Totango

MAY 6, 2022

Customer health score is one of the fastest and easiest ways to assess whether your SaaS customers are satisfied with your product and brand. Knowing this can help you evaluate churn risk and spot opportunities, empowering you to take appropriate action. Here we’ll cover what you need to know about customer health scores. We’ll define customer health score, what metrics go into it, and what it tells you about customer accounts.

Best practices 116

Best practices Metrics Upselling Journey mapping 116

ShepHyken

MAY 6, 2022

This week, we feature an article by Aamir Baloch, one of the Co-Founders at Odondo , where he obsesses over the details to deliver a strong and compelling proposition for each of his clients. He shares how you can improve your customer service strategy and team to take advantage of the benefits an exceptional customer service function has to offer. Before customer service outsourcing , there was once a time when customer service was largely limited to one-on-one phone calls.

Customer Service 173

Customer Service outsourcing Construction Feedback 173

Education Services Group

MAY 6, 2022

The Reason. The year is 2008 and I just turned 18 a few months back; I’m still living at home with both my parents and my two brothers—I’m the middle child (if you hadn’t guessed that already). It’s only been about six months since I graduated high school, so I still have at least six months left in what I’m calling my ‘buffer-year.’ To be honest, I don’t really know what I’m going to do with my life next.

Personalization 98

Personalization Best practices Customer retention 98

ChurnZero

MAY 6, 2022

Did you know ChurnZero CEO and co-founder You Mon Tsang built and exited three companies before starting ChurnZero? Suffice to say, he knows a thing or two about how to take an idea and turn it into a successful business. You Mon joined the CHURN.FM podcast to talk about his pragmatic approach to entrepreneurship, the lessons he brought with him when founding ChurnZero, and the one thing he wish he knew before starting his career.

B2B 98

B2B B2C SaaS Metrics 98

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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.

Interactions

MAY 6, 2022

In customer experience, wasting time is one of the biggest pain points for consumers. In a recent survey, we found the top obstacles people experience when contacting customer service have to do with time, such as long wait times or wasted time due to inefficient processes. . When we asked consumers to indicate what they had experienced when contacting customer service in the past two years, we found that: 75% experienced long wait times. 63% were transferred multiple times. 62% had to repeat or

Virtual Agent 71

Virtual Agent Customer Experience Wait times Scripts 71

Integrity Solutions

MAY 6, 2022

Ask any accomplished business leader today and they will agree that a passion for continued self-development is crucial to personal and professional success. And for those in the sales profession, sales books are one easily accessible way to engage in continual learning, even when you’re on the road. Whether you’re looking for tips and strategies or want to address some of the inner obstacles that might be holding you back from reaching your full potential, there are plenty of sales

Sales 58

Sales B2B Coaching Personalization 58

NobelBiz

MAY 6, 2022

Creating a high-performance work environment and retaining employees requires much more than benefits, a high salary, or even brunch catering. Nowadays, most of the employees nowadays can also obtain compensation conditions from your competitors, as well. And although compensation is key to attracting top talent, it’s not what will keep your employees in your organization.

Contact Center 52

Contact Center Morale Call Center Employee engagement 52

LiveVox

MAY 6, 2022

With so many choices for call center tools, it's overwhelming. This list of equipment and service options will help you get started. The post Must-Have Call Center Tools: Equipment & Software Solutions appeared first on Livevox.

Call Center 52

Call Center Analytics Management 52

Abby Connect

MAY 6, 2022

Level Up Your Customer Experience By Starting With the Employee After finding no suitable product on the market, Tom Short built Kudos to empower his employees to become guardians of their own company culture. By designing an app that promoted recognition and engagement, he packaged numerous effective management philosophies into an employee-centric platform.

Customer Service 52

Customer Service Marketing Customer Experience Management 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

CSM Magazine

MAY 6, 2022

Car pooling is not a new concept, but it’s one which is gaining increased traction right now for a number of reasons. People are cottoning onto the ecological and economical advantages that come with sharing rides with others, rather than driving solo. This goes double for those who have a daily commute to do by road, and live in the same area as their closest colleagues.

Finance 52

Finance Transportation Management 52

Influitive

MAY 6, 2022

According to LinkedIn, “customer marketing manager” was the third fastest growing job title in the United States in 2021. Not only that, but an Influitive study found that 98% of executives consider customer marketing to be either important or very important to their organization’s success. Today, customer marketing is clearly in the mainstream. Why?

Marketing 52

Marketing Management 52

DMG Consulting

MAY 6, 2022

The Cloud Contact Center Land Grab Is On. May 2, 2022 By Donna Fluss. View this article on the publisher’s website. THE contact-center-as-a-service (CCaaS) vendors have hit their stride by giving enterprises what they want—the ability to meet the dynamic omnichannel needs of their customers on an inbound and outbound basis. The vendors are investing in and competing to come up with the most successful approaches, be they out-of-the-box solutions, programmable platforms, or combinations of

Cloud contact 48

Cloud contact Contact Center Enterprise Technology 48

SmartKarrot

MAY 6, 2022

Role: Director of Customer Success Location: Remote, United States Organization: Chevin Fleet Solutions As a Director of Customer Success, you will optimize the CS mission, vision, and customer journey map with the VP of Customer Success & Support. Help foster a company-wide, customer-centric CSM-focused culture. Define engagement plans for CSMs to deeply understand the customers’ objectives and become a trusted strategic advisor.

Journey mapping 19

Journey mapping Coaching Government Upselling 19

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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.

Self service

JustCall

MAY 6, 2022

Nobody is born a natural salesperson. Even your best hiree needs constant training and feedback to get better. This is why data-driven sales coaching is so important. . As a sales manager or leader, a big part of your responsibility is to coach your reps and assist them in their growth. Now, of course, real-time sales coaching is far from easy. After all, different sales reps have their own distinct needs and requirements.

Coaching 52

Coaching Sales Morale Feedback 52

SmartKarrot

MAY 6, 2022

From a bird’s eye view, the customer journey is a simple, transactional journey happening between a seller and a buyer. However, a deeper dive into the ocean of customer journey brings you face-to-face with the complexities associated. No customer journey goes from point A (product advertisement) to point B (purchase). Rather, it is a journey from A to Z with several touchpoints in between.

Journey mapping 10

Journey mapping B2B B2C Healthcare 10

JustCall

MAY 6, 2022

The call with the prospect was going well. You were close to making that sale. But something happened in the end and the prospect didn’t purchase. Common, right? Many sales and customer support reps often face unexpected outcomes from interactions with leads and customers. And not always the “why” is evident. Why did the customer become angry? Why did the prospect suddenly stop showing interest?

Sales 52

Sales Customer Service Coaching Customer Support 52

OrecX

MAY 6, 2022

Call recorders serve many functions, and one of their most valuable is the ability to feed recorded audio to transcription and conversational analytics engines to distill customer insights that move the needle on performance and revenue. These engines holey rely on the recorded audio file from the customer conversation to operate. With jumbled audio or two individuals speaking over one another, the resulting analytics will be flawed, at best.

Analytics 71

Analytics Engineering 71

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!

Feedback

SmartKarrot

MAY 6, 2022

Many of us idolize Mark Zuckerberg and Elon Musk and the fast growth of the Inc. 500 companies. Still, many of those entrepreneurs struggled through near-debilitating anxiety and despair before they made it big. Every CEO and company leader recognizes the critical nature of making well-informed business choices and the ramifications of lousy guidance, expertise, and insight.

Employee engagement 10

Employee engagement B2B Management Personalization 10