Fonolo

AUGUST 28, 2018

Who wrote it: Ryan Strategic Advisory. Vertical markets in the sample base included: retail banking, insurance, health care, government, retail/e-commerce, technology, travel/hospitality/leisure, telco, born-digital, and utilities. Nothing says summertime like lounging by the pool and reading contact center industry reports, amirite?

Contact Center 65

Contact Center Call Center Abandon rate Surveys 65

Amity

MAY 18, 2016

Self-success is a logical extension of customer self-service. Self-service has a long and high ROI track record in the technical support world, allowing customers to find answers and resolve issues themselves, and to deflect low-value contracts from expensive, assisted support channels. Year-end tips and tricks for construction firms.

Technical Support 54

Technical Support Self service Best practices Construction 54

Squelch

JUNE 27, 2019

But this type of predictive CX can also be found in digital goods, especially Software as a Service (SaaS) products. For example, a file storage service might send customers an email when they start approaching their storage limit. Use Data to Find Patterns. Hyken points to the office copy machine as a classic example.

Customer Experience 45

Customer Experience SaaS Feedback Sales 45

ClientSuccess

JULY 29, 2019

Industry trends are constantly changing but the basics of customer service are not – do what you say you’re going to do, when you say you’re going to do it. I would say the first place to start is truly understanding and being to articulate your whole scope of services. I love that; as our clients are successful, we’re successful.

Best practices 59

Best practices Metrics SaaS Customer Service 59

SmartKarrot

MARCH 8, 2022

In celebration of International Women’s Day, we are honored to present our Top 50 Women Leaders in Customer Success to Follow list for 2022, celebrating 50 influential women leaders and their inspiring stories of strength and success. Please note that this is by no means an exhaustive list, nor is it in any particular order. Allison Pickens.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

ClearAction

NOVEMBER 16, 2023

When you’re mature in a sport, it means increased motor skills, strength, power, and in many cases, reduced risk of injury. Top-tier athletes’ actions are second nature to them (embedded in their psyche or a matter of routine/habit) and they can adapt instantaneously to whatever is needed at the moment. Outline: 1.

B2B 62

B2B Feedback B2C Enterprise 62

DMG Consulting

AUGUST 3, 2020

AQM allows companies to review a statistically valid sample of inquiries, something they cannot do with their regular QM programs. Interaction analytics (IA) is a highly valuable application for contact centers, with even higher potential for making major contributions to other enterprise departments.

Enterprise 78

Enterprise Contact Center At home agents Analytics 78

C Space

JUNE 1, 2020

As a result, subscription services that don’t demonstrate equivalent levels of empathy will stand out. This year’s September issues of fashion magazines, usually published in mid-August, are likely to drop back to September this year, allowing more time for ads and samples to roll in. Others, though, are scaling back their usual spend.

Automotive 52

Automotive Advertising Sales Marketing 52

ClientSuccess

SEPTEMBER 24, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. Mentor Questions.

Engineering 40

Engineering SaaS Sales Best practices 40

GetFeedback

JANUARY 6, 2020

customer feedback data), involving customers, and defining customer outcomes. . Examples might include shoppers at a store, a personal banking account, or cell phone service. In CustomerThink’s recent CX study, 77% of respondents reported developing a CJM as part of their CX initiative. What is the difference between B2B and B2C?

Journey mapping 78

Journey mapping B2C B2B Surveys 78

Callminer

NOVEMBER 18, 2020

Talking to customers on the phone all day isn’t an easy job; that’s why it takes a special set of skills and characteristics to be a successful contact center agent. Even top-performing agents have bad days, though, and sometimes, things that are considered standard practice can frustrate customers. Peter Mann. Sturgeon Christie. Matthew Dailly.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

AWS Machine Learning

FEBRUARY 7, 2023

Like the fully featured Amazon SageMaker Studio , Studio Lab allows you to customize your own Conda environment and create CPU- and GPU-scalable JupyterLab version 3 notebooks , with easy access to the latest data science productivity tools and open-source libraries.

Healthcare 77

Healthcare Accountability Engineering Government 77