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Customer Success platforms are transforming the way internal and customer-facing teams work efficiently and produce exceptional customer experiences. MORE
Role: Vice President of Customer Success Location: Remote, United States Organization: Community Brands As a Vice President of Customer Success, you will build, manage, support, and monitor the team within the organization. MORE
Self-service has firmly planted itself at the core of contact center digital transformation projects. Streamlining repetitive or cumbersome activities improves the customer experience, and impacts the employee experience. Across customer experience. MORE
Looking back at our Customer Success predictions for 2020 , I can’t help but wonder if our CEO, You Mon Tsang, was gazing into his own crystal ball. Before the pandemic hit, You Mon predicted that Customer Success would undergo its first pressure test. “Be Be prepared,” he forewarned. MORE
A healthy Customer Success and Product team relationship is essential for high performing, high growth companies. When these functions aren’t aligned–you lose. Most software companies can point to areas of coordination between Success and Product and this is an excellent starting point. MORE
As we all interact more online than we ever have before, digital experiences are becoming an essential part of your CX. Like a physical experience, digital experiences should center around customers and focus on what they want so you can get what you want, customer-driven growth. MORE
After writing on Customer Experience for different business functions, we realized a need to discuss Customer Experience as a holistic strategy that applies to the whole organization at large. MORE
Customer care is a lasting method of keeping a client safe. Customer care is one step ahead of traditional customer support by developing a special relationship. Although it does not involve the whole Point A to Point B customer journey , it is made up of a chain of interactions. MORE
Steve Bederman joins the Customer Service Academy Podcast - hosted by Tony Johnson - to talk about the different ways in which you can build trust and energy in a virtual call center, plus a host of many more interesting and highly educational insights on running a contact center in general. MORE
This week we feature an article from Thomas Fordham, Co-Founder and Chief Operating Officer at TAP London. H e shares different strategies to help your business monitor and measure customer satisfaction. MORE
Customers expect a lot from your brand, and they want to be able to reach you from anywhere - on any platform. Eighty percent of customers are after more than just a great product, but also a personalized experience with seamless communication no matter what. MORE
Large software companies who want to create a lasting value are measured against the Rule of 40. The rule of 40 is an easy way to understand how to balance profitability and growth. The rule of 40 says that the combined profit margin and growth rate should exceed 40 percent. MORE
Applying analytics to pinpoint customer relevancy. The value of positive customer experience continues to grow. The 2019 Gartner Customer Experience Management Survey found that 86% of respondents say they will compete based on customer experience (CX) two years from now. MORE
Often being seen as more important than the price of the product, customer experience reigns supreme. By creating a personalized support experience, co-browsing dramatically increases consumer satisfaction. Additionally, co-browsing helps streamline KPIs thus decreasing costs. MORE
2020 was no normal year. It’s in the COVID lockdowns, economical challenges, anxiety distress, and whatnot. In all of this chaos. Customer Success was holding the fort. You kept the economical flywheel of your SaaS businesses going all through. MORE
Herb Kelleher, co-founder and former CEO of Southwest Airlines, once said, “We have a strategic plan. It’s called doing things.” ” He makes a great point. MORE
Ah, the start of a new year MORE
Paul Stockford of Saddletree Research, a leading analyst firm in the Contact Center industry, published today a Research Brief covering Xaqt's AI powered Vaccination Communication and Scheduling automation platform. The original Brief may be downloaded here. Please contact Chris Crosby at chris@xaqt.com for questions or further commentary. MORE
Date: Friday, January 15, 2021 Author: Pauline Ashenden - Demand Generation Manager 5 ways to get your contact centre fit for 2021. Published on: January 15, 2021. Author: Pauline Ashenden - Demand Generation Manager The ongoing pandemic makes it difficult to predict the near-future. MORE
My latest guest post looks at the nature of presence, and its role in collaboration. If everyone is using the same platform, it’s not problematic, but the reality is that most of us work across multiple platforms, and presence doesn’t natively tie across them. MORE
Thanks to COVID-19, 2020 was a challenging year for everyone. The pandemic led to enormous additional pressure on customer service, in two main areas: Firstly, customer needs changed dramatically. Use of digital channels increased exponentially, and consumers wanted greater reassurance and support from the organisations they dealt with. MORE
Our last BCStrategies podcast reviewed our parting thoughts on 2020 , and now it’s time to look ahead to the year in front of us. The collaboration space sure was a moving target last year, and we expect more of the same in 2021. MORE
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