Tue.Jun 21, 2022

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Amazing Business Radio: Christine Churchill

ShepHyken

The Cost of Bad Customer Service. The Impact of Bad Customer Service on Your Customers, Employees, and ROI. Shep Hyken interviews Christine Churchill, Founder and CEO of the Customer Service Institute of America (CSIA). She shares how organizations can identify, measure, and address issues to improve customer experience. Top Takeaways: Customers are smarter than ever before.

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Your First 100 Days as an Account Management Leader Part 7: Ensuring Your Account Management Team Is Equipped

Kapta Customer Success

Strong sales and account management leaders can pave the way to innovative, customer-centric workflows and organizational changes. But as you're reorganizing how your team operates, tracking your KPIs and metrics , and even investigating internal sales processes, it's just as important to take a moment and evaluate your department's tools as it is to assess your goals.

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What is Customer Success enablement?

ChurnZero

You may have heard of sales enablement, but Customer Success enablement might be a new term for you. Although it’s an important concept and role in the Customer Success space, it hasn’t quite gained the traction it needs to be in the spotlight. That’s why we’ve put together this guide to not only define Customer Success enablement but also outline the key tenets of the term and share some best practices for creating an impactful Customer Success enablement initiative.

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How to Secure Buy-In for Cloud Migration

Concentrix

Cloud migration can feel daunting to many companies. Concentrix makes migrating your contact center to the cloud easy! The post How to Secure Buy-In for Cloud Migration appeared first on Concentrix.

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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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Company Culture: 7 Ways to Maintain Values Within a Remote Team

Helpware

How important is company culture? Is it just a matter of boosting employee morale so they can perform their work better? Is it setting up the workplace in such a way as to make it conducive to productivity and ideas generation? Or, is it instilling a set of values that make employees respect, trust, and empathize with co-workers? If it is, is company culture simply a means to an end?

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Cyara and Genesys Reach Another Milestone

Cyara

An Invaluable Partnership for CX Assurance in the Cloud Migration Journey. At Cyara, partnerships have always been central to our business model. Customer experience (CX) assurance is multifaceted, and you need a whole lot of gears turning together in sync to deliver at the highest level. When we partner with other brands, it’s because we know it will elevate and enhance CX delivery for both our customers and our partners’ customers alike.

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Why You Should Never Underestimate The Value Of The Voice of the Customer

MiaRec

The Voice of the Customer (VOC) is one of the most obvious, yet underutilized tools organizations have at their disposal to create outstanding customer experiences, increase customer loyalty and retention, and boost profits.

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How to Add Chatbot to React Native

kommunicate

Last Updated on June 21, 2022 Building a chatbot on a React Native app may have been a complicated affair in the past, but not so today, thanks to Kommunicate’s Kompose chatbot builder. In this tutorial, we are going to build a chatbot application from scratch using Kompose ( Kommunicate Chatbot) and React Native. We’ll [.]. The post How to Add Chatbot to React Native appeared first on Kommunicate Blog.

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What is Customer Success enablement?

ChurnZero

You may have heard of sales enablement, but Customer Success enablement might be a new term for you. Although it’s an important concept and role in the Customer Success space, it hasn’t quite gained the traction it needs to be in the spotlight. That’s why we’ve put together this guide to not only define Customer Success enablement but also outline the key tenets of the term and share some best practices for creating an impactful Customer Success enablement initiative.

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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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Your help site has a huge SEO potential. ?Here’s how to take advantage of it.

Inbenta

Consumers use digital channels to find results and answers quickly. Approximately 84% of consumers search Google at least 3 times a day. And about half of all product searches are initiated through this search engine. However, figures show that current search experiences often fall short of users’ expectations. A survey by SimilarWeb and Sparktoro highlights the major challenge of online search currently: 66% of web searches end with no clicks.

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Top 8 strategies for Customer Onboarding at Scale!

CustomerSuccessBox

The general agreement is that successfully onboarding a customer on a B2B SaaS platform involves ensuring the customer knows how to use your product. Yet, it’s often easy said than actually done, especially, when you’re looking for Customer Onboarding at Scale. Most often, you will realize that your customers gradually start moving from the onboarding process even before they start seeing your product’s value.

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What Is Call Center Voice Analytics and How Does it Help My Business?

Advantage Communications

Call center voice analytics, also called speech analytics, reviews voice recordings and live conversations to provide quality assurance, compliance support - giving call centers and contact centers unique customer service insights that lead to a competitive advantage.

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Customer friction points: How to identify and tackle them?

NobelBiz

NobelBiz | Blog Customer friction points - How to identify and tackle them? Published on 21. June, 2022 For customers, making a phone call is the simplest and quickest way to obtain information or a resolution to a problem. However, from a customer service point [.]. The post Customer friction points: How to identify and tackle them? appeared first on NobelBiz®.

