AWS Machine Learning

NOVEMBER 16, 2023

This is a joint blog with AWS and Philips. One of the key drivers of Philips’ innovation strategy is artificial intelligence (AI), which enables the creation of smart and personalized products and services that can improve health outcomes, enhance customer experience, and optimize operational efficiency.

Healthcare 91

Healthcare Government Engineering APIs 91

AWS Machine Learning

OCTOBER 4, 2022

You previously had to rely on personally identifiable information (PII) rules engines that could flag false positives or miss data, or you had to build and maintain custom machine learning (ML) models to identify PII in your streaming data. After that, documents are free of PII entities and users can consume the data.

APIs 85

APIs Banking Analytics Accountability 85

Totango

FEBRUARY 23, 2023

How can you ensure you’re aligning resources to the right initiatives that will protect and grow your customer base? By collecting and analyzing data that helps you implement and understand the effectiveness of customer success initiatives, CS operations can tie impact to key business outcomes and the bottom line.

Metrics 83

Metrics Upselling Accountability Enterprise 83

Vcaretec

JUNE 6, 2022

We plan for the peak days , we have a rigorous process for both long-form customer support calls and 30-second quick-resolution calls, and we train our staff to identify upsell and cross-sell opportunities naturally during support interactions. By the same token, brands need to plan for extreme traffic and scale.

Customer Care 96

Customer Care Upselling Accountability Customer Support 96

Totango

OCTOBER 20, 2021

In this blog, we’ll walk you through the basics of what customer journey optimization is and how it applies to the different steps in your customers’ lifecycles. In this blog, we’ll walk you through the basics of what customer journey optimization is and how it applies to the different steps in your customers’ lifecycles.

Journey mapping 91

Journey mapping Benchmark Best practices Accountability 91

Nicereply

DECEMBER 7, 2022

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. Next, ensure that the new employee understands the customer’s needs and how they can handle customer feedback. Build a knowledge resource.

SaaS 52

SaaS Morale Feedback Accountability 52

Totango

NOVEMBER 5, 2021

During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. How many employees support digital engagement at Aruba? Then, we have about four people managing the Totango resource and helping put together all the SuccessPlays.

Journey mapping 110

Journey mapping Accountability Marketing Metrics 110

AWS Machine Learning

APRIL 12, 2023

Amazon Kendra supports token-based user access control using the following token types: Open ID JWT with a shared secret JWT with a public key JSON Previously, we saw a demonstration of token-based user access control in Amazon Kendra with Open ID. It contains encoded JSON objects, including a set of claims.

Enterprise 90

Enterprise APIs Engineering Management 90

JivoChat

JUNE 29, 2023

A recent study revealed that 94% of consumers think of brand experience as a key factor influencing their purchase decision. In this blog post, we’ll delve into the key strategies that successful E-commerce entrepreneurs and key opinion leaders employ to create an unforgettable brand experience.

Analytics 88

Analytics Chatbots Feedback Surveys 88

Call Experts

OCTOBER 5, 2023

Ultimately, a well-managed contact center can be the lifeline of your customer service operations. To ensure you choose the right one for your business, whether it’s a contact center for lawyers or the medical field, it’s essential to consider several key factors. Why are Call Centers Important?

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

Totango

JULY 8, 2021

Many of the companies we talk to today all have the same challenge: they are sick and tired of firefighting their customer accounts. How to Build An Early Customer Warning System. Proactive indicators alert you to changes to customer accounts prior to human interactions. Define Customer Health Score.

Upselling 65

Upselling Accountability Customer retention Metrics 65

Hodusoft

OCTOBER 19, 2023

They help manage customer interactions by serving as the initial point of contact. In this blog, we will discuss various practical strategies for reducing operational expenses associated with BPOs. By managing urgent issues on priority, customer satisfaction and loyalty can be enhanced greatly. million in 2022 to US$34, 570.73

Contact Center 52

Contact Center Interactive Voice Response Contact center software Self service 52

Call Experts

APRIL 8, 2024

Ultimately, a well-managed contact center can be the lifeline of your customer service operations. To ensure you choose the right one for your business, whether it’s a contact center for lawyers or the medical field, it’s essential to consider several key factors. Why are Call Centers Important?

