Mon.Mar 14, 2022

article thumbnail

5 Top Customer Service KPIs for Telecom Companies

Kayako

Telecom companies operate in one of the most competitive sectors of the marketplace. The industry has the fourth-highest churn rate, after cable, financial, and general retail, meaning that 21% of new Telecom customers will stay less than a year with the same Telecom provider. These scenarios represent both a big challenge and an opportunity. The cost of acquiring new customers is up to 25 times higher than retaining them.

article thumbnail

5 Top Customer Service Articles of the Week 3-14-2022

ShepHyken

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. Using Customer Journey Maps and Jobs to Be Done for a Better Customer Experience by Tobias Komischke. (CMSWire) Customer experience design’s goal is providing consumers with the offerings they need to accomplish their objectives frictionlessly across all phases of the custom

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

Call Recorder or Recording Engine? Which do you Need?

OrecX

It's like the chicken and the egg - which came first: the call recorder or the recording engine? Honestly, it doesn't matter because they are not necessarily inextricably linked, as they serve to very different use cases. A call recorder is a piece of software (or hardware and software) that captures customer calls and stores them for later replay. Most recorders have a dynamic user interface to enable multi-criteria searching to quickly locate the calls you need most for compliance, dispute res

article thumbnail

Why You Should Consider Outsourcing During Holidays

OctopusTech

Every year we eagerly wait for the holiday season for various reasons. It’s that time of the year when everyone meets with their family and friends and spends time with their loved ones. Let’s elaborate the need for customer service outsourcing. Need for Outsourcing. For entrepreneurs, the holiday season can be both exciting and stressful.

article thumbnail

The 2023 Verint Experience Index: Retail

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

article thumbnail

Service with a smile. Theirs.

Bill Quiseng

Good customer service means you answered all your customers’ questions. It means you resolved your service problems. Good customer service means you efficiently processed your customers’ waiting lines. It’s all about you. Great customer service means that one of your customers felt you had all his questions answered. It means that a customer felt you had all his problems resolved.

More Trending

article thumbnail

4 Remote Network Components to Support Remote and Hybrid Teams

Momentum Telecom

Experts agree that even after the pandemic is just a bad memory, remote work will be a permanent part of the modern workforce. 1 Some companies may have a completely remote workforce, while most companies will probably opt for a hybrid workforce. Either way, the challenge is going to be supporting the needs of workers, regardless of where they are located.

article thumbnail

6 Examples of Successful Customer-Centric Companies

CSM Magazine

Creating the correct customer-centric business model is your ticket to standing out from your competitors and encouraging customer loyalty. Customer-centricity is essential for companies since it drives a customer further down the sales funnel. According to research done by Forbes, companies who have customer-centricity in their marketing strategies profit 60% more than those who don’t.

article thumbnail

Breaking Down the KAM Maturity Model: The Process

Kapta Customer Success

Process improvements have a way of falling off your to-do list when meetings fill up your calendar and quarterly deadlines are always just around the corner. But taking the time to evaluate your key account management team's processes and systems can pay dividends when it comes to beating your quarterly and annual goals. Key accounts require a personalized approach, with customized services, outputs, and plans.

article thumbnail

It’s Time to Say “Goodbye” to the Robotic Chatbot: Consumers Demand More from Digital-First Experiences

CSM Magazine

Jen Snell, VP Go-to-Market (GTM) Strategy, Conversational AI at Verint explains why its time to move from robotic chatbots to those capable of true contextual conversations. Chatbots and Intelligent Virtual Assistants are on the customer engagement frontlines, interacting with consumers every day. Leveraging conversational AI to support rich two-way dialogues, they help facilitate seamless real-time communication and resolution, as well as help build a company’s brand credibility and boost engag

article thumbnail

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.

article thumbnail

4 Reasons Why Live Chat for Government is Critical in 2022

Comm100

Public customer service expectations are higher than ever before. As the private sector has adopted digital channels and technologies to improve customer experience (CX) and satisfaction, the public sector has begun to fall behind. In the US, the top-performing private sector boasts an 8.3 out of 10 customer satisfaction score. In US government, this score languishes at 4.5.

article thumbnail

Top Opportunities for CX & Contact Center Leaders in 2022? Eight Industry Experts Weigh in

LiveVox

If there is one lesson that businesses can take from the past two years, it is that things can change quickly. Contact centers, despite a reputation for being change-resistant, have demonstrated a remarkable resilience and flexibility navigating through rapidly shifting consumer behaviors, skyrocketing call volumes, and severe labor shortages. The post Top Opportunities for CX & Contact Center Leaders in 2022?

article thumbnail

The ROI of digital CX, Part 1: Digital self-service matters—now more than ever

Nuance

To maintain a competitive edge, brands have to differentiate on customer experience. And increasingly, that means providing intelligent digital self-service experiences that are always available to offer personalized service and rapid resolution. It’s been widely noted that the COVID-19 pandemic has accelerated a shift toward digital self-service that was already beginning to pick up pace. [.

