Comm100

JUNE 15, 2022

If you want your brand to stand head and shoulders above the competition, developing an unbeatable customer experience is essential. However, consistently achieving customer satisfaction across all aspects of your business is a considerable challenge. What is a customer experience (CX) program?

Customer Experience 86

Customer Experience Journey mapping Surveys Feedback 86

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.

SaaS 64

SaaS Customer centricity B2B Best practices 64

Enghouse Interactive

OCTOBER 21, 2020

AI Makes It Possible (Blog Series). Blog #4 of 4 The MORE you know. As we saw in yesterday’s webinar, both enhancing the Customer Experience (CX) and understanding the Voice of the Customer (VoC) are inextricably linked… for the better. Customers now expect: Their time be valued. The more YOU KNOW. .

Self service 76

Self service Contact Center Benchmark Chatbots 76

Beyond Philosophy

OCTOBER 31, 2016

Like millions of Wells Fargo customers, Lorraine and I have checked to see if we had any accounts opened with the bank without our consent. Like millions of Wells Fargo customers, we don’t trust them because they lied. Although it might have been interesting to read how many different ways customers could tell Wells Fargo where to go!

Banking 0

Banking Consulting Consulting Sales 0

Zappix

FEBRUARY 1, 2024

In the dynamic customer service landscape, businesses constantly seek innovative ways to enhance efficiency, reduce costs, and elevate customer satisfaction. Enter the era of Digital Self-Service—a transformative solution that addresses these challenges and propels customer support into the future.

Self service 52

Self service Customer Support Average Handle Time Wait times 52

Interactions

MARCH 28, 2024

39% of CX leaders polled by GDS state competing objectives and KPIs between departments within their organization as the reason their CX efforts are impeded. Strategic Crossroads: The panel explored the challenge of reconciling competing objectives and KPIs across departments that often impede CX efforts. Yet, many aren’t delivering.

Surveys 62

Surveys Customer centricity Contact Center Chatbots 62

Beyond Philosophy

SEPTEMBER 18, 2016

A: Wells Fargo Bank, the latest bank to suffer the scrutiny of the truth and forced to answer for taking advantage of its customers’ trust. A Customer Experience has several influences. When a customer is lied to, it matters. It creates negative emotions that are hard to overcome.

Banking 416

Banking Construction Accountability Sales 416

Lumoa

JANUARY 8, 2024

AI tools are changing the way we analyze customer feedback. This is where stepping up to a text analysis software or a comprehensive customer experience platform becomes a big move for your business. Think about all the customer feedback we see – tweets, reviews, comments, surveys. Their customers?

Feedback 157

Feedback Analytics Multichannel Surveys 157

ChurnZero

DECEMBER 27, 2019

I f ChurnZero were to release a greatest hits compilation of our top content, milestones, and life events in 2019, this blog post would be it. With over 70+ published blogs this year, we whittled down our list to the ten most popular posts from the ChurnZero team and friends. . Top 10 Blog Posts from 2019 .

Chief Customer Officer 64

Chief Customer Officer SaaS B2B Best practices 64

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. It represents a holistic approach that is aimed at transforming call center functions into a streamlined, customer-focused powerhouse.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

ChurnZero

DECEMBER 28, 2018

This has been quite a year for the ChurnZero blog. We’ve published +60 posts on a variety of Customer Success related topics like customer churn, product adoption, customer journeys and more. We even got a shout out from HubSpot as a top blog you should be reading in 2018. 10 Punny Customer Success Jokes.

Best practices 49

Best practices Metrics SaaS Sales 49

TeleDirect

AUGUST 10, 2022

It’s your main source of communication and customer service and the first place your clients turn when they have questions, experience issues or require support of any kind. You can also contact us at (800) 776-1081 for more information about specific call center KPIs within your industry. What Are Call Center KPIs?

