Remove Best practices Remove Coaching Remove Consulting Remove Customer centricity

Call Center Quality Assurance [21 Best Practices and Tips]


Your agents provide excellent customer service, thus your customers are happy to be your customers. There is an actual way to make sure the service your agents provide is on-point and your customers’ level of satisfaction is top. Although it seems to be another boring term, call center quality assurance is a process that helps you keep customer satisfaction on-point through monitoring your agents’ work. Use customer feedback. Keep it customer-centric.

The CCO Job Description Not to Use

Education Services Group

Raise your hand if you’ve ever read a job description like this: We’re hiring a Chief Customer Officer! Because we expect that orientation to benefit the customer and the company, it will require the CCO to be the individual at the leading edge of enabling its realization.


Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Comparing and Purchasing Call Monitoring Software: 20 Experts Reveal the Biggest Mistakes Companies Make (and How to Avoid Them)


Without call center monitoring, quality assurance can suffer, customer satisfaction inevitably wanes, and compliance issues can arise. She leads a team of highly engaged Team Leaders, Trainers, and Supervisors who share her commitment to exceptional customer service. One common mistake I see from call centers that I have consulted with over the last year is…”. Peter Abah is the Head of Customer Support at

Solving Complex Challenges through B2B Customer Experience


Solving Complex Challenges through B2B Customer Experience Lynn Hunsaker. “Our customer experience team really wants to make systemic and strategic changes that span the company, so we only tackle situations that our normal business-as-usual processes are not normally suited to tackle. Prove yourself first, and that will ultimately improve the customer experience. These firms comprised the best-practice profile in the four-year study conducted by ClearAction.

B2B 71

Customer Experience Professionals’ Essential Toolkit


Customer Experience Professionals’ Essential Toolkit optimizecx. Customer experience tools are just as important to success as a carpenter’s tools are. Likewise, customer experience professionals need to master basic customer experience tools to get the job done. The primary job of a customer experience leader is to make it easy for every role in your company to see the customer’s perspective so clearly that it compels them to act differently.

Reshaping The Future Of Digital Customer Service: 22 Influential Leaders to Watch in 2022


Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Jeff is truly obsessed with customer service.

What are the best Customer Success YouTube channels? Start with our top five.


Whether you’re building your expertise in cooking, crocheting, coding, or Customer Success, YouTube is now the place to level up. Customer Success managers are beginning to realize there is no ‘easy’ button,” says the SuccessCOACHING team, the training arm of SuccessHACKER.

Customer Experience Influencers You Must Follow – Part 2

Customer Guru

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. John is an “Ex-Disney Guy” and Customer Experience Coach.

10 Selling Principles That Are the Foundation for Stronger Customer Relationships

Integrity Solutions

Customer expectations are higher than ever. But many of these fundamentals aren’t being addressed through typical sales training and coaching efforts. Best Practices of World Class Sales Organizations. Follow the best practices of world class sales organizations.

Sales 97

The Vcare Top 50 Customer Care Influencers


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. These experts make up our inaugural list of the Vcare Top 50 Customer Care Influencers.

Top 51 Customer Service Leaders – Best Customer Experience Influencers


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. Customer Service Leaders: Adam Toporek.

Forget the Resume: Focus on Challenging and Growing People

CSM Magazine

We hope that this person will bring to the organization a breadth of knowledge that will help provide new insights on industry best practices and secret sauces. Diversity of experience, ability to problem-solve and attitude can best a traditional pedigree almost any day.

The Right Questions to Ask Your Customers

CSM Magazine

There are quite a few best practices out there to gain customer feedback to help improve your organization’s performance and growth. The challenge is that to get to the root of the “why” requires a conversation – a skilled interviewer and facilitator that can help the customer effectively articulate their reasons for their perceptions and actions. Customer Service Articles

Top Customer Success Leaders to follow in 2022


With the grace of a number of Customer Success communities, we have come a long way to 2022. Where now we see a new avatar of the emerging customer success, with the rise of customer advocacy and expansion putting in greater emphasis on customer onboarding.

SaaS 52

Nov 20 – Customer Success Jobs


Representing the voice of the customer and influencing internal stakeholders by promoting a customer-centric mindset across the organization. Lead initiatives that continue to improve internal processes and systems for the Customer Success team.

Is Your Customer Personalization Actually Personal?

CSM Magazine

Andrea Belk Olson investigates the topic of customer personalization and explains how it can add depth to your customer relationship building. They speak often about things like “customized content” or “customized products”, where a customer can select a unique product color, or filter specific content they want to see on your platform. Take, for example, a customer that buys $200 worth of product from you.

ChurnZero appoints Allison Tiscornia as chief customer officer, promotes Abby Hammer to chief product officer


C-level appointments will accelerate customer-centric innovation and partnership from the top down as ChurnZero scales. Alli is joining the team as both a leader and the voice of the ChurnZero customer.

Top 20 Customer Service Blogs You Have to Read in 2020


Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020.

Content Marketing Ideas For Incredible Customer Experiences


Content Marketing Ideas for Incredible Customer Experiences. After years of building customer success teams and programs, it seemed natural to take on my next challenge – build a global customer advocacy strategy. After all, who better understands customers than someone who has been working with customers from the moment they are in their final stages of purchasing a product, to onboarding and through expansion and renewal opportunities.

Top 50 Women Leaders in Customer Success 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. to career growth through individual coaching and mentoring.

