ChurnZero

JANUARY 25, 2024

How will customer success jobs, and the skills they require, evolve in 2024? As the role of CS changes, so do the critical skills required for CS teams, their leaders, and CS professionals seeking new roles. In 2024, these three skillsets will give CS individual contributors and their teams an edge.

2024 52

2024 Customer Success 2023 Leadership 52

Totango

MAY 13, 2022

Choosing the best customer engagement platform for your needs can make a massive difference in the success of your SaaS business. Knowing how your customers feel and what they’re thinking is essential for their satisfaction and your revenue growth. They can take several forms, including: In-app guides.

Customer Engagement 105

Customer Engagement 2022 Engagement Return on Investment 105

TechSee

AUGUST 31, 2022

However, not every visual engagement provider offers the ideal solutions to your needs. After speaking with hundreds of customers, enterprise buyers and our global team of customer success leaders, below are the five key questions to ask when evaluating a provider for your business. Internal Adoption. End-User Adoption.

Engagement 109

Engagement Technology Culture Omnichannel 109

Playvox

FEBRUARY 13, 2024

As a contact center leader, the top agents you hire, train, and manage are the clutch players. They are among your organization’s most valuable assets, and you depend on them to deliver loyalty-building customer experiences every day, with every interaction. It should be among your key strategies and always part of your playbook.

Contact Center 88

Contact Center Measurement 2022 Culture 88

PeopleMetrics

MARCH 25, 2022

Customer advisory boards (CABs) can be a powerful tool in your organization's arsenal. They can help you better guide your customer experience strategy , prepare for product launches, learn more about your audience—essentially any goal or initiative that would benefit from direct customer insight. How do they work?

Roadmap 118

Roadmap Feedback B2B Interaction 118

CSM Magazine

MARCH 6, 2024

A growing number of companies have started to use software to monitor how their teams work and how much they achieve in a given timeframe. Work Patterns One of the immediate benefits you’ll notice with employee productivity tracking software is getting a clear view of how work gets done in your organization.

Financial 52

Financial Insights Management Culture 52

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. She shares how BPOs can enhance your customer experience.

Customer Experience 65

Customer Experience Multi-Channel Call Center Omnichannel 65

CSM Magazine

MAY 12, 2022

Ross Daniels at Calabrio shares his top tips for an effective wellbeing programme to build a happy and productive team. In this workforce wellbeing management series, we’re bringing a magnifying glass to the current state of the contact centre, the rising stress levels in contact centres, and the action plan required to address them.

Competitive Advantage 59

Competitive Advantage Article Technology Definition 59

Magellan Solutions

JANUARY 17, 2024

It impacts everything, from performance to how the company is perceived. It’s the soul of your organization. It’s the soul of your organization. We offer proven strategies to help your organization attract talent, boost creativity, and provide personal and professional development opportunities.

Culture 52

Culture Leadership Feedback Social Media 52

ShepHyken

NOVEMBER 2, 2023

She writes about how you can align customer service and sales in your organization. But what if we told you that, in fact, customer service and sales are much more interlinked than you may think? And because of this natural synergy, it’s vital to keep these two areas of your operations as aligned and harmonized as possible.

Sales 58

Sales Customer Service Document Customer Satisfaction 58

Gainsight

JANUARY 4, 2021

As we embark on the New Year, now is the perfect time to catch up on Gainsight’s Customer Success resources from 2020. We compiled our best Customer Success resources from last year, from blogs to ebooks to webinars and podcasts. Here are over 65 Customer Success resources to catch up on and get you ready for the New Year.

2021 111

2021 Customer Success Webinar Multi-Channel 111

Eptica

MAY 20, 2020

Customer service and knowledge teams are scattered and working from home, knowledge is changing rapidly and consumer expectations are rising. To find out Eptica surveyed 1,000 UK consumers about their information needs and how they are currently being met. Published on: May 20, 2020.

Customer Satisfaction 127

Customer Satisfaction 2020 Consumers Banking 127

Kustomer

JULY 28, 2022

The global pandemic, the remote work movement, the advancement of commerce technology — are all factors that have contributed to a shift in the consumer mindset. Customer experience is inclusive of any aspect of a business that affects how a customer feels. How did that experience make you feel? TABLE OF CONTENTS.