Contact Center 52

Contact Center Call Center outsourcing contact center solutions 52

Totango

OCTOBER 20, 2021

In this blog, we’ll walk you through the basics of what customer journey optimization is and how it applies to the different steps in your customers’ lifecycles. In this blog, we’ll walk you through the basics of what customer journey optimization is and how it applies to the different steps in your customers’ lifecycles.

Journey mapping 72

Journey mapping Benchmark Best practices Accountability 72

ClientSuccess

DECEMBER 12, 2022

When making a switch from one compensation plan to another for your Customer Success Managers (CSMs), it’s important to make the transition as smooth and considerate as possible. The introduction of a Base + Bonus plan is an excellent way to incentivize Customer Success Managers and encourage better performance. Base + Bonus.

Management 87

Management Accountability Sales Upselling 87

AWS Machine Learning

OCTOBER 5, 2023

In this post, we explain how to build and optimize a custom classification model using Amazon Comprehend. We use an Amazon SageMaker notebook and the AWS Management Console to complete some of these steps. We also go through best practices and optimization techniques during data preparation, model building, and model tuning.

Benchmark 98

Benchmark Best practices Metrics Government 98

Comm100

JANUARY 17, 2024

How does it benefit organizations and customer experience? Lastly, but crucially, this guide will also explore how teams can strike the perfect balance between the efficiency and scalability of automation and the necessity for human touch. Why should businesses lean into automation? Chapter 2 Why should you lean into automation?

Customer Service 74

Customer Service Chatbots Customer centricity Feedback 74

ProProfs Blog

DECEMBER 12, 2019

Is managing your company help desk a tough challenge? Here, you will be engaged in a detailed discussion on how to run a help desk and the various ways to improve help desk performance. A help desk functions as a multi-dimensional resource aimed to reduce the downtime of a company’s services. Collect Performance Feedback.

Wait times 143

Wait times Metrics Self service Feedback 143

CSM Practice

JANUARY 13, 2021

Some of the renewal management challenges for many businesses include : Lack of a customer-centric approach. Overwhelmed CSMs managing renewals, health, and expansion. In this blog, we’ll delve into the cause of these problems and highlight the mindset, strategies, and best practices to scale the renewal process effectively.

SaaS 98

SaaS Customer centricity Accountability Education 98

AWS Machine Learning

JULY 29, 2022

In part 1 , we addressed the data steward persona and showcased a data mesh setup with multiple AWS data producer and consumer accounts. Let’s recap the high-level architecture that highlights the key components in the data mesh architecture. The database is now reflected as a shared database in the consumer account.

Scripts 72

Scripts Analytics Accountability Engineering 72

CustomerSuccessBox

NOVEMBER 17, 2021

The concepts have changed, the key performance indicators (KPIs) have changed and now you have to change with them. We will be discussing all Net Revenue Retention in this blog. When you take into account all these changes with your existing customers and your recurring revenue, what you get is the net revenue retention.

Upselling 52

Upselling SaaS Metrics Accountability 52

AWS Machine Learning

SEPTEMBER 19, 2023

Compliance and fraud detection – This solution can be extended to include monitoring tools that analyze communication channels like calls, emails, chats, access logs, and more to identify potential insider trading or market manipulation. One of the ways to handle multi-modal data that is gaining popularity is the use of multi-modal agents.

Marketing 103

Marketing APIs Engineering Analytics 103

Totango

NOVEMBER 5, 2021

During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. How many employees support digital engagement at Aruba? Then, we have about four people managing the Totango resource and helping put together all the SuccessPlays.

Journey mapping 84

Journey mapping Accountability Marketing Metrics 84

CustomerSuccessBox

JUNE 24, 2022

This blog focuses on the excellent customer success techniques that will help you improve your recurring revenue. This blog focuses on the excellent customer success techniques that will help you improve your recurring revenue. It helps companies keep up with the accounts they’ve closed, and maintain, retain, and expand them.

