Beyond Philosophy

APRIL 16, 2021

For such an important topic that can be awkward for people, it seems there should be books, podcasts, training, and everything else on it. I am sharing the five rules for dealing with company politics that I learned over my career. All this to say, I’ve dealt with company politics my entire career.

Management 370

Management Consulting Consulting Personalization 370

Nicereply

JANUARY 28, 2020

Many customer service leaders don’t enjoy writing job descriptions. While there’s some debate about whether that’s true in our digital world, I believe it applies to the topic of job descriptions. This fact brings us to the major question: Is there a better “form” for a customer service job description?

Customer Service 103

Customer Service Surveys Personalization Management 103

Fonolo

MAY 10, 2018

Luckily, those seeking reliable sources for CX and CS-related topics can still rely on a special corner of the digital sphere, one which has made a comeback in recent months: Blogs. This fabulous bunch will enrich the lives and careers of customer experience professionals, all through the power of their wisely written words.

Customer Experience 113

Customer Experience Chief Customer Officer B2C Contact Center 113

ViiBE Blog

APRIL 7, 2021

What is a customer service training video? Some people are a natural fit for customer service. Still, not everyone has the knack for anticipating customer needs and maintaining a professional composure even in stressful scenarios. How do you teach good customer service?

Customer Service 52

Customer Service Airlines Feedback Technology 52

ViiBE Blog

APRIL 7, 2021

What is a customer service training video? Some people are a natural fit for customer service. Still, not everyone has the knack for anticipating customer needs and maintaining a professional composure even in stressful scenarios. How do you teach good customer service?

Customer Service 52

Customer Service Airlines Feedback Technology 52

Nicereply

JUNE 21, 2021

Often overlooked support skills can elevate your service offering to a more delightful, high-quality customer experience. Customer Service is a difficult job. On top of that, agents need to handle these scenarios with a smile and polite, helpful service. Writing Under Pressure. Take a guess!

Coaching 124

Coaching Customer advocacy Technical Support Best practices 124

Help Scout

JANUARY 27, 2019

Every day the Help Scout Customers Team delivers friendly, helpful support via email, chat, and social channels on all manner of topics from features and functionality to billing, onboarding, and integrations. Career growth for customer support agents. Here’s what that looks like at Help Scout. Generalists.

Customer Service 40

Customer Service Coaching Consulting Consulting 40

ClientSuccess

NOVEMBER 2, 2020

As your team heads into 2021, staying on top of industry trends, innovations, and best practices will be key to maintaining the high level of customer service your accounts now expect while continuing to grow and expand your internal team’s development and education. The ClientSuccess CSM From the Trenches Blog Series.

Chief Customer Officer 70

Chief Customer Officer SaaS Education Best practices 70

Nicereply

NOVEMBER 16, 2023

The skill of openness and support is crucial for team leaders who want to cultivate a similar culture among their employees and customers. How does our meeting structure support or hinder our goals? What topics should be prioritized in our next meeting? What topics or subjects would you like to explore in more depth?

Feedback 59

Feedback Surveys Benchmark Customer centricity 59

Liveops

FEBRUARY 15, 2019

Many people find that they “end up” in careers rather than really choosing them. You don’t have to do this, and if you’re embarking on a freelance career you have the perfect opportunity to build a working life that’s more in line with your hopes and dreams. Nowadays, more and more people are building portfolio careers.

Accountability 97

Accountability Customer Support Customer Service 97

Comm100

JUNE 13, 2018

Welcome to the first of a new series of monthly posts where I will be looking at the best of Customer Service, Customer Experience and Customer Success articles that can be found online. Michael Pace on his site, the Pace of Service (I really like the name by the way!) Pacing Yourself for the Win.

Customer Service 41

Customer Service Airlines Education Metrics 41

Lumoa

JANUARY 19, 2023

We’ll walk you through the key steps to building a successful customer experience department in this guide. We will discuss topics such as defining the department’s goals and objectives, assessing the current state of customer service, and developing a strategy. It’s hard work, we know!

