Education Services Group

JUNE 21, 2021

An Interview with Maranda Dziekonski, SVP of Customer Success and People at Swiftly. Human capital management (HCM) in Customer Success can mean slightly different things to different organizations, but it all boils down to making your employees successful so they can make your customers successful. As one of the 17 capabilities of the ESG Customer Success Maturity Model , we interpret HCM as the systems and processes CS leadership puts into place to promote internal engagement on their team and

Management 52

Management Best practices Government Scripts 52

Steve DiGioia

JUNE 21, 2021

This past weekend I helped a friend of mine and served as the maître d for an event of 200 people that he was hosting (it was great to get back to my “banquet” roots). Shortly after arriving and meeting the service team, I realized that many were inexperienced and for a few of them, this event would be their first time working as a waiter. I got that deer-in-the-headlights look from some.

Morale 299

Morale Customer Service Management 299

CCNG

JUNE 21, 2021

For too long, contact center leaders have been trying to operate their business with one arm tied behind their backs. That’s because unlike other lines of business, contact centers have been unable to continuously value the cost and financial efficiency of performance in a way that is actionable, trusted by everyone, and manageable. It’s the root cause of most contact center issues.

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CCNG outsourcing Contact Center Management 195

ShepHyken

JUNE 21, 2021

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Do Your Rewards Rock? These 6 Rules Will Tell by Wise Marketer Staff. (The Wise Marketer) Too many reward programs solely focus on the points, rather than on the rewards their points or miles make possible.

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Customer Service Marketing Personalization Customer Experience 196

Advertisement

Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Contact Center Pipeline

JUNE 21, 2021

The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model. Below, Five9’s Mike Bourke discusses how workforce optimization solutions give agents more influence over their schedules, while providing managers with tools for […].

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Contact Center Technology Management Call Center 147

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. Many customer-facing roles deal with high-pressure situations, emotional customers, negativity and insults, delivering bad news, and many other draining activities. On top of that, agents need to handle these scenarios with a smile and polite, helpful service.

Coaching 124

Coaching Customer advocacy Technical Support Best practices 124

Hello Customer

JUNE 21, 2021

The old way of selling. Distributing products through supermarkets used to be an easy way of selling for FMCG brands to grow revenue. They had to meet two requirements to generate sales: penetrate the market sufficiently. create enough brand awareness. But the tide is turning. The power of retailers is increasing as a lot of supermarkets are selling their own non-branded products to compete with big FMCG players at a lower price.

Customer centricity 98

Customer centricity B2C Surveys Feedback 98

Calabrio

JUNE 21, 2021

If the past 18 months has taught us anything, it is that almost everything can change in a matter of days, let alone 365. So, I am ecstatic to say that something that has not changed is Calabrio’s dedication to creating an employee-centric workplace. And I’m very proud that the Star Tribune has named Calabrio a Top Workplace for the eighth year in a row.

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Benchmark Engineering 98

Hello Customer

JUNE 21, 2021

Don't focus too much on the process. This might come as a surprise but think about it, what do processes really do in an organization? They ensure that something is delivered as promised. This is not the part where the value of customer experience lies. It’s about figuring out how you can build on top of the process. Because the process enough isn’t enough for a good customer experience.

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Scripts Feedback Chatbots Customer Experience 98

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Experience

GetFeedback

JUNE 21, 2021

Learn why creating a great ecommerce experience is important for the success of your business and for improving your ecommerce customer satisfaction.

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AnswerConnect

JUNE 21, 2021

Some companies use the word “remote employees” to talk about their distributed teams. It fits, but also makes remote work sound distant and isolated. That is why we prefer the term working from Anywhere. The post The Anywhere Mindset appeared first on AnswerConnect Blog.

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Voiptime

JUNE 21, 2021

Call centers are still the best way to sell products and services, because of speed and effectiveness. They’re like vital bridges in a B2B and B2C environment. The bigger your business, the more you need stability and functionality of this bridge. While this bridge works properly, customers open their wallets while speaking with agents over the phone.

Call Center 75

Call Center B2C B2B 75

Uniphore

JUNE 21, 2021

Robotic Process Automation (RPA) technology is dramatically improving contact center efficiency and agent productivity. Automating the right processes can pay huge dividends — from error reduction to shorter call times — creating a measurably better customer experience (CX) and employee experience (EX). We’ve identified the top 10 RPA implementation best practices to help you get the most out of these game-changing tools. 1.

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Best practices Contact Center Call Center Technology 59

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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

Self service

C Space

JUNE 21, 2021

From awareness to progress. Kisha Payton, Director, Strategic Program. Allyson Chapman, Senior Consultant. Ashley Guillaume, Consultant. Businesses are slow ships to turn. Most have spent the past year – rightfully so – looking internally to address diversity in their workforce, establishing or promoting employee resource groups, and essentially creating change from within.

