ShepHyken

JANUARY 3, 2024

Our customers are smarter than they were last year (again). They no longer compare us only to our direct competition but also to the best service they’ve had from any company. TAKE ACTION: Sit down with your team and discuss their favorite companies to do business with inside and outside your industry.

Customer Service 231

Customer Service Customer retention Customer Experience 231

Beyond Philosophy

MARCH 14, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Other reasons we find ourselves in this situation aren’t about being polite, particularly at work. Another reason is that the team has poor communication systems. Click here.

Personalization 195

Personalization Management 195

CCNG

FEBRUARY 14, 2024

The question is, have our contact centers kept up with this knowledge evolution? Next, I thought about my new agents. It seemed that in these busy times, the training manager would ask if the minimum test scores for new hires could be lowered so that we could get them on the floor more quickly and meet our staffing requirements.

Contact Center 195

Contact Center At home agents Coaching Management 195

Beyond Philosophy

SEPTEMBER 1, 2022

So, today we are going to talk about intuition. Some proponents of intuition suggest that we should rely on our intuition more, that our guts are very wise, and that our lizard brain is very well attuned to what’s happening. We should not trust our intuition; it’s not always right, only sometimes.

Analytics 370

Analytics Consulting Consulting Personalization 370

ShepHyken

APRIL 11, 2023

She took our orders, and a few minutes later, a different server dropped off three of our meals. Then, two more servers brought a few more meals a moment later, and another server showed up just after that with the rest of our meals. Was it this server’s job to simply take our orders and let others do the work?

Customer Service 336

Customer Service Employee engagement 336

CX Accelerator

JANUARY 14, 2024

We've been on the path to establish the organization as a non-profit to help amplify our mission of equipping CX professionals on every stage of their career journey. A HUGE piece in this puzzle is the creation of our Board of Directors. It is free and will always be free for our members. We'd be honored to have you!

Customer Experience 182

Customer Experience 182

CX Accelerator

NOVEMBER 7, 2023

The representative on the phone went so far as to tell me that I should try calling my credit card company to see if they had any information about my flights. Ben Motteram , reminding us that we must act on our voice of customer data adds: 7) monitor their NPS (Net Promoter Score) on dashboards but do nothing to try to improve it.

Customer centricity 316

Customer centricity Airlines Feedback Construction 316

ShepHyken

JANUARY 5, 2022

I’m always on the lookout for great stories, whether I personally experience them, or they are sent in by our followers. While I provide the lessons, the example comes from one of our subscribers, Dawn Mushill, who shared a letter that BarkBox wrote to one of its customers. The message from BarkBox wasn’t about making a sale.

Personalization 434

Personalization Customer Experience Customer Service Sales 434

ShepHyken

JANUARY 31, 2023

He found that it often doesn’t cost much more to upgrade. So, I started thinking about this advice and how we can apply it to the customer experience. Essentially, I was thinking that we can proactively give our customers a better experience by bumping our efforts up a notch. So, think about this for a moment.

Customer Service 346

Customer Service Customer Experience 346

ShepHyken

FEBRUARY 22, 2022

They discuss how leaders can empower your customer service team by serving their internal customers first. The external customers are important, but the people that are going to serve those customers are also our customers, known as internal customers. Have conversations with your team to better understand what they need from you.

Coaching 307

Coaching Personalization Customer Service Management 307

ShepHyken

JUNE 16, 2021

You could feel that customer service was at the heart of what they were about. I’ve been to resorts where the name badges included where the team members were from. But on this trip, the name badges didn’t state where the team members were from. Case in point, our server was so excited to tell us about his family.

Customer centricity 347

Customer centricity Customer Service Customer Experience 347

ShepHyken

SEPTEMBER 15, 2021

Think about this … what if you were to charge a customer just to talk to you about what you would sell them? This is just to get you thinking about how good you really are. This is just to get you thinking about how good you really are. Our customers would get callbacks and email replies within two hours. .

