Aspect

AUGUST 16, 2018

So, maybe a revamp of customer service is BIG news. They will be getting rid of their outdated IVRs and moving to a more modern approach where consumers can reach their dedicated support team by phone, text, or can submit a request to schedule a phone appointment.

Interactive Voice Response 177

Interactive Voice Response Contact Center Customer Service Customer Experience 177

Beyond Philosophy

OCTOBER 5, 2015

It is especially true when you are talking about your senior team. While the good news is 20% of executive teams fully support the CX agenda, that also means 80% don’t. Everyone feels like they should say they support a CX Agenda. But they don’t support the agenda. It’s political. So they nod.

Consulting 383

Consulting Consulting Customer Experience Sales 383

TechSee

JUNE 16, 2022

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. In addition, Eric is a member of Miele’s International Service team, to help identify, streamline and share global best practices and promote service excellence.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Nicereply

MARCH 23, 2021

Staying on top of new customer service trends can be exhausting. Plus, if you’re only getting news from your vendors, you might not be getting the full picture. Having a well-rounded collection of sources can help your team identify new opportunities for improvement and up your customer service game. Founder of CoSupport.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

Totango

NOVEMBER 10, 2023

The good news is that customer success leaders and teams are uniquely positioned to be the driving force in these growth efforts. Our partnership and pre-built SuccessBLOC with Higher Logic makes it seamless for Totango partners to support community engagement and development. 80% of net revenue comes from the customer base.

Journey mapping 98

Journey mapping Construction B2B Education 98

Nicereply

AUGUST 5, 2021

In this post, we explore one of the best features we introduced last week in our Rating Feed BETA release – Rating Tags. The good news is that it is not that different in our app. Tags aren’t useful just because you can list through different types of feedback – e.g. product, delivery, support, bug, etc.

Feedback 98

Feedback Surveys Accountability Management 98

Totango

MARCH 8, 2022

Getting involved in the best customer success communities can give you access to the resources you need to take your CS team to new levels of performance. Then, we’ll walk you through a list of nine of the best customer success communities you can join in 2022 and what each of them has to offer. Supporting CS research.

Best practices 116

Best practices SaaS B2B Marketing 116

Nicereply

DECEMBER 28, 2022

Let’s look at the best support content of 2022. A new year is just around the corner. The Nicereply team would like to thank you for spending time and attention on our blog. Support Talks. Support Talks have become a very popular format not only among readers but also among respondents themselves.

Customer centricity 52

Customer centricity Education Customer Experience Sales 52

Toister Performance Solutions

MARCH 2, 2023

This blog is a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. There was some good news. The best employees can earn more. A supportive boss makes employees feel like they can succeed.

Contact Center 102

Contact Center Agent burnout Surveys Accountability 102

Nicereply

SEPTEMBER 29, 2022

Customer service management communities are online forums where customer service professionals can share best practices, advice, and tips. These communities can be a valuable resource for both new and experienced customer service representatives. Support Driven. The NACSMA. Check out their LinkedIn Community at: [link].

Customer Service 98

Customer Service Best practices Education call center professionals 98

BlueOcean

OCTOBER 4, 2023

When one in five of your customers speak something other than English as their first language, providing bilingual customer support is critical. But what mix of live agents versus AI is best for your business? Let’s dive in. Providing bilingual French-English support has been a way of life in Canada since, well, forever.

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

Nicereply

DECEMBER 29, 2020

Whether you have visited our blog or listened to the Customer Experience Leaders Chat podcast, we are incredibly happy and grateful for you. Wish we could say 2020 has been an exciting year filled with innovations, incredible travels, and brand-new experiences. 5 Most Favorite Blog Posts Published in 2020. Want to know how?

Customer Support 98

Customer Support Average Handle Time Analytics Customer Experience 98

ClientSuccess

NOVEMBER 11, 2021

This is any new, engaging content that your team creates to either 1) share and promote customer success or 2) inform your customers of new internal initiatives, products, features, or news. Here are three leading content initiatives that can help support customer marketing: 1. New customer case studies.