Customer Experience 94

Customer Experience Metrics Feedback Analytics 94

Nicereply

JUNE 26, 2023

Like the customer-centric version, CSAT (or Customer Satisfaction), eSAT is a method of tracking how satisfied employees are within their role and your company, specifically through the use of surveys. They can be as brief as one or two questions or have many questions covering a multitude of topics. Above and beyond support.

Surveys 52

Surveys Employee engagement Metrics Customer centricity 52

Nicereply

MARCH 7, 2019

.” With International Women’s Day right around the corner, on March 8th, we figured it was an excellent time to give credit to some of the amazing women in the customer support, success, and experience world. Sarah has done tons of amazing work for the modern support industry. Natalie Keshlear. Sarah Hatter. Sarah Betts.

Engineering 94

Engineering Customer Support SaaS Personalization 94

Vonage

MARCH 26, 2018

This article was origionally published on the GetFeedback blog, and is reposted here with permission. . Customer support agents are the warriors of every organization. They tackle the toughest questions and they’re highly accountable to both the company and the customers they serve. Different teams use different tools.

Customer Support 65

Customer Support Feedback Sales Surveys 65

Customer Service Life

SEPTEMBER 4, 2019

This article was originally published on the ICMI Blog on July 18, 2019. While I was (and am) deeply passionate about awesome customer service, the act of creating a quality form and randomly monitoring a set of customer interactions was still a necessary evil when it comes to running a contact center.

Journey mapping 67

Journey mapping Coaching Contact Center Customer Experience 67

Nicereply

MARCH 31, 2019

70% of users surveyed report that they’d “ rather die ” than respond in a courteous manner to an emailed support thread. In the fast-paced world of support, it can feel like all you do is survive from one crisis to the next, doing damage control and pushing forward through each struggle. Sound crazy? Make human connections.

Wireless 81

Wireless Surveys Self service Personalization 81

Help Scout

AUGUST 11, 2021

One of the best ways to stay current with trends and customer needs is by following customer service blogs. Below are nine customer service blogs we love, with breakdowns of what content you can expect to find on them and details on why they’re so amazing. Motivational quotes on customer service.

Customer Service 80

Customer Service Coaching Education Best practices 80

Vistio

JUNE 10, 2022

I’ve been in the contact center consulting space for almost my entire career, which is now, I hate to say it, about 30 years. What is your advice to enterprise leaders looking to choose a BPO to work with regarding handling their customer service department? First of all, thanks for having me. I had an interesting start.

Consulting 52

Consulting Consulting Best practices outsourcing 52

Netomi

JANUARY 5, 2022

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. At Netomi, we deeply care about improving the customer experience. Adrian Swinscoe.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

SharpenCX

OCTOBER 4, 2023

Customer service can be a thankless job. Agents work hard every day to help customers, and while the internet and social media abound with customer service horror stories, very few customers publicize their positive experiences. Shift from cost center to revenue center.

Customer Service 67

Customer Service Contact Center Banking Call Center 67

Vistio

APRIL 2, 2022

Today we have on the pod, Michele Rowan, who is a CX executive with 20-plus years of experience in strategy, implementation, and optimization, both of US and international support. My career began in HR actually. So it’s the reservations and customer service arm of the hotel organization. Yeah, sure.

Contact Center 52

Contact Center Real estate Customer Service Self service 52

ClientSuccess

JUNE 11, 2019

There are a wide spectrum of Customer Success roles out there and you need to decide which of these roles is best for you. Do you want to negotiate large contract renewals, be a trusted advisor, or be a customer support representative? The Customer Success Job Spectrum. I’ll explore each of these roles below.

Upselling 40

Upselling Coaching Customer retention Metrics 40

aircall

JANUARY 15, 2019

This is a serious issue in Customer Service and Support teams which rely heavily on teamwork to keep customers happy. Spotting the early signs creeping in can give you, as a Customer Support Manager, the ability to address issues quickly and reverse the trend before it escalates further.

Morale 59

Morale Customer Support Employee engagement Metrics 59

SmartKarrot

JUNE 24, 2021

We have compiled a list of all the customer success community resources to support folks in the industry looking out for help. This can be CS blog communities, CS meetups groups, CS Slack teams, Forums and others. Customer Success Forums. Customer Success Forum. Customer Success Leaders Institute.