Customer Experience 105

Customer Experience E Commerce E-support Social Media 105

ClearAction

OCTOBER 25, 2022

To propel your firm to world-class performance, an assessment for almost-automatic CX excellence is now available. You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career. How is value maximized?

Sports 71

Sports 2009 2022 Financial 71

SurveySparrow

NOVEMBER 28, 2023

But what exactly is the Kano Model, why is it used, and how can it elevate your business game? Your customers expect a tasty meal—nothing fancy, just good food. e.g., A TV remote with clear buttons for simple navigation. And the Kano Model stands out as a powerful tool for prioritizing features that truly matter to them.

Customer Satisfaction 52

Customer Satisfaction Workshop Roadmap Customer Expectations 52

Oracle

MAY 1, 2020

Many companies are now navigating how to not only keep operations running smoothly, but also how to maintain employee engagement and a positive workplace culture. After all, research by the Harvard Research Review shows that investing in your team’s well-being does more than retain a talented workforce.

Engagement 100

Engagement Books Events Financial 100

Stella Connect

NOVEMBER 9, 2021

From Black Friday until well into January, your customer service agents will face overwhelming call and chat volumes. To help you get started, we put together four key questions you need to ask yourself and your team to make sure you’re prepared for the influx of volume sure to come this holiday season.

Customer Service 87

Customer Service Poor Customer Service Contact Center Retail 87

Uniphore

JUNE 9, 2021

Getting the most from automation requires an “employee-first” approach that arms your agents with intuitive solutions to help them work more efficiently and effectively. Ultimately, the key to surviving and thriving in 2021, and beyond, will be finding creative ways to unleash your human potential.

Engagement 98

Engagement Contact Center 2021 Metrics 98

Win the Customer

MARCH 22, 2021

Because of limited personnel and limited financial resources, small business owners often need to wear multiple hats to keep their business afloat like the use of another address for their mailbox company. If you’re looking for Airtable competitors or alternatives for your company, check out this article. Accounting Software.

Technology 188

Technology Banking Information Management 188

CX Accelerator

MAY 28, 2019

Chief among these is our power to create a supportive and edifying dynamic among our teams. I can personally testify to the power of having a team who sincerely cares for one another. Your team has the capacity to adapt seamlessly and to meet any new challenge in real-time. That being said.it’s very, well, hard.

Culture 140

Culture Contact Center Events Hospitality 140

Call Experts

MARCH 18, 2020

As most organizations, cities, and states continue to prepare for Coronavirus (COVID-19), Americans are being forced into remote work environments, working from home, oftentimes, alongside their family. Without much preparation, many people are abruptly having to adjust to new ways of operating, managing and planning for life.

Contact Center 75

Contact Center Call Center 2018 Customer Journey Mapping 75

CSM Magazine

MAY 12, 2022

Companies noticed several benefits after the shift and chose to stick with remote work. According to a survey of US employers, 83% of respondents said their transition to remote work was a success. According to a survey of US employers, 83% of respondents said their transition to remote work was a success.

Communication 52

Communication Measurement Management Interaction 52

Talkdesk

JUNE 18, 2020

This is a guest blog from Amanda Verner, Marketing Manager at ProcedureFlow , a Talkdesk AppConnect partner. ProcedureFlow makes your employees experts faster. In the absence of co-workers, mentors or managers nearby to guide employees, the need for simple and effective knowledge management has intensified.

Management 63

Management Contact Center Government Document 63

ProProfs Chat

MAY 21, 2020

However, it also indicates that a lot depends on the kind of customer service operators you hire for your business. However, it also indicates that a lot depends on the kind of customer service operators you hire for your business. How to Write the Customer Service Representative Job Description? Customer Service Manager.

Customer Service Representative 111

Customer Service Representative Customer Service Communication Leadership 111

Help Scout

AUGUST 5, 2021

I told my manager, and all they said was, ‘You’re doing a good job, don’t worry about it.’” “I get to the point where I just don’t want to do anything. Support teams are hired for empathy. If you truly don’t care about your work quality, burnout is less likely. “I was working longer and longer hours just to keep up.” “The

Customer Service 135

Customer Service Customers Management 2019 135

SurveySensum

FEBRUARY 22, 2024

Imagine you are working in an organization that is incredibly famous and makes your resume stand out in a crowd of thousands. Well, this can be detrimental both to your productivity as well as the company’s. So, as an organization, would you want your employees to leave just for these reasons? But how to do that?

