JivoChat

JANUARY 17, 2021

For instance, if you were processing month-end accounts and ran into difficulty with a transaction, you could request immediate “reactive” support via the live chat tool. Live Chat Support Best Practices. In this section, we’ll cover live chat support best practices for both customer support agents and managers.

Best practices 52

Best practices CRM Customer Support Personalization 52

Education Services Group

MAY 12, 2021

TSIA’s conferences are always jam-packed with best practices, real-life examples, success stories, and lessons learned from some of technology’s biggest names. I must say, TSIA Interact Spring 2021 event was quite possibly one of the most engaging and insightful virtual events I’ve attended in the CS industry in my career thus far!

Journey mapping 98

Journey mapping Best practices Education Metrics 98

AWS Machine Learning

OCTOBER 5, 2022

So much exposure naturally brings added risks like account takeover (ATO). Each year, bad actors compromise billions of accounts through stolen credentials, phishing, social engineering, and multiple forms of ATO. To put it into perspective: account takeover fraud increased by 90% to an estimated $11.4 Overview of solution.

Accountability 74

Accountability APIs Metrics Engineering 74

Totango

OCTOBER 20, 2021

Customer journey optimization is a strategy for improving customer experiences by mapping out steps in customers’ interactions with your brand and implementing best practices to deliver satisfying outcomes at key touchpoints. Focus on intervening with renewals of accounts which are at risk of churn. Applying Automation Tools.

Journey mapping 72

Journey mapping Benchmark Best practices Accountability 72

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021. Increasing Empathy.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Totango

OCTOBER 20, 2021

Customer journey optimization is a strategy for improving customer experiences by mapping out steps in customers’ interactions with your brand and implementing best practices to deliver satisfying outcomes at key touchpoints. Focus on intervening with renewals of accounts which are at risk of churn. Applying Automation Tools.

Journey mapping 62

Journey mapping Benchmark Best practices Accountability 62

Eptica

OCTOBER 8, 2021

Date: Friday, October 8, 2021 Author: Pauline Ashenden - Demand Generation Manager 5 ways to make your customer service more agile and flexible. Published on: October 08, 2021. You might also be interested in these posts: Migrating call accounting to the cloud? Share this page on: Tweet. Here’s what to consider.

Customer Service 120

Customer Service Best practices Engineering Accountability 120

Eptica

OCTOBER 4, 2021

Date: Monday, October 4, 2021 Author: Pauline Ashenden - Marketing Manager The 4 pillars of a successful customer service strategy. Published on: October 04, 2021. You might also be interested in these posts: Migrating call accounting to the cloud? Share this page on: Tweet. Here’s what to consider.

Customer Service 120

Customer Service Best practices Engineering Accountability 120

Totango

MARCH 26, 2021

Now that we have an idea of what the customer lifecycle is, let’s take a closer look at each of its stages and how best practices combined with technology can help optimize the customer experience in each stage. Establish a relationship between your customer and their account manager. 7 Customer Onboarding Best Practices.

SaaS 66

SaaS Best practices Upselling Education 66

pindrop

JULY 6, 2021

There are frequent security issues possibly leading to account takeovers. On an inbound call, businesses can use the ANI to search their own database for a match with an existing customer account. In order to safely match an ANI with an existing account, businesses must first validate that the ANI has not been changed or manipulated.

Contact Center 70

Contact Center Average Handle Time APIs Best practices 70

Satrix Solutions

JULY 28, 2021

A CX survey program that asks the wrong questions or uses survey languages/scales that don’t follow best practices, resulting in “junk data” and/or biasing the data and findings. Or modifying your service delivery model in a way that alienates many of your largest revenue accounts. This is because there are so many [.]

Customer Experience 122

Customer Experience B2B Surveys Construction 122

Totango

DECEMBER 6, 2021

What 2021 Taught SaaS Businesses about Customer Success. As the business world adapted to the challenges of 2021, SaaS companies re-examined what customer success means in today’s digital-first environment. In 2021, we saw the emergence of a new understanding of the customer journey.

SaaS 92

SaaS Best practices Journey mapping Customer advocacy 92

delighted

NOVEMBER 20, 2020

For 2021 and beyond, the answer is both. Deloitte reports that in April 2020, ecommerce was up 68% in year-over-year growth and other experts are starting to see a recovery of 50% in foot traffic to stores in recent months, giving light to a possible increasing trend for in-store consumer experiences in 2021.