SaaS 17

SaaS Best practices B2B Customer retention 17

Education Services Group

MAY 6, 2021

1 Don’t conflate Customer Success with Customer Service. Practitioners of Customer Success will understand the biggest difference here is reactive versus proactive. Customer Service (also known as Customer Support) is reactive in nature – this is who you contact when you have a problem or things go wrong.

Accountability 92

Accountability Construction SaaS Sales 92

SmartKarrot

APRIL 13, 2023

In this blog, we will introduce you to some of the most influential and visionary account management leaders who are shaping the industry with their innovative strategies, thought-provoking content, and inspiring stories. Jeff Hammond Jeff Hammond is a consultant and trainer in the customer success and account management field.

Accountability 11

Accountability Management Consulting Consulting 11

Kayako

MARCH 9, 2017

Continuous professional development can transform your career trajectory. For a customer support rep, you can become better at your job in ways you never expected by developing the right skills. We asked our customer support advocates at Kayako about new activities and skills that helped to further their careers.

Customer Service 71

Customer Service Engineering Coaching Self service 71

CX Accelerator

SEPTEMBER 16, 2022

Many leaders do in fact think they are supporting Customer Experience in their organization. There are two primary points where you will want to be able to recognize the symptoms of surface-level customer experience focus. You must tie your work to the business KPIs to gain sustainable support and buy in. Matt Beran, Sr.

Consulting 208

Consulting Consulting Finance Customer Experience 208

SmartKarrot

JANUARY 5, 2021

Proclaimed as the Customer Success growth expert, consultant, and thought leader, Lincoln is a customer-centric growth mastermind. His brainchild, Sixteen Ventures , is his medium of sharing his expertise and ideas to help businesses obtain sales acceleration and augmented customer engagement. Jeanne Bliss. Rick Adams.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

SmartKarrot

JANUARY 5, 2022

Mikael is a distinguished figure in the customer success community. He is the Founder and Executive Director at The The Customer Success Association. he has been supporting worldwide companies in designing, building, and assessing effective customer success resources for over 40 years. Aaron Thompson. Adam Toporek.

Chief Customer Officer 23

Chief Customer Officer Coaching SaaS B2B 23

Vistio

DECEMBER 15, 2021

And today, I oversee all of our customer support and inside sales, so all of our contact center operations, as well as the very beginning of the pandemic, we launched an inside sales inbound contact center that had incredible success over the last 18, 20 months or so. Enjoying this Blog?

Contact Center 52

Contact Center Banking contact center associations Technology 52

JivoChat

JUNE 8, 2022

On the internet, you can find several web development courses that are perfect for those who are looking to start a career in this area. Main topics: Front-End Web Development. Main topics: JavaScript fundamentals. Main topics: . Main topics: . Main topics: HTML5. Django Admin Customization.

APIs 75

APIs SaaS Engineering Best practices 75

Kayako

MAY 12, 2016

It might surprise you to know that there are two regular podcasts dedicated to nothing but customer support. With one of those having 100+ episodes, how much more could there possibly be to say about customer support? Much like the early days of B2B “inbound” marketing, customer support didn’t really exist ten years ago.

Customer Support 51

Customer Support Best practices Technical Support Call Center 51

ProProfs Blog

DECEMBER 14, 2021

Likert Scale is the perfect means for collecting focused opinions on a particular topic. At times, a simple yes or no could be sufficient when you need to survey customers, employees, or target audiences about their perceptions and opinions. Suitable to collect opinions for recently used products/services. Very Satisfied .

Surveys 78

Surveys Feedback Customer Support Employee engagement 78

ProProfs Blog

JUNE 26, 2019

Customer Feedback Survey Question Examples. Customer feedback surveys are targeted towards the most recent transaction a customer has with the brand. Take a look at how your customer service survey questions should ideally be framed. Do you see your career developing in this company?

Surveys 112

Surveys Feedback Education Employee engagement 112

Vistio

JANUARY 13, 2022

” The word I was looking for at that time was customer experience. .” ” The word I was looking for at that time was customer experience. Let’s look at the larger customer journey and reduce the friction upstream and set better expectations to equip customer service for success.

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52