Employee Experience 52

Employee Experience Net Promoter Score Feedback Demo 52

CSM Magazine

JULY 26, 2023

UK analyst for the contact centre and CX industry ContactBabel in its 2023 Decision Makers Guide discovered a ‘very wide spread of attrition rates across the industry with 22% of respondents having to deal with attrition rates of over 30% compared to only 16% in 2020.’ Here are 7 steps guaranteed to point you in the right direction: 1.

2023 52

2023 2022 Customer Centricity 2020 52

Gainsight

SEPTEMBER 19, 2022

For Customer Success (CS) teams, creating and managing alignment is essential at all stages of your CS evolution. At the onset, you need to create organization-wide alignment around what customer success will mean and the impact it should make on your business. . How should a customer success handbook be developed?

Customer Success 52

Customer Success Document Definition Customers 52

SurveySensum

AUGUST 25, 2023

We act, we react, often in response to how others behave. This dynamic relationship, often influenced by a CSAT platform , can significantly shape the outcome So today, let’s look at the human side of strategy: How does employee engagement impact customer satisfaction , and how can you benefit from this interaction?

Customer Satisfaction 52

Customer Satisfaction Engagement Demo Loyalty 52

Gainsight

APRIL 10, 2023

Everything from how we serve our customers, retain them, and grow our business has changed—customer retention is no longer a nice-to-have, it’s a critical growth axis. CS teams are struggling with burnout, as they’re being asked to do more with less and deliver on customer expectations. What Is Digital Customer Success?

2023 59

2023 Customer Success Multi-Channel B2B 59

Inbenta

MAY 7, 2021

Failing to make the customer feel valued means losing potential customers and serious damage to your brand. Here’s how you can reduce your customer service response times to avoid lost leads. First of all, take a look at how your company is currently doing. Find out where you’re going wrong. If so, why?

Customer Service 116

Customer Service Social Media E Commerce E-support 116

CSM Practice

MAY 13, 2020

CSM Practice is now in its third week observing possible changes with the COVID-19’s effects on customer success management through our weekly survey. Our goal is to take the temperature of how Customer Success teams are impacted by the Coronavirus crisis. SIGN UP for our w eekly Customer Success newsletter.

Customer Success 83

Customer Success 2020 Download Customers 83

Help Scout

APRIL 27, 2021

Dear Patto, How can I hire people for my customer service team who are strong in soft skills but are also capable of learning the more technical aspects of our complex product? First, you need to understand how much technical skill is enough for your team. How do you help?”

Customer Service 90

Customer Service Document Customers Books 90

CustomerSuccessBox

JUNE 10, 2022

The moment we lose the synergy between two teams, they end up doing more than what’s required. Have you maintained the synergy between the teams, especially in remote situations? Well, this needs your attention. For illustration, the marketing team works in synergy with the sales team to pull off leads.

Communication 52

Communication Customer Success Culture Customers 52

Retently

MARCH 20, 2024

What can the CATI survey do for your research? Key Takeaways CATI (Computer Assisted Telephone Interviewing) upgrades traditional phone surveys with modern technology, enabling multilingual support, better respondent management, and direct data entry into a structured database.

Connections 78

Connections Insights Feedback Technology 78

CSM Magazine

JUNE 10, 2021

Fed up of negative contact centre perceptions limiting your budget, resources and potential? Nick Smith at Calabrio , discusses how you can overcome these concerns and reposition your contact centre as a “profit centre”, instead of a “cost centre”. According to a 2020 Call Centre Helper report , 23.9% A further 10.2%

Call Recording 105

Call Recording 2020 Customer Satisfaction Insights 105

SurveySparrow

AUGUST 29, 2022

Need to help employees set and manage goals, but unsure where to begin? In this article, we give you a clear, easy-to-follow employee goal-setting framework for setting smart goals that are aligned with your company’s goals, priorities, and mission. Gain clarity on your team’s goals and your organization’s overall business goals.

Management 52

Management Measurement 2022 Article 52