How to Achieve Success with Existing Customers

CSM Practice

Irit Eizips, CSM Practice Chief Customer Officer and CEO was featured by Business Therapy, an engaging series where a number of professional challenges and problems are discussed in depth. 08:54 – Irit shares thoughts on customer interactions and proactiveness in business.

How to set baseline SaaS onboarding metrics


Onboarding sets the tone for a customer’s entire lifecycle. Every onboarding task, meeting, communication, and training must serve a single purpose—and that is to get the customer to realize value. You don’t want your customers biting off more than they can chew.

SaaS 72

How to Use the CSAT Metric in Your CX Program


Let’s talk about customer satisfaction. . In customer experience (CX) terms, we often dismiss Customer Satisfaction Score (CSAT) measurement as too simple. Great customer experiences are created by designing and understanding the end-to-end journey of your customer, from before they are aware of your brand all the way through to when they leave you or become your greatest advocate. . Keeping customers satisfied is more than just a nice to have.

41 Best Sales Podcasts Every Sales Pro Should Listen to Weekly


One way to expand your knowledge is to listen to the best sales podcasts. To help you become a better salesman , saleswoman, executive, representative, and manager I’ve listed 41 best sales podcasts hosted and recommended by actual sales pros. Besides the podcasts themselves, you’ll find a short description of each of the shows along with platforms where you can listen to them and the most important details such as an average duration, topics, guests, and best episodes.

Sales 92

Women of Influence: The Top 25 Innovative CX Leaders


Women of Influence: 25 Innovative Customer Experience Leaders. As the COVID-19 pandemic disrupted many industries worldwide, customer experience proved to be more important than ever. Amanda Binns – Senior Vice President, Global Customer Success, Pixalate.

Top 10 Must Attend Conferences in 2020 for Customer Success Professionals


Top 10 Must Attend Conferences in 2020 for Customer Success Professionals. It’s also a great opportunity to meet and network with peers within the Customer Success community. Leading Customer Success Summit 2020 Date: April 8, 2020 Location: Portland, OR.

SaaS 52

Medical Call Center - Why and How To Set Up?


Source) However, with the increasing magnitude of patient calls and queries, it becomes tougher for medical organizations to provide a balanced patient experience and customer service. The reason why many medical call centers fail is that they treat their patients as 'customers'.

Top 50 Customer Success Influencers 2022


Thanks to the untiring zeal of its passionate community, Customer Success has grown to become the phenomenal force that it is today. So, without further ado, here’s SmartKarrot’s Top 50 Customer Success Influencers for 2022 (presented in no particular order).

How CX Leadership Training Impact On the Contact Center

Dialer 360

A sufficient and a useful CX leadership coaching strategy outline – impacts on contact center organization. The contextualizes actionable plans make sure customer satisfaction and repeat business. Ultimately customer integrity important in all aspect of training leadership. Customer experience entails every action as the customer has with your business tactics. Even though, these aren’t interacting directly with customers.

How to set baseline SaaS onboarding metrics


Onboarding sets the tone for a customer’s entire lifecycle. Every onboarding task, meeting, communication, and training must serve a single purpose—and that is to get the customer to realize value. You don’t want your customers biting off more than they can chew.

SaaS 52

Inside Customer Success: Oracle Marketing Cloud


Oracle Marketing Cloud offers a complete suite of powerful solutions that provide marketers with a comprehensive view of customer interactions, orchestrating the right experience for each customer and helping attract ideal customers that spend more, stay loyal, and become brand advocates. Can you give us a brief overview of Customer Success at Oracle Marketing Cloud? Ultimately, they need to do three things extremely well: They need to get even closer to the customer.

Top 10 Customer Success Newsletters


A collection of some of the best newsletters to stay updated on the latest in the customer success space. Lincoln Murphy is a leading customer success consultant, keynote speaker, and author. 2 Keep THE CUSTOMER. by Customer Thermometer.

Top 50 Customer Success Influencers 2021


The evolving field of Customer Success owes its origin and rapid rise to a passionate community of pioneers, proponents, and practitioners. Without further ado, here is presenting to you our Top 50 Customer Success Influencers for 2021. as a Coach and Advisor respectively.

Best Customer Success Certifications 2021: The Ultimate List


Whether you are someone venturing into customer success, or looking to enhance your career in customer success, or looking to upgrade the knowledge and skills you already have- you can do that with a customer success certification. Best Customer Success Certifications 2021.

SaaS 16

Jun 02 – Customer Success Jobs


Role: Director of Customer Success Location: New York, NY, US Organization: Diligent Corporation As a Director of Customer Success, you will lead Customer Success practice for the BoardEffect brand in AMER, EMEA, and APAC regions, with a focus on building strong, trusted customer relationships.

Ultimate Customer Success Portal: All CSM resources in one place!


Before we begin on sharing resources on this customer success portal, here is a brief background I would like you to read. If you are a budding Customer Success Manager in a SaaS organization then we understand your challenges. This is one of the most followed blogs on Customer Success.

Inside Customer Success: Uberflip


Amity sat down with Sam Brennand , VP, Customer Success at Uberflip, to discuss Uberflip's company-wide culture of Customer Success, the growth and segmentation of his team, and the ways in which they consistently create value for their customers. I’m the VP, Customer Success here at Uberflip. The first being product adoption, the second being customer retention, and the third being customer expansion. Customer Success is one of our core values.