Tue.Aug 02, 2022

The Unique Role of CSMs

Totango

The role of a Customer Success Manager (CSM) is always important but it is especially critical during an economic downturn. As a CSM, you know your customers better than anyone. It’s your responsibility to know their goals, to understand how they use your product, and to know what they value most.

How Netflix’s “Stranger Things” experiment helped to beat subscriber estimates

Maru Group

By Maru Entertainment & Technology | August 2, 2022. Ever since reporting an overall subscriber decline for the first time in ten years—a 210k fall— in April, the streaming giant’s fortunes radically changed. The streaming giant predicted much worse fortunes for the second quarter.

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Why it’s essential to have an integrated strategy for AI in radiology

Nuance

Nearly every patient story starts with an image. In fact, 80% of all hospital and health system visits include at least one diagnostic imaging study. Prompt, accurate imaging results are essential for determining appropriate care pathways, and any delay can have a dramatic impact on patient outcomes.

What Does Customer-Centricity Even Mean?

TeamSupport

Like people, a lot of businesses like to think that by saying that they have certain traits, then they automatically have those certain traits. Take being customer-centric , for example.

Customer Satisfaction in the Digital Age

Speaker: Aarde Cosseboom, Contact Center & Customer Experience Advisor and Co-Host of the Another Cloud Podcast

More than ever, we are seeing organizations implement digital channels in an attempt to better engage their customers and help employees sort through the mountains of customer inquiries. But how does this affect customer satisfaction?

Improving Enterprise Network Access to the Cloud with SLAs Using Amazon-Peered BGP

ConvergeOne

When forming a hybrid cloud to consume cloud-hosted services, secure and reliable network connectivity is an obvious requirement.

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Customer Service Mistakes and How to Avoid Them

Helpware

Today’s competitive market offers consumers a plethora of options. With many companies offering identical products, the one area that can distinguish a brand from its competitors is exceptional customer service.

What Does Customer-Centricity Even Mean?

TeamSupport

Like people, a lot of businesses like to think that by saying that they have certain traits, then they automatically have those certain traits. Take being customer-centric , for example.

Scale YOLOv5 inference with Amazon SageMaker endpoints and AWS Lambda

AWS Machine Learning

After data scientists carefully come up with a satisfying machine learning (ML) model, the model must be deployed to be easily accessible for inference by other members of the organization.

Will AI Replace Contact Center Agents? 

Balto

Five years ago, experts predicted that artificial intelligence (AI) would replace up to 30% of the global human workforce by 2030. They claimed the shift would be reminiscent of the Industrial Revolution, when societies replaced manual labor with machinery better suited for the job.

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.

New Guest Post for NICE - Call Deflection and Agent Experience

Jon Arnold

My latest guest post for NICE has now been published, and it’s running here on their blog page. The focus is on call deflection, and how it’s more than just service automation. There are richer benefits to be had, not just for making customer experience better, but agent experience as well.

6 Guiding Principles for Conducting a Killer Executive Business Review (EBR)

Education Services Group

At a certain point, you’ve onboarded your customer, they’re up and running, and they’re using your product regularly. It’s time to sit back, relax, and pat yourself on the back for a job well done. In your dreams!

Using a Support Ticket Systems How to Take Control of the Customer Journey

LiveVox

Most people would be surprised to learn that the cost of retaining one customer is far less than that of acquiring a new one. One study estimates that number to be 6 to 7 times less expensive.

5 Call Center Technologies That Reduce Call Abandonment Rates

NobelBiz

Call abandonment is a phenomenon that call centers do everything they can to avoid. Customers frequently contact the service department when they are displeased with a brand's product or service. They are obviously unhappy and are not in the mood to discuss.

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.

Webinar Recap: Creating a Community Strategy

inSided

In a recent webinar with Commsor VP of Services, Erik Martin and inSided VP of Marketing, Remco de Vries, we discussed some important factors you want to consider when creating your community strategy.

Reimagining CX For the Metaverse Economy

Concentrix

Here's what you need to know about the metaverse and our unique approach to helping companies navigate the metaverse economy. The post Reimagining CX For the Metaverse Economy appeared first on Concentrix. Thought Leadership Resources

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Optimize Business Operations By inbound call center outsourcing

Blueship Call Center

Any company that needs to interact with consumers must have a call center. Customers frequently go there when they need assistance very away, and it may be a crucial outbound sales channel. But establishing and maintaining a call center involves several resources, the price of which can quickly mount. One of the best methods for businesses to swiftly increase production, efficiency, and revenues is outsourcing to a call center.

How AgriWebb Uses Data Analytics to Drive Efficiency for Farmers

aircall

We all know the importance of using data to make strategic decisions. But Aircall customer AgriWebb took it to the next level to create a lasting impact for farmers—while doubling their outbound call volume in the process. . In our Customer Story, we spoke to Josh Collins, AgriWebb’s Head of Customer Success, to gain a deeper understanding of what problems they wanted to solve, why they chose Aircall, and the results they saw after making the switch. . “We’ve

CCO + CMO: The Unstoppable Duo of Business Growth

Speaker: Rachel Orston, CCO of SmartRecruiters & Latane Conant, CMO of 6Sense

Join Higher Logic and two leading executives, Latane Conant, CMO at 6Sense, and Rachel Orston, CCO at SmartRecruiters, to get a firsthand look at how marketing and customer success teams can effectively partner to enhance CX and drive growth.

Contact Center Pipeline Magazine: Inside Our August 2022 Issue

Contact Center Pipeline

Feeling just a bit challenged with agent training and hiring these days? Check out our articles this month.

Amazing Business Radio: Per Sjöfors

Shep Hyken

The Price Whisperer. The Relationship Between Value, Customer Experience, and Price . Shep Hyken interviews Per Sjöfors, aka “The Price Whisperer,” Co-founder of Sjöfors & Partners and author of The Price Whisperer – A Holist Approach to Pricing Power.

Aug 02 – Customer Success Jobs

SmartKarrot

Role: Vice President of Customer Success Location: Richmond, VA, US (On-site) Organization: ProspectBlue As a Vice President of Customer Success, you will be a key member of the leadership team, reporting to the President.

What Is Mixpanel Integration? How Do I Integrate with Mixpanel?

SmartKarrot

Digital marketers and B2B SaaS organizations both value engagement metrics. You can fine-tune your users’ experience to ensure they get the most out of your software by using engagement analytics. Users that spend time on your app or website are likely to find value in it. .

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Winning Solutions to Keep Contact Center Agents Engaged

Speaker: Adam Saad - Founder & CEO, Tech Stack Advising

In order to keep agents both satisfied and engaged, we must develop a plan that both mitigates these concerns with current agents and halts any potential issues that may arise with new hires. These plans must also take into account the different environments and locations your agents may be working in.