Call Center 62

Call Center Metrics First call resolution industry standards 62

TeleDirect

MAY 12, 2023

Measuring and examining your call center metrics and KPIs (key performance indicators) will provide valuable information about your outbound call center’s performance and identify any weak spots. This data will help you make necessary improvements and help give a better outbound customer service experience to your clients and leads.

Call Center 62

Call Center Metrics Average Handle Time Scripts 62

Totango

DECEMBER 29, 2021

Knowing how to build a customer-centric roadmap helps you align your product development with what your clients truly want. This promotes customer satisfaction, benefiting your clients and bringing your business higher retention rates and upsell revenue. In this blog, we’ll look at the keys to building a customer-centric roadmap.

Customer centricity 97

Customer centricity SaaS Upselling Metrics 97

teleopti

MARCH 12, 2019

In Teleopti’s second blog on the subject of change, Patrik Vesterberg outlines a five-step methodology for defining metrics that add real business value. My first blog about change discussed how resistance to doing things differently is the arch nemesis of customer service. Therefore, is it time to revisit your KPIs?

Metrics 74

Metrics Construction Finance Engineering 74

Totango

DECEMBER 1, 2021

When you bring agile innovation to customer success , you empower your CS strategy with the latest technology. In this blog, we’ll look deeper at what an agile customer success strategy means and why you can benefit from using one. Then we’ll lay out seven steps to bring agile innovation to customer success.

Government 96

Government Journey mapping Accountability Benchmark 96

NobelBiz

MARCH 5, 2024

Are you grappling with the complexities of call center metrics, seeking to elevate customer experience, and driving operational excellence through insightful data analysis? This comprehensive approach allows businesses of all sizes to unlock a deeper understanding of their customer’s journey, preferences, and pain points.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

Totango

SEPTEMBER 13, 2022

Customer Success Playbook Strategies: Mapping a Path to Winning Outcomes. A customer success playbook maps out a game plan you can use to automate successful outcomes for your clients. We’ll walk you through a five-step strategy to promote customer success using playbooks. What Is a Customer Success Playbook?

SaaS 86

SaaS Upselling Best practices Customer retention 86

Totango

SEPTEMBER 6, 2022

A quarterly business review (QBR) gives you four opportunities per year to showcase the value your product delivers to customers. For a SaaS company, an excellent QBR strategy can help you ensure you’re providing a product experience that will make customers want to renew their subscription during renewal time. What Is a QBR?

SaaS 105

SaaS Technical Support Benchmark Accountability 105

Totango

AUGUST 18, 2022

A Customer Onboarding Checklist for Successful CS Teams. You need to clearly demonstrate the ins and outs of your software to ensure your customers know how to use it and how to employ it effectively in the pursuit of their enterprise’s unique needs and goals. Guiding customers through how to use basic features.

Journey mapping 92

Journey mapping SaaS Upselling Enterprise 92

Hodusoft

JUNE 8, 2022

Top Call Center Metrics and KPIs to Every Business Should Track. Running a call center is stressful as there are hundreds, if not thousands, of calls that you have to manage every day while ensuring to deliver outstanding customer service. In other words, it refers to the percentage of customer concerns resolved during the first call.

Call Center 98

Call Center Metrics Abandon rate call center software 98

CSM Magazine

APRIL 27, 2023

Customer satisfaction is one of the most important variables for any organization, and measuring it is essential for understanding how your consumers perceive your products, services, and brand. The good news is that there are various metrics and technologies available to help you measure and enhance customer satisfaction.

Metrics 52

Metrics Feedback Surveys Customer effort 52

Totango

AUGUST 25, 2022

Six Customer Engagement SaaS Strategies That Work. For software service providers, customer engagement SaaS strategies play a central role in a successful business model. Proactive interactions with your customers can increase satisfaction and retention, driving repeat business and referral revenue.

