Remove 2024 Remove Coaching Remove Morale Remove Surveys
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The top 2024 customer success trends predicted by industry experts

ChurnZero

Expanded roles and responsibilities: how will customer success evolve in 2024? 2024 will be the year that CS teams create and execute on segment-specific playbooks that combine products, service offerings, and proactive engagements that align to value.” We asked ChurnZero’s industry network of CS experts to weigh in.

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The Power of Purging Perfunctory Performance

Horizon CX

Impact on Employee Morale: Perfunctory service doesn’t just affect customers—it also takes a toll on employee morale. Overall, the implications of perfunctory service are far-reaching and can have detrimental effects on customer satisfaction, loyalty, brand reputation, employee morale, and business growth.

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Protecting Your Contact Center Agents’ Emotional Well-Being

Playvox

The study also revealed that customers are turning to digital channels to complain more often than phone calls, with 32% of customers surveyed sharing their complaints on social media. To keep turnover under control, you have to make sure your managers are trained to keep engagement up and morale high.