Mon.Dec 13, 2021

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A Day in the Life of a CSM

Education Services Group

A day in the life of a CSM will look a little different depending on so many factors – the size of the company, the product or services they provide, the individual CSM’s book of business, how CS is structured within the business, their CS organization’s maturity level…I could go on and on. The job of a CSM can look completely different from one organization to the next and even from one CSM to another on the same team!

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5 Top Customer Service Articles of the Week 12-13-2021

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. Please Hold: How AI Is Changing Customer Service in Call Centers by Defined.ai. (VentureBeat) Excellent customer service is vital to the long-term success of any business.

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What is patient experience and why it matters?

Callminer

Read this blog to learn what patient experience is, how it differs from patient satisfaction and why it's important to healthcare organizations.

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Breaking News: President Biden Signs Executive Order on CX

ShepHyken

U.S. Federal Government to Make Customer Experience and Customer Service a Priority. 62% of Americans don’t think the government delivers great customer service. That’s according to customer service and customer experience expert Shep Hyken. In his 2021 Customer service and CX research , he asked more than 1,000 American consumers, “Do you think the government delivers great customer service?

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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.

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Karen Hertzberg: Improving Customer Retention Through Great Customer Service

Bill Quiseng

Customer loyalty is not by offering discounts, upgrades, or subscriptions to repeat customers. Real customer loyalty is built on service so great that customers return again and again, raving to others along the way. This week guest blogger Karen Hertzberg offers three QUI strategies to improve your service to keep customers coming back. You can read more about Karen at the end of her post.

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Is your Virtual Call Center Working? Measure the Right Metrics to Keep your Virtual Call Center Productive

SharpenCX

According to Gallup , only 36% of U.S. employees are actively engaged in their work and workplace this year. That leaves a lot of employees who are disengaged and likely to give you their minimum required effort. In addition, that leaves many who will leave if a slightly better job comes around. In a virtual call center, this level of disengagement could seriously affect your customer and employee loyalty. .

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Foster a Virtual Communication Feedback Loop in a Work-at-Home Environment

Virtual Live Labs

Change is continual in business, as there is an ebb and flow to what the market demands from contact center organizations. Seasonal surges and product launches can challenge contact centers to drive successful KPIs even under normal brick-and-mortar situations. New technologies and software platforms are launched. New organizational structures and new leadership development training are implemented.

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Your CX Holiday Shopping List

Outsource Consultants

As we head into the heart of the holiday season, we’re undoubtedly focused on finding the perfect gifts for family, friends, and the names we drew for Secret Santa. Whether it’s a gift card (which, let’s be honest, is always the right size) or a Red Ryder BB gun, there’s no better feeling than knowing the hours you spent moonlighting as an elf produced a smile and a heartfelt thank you.

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The New Retail Customer Experience: How Humans + Machines Optimize the Conversation and Outcomes

Uniphore

Today’s retail customers have higher expectations than ever—particularly when it comes to digital customer experience. Shaped by the global pandemic, which forced billions to adopt new shopping behaviors, customers are notably less patient, more demanding and more proficient online. They also have more options at their fingertips. To remain competitive in this increasingly digital landscape, retailers must create an inviting and intuitive customer experience that works seamlessly from end to end

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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!

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How Voice of Customer Software Improves Account Management Efficiency

Kapta Customer Success

Even when you have a team of all-star key account managers, you need replicable business processes that everyone on the team can understand and follow. This consistency doesn't just help your account managers have a framework for doing their job well. It also ensures that all of your clients have a similarly enjoyable experience that is geared toward their success.

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Ask a CTO: Why Contact Centers Work Best on Chromebooks

Edify

Welcome (back) to our Ask a CTO series, where I get to sit down for Q&A with our in-house expert on all things tech, Edify co-founder and CTO Bracken Fields. Great questions arise whenever we host webinars, attend trade shows, give demos, and even when we onboard new customers. For questions that require technical answers, I go straight to Bracken.

