Vcaretec

JUNE 6, 2022

When it comes to customer care across major industries, like Retail & E-Commerce, Wireless & Telecommunications, and Healthcare, there are plenty of smart minds out there. As a leader in outsourced customer service solutions, the customer care specialists at Vcare voted on fifty of the top thought leaders in our space.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

Eptica

AUGUST 21, 2019

Author: Steve Nattress - International Solutions Director Chat is fast becoming a mainstream channel when it comes to customer service. For example, while 7% of UK companies offered chat in 2013, by 2019 Eptica research found that 44% advertised it on their websites. Why the future of customer service is AI and humans together.

Advertising 66

Advertising Best practices Upselling Analytics 66

Livepro

JUNE 19, 2019

Topic: ‘AI for Customer Service’. Todd Gorsuch is an industry innovator with over two decades of experience leading, managing and growing large customer service and technology outsourcers. In 2013 his team was the ICMI “Global Contact Centre of the Year” for Small to Medium-Sized Centres.

Government 75

Government Gamification outsourcing Consulting 75

Fonolo

JANUARY 11, 2022

One Contact Resolution features their top 10 best practices for the title KPI, which measures the number of customers who have their problem resolved within one contact center interaction. Powerful Phrases for Effective Customer Service: Over 700 Ready-to-Use Phrases and Scripts That Really Get Results (2012), Renée Evenson.

Call Center 81

Call Center Marketing Management First call resolution 81

ClearAction

DECEMBER 11, 2016

No wonder getting in-tune is the number 1 success factor for strong business results in customer experience management. 2 ClearAction Business-to-Business Customer Experience Management Best Practices Study , 2010-2013. Image purchased under license from Shutterstock.

Customer Experience 73

Customer Experience Best practices Surveys CRM 73

Natalie Petouhof

JANUARY 8, 2016

And interesting chart by SmartInsights , shows what happens every 60 seconds: Potential and current customers use social and digital media to research and compare products and services. The chart shows that from 2013- to 2016 the amount of content created and posted is growing nearly exponentially.

Marketing 58

Marketing Best practices Sales Customer Experience 58

Callminer

AUGUST 1, 2017

If customers are being sent to the wrong department, then they tied up customer service personnel from helping the right people. Customer service diminishes. InsO International changed the call center and customer service arena by pioneering the world’s first hybrid call center solution. Alex Tebbs.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

CSM Magazine

NOVEMBER 28, 2019

“Our pursuit of quality drives the business – the quality of equipment, quality of people, quality of work and quality of service. BigChange is proving to be an invaluable tool in managing our ISO accreditations as the system ensures best practice procedures are followed at all times. Mason explains. About BigChange.

Technology 52

Technology Surveys CRM Best practices 52

Netomi

JANUARY 5, 2022

Customer service leaders come in all shapes and sizes. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Top 51 Customer Service Leaders and CX Influencers (Editor’s Choice): Adam Toporek.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Livepro

JULY 17, 2018

He is passionate about customer and employee experience and is continually innovating service models that have attracted industry excellence awards. In 2013 his team was the ICMI “Global Contact Centre of the Year” for Small to Medium-Sized Centres. of Transports Customer Experience Steering Committee.

Transportation 40

Transportation Government Multichannel Consulting 40

Callminer

FEBRUARY 21, 2018

She leads a team of highly engaged Team Leaders, Trainers, and Supervisors who share her commitment to exceptional customer service. Craig Borowski is a Content Analyst at Software Advice , covering changing trends in the SMB market, with a focus on CRM, customer service and digital (and offline) customer experience strategy.

call center software 210

call center software Call Center Contact Center Analytics 210

Verint

JULY 11, 2017

Verint launched its gamification solution as part of its customer engagement optimization suite back in 2013. We gained deeper insight into the customer perspective of how these programs are designed and implemented. The EMEA sales gamification program was based on our recommendations in the Gamification Best Practices Guide.

Gamification 35

Gamification Employee engagement CRM Best practices 35

NICE inContact

AUGUST 21, 2019

As far back as 2013, Forbes was publishing articles like, 5 Ways Email Makes Your Employees Miserable and How To Get Rid Of Email In Your Company. And yet, it turns out customers like. I can think of several technologies that have promised to replace email, like Slack and other messaging applications (e.g., Apple Chat or WhatsApp).

contact center solutions 54

contact center solutions Contact Center Morale Benchmark 54

ViiBE Blog

DECEMBER 21, 2020

By connecting with a customer via real-time video, agents are able to provide instructions with a higher level of precision, enabling them to demonstrate more technical problems to the customer. By using advanced ticket tracking, organizations can identify NVA service truck rolls and cut their associated costs.

Best practices 98

Best practices Metrics Average Handle Time Technology 98

Customer Interactions

AUGUST 7, 2014

During her 12-years at SRFECC, Julee has taken approximately 85,000 calls including 40,000 9-1-1 calls for service. Her EMD Protocol Compliance standards are a perfect 100% in Post-Dispatch Instructions and her Customer Service score a near perfect 99.98% Julee has served as a supervisor for SRFECC for the last 7 years.

Telecommunications 31

Telecommunications Construction Morale Technical Support 31

Taylor Reach Group

MARCH 26, 2018

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. Customer Contact East: a Frost and Sullivan Executive Exchange April 8 – 11, Marco Island, FL. How can we be the best we can be?

Contact Center 51

Contact Center Call Center Customer Experience Big data 51

C3Centricity

MAY 1, 2021

This is why best-in-class marketers work with best-practice segmentations. And targeting the biggest group is not often the best strategy. Your brand needs to appeal to a group of customers who are looking for the solution you are offering. Businesses often make the mistake of trying to sell to everyone.

