ChurnZero

MAY 6, 2022

podcast to talk about his pragmatic approach to entrepreneurship, the lessons he brought with him when founding ChurnZero, and the one thing he wish he knew before starting his career. If your product or service can have an impact on ROI, that’s what you really need to do. How is your growth? You have to get your customers now.

B2B 98

B2B B2C SaaS Metrics 98

Beyond Philosophy

MARCH 23, 2023

You must focus on your employees if you want a great experience that delivers service excellence. I got it from a book I read twenty-five years ago called The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value by James L. Unfortunately, that isn’t my concept.

Management 195

Management Personalization Customer Experience Consulting 195

Fonolo

MARCH 28, 2023

Customer experience managers in the contact center have never mattered more. Because even though most businesses work hard to offer excellent service , today’s savvy customers notice so much more. Managers must ensure their agents have the skills and knowledge to provide excellent customer service.

Customer Experience 81

Customer Experience Management Contact Center Call Center 81

Bill Quiseng

MARCH 1, 2021

Believing in this mantra for years, as an avid reader of the books by Dr. Joseph Michelli, I have learned so much about delivering the World’s Best Customer Experience through his insight starting with his book, The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary. What is the purpose of my business?

Consulting 148

Consulting Consulting Enterprise Customer Experience 148

ClearAction

NOVEMBER 11, 2022

Gratitude Grows Gains from Customer Experience Strategies Lynn Hunsaker. On other holidays (Veteran’s Day, Memorial Day, Mother’s Day, CX Day, Customer Service Week, etc.), On other holidays (Veteran’s Day, Memorial Day, Mother’s Day, CX Day, Customer Service Week, etc.),

Customer Experience 71

Customer Experience Feedback Customer retention Marketing 71

CX Accelerator

SEPTEMBER 16, 2022

Many leaders do in fact think they are supporting Customer Experience in their organization. Budget, personnel, structure, culture, organizational habits, and lack of demonstrable progress impact sustained operational commitment to customer experience. How much authority will the Customer Experience function be granted?".

Consulting 208

Consulting Consulting Finance Customer Experience 208

AWS Machine Learning

APRIL 18, 2023

In his own words, “ RallyPoint is an online social and professional network for veterans, service members, family members, caregivers, and other civilian supporters of the US armed forces. This post was co-written with Dave Gowel, CEO of RallyPoint. It should be an easy process.

Personalization 72

Personalization Metrics Healthcare Automotive 72

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Customer Experience 94

Customer Experience Metrics Feedback Analytics 94

Upstream Works

SEPTEMBER 1, 2020

Contact center success is heavily dependent on the agents working the frontlines to service customers every single day. Contact center agent happiness and engagement go hand-in-hand with customer happiness and satisfaction. Invest in More Training and Coaching Opportunities.

Contact Center 148

Contact Center Benchmark contact center solutions Coaching 148

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

Uniphore

NOVEMBER 23, 2021

The partnership between Uniphore and Tech Mahindra combines Uniphore’s AI and automation-driven technology with Tech Mahindra’s service expertise. Uniphore and Tech Mahindra jointly create exceptional customer experiences and improve service outcomes by supporting customer service automation.

Average Handle Time 52

Average Handle Time Analytics Consulting Consulting 52

Nicereply

NOVEMBER 7, 2023

Our guide and examples transform criticism into a tool for growth and collaboration. You’ve just gotten promoted to manager of your customer support team, and you’re thriving. Feedback, both positive and negative, is essential to our growth as support professionals (and humans). But it doesn’t have to be.

Feedback 59

Feedback Construction Scripts Engineering 59

Toister Performance Solutions

MARCH 11, 2021

If you read this blog with any regularity, you know I often write about the importance of having a clear customer service vision. This past year has been tough on contact center agents. The pandemic shifted more agents to working at home. Those who were at home already likely had their lives disrupted in some other way.

