ShepHyken

SEPTEMBER 7, 2018

But, even if you’re not going to be reviewed, perform as if you are. – Shep Hyken. If your customer service and success teams are anything like the average customer-focused team, you are always looking for ways to show your ROI to leadership and other departments, and working on initiatives to increase that ROI. A review program.

B2B 204

B2B Surveys Sales Marketing 204

ChurnZero

DECEMBER 9, 2020

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. You can see this is the case by taking a look at the Google search trends for “Customer Success” and “Customer Experience” over time. Tri Tuns Blog.

Consulting 98

Consulting Consulting Best practices Upselling 98

ShepHyken

JANUARY 19, 2018

While your customer reviews will confirm the success of this innovative delivery method, there’s one more benefit: many retail parcel lockers also offer robust reporting capabilities. You’ll be able to receive reports and metrics on a number of key performance indicators, including occupancy, turnover, pickup times, parcel size and more.

Transportation 185

Transportation Metrics Customer Experience Customer Support 185

ShepHyken

APRIL 27, 2018

Building an e-commerce site is just the first step of a successful e-commerce journey. A quick product search that caters to every need is key, and provide word tags so products can instantly show up in search results. Enable immediate purchases with one click rather than filling up a cart to manage that will possibly be abandoned.

Enterprise 205

Enterprise Feedback Personalization Sales 205

Enghouse Interactive

FEBRUARY 9, 2021

Trends and Realities of Successful Organizations (Blog Series). Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes . Blog #3 of 4: Customer-facing agents. Back office support. Subject matter experts. Accessible NOW! planned, 46.5% planned, 52.9%

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

CCNG

NOVEMBER 29, 2023

There are five key performance indicators you should track to make sure your contact center operations are aligned with customer expectations. There are myriad metrics and indicators that an organization can monitor to measure contact center performance. Lowering AHT lowers the cost to serve and increases agent availability.

Metrics 195

Metrics Contact Center Average Handle Time Surveys 195

ShepHyken

SEPTEMBER 29, 2017

It is important to have a plan in place for managing the customer experience and having a customer-focused culture. – Shep Hyken. A Simple Playbook for Managing Customer Experience. Each of these teams is in constant motion to manage the customer interactions for which they are responsible. Don’t take anything for granted.

Employee engagement 135

Employee engagement Feedback Customer Experience Management 135

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content. Here, we cover the 20 best customer service blogs and influencers to follow in 2020.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

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

ShepHyken

JULY 8, 2016

This week on our Friends on Friday guest blog post my colleague, Mike Schoultz shares a few customer experience stories that demonstrate how companies have handled customer experiences, some well and some not so well. It is so important for employees to feel that they can make good customer focused decisions in every situation.

Customer Experience 189

Customer Experience Marketing Personalization Management 189

ShepHyken

JANUARY 6, 2017

This week on our Friends on Friday guest blog post my colleague, Vince Jeffs, examines the hot topic of artificial intelligence (AI) and it’s impact on the customer experience. Successful companies rarely destroy jobs. I am reading articles every week about AI and find it’s impact fascinating. Shep Hyken.

Customer Experience 216

Customer Experience Telecommunications Technology Banking 216

Enghouse Interactive

SEPTEMBER 1, 2020

It’s Not an Option – It’s Expected (Blog Series). Register for our upcoming webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive. Digital literacy is the new normal.

Self service 79

Self service Contact Center Chatbots First call resolution 79

Comm100

JUNE 15, 2022

In this guide, we will talk you through how to launch and brand a successful customer experience (CX) program to ensure your business is operating at the top of its game. In this guide, we will talk you through how to launch and brand a successful customer experience (CX) program to ensure your business is operating at the top of its game.

Customer Experience 86

Customer Experience Journey mapping Surveys Feedback 86

Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. At the Eptica blog we’ve looked at all of our posts from 2018 and come up with a top 10 of the most popular and topical, based on the number of views, comments and general feedback.

Average Handle Time 89

Average Handle Time Best practices Surveys Chatbots 89

Totango

JANUARY 3, 2024

As we kick off 2024, it’s time to reflect on the past year and look forward to what the future holds for customer success. We’re proud to have dedicated 13 years to cultivating best practices and expertise in the customer success software category.

Enterprise 111

Enterprise Best practices Analytics Metrics 111

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. This article delves into the essential aspects of call center optimization, including the tools and best practices that can drive performance improvements.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Steve DiGioia

MARCH 20, 2023

Read 3 Reasons Why Successful Teams Earn Your Trust. Each sales manager would touch on the key points of their customer’s requests, and I would explain the operational procedures on how we plan on servicing the event. “So, you’re telling me that THIS customer is more important than all the rest?” You gotta write VIP on the BEO.

Sales 182

Sales Management Customer Service 182

ChurnZero

DECEMBER 29, 2020

Top 10 Blog Posts from 2020. Customer Success Operations 101: Drive Productivity with Purpose, People, and Process. As Customer Success teams continue to mature, and their need to automate grows, having their own operations roles will become increasingly essential and prevalent. Some of us slowed down. Some of us sped up.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

Totango

DECEMBER 20, 2023

We are delighted to share that Totango was recognized in the G2 Winter 2024 reports for its exemplary performance in the customer success software category. These awards reflect superior engagement and commitment from our users, who continue to highlight and share the key aspects of Totango and our software they find most beneficial.

Enterprise 108

Enterprise Customer centricity Benchmark Upselling 108

Steve DiGioia

MAY 1, 2023

This includes hiring and training staff to deliver the desired level of service, developing and implementing customer service protocols and procedures, and investing in customer relationship management systems to track and manage customer interactions. ” But is that really true?

