2021

This week we feature an article by Apira Giriharan, a Marketing Manager from Blackchair with extensive knowledge of all matters related to CX solutions. She writes about how contact center agents can maximize productivity and provide a better customer experience. What is a CX management platform?

Customer Experience Management 144

Customer Experience Management Management Contact Center Customer Experience 144

Joe Rawlinson

MAY 15, 2023

This information will enable you to make informed decisions about your products or services, pricing, and marketing strategies. As you launch your business, consider obtaining an associates degree in business management online to strengthen your knowledge in essential business management skills.

Financial 78

Financial Social Media Roadmap Loyalty 78

Team Support

APRIL 11, 2024

Manufacturing involves the process of transforming raw materials into finished products across industries and geographies. This encompasses diverse and significant complexities to accomplish tasks ranging from automobile production to chemical refinement. TeamSupport offers all of that, at scale, to help businesses drive success.

Multi-Channel 40

Multi-Channel Social Media Customer Satisfaction Demo 40

Gainsight

APRIL 8, 2024

By focusing on maximizing the value customers derive from products and services, companies can unlock new revenue opportunities and drive expansion within existing accounts. Community platforms offer customers a vibrant hub to connect, exchange insights, and glean valuable knowledge from peers.

Customer Success 52

Customer Success Engagement Customers Insights 52

Inbenta

DECEMBER 21, 2023

Here’s what you’ll learn: Definitions to the latest AI buzzwords and trends; Key differences and use cases of Generative AI and Conversational AI; Use cases for AI across customer service, contact center, knowledge management and as a productivity multiplier; Roadblocks and compliance barriers associated with AI.

Webinar 52

Webinar Contact Center Demo Definition 52

BirdEye

FEBRUARY 28, 2023

Social media has become a primary way for people to discover and purchase new products, which means hiring a dedicated social media manager can seriously benefit your business. Table of contents What is a social media manager? What does a social media manager do? What does a social media manager do?

Social Media 98

Social Media Management Engagement 2024 98

SurveySensum

JANUARY 5, 2024

Their insights revealed a surge in “workout plans” and “nutrition tips” queries on their knowledge base. These VoC insights are a powerful tool that unlocks what they love, want, and truly feel about products or services. But the challenge is – How do we gather these VoC insights from the knowledge base?

Insights 52

Insights E Commerce E-support User Experience 52

Comm100

MARCH 6, 2024

The advent of live chat has revolutionized the customer experience, the agent experience, and overall productivity. Cost-Effective Live chat can be more cost-effective than phone support, as it requires fewer human resources to manage the same volume of customer queries.

Customer Service Representative 90

Customer Service Representative Customer Service Communication Customer Service Strategies 90

Inbenta

OCTOBER 30, 2023

Here’s what you’ll learn: Definitions to the latest AI buzzwords and trends; Key differences and use cases of Generative AI and Conversational AI; Use cases for AI across customer service, contact center, knowledge management and as a productivity multiplier; Roadblocks and compliance barriers associated with AI.

Webinar 52

Webinar Contact Center Demo Definition 52

CSM Magazine

FEBRUARY 27, 2024

To succeed in this landscape, companies must have a knowledge management system that allows them to gather, analyse and utilise information effectively. A key tool for achieving this is an integrated knowledge platform. A unified knowledge platform ensures that decision-makers can access the insights easily.

Document 52

Document Innovation Social Media Insights 52

Gainsight

APRIL 12, 2024

Customer Success is paramount in driving product adoption. From a report, Gainsight found that 67% of respondents are using Digital Customer Success to effectively onboard and grow customer advocacy for their products. So who’s in charge? In our field, the composition of Customer Education teams can vary wildly. Maybe both?

Customer Success 52

Customer Success Management Customers 2015 52

Kustomer

NOVEMBER 3, 2021

In an era where information is generated, circulated, and shared at a dizzying rate, the need for businesses to find an exceptional way to manage and impart information has never been more important. Customer service knowledge base technology resides at the center of facilitating the kind of optimal service consumers now desire.

