Fri.Dec 06, 2019

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How to Fix Your Customer Service Resume

CSM Magazine

A resume is an introduction of yourself to your potential employer and summarizes your experiences, skills and accomplishments among other things. For this reason, your resume needs to well thought out and written to make it stand out and give your potential employer the necessary information. Some of the most important things to focus on when writing your resume include the format, grammar, relevance of the information given and the length of the resume.

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7 Questions That Reveal Whether Your Company is Committed to CX

Beyond Philosophy

When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. I wondered how I did that. When I thought about it, there were some common telltale cultural signs organizations share that indicate where their focus lies. This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is.

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Guest Blog: How to Provide Fast and Personal Customer Support in a World that Cannot Wait

ShepHyken

This week we feature an article by Valeriya Yordanova who writes about how customer support agents can deliver the fast and personal customer support that today’s customers demand. Unfamiliar with the concept of waiting, customers want their problems solved now with minimum effort from their side. They don’t want to be put on hold, transferred to another support agent or requested to explain their issue over and over again.

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What is the Role of the Customer Experience Officer (CXO)?

ClientSuccess

The customer experience (otherwise known as CX) is quickly moving to the forefront of considerations that are required for exceptional marketing. It directly impacts the perception of your brand in the eyes of your prospective, current, and past customers. . When you consider the type of experience each one of your customers is having when they interact with your business, is it a positive one or a negative one?

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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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8 B2B Customer Support Breakthroughs to Prepare for In the Next Decade

TeamSupport

As we look forward into the next decade, let's first reflect back to the previous one and the impact it had on customer support. The 2010's was a decade driven by the emergence and evolution of mobile technology, making it easier to communicate than ever before. It also launched "big data" into the mainstream, and support teams had more information about their customers than ever before.

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What is the Difference Between Customer Service and Customer Support

ProProfs Blog

Customer service and customer support may seem like semantics; even Google does not make a difference in them. And you have probably come across tons of instances online where these terms are often used interchangeably. So, you think that they basically mean the same thing, right? What if we told you that you are not right! Each of these terms is customer-facing disciplines, but they cannot be used in place of the other.

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The CSM’s Guide to Holiday Gifting

ChurnZero

This is a guest post by Meira McFarquhar, Content Specialist at Sendoso. . The CSM’s Guide to Holiday Gift Giving. Customer Success Managers have a lot on their plate. . CSMs are responsible for the challenging but rewarding task of keeping their customers engaged with their company, quelling any major concerns or issues customers are facing, and helping customers extract the most value from their product. .

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How to Use Real Time Feedback Survey for Business Growth & Development

ProProfs Blog

Immediately after an Uber ride, you are asked a heartfelt question, “ How was your recent trip with (the driver’s name)? After providing a star rating, you are asked to. “Give a compliment?”. Giving feedback at that time can feel like a task sometimes, especially when you are in a hurry to start/end your day. But it is this simple feedback that is helping Uber and other ridesharing companies keep only the best drivers on the road.

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Infographic: 5 Time-Intensive Tasks Your Workforce Management Software Should be Doing for You

Aspect

You know how it goes, we all have so much to do and there never seems to be enough time to get it all done. It’s frustrating. But there are some ways to get some time back, especially when it comes to scheduling , forecasting and real -time workforce management. . Now is the time to work smarter, not harder. Enterprise contact centers need best-in-breed tools (not spreadsheets) to take on more of the heavy lifting , making it easier and faster for you to be sure you have the right agent in

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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 the Role of the Customer Experience Officer (CXO)?

ClientSuccess

The customer experience (otherwise known as CX) is quickly moving to the forefront of considerations that are required for exceptional marketing. It directly impacts the perception of your brand in the eyes of your prospective, current, and past customers. . When you consider the type of experience each one of your customers is having when they interact with your business, is it a positive one or a negative one?

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Here’s what small businesses need to know about phone calls

Infinity

Running a small business can seem like juggling multiple balls, whilst standing on a tight-rope. Except that, the balls are on fire, the tightrope is made out of floss, and the room is pitch black. So really, we take our hat off to small businesses everywhere. A small business needs to make sure every penny counts. That every channel is working in perfect tandem to generate results for the company.

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Fix Call Center Customer Satisfaction

ChaseData

When it comes to call center customer satisfaction, there are many ways to improve your company’s approach. However, there are perhaps just as many - or perhaps even more - ways to sabotage your own success. Here, we’ll show you some of the things your contact center might be doing to let your customers down - and how you can fix them.

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10 Tips for Selecting the Graduate with the Most Potential

CSM Magazine

Despite the much-hyped economic growth in the country, many graduates still have a hard time finding suitable jobs. One of the many complaints by employers is that graduates don’t have relevant skills for the changing job market. The thing that best demonstrates a job market candidate’s skills, training, and applicant’s aptitudes in certain area is a career paper.

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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 Does Influencer Marketing Improve Customer Experience

LiveChat

Let me share something interesting with you. Around 40% of people online use ad blockers. The rest? They’re blind to ads. That means there’s no easy way of reaching your customers. The future of ads looks bleak. It’s almost non-existent as more and more people are shutting ads out of their lives. Even if you were able to somehow break the barrier set up by ad blocks, there’s little use.

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Home for the Holidays: Managing Time Off During the Holiday Season

Pipkins

For the majority of our contact center customers, Thanksgiving and Christmas are the busiest time of the year. Thankfully, these companies employ Pipkins for their scheduling, time management, and vacation planning to help simplify the complications that arise during the holidays. Many other businesses also experience the holidays as peak service time, so employees planning to take off for an extended period of time needs to be planned early, if it is allowed at all.

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How Does Influencer Marketing Improve Customer Experience

LiveChat

Let me share something interesting with you. Around 40% of people online use ad blockers. The rest? They’re blind to ads. That means there’s no easy way of reaching your customers. The future of ads looks bleak. It’s almost non-existent as more and more people are shutting ads out of their lives. Even if you were able to somehow break the barrier set up by ad blocks, there’s little use.

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Newsletter Time - December Issue Now Published

Jon Arnold

If you’re a subscriber, you already know that, and for everyone else, this is a simple prompt. If you want to more closely follow what I’m seeing, talking about and writing about in the communications technology space, then you’ll find my monthly newsletter of interest. It’s called JAA’s Communications and Collaboration Review , it’s free, and you can subscribe here in no time.

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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.

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Twist or stick? It’s your choice

Eckoh

Almost every business has legacy technology. It makes perfect sense to extending its life. But it can be a burden managing legacy systems that require specialist knowledge that may not be available from your original vendor nor from your organization. Legacy means anything handed down from previous times. What’s different today is that technology becomes ‘legacy’ far more quickly.

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More Than 500 IT Professionals Chose Their Preferred Customer Service Management Vendors

CSM Magazine

… and it’s probably not who you think. Senior sales and operations executives have an array of vendors from which to choose to meet their diverse customer service management (CSM) needs. From handling customer conflict resolution and product returns to providing insights around service backlogs, technology today is more sophisticated than ever to meet the CSM needs of companies in a variety of industries.

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Poly Builds on Its 50-Year Heritage of Contact Center Solutions Designed to Enhance Customer Satisfaction

CSM Magazine

Poly , formerly Plantronics and Polycom have announced the additions of the EncorePro 300 headset and MDA 500QD series audio processor to its industry-leading portfolio of devices for the modern-day contact center. Reliable contact center devices continue to be driven by evolving voice and video needs – in fact, according to a study by Nemertes Research, 55% of self-service instances eventually escalate to voice interactions with contact center agents, proving the need for reliable headset