Fri.May 20, 2022

Guest Post: Why Should Your Customer Service Team Care About NPS?

Shep Hyken

This week, we feature an article by Simona Benetinová, content manager at Nicereply , a company that helps organizations, of all sizes, provide outstanding customer service. She writes about customer loyalty and why your team should care about your brand’s Net Promoter Score.

Sharing our gratitude as Solvvy officially joins Zoom


Gratitude. It’s been a hallmark of our culture here at Solvvy these last few years and today is a day we have so much to be especially grateful for!

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Rants of a Customer Success Analyst: The Chase in Customer Success

Education Services Group

The Reason. It’s a normal day so far. Pre-pandemic when I went into an office every day. The commute this morning was long—typical combination of traffic and Cincinnati construction.

5 Important Statistics for Hybrid and Remote Workplaces


As the world settles into its new normal, many are surprised to see just how much the workplace landscape has changed. There was no migration back to the office. There was no massive cut to remote positions. The past few. Read More.


2022 Contact Center Buyers' Guide

As contact center needs and pain points have evolved, so have contact center buying processes. This guide focuses on the key areas that contact center leaders should address to help achieve their operational and financial goals, including what questions to ask to drive optimal performance.

Infinity becomes preferred partner of Automotive Transformation Group


Infinity, the leading call intelligence provider, has announced a new partnership with Automotive Transformation Group, a leading provider of automotive solutions.

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Q&A recap | The CSM journey: How to carve your Customer Success career path


Are you a CSM thinking about your next career move? You might be wondering what that promotion looks like and what it takes to land it. With some forward-thinking and career mapping, you can quickly identify the skills and the steps needed to advance from individual contributor to manager.

Don’t Miss Leads After Hours or on the Weekends.

Call Experts

After hours and helpdesk support are two of the most critical business processes for companies. As the first point of contact, a contact center answers for your customers and prospects 24-7. It’s essential to ensure that you never miss an opportunity to grow your business.

A Comprehensive Guide to Live Chat Software


Customer service expectations have never been higher. Thanks to the development of technology, consumers expect fast, accessible, and accurate support all day, every day. The burden now firmly sits with organizations of all sizes and industries to match these expectations – or lose out on business.

May 20 – Customer Success Jobs?


Role: VP of Customer Experience Location: Remote, New York, NY, US Organization: Healthie As a VP of Customer Experience, you will own the entire Customer Success and Support experience at Healthie. Lead a team of 12-15 customer-facing specialists, including team Directors.

The Inner Circle Guide to Remote & Hybrid Contact Center Solutions

In this handy guide, learn everything you need to build your ultimate contact center—with no walls and no limitations. Empower your agents to serve your customers better, and from anywhere.

Startups’ top priority in 2022: Nailing the customer experience


Post contribution by Caleb Elston, CEO and Co-founder of Delighted.

Fix-It Friday: Onboarding Agents Takes Too Long


Every contact center encounters its fair share of hurdles on the path to success. Why struggle in silence when you can face the problem head on? Balto is here to help. Fix-It Friday targets contact center leaders’ biggest frustrations with solution-focused content.

What is an Automatic Call Distribution (ACD) Solution?


The post What is an Automatic Call Distribution (ACD) Solution? appeared first on Livevox. Compliance Risk Mitigation


6 Essential Elements of a Budding Advocacy Program


Written By: Jeni Asaba May 20, 2022 A few weeks back, I chatted with Influitive’s Chief Marketing Officer, Dan Cote, about greenhouses — kind of.

The New Digital Landscape for Next-Gen CX

Boost customer satisfaction across all digital channels with this stat-filled guide, which reveals the key ingredients you need to keep all of your customers satisfied.

Designing the Ultimate Break Room to De-Stress Employees at Work

CSM Magazine

Taking breaks is critical for greater productivity and work quality. To be able to enjoy a proper break, there needs to be a space in the office where employees can unwind and relax.

Is it time to Evolve Your Communications to the Cloud?


Is it time to Evolve Your Communications to the Cloud? j.shah-thiel. Fri, 05/20/2022 - 16:00. During the last 2 years, we’ve all been challenged with adapting strategy, messaging, and budgets to changing economic conditions while still trying to be empathetic.

The 5 Pros and Cons of Agents Asking Customers if They Resolved Issues

SQM Group

Many call center end of call practices have agents ask customers, “Is there anything else I can do for you?” We have identified the pros and cons of asking this question

Why CX should be a central part of any utility company’s business strategy


Because of the regulated nature for many utility providers, customer retention is often not top of mind. But CX still matters– customers have grown to expect fast, convenient, and conversational service in multiple channels.

How to Prevent Brand Ambassador Burnout

Speaker: Kristi Faltorusso, VP of Customer Success at ClientSuccess

Your brand ambassadors are massively important to your business, actively promoting your brand and encouraging new business. But repeatedly requesting advocacy efforts from customers can lead to burnout and dissatisfaction. You need to avoid this at all costs! Learn how in this free webinar.

A Beginner’s Guide to Customer Testimonials


While NEED is definitely the most important factor motivating customers to purchase from you, it is also very important for you to focus on other crucial factors. One such factor is TRUST. Earning customers’ trust is beneficial in more than one way.

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While customer success is not the same as customer support, the two go hand in hand!


Customer success is a separate field altogether because we are dealing with proactivity, data analysis, product adoption , and NPS feedback. The process involves regular coordination with support, product development, engineering teams, and marketing.