Document 98

Document Consumers Brands Information 98

Team Support

MAY 1, 2024

Its database not only simplifies the tracking of customer interactions but also allows for managing multiple brands seamlessly on one platform, ensuring a cohesive approach to customer service. The spotlight on TeamSupport’s service level agreement (SLA) management cannot be brighter.

Customer Satisfaction 40

Customer Satisfaction Customer Relationships Omnichannel Innovation 40

Magellan Solutions

AUGUST 4, 2023

Productivity is essential to success in many different fields. Productivity increases efficiency and also creates room for innovation and expansion. These AI tools for improving productivity are paving the way to improved efficiency. Today, we will explain how AI tools for improving productivity transform industry efficiency.

Call Center 98

Call Center Innovation Document Insights 98

Kustomer

JANUARY 7, 2024

And we give them a lot of credit — over the years, Intercom has evolved into an innovative customer service software with all the bells and whistles, offering best in class tools like real-time chat support, proactive messaging, guided product tours, resolution bot, omnichannel support and tons of integrations.

2024 97

2024 E Commerce E-support Social Media 97

CSM Magazine

MARCH 24, 2022

It is common knowledge that the retail industry thrives on positive customer interactions and feedback, so when reviewing the ways in which organizations can grow and remain competitive in their field, it is vital to craft plans that revolve around optimizing the customer experience. In retail, the customer is king. Enhance performance.

Retail 119

Retail Customer Experience 2004 Competitive Advantage 119

CSM Magazine

APRIL 23, 2024

It typically offers functionalities such as document management, employee directories, collaborative workspaces, and news updates. Additionally, intranets contribute to increased productivity by optimizing processes like employee orientation, knowledge sharing, and project coordination.

Document 52

Document Social Media Innovation Communication 52

ChurnZero

MAY 4, 2023

There’s a closely held growth secret among large B2B professional services firms, like consultants, accountants and law firms, that Customer Success Managers (CSMs) might appreciate: The more relationships a client has across a firm, the lower that client’s flight risk.

Feedback 98

Feedback Customer Success Customers Metrics 98

Totango

MAY 13, 2022

Customer engagement platforms are automation solutions that help you monitor, manage and optimize your client interactions. Learning management system (LMS) platforms. During the onboarding process, several categories of tools can help you engage customers as they learn how to use your product and encounter frequently asked questions.

Customer Engagement 103

Customer Engagement 2022 Engagement Return on Investment 103

Comm100

OCTOBER 17, 2023

Knowledge Bases : A centralized repository where customers can search for and find answers to frequently asked questions. Key Features : Ticketing, SLA management, automation workflows, omnichannel support (email, chat, phone, social media), knowledge base.

Customer Service 73

Customer Service Multi-Channel Omnichannel Social Media 73

COPC

MARCH 11, 2024

Do new hires find training effective, equipping them with the knowledge and skills to excel beyond the hiring phase? Do new hires feel confident in managing their workload and responsibilities? Do managers have the bandwidth and tools/processes to prepare for coaching conversations and give meaningful feedback? How do we know?

Call Center 98

Call Center Contact Center Culture Engagement 98

ShepHyken

NOVEMBER 4, 2022

This week, we feature an article by Baphira Wahlang Shylla, a digital marketer at Knowmax , a SaaS company that provides knowledge management solutions for various industries that are seeking to improve their customer service metrics. Leverage the Power of Knowledge Management System .

Customer Experience 65

Customer Experience Multi-Channel Call Center Omnichannel 65

CSM Magazine

APRIL 18, 2024

LLMs, on the other hand, can manage a much higher volume of customer inquiries simultaneously without any delay or fatigue. Email Filtering and Response Generation LLMs are capable of managing incoming customer emails by categorizing them, drafting responses, and even sending replies for straightforward issues.

