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

CCNG

MARCH 30, 2022

Over the last couple of years, I have noticed the word “cadence” come up frequently within the work-at-home leadership vocabulary as part of how to manage front-line agents. Human behavior When they first told me about this, I knew from studying human behavior in contact centers for years that it would not work. Does that make sense?”

Coaching 195

Coaching CCNG Average Handle Time Contact Center 195

ChurnZero

JANUARY 11, 2024

Most company budgets that earmark dollars for customer success intend for it to go towards headcount. We’ve conducted an annual survey of customer success leaders for four consecutive years. One of the questions we ask is about customer success budget. 2023 customer success budgets Economic context: U.S.

SaaS 52

SaaS Benchmark Surveys Finance 52

TechSee

FEBRUARY 12, 2024

Artificial intelligence (AI) can potentially revolutionize how businesses interact with their customers. However, many enterprise leaders struggle to balance the long-term transformative value of AI with the need to deliver practical first steps that will demonstrate real-world AI in CX success.

Enterprise 109

Enterprise Best practices Technology Customer Experience 109

ShepHyken

JUNE 13, 2022

Each week I read many customer service and customer experience articles from various resources. 10 Tips for Success with Subscription Business Models by Amanda Davis. This article shares excellent examples of different subscription models and success strategies. Customer Experience Is Getting Worse by Katie Deighton.

Customer Service 169

Customer Service Government Customer Experience Sales 169

Horizon CX

DECEMBER 1, 2023

The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership.

Automotive 52

Automotive Customer centricity Journey mapping Transportation 52

ShepHyken

MARCH 19, 2021

She introduces a few female customer service speakers and shares their advice for women pursuing leadership roles in CS/CX. In the wake of International Women’s Day, it’s beyond time to talk about a pivotal issue in customer service: the lack of representation of women in leadership roles. COO at ultimate.ai

Customer Service 219

Customer Service Customer centricity Self service Metrics 219

Callminer

SEPTEMBER 1, 2020

After months of organizing, and re-organizing, we’re proud to say that our first virtual Customer Engagement Transformation Exchange (CETX) was a success! The two-day event – hosted by bestselling author and customer service and experience expert, Shep Hyken – featured dynamic keynote presentations from four of renowned CX experts.

Entertainment 182

Entertainment Analytics Contact Center Customer Service 182

CCNG

FEBRUARY 22, 2023

While many variables contribute to the drop in star ratings, the recent revisions focus on customer experience scores as a driving factor. Since the Medicare star rating system now gives more weight to customer service scores, insurers must explore ways to enhance this facet of the care experience.

CCNG 195

CCNG Contact Center Healthcare Technology 195

ShepHyken

JULY 17, 2023

Each week, I read many customer service and customer experience articles from various resources. 5 Factors That Make for a Great Employee Experience by Tiffani Bova (Harvard Business Review) Decades of business strategy have urged leaders to concentrate the bulk of their business efforts on the customer experience.

Customer Service 156

Customer Service Chatbots Customer Experience Contact Center 156

ShepHyken

DECEMBER 9, 2022

This week, we feature an article by Nick Bandy, Chief Marketing Officer at LiveVox , an omnichannel platform that helps brands seamlessly communicate with their customers. He shares how you can align your customer’s journey with their brand expectations. The customer journey is essential to any company’s success.

Sales 309

Sales CRM Contact Center Customer retention 309

ChurnZero

DECEMBER 19, 2023

Metrics are the key to aligning with finance , proving value to your leadership and of course understanding the health of the business. So what metrics are customer success teams tracking as we move into 2024? Customer lifetime value (CLV). Customer lifetime value (CLV). Net revenue retention (NRR). Churn rate.

Metrics 52

Metrics Finance Surveys Marketing 52

Beyond Philosophy

APRIL 15, 2019

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. Essential Considerations for Your Customer Service Culture.

Customer Service 288

Customer Service Airlines Best practices Consulting 288

CCNG

AUGUST 9, 2023

It has the potential to revolutionize the way contact centers operate and deliver customer experiences if done correctly. In this article, we are going to dive into some of the many ways generative AI can make life a little easier while elevating the customer experience. The more specific you are the better the result.