Marketing 52

Marketing Best practices Surveys Analytics 52

ProProfs Blog

JUNE 5, 2020

Poor customer experience: A customer connects with all the aspects of your brand — content, managers, social media, customer support — and doesn’t like it. Once a customer signs up, make sure your support team takes a proactive role to help him see the value of your product or service.

Customer Service 136

Customer Service Chatbots Customer retention Feedback 136

CX Accelerator

SEPTEMBER 24, 2019

Imagine you’re the captain of a rowing team and you want to get your boat moving towards the finish line. If your team know where that is and how to row in synchronicity, you’ll be able to all row together, coasting smoothly over the finish line. Customer-centricity can be embedded in many places in a company’s strategy.

Customer centricity 208

Customer centricity Education Government Personalization 208

Nicereply

MARCH 14, 2023

Being a support manager is a demanding job that requires constant learning. These 17 books contain critical lessons that every support manager will benefit from. Every customer support manager has a busy life. From strategic plans, to presentations, to customer emails, to training material for their team—the writing never ends.

Management 98

Management Call Center Metrics Entertainment 98

Nicereply

AUGUST 22, 2022

Welcome to the next episode of support talks! We’ll talk about supporting customers, even if you’re not delivering the good news. Support Agents are often the bearers of bad news. In some industries, customer emotions are already high and this skill becomes critical to the ability to provide support.

Customer emotions 52

Customer emotions Healthcare Service level Management 52

aircall

DECEMBER 3, 2021

Aircall’s head of sales and deployment for APAC, Brian Game, recognizes that there’s a right way to share big life news with his family. Chat can also be complemented by support bots that answer repetitive questions automatically. . Delivering the Best Customer Experience. Using Calls and Messaging as a Tag Team.

Morale 62

Morale Sales Customer Experience Personalization 62

Creative Virtual

DECEMBER 8, 2022

As the end of 2022 draws near, it is time once again for Creative Virtual’s annual year in review blog post. Every year we take this opportunity to reflect on the hard work of our team, our contributions to the conversational AI industry, and a few of our company’s biggest highlights from the past 12 months.

Virtual Agent 52

Virtual Agent Chatbots Government Banking 52

JustCall

APRIL 3, 2024

A surge in call volume is always good news for your business. But, it also leads to chaotic calls and handling long call queues for customer support and sales teams. This sudden influx of calls can be anything – from customers reaching out and potential leads dialing in to support requests. Explore JustCall today.

Sales 52

Sales Interactive Voice Response Abandon rate Wait times 52

Totango

APRIL 18, 2023

In this uncertain time, many business leaders are seeing budget cuts, longer sales cycles, and forecasts being continually reexamined … but there is good news. As businesses are laser-focused on retaining and growing current clients, they’re turning to their customer success (CS) teams and leaders to make it happen.

Engineering 99

Engineering Accountability Enterprise Sales 99

ChurnZero

MAY 19, 2020

It’s time for another installment of our blog series where we spotlight a Customer Success professional and get their take on the industry as well as get to hear some of their top tips they’d like to share. Brian is the Senior Director of Customer Success at RFP360, where he leads the customer experience team.

Morale 98

Morale Consulting Consulting Big data 98

Nicereply

JUNE 21, 2021

Often overlooked support skills can elevate your service offering to a more delightful, high-quality customer experience. Many customer-facing roles deal with high-pressure situations, emotional customers, negativity and insults, delivering bad news, and many other draining activities. Customer Service is a difficult job.

Coaching 124

Coaching Customer advocacy Technical Support Best practices 124

aircall

DECEMBER 16, 2022

The right cloud-based phone system for your customer support team can make or break a sale. With plenty of Justcall alternatives available on the market, finding the ideal cloud-based phone system for your customer support team can be quite a time-consuming process. Keep an eye on how your customer support team is doing.

Sales 62

Sales CRM Interactive Voice Response Coaching 62

Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. We’ll cover these below, along with five best practices to follow when bringing a new customer success manager aboard your team. What Is a Customer Success Manager (CSM)?

Management 91

Management Upselling Coaching Best practices 91

ConvergeOne

NOVEMBER 9, 2021

My past several blog posts have been talking about the characteristics of a modern communications platform. The managers of these two accounts briefed me with the same thing I hear all the time: “My customer is rolling out Microsoft Teams.” Add in the way Teams ties Instant Messaging to SharePoint and it is a no-brainer.

