CSM Magazine

MAY 9, 2022

Regardless of industry, customer service is always one of the most important aspects of running a successful business. Not only does excellent customer service set you apart from your competition, but it also helps you to improve customer retention rates while extracting the maximum value from each of your engagements. On top of this, it’s estimated to take 12 positive customer experience s to make up for one negative experience, so it’s definitely worth your while reinforcing compet

Customer Service 52

Customer Service Best practices Customer retention Consulting 52

ShepHyken

MAY 9, 2022

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. Customer Experience Conundrum: Fix Bad Experiences or Make Good Ones Better? by Michael Manfredo. (CMSWire) In design thinking, we use research and data to understand how the customer experiences the journey — and we empathize with the customer’s feelings at every step, payi

Customer Service 167

Customer Service Engineering Personalization Surveys 167

Myra Golden Media

MAY 9, 2022

We all know a few customer experience Chumps—they talk a big game but don’t actually deliver on excellent customer experience. On the other hand, CX Champs understand that customer experience is a team sport and takes a lot of different elements. At GetFeedback’s 2021 virtual event, The CX Impact Summit , customer experience experts Myra Golden and Jeannie Walters played the CX maturity game: Champ or Chump to demonstrate the different levels of maturity in CX programs.

Metrics 156

Metrics Customer Experience 156

Kapta Customer Success

MAY 9, 2022

Developing a strong key account management team can be a significant asset for your business. But strategic and key account management teams won't just emerge from your sales and AM department fully formed and ready to grow revenue or build multi-year client relationships. Instead, it requires a methodical approach, realistic goals, a customer-centric focus, and an evolving mindset.

Accountability 98

Accountability Management Customer centricity Sales 98

Advertisement

Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

A Better Answer

MAY 9, 2022

The challenges facing small businesses are similar to any other — the difference is, they have to address them with smaller teams and fewer resources. They need to be creative in solving any emerging issues without compromising quality customer service. One of the main reasons some small businesses never reach their full potential is because they neglect customer service; whether you are a team of one or working with a small group, you should be using your time and resources wisely.

Customer Service 79

Customer Service 79

Certified Languages International

MAY 9, 2022

June is right around the corner, which means summer is about to start … and CMS call center monitoring is about to end. From around February to June, CMS conducts its annual Accuracy & Accessibility Study on health plan call centers that service Medicare. Part of the study is to ensure that health plans provide access to quality language services.

Healthcare 52

Healthcare Call Center 52

CustomerSuccessBox

MAY 9, 2022

A Customer Success dashboard keeps track of your company’s health in connection to your product and its users. Customers are the lifeblood of any company, therefore having a clear picture of its revenue activities is critical for expansion. Doing business while keeping a pleasant client relationship has become exceedingly challenging in today’s hyper-competitive SaaS industry.

Metrics 52

Metrics Upselling Customer advocacy CRM 52

LiveVox

MAY 9, 2022

Are your contact center agents struggling to proactively engage with customers and personalize their conversations? Or perhaps you’re dealing with low agent productivity and morale? You’re not alone. The post New Report: Agent Experience and the Shifting Digital Landscape appeared first on Livevox.

Morale 52

Morale Contact Center Personalization 52

Infinity

MAY 9, 2022

Metrics are the most effective way of monitoring and measuring the performance of your contact centres. Tracking the right metrics can unlock a wealth of insights that will make your call centre operations more effective than ever. With real customer data you can streamline the customer journey, improve call centre operations, deliver exceptional customer service and even increase your profits.

Metrics 52

Metrics Abandon rate Average Handle Time Analytics 52

Advertisement

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

Surveys

DMG Consulting

MAY 9, 2022

Contact Centers: The Next Big Thing. April 28, 2022 By Donna Fluss. View this article on the publisher’s website. It’s amazing that contact center technology is now considered “hot.” Seemingly out of nowhere, software vendors of all sizes have decided that they need to offer contact center functionality. It’s funny because little has changed in the contact center industry in the past 40 years.

Contact Center 48

Contact Center contact center solutions Enterprise Technology 48

CSM Magazine

MAY 9, 2022

What is an HR platform? An HR manager has more responsibilities between hiring, onboarding, compiling, and scheduling. The job is never easy as the human resources department is tough to manage. But with the usage of the right technology, all roadblocks could be wiped away pronto. So many HR platforms have since then developed to ease the work of the HR team.

Management 10

Management Self service Finance Analytics 10

SmartKarrot

MAY 9, 2022

Culture shapes how people think, feel, and behave. It also plays a role in what we value. As a CEO, you can influence the culture at a company using subtle cues and symbols that help your employees align with their organizational goals. Without a culture of innovation, it will be hard to beat the competition. Read on to learn how to create a culture of innovation at your company.

Finance 10

Finance B2B Best practices Accountability 10

Inbenta

MAY 9, 2022

When optimizing web content, it is common knowledge that keywords still matter. The competition for ranking for single keywords is stringent, with digital content getting published at an astonishing rate. With every shift in Google’s algorithms, new rules define how to rank content better, and brands who initially thought that effectively placing their targeted keyword as frequently as possible would suffice have found that it isn’t enough.

Management 52

Management Chatbots Engineering Technology 52

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.

Customer Experience

SmartKarrot

MAY 9, 2022

Role: Director of Customer Success Location: Chicago, IL, US (On-site) Organization: William Blair As a Director of Customer Success, you will establish a new world-class customer success team of high-performing CSMs with deep industry expertise that can deliver client value. Create and execute a talent strategy that recruits, onboards, and develops diverse talent.

Education 3

Education Metrics Best practices Customer retention 3