Contact Center 195

Contact Center Chatbots Education Technology 195

Beyond Philosophy

SEPTEMBER 8, 2022

Implementation is everything in these success stories, and today I want to share the five rules for proven success with a CX implementation. Patterson shared her five rules for a successful implementation, which were: Define. Patterson and her team spoke with the customer service teams, customers, and sales teams.

Customer Experience 244

Customer Experience Consulting Consulting Customer retention 244

ShepHyken

MAY 22, 2020

He explains the importance of finding the right balance when providing the customer experience. Similarly, those individuals in charge of their business’ customer experiences (CX) could learn a lot from a tightrope walker. Too much noise can alienate a customer for good, while too little can leave them feeling undervalued.

Customer Experience 225

Customer Experience Journey mapping Analytics Banking 225

ChurnZero

MARCH 20, 2023

If you want to keep the peace at the dinner table, three things should never be discussed: religion, politics and who owns customer renewals and expansions. We put these two questions to respondents in our most recent 2022 Customer Success Leadership Study published late last year. Who owns customer renewals?

Accountability 52

Accountability Sales Management SaaS 52

ChurnZero

MARCH 20, 2023

If you want to keep the peace at the dinner table, three things should never be discussed: religion, politics and who owns customer renewals and expansions. We put these two questions to respondents in our most recent 2022 Customer Success Leadership Study published late last year. Who owns customer renewals?

Accountability 52

Accountability Sales Management SaaS 52

ChurnZero

JANUARY 8, 2024

At most SaaS companies, the line item for customer success budgets is dedicated to headcount. This is why on our annual survey of customer success leaders , we ask about “non-headcount budgets.” So how did non-headcount customer success budgets shake out in 2023?

Benchmark 52

Benchmark SaaS Surveys Management 52

COPC

MAY 23, 2023

Enabling Team Leader Success COPC Inc.’s ’s Employee Engagement Research uncovered a crucial takeaway for effective team leadership in the contact center industry: the power of education and skill building. According to the same study, 84% of agents who have weekly one-on-one meetings are satisfied with their job.

Contact Center 88

Contact Center Employee engagement Coaching Benchmark 88

Playvox

FEBRUARY 13, 2024

In an economy that’s pitched more than a few curveballs over the last five years, retaining and growing a loyal customer base is consistently a winning business strategy. How Do You Identify Top Customer Service Talent? Are you trying to boost customer sentiment ? Do you want to improve overall customer experience?

Contact Center 88

Contact Center Gamification Coaching Feedback 88

ShepHyken

MARCH 23, 2018

What professional skill is highly overlooked, underrated, often treated as an afterthought, yet is as vital as fuel for any vehicle on a company’s road to success? As CEOs and companies prepare to tackle some of the top concerns for this year, only the most successful will prioritize communication as part of their plans.

Airlines 206

Airlines Morale Benchmark Marketing 206

CSM Magazine

AUGUST 5, 2022

Customer service managers are responsible for overseeing customer service in an organization. Customer service manager jobs are typically available in large organizations that have a customer service department. Some customer service manager positions may also be available in small businesses.

Customer Service 99

Customer Service Management Government Time management 99

ShepHyken

APRIL 22, 2019

Each week I read a number of customer service and customer experience articles from various resources. Why Anxious Customers Prefer Human Customer Service by Michelle A. But what’s less clear is the toll these self-service interactions may take on customers. Here are my top five picks from last week.

Customer Service 194

Customer Service Employee engagement Self service Surveys 194

TechSee

DECEMBER 12, 2022

Customers today expect frictionless, convenient service across every transaction. However, meeting these customer expectations is easier said than done. Heading into 2023, service leaders recognize the need to improve both their customer experience and the need for technological innovations to do so. Staring Down the Challenges.