article thumbnail

Integrate Your Way to a Better Self-Service Experience

Creative Virtual

By Mandy Reed, Global Head of Marketing. If you give visitors to your website the option to self-serve with a chatbot or virtual agent, kudos to you for recognising the importance of easily accessible digital support! Both current and potential customers appreciate being able to engage with automated self-service anytime, anywhere. However, what they don’t appreciate is thinking they are going to have an easy self-serve experience only to discover your chatbot is ill-equipped to handle anything

article thumbnail

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.

article thumbnail

Top Takeaways from CX Sheroes: Women CX Leaders Shaping the Future of Customer Service

Netomi

In honor of International Women’s Day, we at Netomi are celebrating CX ‘Sheroes’ who are leading from the front in the world of customer support and CX. From our Women of Influence list to our CX Sheroes webinar, we are shining a spotlight on inspiring female leaders who are doing their part to #BreakTheBias. Here, we revisit some of the highlights from this special edition of our Support Superheroes virtual series, held on International Women’s Day, March 8.

article thumbnail

Playbook to Restore Customer Satisfaction

CustomerSuccessBox

You believed you were doing well until you noticed it. A customer is dissatisfied with your service and has indicated that they are considering canceling. So, what exactly do you do? How do you deal with an annoyed customer? Is there anything that can be done to keep them from churning? How do you restore customer satisfaction? This is a circumstance that customer success and support employees like you experience on a daily basis.

article thumbnail

Nicereply and Evaluagent Form Partnership to Help Customer Service Teams

CSM Magazine

Nicereply and EvaluAgent form partnership to help customer service teams make more of their customer feedback and quality assurance programmes. Nicereply, a leading customer satisfaction survey software provider, including CSAT, NPS and CES, has entered into a partnership with Quality Assurance & Improvement platform provider EvaluAgent , bringing these two best of breed solutions together for the benefit of fast growing customer service teams.

article thumbnail

Top Customer Success Courses and Training that every CSM needs in 2022

CustomerSuccessBox

According to a research study done by Mordor Intelligence, the compound annual growth rate estimated for the global customer success management market, let alone in the timeframe of 5 years (2021-2026) is estimated to be 25.02%. In fact, Linkedin named Customer Success Specialist as one of the top emerging growth roles in 2022 showing 34% annual growth in job listings.

article thumbnail

Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

article thumbnail

I Talk About People Behind Their Back

Steve DiGioia

I don’t gossip or finger-point. I don’t assign blame or give putdowns. I don’t accuse or assume faults. No, I don’t. But I do talk about people behind their back. I don’t spy on them, but I do pay attention. I see what they’ve been doing. I notice. I observe. I take notes. I remember. I talk about people behind their back. They may not know it, but I do.

article thumbnail

The Promise and Risks of Having a Chief Artificial Intelligence Officer (CAIO)

SmartKarrot

As the numbers of tech-based companies grow in number, there is a crucial point to note – Artificial Intelligence (AI) adoption is also growing. They are looking at AI to handle certain operations within the organization. For most of these companies, AI is a part of their core. They look at AI as an important part leading to their long-term growth and sustainability.

Finance 10
article thumbnail

Beginner’s Guide to Product Qualified Lead (PQL).

CustomerSuccessBox

Every B2B SaaS company’s backbone is customer acquisition. Qualifying leads and determining which prospects are most likely to convert into paying customers is difficult. Figuring out how to convert those leads by moving them through the funnel while generating a good user experience is even more difficult. This is where the concept of PQL (Product Qualified Lead) gains traction.

SaaS 52
article thumbnail

5 Easy Ways to Turn Your Outbound Contact Center Campaigns Into Success

NobelBiz

The primary goal of an outbound campaign is to reach prospects and turn them into actual customers, fulfilling business objectives such as buying a product or service, conducting surveys, establishing appointments, brand promotion, debt collection, etc. In 2022, contact center agents are using precise information and technologies for each prospect to make interactions more fruitful and meaningful.

article thumbnail

Contact Center Dialers Demystified

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

article thumbnail

Mar 14 – Customer Success Jobs

SmartKarrot

Role: Vice President Customer Success – AI Software Location: New York, NY, US (On-site) Organization: BD Strategy Partners As a Vice President of Customer Success, you will evaluate and where appropriate, implement improvements to CS/AM workflow processes. Hold your team accountable for performance metrics related to resolving customer service issues, completing new client onboarding, consistently conducting client product training, identifying and closing renewal and revenue growth oppor

article thumbnail

The Ultimate Guide To Call Monitoring: Tips, Tricks & FAQs

Infinity

What if we told you that every single call that comes into your business, whether it’s a customer service enquiry or a lead, contains a goldmine of data that could take your business to the next level? Whether you want to perfect scripts or provide better customer journeys, call monitoring can have a significant impact on sales, operations and even marketing.

Scripts 40
article thumbnail

Why does your SaaS business need a Post Sales CRM tool?

CustomerSuccessBox

Closing a SaaS sales deal could take a hefty time depending upon a lot of factors. But Once you have marked a deal and you have a brand new customer, your next big step kicks in here. ‘The Post Sales Process’. Post-Sales refers to a collection of processes that you need to perform after a customer purchases your service. Especially in the SaaS industry, where customer retention is the lifeblood of the SaaS business, you need to make sure that you provide an outstanding experience to your custome

CRM 52