Consulting 52

Consulting Consulting Benchmark Government 52

Education Services Group

JUNE 21, 2021

New Win Adds to Enterprise Technology Providers Leveraging Customer Success as a Service®. ESG, the leader in Customer Success as a Service® (CSaaS), announced today it has signed an agreement to deliver its Customer Success Plan service offering for a new client in the business information services space. The new client’s platform provides sellers and marketers with comprehensive contact information to help them find new potential customers.

Marketing 52

Marketing Consulting Consulting Customer centricity 52

A Better Answer

JUNE 21, 2021

If you’re lucky, your business will run into growing pains. Growing pains typically mean you have too much business with too many tasks and not enough staffing power or processes in place to efficiently keep things running The one department that gets overwhelmed during the growth of a business is customer service.

Customer Service 52

Customer Service 52

kommunicate

JUNE 21, 2021

What is Meteor? Meteor is a JavaScript web framework and it helps in developing web and mobile applications. Meteor allows you to develop in one language, JavaScript, in all environments: application server, web browser, and mobile device. To start building your website using Meteor, kindly check out this documentation. Also, you can follow the below-mentioned steps [.].

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Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

Feedback

CustomerSuccessBox

JUNE 21, 2021

In a situation where your champion moves out, all of a sudden you are either looking for a new champion or you’re just handed over to a new champion, somebody who’s replaced your older champion. What should you make of this situation? How should you approach the situation to upscale your customer success ? . Treat it as an opportunity. I think we all need to recognize that this is an opportunity.

Technology 52

Technology Sales Management 52

Hello Customer

JUNE 21, 2021

The old way of selling. Distributing products through supermarkets used to be an easy way of selling for FMCG brands to grow revenue. They had to meet two requirements to generate sales: penetrate the market sufficiently. create enough brand awareness. But the tide is turning. The power of retailers is increasing as a lot of supermarkets are selling their own non-branded products to compete with big FMCG players at a lower price.

Customer centricity 52

Customer centricity B2C Feedback Surveys 52

Nuance

JUNE 21, 2021

The fraud prevention community has long been committed to doing some of the globe’s most important work: protecting people and stopping criminals. Anti-fraud professionals, however, face a seemingly endless stream of new methodologies, approaches, and threats, and the COVID-19 pandemic exacerbated them all. Consider the new risks that come from working remotely, the spectacular increase [.

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Enterprise 52

CustomerSuccessBox

JUNE 21, 2021

The most generic and quick answer to this query would be – Right after when the customer signs up. Now, let’s consider a case where you are selling a complex product. A mission-critical application that involves technology with a lot of moving parts and hence requires a lot of integrations. This is where we recommend the Customer Success Manager to be introduced As, In such a situation, you’ll have to find a better way of delivering success to your customers.

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Management Sales Technology Best practices 52

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

Contact Center

Voiptime

JUNE 21, 2021

Call centers are still the best way to sell products and services, because of speed and effectiveness. They’re like vital bridges in a B2B and B2C environment. The bigger your business, the more you need stability and functionality of this bridge. While this bridge works properly, customers open their wallets while speaking with agents over the phone.

Call Center 40

Call Center B2C B2B 40

CustomerSuccessBox

JUNE 21, 2021

The success of your company depends on how you deal with the needs and goals of your customers.That’s why many businesses are shifting their customer strategy, including the ongoing customer growth plan from the Account Manager to the Customer Success Manager. The Customer Success Manager plays a critical role in the development of customers since he/she is the one responsible for understanding and guiding customers through the entire process.

Management 52

Management Feedback Accountability Technology 52

A Better Answer

JUNE 21, 2021

The term “call center” can have a negative connotation — but why?

Call Center 52

Call Center 52

Knowmax

JUNE 21, 2021

The Role of Knowledge Base in Virtual Assistants.

Chatbots 52

Chatbots 52

Advertiser: ZoomInfo

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

Technology

SmartKarrot

JUNE 21, 2021

Role: Director of Customer Success, eCommerce Location: Remote, United States Organization: Quotient Technology Inc. As a Director of Customer Success, you will lead, enable and empower a geographically dispersed team of Customer Success, eCommerce professionals resulting in superior customer experiences. Evaluate, optimize current and recommend new strategies to grow client business.

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Advertising Finance Consulting Consulting 10

Knowmax

JUNE 21, 2021

5 Ways to improve your contact center KPIs.

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Contact Center Call Center Customer Experience 52

Quadient

JUNE 21, 2021

3 customer experience trends transforming insurers’ customer communications. Andrea Haughton. Mon, 06/21/2021 - 20:30. The COVID-19 pandemic has reminded me that predicting the future is quite the fool’s errand. But as I optimistically-albeit cautiously-look at what 2021 may bring, it’s hard to miss some underlying customer experience trends shaking up customer communications in the insurance industry.

Customer Experience 52

Customer Experience Customer centricity Healthcare Consulting 52