Lumoa

MARCH 6, 2023

Conversations with customers are the ideal way to get valuable insight and feedback into an organization’s performance. Garen Di Bernardo, Product Marketing Manager for Lumoa- a feedback analytics platform- provided some valuable tips on how to read customer conversations in an insightful webinar.

Feedback 83

Feedback Analytics Marketing Metrics 83

Vcaretec

JUNE 10, 2022

When we hear about the term ' Customer Support Outsourcing ', the first thing that comes to mind is that it means cutting your employees and outsourcing your work. Customer Support Outsourcing is one of the prominent factors in measuring the success of a business or company. What is Customer Support Outsourcing?

outsourcing 52

outsourcing Customer Support Multi-channel support Call Center 52

Education Services Group

JANUARY 28, 2022

Let’s just say if you missed our first Customer Success Unlocked webinar of 2022, you’re going to want to keep reading and watch the session on-demand ! So, the Customer Success team today at most orgs is a very poor steward of the customers’ needs and experience. Speaker: Chris Hicken , CEO & Co-Founder of Nuffsaid.

Feedback 52

Feedback Sales SaaS Marketing 52

ClientSuccess

APRIL 4, 2019

ClientSuccess will host David Jackson , Founder and CEO of TheCustomer.Co , for this month’s customer success webinar series: Product-Led Customer Success: What, How, and Why. David will share his thoughts on how to scale your team and organization with product-led customer success. Request a custom product demo.

SaaS 46

SaaS B2B Feedback Sales 46

Kayako

SEPTEMBER 10, 2015

Ex-Googler and founder of UserChamp Morten Lundsby is joining us for a webinar on Thursday 17 September. Don’t miss out – sign up now and join Morten in a look at ways to get more value out of your customer conversations. Product teams can benefit hugely from customer feedback. Register now! About Morten Lundsby.

Feedback 94

Feedback Management Sales Marketing 94

Kayako

OCTOBER 27, 2015

Last week, Sarah Hatter of CoSupport and Sarah Chambers of Kayako joined forces to present a fantastic live webinar about the top five customer support mistakes all businesses make, and how to conquer them. Sarah Hatter founded CoSupport in 2011, and in 2014 released her first book The Customer Support Handbook.

Customer Support 88

Customer Support Education Coaching Self service 88

CSM Magazine

MAY 10, 2024

Customer Feedback Loop Incorporate regular feedback mechanisms at various touchpoints to gauge customer satisfaction early on. Taking customer feedback seriously and making adjustments not only upgrades the experience but also tells your audience you’re paying attention – turning casual users into loyal fans.

Analytics 52

Analytics Feedback Customer retention Personalization 52

CSM Magazine

MARCH 27, 2020

It’s easy to see effects of bad customer service—one request slips through the cracks and you could be looking at a public battle on your social media accounts tomorrow. Bad customer support is harder to spot, but it runs deeper than a quick social media fire that needs extinguishing. What is Customer Support?

Customer Support 52

Customer Support Self service Feedback Upselling 52

Kayako

SEPTEMBER 15, 2016

Or maybe your helpdesk is limiting you to reactive customer service? Satisfaction for working in customer support has been sinking. Customer support professionals are 6.8% And support managers reported that maintaining and improving team morale is one of the top challenges they face.

Customer Support 68

Customer Support Feedback Best practices Engineering 68

Lumoa

MARCH 8, 2023

Lumoa’s CEO and co-founder, Carlos del Corral, held a comprehensive webinar about the topic with Merete Medle, a highly esteemed CX practitioner with rich experience working for two of the biggest telcos in the Nordics. Here are the key takeaways from the webinar. Telcos should also go the extra mile in seeking qualitative feedback.

Customer centricity 83

Customer centricity Feedback Telecommunications Customer Support 83

CSM Magazine

JUNE 13, 2018

To stay relevant, leaders must refine their customer support strategy for 2018. To help you do that, the Incite Group have gathered the most trailblazing executives from Microsoft and Travelzoo to share their advice on delivering an unforgettable experience for the customer of today. 7:00am PDT, 9:00am CDT, 10:00am EDT). .

Customer Service 40

Customer Service Customer centricity Chatbots Best practices 40

Toister Performance Solutions

NOVEMBER 30, 2017

The webinar software picked the wrong time to get wonky. I placed a frantic call to technical support. She skipped all of the usual items on the support checklist ("Yes, I've tried rebooting my computer.") The rep offered to stay on the line with me until my webinar started. There was a lot on the line. Never Miss a Post!

