Mon.Mar 28, 2022

article thumbnail

How to build the ultimate customer success team in 2022

OctopusTech

Getting an effective customer success team is not always easy as it requires ensuring that their success in a particular product pays off with a long-term customer experience. It requires strong leadership and a clear vision to guide your team towards success. So, the question arises is how to lead your team and achieve a great customer experience? Well, let’s have a look at the meaning, importance, and strategies that will help you build an effective customer success team.

article thumbnail

5 Top Customer Service Articles of the Week 3-28-2022

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. Research: How Employee Experience Impacts Your Bottom Line by Kate Gautier, Tiffani Bova, Kexin Chen, and Lalith Munasinghe. (Harvard Business Review) Most people believe — and research backs them up — that great customer experience drives revenue growth.

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

Success Story: Using Data Analytics to Improve First Contact Resolution in Healthcare Contact Centers

The Northridge Group

In our previous post , we discussed the importance of adopting a data-driven analytical approach to move the needle on patient/member experience, enabling higher CMS Stars Ratings and increased bonus payments for Medicare Advantage plan providers. The benefits of data insights for healthcare contact centers are plentiful and therefore worthy of further exploration.

article thumbnail

10 Challenges When Working Remotely and How to Solve Them

Select VoiceCom Blog

Undoubtedly, the COVID-19 pandemic has drastically changed the world in more ways than one. As mandatory health protocols were set in place, everyone’s daily routine has shifted into what we know now as the new normal. This also applies to different industries worldwide, as companies were forced to adopt remote working policies. The quick move […].

article thumbnail

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

article thumbnail

How to Run a Customer Service Metrics Healthcheck

Nicereply

The birds are chirping, the flowers are blooming, and spring is on its way. There’s no better time to do a little spring cleaning on your metrics. Below, we walk you through the things you should be checking on at least every year, if not more frequently! Why do a customer service metrics health check? “There are lies, damn lies, and statistics.” – Mark Twain.

Metrics 98

More Trending

article thumbnail

Enterprise Connect – Quick Take - Happy, Engaged, Busy and Fun!

Jon Arnold

Last week’s Enterprise Connect 2022 was as much a vibe as it was a conference about the state of communications technologies for enterprises and contact centers. There was plenty of the latter - as always - but the real story was about Enterprise Connect finally returning to being fully in-person. This sure was a big hump for everyone to get over, and by all accounts, that’s what happened.

article thumbnail

Everything You Need to Know About the Communication Maturity Model

Kapta Customer Success

The key to excellence is communication. Every member of your team benefits from strong internal communication practices , intuitive communication tools, and easier access to information. Your clients also benefit from more structured client-facing communication and fewer internal silos.

97
article thumbnail

How to Create a High-Performance Website Design

JivoChat

Do you want to build a website to boost your business? Website design is a key factor, which impacts how people interact with your pages, feel compelled to follow your calls to action, and how they see your brand too. . Website design has a crucial role in user experience and needs to be thought about carefully. But, what to consider when designing each page?

article thumbnail

Where First-Rate Technology Meets End-to-End Customer Service

Cyara

Look "Beyond the Sale" to Realize the True Value of Automated Testing. How’s your testing going? As call centers try to keep pace in the age of digital transformation, the demand for robust, fast and flexible CX testing and monitoring is growing just as rapidly. The shift to cloud-based technology makes contact centers more agile and scalable, but it opens the door for a multitude of new CX problems if it’s not supported with a thorough, automated testing program.

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

FAQ: Retiring the SnapEngage Brand

TeamSupport

Everything you need to know about the upcoming sunsetting of SnapEngage. First of all, SnapEngage isn’t going anywhere. TeamSupport’s Messaging and Live Chat product is SnapEngage, but now with a new name and brand, and soon, an updated online presence on the parent TeamSupport website. You may have already noticed that we have been updating the name across channels and moved SnapEngage activity, such as blogs and social media, over to the TeamSupport site.

