Tue.Sep 13, 2022

article thumbnail

Customer Success Playbook Tips: Five Proven Tactics

Totango

Customer Success Playbook Strategies: Mapping a Path to Winning Outcomes. A customer success playbook maps out a game plan you can use to automate successful outcomes for your clients. Having a playbook in place can help you deliver better results for your SaaS customers and yield higher satisfaction, retention, and revenue for your business. Here we’ll show you how to use customer success playbooks to support your CS strategy: We’ll define the customer success playbook and clarify

SaaS 87
article thumbnail

CallMiner report reveals more than 60% of organizations don’t collect enough data to improve CX

Callminer

CallMiner CX Landscape Report found 62% of companies believe they don’t collect all of the CX data they need, with only 12% collecting an equal amount of solicited and unsolicited customer feedback.

Feedback 182
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

Amazing Business Radio: Jon Shanahan

ShepHyken

How Empathy Drives Business Growth . Creating a Culture that Gets and Retains the Best Employees. Shep Hyken interviews Jon Shanahan, co-founder of Businessolver Inc., a benefits administration solution that combines technology and service to help employees get the most value out of their benefits. He discusses creating a culture that delights and retains loyal customers and the best employees.

article thumbnail

Sorry, No Magic Cure-All to Turnover

Contact Center Pipeline

It is a common misconception that retaining valuable contact center agents is as simple as a salary increase. Sure, salary is a key driver when agents are considering jumping to new roles, but it’s certainly not the only factor. A new study commissioned by Calabrio found that there is a significant disconnect between the most-asked-for […].

article thumbnail

Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

article thumbnail

5 Reasons to Use After-Call Surveys

Fonolo

Think about how many phone calls your contact center receives in one day. Thousands, right? Now, think about how many ripe opportunities you have to ask for customer feedback. Thousands again. How? Through after-call surveys. You might confuse them with net promoter score or cSAT, but post-call surveys are a much more specific way to gather real-time feedback.

Surveys 150

More Trending

article thumbnail

How to Check Who Visited My Instagram Profile

JivoChat

A common question among Instagram users is “how to check who visited my Instagram profile?” When it comes to a personal account, they may want to know if a love interest is checking on their photos, for instance. While for brands, it would also be valuable information to know exactly who is accessing their profile. . Companies could have even more precise data about their leads and potential customers by checking the latest profiles that visited their Instagram, and analyzing which o

APIs 75
article thumbnail

From Fear to Fixed: How to Overcome a Bad SaaS Investment

Concentrix

There are a million reasons why a bad SaaS investment fails in an organization. Discover how to walk the steady path to a better solution. The post From Fear to Fixed: How to Overcome a Bad SaaS Investment appeared first on Concentrix.

SaaS 62
article thumbnail

TCN Announces Performance Analytics and Reporting Enhancements for its Advanced Contact Center Platform, TCN Operator

TCN

ST. GEORGE, Utah – September 13, 2022 – TCN, Inc., a global provider of a. The post TCN Announces Performance Analytics and Reporting Enhancements for its Advanced Contact Center Platform, TCN Operator appeared first on TCN.

article thumbnail

QA Tools That Can Help You Provide Premium Customer Interactions

Helpware

Regardless of how much your company prides itself on its customer service, you should remain committed to continual improvement. To do so, organizations need to actively monitor their quality assurance (QA), or rates of customer satisfaction. Using effective QA tools helps align your current performance levels with industry standards. Meeting and exceeding these benchmarks far precedes company expansion.

article thumbnail

The Open CCaaS Advantage Report

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.

article thumbnail

The Power of Customer Advocacy to Deliver Great Call Center CX

SQM Group

Our award-winning call centers understand that customer advocacy is one of the best ways to attract more customers and gain market share over the long term.

article thumbnail

The New Player in Town – eB2B Platforms

Anexa BPO

Done correctly, eB2B (Business-to-Business E-Commerce) platforms can potentially improve the experience and economics of most value chain players. While digitalization continues to sweep the world and the marketplace, nowhere is this dynamic showing up with more impact than in fragmented retail (independent small grocers and retailers, restaurants, and bars).

article thumbnail

13 Things You Should Check Before Launching Your Shopify Store

kommunicate

Last Updated on September 14, 2022 Thousands of companies around the world use Shopify. The all-in-one commerce platform for launching, operating and expanding a company. After much effort and going through your Shopify launch checklist, you are successfully launching your Shopify store. Although exhilarating, it may easily become too much. You have a billion ideas [.].

article thumbnail

An Overview of Outbound Call Center Compliance

LiveVox

As outbound call centers continue to grow in popularity, it is more important than ever to ensure that your center is compliant with all applicable regulations. The post An Overview of Outbound Call Center Compliance appeared first on LiveVox.

article thumbnail

SME Relationships: Proven Solutions for Seamless Collaboration and Success

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!

article thumbnail

How to Achieve Personalization in Banking Contact Centers

Balto

From chatbots and mobile apps to self-service libraries and loan calculators, the current number of available self-service channels for customers of banks and financial institutions has become unrivaled. So, it comes as no surprise that today’s consumers have peak expectations for the level of personalization they’ll now receive from the banking or financial services contact center.

Banking 52
article thumbnail

How to Measure and Analyze The Customer Satisfaction Score CSAT?

