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

TechSee

FEBRUARY 19, 2024

Customer experience automation is rapidly evolving, reshaping how companies engage with customers and clients. LLM-powered virtual assistants, chatbots, and virtual agents promise to become the new faces of customer experience automation. Are LLMs the right way approach to CX automation?

Virtual Agent 124

Virtual Agent Chatbots Enterprise Wait times 124

ShepHyken

JANUARY 1, 2024

Each week, I read many customer service and customer experience articles from various resources. Let’s kick off this week’s Top Five roundup with a topic I’m often asked about, which is how to handle negative reviews. My Comment: If you’re not familiar with the concept of the Zero Customer , you should be.

Customer Service 142

Customer Service B2C Feedback Marketing 142

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

COPC

APRIL 1, 2024

The challenge of keeping pace with changing customer expectations looms large. Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX).

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

Fonolo

MAY 10, 2023

Consider attending an industry event if you’d like to sharpen your management and customer service skills. Call Center and Customer Service Conferences If you’re wondering what contact center or customer service industry conferences to attend in 2023, we’ve got you covered! You’ll be glad you did!

Contact Center 87

Contact Center Healthcare Call Center Technology 87

Totango

NOVEMBER 27, 2023

“Customer success is driving value to customers. Digital customer success is driving value more efficiently using a software or service that allows companies to grow and deliver value without using excessive resources” – Chris Dishman, SVP Customer Success, Totango.

Enterprise 103

Enterprise Best practices Marketing Sales 103

Totango

JANUARY 2, 2024

In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS. More importantly, you need an organizational strategy that ensures your customers don’t just come to you but stay, thrive, and become your biggest promoters.

Automotive 99

Automotive Journey mapping Self service Sales 99

VirtualPBX

AUGUST 10, 2023

Among the myriad of communication channels available, text messaging has emerged as a powerful tool for businesses to engage with their customers, clients, and employees. ” Call Centers: Enhancing Customer Relations Issue Resolution: “We apologize for the inconvenience. Please let us know if you have any concerns.”

Healthcare 98

Healthcare Call Center Accountability Surveys 98

ShepHyken

AUGUST 31, 2020

Each week I read a number of customer service and customer experience articles from various resources. How to Prevent Customer Churn with Retention Marketing by Lauren Pope. Learning Hub) Attracting new customers is cool and all, but do you know how to keep them around? Here are my top five picks from last week.

Customer Service 263

Customer Service Advertising Customer retention Customer Experience 263

AWS Machine Learning

APRIL 4, 2024

Delivering personalized news and experiences to readers can help solve this problem, and create more engaging experiences. However, delivering truly personalized recommendations presents several key challenges: Capturing diverse user interests – News can span many topics and even within specific topics, readers can have varied interests.

Personalization 79

Personalization APIs Engineering Metrics 79

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management. Listen to your customers.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

C3Centricity

FEBRUARY 13, 2024

Last week I spoke about the importance of actioning customer feedback. I want to continue this topic focussing on using the information for continuous improvement of the brands and services you offer. And customers expect businesses to be constantly adapting and preparing for their future needs.

Feedback 90

Feedback Surveys Marketing Customer Experience 90

Connect

APRIL 18, 2024

Gen AI is a trending topic because businesses and consumers are captivated by the potential applications the technology holds in how the world works and engages, with the AI arms race between OpenAI, Microsoft, Google, and Meta escalating with the public release of platforms like ChatGPT, Bing Chat, Baard (now Gemini) and Meta AI.

Virtual Agent 86

Virtual Agent Chatbots Average Handle Time Engineering 86

Netomi

JULY 13, 2022

When launching a customer support AI, you’ll first need to analyze your historical data to identify the queries that are highly repeatable and have high volume, those that carry low to medium business risk, as well as low exception management. What does the customer intend to accomplish from the engagement?

Chatbots 105

Chatbots Airlines Best practices Personalization 105

VirtualPBX

AUGUST 15, 2023

In today’s fast-paced business landscape, effective communication is key to success. Over the past three months, VirtualPBX has hosted a comprehensive Business SMS Webinars Series, covering a range of topics crucial for businesses looking to incorporate SMS seamlessly into their strategies.

Best practices 98

Best practices Marketing Feedback Sales 98

ChurnZero

MAY 4, 2023

There’s a closely held growth secret among large B2B professional services firms, like consultants, accountants and law firms, that Customer Success Managers (CSMs) might appreciate: The more relationships a client has across a firm, the lower that client’s flight risk.

SaaS 98

SaaS Best practices Gamification Feedback 98

Totango

NOVEMBER 10, 2023

As a leader in customer success, who’s your friend in the C-suite? Is the customer journey mapping exercise a worthwhile effort? Who owns the customer community for your organization? 2023, Chris Dishman , Totango’s SVP of Global Customer Success, hosted the lively Hot Takes! We hope so!

Journey mapping 97

Journey mapping Construction B2B Education 97

Spearline

MAY 19, 2022

For the full webinar experience click here Successful deployment of WebRTC applications Watch a replay of our live webinar from Wednesday May 11 hosted by Tsahi Levent-Levi, Head of Product at testRTC , author of Bloggeek.me and Shóna O’ Donovan, Senior Customer Engagement Specialist at Spearline.