Customer centricity 124

Customer centricity Technology Enterprise Accountability 124

CSM Magazine

NOVEMBER 3, 2023

and South Africa at Foundever, explains why a strong BPO partnership is integral to success. Over the past 30 years, there’s been a significant evolution in client and customer needs and as we approach 2024, it is apparent to all industry leaders that our role as outsourcers has become one of a trusted partner to companies.

Banking 59

Banking outsourcing Best practices Marketing 59

ClearAction

OCTOBER 25, 2022

You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career. Within the first two years, we saved enormous time and money for employees, customers, partners and investors. How can customer experience management achieve this?

Journey mapping 71

Journey mapping Customer centricity Accountability Metrics 71

ChurnZero

NOVEMBER 29, 2022

This is a guest article by Michael Su , senior consultant of Customer Success, The Success League. Customer Success is still a young field and a new concept for many companies. When I ventured out to build my first Customer Success department at a tech software company, my leadership team thought I was nuts.

Scripts 98

Scripts Sales Customer centricity Coaching 98

Anexa BPO

NOVEMBER 13, 2022

A recent study conducted by Microsoft and published in Latin America highlights some key trends that have emerged in response to the pandemic. According to the study, 70% of respondents in Latin America indicated that they are more likely to prioritize their health and well-being over work compared to before the pandemic.

outsourcing 52

outsourcing Surveys Personalization Customer Service 52

Playvox

MARCH 12, 2024

Agent motivation in a call center is crucial for driving employee engagement, enhancing customer satisfaction, and increasing overall performance. This, in turn, leads to higher customer retention and increased profitability for the business. Many of Playvox’s customers leverage tools like gamification to motivate their teams.

Morale 78

Morale Gamification Contact Center Quality management 78

ClearAction

FEBRUARY 13, 2023

Leading Customer Experience as a Team Sport Lynn Hunsaker Author Lynn Hunsaker at Super Bowl LVII stadium 2023 Leading customer experience as a team sport is essential because every player in your enterprise helps or hinders customer experience performance. It is a lost art that customer experience managers need to thrive.

Customer Experience 71

Customer Experience Journey mapping Entertainment Enterprise 71

ChurnZero

MARCH 23, 2023

The most important part of Customer Success is the team. More than three-quarters (77%) of Customer Success teams have fewer than 50 people on staff. That’s according to our annual Customer Success Leadership Study published in late 2022. Yet, many teams fall well below industry benchmarks.

Benchmark 52

Benchmark 52

ChurnZero

MARCH 23, 2023

The most important part of Customer Success is the team. More than three-quarters (77%) of Customer Success teams have fewer than 50 people on staff. That’s according to our annual Customer Success Leadership Study published in late 2022. Yet, many teams fall well below industry benchmarks.

Benchmark 52

Benchmark 52

The Northridge Group

OCTOBER 1, 2020

Developing service excellence at the contact center management level is a critical enabler for a company’s long-term success. Providing exemplary customer service is essential for all businesses that strive for differentiation and growth. Improved customer experiences and satisfaction. Improved associate performance.

Coaching 128

Coaching Contact Center Best practices Management 128

Fonolo

DECEMBER 6, 2022

As leaders and managers, you need to get down and dirty with metrics, KPIs, and agent performance to run a successful contact center. When you develop your contact center, you create opportunities for more sales, customer satisfaction, and workplace efficiency. . But let’s linger on leadership style.

Contact Center 142

Contact Center Call Center call center software Abandon rate 142

Anexa BPO

SEPTEMBER 7, 2023

In today’s business world, where innovation drives progress and shapes industries, a secret ingredient has emerged as a game-changer in the quest for success: the art of storytelling. To begin with, what exactly is leadership storytelling? The post Leadership Storytelling: Not Just a Fairytale first appeared on Anexa BPO.

outsourcing 52

outsourcing Morale Technical Support Technology 52

ClearAction

JULY 20, 2023

Customer Success Technology Buyer Guide Lynn Hunsaker Customer success technology is sure to grow in importance and array. I lived in Silicon Valley for the past 3 decades and saw the inside story across a wide variety of applications of customer success technology.

Technology 62

Technology Consulting Consulting B2B 62