Mon.Nov 28, 2022

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5 Top Customer Service Articles of the Week 11-28-2022

ShepHyken

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. When CEOs Engage Directly with Customers by G. Tomas M. Hult. (Harvard Business Review) Customer expectation in the United States has held steady for the last decade, while customer satisfaction has deteriorated.

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Top call center metrics your organization should care about

Callminer

Call center metrics, including call tracking metrics, can make improving operations at your contact center much easier to manage. Read this blog for the top metrics to consider and measure.

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Creating Connection to Improve Work Culture with Chris Hsiung

Russel Lolacher

In this episode of Relationships at Work, Russel chats with speaker and Police Chief of the Mountain View Police Department Chris Hsiung on how communication and creating connection within an organization can improve workplace culture. A few reasons why he is awesome – He’s a speaker and writer on engagement, and the Police Chief of the Mountain View Police Department, rising through their ranks over the last 20 years.

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Deploy an MLOps solution that hosts your model endpoints in AWS Lambda

AWS Machine Learning

In 2019, Amazon co-founded the climate pledge. The pledge’s goal is to achieve net zero carbon by 2040. This is 10 years earlier than the Paris agreement outlines. Companies who sign up are committed to regular reporting, carbon elimination, and credible offsets. At the time of this writing, 377 companies have signed the climate pledge, and the number is still growing.

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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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How SaaS Unicorn Pipedrive Uses Klaus, Aircall & Intercom to Provide Excellent Customer Service

aircall

Pipedrive is a SaaS unicorn—a deal-driven CRM solution which empowers marketing and sales teams. There are 900 employees globally, serving 100,000 businesses across 179 countries. Their support team is in high demand, using Intercom & Aircall to connect with customers. . Pipedrive’s support team comprises 90 agents, divided into two tiers with different specializations, providing support officially in five languages—English, Portuguese, French, Spanish, and German.

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Capacity Planning in Customer Success

Education Services Group

As presenters at ChurnZero’s BIG RYG 2022, Jordan Olivero and I discussed segmentation, tiering, and capacity planning in our session: Financial Modeling for Customer Success: From the Top Down and Bottom Up. The question 100+ CS leaders showed up to answer was: “How do I cover my entire install base of customers in the most efficient way possible?” Our recommendation is to focus on the fundamentals.

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New Podcast - with Intermedia, Talking About Cloud Migration

Jon Arnold

UK-based EM360 enlists me to host podcasts with their sponsors from time to time, and for this episode, I was in conversation with Mark Sher from Intermedia. There’s a lot of ground to cover with cloud migration, and in the case of UCaaS - as well as CCaaS - the challenge is educating the end buyer about the rationale. This is very much a you-can’t-get-there-from-here story, and for anyone still on the fence about cloud for business communications, you’ll want to check our podcast out.

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Cost Objections Are Up 30% For Contact Centers in Q4

Balto

Share on Twitter. Share on Facebook. Share on LinkedIn. Share on Email. With the inflation rate currently hovering around 8% , it is not a surprise that consumers are decreasing their spending across a variety of verticals. The Conversation Excellence Lab analyzed data derived from our 160 million calls to understand how economic trends and cost objections are making their ways into agents’ phone conversations with consumers in a variety of industries.

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To App or Not to App: Is a Mobile App Right for You?

Zappix

Between developing and maintaining a mobile app, corporations stand to spend thousands on a service that might not be used very often. One user's tweet went viral when she cited the popular opinion that customers don't want to download native apps for each business they.

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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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How Do Indoor Positioning and Navigation Improve the Customer Experience?

CSM Magazine

Indoor navigation and indoor positioning are useful tools for optimizing business processes and improving the customer experience. These systems work based on geolocation and allow companies to remain competitive. With their help, you can improve customer service, increase customer loyalty to your company, and develop an effective and lucrative marketing campaign.

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Busted: 7 myths about Oracle SAM tools

Unymira

Third-party Oracle licensing consultants tend to tell their clients that Oracle Software Asset Management (SAM) tools are weak, lacking capabilities and accuracy. In the end, helping you with Oracle compliance calculation or an Oracle audit is consultants’ bread and butter. However, what are the differences between standard Oracle licensing services and a professional Oracle SAM tool and is the latter really that bad?

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What Is a Double up in Trading?