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4 Reasons Why Credit Unions Need to Offer Live Chat in 2022

Comm100

Today’s credit unions have to contend with an incredibly difficult challenge – finding the balance between online access and human interaction. They need to offer the convenience of self-serve solutions, while providing personalized support and human experiences. In our digital-first world, live chat serves as the perfect solution to achieve this. In this blog, we’ll look at the four top reasons why credit unions need to offer live chat services in 2022, from improving member experience to gaini

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E-Commerce Is Innovating – And Customer Service Outsourcing Companies Play a Supporting Role

Anexa BPO

The e-commerce invasion is not industry-specific – it has permeated every sector on the planet and created tremendous competition. The pressure to innovate has reinvented how – and where – commerce takes place and the way that customers are served. And those businesses that keep their eye on the future of commerce will be positioned for success. This dynamic is equally applicable to the utilities industry, which – along with the rest of the business world – is transforming.

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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

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How To Choose a File Transfer Solution for Your Business

CSM Magazine

An incredible amount of digital data is transmitted over the internet every day, every hour, and even every minute. Data and file transfer are at the core of digital transactions—and they’re even more critical for businesses. Companies across the world routinely exchange data internally for collaboration and decision-making and externally with their partners, suppliers, and customers.

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Dialogflow CX Webhook Tutorial 2022

kommunicate

Last Updated on December 13, 2021 Dialogflow CX is a new product from Google that was accessible from December 2020. It introduced a new approach to agent design, employing a state machine approach. This provides a clear and explicit control over a conversation, as well as a better end-user experience and development workflow. The older [.]. The post Dialogflow CX Webhook Tutorial 2022 appeared first on Kommunicate Blog.

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VIVID Homes Uses CM.com’s Innovative Conversational AI Chatbot Platform to Fast-Track Customer Queries and Share Knowledge

CSM Magazine

As the first Voicebot customer for CM.com in the UK, VIVID is a true innovator in its sector. VIVID manages approximately 32,000 homes and has around 72,000 customers – a mixture of tenants, lease holders, and garage renters. Initially concerned with knowledge leaving the business as employees inevitably moved on, VIVID contacted CM.com to create a database of information that agents could refer to when dealing with customers.

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Knowledge Powers Our Team, According to Educator Jennifer Brown

Working Solutions

Living in various spots around the United States, Jennifer Brown and her husband settled for a time in Moscow, Idaho. A degreed teacher, Jennifer responded to a job listing for Working Solutions, venturing from education into the business world. “It was 2005, and I was unfamiliar with Working Solutions or the concept of WFH (work […].

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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.

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Getting your Customer Onboarding Right- Jeff Hackler

CustomerSuccessBox

Customer onboarding is the equivalent of what we more commonly call entering a relationship. This is a key step in the business relationship that will mark the beginning of a long story (hopefully) between your customers and your company. It is crucial to pay particular attention to it since this essential period, made up of discovery or sometimes of doubts (at least on the side of your clients) will set the tone for your future collaboration.

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HGS Unveils New Digital-Led Vision

CSM Magazine

New brand positioning underscores commitment to exceed today’s rising customer and employee expectations. . Hinduja Global Solutions (HGS) (listed in BSE & NSE) today unveiled a new brand identity for its ongoing evolution into a digital-led, people-driven organization that is transforming customer experiences (CX). Building on its legacy of making clients more competitive, HGS serves as the preferred CX and business process transformation partner for some of the world’s largest

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Get your Customer Onboarding right- Andrew Marks

CustomerSuccessBox

Andrew Marks is the President & COO of SuccessHACKER and SuccessCOACHING. He’s one of the Top 100 Customer Success Strategists. SuccessHACKER is a Customer Success advisory firm focused on providing education, recruiting, and consulting to high-growth companies. Here, he talks about the steps to get a perfect customer onboarding. What are the ingredients of a perfect customer onboarding ?

