Fri.Aug 27, 2021

article thumbnail

Speech Analytics: The Myths, The Truths, and Best Practices

USAN

High-performing contact centers appreciate the art of listening. The very best also practice the science of listening, and AI-enhanced speech analytics solutions can help. Put simply, speech analytics captures the voice of the customer and turns unstructured language into usable — and insightful — data. Speech analytics transforms agent-customer conversations into a rich transcript to categorize what was said and accurately perform root cause analysis.

article thumbnail

Guest Post: 5 Reasons Why Customer Experience is the Pulse of Every Business

ShepHyken

This week we feature an article by Jafar Sadhik, a digital marketer in the fields of SaaS tools, data management, and finance management. He writes about how customer experience can determine the lifeline of a business. What makes a business stand out from the crowd? It is the volume of customers that makes the difference to a considerable extent. Hence, customer satisfaction has become a very important factor for the sustainability of a business.

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

How to Build a Five-Star Customer Success Strategy (+5 Real-Life Examples)

HelpCrunch

If you are here, you’ve already realized that nowadays brands can’t rely entirely on their product’s quality. A good product itself doesn’t mean anything. Imagine, you have a silver fork, but what it matters if [ … ]. The post How to Build a Five-Star Customer Success Strategy (+5 Real-Life Examples) appeared first on HelpCrunch blog.

118
118
article thumbnail

7 Ways to Come Up With a Business Idea

ThriveableBiz

How to come up with a business idea, is a question I’ve been asked many times over my business career and through my volunteer mentoring. Right now, so many of us are looking for a change, for freedom, because we’re either sick and tired of the ways things are being done, or we need to think laterally about our future. Running a small business is one of the most rewarding experiences, and I’m a firm believer that there are lots of opportunities, as long as you know where to look.

Finance 94
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

5 Types of Business Phone Numbers and Why You Should Use Them

VirtualPBX

Business phone numbers offer a reliable and professional way for callers to contact your business. Aside from presenting a credible public appearance, business numbers can help you reach local, national, and international customers. Additionally, the various business numbers offer different advantages, such as aiding branding, improving accessibility, and tracking campaign performance.

More Trending

article thumbnail

TCPA Penalties That Will Make You Triple Check Your Call Center Compliance

TCN

TCPA call center compliance entails a number of regulations, responsibilities, and practices that are intended. The post TCPA Penalties That Will Make You Triple Check Your Call Center Compliance appeared first on TCN.

article thumbnail

How can the Customer Success Manager leverage Sales and Support to drive Renewals?

CustomerSuccessBox

One of the most debated topics that are prevailing around the SaaS world is about- Who should be owning renewals? Customer Success team or the Sales team. A study shows that the companies that most of the SaaS Companies follow one of these three types of Renewal ownership model-. Model 1: Sales owns new logos, expansion, and renewals Model 2: Customer Success owns expansion and renewals Model 3: A separate customer-focused sales team owns expansion and renewals.

Sales 52
article thumbnail

VIDEO: What It Means to Be a Certified Call Center

NobelBiz

Bruce Belfiore is a topmost expert in the field of call center benchmarking, training and certification. In this First Contact episode, he talks about all the main pillars of his business, Benchmark Portal, and how they were shaken up in the past year. The post VIDEO: What It Means to Be a Certified Call Center appeared first on NobelBiz®.

article thumbnail

High 5: A conversation with Wassi Arambatzis.

5CA

The post High 5: A conversation with Wassi Arambatzis. appeared first on 5CA.

52
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

VIDEO & ARTICLE: Call Center Empathy Training – How to Do It Right

NobelBiz

Bruce Belfiore is a topmost expert in the field of call center benchmarking, training and certification. In this First Contact episode, he talks about all the main pillars of his business, Benchmark Portal, and how they were shaken up in the past year. The post VIDEO & ARTICLE: Call Center Empathy Training – How to Do It Right appeared first on NobelBiz®.

article thumbnail

High 5: A conversation with Wassi Arambatzis

5CA

The post High 5: A conversation with Wassi Arambatzis appeared first on 5CA.