Customer Support 80

Customer Support Technical Support Self service Coaching 80

Nicereply

NOVEMBER 21, 2023

Transactional NPS Surveys What They Are: Transactional NPS surveys are deployed immediately after a customer has had a specific interaction with your company, such as making a purchase or talking to customer support. A decision-maker may have different feedback than an end-user, and both are valuable in their own right.

Surveys 59

Surveys B2B Feedback Education 59

Nicereply

MAY 16, 2023

This not only helps your customers get up to speed quickly but also reduces the burden on your customer support team. By providing these resources, you can show your customers that you care about their success and are committed to helping them get the most out of your product. Just log in to upgrade.

Upselling 52

Upselling Feedback Best practices Personalization 52

Solvvy

MARCH 8, 2022

One industry that has been hit particularly hard is customer service. In a recent webinar , Vanessa Van Arsdale and Aly Klidies talk with Solvvy’s Head of People, Abby Gates , to discuss employers’ biggest questions when it comes to the Great Resignation: Why are employees leaving?

Benchmark 62

Benchmark Chatbots Surveys Feedback 62

ProProfs Blog

AUGUST 14, 2020

To know what your prospective buyers really think, you need a tool that helps you capture their feedback efficiently. While user feedback can help you understand the current expectations of your customers, live chat reports would offer insights on prospective buyers and how to conduct future conversations with them (in case they return).

Analytics 174

Analytics B2B Education Feedback 174

COPC

APRIL 1, 2024

They extend to tools for answering customer queries, feedback and coaching systems, and virtual collaboration. Customer-facing technologies encompass a range of AI-powered tools for direct customer interaction. These include AI-driven voice bots, chatbots, mobile apps, kiosks, and web tools.

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

ChurnZero

AUGUST 14, 2020

Use these data fields to create segments, trigger alerts, run automated playbooks, send NPS campaigns, manage customer journeys, and calculate ChurnScores. Customer Support/Service Software and Ticketing Systems. What is customer support software? Customer Support/Service or IT Operations.

CRM 87

CRM Finance Upselling Accountability 87

CSM Magazine

JANUARY 23, 2023

The figure comes from research undertaken by business process outsourcing firm Sigma Connected , and digital collections and recoveries experts Arum, with the partnership surveying 50 UK companies about their use of human interaction and digital channels when engaging with customers. Click here to view the webinar!

Business Process Outsourcing 52

Business Process Outsourcing outsourcing Surveys Consulting 52

NobelBiz

NOVEMBER 13, 2023

Satisfied customers are more likely to stay loyal and continue their relationship with the brand, leading to a higher customer retention rate and, ultimately, sustained revenue growth. Don’t miss out on this exclusive discussion—it’s a webinar like no other, with surprises in store!

Customer Experience 111

Customer Experience Contact Center Call Center Revenue potential 111

COPC

OCTOBER 26, 2023

However, it’s important to note that LLMs lack true comprehension; their responses rely on their training and feedback. Experts interact with the AI, scoring its responses and providing corrective feedback. They respond based on their training and feedback loop, blurring the lines between knowledge and understanding.

Technology 76

Technology Customer Experience APIs Consulting 76

Kayako

NOVEMBER 30, 2015

Janna Bastow of ProdPad will be joining Kayako’s Dan Wong for a webinar about the benefits of going public with your product roadmap on Thursday December 3rd, 4pm GMT / 11am ET / 8am PT. Product and support teams are interlinked when it comes to customers. Join the webinar. Sign up here. Click To Tweet.

Feedback 30

Feedback Accountability Customer Support Customer Experience 30

Nicereply

MARCH 16, 2022

Some treat Customer Experience as a synonym to Customer Success, others see Success and Support as part of the CX team, and still, others prefer it reports into Sales as a way to increase upsells and renewals. These actions showed us that there was an appetite for even more customer-centric services.

Sales 111

Sales Customer Experience Upselling Self service 111

Netomi

MARCH 14, 2022

In honor of International Women’s Day, we at Netomi are celebrating CX ‘Sheroes’ who are leading from the front in the world of customer support and CX. From our Women of Influence list to our CX Sheroes webinar, we are shining a spotlight on inspiring female leaders who are doing their part to #BreakTheBias.

Customer Service 59

Customer Service Education Analytics Coaching 59

Playvox

FEBRUARY 6, 2024

An AI-infused quality management system can analyze sentiments for all interactions and analyze the topics discussed, surfacing the most pressing issues across a large sample and directing them to your quality analysts for deep insights, to score and to provide feedback. Let data-led deeper insights inform your QM strategy and tactics.

