ChurnZero

NOVEMBER 3, 2021

When you’re just getting started, or you’re still building your Customer Success team, sometimes you can use all the help you can get. It can be difficult in these situations for Customer Success Managers (CSMs) to find the time or the resources to dig for those crucial customer insights.

Advertising 98

Advertising Technology Personalization Accountability 98

Nicereply

SEPTEMBER 29, 2022

Customer service communities give you more than you could be expected. The importance of strong customer service management is often overlooked, but the numbers speak for themselves when it comes to retaining current customers over acquiring new ones. Look at our list of the top groups. The NACSMA. Support Driven.

Customer Service 98

Customer Service Best practices Education call center professionals 98

CSM Magazine

MAY 27, 2020

It’s no surprise that many young graduates and even experienced employees search for opportunities to make a career here. The position of a client service manager can be one of the best starts one can have in a career. Another successful way of job searching is to contact advertising agencies directly.

Advertising 52

Advertising Management Education Marketing 52

ClientSuccess

APRIL 20, 2017

Paul Pizza is a veteran in the Customer Success space with his experience starting in the late 1990’s when most didn’t even know what the term meant. Back when Paul first started working with customers, “Customer Success” was considered a hybrid between account management and customer service.

SaaS 40

SaaS B2B Engineering Best practices 40

CSM Magazine

MAY 5, 2022

I have been in the Workforce Management (WFM) business for over 20 years and during this time, contact centre leaders have again and again told me that one of their biggest challenges is balancing the needs of employees with great customer service. Here are a few ideas to getting started: 1. I can’t afford to lose my people.”

Self service 52

Self service Service level Analytics Coaching 52

Stratifyd

OCTOBER 31, 2019

Stratifyd is one of the fastest growing tech firms in Charlotte, having doubled its number of employees over the past 12 months and a customer base primarily made of Fortune 1500 companies. "It's " Stratifyd CEO Derek Wang said. "Our

Analytics 45

Analytics Government Education Technology 45

ClientSuccess

JULY 29, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful.

Best practices 59

Best practices Metrics SaaS Customer Service 59

JustCall

MARCH 6, 2023

Improving call center agent performance is the foundation for building a successful call center. Bain & Company claims that “happy employees make for happy customers.” You can create a dedicated knowledge hub, for instance, with all the useful guides, articles, and videos.

Coaching 52

Coaching Call Center Scripts Construction 52

CSM Magazine

NOVEMBER 19, 2019

The role of the Customer Service agent is expanding as organisations realise their contact centre houses valuable skills that can be utilised across the business. A recruitment shift is happening in customer services. Direct customer interaction often starts in the contact centre. The challenge is to retain it.

Technical Support 40

Technical Support Finance Feedback Banking 40

aircall

JANUARY 5, 2022

If there were ever a question of how important a high-performing technology team is to an organization’s success, the pandemic has provided an unequivocal answer. Fifty-eight percent said they were experiencing burnout, and 41% saw only limited opportunities to progress their career with their existing employer.

Employee engagement 62

Employee engagement Benchmark Surveys Technology 62

ClientSuccess

JUNE 11, 2019

Do a quick job search on LinkedIn for “Customer Success” and you’ll find over 186,000 job opportunities across the globe. Customer success roles are popping up all over the place, and not just in the usual tech hubs such as Silicon Valley, London, New York, Dublin and Berlin. The Customer Success Job Spectrum.

Upselling 40

Upselling Coaching Customer retention Metrics 40

ClientSuccess

JULY 16, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful.

Sales 41

Sales Upselling SaaS Best practices 41

Taylor Reach Group

MARCH 26, 2018

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. This event is a hub of ideas, inspiration and industry connections for customer service and customer contact executives who strive to innovate the customer experience.

Contact Center 51

Contact Center Call Center Customer Experience Big data 51

inmoment

JUNE 22, 2020

Though brands are contending with a lot of customer uncertainty at the current time, there’s another, equally important group with whom all organizations need to engage during this pandemic: furloughed employees. Just like customers, employees are facing tremendous stress and anxiety in the era of COVID-19.

Employee engagement 75

Employee engagement Morale Management 75

ClientSuccess

SEPTEMBER 18, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful.

Best practices 40

Best practices CRM SaaS Metrics 40

Stratifyd

APRIL 3, 2019

The 40 under 40 program recognizes local professionals who are making major strides in their career while leaving a positive impact on their community. These individuals are helping shape Charlotte as a hub for all major industries. Nothing makes me happier than helping my home grow and become more successful,” Wang said.

Government 40

Government Enterprise Analytics Personalization 40

Fonolo

MARCH 4, 2020

“How does ADP do customer service so well?”. Amar Sidhu leans in and chuckles, “That’s easy — we’re customer-obsessed.”. I sat down in conversation with Sidhu at the tail-end of 2019, the year that his team took home the prestigious Customer Obsessed Award from the Customer Service Professionals Network (CSPN) annual conference.

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020. Jeanne Bliss.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

SmartKarrot

JUNE 24, 2021

The customer success community is one where members look out for each other. We have compiled a list of all the customer success community resources to support folks in the industry looking out for help. Customer Success Forums. Customer Success Forum. Success Hub . BreakoutCS.

SaaS 17

SaaS Best practices B2B Customer retention 17

Aria Solutions

JUNE 6, 2018

Believe it or not, most of these reasons are in the control of customer service and operations management. . From talking to some of our customers and learning about various contact center environments, we see these as top reasons why so many customer service reps don’t want to stick around and quit: . Day-in-the-life outline.