Customer Experience 70

Customer Experience Surveys Feedback Customer effort 70

Totango

DECEMBER 28, 2020

It’s so important that Cisco has created an entire program around it and is requiring all Cisco Gold Partners to complete the Customer Experience (CX) Specialization Certification by March 2021. Leverage the latest customer success best practices. Leverage the Latest Customer Success Best Practices.

Best practices 79

Best practices Upselling Analytics Technology 79

ViiBE Blog

AUGUST 25, 2021

August 25, 2021. To take into account the different dimensions of customer satisfaction, such as emotional, rational, or behavioral intentions, and to get a full picture of the experience your customers undergo, one must combine different customer satisfaction measurements from various sources. 26 August 2021. 25 August 2021.

Automotive 98

Automotive Brand ambassadors Transportation Construction 98

Callminer

FEBRUARY 23, 2021

New Challenges for Call Centers in 2021. To learn more about how call centers can adapt to new challenges in the era of COVID-19, download our white paper: Contact Center Practices and Guidelines for Managing Through COVID-19. Keep reading to see what is on the radar for 2021. More Flexible Service Solutions.

Call Center 376

Call Center Technology Banking Contact Center 376

PeopleMetrics

FEBRUARY 18, 2021

How To Close the Loop on Customer Feedback: Best Practices for 2021. your dedicated account manager brings 20+ years of CX expertise into your program, with unlimited users to give everyone access to CX insights: [link]. Can customer feedback improve performance? Absolutely! sessions: [link].

Feedback 62

Feedback Customer centricity Best practices Surveys 62

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

TechSee

MAY 10, 2021

Our TechSee Sales Superstars are enterprising, resourceful, experienced and ambitious individuals who collaborate across functions (BD, Sales, Account Management, Pre-Sales, Customer Success) to deliver exceptional results. 2021 will see us making more big deals with some of the world’s leading brands. A vision for the future.

Sales 109

Sales Enterprise Accountability Engineering 109

Balto

JANUARY 9, 2023

In 2021, we asked over 1,000 agents to tell us which contact center training methods they found most and least helpful. In our 2021 report , 81% of contact center agents found 1-on-1 training helpful — third behind peer mentorship (82%) and company training (83%). So, what does a strong training program look like?

Contact Center 52

Contact Center Coaching Best practices Feedback 52

SmartKarrot

JUNE 11, 2021

Best Customer Success Certifications 2021. They teach customer success managers best practices that enable them to engage, manage, and retain customers. CCSM Level 2 curriculum focuses on refining the ability to manage multiple accounts and internal relationships. There are four levels in the course-.

Best practices 22

Best practices SaaS Accountability Education 22

pindrop

OCTOBER 12, 2021

Imagine that you are trying to log in to your 401k account after a long time and as luck would have it you don’t remember the password. You try to reset the password online but you don’t remember the answers to the security questions you had set up while opening the account. The Real Cost of KBAs.

Abandon rate 52

Abandon rate Contact Center Self service Banking 52

ChurnZero

FEBRUARY 17, 2021

Best Practices for Creating Customer Success Capabilities and Organizations. TSIA Resource: The State of Customer Success: 2021. Account Segmentation. TSIA Resource: Best Practices in Low Touch Customer Success. TSIA Resource: Best Practices for Customer Success Onboarding.

Best practices 78

Best practices Upselling Analytics SaaS 78

COPC

OCTOBER 22, 2021

certification to improve CX, measure and analyze performance, utilize customer feedback and leverage the customer experience best practices outlined in the COPC Customer Experience (CX) Standard. This interview was conducted in August 2021 by COPC Inc. Organizations like Transcom rely on COPC Inc. and COPC Inc. certification.

At home agents 52

At home agents Technical Support Best practices Contact Center 52

Totango

JUNE 10, 2022

As we saw in our 2021 State of the Customer Success Industry and Salary Report , the role of Customer Success Manager (CSM) is one of the fastest-growing jobs in the industry. In a recent webinar titled “Navigating Your Customer Success Career Path”, Totango’s Sr. NH : We were in the same boat five years ago, but we had to start somewhere.