Upselling 52

Upselling SaaS Customer advocacy Metrics 52

JustCall

APRIL 3, 2023

In this blog, we’ll learn how. Did you know that when it comes to SaaS customer success, acquiring a new customer can cost 4 to 5x more than retaining an existing one? Naturally, businesses will want to rely on customer loyalty for sustainable growth and profitability. This is where customer success comes in.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

Totango

OCTOBER 20, 2021

In this blog, we’ll walk you through the basics of what customer journey optimization is and how it applies to the different steps in your customers’ lifecycles. In this blog, we’ll walk you through the basics of what customer journey optimization is and how it applies to the different steps in your customers’ lifecycles.

Journey mapping 62

Journey mapping Benchmark Best practices Accountability 62

Totango

MARCH 4, 2022

Then, we’ll consider how B2B customer service differs from customer success in a B2B context. When delivered manually, it may be handled by dedicated customer service agents or by other company representatives, such as account managers and customer success managers. What is B2B Customer Service?

B2B 91

B2B Customer Service Interactive Voice Response B2C 91

Hodusoft

JANUARY 3, 2024

In this blog post, we discuss CCaaS in detail starting from what CCaaS is, its top benefits, its key features, and how you can handpick the right CCaaS solution for your business needs. Benefits of CCaaS Key Features of CCaaS How to select the right CCaaS software for your business? billion by 2030.

Contact Center 59

Contact Center Contact center software Interactive Voice Response Wait times 59

Totango

AUGUST 18, 2022

You need to clearly demonstrate the ins and outs of your software to ensure your customers know how to use it and how to employ it effectively in the pursuit of their enterprise’s unique needs and goals. The term is borrowed from human resources management. Assigning account managers. Activating accounts.

Journey mapping 92

Journey mapping SaaS Upselling Enterprise 92

ChurnZero

JULY 14, 2022

As a customer learning and education specialist at ChurnZero, I spend a lot of time consulting with subject matter experts—mainly implementation managers and CSMs—to create new customer education content. But what actually makes “good” data, and how does it contribute to Customer Success?

Education 52

Education Accountability Benchmark Engineering 52

Enghouse Interactive

FEBRUARY 9, 2021

Trends and Realities of Successful Organizations (Blog Series). In our last blog , we explored how successful companies outperform customer expectations by leveraging video – a communications channel that customers have come to prefer. Blog #3 of 4: Customer-facing agents. Back office support. Accessible NOW!

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

JustCall

APRIL 5, 2023

The need for customer success management is fairly new and fast becoming pertinent. Organizations need to embrace the CSM approach to build a trustworthy relationship with customers and track their performance using customer relationship management analytics. What is customer success management or CSM?

Management 52

Management CRM Analytics Customer retention 52

AWS Machine Learning

AUGUST 15, 2022

An IDP pipeline with AWS AI services empowers you to go beyond OCR with more accurate and versatile information extraction, process documents faster, save money, and shift resources to higher value tasks. In this two-part series, we discuss how you can automate and intelligently process documents at scale using AWS AI services.

Banking 75

Banking APIs Accountability Analytics 75

SmartAction

JUNE 9, 2023

Examples of Conversational AI How does Conversational AI work? Most organizations use them to improve customer experience and reduce human resource costs. Conversational AI has emerged as the bridge, enabling human-like conversations to help drive and solve customer queries. Today, conversational AI is everywhere.

Virtual Agent 72

Virtual Agent Chatbots Self service Feedback 72

Totango

AUGUST 25, 2022

First, we’ll examine what SaaS customer engagement is and how it incorporates the strategy of “land and expand.” Next, we’ll share six keys to effective SaaS customer engagement. Next, we’ll share six keys to effective SaaS customer engagement. The key metric here is churn. What Is SaaS Customer Engagement?

SaaS 96

SaaS Upselling Metrics Journey mapping 96

CustomerSuccessBox

JUNE 18, 2021

In this article, we collate blogs and webinars from CustomerSuccessBox which will help you as an extensive guide for customer success. Customer Onboarding- How to prevent drop offs. The blog tells you about how does the onboarding experience of the customer define the ongoing relationship you have with your customer .

SaaS 52

SaaS B2B Customer retention Upselling 52

Totango

JANUARY 29, 2021

Playbooks for customer success managers help drive processes that promote winning client outcomes. Here’s a look at what customer success playbooks are, why you need them, and how you can use them to deliver your clients the results they expect. How Do You Use Playbooks For Customer Success?

Best practices 79

Best practices Benchmark Upselling Accountability 79