Customer Service 417

Customer Service Customer Experience 417

Totango

APRIL 9, 2024

Our CS and sales experts say, “Neither.” Chris Dishman , SVP of Customer Success for Totango & Catalyst, hosted a roundtable discussion with industry leaders, including Rashmi Chari , Head of Global Customer Success for ThousandEyes, Kevin McIntyre , Chief Revenue Officer for Dealfront, and Madelyn DePrey , VP of Customer Success for Aircall.

Sales 106

Sales Outbound sales Revenue potential Accountability 106

Toister Performance Solutions

APRIL 11, 2024

It helps you use the Customer Service Foundations course on LinkedIn Learning with your team. Estimated time needed: 1 hour per week Group activities: 30 minutes per week Individual learning: 30 minutes per week Preparation Get ready for the training by preparing yourself and your team. Consider sharing it in a team meeting.

Customer Service 105

Customer Service Feedback Customer emotions Management 105

24-7 InTouch

APRIL 17, 2024

“We are excited for what the future holds for us as we continue to grow and empower our teams to think beyond conventional boundaries while delivering outstanding results for our global client partners.” Learn more about the Stevie Awards at [link]. To learn more about us, visit intouchcx.com.

Contact Center 105

Contact Center Technology Sales Management 105

The Northridge Group

APRIL 15, 2024

In our 3-part series: People, Process, & Technology — and the Intersection of AI, we have asked industry leaders in technology, people and process management to explain what AI is, what it isn’t, and how it can be a benefit (and a curse) in each area. It means your supervisors must be talking to their team regularly.

Technology 122

Technology Brand ambassadors Contact Center Multichannel 122

The Northridge Group

APRIL 22, 2024

In our 3-part series: People, Process, & Technology — and the Intersection of AI, we have asked industry leaders in technology, people and process management to explain what AI is, what it isn’t, and how it can be a benefit (and a curse) in each area. You’re glad to be a member of a team that puts customers’ needs first.

Technology 76

Technology Coaching outsourcing Customer centricity 76

Totango

FEBRUARY 23, 2024

Having a well-designed plan for those first few months can help to establish clear priorities, align your team, and make meaningful progress toward strategic goals. Among her first initiatives, she combined two separate marketing teams into one cohesive unit. It’s so easy for us leaders to focus on our team.

Marketing 97

Marketing Enterprise Sales 97

Totango

APRIL 4, 2024

Would everyone have the same goal, or would it vary from team to team? Revenue retention hinges on the collaborative efforts of CS and sales teams as they collectively shepherd customers throughout the lifecycle journey, from acquisition to retention and expansion. Establishing a source of truth across teams.

Sales 89

Sales Upselling Accountability SaaS 89

Cisco - Contact Center

APRIL 17, 2024

The Cisco team will be attending Hannover Messe next week, and we’re excited to network with our customers and industry leaders! We’ll be exchanging ideas, learning about their needs, and showing the… Read more on Cisco Blogs

82

82

TechSee

MARCH 7, 2023

As part of our Women’s History Month and International Women’s Day initiatives, we asked our own TechSee Super Women to highlight some of the amazing leaders in the technology, service, and support industries who inspire them, have helped grow their careers, or simply deserve to be celebrated for being awesome.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207

Momentum Telecom

JANUARY 9, 2024

The addition of Horizon enhances Momentum’s modern workplace portfolio of services enabling global businesses to thrive, by providing a robust customer migration process for enterprise voice, Microsoft Teams, SD-WAN and managed network solutions. High performing teams do more, achieve more, and win more.

Management 116

Management Customer centricity Enterprise Service level 116

Bill Quiseng

JANUARY 3, 2022

We are the Customer CARE team. We CARE for each member of our team: We COMMUNICATE with each other. We listen to our team’s questions, concerns, and complaints with empathy and compassion. We express information, and our suggestions and recommendations. Or even better ….

Customer Care 200

Customer Care Customer Service Personalization Employee engagement 200

IdeasUnlimited

MARCH 6, 2024

This service is not just about addressing customer queries; it’s about embodying the voice and ethos of your brand, ensuring that each interaction adds value to your customer’s experience. Our dedication to quality, innovation, and client satisfaction makes us the ideal partner for your business.

Customer Support 105

Customer Support Brand ambassadors Call Center Enterprise 105

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. To transform your organization to reach this next level, enterprises often need a change agent who can help both functional teams and customers shift their behaviors to drive better results in the post-sales journey.

