TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Nicereply

MARCH 14, 2023

Being a support manager is a demanding job that requires constant learning. These 17 books contain critical lessons that every support manager will benefit from. Every customer support manager has a busy life. Notable quote: “ How do we get people to act on our ideas? Priorities are constantly competing.

Management 98

Management Call Center Metrics Entertainment 98

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. Your culture is the set of beliefs held by your employees about your company: who and what it is for, what it values, and how they act in response to those beliefs.

Customer Service 139

Customer Service Customer centricity Chief Customer Officer Metrics 139

Nicereply

MARCH 16, 2022

Customer Experience departments are the shapeshifter departments of an organization. Every company seems to understand and define customer experience differently and measure it with unique KPIs. She had a very unique solution to this structure: incorporating Sales into the Customer Experience team.

Sales 111

Sales Customer Experience Upselling Self service 111

Beyond Philosophy

FEBRUARY 24, 2016

Changing your culture is never an easy task. Your culture is the way it is because of the way the organization is. Remembering your people need your support. Inc.com has an excellent article by Shawn Murphy listing 10 common mistakes that you should avoid when building your culture. I agree with them all.

Management 283

Management Metrics Customer centricity Consulting 283

Nicereply

APRIL 12, 2023

A strong customer service team culture is the direct result of trusting, engaged employees. Team culture has become a bit of a buzzphrase over the past few years, but for good reason. Customize how you show your gratitude to each individual. But let me stop you there.

Customer Service 98

Customer Service Feedback Healthcare Education 98

24-7 InTouch

AUGUST 15, 2023

With customers from diverse linguistic backgrounds, providing a seamless and personalized customer experience (CX) has become a crucial factor in building brand loyalty. One effective way to cater to a multilingual customer base is by offering multilingual CX. This is a potent driver of customer loyalty and advocacy.

Marketing 52

Marketing Personalization Customer Experience 52

OctopusTech

DECEMBER 21, 2023

We’ll delve into the key aspects of how outsourcing your call center could transform your company in this blog post. Understanding Outsourced Call Centers Outsourcing Call Center Services involves entrusting specific business functions, such as customer support, to external service providers.

outsourcing 62

outsourcing Call Center Multichannel call center professionals 62

ClientSuccess

FEBRUARY 22, 2023

Have you ever wondered about the difference between customer success and customer support? While both are important for ensuring customer satisfaction and retention, they have different objectives and approaches. Unlike customer support, which is reactive, customer success is proactive.

First call resolution 70

First call resolution Best practices Upselling Education 70

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

Wait times 89

Wait times Feedback CRM Surveys 89

Global Response

AUGUST 7, 2023

Culture is one of the most nebulous aspects of any company or team—but creating a positive one can make or break your employee experience, your customer service, and your bottom line. A positive work environment is another key aspect of your culture. For example, let’s say teamwork is one of your core values. Work environment.

Call Center 62

Call Center Morale Employee engagement Customer centricity 62

ClientSuccess

JANUARY 24, 2023

Listening Vectors by Vecteezy Customer success health scoring is one of the most valuable activities SaaS organizations can undertake to evaluate and improve customer engagement, satisfaction, and loyalty. What is a Customer Health Score? What is a Customer Health Score?

Metrics 89

Metrics SaaS Customer advocacy Accountability 89

Integrity Solutions

APRIL 16, 2021

Building a customer-centric culture is more challenging than you might initially think. But every organization has the ability to build a strong customer-centric culture- and it doesn’t have to be complex. What Gets in the Way of a Customer-Centric Culture. Company culture is about people.

Customer centricity 121

Customer centricity Coaching Employee engagement Sales 121

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. Why are Call Centers Important?

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

Nicereply

MARCH 23, 2021

Staying on top of new customer service trends can be exhausting. Having a well-rounded collection of sources can help your team identify new opportunities for improvement and up your customer service game. We’ve got quite a few friends in the customer service world who inspire us. Shep Hyken (@Hyken) February 1, 2018.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

Call Experts

APRIL 8, 2024

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. Why are Call Centers Important?

Contact Center 52

Contact Center Call Center outsourcing contact center solutions 52

SharpenCX

MAY 31, 2023

In the evolving world of customer service, contact centers play a vital role in ensuring customer satisfaction. High turnover rates not only lead to increased recruitment costs but also impact the overall customer experience. Foster a culture of respect, support, and open communication.

Call Center 76

Call Center Construction Coaching Morale 76

JustCall

MARCH 28, 2023

Your customer-facing teams are at the heart of your business. Many sales and customer support teams are poorly trained, insufficiently equipped, and incoherent in execution. In this blog, we will cover the exact steps you can take to set your customer-facing teams for success. Here are a few tips: 1.

Morale 52

Morale Sales Feedback Construction 52

COPC

JULY 17, 2018

In our periodic blog series, Ask the Experts, we ask COPC Inc. experts questions about specific areas for improving operational performance in call centers, customer experience (CX) operations, vendor management organizations, and procurement. . How and when we plan to deliver the improvements . In this edition of?Ask

Management 40

Management Government Education Call Center 40

ClientSuccess

DECEMBER 27, 2022

At the heart of any successful customer relationship is a clear and well-defined path to customer success. This means implementing best practices in areas such as product training, initial relationship cadence, and real-time support. Develop clear tasks, milestones and goals throughout the customer lifecycle.

Journey mapping 52

Journey mapping Best practices Feedback Analytics 52

Nicereply

DECEMBER 29, 2020

Whether you have visited our blog or listened to the Customer Experience Leaders Chat podcast, we are incredibly happy and grateful for you. So as we approach the end of the year, it’s the perfect time to look back and show you our best blogs and podcasts published in 2020. 5 Most Favorite Blog Posts Published in 2020.