Contact Center 123

Contact Center Benchmark Surveys Feedback 123

Global Response

JUNE 27, 2023

Once you’ve determined the location, strategy, services and structure that’s right for your call center, you still have one of the toughest parts yet to go—recruiting and hiring. Unfortunately, many call centers fall into the same hiring traps and pitfalls. In short: don’t sugarcoat it and be clear from the beginning what you’re looking for.

Call Center 62

Call Center outsourcing Advertising Coaching 62

ChurnZero

JUNE 30, 2021

Hiring the wrong Customer Success Manager can have a real impact on your company’s customer base and its renewal rates. That is why its important to make sure your Customer Success team hires are right for your team and more broadly your organization. 20 Interview Questions to Ask Your Customer Success Manager Candidates.

Education 72

Education Finance Accountability Sales 72

NICE inContact

AUGUST 16, 2019

Today’s agents are clearly the heroes of the contact center – managing angry customers, solving complex problems and juggling multiple systems. They now have to soar up to new levels thanks to the increasing number of channels and complexity of interactions from digital customers. But that is not where it stops.

Contact Center 62

Contact Center Self service Surveys Management 62

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. Some businesses have a primarily profit-driven culture, and others have a growth-driven culture. What does a customer service culture look like?

Customer Service 139

Customer Service Customer centricity Chief Customer Officer Metrics 139

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. Your customer focus. Finally, your emphasis—or lack thereof—on customer-centricity shapes your call center culture. Follow the leader.

Call Center 62

Call Center Morale Employee engagement Customer centricity 62

aircall

JULY 14, 2021

One of the best things you can do to improve employee engagement is to invest in your team members and provide them with opportunities to grow. It’s essential to give them ownership over something so they feel invested in the company’s future success and can take pride in their own achievements. Lack of recognition.

Employee engagement 98

Employee engagement Surveys Interactive Voice Response Morale 98

NICE inContact

AUGUST 16, 2019

Today’s agents are clearly the hero of contact center – managing angry customers, solving complex problems and juggling multiple systems. They now have to soar up to new levels thanks to the increasing number of channels and complexity of interactions from digital customers. But that is not where it stops.

Contact Center 54

Contact Center Self service Surveys Management 54

Taylor Reach Group

JANUARY 7, 2022

It costs thousands of dollars for each new hire, and your service suffers every time you lose an experienced employee and must train a new one. Listen for kudos from customers and share them in a public way. Your people are on the frontlines; they hear directly from your customers. By Peg Ayers. What gets in their way?

Contact Center 76

Contact Center Morale Consulting Consulting 76

Nicereply

AUGUST 11, 2020

If you’re a person that loves helping, finding a career in customer support can feel like a dream come true. Luckily for you, the needs of customers continuously evolve and, with them, the types of roles available to people like us who love to help them. The more invested in your product customers are, the stickier it is.

Customer Experience 105

Customer Experience Engineering Sales Best practices 105

Netomi

JANUARY 5, 2022

Customer service leaders come in all shapes and sizes. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Teresa Allen.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Nicereply

MAY 23, 2022

Support leaders are likely to encounter a need to scale their teams at some point in their career. In the early days, as the support team ramps up, you absorb many things to support customers and support other teams. As further investment comes and your customer base is growing rapidly, you realize that scaling is super important.

SaaS 98

SaaS Education Feedback Metrics 98

Mindtouch

MAY 23, 2018

Today, MindTouch is the world leader in self-service customer support. I’m proud to report that we’ve met or surpassed the revenue, growth, target markets, and financial milestones that I hoped to achieve while CEO. Namely: We’ve launched and accelerated the careers of far too many people to count.

Self service 91

Self service Marketing Coaching Customer Support 91

Calabrio

APRIL 27, 2017

Managing changing customer behavior. As companies have expanded self-service options on their websites and have adopted new channels, many questions have been eliminated or filtered through email or social media channels. Invest in your agents. Make sure their career path is clear to them. Hire smart.

