Playvox

FEBRUARY 16, 2024

Advances in technology allow contact centers to use data in much more manageable ways, redefine how to engage with customers, gain efficiencies, and leverage actionable insights to improve quality management (QM) and the customer journey. A plethora of data are now available.

Contact Center 75

Contact Center Management Call Center Omnichannel 75

Lumoa

APRIL 28, 2024

But how can you support your customers on all the different channels they reach out on and offer a personalized yet unified response? At the same time, your customers expect to get the same level of support , no matter if they reach out on Facebook or via email. The pressure is rising for businesses to step up their CX game.

Feedback 83

Feedback Multi-Channel Consulting Social Media 83

CX Accelerator

NOVEMBER 11, 2022

Project/Program Management. Change Management. Once the strategy has been developed, negotiation and influencing skills are required to garner support from executives and get them to contribute investment and remove roadblocks. Having a good project manager will increase the likelihood of that initiative’s success.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

Think Customers

MAY 1, 2024

Seamless customer experiences and clear interfaces are two key elements leveraged by successful tech enterprise to generate adoption, with design being the key to overcoming solution complexity. The answer to success: Overcoming decision fatigue In many cases, what limits adoption is our ability to decide (or lack thereof).

ROI 52

ROI B2B Sales Customer Success 52

BirdEye

DECEMBER 8, 2023

Here's a general follow-up email example you can use for most situations: Hi [Name], I just wanted to follow up about [topic]. TruForce used Birdeye to track, manage, and communicate with customers via text, email, social media, phone calls, and more. Feel free to reach out if you need any other details on [topic].

Demo 110

Demo Events Communication Feedback 110

ShepHyken

APRIL 28, 2024

My Comment: I’ve been studying how different brands are creating successful loyalty programs. This article includes five ways to manage the VIP experience, and of course, there’s technology, personalization, and more. My Comment: And as long as we’re on the topic of loyalty programs, here’s another informative article.

2024 70

2024 E Commerce Article Loyalty Programs 70

Playvox

MARCH 5, 2024

And behind the scenes, how do you ensure your quality management (QM) processes are keeping up? Let’s examine the role of AI in streamlining quality management processes to help modern contact centers rise to the ever-changing customer experience landscape. How do contact centers not only survive but thrive in this new era?

Contact Center 78

Contact Center Management Omnichannel Interaction 78

Totango

JANUARY 2, 2024

In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS. Drive business outcomes leveraging Totango The first topic we discussed was how each of our experts leveraged Totango to drive business outcomes within their respective organizations. Need help getting started?

Customer Success 99

Customer Success Customer Journey Mapping 2024 Automotive 99

Lumoa

FEBRUARY 9, 2023

Our A to Z Guide to Customer Experience Definitions and Terms covers everything you need to know, from clear definitions of key terms to a comprehensive overview of the topic. Actionability is also, as we believe, one of the essential aspects of customer experience management. How do you take action on customer experience?

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

ShepHyken

AUGUST 9, 2021

The Forbes Young Entrepreneur Council (YEC) has written an article that gives insights from eight very successful members on how to do exactly that. My Comment: We’re back to one of my favorite topics, convenience. I even wrote an entire book devoted to this topic, The Convenience Revolution. It is when it happens.

2021 145

2021 Article Customer Service Social Media 145

Totango

MARCH 8, 2022

Getting involved in the best customer success communities can give you access to the resources you need to take your CS team to new levels of performance. Here’s our guide to the top customer success communities in 2022 and what they have to offer. What Is a Customer Success Community? Supporting CS research.

2022 115

2022 Customer Success White Paper Social Media 115

Playvox

MARCH 19, 2024

Infusing artificial intelligence (AI) into processes is top of mind for business leaders and managers in all industries and across all job functions. These “cutting-edge” technologies at the time helped managers better distribute and manage voice calls more efficiently. What Is Contact Center AI?

Contact Center 74

Contact Center Net Promoter Score Average Handle Time Omnichannel 74

Gainsight

FEBRUARY 29, 2024

Partner Success has been long talked about in Customer Success programs, but it’s had limitations in practice due to technology constraints like data security requirements and lack of Customer Success capabilities among partners. The Power of Partnerships The biggest asset partners bring to SaaS vendors is trust.