Customer Service 162

Customer Service Marketing Personalization Management 162

Comm100

APRIL 22, 2024

The productivity of your customer service agents directly impacts your company’s success. Given the importance of customer service productivity, this blog explores actionable strategies to improve agent productivity, enabling your team to work smarter, faster, and more effectively.

Chatbots 53

Chatbots Feedback Customer centricity Wait times 53

NobelBiz

APRIL 2, 2024

In this comprehensive article, we’ll explore the world of Enterprise Contact Center Solutions, learning about key features, top providers, types, on boarding processes and more. They serve as centralized hubs for managing multichannel interactions, voice calls, emails, chats, social media, and more.

contact center solutions 105

contact center solutions Enterprise Contact Center Interactive Voice Response 105

TechSee

AUGUST 14, 2023

They are “the ones to watch” and we recommend you follow them on Linkedin, Twitter, or YouTube or try meeting them at key industry events. Skilled in leading high-performing teams and utilizing customer insights to drive improvements, Agnes works on unique ways to build customer loyalty through community programs and events.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Totango

SEPTEMBER 22, 2023

we’re accelerating the motion to customer success-led growth by introducing two new partnerships and nine technology integrations into the Totango software and ecosystem. Announced during our flagship event, Totango Live! And, that growth comes from consistently and quickly delivering customer value.

Enterprise 113

Enterprise Education Best practices Customer retention 113

VirtualPBX

SEPTEMBER 14, 2023

Guest Blog from Sphinx Solution Nowadays, a solid communication system is the key to any business success. Whether you have a startup or an enterprise-grade business, cost-effective & efficient communication systems help you achieve long-term success. That is where VoIP & texting steps in. What is VoIP?

voip 105

voip CRM Consulting Consulting 105

Totango

JULY 28, 2021

Following best practices for hiring a customer success manager can make a critical difference in the quality of your customer relationships. Customer success managers serve as the face of your company in dealing with clients, playing a key role in ensuring satisfying experiences of your brand. Suggesting upsells.

Best practices 118

Best practices Management Brand ambassadors Upselling 118

Hodusoft

MARCH 21, 2024

Whether it is about offering customer support or managing the data, BPO plays a key role in the success of today’s businesses, connecting companies with specialized services across borders. Navigate with HoduSoft BPO or business process outsourcing is a dynamic world where businesses find efficient solutions beyond their walls.

Contact center software 52

Contact center software Business Process Outsourcing Interactive Voice Response outsourcing 52

NobelBiz

APRIL 30, 2024

An AI-based call center utilizes artificial intelligence technologies to manage and improve customer interactions. An AI-based call center utilizes artificial intelligence technologies to manage and improve customer interactions. AI-based call centers are revolutionizing how businesses interact with their customers.

Call Center 105

Call Center Chatbots Virtual Agent Contact Center 105

NobelBiz

APRIL 30, 2024

An AI-based call center utilizes artificial intelligence technologies to manage and improve customer interactions. An AI-based call center utilizes artificial intelligence technologies to manage and improve customer interactions. AI-based call centers are revolutionizing how businesses interact with their customers.

Call Center 104

Call Center Chatbots Virtual Agent Contact Center 104

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. Whether you’re facing a surge in customer inquiries or need to scale down during slower periods, outsourcing allows for a responsive and cost-effective approach to managing call center operations.

outsourcing 62

outsourcing Call Center Multichannel call center professionals 62

Fonolo

MAY 30, 2023

Managers know that call center workforce management matters. Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. Executive Guide to 6 Call Center Metrics What is Workforce Management in a Call Center? The results?

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

VirtualPBX

NOVEMBER 8, 2023

In today’s fast-paced business world, effective communication is the lifeline of any successful company. In this blog, we are excited to present three compelling case studies that vividly illustrate how VirtualPBX has significantly elevated the performance of these businesses, making them more efficient and customer-centric.

Healthcare 98

Healthcare APIs Customer centricity Accountability 98

AWS Machine Learning

APRIL 12, 2023

Amazon Kendra can easily validate the identity of individual users as well as user groups who perform searches with the addition of secure search tokens. By adding user tokens for secure search, performing access-based filtered searches in Amazon Kendra is simplified and secured.

Enterprise 86

Enterprise APIs Engineering Management 86

NobelBiz

MARCH 19, 2024

Call center dashboards provide the kinds of insights and metrics that contribute to having improved agent performance and more successful campaigns. Let’s delve deeper and explore the dashboard functionalities, key metrics, best practices, and their pivotal role in enhancing customer satisfaction.

Call Center 59

Call Center Average Handle Time Abandon Call Contact Center 59

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

Totango

JULY 6, 2021

Measuring customer loyalty gauges the strength of your client relationships, helping you predict and manage performance. In this blog, we’ll cover what customer loyalty is, why measuring it is important and what KPIs you can use to track it. It helps you predict your future performance if current customer loyalty trends hold.

Best practices 110

Best practices Metrics Surveys Customer retention 110

Eptica

OCTOBER 16, 2020

Date: Friday, October 16, 2020 Author: Pauline Ashenden - Demand Generation Manager Remote Working 2.0: Author: Pauline Ashenden - Demand Generation Manager Lockdowns caused by the pandemic led to contact centres switching to remote working for their agents, often overnight. 5 key trends that are impacting call recording in 2020.

Best practices 113

Best practices Cloud contact Marketing Management 113