Quality management 83

Quality management Customer centricity Management Contact Center 83

ChurnZero

MARCH 28, 2023

Early-stage SaaS businesses tend to put most of their focus on acquiring net new customers. For a little while, customer retention is a manageable task with existing staff. When you have only a handful of customers, your sales team, product team, customer support team—and even executives—can join forces to keep them happy.

SaaS 52

SaaS Chief Customer Officer Surveys Feedback 52

COPC

FEBRUARY 15, 2023

Webinar: Service Journey Thinking Learn our comprehensive approach to helping brands improve customer satisfaction and loyalty throughout the service journey. Watch the Service Journey Thinking Webinar Understand Drivers & Expectations It is best first to understand what prompts customers to contact you.

Self service 85

Self service Interactive Voice Response Chatbots Benchmark 85

Talkdesk

DECEMBER 1, 2020

Quality Assurance: How an organization ensures their CX meets their goals and aligns with guiding principles by evaluating agent-customer interactions, identifying areas of improvement and providing feedback or training for remediation. We ask organizations to begin with a self-assessment, scoring themselves across these nine areas.

Contact Center 104

Contact Center Benchmark Enterprise Customer centricity 104

Branch Mesenger

MARCH 20, 2018

Last week, we hosted our second webinar. We were joined by a very special guest, bestselling author and expert on all things customer service -- Shep Hyken. Shep joined us to talk about some of the following topics and trends that are shaping the world of customer service: The state of customer service in 2018.

Customer Service 48

Customer Service Airlines Technology Upselling 48

Enghouse Interactive

OCTOBER 19, 2020

Register for TOMORROW’s webinar ( October 21 st at 11:00 EDT) “How AI-Enabled Super-Agents Improve CX” with Kate Legget , Vice President and Principal Analyst Service Application Development and Delivery, Forrester Research, with Steve Nattress , Director, R&D and Jacki Tessmer , Vice President – Product Marketing, Enghouse Interactive.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

CSM Magazine

NOVEMBER 29, 2021

No matter how good your product is or how attractive the prices are, one of the main things the clients will remember is customer support. The quality of such support is defined by the excellence of interaction and the skills of support agents. Boosting customer interaction. A chance to give feedback.

Customer Service 59

Customer Service Journey mapping Analytics Feedback 59

OctopusTech

MAY 25, 2021

Closing a deal needs marketing involvement, service demos, multiple calls through Customer Support Outsourcing , and approvals from multiple stakeholders in the companies that Outsource to India to go on and sign the contract. However, it’s just half the work done, and the proceeding step is Customer Onboarding successfully.

B2B 62

B2B outsourcing Customer Support Accountability 62

ClientSuccess

JUNE 8, 2021

When you stop to think about what ‘customer value’ really means, what things come to mind? It’s probably along the lines of customer sentiment, issues, and feedback. While these are all excellent baseline measurements, every customer is different. Negative customer support experiences.

Feedback 52

Feedback Metrics Customer Support Accountability 52

Lumoa

FEBRUARY 14, 2024

Watch the webinar replay of Redesigning CX programs: Enhancing the Way We Listen, Analyze, and Engage with Customers to learn more. Provide valuable insight into customer journeys by mapping each customer interaction Eliminate the possibility of human error impacting a customer’s interaction with the company.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

Comm100

JANUARY 17, 2024

Automated Ticketing System Automated ticketing systems manage and route customer support tickets automatically based on predefined criteria. This streamlines the ticket handling process, ensuring that customer issues are addressed efficiently and by the most suitable agent.

Customer Service 77

Customer Service Chatbots Customer centricity Feedback 77

Enghouse Interactive

SEPTEMBER 20, 2021

Here’s a recap of our recent webinar ‘ UCaaS and CCaaS: How Convergence Drives and Disrupts Communications ‘. See for yourself how EnghouseUC can be quickly and easily integrated with your contact center to deliver the communications and collaboration capabilities you need to enhance your Customer Experience (CX). Single-Sourced.

contact center solutions 67

contact center solutions Contact Center Call flow Quality management 67

JustCall

MARCH 28, 2023

Your customer-facing teams are at the heart of your business. Many sales and customer support teams are poorly trained, insufficiently equipped, and incoherent in execution. Here are four steps to help you assess the specific needs of your customer-facing teams: 1.

Morale 52

Morale Sales Feedback Construction 52