Customer Success 52

Customer Success Webinar Roadmap Customers 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

BirdEye

APRIL 26, 2024

But, maintaining an active presence by posting consistently across all platforms while managing multiple accounts can be daunting. Birdeye Social Birdeye Social is one of the leading content-creation tools for social media management. Adobe Veed.io BirdAI Content, mainly social media content, often demands a constant presence.

2024 58

2024 Social Media Multi-Channel E-support 58

COPC

APRIL 1, 2024

These advancements are not only reshaping new hire training but are also setting new benchmarks for efficiency and effectiveness in customer support. research shows that a sizable percent of organizations (42%) currently use AI for customer support or plan to do so, signifying a trend toward adopting AI in customer care functions.

Customer Experience 89

Customer Experience Contact Center Technology Banking 89

Playvox

FEBRUARY 6, 2024

It’s often the continuous improvement or quality management (QM) piece where contact centers struggle. In an era of agent turnover, budget cuts, and fleeting customer loyalty, it’s useful to explore the evolution of quality management from its traditional, compliance-focused roots to a modern, customer-centric approach.

Customer Centricity 83

Customer Centricity Contact Center Management Customer Satisfaction 83

BirdEye

FEBRUARY 28, 2023

Having a social media presence is crucial for success in today’s market. 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?

Social Media 98

Social Media Management Engagement 2024 98

Lumoa

MARCH 12, 2023

A customer experience platform is a set of tools designed to help a business manage and improve—you guessed it—the customer experience they provide. These tools typically include features such as customer data management, analytics and reporting, automation, and personalization. Centralized data management. Data privacy.

Customer Experience 83

Customer Experience Customer Journey Mapping NPS Consulting 83

ChurnZero

MARCH 30, 2021

As we are always on the lookout for new and interesting Customer Success resources, we thought we’d do a roundup of our favorite Customer Success infographics. . Why Customer Success Matters. Topic: Learn about the importance of implementing a Customer Success program. Customer Success Around the Web.

Customer Success 98

Customer Success Metrics Measurement Customers 98

ChurnZero

FEBRUARY 9, 2021

To help you amp up your Customer Success management skills here’s a breakdown of our top recommendations for courses to consider taking. Customer Success Management Fundamentals. Course Description: New to customer success management (CSM)? Value Realization Best Practices for Customer Success Management.

Customer Success 98

Customer Success Customer Journey Mapping Consulting 2021 98

CSM Magazine

FEBRUARY 16, 2024

The event will play host to a wide range of showcases from various businesses, each sharing solutions and technology focused on different aspects of customer experience management. One of the other main dimensions of the event is its lineup of speakers, coming from a range of multinational companies.

Contact Center 52

Contact Center 2024 Seminar Insights 52

Playvox

SEPTEMBER 6, 2022

Whether your customer service center is remote, hybrid, or moving back to the office full-time, agent engagement is critical to success—now and into the future. In fact, it predicts that by 2024, 30% of organizations will have moved their customer support centers’ operations off-premises. Communicate. Kimberly C., Kimberly C.,

Contact Center 86

Contact Center Connections Engagement 2024 86

BirdEye

MARCH 27, 2024

Twitter ads manager 4. Social media management tools Impact of Twitter impressions on engagement 6 ways to increase impressions on Twitter 1. They allow you to gauge the success of your targeting strategies, ad creatives, and overall design. Twitter Analytics 2. Individual tweets 3. Use relevant hashtags 2.

Engagement 63

Engagement Social Media Metrics Measurement 63

Totango

AUGUST 11, 2022

First, we’ll look at how digital client relationships differ from live interactions and what this implies for SaaS customer relationship management. Finally, we’ll cover how customer success software can help you automate your digital client relationship-building strategy. Provide timely and relevant support.

Net Promoter Score 105

Net Promoter Score Social Media Customer Journey Mapping Multi-Channel 105

Gainsight

NOVEMBER 16, 2023

Every year at Pulse Europe , we recognise European industry leaders who have made significant contributions to the field of Customer Success (CS), driving innovation and transforming the way businesses engage with their customers. They don’t just think about success for a few customers, they set out to accomplish success for all customers.