Customer centricity 55

Customer centricity Marketing Best practices Consulting 55

LiveChat

APRIL 3, 2017

After one Amazon customer had his PlayStation gaming console stolen from his front porch before getting home to bring it inside, he felt defeated. To his surprise, the customer service representative had a new one shipped later that day—completely free of charge—and it arrived just in time for Christmas.

Marketing 51

Marketing Metrics Technology Customer Experience 51

CustomerSuccessBox

JUNE 8, 2022

Irit Ezips is the Chief Customer Officer and CEO at CSM Practice. She has been consistently voted top Customer Success strategist since 2013 and is frequently featured as a speaker at conferences and Customer Success publications. We asked Irit to share her opinion on customer churn and retention.

Management 52

Management Upselling Accountability Metrics 52

SmartKarrot

MAY 14, 2020

Hence, businesses are getting keen on building effective customer success strategies and the customer success managers (CSMs) are on the spree of honing their skills with the experiences and learnings of their work life. 2010: SaaS, 2013: Customer Success .

SaaS 10

SaaS Upselling Customer retention CRM 10

Callminer

NOVEMBER 9, 2020

Fraud is not only on the rise in call centers generally (jumping by 350% between 2013 and 2019 ), but the spread of fraud in the midst of the COVID-19 pandemic means businesses and consumers alike must be more mindful than ever. Fraudulent callers may not be able to answer particularly personal questions about a customer.

Call Center 345

Call Center Banking Accountability Contact Center 345

aircall

SEPTEMBER 12, 2016

In the year 2013, Google commissioned Ipsos to carry out a study on their click-to-call buttons. From the statistics, 65% of consumers are more likely to stay with a company that offers excellent customer service, even if they can get a better financial deal somewhere else. Tips and best practices on the click-to-call.

Customer Experience 48

Customer Experience Inbound sales voip Sales 48

SmartKarrot

JANUARY 5, 2022

His company Practical CSM Academy provides global customer success management consulting, training and certification services. His book “Practical Customer Success Management: A best practice framework for rapid generation of customer success” is a highly valuable resource for CS practitioners at all levels.

Chief Customer Officer 23

Chief Customer Officer Coaching SaaS B2B 23

NICE inContact

AUGUST 21, 2019

As far back as 2013, Forbes was publishing articles like, 5 Ways Email Makes Your Employees Miserable and How To Get Rid Of Email In Your Company. And yet, it turns out customers like. I can think of several technologies that have promised to replace email, like Slack and other messaging applications (e.g., Apple Chat or WhatsApp).

contact center solutions 15

contact center solutions Contact Center Morale Benchmark 15

SmartKarrot

MARCH 8, 2022

An alumnus of The University of Texas at Austin, Disha Gosalia is a technical executive with various specialties such as customer advocacy , team building and mentoring, customer service management, escalations management, customer adoption, metrics analysis, training, staff development, and much more. Megan Bowen.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

SmartKarrot

JANUARY 5, 2021

Rick has authored the book named “ Practical Customer Success Management: A best practice framework for managers and professionals ” which is an amazing collection of practical advice and assistance for Customer Success professionals at all levels. Peter Armaly. Jay Nathan. Adam Toporek. Irit Eizips.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

JustCall

AUGUST 2, 2021

Customer Service experience matters a lot for both the customer as well as the brand image of a company. Strategies of Customer Service Leadership. While all customer experience experts are unique and successful in their own way, there are a few notable names here. Training them right. Kate Leggett.

Customer Experience 52

Customer Experience Consulting Consulting Best practices 52

aircall

MARCH 19, 2021

Customer service information: Communication dates, query details, CSAT scores, etc. Qualitative data goes one step further, helping you understand the personality of your customers and the why behind every action, interaction, and reaction. Common Pitfalls of Customer Data. Best Practices of Customer Data Management.

Sales 62

Sales CRM Marketing Best practices 62

ChurnZero

JUNE 3, 2022

He said we need Customer Success managers. This was back in 2013. I do think it’s worth starting by putting some definitions in place, starting with what is customer success. You Mon: Customer Success is the team that once you turn a prospect into a closed-won deal, and they become a customer, Customer Success takes over.

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

JUNE 3, 2022

He said we need Customer Success managers. This was back in 2013. I do think it’s worth starting by putting some definitions in place, starting with what is customer success. You Mon: Customer Success is the team that once you turn a prospect into a closed-won deal, and they become a customer, Customer Success takes over.

SaaS 52

SaaS B2B Upselling Metrics 52

Amity

OCTOBER 31, 2016

In 2012, our Co-Founders realized it was time to transform the customer support team into a true Customer Success team. We wanted to transform our team from one with a reactive approach to customer service into a one with a proactive approach to making our customers successful. That’s when I came on.

Coaching 0

Coaching Engineering Upselling Marketing 0

AskNicely

JANUARY 10, 2019

In 2013, a research study by Walker predicted that by 2020 customer experience will overtake price and product as the main differentiator for brands. Many people see NPS as a relational customer loyalty metric. The customer doesn’t leave a comment. Action Your Passives. What if you get a 7, which is a passive score?

Metrics 60

Metrics Customer Experience Surveys Feedback 60

Netomi

FEBRUARY 28, 2022

“Udacity is committed to delivering training that equips its customers with proven job-ready skills and best practices needed to take advantage of the latest technologies,” she said. Maranda has been honored as a Top 50 Customer Success Influencer for 2021, and a Top 100 Customer Success Strategist in 2017 & 2018. .

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64