Best practices 82

Best practices Finance APIs Enterprise 82

Nicereply

JANUARY 13, 2020

Parenthood is one of the best, though most exhausting things, that I have ever done. Good news: you still have time to prepare. Bad news: even though you don’t yet have the baby, the work is already starting. Remember : parental leave is precious time to spend learning about your own, new relationship with a whole tiny person.

Personalization 98

Personalization Engineering Feedback Management 98

TeleDirect

OCTOBER 23, 2023

According to Business News Daily , over one-third of businesses use a VoIP phone system today. Discover if a VoIP phone line is right for your business and how our team at TeleDirect uses this technology to enhance customer service. Best security practices ensure your information and your client’s data are safe.

voip 62

voip Wireless call center solutions Call Center 62

Nicereply

MARCH 18, 2021

Motivation is key to making sure the team can drive that mission. It seems obvious that highly motivated support agents will provide a higher level of customer experience, but in practice, focusing on motivation is difficult. Matt Gilston , Director of Customer Support at SevenRooms , takes a different approach. Google Podcasts.

Customer Experience 52

Customer Experience Revenue potential Morale Employee engagement 52

Comm100

JANUARY 17, 2024

And what are the first steps for those at the beginning of this journey, and what advanced strategies can those who have already adopted automation employ to scale new heights? The goal is to streamline operations, reduce response times, and free up human agents to increase the team’s capacity.

Customer Service 77

Customer Service Chatbots Customer centricity Feedback 77

GetFeedback

JANUARY 24, 2019

Today’s customers have high expectations for support. In order to meet this demand, your team needs modern customer support tools that aid their efforts in providing the best customer experience possible. Here I’ll share the top 5 customer support tools that you need for your team.

Customer Experience 84

Customer Experience Self service CRM Analytics 84

Outsource Consultants

DECEMBER 27, 2021

That’s why content moderation has been in the news a lot lately—look no further than Facebook’s congressional hearings in 2021 or littered across popular culture. While it’s a growing necessity, leaders still must choose whether building an internal team or managing through an outsourced partner is the best approach. Guess what?

outsourcing 67

outsourcing Consulting Consulting Technology 67

ChurnZero

JULY 7, 2020

This is a guest blog post by LiveAgent. . As such, Customer Success and Support teams need to work together closely to keep customers happy and coming back for more. The Difference Between Customer Support and Customer Success Teams. Customer Support teams are reactive and focus on resolving customer’s issues.

Customer Support 90

Customer Support Education Customer retention Feedback 90

AWS Machine Learning

JULY 18, 2022

Reachability – Your content can reach people that have competing priorities, such as gaming and watching news simultaneously, or people who have a different native language than the audio language. It supports several audio formats, and captions in both VTT and SRT file formats, which are the most commonly used across the industry.

Engineering 74

Engineering Advertising Technology Management 74

TeleDirect

AUGUST 10, 2022

Whether your company needs expert help in payroll and billing, PR and advertisement or technical customer support, BPO is your answer. You can’t expect your team to be on-call 24/7; instead, let a dedicated call center service take on that responsibility. BPO services span across all types of industries. Cloud Technology.

Business Process Outsourcing 62

Business Process Outsourcing outsourcing Call Center Advertising 62

Nicereply

OCTOBER 4, 2022

The best way to accomplish that goal is to empower your CX leaders with the tools they need to succeed. That doesn’t mean writing a blank check; it means making strategic investments and orienting your processes and policies in a way that helps team members deliver the experience you want. What is empowerment and why is it important?

Customer Experience 59

Customer Experience Journey mapping Employee engagement Surveys 59

Global Response

JUNE 27, 2023

Here’s five common ones we often see—and how to avoid them in your own call center, whether you’re hiring for the first time or doing ongoing hiring to maintain or scale your team. At Global Response, our hiring process is thorough, aiming to create a process that allows us to hire the best people, the first time.

Call Center 62

Call Center outsourcing Advertising Coaching 62