52
article thumbnail

VIDEO: How Bruce Is Helping Non-profit Call Centers

NobelBiz

Bruce Belfiore is a topmost expert in the field of call center benchmarking, training and certification. In this First Contact episode, he talks about all the main pillars of his business, Benchmark Portal, and how they were shaken up in the past year. The post VIDEO: How Bruce Is Helping Non-profit Call Centers appeared first on NobelBiz®.

article thumbnail

Decision tree for telecom companies to improve customer experience

Knowmax

Decision tree for telecom companies to improve customer experience.

article thumbnail

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

article thumbnail

VIDEO & ARTICLE: How to Train Call Center Agents Remotely Correctly and Efficiently

NobelBiz

Bruce Belfiore is a topmost expert in the field of call center benchmarking, training and certification. In this First Contact episode, he talks about all the main pillars of his business, Benchmark Portal, and how they were shaken up in the past year. The post VIDEO & ARTICLE: How to Train Call Center Agents Remotely Correctly and Efficiently appeared first on NobelBiz®.

article thumbnail

Aug 27 – Customer Success Jobs

SmartKarrot

Role: Vice President of Customer Success Location: Remote, Salinas, CA, US Organization: HeavyConnect As a Vice President of Customer Success, you will act as a role model of HeavyConnect’s values for the Customer Success teams and build on the SaaS customer-centric environment. Lead the global Customer Success teams and strategies, translating company vision and objectives into tactical plans to meet the goals.

article thumbnail

VIDEO: Call Center Omnichannel Metrics that Matter Today

NobelBiz

Bruce Belfiore is a topmost expert in the field of call center benchmarking, training and certification. In this First Contact episode, he talks about all the main pillars of his business, Benchmark Portal, and how they were shaken up in the past year. The post VIDEO: Call Center Omnichannel Metrics that Matter Today appeared first on NobelBiz®.

article thumbnail

CSAT, NPS, and CES: Customer Satisfaction Score Industry Benchmarks

SmartKarrot

You might be wondering what makes a good customer satisfaction score in your industry. If only there were a way out to compare your performance with your competitors. That is when the underlying concept of benchmarking has made lives easier. By comparing your survey scores with the scores of your competitors, you tend to add more context to your scores.

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

From Burnout to Balance: Reinventing QBR Workflows for CS Leaders

ChurnZero

This is a guest blog post by Shoshana Luria from PandaDoc. Customer Success (CS) is a core business function, and for some B2B companies, CS is a growth engine. Customer Success Managers (CSMs) are responsible for collecting and analyzing customer feedback, managing customer communications, and setting up self-service resources. Among all of the responsibilities of a CSM, their number one priority is to have high-value conversations with customers.

Metrics 98
article thumbnail

What is the meaning of CX?

ViiBE Blog

ViiBE Blog. What is the meaning of CX? Customer experience. Insurance , Retail , SMB. Charles Street. August 27, 2021. Share this article. Share on facebook. Share on twitter. Share on linkedin. Share on whatsapp. Share on email. Contents. Share this article. Share on facebook. Share on twitter. Share on linkedin. Share on whatsapp. Share on email. Contents.

article thumbnail

Customer Success is important for early-stage startups! Know why and how to implement it

CustomerSuccessBox

According to the popular definition, about half of startups survive the first 5 years and only 1 in 200 become actual scaleups. Many startups in their early stages believe that customer success isn’t for them. Well, that’s something where they get it wrong! Let me tell you why-. While the startup is still exploring its potential and discovering in what way it can best present its product, the scaleup has already found that sweet spot.

article thumbnail

From Burnout to Balance: Reinventing QBR Workflows for CS Leaders

ChurnZero

This is a guest blog post by Tamiracle Williams from PandaDoc. Customer Success (CS) is a core business function, and for some B2B companies, CS is a growth engine. Customer Success Managers (CSMs) are responsible for collecting and analyzing customer feedback, managing customer communications, and setting up self-service resources. Among all of the responsibilities of a CSM, their number one priority is to have high-value conversations with customers.

Metrics 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.