Fri.Sep 24, 2021

The Recruitment Tsunami


By Jason Mercer-Pottinger During a recent CCNG Town Hall I discussed with members the strategies and incentives contact centers are using to address a very challenging labor market.

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Guest Post: How SaaS Companies Can Use Customer Experience to Drive Sales

Shep Hyken

This week we feature an article by Noa Danon, co-founder and CEO of EverAfter, a company that helps build lasting relationships with customers and partners using data and content. She writes about how companies can keep their customers happy while looking for opportunities to sell more.

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6 Steps to Rock Your Customer Success Software Implementation


6 Steps to Rock Your Customer Success Software Implementation. At some point or another, we’ve all learned the hard lesson that rework is costly – whether it’s at the expense of your time, money, or sanity.

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Customer Onboarding Specialist Job Description: Templates and Examples

Help Scout

Since there are multiple, distinct steps in the customer journey , some companies choose to separate these steps and have them managed by separate roles: The sales team handles pre-sales. A customer onboarding specialist manages onboarding. A customer success specialist owns lifecycle management.

AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!

The Transformational Value of Interaction Analytics

DMG Consulting

The Transformational Value of Interaction Analytics. July 7, 2021 Donna Fluss. View this article on the publisher’s website. INTERACTION ANALYTICS (IA) has proven its worth and benefits in the best and worst of times.

More Trending

Why we need to think of the contact centre as a revenue engine


Date: Friday, September 24, 2021 Author: Pauline Ashenden - Demand Generation Manager Why we need to think of the contact centre as a revenue engine. Published on: September 24, 2021.

What’s the future of the Customer Success tech stack?


This week in our blog series, This is Digital Customer Success , our Head of partnerships, Mile Barnes explores why there isn't a blueprint for the CS tech stack and what the future holds.


CX Webinar: Driving Customer Lifetime Value with Effortless Experience

CSM Magazine

CX is the key to creating customer lifetime value, and your experiences are what sets you apart in this hyper-competitive landscape. So how do we create experiences that keep the customer coming back for more? Register now to join live or pre-order the recording!

How Combining Voice and Video Powers an Omnichannel Customer Experience


Today’s customers don’t just want tailored experiences, they expect them. This is even truer when they reach out to contact centers to receive support for an issue. Customers crave one-on-one interactions with agents who are empathetic to their frustrations and able to provide useful solutions.

The Art of Community: Higher Logic & Vanilla Forums Super Forum!

Speaker: Keynote Speaker, Guy Kawasaki, Chief Evangelist, Canva

In its 12th year? Super Forum is the largest and most comprehensive conference for executives, community managers, marketing, membership, and customer success professionals who want to connect, engage, and create better customer and member experiences. And this year, we’re going even bigger as we add Vanilla’s highly regarded Conversations conference into the mix. Register today!

How to Improve Your Customer Service

CSM Magazine

Keeping your customers happy is essential to running a successful business, but many entrepreneurs forget to factor customer service into their day-to-day workload. Falling behind on looking after your customers’ needs and failing to resolve their problems can be really detrimental in the long run.

3 ways to turn your contact centre into a revenue generator

Enghouse Interactive

While always seen as important, customer service has traditionally been viewed as an overhead or cost to the business. Companies understand that it plays a vital role in onboarding and retaining customers, but they’ve not been able to link it to actual revenues. That meant that the major focus within the contact centre was on improving productivity and reducing costs without impacting customer satisfaction.

10 Technologies to Transform Customer Experience in 2021


10 Technologies to Transform Customer Experience in 2021. Customer Experience

10 Powerful Strategies for Creating Winning B2B Customer Experience in the Post-COVID-19 Era


The COVID-19 pandemic has taken its toll on the B2B customer experience. We are already seeing the outpouring of orders, commotion in the supply chain, changes in customer behavior, store closures, and more.

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How Product Teams Can Leverage Community

Speaker: Scott Baldwin of ProductBoard

Product Leaders, sign up if want to learn how to: - What is product excellence? - How community led and product-led growth can act as success multipliers - How to create a tight and ongoing feedback loop - How to leverage your community members to drive adoption. When: September 21st at 12pm EDT. Register today!

How to Manage Call Center Agents


Whether you are just starting out as a call center manager or are a long-time. The post How to Manage Call Center Agents appeared first on TCN. Agent Efficiency Cloud Call Center Software

Sep 24 – Customer Success Jobs


Role: Customer Success Director Location: Remote, United States Organization: Brightcove As a Customer Success Director, you will drive retention and growth among the most valuable customers by understanding their business needs and helping them succeed.

Top 10 SaaS Subscription Billing Software for 2021


As a SaaS company, you will need to keep track of the recurring billings for your products and services. When you are picking your SaaS subscription billing software, you must ensure that you have considered the specific requirements of your customers before making your decision.

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