NobelBiz

MAY 9, 2023

We’ll share valuable insights from one of our workshops featuring two seasoned contact center experts, David Atkinson, and Bradley Butler. I had to actively fight against the boredom and disengagement that agents experience… A good dialer system can keep their flow, their mojo, and their momentum going.

Best practices 98

Best practices Call Center Gamification Contact center software 98

Aspect

OCTOBER 21, 2019

We can’t confirm the availability of cheeseburgers, but there will be analysts, thought leaders and product experts sharing best practices with each other at LISTEN 2019, hosted by CallMiner. More engaged agents, higher quality customer interactions, and improved customer experience all at a lower operating cost.

Best practices 48

Best practices Quality management Consulting Consulting 48

ijgolding

SEPTEMBER 13, 2018

Having worked with my good friend, Stefan Osthaus, for many years, it is never a surprise to constantly find him looking for new, innovative ways to help others improve their effectiveness in the field of customer experience. As a CX leader and consultant I have been there, done that … I am wearing the T-shirt!

Accountability 67

Accountability Consulting Consulting Best practices 67

NobelBiz

JULY 31, 2023

By ensuring that each customer’s call is treated as paramount, businesses send a clear message: “We value your time and concerns.” By collecting customer information, a queue can quickly match a customer with an agent who can solve their problem.” Lean more about the NobelBiz OMNI+ Call Queue System here.

Wait times 52

Wait times Telecommunications Call Center CRM 52

NobelBiz

JUNE 19, 2023

From monitoring agent performance and customer interactions to identifying emerging trends and addressing issues proactively, real-time monitoring is a game-changer. In this blog article, we’ll explore the transformative impact of real-time monitoring in call centers and how it can take customer experiences to new heights.

Call Center 52

Call Center Coaching Contact Center Metrics 52

Aspect

NOVEMBER 30, 2017

For our customers, best practice exchange has been a solid pillar of our own Aspect customer care for many years. Why on earth would you want to share these with anyone else? Sometimes it takes collaboration for them to speak and share internally.

Banking 65

Banking Best practices Consulting Consulting 65

Monet Software

MARCH 26, 2020

In other words, you know that your peers and competitors are moving to cloud to improve the customer experience (CX) and lower costs. We ask what data is important to you for migration and offer consulting services to help you determine what data needs migrating to achieve your business goals.

Coaching 71

Coaching outsourcing Strategic Value Enterprise 71

Creative Virtual

JULY 30, 2019

We’re offering a no cost consultation workshop and initial chatbot upgrade to our award-winning V-Person platform to get the transformation project started. Our very first enterprise customer is still a customer today – that’s 15 years of consistently delivering successful solutions for them! We’re coming to rescue you!

Chatbots 40

Chatbots Virtual Agent Telecommunications Enterprise 40

CSM Practice

SEPTEMBER 15, 2019

The non-monetized value is maximized for improved all-around customer experience with your company. The CES index (Customer Effort Score) measures this value by asking customers how easy it was for them to work with you. This metric should be used to evaluate all your departments and not just the customer success team.

Accountability 45

Accountability Consulting Consulting Upselling 45

ChurnZero

MARCH 3, 2020

Conferences, forums, and workshops are a great way to brush up on your skills, learn new ones and hear from thought leaders and experts in your industry. It’s also a great opportunity to meet and network with peers within the Customer Success community. Pulse Date: May 13 – 14 2020 Location: San Francisco, CA.

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

Callminer

APRIL 21, 2020

Joe is the Business Development Consultant at My Trading Skills , with over 17,000 unique visitors per month. “My Spending a few hours each week actually receiving calls and handling customer queries. What I liked the most are the seminars and workshops we did all year round. Bottom line: Get personal and involved with the team.

Call Center 182

Call Center Management Scripts Coaching 182

CustomerSuccessBox

OCTOBER 4, 2021

Managed by industry leaders such as Todd Eby, James Scott, Andrew Marks, and Aaron Thompson,The CCSM program’s foundation in research provides specific insights into the core competencies of a Customer Success Manager and best practices of great Customer Success organizations. Link: [link]. Link: [link].

Customer centricity 52

Customer centricity SaaS Big data Accountability 52

Netomi

JANUARY 5, 2022

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. At Netomi, we deeply care about improving the customer experience. Can I Work a Customer Service Job from Home? Adrian Swinscoe.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Help Scout

SEPTEMBER 14, 2021

Research shows that a customer is four times more likely to switch to a competitor if their issue is service related, as opposed to product or price related. Conversely, 86% of consumers say a good customer experience can turn them from a one-time buyer to a loyal customer. But in practice, it’s not always pragmatic. “At

Customer Service 127

Customer Service outsourcing Chief Customer Officer Self service 127

GetFeedback

AUGUST 14, 2019

In customer experience (CX) terms, we often dismiss Customer Satisfaction Score (CSAT) measurement as too simple. Keeping customers satisfied is more than just a nice to have. Can CSAT improve customer experience? . Jeannie Walters, CCXP, CEO, Experience Investigators by 360Connext . Just like Jagger.

Metrics 109

Metrics Journey mapping Surveys Feedback 109

Clarabridge

MAY 9, 2018

Breaking it Down with Best Practices and Brecht: C3 2018 Day 1 Recap. Our tenth annual Clarabridge Customer Connections Conference (C3) event kicked off Tuesday morning in the nation’s capitol at the Gaylord National Convention Center, right in Clarabridge’s backyard. What combinations of topics are customers talking about?

Journey mapping 40

Journey mapping Best practices Contact Center Feedback 40

ShepHyken

SEPTEMBER 7, 2023

He writes about designing a compelling customer experience process and training your team to implement it. The bar for providing a top-notch customer experience (CX) seems to be rising year after year, regardless of whether you operate in B2B or B2C. Provide them with checklists, guides, and best practices.

