Squelch

OCTOBER 4, 2019

That’s why it should come as no surprise that two annual occasions celebrating these hard-working heroes — CX Day and National Customer Service Week — happen in October. The post Celebrate the Real Heroes with CX Day and National Customer Service Week appeared first on Squelch.

Customer Service 40

Customer Service Feedback Metrics Customer Experience 40

Squelch

MAY 27, 2019

Why Is CX Critical to Business Success? Those statistics demonstrate the importance of CX but don’t explain why. The post The Importance of Data for Superior Customer Experience (CX) and Business Success appeared first on Squelch. 73 percent cite CX as a key factor in buying decisions.

Customer Experience 40

Customer Experience Average Handle Time First call resolution Upselling 40

CX Journey

MAY 7, 2015

If so, then why should he/she pay insurance for a car they won't be driving while overseas. Why do they do this? Culture squelches anything that tries to upset it, like antibodies when a foreign object appears. So agents ask members other questions to determine an appropriate solution and experience for them.

Customer Experience 73

Customer Experience Surveys 73

Squelch

DECEMBER 3, 2019

In part one of our interview below, Daniel shares how he transitioned from sports to customer success, why Nuvi takes a consultative approach with clients, and what a typical day is like for his team. The post CX Spotlight: Daniel Haslam, VP of Client Success at Nuvi appeared first on Squelch. The third is customer direction.

Consulting 52

Consulting Consulting Advertising Accountability 52

Squelch

JUNE 27, 2019

In this post, we’ve explored why companies should endeavor to anticipate their customers’ needs along with some potential ways for how to do so. appeared first on Squelch. That’s where Ford’s vision and his company’s ingenuity came together to predict — and then bring to life — the product that customers ultimately needed.

Customer Experience 45

Customer Experience SaaS Feedback Sales 45

Squelch

JUNE 4, 2019

Why does Glint put such an emphasis on customer success? The post Influential Women in CX: Glint CCO Mary Poppen Discusses the Evolution of Customer Success and Its Growing Impact Across the Organization appeared first on Squelch. So, the entire journey really — from the time they become a customer — sits with my team.

Chief Customer Officer 40

Chief Customer Officer Employee engagement SaaS Accountability 40

Squelch

SEPTEMBER 24, 2019

That’s why we’ve hired people who were previously CTOs or field CTOs; they can articulate the technology well but also love to be in front of the customer. So that’s why more companies, including Guavus, are now including CSMs at the beginning of the sales cycle. Are customers really willing to sit down with CSMs like that?

Sales 61

Sales Customer centricity Technology Marketing 61

Squelch

SEPTEMBER 24, 2019

That’s why we’ve hired people who were previously CTOs or field CTOs; they can articulate the technology well but also love to be in front of the customer. So that’s why more companies, including Guavus, are now including CSMs at the beginning of the sales cycle. Are customers really willing to sit down with CSMs like that?

Sales 61

Sales Customer centricity Technology Marketing 61

Squelch

SEPTEMBER 3, 2019

Squelch emerged from stealth mode in May 2018 when it announced a Series A financing round of $8 million led by Shasta Ventures and Correlation Ventures. That’s why we’re thrilled to not only have more companies adopting our solution each month, but also to see such positive reactions once they do. More Milestones.

Finance 63

Finance Best practices Customer Experience Technology 63

Squelch

JANUARY 29, 2020

She also explained why people are her favorite aspect of her job and why angry customers don’t bother her. That’s why we’ve gotten into the habit at the beginning of every single meeting of sharing a story about how we’ve helped a customer. To me, the key is helping them to continually understand the difference they make.

Customer centricity 52

Customer centricity Virtual Agent Engineering outsourcing 52

Squelch

SEPTEMBER 24, 2019

That’s why we’ve hired people who were previously CTOs or field CTOs; they can articulate the technology well but also love to be in front of the customer. So that’s why more companies, including Guavus, are now including CSMs at the beginning of the sales cycle. Are customers really willing to sit down with CSMs like that?

Sales 40

Sales Customer centricity Technology Marketing 40

Squelch

DECEMBER 10, 2019

In part one of our interview with Daniel , we discussed how he transitioned from sports to customer success, why Nuvi takes a consultative approach with clients, and what a typical day is like for his team. The post CX Spotlight: Continuing the Conversation with Nuvi’s Daniel Haslam appeared first on Squelch.

Accountability 52

Accountability Sales Engineering Customer Support 52

Squelch

SEPTEMBER 3, 2019

Squelch emerged from stealth mode in May 2018 when it announced a Series A financing round of $8 million led by Shasta Ventures and Correlation Ventures. That’s why we’re thrilled to not only have more companies adopting our solution each month, but also to see such positive reactions once they do. More Milestones.

Finance 45

Finance Best practices Technology Customer Experience 45

Squelch

SEPTEMBER 3, 2019

Squelch emerged from stealth mode in May 2018 when it announced a Series A financing round of $8 million led by Shasta Ventures and Correlation Ventures. That’s why we’re thrilled to not only have more companies adopting our solution each month, but also to see such positive reactions once they do. More Milestones.

Finance 40

Finance Best practices Technology Customer Experience 40

Squelch

OCTOBER 29, 2019

That’s why managers and executives should work with front-line agents to understand which metrics will truly result in a better customer experience. The post Customer Support Still Has Value in a Self-Help World appeared first on Squelch. The shorter the calls, the more customers served and the more valuable the agent, right?

Customer Support 40

Customer Support Self service Scripts Metrics 40

Squelch

DECEMBER 19, 2019

Underscoring her high degree of empathy for others, she explains why people are her favorite aspect of her job and why angry customers don’t bother her. The post Influential Women in CX: Aileen Allkins Shares Her Journey from Front-Line Agent to Microsoft Corporate VP of Customer Service and Support appeared first on Squelch.

Coaching 52

Coaching Customer Service Finance outsourcing 52

Squelch

JULY 2, 2019

That’s why this year, in honor of “America’s birthday,” we’ve decided to examine the benefits of independence in a professional environment — particularly as it relates to customer support and success professionals. That’s why most new hires go through a formal probationary period or at least an informal time under close supervision.

Customer Experience 49

Customer Experience Construction Government Scripts 49