NobelBiz

The customer satisfaction score aims to get feedback on specific topics such as products or services, quality of interactions with call center agents or after-sales support, purchase procedures, customer experience impression, and so on. Read this article to learn about the stakes and how to measure and analyze this key performance indicator. The post How to Measure and Analyze The Customer Satisfaction Score CSAT?

article thumbnail

6 Rules to Communicate with Customers More Effectively

CSM Magazine

If you do not adequately train your employees in customer service, it could bring many problems to your business. By giving the team detailed information about your products or services and setting a standard, your employees will become more productive and efficient in advising customers and solving issues. The communication needs to be quick, effective, and polite at the same time.

article thumbnail

The Knowledge Base is Dead, Long Live the Knowledge Base!

Nicereply

The knowledge base has been considered a crucial component of providing self-service for years. It’s often touted as indispensable for helping customers and upskilling support agents. And now knowledge bases as we’ve always known them are dead. That might seem like an exaggeration, but it’s not. Customer demands are changing and customer service technology is improving.

SaaS 52
article thumbnail

Reimagining CX: How to Implement Effective AI-Driven Transformations

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.

article thumbnail

How Does RAY BAUM’s Act Affect Your Organization?

ConvergeOne

RAY BAUM’s Act requires that first responders have the necessary information needed to pinpoint the “dispatchable location,” and quickly reach a 9-1-1 caller regardless of the device they dial from, or their exact location inside a large building. Whether the calling device is wired, wireless, on-premises, or remote, if it connects to an MLTS it will fall under the FCC’s enforcement.

article thumbnail

KM Trends and Challenges

DMG Consulting

KM Trends and Challenges. September, 2022. The knowledge management (KM) market is experiencing the most rapid adoption cycle in its history. Driven by customer expectations for a great experience, increased demand for self-service, the need to empower employees throughout the enterprise, and the rise of artificial intelligence (AI), KM solutions are being purchased to meet a wide range of requirements.

article thumbnail

Call Center Management: 11 Tips

Selmo

Call center management influences customer satisfaction and agent retention rates. What is call center management?

article thumbnail

How do we schedule seats for agents when they only work on-site part of the time?

DMG Consulting

Question: How do we schedule seats for agents when they only work on-site part of the time? Answer: Managing agent workstation utilization has traditionally been a time-consuming and labor-intensive manual task and the complexities of today’s contact centers have only made this more cumbersome. Hybrid staffing models (where agents work on-site and at home different days of the week), split shifts, part-time, gig economy hours, flex time and dynamic real-time adaptive scheduling, etc. – have made

article thumbnail

Decoding the Call Labeling and Blocking Process

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

article thumbnail

Sep 13 – Customer Success Jobs

SmartKarrot

Role: Client Success Director Location: Remote, California, United States Organization: Mindcrest As a Client Success Director, you will develop and manage new business opportunities through all stages of the sales cycle. Maintain a robust deal pipeline towards targeted potential accounts to continually grow new business. Partner with GCs and key decision makers for legal services to develop long-term strategic relationships and promote Mindcrest’s broad range of legal services, consulting, and

article thumbnail

TopCo recognises Merchants as a key driver for skills development

Merchants

Last month, the TopCo Top Empowerment Awards recognised Merchants as a key player in skills and youth development in South Africa. The post TopCo recognises Merchants as a key driver for skills development appeared first on Business Process Outsourcing Services | Merchants CX SA.

article thumbnail

CRO: The New Meaning of ‘Chief Revenue Officer’ and Its Importance in 2023

SmartKarrot

Successful companies are looking for ways to increase and improve their revenue to stay competitive. Adapting quickly to the changing market in today’s world is essential. With the rise of online marketing and technological advances, businesses can access larger audiences and generate revenue through digital marketing channels. Many businesses recruit Chief Revenue Officers (CROs) in different industries, especially digital marketing.

Sales 10
article thumbnail

How Medidata used Amazon SageMaker asynchronous inference to accelerate ML inference predictions up to 30 times faster

AWS Machine Learning

This post is co-written with Rajnish Jain, Priyanka Kulkarni and Daniel Johnson from Medidata. Medidata is leading the digital transformation of life sciences, creating hope for millions of patients. Medidata helps generate the evidence and insights to help pharmaceutical, biotech, medical devices, and diagnostics companies as well as academic researchers with accelerating value, minimizing risk, and optimizing outcomes for their solutions.

article thumbnail

The Truth About Customer Journey Mapping

Speaker: Dave Seaton, CEO of Seaton CX

Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.

article thumbnail

Frontline Feedback: The Story of Compassion So Counterfeit

Russel Lolacher

Have you ever been asked how you’re doing at work? The question is proposed without really caring about the response. It’s a formality. A throwaway. Now imagine for a moment, it WAS taken seriously. It was taken to heart. It was responded to honestly. But it didn’t go the way it should. Stay tuned for a tale of good intentions, missteps, and broken trust.

article thumbnail

Prepare data at scale in Amazon SageMaker Studio using serverless AWS Glue interactive sessions

AWS Machine Learning

Amazon SageMaker Studio is the first fully integrated development environment (IDE) for machine learning (ML). It provides a single, web-based visual interface where you can perform all ML development steps, including preparing data and building, training, and deploying models. AWS Glue is a serverless data integration service that makes it easy to discover, prepare, and combine data for analytics, ML, and application development.

article thumbnail

What is Revenue Ops? (All You Need to Know)

JustCall

According to research by the Boston Consulting Group, “RevOps has emerged as a high-impact way to accelerate revenue growth and go-to market (GTM) operations efficiency through tighter alignment of the marketing, sales, and customer teams.” If you are curious about what Revenue Operations entails, this blog is for you. Keep reading. What is Revenue Ops?

Finance 52