Customer centricity 338

Customer centricity B2C Feedback Upselling 338

SmartKarrot

JUNE 11, 2021

In this list, you set a rundown of some stellar customer success certification so you can choose which is right for you. Best Customer Success Certifications 2021. SuccessHacker Certifications and Training Workshops. The course is led by trainers who have 60+ years of combined experience in the customer success space.

Best practices 22

Best practices SaaS Accountability Education 22

NobelBiz

JUNE 5, 2023

An outbound lead generation call center can deliver personalized experiences by treating every interaction as an opportunity to understand and meet the unique needs of each prospect. Learn how to implement a solid call center gamification strategy today by watching our dedicated workshop.

Call Center 52

Call Center Scripts CRM Contact Center 52

CustomerSuccessBox

JUNE 8, 2022

His book Practical Customer Success Management: A best practice framework for rapid generation of customer success got published in 2019. It still is a much sought-after book on Customer Success. Oh, and I guess I should also mention customer experience. He’s a published author.

Management 52

Management Consulting Consulting Analytics 52

SmartKarrot

FEBRUARY 15, 2022

This will help you stay up to date with the trends and best practices of customer service. In this article, we have curated a list of the top 30 customer service experts you should start following to learn more and gain better insights into the industry. is an internationally recognized customer experience consultant.

Customer Service 10

Customer Service Customer centricity Consulting Consulting 10

SmartKarrot

JANUARY 5, 2021

Without further ado, here is presenting to you our Top 50 Customer Success Influencers for 2021. Proclaimed as the Customer Success growth expert, consultant, and thought leader, Lincoln is a customer-centric growth mastermind. If you find any prominent influencers missing, kindly nominate them in the comments below.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

SmartKarrot

NOVEMBER 18, 2020

Apply here: [link] Role: Director of Customer Success (US West) Location: San Francisco, CA, US Organization: Smartly.io As a Director of Customer Success, you will ensure a high-quality customer experience for new and existing customers. Ensure product adoption by onboarding new customers and new teams.

Customer advocacy 10

Customer advocacy Best practices Finance Enterprise 10

ClearAction

DECEMBER 31, 2017

What is Customer Experience Improvement? That’s really the goal of customer experience management, whereas recommendations, high survey scores, repeat purchases, and so forth are all means to this end. It’s all about longer, more profitable relationships between your company and your customers. Lynn Hunsaker.

Customer Experience 54

Customer Experience Morale Accountability Surveys 54

ClearAction

OCTOBER 10, 2017

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.

B2B 83

B2B Customer Experience Customer advocacy Best practices 83

Vistio

APRIL 2, 2022

Michele’s an accomplished speaker, author, executive team member, and consultant. And I saw no downside in that business model, so I decided to take the leap out on my own, away from the corporate environment and start my own consulting company. I find it so interesting, Michele.

Contact Center 52

Contact Center Real estate Customer Service Self service 52

SmartKarrot

JUNE 24, 2022

Develop and publish content on best practices, case studies, and benchmarks. Revamp customer experiences by catering to stakeholder personas and providing consultative thought leadership through workshops, training sessions, and rich content.

Customer advocacy 3

Customer advocacy Benchmark outsourcing Accountability 3

ChurnZero

NOVEMBER 22, 2021

As a Customer Success leader, do you get anxious at the thought of asking your CFO or CEO for additional headcount? Even though it’s evident that your understaffing is causing the customer experience to suffer. Customers are complaining about extended wait times and an inability to reach their CSM. Best Practices.

Benchmark 98

Benchmark Finance Best practices Sales 98

NobelBiz

AUGUST 28, 2023

Tech problems in contact centers are like unruly guests at a symphony – they disrupt the harmony of customer interactions, but with the right orchestration, they can be transformed into notes of seamless resolution. But here’s a more comprehensive list: Consistent customer experiences across all channels.

Contact Center 98

Contact Center Multichannel Analytics Feedback 98

ClearAction

OCTOBER 2, 2017

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. Then say it.

Customer Experience 78

Customer Experience Journey mapping Management Customer centricity 78

NobelBiz

JUNE 26, 2023

A reliable infrastructure enables scalability and flexibility, allowing call centers to adapt to changing business needs and customer demands. Prioritizing and investing in the right call center infrastructure sets the stage for success, empowering organizations to deliver outstanding customer experiences and achieve operational excellence.

Call Center 52

Call Center Interactive Voice Response call center software CRM 52

Horizon CX

OCTOBER 23, 2018

This isn’t exactly a winning communication strategy within the customer experience discipline and especially in sales or customer service capacity. Here are some best practices: Give 100% of your attention, or do not listen. This can happen in our personal lives as well as in business. Do not interrupt.

Personalization 45

Personalization Best practices Consulting Consulting 45

Comm100

NOVEMBER 14, 2017

Here’s a quick snapshot of some groups that you might want to add to your list: Worldwide Contact Center Professionals – Worldwide industry experts in customer contact strategies including CRM, BPO, direct marketing, managed services and call center industries with close to 32000 members! Mike Aoki – Focused on customer service and training.

Customer Service 44

Customer Service Morale Education Call Center 44

SmartKarrot

JULY 27, 2020

The 10 Principles Behind Great Customer Experiences – Penned by Matt Watkinson, this book bagged the CMI Management Book of 2014 award as well as the Innovative & Entrepreneurship Category at CMI Awards 2014. Chief Customer Officer 2.0: The Customer Success Association has created The Customer Success Directory.

SaaS 10

SaaS Chief Customer Officer Benchmark Customer retention 10