Social Media 52

Social Media Customer Service Representative Interaction Customer Service 52

CSM Magazine

DECEMBER 6, 2023

In 2023, organizations learned that GenAI can help them achieve a breakthrough search experience to existing and prospective customers by delivering the right answers to their product and service-related questions, via a search or Chatbot interface for both customers and support agents.

2024 59

2024 Customer Service 2023 Customers 59

Team Support

OCTOBER 4, 2022

So in the cases where a customer is asking for something you can't provide, whether that's faster response times or new features (or a trip to the Moon with Wallace and Gromit), your business needs to manage their expectations. To this end, a ticketing management system, or the team behind it, needs to also manage customer expectations.

Customer Expectations 126

Customer Expectations Management B2B Customer Service Representative 126

West Monroe

APRIL 17, 2024

West Monroe found that a strong culture that emphasizes collaboration, learning, talent retention, and managed risk-taking is key to successful transformation. Manufacturing workforce management, development, and upskilling The most economical way of acquiring new skills is to develop them. Bad leaders lose talent.

Leadership 59

Leadership Culture Competitive Advantage 2024 59

Totango

DECEMBER 7, 2023

In Part 1 of our “Harmonizing the Hustle between sales and customer success” podcast series with the Customer Success Collective, Chris Dishman , SVP of Global Customer Success at Totango, drilled into the unique ability CS has in aligning cross-functional partners—sales, product, and marketing—to the opportunities that can drive customer value.

Sales 89

Sales NPS Customer Journey Customer Success 89

CSM Magazine

APRIL 17, 2024

Here we will explore the benefits of proactive customer service and why it’s an indispensable strategy for today’s customer support teams and managers. A Competitive Edge In an era where multiple businesses offer similar products or services, proactive customer service can set you apart from the competition.

Customer Service 52

Customer Service Return on Investment Social Media Customer Service Representative 52

Gainsight

FEBRUARY 13, 2024

Gainsight is thrilled to announce Community Unplugged – an immersive virtual event designed to empower you with the knowledge, strategies, and insights to cultivate thriving URL and IRL communities in 2024 and beyond. Are you ready to unlock the potential of your customer community? Register Now!

2024 52

2024 Events Engagement Connections 52

Help Scout

AUGUST 24, 2021

We all know the old axiom “knowledge is power.” And though it’s true, there’s a caveat: In order to unlock the power of any knowledge, people first need access to it. Access to knowledge is an issue many businesses face. Luckily, there’s a tool that addresses that very issue: knowledge base software.

Article 106

Article Roadmap Document Demo 106

CSM Magazine

MAY 2, 2019

A well-planned and maintained knowledge management system is the cornerstone of a successful customer experience strategy. No matter how great your product or service may be, customer experience can make or break your business: Modest improvements to customer experience can generate up to $775 million over three years for a company.

Management 91

Management Customer Experience Consumers Customers 91

Optimove

MARCH 26, 2024

Next-Gen Marketing Advancements: Shai Frank, Optimove’s SVP of Product, followed by announcing next-generation advancements to Optimove’s AI-powered Suite, OptiGenie, plus more new features to empower marketers. Product Manager, and Yarin Singolda, Customer Marketing & Community Manager.

2024 64

2024 Connections 2025 Download 64

SurveySensum

APRIL 16, 2024

From product managers and designers to developers and quality assurance testers, it involves cross-functional collaboration and clear communication to create great products that customers love. On the other hand, many software teams face difficulties in creating a productive teamwork environment. The result?

Social Media 52

Social Media Demo Feedback Communication 52

CSM Magazine

MAY 31, 2023

Keeping on top of your inventory management responsibilities isn’t always smooth sailing, and so it pays to be prepared for small hiccups and larger scale catastrophes alike. Utilizing an Inventory Management System (IMS) can automate much of the labor-intensive monitoring process, enabling you to make informed stocking decisions swiftly.

Management 52

Management Customer Satisfaction Sales Customer Expectations 52