75
article thumbnail

The 80/20 Pareto Rule for Customer Success

CustomerSuccessBox

Do you assume everything in this world is equally distributed? Well, we might be wrong in that assumption! In this blog, we talk about how the 80/20 Pareto rule is applicable to customer success. But first, a little backstory. Hear the interesting story: Do you know the man whose head was struck by an apple? I say, it is Isaac Newton and if you recollect, there’s one of the laws of motion on that incident!

article thumbnail

Tips for Customer Service Agents Using Telephone Interpreting | GLOBO 

The GLOBO Blog

With the United States now more culturally diverse than ever, language support and telephone interpreting have grown to be a necessary component in call center customer service. In order for any organization to meet the needs of their customers, the lines of communication must be open, and language barriers must be dissolved. Telephone interpreting via language support services allows call center agents working for organizations to openly communicate with those who speak a different language.

article thumbnail

Artificial Intelligence (AI) + Customer Success =Prescriptive Customer Success!

CustomerSuccessBox

Most SaaS firms see Customer Success as a necessary evil. However, it’s a growth strategy! Customers buy your product to achieve their goals. If they do, you’ll have more revenue in the form of renewals, upsells, etc. It is the responsibility of the customer success team to ensure that a customer makes a repeat purchase. So, customer success is the ‘growth hack’ that your SaaS firm is looking for!

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

Tips for Customer Service Agents Using Telephone Interpreting | GLOBO 

The GLOBO Blog

With the United States now more culturally diverse than ever, language support and telephone interpreting have grown to be a necessary component in call center customer service. In order for any organization to meet the needs of their customers, the lines of communication must be open, and language barriers must be dissolved. Telephone interpreting via language support services allows call center agents working for organizations to openly communicate with those who speak a different language.

article thumbnail

Customer Service vs Customer Experience: The Basics of Support

Helpware

article thumbnail

Technical Acumen Is a Good to Have Skill and Not a Must-Have Skill

SmartKarrot

When a customer success manager goes out for an interview, there are always some skills that an interviewer will look out for. A few of the most popular skills are empathy, problem-solving, communication, and relationship management. People from various backgrounds, including economics, arts, and commerce, would love to enter customer success but are unsure whether technical proficiency is an essential qualification.

article thumbnail

An invite from You Mon Tsang to BIG RYG 2022

ChurnZero

Big news. BIG RYG 2022 is back in D.C. October 12-13. . One of the coolest things I get to do every year as the CEO of ChurnZero is invite you and other incredible Customer Success leaders to attend, share their knowledge, and set the tone for the future of the industry at the best annual Customer Success conference out there: BIG RYG* 2022. . Why is it the best?

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.

article thumbnail

Advocacy Marketing: What It Is and How to Make It Work for Your Business in 2022

SmartKarrot

While digital marketing still holds a lot of relevance, several other marketing strategies have emerged. For instance, there is influencer marketing – one of the most popular techniques of marketing today. Customers tend to believe the testimonials of an influencer (much more than the visually appealing ads). This makes influencer marketing a huge hit.

article thumbnail

Does NPS Equal Customer Happiness? Our Customer Care Team Weighs In

aircall

Since the early 2000s, NPS has quietly revolutionized the world of business. . A business’s NPS is a single number that offers a way for organizations to measure customer experience and predict growth. So how does it work? Calculating an NPS is simple. Customers are asked a single question: to rate, using a 0–100 or 0–10 scale, “How likely is it that you would recommend [brand] to a friend or colleague?

article thumbnail

Mar 28 – Customer Success Jobs

SmartKarrot

Role: Customer Success Director Location: Remote, New York, NY, US Organization: Impact As a Customer Success Director, you will be delivering world-class support to the top clients. Maintain a balanced proactive/reactive relationship with your assigned accounts. Expand Impact.com’s presence in the client organizations by developing relationships and facilitating strategic review sessions with senior-level people that have decision-making authority.