ShepHyken

APRIL 7, 2017

This week on our Friends on Friday guest blog post my colleague, Swati Kungwani, writes about the value of customer complaints to a business. Complaints are opportunities to show how good you can be. – Shep Hyken. Treasure the learnings to maximize business earnings! Disappointments can be delightful! The way you look at the issues can make a huge difference in resolving them.

Advertising 270

Advertising B2B Employee engagement CRM 270

aircall

APRIL 7, 2017

For this article, we sat down with customer service expert Shep Hyken and discussed the growing prevalence of AI in customer service and its influence on the industry. Due to the expansion and popularisation of customer service AI, consumer expectations have shifted. Moreover, AI-assisted customer service is often coolly received by consumers and service workers alike.

Customer Service 80

Customer Service Banking Journey mapping Call Center 80

Amity

APRIL 7, 2017

To scale, one needs a bigger budget. You might need additional funds to purchase a Customer Success Operations system to automate playbooks and avoid unnecessary manual work. You might need additional funds approved to hire additional Customer Success managers. Additional team members will help keep your CSM ratio reasonable and your team more proactive.

Chief Customer Officer 67

Chief Customer Officer Metrics Consulting Consulting 67

8x8

APRIL 7, 2017

Last week at Enterprise Connect in Orlando, we surveyed more than 200 attendees to uncover their use of team collaboration tools and their thoughts on contact center solutions. We asked a random selection of show attendees four key questions: How many chat and team messaging apps do you use at work? Do any functional teams in your organization have a need for basic contact center functionality?

Enterprise 48

Enterprise contact center solutions Contact Center Government 48

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ClientSuccess

APRIL 7, 2017

Any customer success team looking to thrive and grow must review and evaluate processes and procedures at the end of each and every quarter. Quarterly reviews aren’t just for sales teams—these built-in review periods are a great way to step back and determine what is working and what needs to be re-tooled. Here are 5 ways customer success strategies to complete to prepare for a new quarter. 1.

Upselling 41

Upselling Best practices Sales Accountability 41

ClientSuccess

APRIL 7, 2017

Once a deal is signed, the ink is dry, and the kick off meeting is scheduled, it’s time for your customer success managers (CSMs) to drive a proactive approach to an awesome customer experience. The Hand Off of People’s Goals and Needs. Often this means looking back at the SOW (Statement of Work) to see what was sold and then working with the implementation team to get those goals off the ground first.

Upselling 40

Upselling Customer centricity Personalization Best practices 40

LiveChat

APRIL 7, 2017

Communication is the skill that we all benefit from. No matter if we’re customer service agents, managers or graphic designers – we all need to communicate to get the job done. Regardless of the role that we have in a company, the important thing is that the communication always has to go both-ways. If you tell somebody that they should do something and don’t hear back from them, then there’s a perfect illusion of a communication where, in fact, it didn’t actually happen.

Government 42

Government Personalization Accountability Feedback 42