Contact Center 65

Contact Center Call Center Self service Technology 65

CrazyCall

SEPTEMBER 4, 2018

Brian Halligan is the founder and CEO of HubSpot, which is an inbound marketing and sales software used by more than 40.000 customers worldwide. And it’s all because of Brian Halligan who used to invest in startups and became an investor at Hubspot’s venture capital over a decade ago. Personal blog. Noah Kagan .

Sales 129

Sales SaaS CRM B2B 129

NobelBiz

MAY 2, 2023

Welcome to this insightful blog post, where we discuss building a successful outbound lead generation strategy for contact centers. Companies now have to invest in data, technology, and omnichannel communication to supplement the lack of contact in the voice strategy. The days of just loading up a list and cold-calling people are gone.

Contact Center 52

Contact Center Average Handle Time Call Center CRM 52

NobelBiz

APRIL 25, 2023

The call center industry is notorious for its high operating costs, making it imperative for businesses to find innovative ways to cut expenses while maintaining or improving the service quality. Implementing these tactics will save money and enhance customer satisfaction and overall business performance. According to Gartner, Inc.,

Call Center 52

Call Center Average Handle Time First call resolution Contact Center 52

Callminer

SEPTEMBER 5, 2017

Technology like this can cut down on training time, saving call centers money and also eliminating human error, which reduces the risk of legal liabilities, fines, defects, and customer dissatisfaction. Companies that use speech analytics software have an easier time monitoring these interactions. Lindsey Havens.

Call Center 140

Call Center call center software outsourcing Coaching 140

The Center for Client Retention

DECEMBER 3, 2019

Our customers’ expectations are growing exponentially. Although technology helps companies facilitate CX strategy, without the human touch our customers and our employees are vulnerable to poaching. An Engaged Workforce Delivers Exceptional Customer Experiences. While high compensation is a strong inducement , it’s no panacea.

Customer Experience 62

Customer Experience Surveys Healthcare Analytics 62

Nicereply

MAY 10, 2022

For example: • 80% of revenue comes from 20% of your customers. • 80% of your support tickets come from 20% of your customers. Applying the 80/20 rule with your support team can increase your customer satisfaction , improve your CSAT and NPS scores, and virtually transform your customer support.

Customer Support 59

Customer Support Surveys Self service Accountability 59

Serenova

AUGUST 11, 2020

Improving customer experience is a stated priority for nearly all businesses, large and small, spanning geographies and every conceivable market category. These call center agents serve at the frontlines for the business and have an outsized impact on customers’ perception of the organization at large. What is a Call Center Agent?

Call Center 98

Call Center Contact Center Chatbots Quality management 98

Avaya

OCTOBER 2, 2016

When I’m asked about why Corporate Philanthropy matters, I could easily point to a Nielsen study that states 55% of online consumers would pay more for products and services from companies that are committed to positive social and environmental impact. This is an idea that’s resonated with me throughout my career. Let me explain.

Education 78

Education Morale Marketing Technology 78

ClearAction

NOVEMBER 26, 2017

Customer-centricity. Mobilizing behind the customer requires cross-functional alignment & collaboration. Scattered memory = wasted investment. Superior customer experience. Marketing Operations provokes continuous innovation through business intelligence, voice of the customer, process, company-wide involvement.

Marketing 70

Marketing Enterprise Benchmark Accountability 70

Netomi

FEBRUARY 28, 2022

Women of Influence: 25 Innovative Customer Experience Leaders. As the COVID-19 pandemic disrupted many industries worldwide, customer experience proved to be more important than ever. Alexandra has more than 20 years of professional experience in Customer Care, Contact Centers and Customer Experience. Register Now.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

Nicereply

DECEMBER 15, 2020

As we close the books on 2020 and move into 2021, the one thing that we can know for sure is that customer experience is having a come up. More people are buying online, and more companies are being forced into the digital world with their products and customer service. It’s our time to shine!

Customer retention 89

Customer retention Journey mapping Customer centricity Benchmark 89