SaaS 96

SaaS Upselling Metrics Journey mapping 96

Call Design

SEPTEMBER 9, 2021

There is no better gauge as to the importance of customer experience when engaging with a brand’s contact centre than the millions of social media complaints that consumers have about their experience. Providing steady growth and development for your staff is crucial to maintaining KPIs. Clear Objectives (KPIs).

Gamification 146

Gamification Best practices Feedback Employee engagement 146

Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy. Customer service.

B2B 115

B2B Journey mapping SaaS Engineering 115

3CLogic

APRIL 10, 2024

A digital-first approach lies at the core of every contact center’s transformation strategy, yet solely relying on digital channels risks damaging your customer service. This is most likely due to a siloed data structure, where engagement data, contact history, and customer records are stored across separate systems. The outcome?

Management 64

Management Call Logging CRM Call flow 64

ShepHyken

MARCH 30, 2018

This week we feature an article by Julien Rio whos writes about the most common KPIs and how to understand them, select the right ones and how to improve them. – Shep Hyken. Depending on whether your Customer Care department is an extension of your marketing or your customer service strategy, the KPIs you give yourself may be different.

Customer Experience 213

Customer Experience Average Handle Time Customer Care Customer centricity 213

SmartAction

APRIL 20, 2022

These days, new hire turnover is often higher than 90% in the first 90 days, according to Mark Miller, global customer service advisor at J.D. Invest in the Employee Experience. Zappos is known for their customer service—with its “mission to deliver wow through service,” calls take as long as they need to take. Or the outcome?

Call Center 92

Call Center Virtual Agent Average Handle Time First call resolution 92

Fonolo

JANUARY 31, 2018

It’s going to be a big year in the world of contact center and in customer service technology. Will this be the year that messaging platforms from Facebook, Apple and others reach critical mass as a channel for customer service? We’re delighted that so many of you subscribe to this blog or visit us every week.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

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. The best way to gain this information is through customer engagement.

Enterprise 103

Enterprise Customer Support SaaS Sales 103

Nicereply

APRIL 27, 2022

To understand CXM and its importance, brands must first absorb the impact good (or bad) customer experience has on their customers and reputation. What is customer experience management (CXM)? Customer Experience is how a customer feels about your brand. The Benefits of CXM.

Customer Experience 104

Customer Experience Management Feedback Surveys 104

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

Totango

DECEMBER 7, 2023

Merging sales and customer success (CS) is a delicate art that is often challenging but necessary for driving business results and creating a frictionless customer journey. Teaming leaders from each of these functions to focus on a respective industry, these “pods” work together to build deep knowledge and vertical expertise.

Sales 89

Sales Enterprise Best practices Metrics 89

Totango

AUGUST 9, 2022

B2B customer segmentation gives you the power to customize your service and even personalize it for individual clients. This yields superior customer satisfaction, translating into higher revenue for your business. This article will give you six best practices for optimizing your B2B customer segmentation.

Best practices 99

Best practices B2B Journey mapping Upselling 99

SharpenCX

NOVEMBER 23, 2021

Grab a cup of coffee, snuggle up in a comfy chair, and get ahead in the customer service industry. Discover how you can continue to deliver the best customer experience and how you can better lead your call center. Articles to Help you Deliver the Best Customer Experience: .

Customer Service 128

Customer Service Morale Contact Center Call Center 128

Totango

AUGUST 5, 2021

Strategies for communicating with upset customers can help you retain clients and transform escalations into opportunities. In this blog, we’ll look at some common causes of customer communication problems before presenting four effective strategies for managing difficult conversations. Miscommunications.

Chatbots 118

Chatbots Best practices Interactive Voice Response Technology 118

Mindtouch

AUGUST 15, 2018

A knowledge base (KB) can make or break the self-service experience, for your customers and internal support agents. Shortcomings in any aspect can make it difficult for customers and customer support agents to be successful with your product or service. appeared first on MindTouch Blog. Download Checklist.

Management 84

Management Self service Customer Support Customer Experience 84