Interactive Voice Response 48

Interactive Voice Response Contact Center Employee engagement Wireless 48

Aria Solutions

JUNE 6, 2018

Believe it or not, most of these reasons are in the control of customer service and operations management. Your agents not only represent your brand, but they are hubs of valuable information about customers that can benefit many business areas, including marketing, customer insights, and sales.

Interactive Voice Response 48

Interactive Voice Response Contact Center Employee engagement Wireless 48

Aria Solutions

JUNE 6, 2018

Believe it or not, most of these reasons are in the control of customer service and operations management. Your agents not only represent your brand, but they are hubs of valuable information about customers that can benefit many business areas, including marketing, customer insights, and sales.

Interactive Voice Response 48

Interactive Voice Response Contact Center Employee engagement Wireless 48

Taylor Reach Group

MAY 24, 2018

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. Leverage the digital technology and improve retention and loyalty of your customers. Customer Contact – Europe: June 11-13, Dublin, Ireland.

Contact Center 48

Contact Center Healthcare Best practices Call Center 48

Fonolo

FEBRUARY 20, 2020

“How does ADP do customer service so well?”. Amar Sidhu leans in and chuckles, “That’s easy — we’re customer-obsessed.”. I sat down in conversation with Sidhu at the tail-end of 2019, the year that his team took home the prestigious Customer Obsessed Award from the Customer Service Professionals Network (CSPN) annual conference.

Customer Service 67

Customer Service Metrics Call Center Banking 67

Balto

AUGUST 3, 2022

Is the contact center a drain on resources, a necessary expense to manage customer needs? Or is it a way to foster relationships with customers, garner revenue, and otherwise generate value for the company? Agents add the most value to their organization by letting customers know about incentives and asking for online reviews.

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

Beyond Philosophy

MAY 12, 2022

Customer Science is an exciting new variant of Customer Experience. One of the crucial ways that the science is more powerful is the quality of the customer data you feed into the process. I came to this realization in a discussion I had recently with a voice of customer expert. It Starts with Customer Science.

Contact Center 195

Contact Center Analytics First call resolution Consulting 195

ChurnZero

DECEMBER 27, 2022

Throughout the year, the ChurnZero team has shared content that explores so many different aspects of Customer Success, from career growth strategies and team management frameworks to retention tactics and industry benchmarks. Top ten Customer Success resources of 2022. 1/ How to transition customers to a new CSM.

Benchmark 90

Benchmark Metrics Accountability Enterprise 90

Maru Group

MAY 14, 2020

The success and growth of sports may become more dependent on a pro team’s ability to translate and appeal to an esport audience and broadcasters providing more “video game” value in their offering. Be sure to visit our COVID-19 research hub for more insights.

Entertainment 52

Entertainment Coaching Technology Advertising 52

C Space

SEPTEMBER 24, 2020

Spotify introduced the campaign mantra with a colorful video, a kickoff to a series of mini films it will release on its social platforms, starring influential Latinx music artists and podcasters who will narrate their career experiences. The Brand Move Roundup – September 24, 2020. The ordinance is the first of its kind in the U.S.,

Airlines 40

Airlines Surveys Sales Government 40

AWS Machine Learning

OCTOBER 10, 2023

Customers often need to train a model with data from different regions, organizations, or AWS accounts. Hub-and-spoke or peer-to-peer – The typical FL topology is hub-and-spoke, where a central FL server coordinates a set of clients. The FL clients can be on AWS or on the customer premises.

Healthcare 93

Healthcare Telecommunications Analytics Wireless 93

ClearAction

JUNE 25, 2023

Overshadowing basic facts about customer experience are numerous myths. Loyalty Myths is a book written by my MBA class colleague, revealing the true origins and scientific bases for 50+ warped interpretations of customer experience. Artificial intelligence (AI) is a top topic in customer experience management.

Enterprise 62

Enterprise B2B Surveys Best practices 62

NobelBiz

AUGUST 28, 2023

In this article, we’ll explore actionable strategies that will help you revolutionize your contact center’s performance and create experiences that leave customers raving. From outdated systems to integration complexities, tech challenges can disrupt the rhythm of seamless customer interactions.

Contact Center 98

Contact Center Multichannel Analytics Feedback 98

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. Meanwhile, hundreds of other customer interactions may suffer. Lindsey Havens. Gene Caballero. YourGreenPal.

Call Center 140

Call Center call center software outsourcing Coaching 140

SharpenCX

MARCH 16, 2021

If you ranked powerhouse companies with excellent customer service, Disney easily takes the cake. Disney has carefully crafted every aspect of its customer experience to create an unforgettable memory for every single guest. Walt Disney understood how critical a company’s employees are to its success.

Customer Experience 84

Customer Experience Feedback Coaching Scripts 84

ClientSuccess

SEPTEMBER 24, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful.

Engineering 40

Engineering SaaS Sales Best practices 40

Amity

MARCH 8, 2017

As Sysomos grew and gained momentum, Customer Success became a true pillar of its culture. Making sure every single one of their 1,200+ customers achieves the best possible outcomes using Sysomos is a true mission statement for all departments in the company. Can you tell us about your responsibilities at Sysomos?

Education 57

Education Enterprise SaaS Analytics 57

Squelch

JUNE 25, 2019

The latest profile in our Influential Women in CX interview series focuses on someone who’s been immersed in customer experience since childhood. Irene Lefton is a customer success executive and evangelist. What was your entrée into customer success? I feel as though I started in customer success a long time ago.

Customer Experience 53

Customer Experience Finance Government Engineering 53