Fri.Nov 18, 2022

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5 Ways to Ensure Your Support Organization is Ready for the Holiday Rush


The holiday season is a busy time for every team, but the unsung heroes of the holiday season are without a doubt the service organization. While everyone else is spending time with family and friends, service teams are hard at work making sure their customer’s holiday plans aren’t interrupted by long wait times or service disruptions. Especially in the consumer sector, demand for service grows as customers begin setting up and using their new purchases and holiday presents.

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Guest Post: Why B2B Business Needs Dedicated Customer Support


This week, we feature an article by Kateryna Boiko, Marketing Director at Mobilunity , an organization that provides dedicated digital marketing and development teams to companies worldwide. She shares the benefits of having dedicated customer support in B2B organizations. Any company needs to become a part of B2B or “business-to-business,” where legal entities establish trading relationships with each other.

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10 top tips for a winning customer service knowledge management system


Date: Friday, November 18, 2022 Author: Pauline Ashenden - Demand Generation Manager 10 top tips for a winning customer service knowledge management system. Published on: November 18, 2022. Author: Pauline Ashenden - Demand Generation Manager Using knowledge effectively is key to driving excellence in customer service, particularly as queries become increasingly complex and information changes ever faster.

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How Customer Success can get a bigger piece of the budget pie with Jeff Heckler


As a Customer Success leader, do you find yourself watering down your budgetary requests? It can be intimidating to ask for what you need, especially in the face of a recession. You might worry about coming off as demanding, or incompetent at making do with what you already have. And yet, downplaying your team’s needs undermines CS’s current impact and future revenue-driving potential.

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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.

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What Are You Thinking? How Executive Perception of the Contact Center Makes or Breaks Success


Blair Pleasant President & Principal Analyst, COMMfusion LLC. The direction of a company is largely determined by the vision of the executive suite. Look no further than the recent Twitter takeover by Elon Musk to see how much — and how quickly — leadership can pivot a company’s trajectory. Contact centers are no different. Whether executives view their contact center as a profit center or a cost sink ultimately determines how much investment, or divestment, happens there.

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Rising Support Demand Reduces Revenue – State of Support Part 1


Support demand is rapidly and continuously increasing and few businesses are prepared to address the rising needs of their customers. According to TeamSupport’s State of Support report for 2022 , overall support demand is rising at an average rate of 11%. That means your support team is getting more emails, more requests, more everything. Chances are that your support team is already getting hammered by the sheer volume of customer issues, not to mention the potential for complexity.

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GUEST POST: Talkdesk’s Market Feedback Aligns with COPC Inc. Employee Engagement Research


The Southeast Asia (SEA) Employee Engagement Research Report is timely, providing an accurate view of the ever-changing contact centre agent environment. Some of the key takeaways from the report include: . Only 58% of Southeast Asia front-line staff will continue to work for their current employer (page 7). The manager’s technical skills and ability to address front-line staff questions are below par in SEA compared with the rest of the world, which impacts staff retention (page 23).

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9 Tools That Can Make or Break Your Customer Experience


Providing a great customer experience is critical to every successful business. When organizations fail to offer a positive customer experience, customers will quickly discover competitors. . Below, we’ll break down nine tools to consider adding to your tech stack to make your life easier and create a better experience for your customers. . 9 Essential Customer Experience Tools to Add to Your Tech Stack. 1.

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Reasons To Choose Call Center Outsourcing Vendor In USA


As more businesses use BPOs, call center outsourcing has grown in popularity in recent years. This is due to the high cost of internal processing of different consumer communication channels such as calls, emails, webchats, and text messages. Facilities, tools, technology, time, and effort must be invested to train the workforce and maintain operations.

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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.

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Technology At Its Best! Tried it Yet?

Abby Connect

Owning your own business has its challenges, but we are here to help you! It is our mission to make someone’s day and we are experts when it comes to revolutionizing the customer experience.

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When Was the Last Time You Heard Your Customer’s Voice?

CSM Magazine

Kate Kompelien, Executive Director of CX Strategy and Design at TTEC Digital, explains how to use VoC to understand your customer’s needs across the Total Experience. . Consumers increasingly choose to do business with companies based on the experiences they provide. Eighty percent of consumers reported in a recent Salesforce survey that customer experience (CX) is as important to them as a company’s product or service.

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Why Contact Centers and IT Risk Cuts or Being Outsourced, and How To Fix It

WiserOwl Blog

Every business unit plays a vital role in its company’s success. From HR to R&D, all are important. But just because a business unit is important does not mean it cannot be outsourced or have budgets cut—in 2021, the growing outsourcing market was estimated at $246 billion. As the world braces for economic uncertainty […]. The post Why Contact Centers and IT Risk Cuts or Being Outsourced, and How To Fix It appeared first on WiserOwl.

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Common Customer Service Mistakes


No one is insured from mistakes. They always happen, no matter how much time you spend planning everything and doing all the needed steps to avoid them. The customer service industry isn’t an exclusion in this case and all contact centers do mistakes while providing customer service. Sometimes the root cause is the agents’ lack of knowledge or skills, and sometimes poor strategic planning and wrong goal setting are the reasons for mistakes.

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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!

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Who are your innovators?

Brad Cleveland Blog

I once had a chance to meet and talk with the late W. Edwards Deming. Dr. Deming was one of the world’s preeminent quality gurus, and author of the bellwether book, Out of the Crisis. This was years ago, and … Continue reading → The post Who are your innovators? appeared first on Brad Cleveland.

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Download Free Client Success Manager Job Description. What Are Average Client Success Manager Salaries across Geographies?


The customer is always right, right? If you answered false, a client success manager might be needed. Once you have finished drafting this job description, you should consider applying for the position if you answered true. Even though this statement might not be quite so clear-cut, it is still crucial to have a member of your team who can mediate disputes, offer advice, and show compassion to both internal and external teams to guarantee that customers’ expectations of your product or ser

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Easy and accurate forecasting with AutoGluon-TimeSeries

AWS Machine Learning

AutoGluon-TimeSeries is the latest addition to AutoGluon, which helps you easily build powerful time series forecasting models with as little as three lines of code. Time series forecasting is a common task in a wide array of industries as well as scientific domains. Having access to reliable forecasts for supply, demand, or capacity is crucial to planning for businesses.

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Your guide to AI/ML at AWS re:Invent 2022

AWS Machine Learning

AWS re:Invent season is upon us again! Just a few days to go until re:Invent takes place for the 11th year in Las Vegas, Nevada. The Artificial Intelligence and Machine Learning team at AWS has been working hard to offer amazing content, an outstanding AWS DeepRacer experience, and much more. In this post, we give you a sense of how the AI/ML track is organized and highlight a few sessions we think you’ll like.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the