2023 52

2023 Telecommunications Contact Center Innovation 52

ShepHyken

JULY 9, 2021

It is a fantastic way to grow your customer base and enhance your enterprise’s success. or other helpful topics. The goal is to make your clients feel valued and supported. You can do this by monitoring the conversations on your social media platforms to identify topics that are relevant to the active members.

E Commerce 135

E Commerce Social Media E-support Consulting 135

CSM Magazine

JUNE 30, 2021

AI chatbot handles peaks and supports business growth. Proud of its reputation for exceptional 24 x7 customer service, the company wanted to scale its support for players while managing any peaks in demand. We needed to find a way to rapidly scale to support any increases in traffic.”. Supporting business growth.

2001 105

2001 2006 Hospitality Brands 105

Gainsight

MARCH 7, 2023

Customer success (CS) is on the verge of a digital revolution, and one-to-many tactics that increase Customer Success Manager (CSM) efficiency are making a real splash. A key digital strategy to efficiently scale CS teams is pooled customer success management (pooled CSM). Here’s a look at how it works.

Customer Success 102

Customer Success Management Customers Healthcare 102

ChurnZero

DECEMBER 27, 2022

Throughout the year, the ChurnZero team has shared content that explores so many different aspects of Customer Success, from career growth strategies and team management frameworks to retention tactics and industry benchmarks. Top ten Customer Success resources of 2022. 3/ Mythbuster: Customer Success Manager coverage ratio.

2022 90

2022 Webinar Leadership Metrics 90

Gainsight

JULY 25, 2023

The biggest difference comes down to having the resources to manage it properly, something companies are struggling with during these uncertain economic times. There are many ways to support all these dimensions and lots of different technology you can use. However, the right technology can help those that don’t have the resources.

B2C 52

B2C B2B Customer Journey Customer Success 52

Upstream Works

NOVEMBER 30, 2022

As pandemic conditions led businesses to shift to work-from-home, many contact centers lacked the capability to properly support remote agents, making their jobs more difficult. However, CCaaS isn’t the complete answer and will not guarantee success. Going into 2023, contact volumes are going to remain high.

Contact Center 78

Contact Center Customer Experience 2023 Customers 78

ChurnZero

APRIL 11, 2024

Every customer success leader I know is being asked to do more with less. Being asked to do more with less has turned the concept of digital customer success from a nice-to-have to a must-have. Being asked to do more with less has turned the concept of digital customer success from a nice-to-have to a must-have.

Customer Success 52

Customer Success Document Customer Journey Mapping B2B 52

Lumoa

APRIL 3, 2023

We asked Anna-Maija what inspired her to start her own company and how she supports her customers to take the next step in CX. “B2B Customer Experience Agency was established in 2022 from my personal passion to support B2B companies in CX. I see CX as a Service. Find out more about how we can help you.

B2B 83

B2B Customer Experience Customer Centricity Consulting 83

SurveySensum

JANUARY 9, 2024

In this digital age of customer shopping behavior, customer experience is not JUST a desirable outcome – it’s CRITICAL to your business’s success. These scores provide a quantitative measure of how well a company is meeting customer expectations and, consequently, how successful their customer service interactions are.

Metrics 52

Metrics Customer Satisfaction Customer Service Representative Culture 52

CustomerSuccessBox

SEPTEMBER 20, 2021

Over the last few years, we’ve seen a lot of growth in the Customer Success space, which means there’s now even more content out there on the web for you to research, consume and rely on. Let’s look at the top customer success blogs. As well as their actionable customer success platform they provide a widely respected blog.

Blog 64

Blog Customer Success Customer Centricity Consulting 64

Lumoa

JANUARY 8, 2024

And, if you’re nodding along, I’m also betting you’re savvy enough to know that the future of business success is tightly intertwined with embracing Machine Learning (ML) and Artificial Intelligence (AI). Topic Modeling: This is the opposite of digging deeper into the sentiment. We know Apple’s global.

Social Media 157

Social Media Feedback User Experience Insights 157