Customer Support 98

Customer Support Average Handle Time Analytics Customer Experience 98

24-7 InTouch

JANUARY 23, 2024

Brands began investing in comprehensive well-being initiatives, with an emphasis on mental health support. This highlighted the importance of providing holistic support to employees in both their personal and professional lives. When this becomes a central hub within a brand, it can drive sustainable success and responsible growth.

Metrics 52

Metrics Surveys Technology Personalization 52

ProProfs Blog

JUNE 30, 2020

“People don’t care how much you know until they know how much you care”. It’s not the amount of knowledge you are willing to offer, but the efforts you wish to take to keep your customers satisfied and loyal to your brand. Customers wouldn’t see what you have to offer, but what you are willing to change for them.

Customer Service 128

Customer Service Chief Customer Officer Customer centricity Marketing 128

ChurnZero

APRIL 1, 2022

You’re not alone,” says Sharon Winterton , vice president of Customer Success at Catalina Marketing during her session “ Battling imposter syndrome in Customer Success ” at BIG RYG, ChurnZero’s annual Customer Success conference. You’ve never done Customer Success before. There’s so much to do.

Journey mapping 98

Journey mapping Coaching Morale Feedback 98

Nicereply

MAY 1, 2023

Building customer loyalty requires a strong bond and trust with customers through quality experiences and exceptional support. In today’s highly competitive market, customer service has become a key factor in the success of many businesses. Of course, not everyone knows this. Sounds simple, right?

Customer retention 59

Customer retention Feedback Customer centricity Chatbots 59

Nicereply

JUNE 17, 2021

Nicereply is so easy to use and intuitive for our customers and our team as well. Having KPIs attached to customer satisfaction helps our team elevate our approach with our clients. Cooleaf is an employee recognition and engagement platform that keeps teams connected while building workplace culture and encouraging positive behaviors.

Feedback 105

Feedback SaaS B2B Education 105

Expivia

JANUARY 26, 2022

Contact center success doesn’t just happen. With the right tips and advice, you can transform customer engagement in your call center. . There’s the pressure to reach KPIs , the need to support your business or the businesses you work with, and operations you need to manage as well. . Define Your Call Center Culture.

Call Center 105

Call Center Contact Center Management Employee engagement 105

Nicereply

MARCH 10, 2021

Outsourcing customer support is an effective way to manage your customer service system, but it can be a double-edged sword. Customer support is the backbone of a lasting relationship between you and your customers (current and potential). Your brand can flourish or perish by your customer support system.

outsourcing 98

outsourcing Customer Support Automotive B2C 98

Totango

FEBRUARY 10, 2021

A customer success strategy is a proactive plan for guiding your clients to outcomes that satisfy their needs. When your customers enjoy more value, your product adoption rates rise and customer retention rates go up. This promotes success for your company as well as your customers.

Customer retention 84

Customer retention Journey mapping Benchmark SaaS 84

ProProfs Blog

MARCH 1, 2019

Customer support has become the topmost goal for any business. No company can afford to ignore the growing significance of customer support in times of today. Your competitors go from post to pillar to get hold of your customers. Check out her insights into customer support. How will it make her feel?

Customer Experience 147

Customer Experience Journey mapping Customer centricity Multichannel 147

Integrity Solutions

NOVEMBER 23, 2020

A customer-centric strategy is about more than just a values statement or a directive to the team. Are your customers truly at the center of your business universe? A customer-centric culture is one that is relentlessly focused on putting what’s best for the customer at the core of everything you do.

Customer centricity 127

Customer centricity Coaching Finance Sales 127

Totango

JULY 15, 2021

The role of a Chief Customer Officer (CCO) is a fairly new addition to the C-suite, but it has been on the rise over the past several years as companies are better understanding the importance of creating a customer-centric culture within their organizations. What Does a Chief Customer Officer Do? Let’s explore.

Chief Customer Officer 123

Chief Customer Officer Customer centricity Education Best practices 123

Select VoiceCom Blog

NOVEMBER 29, 2023

Selecting an outsourcing destination requires various considerations like cost-effectiveness, availability of skilled talent, language proficiency, cultural alignment, and more. This choice can significantly impact the success of your endeavours. Today, businesses have a lot on their plate.

outsourcing 98

outsourcing Business Process Outsourcing Government Telecommunications 98

Nicereply

FEBRUARY 18, 2021

Companies value their culture and are often worried about how outsourcing will impact team dynamics. You can listen to Customer Experience Leaders Chat also on: Apple Podcasts. He lists out what questions you should have at the ready and what answers you will need to know to support your initial conversations.

outsourcing 59

outsourcing Customer Support Business Process Outsourcing Call Center 59

Totango

MARCH 4, 2022

B2B customer service is often confused with B2B customer success, but they are not the same. Despite their differences, however, they do share an intimate relationship – you need strong customer service to achieve customer success. What is B2B Customer Service? B2B vs. B2C Customer Service.

B2B 91

B2B Customer Service Interactive Voice Response B2C 91

aircall

AUGUST 4, 2021

Factors to Consider When Building Your Hybrid Workforce. Businesses will need to figure out which employees should come into the office and how often. And when teams are working remotely, managers must decide how those employees can interact effectively with their in-house colleagues without undermining productivity.”.

Employee engagement 108

Employee engagement Consulting Consulting Morale 108

Nicereply

DECEMBER 7, 2022

A strong customer success team must be built consistently and with the right tools. In this article, we will tell you how to do it. Every business knows that customer success is key to maintaining loyal customers and ensuring positive word-of-mouth marketing. You can also explain to them the company culture.

SaaS 52

SaaS Morale Feedback Accountability 52