ChurnZero
MAY 15, 2024
Yet, the data suggests, there’s something else at play: a lack of operational leadership experience within our survey respondents’ teams. 67%) Elsewhere in the survey, 68% of CSMs say they like and appreciate their managers. The issue, however, is that interpersonal leadership skills alone won’t help CSMs hit their goals in 2024.
ChurnZero
JANUARY 4, 2024
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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Connect
APRIL 18, 2024
The technology can also boost agent productivity with automation, real-time guidance, and performance coaching and enhance operational efficiency by reducing costs, optimising resources, and enabling data-driven decisions. However, Gen AI is not a plug-and-play solution.
CSM Magazine
MAY 8, 2024
In fact, a recent survey by Metrigy found that more than 80% of companies are increasing their AI spending in 2024; the top reason, cited by 75.4% of those companies, is that they recognize the efficiencies AI brings. The possibilities of utilizing AI as a tool to supplement CX practices seem plentiful.
Horizon CX
FEBRUARY 29, 2024
Provide Ongoing Support and Feedback : Offer ongoing support, coaching, and feedback to employees to help them continuously improve their customer service skills. Solicit feedback from customers through surveys and other feedback mechanisms to gauge satisfaction and identify areas for improvement.
JustCall
AUGUST 8, 2023
billion by 2024. With real-time AI insights and prompts, JustCall helps improve agent coaching, training, and monitoring, leading to immediate ROI. The AI-powered call scoring feature enables assessment of all sales and support calls, identifying top-performing agents and areas that require additional coaching.
Playvox
APRIL 4, 2023
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 engagement up, feedback should be focused on coaching rather than micromanaging.
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