CSM Magazine

Who doesn’t like to double up or increase their profits? Every binary options trader yearns for that and tries to apply different strategies to achieve manifold profit. The reason for this is that although trading through binary options is very simple, the returns made through it are not. Hence, this is one of the main reasons people look for strategies or tools to double their profits.

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Concentrix and Grypp score ECCCSA for Best Innovation in Customer Service

Concentrix

Concentrix VisualCX Platform powered by Grypp, stands out as a new digital technology solution. The post Concentrix and Grypp score ECCCSA for Best Innovation in Customer Service appeared first on Concentrix.

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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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What Is DRaaS and Why Does Your Business Need It?

CSM Magazine

With the increasing digitalization of modern business models, it is critical for any enterprise to have robust security systems and backups in place. The digital world is just as vulnerable to disasters as traditional businesses. Unanticipated events could be artificial (cyber-attacks) or natural (fires, hurricanes, tornadoes, earthquakes). Even the slightest interruption could imply significant losses for a business – considering today’s reliance on the network for eCommerce.

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Coaching Tips for Account Managers | Key Account Management

Kapta Customer Success

As you prepare for the new year you’ve got ambitious goals for growth and retention. Retention is essential to meeting your growth numbers. Otherwise, it becomes less attainable with approximately 70% of annual revenue coming from existing clients. So, to ensure retention, your key account managers need to be at their best to shore up these VIP customers.

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How Recognizing Your Military Customer Base Can Boost Brand Loyalty

CSM Magazine

The military community is a loyal one. In fact, they’re the most loyal customers of all. The US Department of Defense spends billions of dollars on goods and services that cater to their needs and contribute to its mission in the field. This means that your business has a lot of ways it can work with this unique demographic. The only thing you have to be careful of is to ensure that the military offers are redeemed by the military community only.

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Nov 28- Customer Success Jobs

SmartKarrot

Role: Customer Success Manager Location: New York, United States (On-site) Organization: Talon.One As a Customer Success Manager, you will delight customers with continual support and proactive suggestions making their business more successful. Work closely with Technical Account Managers and the development team to integrate, troubleshoot technical issues and provide 2-way feedback from and to customers.

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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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How to Safely Launch Your Customer Service Software to Market

CSM Magazine

The excruciating days of writing code, testing features, and debugging are finally over. You’ve created a customer service software solution that’s as close to perfection as it gets. Now it’s time to get the word out and launch your software to the real world! But you don’t want to get too ahead of yourself. Launching a new piece of software can be an exciting yet nerve-wracking experience.

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Top 5 Higher Education Customer Service Trends for 2023

Comm100

Colleges and universities often find themselves pulled between tradition and innovation. Since the COVID-19 pandemic first forced an experiment in remote learning, student support has also been caught been traditional phone offerings and new digital channels. Now, as we look to the future of customer service in higher education, we see that institutions are expanding on the progress of remote learning tools with new channels for student services.

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Prioritize Fraud Detection in the Gig Economy

24-7 InTouch

By the end of 2023, the gig economy is projected to reach a total gross volume of $455.2 billion. To say that this market has exploded over the last couple of years would be an understatement. . Millions of people worldwide participate in the gig economy in a variety of ways. From providing ride-hailing services to delivering fast food or groceries, to hosting a vacation rental or even becoming a nanny, there are countless opportunities for individuals interested in generating additional income.

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Best Website Survey Questions [+Examples]

Nicereply

Let’s explore the best website survey questions & get the most out of your surveys with Nicereply! Whatever business you are in, your customers are your best source of meaningful feedback and insights into how you can improve their experience. You can leave all the guesswork behind by simply asking customers to share their thoughts right while they are browsing your website.

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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.

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Types of LMS Integrations and How They Benefit Your Business

CSM Magazine

A learning management system can pave the way for a variety of beneficial business results. You are investing in the success of your employees, customers, partners, and your organization as a whole when you spend money on online learning. When adopting a new LMS, ensure its compatibility. The full integration of learning management systems into your technology stack is necessary for it to be completely effective.

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AWS Unveils New AI Service Features and Enhancements at re:Invent 2022

AWS Machine Learning

Over the last 5 years, artificial intelligence (AI) and machine learning (ML) have evolved from a niche activity to a rapidly growing mainstream endeavor. Today, more than 100,000 customers across numerous industries rely on AWS for ML and AI initiatives that infuse AI into a broad range of business use cases to automate repetitive and mundane tasks—from intelligent demand planning to document processing and content moderation.