Chief Customer Officer 101

Chief Customer Officer Accountability Best practices Feedback 101

ChurnZero

DECEMBER 29, 2020

A relic from bygone days of old-school Account Management, QBRs are a classic, but not timeless, practice; one that feels perfunctory and misplaced in today’s always-connected, data-enriched landscape. And stay tuned for our next BIG RYG conference happening in fall 2021 (more details to come). Customer Success Around the Web.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

ChurnZero

SEPTEMBER 8, 2022

But as a company scales and brings in new accounts, CSMs can start to feel like Lucy and Ethel in the chocolate factory—the customers keep rolling along faster than CSMs can properly manage them! Sara’s impact was recognized with a 2021 APPEALIE Customer Success Leader award. It doesn’t have to be this way. Customer satisfaction.

Education 98

Education Benchmark Customer retention Metrics 98

SmartKarrot

FEBRUARY 2, 2022

Customer success has evolved with time, and 2021 has seen the world cope with COVID-19 and adapt with resilience and strength. The webinar on ‘Customer Success: Learnings from 2021 and What Lies Ahead in 2022’ brought together an elite panel to shed light on customer success. Here are the top 10 key takeaways from the session.

Upselling 19

Upselling Best practices Sales Accountability 19

pindrop

AUGUST 16, 2021

Knowledge Based-Authentication (KBA) questions attempt to validate identity using information that, in theory, only the account owner could answer. Be equipped with the latest caller authentication insights and best practices. August 11, 2021. The 2021 Caller Authentication Guide for Contact Centers. July 6, 2021.

Contact Center 62

Contact Center Average Handle Time Calibration Airlines 62

Totango

MAY 10, 2022

Regular usage of accounts and product features. Totango reduced client churn to 7% in 2021 by applying customer engagement strategies. Use a customer journey map to structure your client engagement plan and identify success outcomes and best practices for each stage of engagement. Adoption of advanced product features.

Journey mapping 76

Journey mapping SaaS Enterprise B2B 76

Netomi

NOVEMBER 14, 2022

In today’s digital-first world, and an era of remote and hybrid workplaces, the number of SaaS solutions used by companies on a daily basis is overwhelming – in 2021, organizations worldwide were using an average of 110 SaaS apps! Preview in new tab. A personalized approach, for personalized resolutions.

SaaS 52

SaaS Multichannel Upselling Chatbots 52

SmartKarrot

JUNE 24, 2021

The community answers questions about best practices, strategies, and more to support CS leaders. These slack workspaces for CS professionals are helpful in discussing CS topics, resources, best practices, networking, and more. Gain Grow Retain. The forum also has events that a member can join. CS in Focus.

SaaS 17

SaaS Best practices B2B Customer retention 17

ClientSuccess

DECEMBER 16, 2021

Silicon Slopes, Utah , December 16, 2021 — ClientSuccess, a leading Customer Success Platform, today announced the release of Goals by ClientSuccess TM , a powerful way for customer success managers to deliver measurable results for their customers. Goals was designed to align with S.M.A.R.T.

B2B 52

B2B SaaS CRM Best practices 52

Totango

SEPTEMBER 17, 2021

A January 2021 survey by the Technology and Services Industry Association (TSIA) found that 55% of technology providers now use freemium offers. Implement user onboarding best practices to ensure that new freemium users start using your product and deriving value from it. What Are the Pros of a Freemium SaaS Model?

SaaS 74

SaaS Best practices Upselling Journey mapping 74

ClientSuccess

NOVEMBER 2, 2020

As your team heads into 2021, staying on top of industry trends, innovations, and best practices will be key to maintaining the high level of customer service your accounts now expect while continuing to grow and expand your internal team’s development and education. 5 resources to set your CSMs up for success.

Chief Customer Officer 70

Chief Customer Officer SaaS Education Best practices 70

Outsource Consultants

MARCH 29, 2021

Is sales revenue your sole focus in 2021? The best way to add clarity is to be concise. You can’t expect BPO agents dealing directly with customer complaints to maintain the same CSAT scores as those handling account upgrades, for example. Managing BPO Vendor Best Practices.

Management 76

Management Calibration Call Center Average Handle Time 76

CustomerSuccessBox

DECEMBER 13, 2021

She’s Top 100 Customer Success Strategist (2021 & 2020). She is an experienced CS professional with over 18 years of SaaS implementations in multiple roles: Project Management, Consulting, Training, Account Manager, and Customer Success. Here, she talks about the best practices to get the perfect Customer Onboarding.

Best practices 52

Best practices Consulting Consulting SaaS 52