98

98

JivoChat

FEBRUARY 8, 2023

Digital marketing is fundamental when it comes to conquering visibility and engaging with your target audience, and social media networks have a very significant role in this. Other topics approached are Twitter marketing, LinkedIn ads, and how to use Google Business. It will teach you several important techniques. Workload: 7.5

Marketing 75

Marketing Advertising Accountability Analytics 75

ChurnZero

FEBRUARY 15, 2024

Creating a steady stream of engaging content for a customer community can be a daunting task, especially when you’re relying on your team to contribute. How I got my team to create high-quality content for our customer community. For instance, transform your release notes into engaging posts.

Analytics 52

Analytics Personalization Management 52

Totango

JUNE 21, 2023

We are thrilled to announce an exciting new product as part of our Composable Customer Success platform: Totango In-App ! Help users navigate complex workflows, resulting in quicker product proficiency and customer satisfaction. This enhances your user engagement and ensures your customers are always informed.

Enterprise 83

Enterprise Feedback Surveys Marketing 83

Fonolo

NOVEMBER 15, 2022

In fact, these engagements are an essential part of running a successful customer service operation. Acknowledge individual successes. Ultimately, well-conducted performance reviews will improve your overall employee engagement, retention, and your team’s overall quality of service. Ah, performance reviews.

Call Center 127

Call Center Management Average Handle Time Employee engagement 127

delighted

OCTOBER 17, 2023

Employee surveys can be used to ask employees for feedback on various topics related to their experience at your organization, including their engagement level, overall satisfaction with their job, their intent to stay at your company, or why they’ve chosen to leave. TIP: Not sure what to ask in your satisfaction survey?

Surveys 81

Surveys Employee engagement Feedback Management 81

Playvox

FEBRUARY 16, 2024

One of the most impactful uses is how AI is transforming customer experience (CX). Advances in technology allow contact centers to use data in much more manageable ways, redefine how to engage with customers, gain efficiencies, and leverage actionable insights to improve quality management (QM) and the customer journey.

Quality management 75

Quality management Contact Center Management Best practices 75

VirtualPBX

JUNE 15, 2023

Effective communication plays a pivotal role in the success of any business. With the introduction of Text Forward and VirtualText Pro, VirtualPBX aims to empower businesses of all sizes with enhanced communication tools to engage their audience and drive customer satisfaction.

Marketing 98

Marketing Management Customer Experience 98

JivoChat

JULY 16, 2023

On the other, leads and customers are drowning in a deluge of marketing material — emails, tweets, LinkedIn posts, podcasts, YouTube videos, you name it. How often have you wanted to or ended up reading a clickbait-y article about the “15 best-kept secrets of the most successful people ever to have lived”?

Finance 75

Finance Healthcare Marketing Surveys 75

JivoChat

FEBRUARY 15, 2023

It has become a platform where you can engage with your target audience, increase visibility, and sell your products and services too. Instagram Marketing The Instagram Marketing course will enable you to set up a powerful Instagram account to convert your followers into paying customers. Check out the article to know more.

Accountability 75

Accountability Marketing Analytics Sales 75

inSided

SEPTEMBER 16, 2021

This month's guest post is brought to you by Condeco's arguably most customer-obsessed CSM – Erika Villarreal. She's about to bust five myths that all too often hold CS teams back when it comes to implementing and running digital-led customer success programs. Digital customer success has been a hot topic lately.

Personalization 101

Personalization Customer Experience 101

ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. To explore some of the most controversial topics in CS today and hear what those on either side of the debate have to say, we asked four industry experts to weigh in. 1: Is NPS a Customer Success metric?

Upselling 98

Upselling Metrics SaaS Sales 98

ChurnZero

JANUARY 29, 2021

. As a Customer Success professional, you talk to customers about your products and services all day, every day – whether it’s discussions about product adoption, value, or ROI. But if you want to have more than a one-dimensional relationship with your customer, only talking about your product isn’t enough.

Banking 98

Banking Scripts Morale Personalization 98

ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. To explore some of the most controversial topics in CS today and hear what those on either side of the debate have to say, we asked four industry experts to weigh in. 1: Is NPS a Customer Success metric?

Upselling 97

Upselling Metrics SaaS Sales 97

Totango

DECEMBER 7, 2023

Merging sales and customer success (CS) is a delicate art that is often challenging but necessary for driving business results and creating a frictionless customer journey. Teaming leaders from each of these functions to focus on a respective industry, these “pods” work together to build deep knowledge and vertical expertise.

Sales 89

Sales Enterprise Best practices Metrics 89

Playvox

MARCH 19, 2024

Generative AI technologies truly have the power to change how we work and our ability to deliver a stellar customer experience (CX). Contact center AI is a collection of tools or contact center software designed to enable smarter, data-driven, and more efficient customer interactions, with the ultimate goal of delivering better CX.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

Playvox

MARCH 5, 2024

This definitely applies to customer needs and preferences, and contact centers are constantly striving to stay one step ahead of evolving customer requirements. A desire for instant-access self-service options is shifting how customers want to engage. One thing that’s certain is change.

Quality management 78

Quality management Management Contact Center Coaching 78

JivoChat

JUNE 13, 2023

You can use that to tell the story of how your brand was created and allow customers to know more about the company they are going to buy from. This is an opportunity to humanize your brand, highlight the values behind your business and engage with customers. Would your target audience like to know more about them?

Accountability 75

Accountability Marketing Sales Personalization 75