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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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6 Steps to Empowering Agents with Workforce Engagement Management [Part 1]

ConvergeOne

What factors determine whether a contact center interaction produces a positive outcome? Often, it’s the agent that makes the difference, but this doesn’t tell the whole story. How was the “right agent” trained? Why was the call routed to that employee? What business systems supported the interaction? To ensure the quality of every customer interaction, contact center managers need a business system – a repeatable approach.

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Ensure SOP Adherence For The Troubleshooting Process With These 4 Ways

Knowmax

The post Ensure SOP Adherence For The Troubleshooting Process With These 4 Ways appeared first on Knowmax.

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Quality standards that align with customer experience

Brad Cleveland Blog

Dee Hock, founder and former CEO of the credit card system that became VISA International, once said, “Simple, clear purpose and principles give rise to complex and intelligent behavior. Complex rules and regulations give rise to simple and stupid behavior.” … Continue reading → The post Quality standards that align with customer experience appeared first on Brad Cleveland.

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Blue Ocean Is Diving into the Deep Waters of Podcasting!

BlueOcean

If you know me or any of my stellar Blue Ocean colleagues personally, you know we can talk for days about customer experience. And why wouldn’t we be excited to chat? We hold the keys to CX, one of the biggest differentiators brands have at their disposal today. As champions of the call center, it’s up to us to remove every pain point we can from the customer’s path.

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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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Free Trial vs Product Demo: Which Is Right for Your SaaS Company?

SmartKarrot

A customer chooses to partner with a company because of the product. SaaS companies either choose freemium or product demos to sell the product to customers. But which one is better? Free trials are considered the best way to get the product sold. However, some consider paid product demos better. This article examines how SaaS companies can prefer demonstrating the product.

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Identify mangrove forests using satellite image features using Amazon SageMaker Studio and Amazon SageMaker Autopilot – Part 1

AWS Machine Learning

The increasing ubiquity of satellite data over the last two decades is helping scientists observe and monitor the health of our constantly changing planet. By tracking specific regions of the Earth’s surface, scientists can observe how regions like forests, water bodies, or glaciers change over time. One such region of interest for geologists is mangrove forests.

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Improve Contact Center Productivity with WFM Software

Playvox

The requirement to provide a better customer experience while improving productivity and controlling costs is paramount in contact centers at the best of times. During a recession, it could be the difference between survival and failure. Workforce management (WFM) continues to be one of the most important contact center productivity tools. By optimizing the use of the new generation of WFM solutions, contact centers can reduce staff-related costs by 10-20%, enabling them to come through the rece

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Introducing Delighted’s Link platform revamp: New in-app survey link builder

delighted

No matter how you connect with your customers, link surveys allow you to capture feedback through any unique channel that exists along the customer journey – email signatures, social media posts, support chats, receipts, in-store posters, and more. However, it’s crucial to include context and segmentation with each link survey response. Why? Because the more context you gather with your surveys, the quicker and easier it is to understand and act on the feedback.

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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.

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Jun 21 – Customer Success Jobs

SmartKarrot

Role: VP of Customer Success Location: Remote, United States Organization: Infogrid As a VP of Customer Success, you will ensure Infogrid’s customers achieve high rates of product adoption, realize significant value, thereby leading to high net dollar retention. Grow and manage a team with impact in mind, seeking to maximize ROI and value for customers.

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Why Your Omnichannel Customer Experience Needs Omnichannel Analytics

LiveVox

Does your contact center have a single view of the customer journey? Use omnichannel analytics for actionable insight to help deliver seamless customer experiences. The post Why Your Omnichannel Customer Experience Needs Omnichannel Analytics appeared first on Livevox.

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Accelerate your career with ML skills through the AWS Machine Learning Engineer Scholarship

AWS Machine Learning

Amazon Web Services and Udacity are partnering to offer free services to educate developers of all skill levels on machine learning (ML) concepts with the AWS Machine Learning Engineer Scholarship program. The program offers free enrollment to the AWS Machine Learning Foundations course and 325 scholarships awarded to the AWS Machine Learning Engineer Nanodegree, a $2,000 USD value, powered through Udacity.

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Upgrade Your Live Chat Experience with New Bot Images

TeamSupport

Human brains are wired to process images 60,000 times faster than text. The age-old adage that “a picture is worth a thousand words” is apparently severely undershooting it. Not only that, but an image has the ability to instantly traverse cultural and lingual barriers. Heard of the painting The Starry Night by Vincent van Gogh? Imagine it was just the framed text “De Sterrennacht.”.

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Contact Center Dialers Demystified

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.