Automotive 99

Automotive Journey mapping Self service Sales 99

Customer Service Life

FEBRUARY 29, 2024

In my current role, we’ve spent time discussing and honing our approach to these conversations to make them as consistent and effective as possible. Part 1 – Care about the human first Raise your hand if you’ve ever been guilty of diving right into the feedback portion of a conversation with an employee.

Contact Center 88

Contact Center Metrics Coaching Feedback 88

Eptica

AUGUST 24, 2023

In our latest blog we share key tips to help customer service teams optimise and get the most from the email channel. Read the full article on our parent company Enghouse Interactive’s site. In our latest blog we share key tips to help customer service teams optimise and get the most from the email channel.

Customer Service 116

Customer Service Best practices Management 116

24-7 InTouch

FEBRUARY 13, 2024

“Mexico is truly special with a talented bilingual workforce that is also geographically close to our US-based client partners,” said Mike Henderson, Global Chief Operating Officer at IntouchCX. About IntouchCX IntouchCX is a global leader in customer experience management, digital engagement, and technology solutions.

Contact Center 119

Contact Center Business Process Outsourcing outsourcing Call Center 119

Totango

JANUARY 3, 2024

It’s been an exciting journey, marked by significant milestones and a ceaseless effort to support our customers in achieving their goals. Superior to other CS software, Totango enables unlimited scalability and unmatched time to value due to our composable platform architecture and schemaless data model.

Enterprise 111

Enterprise Best practices Analytics Metrics 111

Momentum Telecom

NOVEMBER 21, 2023

We are thrilled to combine teams and expertise with Momentum and continue our commitment to pushing the boundaries of innovation in the world of voice-enabled Microsoft Teams and collaboration. Garcia will join the Momentum team as EVP of Modern Workplace & UC. The terms of the transaction were not disclosed.

Technology 111

Technology Management Marketing 111

Customer Service Life

DECEMBER 20, 2023

Image by Gerd Altmann from Pixabay It’s been 10 years since I wrote an article on this blog about the importance of never saying “No” to customers. I also shared about how the company I worked for at the time went even further and banned the word “unfortunately” from our ticketing system. Think about it.

Upselling 83

Upselling Contact Center Engineering Banking 83

Customer Service Life

DECEMBER 4, 2023

A customer called us out on YouTube Several months ago I received a message from a member of our marketing team alerting me to a comment we had received on one of our YouTube videos. For a bit of context, it is true that we don’t publicly post a contact phone number on our website — but we do call customers if they ask for it.

Contact Center 100

Contact Center Self service Personalization Accountability 100

Totango

NOVEMBER 15, 2023

We were recognized for our strength in end-to-end relationships, overall value, and leading features and functionality. Totango’s customer success software drives cross-functional enterprise teams toward enhanced productivity, retention, and growth. What our customers are saying With a trScore of 8.1

Enterprise 112

Enterprise Best practices Feedback Education 112

Momentum Telecom

OCTOBER 10, 2023

The acquisition will expand Momentum’s communications portfolio, merging its top-tier talent and further solidifying its position as a premier voice-enablement platform for Microsoft Teams. This acquisition aligns perfectly with our vision of enabling businesses to thrive by communicating and collaborating more effectively.

Technology 98

Technology Management Marketing 98

BlueOcean

APRIL 16, 2024

One Stevie judge commented on Blue Ocean’s nomination story, “I love reading about successes like this, especially with the data to support the claim. Blue Ocean thanks the Stevie organization for this honor and for recognizing the mission-critical work of our team. “We Learn more about the Stevie Awards at www.StevieAwards.com.

Contact Center 71

Contact Center Government Customer Care outsourcing 71

BlueOcean

MARCH 19, 2024

On the Blue Ocean blog, we talk a lot about the process of sourcing a strategic partner for your outsourced customer care program. We know a seamless outsourcing transition is essential for maintaining operational efficiency and customer satisfaction, and you need to go on the transition journey with a team of people you barely know.

outsourcing 71

outsourcing Customer Care Best practices Management 71

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 Enterprise Best practices Metrics 89