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The Fourth Industrial Revolution – How It’s Powered and Where BPO Outsourcing Companies Fit In

Anexa BPO

First of all, an overview of the Fourth Industrial Revolution (4IR). This term describes the explosion of technology, industries and societal platforms and processes in the 21 st century, thanks to increased interconnectivity and smart automation. We are standing on the brink of a technological revolution that will fundamentally alter the way we live, work, and connect to one another.

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Customer Experience Management: Optimizing Your Strategy for Financial Success

Speaker: Diane Magers, Founder and Chief Experience Officer at Experience Catalysts

In the world of business, connecting the dots from experience to financial impact is an essential skill. Transforming customer engagement, Voice of Customer (VoC) insights, and Journey Maps into tangible financial outcomes poses a significant challenge for most organizations. To gain buy-in from the C-Suite and key stakeholders, it’s crucial to illustrate how Experience Management translates into clear, measurable business results.

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Get your Customer Onboarding right- Star Hofer

CustomerSuccessBox

Star Hofer is the VP of Customer Success at PartnerStack. She’s Top 100 Customer Success Strategist (2021 & 2020). She is an experienced CS professional with over 18 years of SaaS implementations in multiple roles: Project Management, Consulting, Training, Account Manager, and Customer Success. PartnerStack enables companies to accelerate growth through partnerships.

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SERVICE Is at the Heart of All Successful E-Commerce – How Customer Service Outsourcing Companies Can Help

Anexa BPO

It’s true: one bad interaction can ruin a customer’s experience and may cause them to take their business elsewhere, and post bad reviews or comments about your company. A customer lost may never be regained – and more importantly, could cause you to lose others. This is especially true of e-commerce, where the customer journey is a self-led experience.

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Get your Customer Onboarding right-Jay Nathan

CustomerSuccessBox

Jay Nathan is the Chief Customer Officer at Higher Logic. In 2020, he co-founded Gain Grow Retain, a community for customer success leaders. Here, he talks about the best practices in Customer Onboarding. Higher Logic is an online community for CS professionals around the globe. It is aimed at creating an ever-growing knowledge base to help customers scale up faster.

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Retail, Tech Trends and BPO Outsourcing Companies: The Link Is Here!

Anexa BPO

Retail used to be so simple. You got in your car, drove to the store, circled around until you found a parking spot, made your way (through any type of weather) into the retail outlet, pushed a buggy up and down the aisles, perused merchandise and made your selections, then piled your selections onto a cashier’s check out counter and waited to pay. In the past decade, however, the retail industry has undergone major transformations: the technology revolution has fundamentally changed the way tha

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Decoding the Call Labeling and Blocking Process

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

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Get your Customer Onboarding right- Alex Farmer

CustomerSuccessBox

Alex Farmer is the VP of Customer Success at Cognite. He’s one of the 2021 Top 25 Customer Success Influencers. He had been recognized as a 2020 Top 100 Customer Success Strategist in a recent survey. Here, he discusses the steps to be followed for effective Customer Onboarding. Cognito is a global industrial AI-SaaS firm that supports the full-scale digital transformation of heavy-asset industries around the world.

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SMB Retailers and Customer Service Outsourcing Companies – Prepare for The Holidays

Anexa BPO

The past two years of the pandemic devastated the retail industry (among many others – but that’s another blog). And while businesses have slowly reopened, the new Delta variant has reintroduced another layer of uncertainty into the retail landscape. The good news is that e-commerce has never been more robust and underwent an astonishing surge as COVID-19 locked down the world in early 2020 – as evidenced by its increase of 32% over 2019 Some other interesting statistics have emerged.

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Get your Customer Onboarding right- Maranda Dziekonski

CustomerSuccessBox

Maranda (VandenBroek) Dziekonski is the Chief Customer Officer at Swiftly, Inc. She possesses over 20 years of experience both working in and building world-class operations and extensive experience building and scaling teams in early and mid-stage startups. Here, she talks about the best practices to get effective c ustomer onboarding. Swiftly I nc. is a Data Platform that provides reliable data to 95+ city transit networks around the world and has helped customers improve arrival predictions b