ShepHyken
FEBRUARY 5, 2021
This week we feature an article from Skylar Ross, contributor at Raincatcher. He writes about how to turn negative customer service interactions into positive experiences. You would more than likely prefer if all of your customer interactions and transactions were completed smoothly and resulted in positive experiences for the customer and your business.
Totango
FEBRUARY 5, 2021
Our increasingly customer-centric economy has established Customer Success as critical to every business’s overall strategy. Any CS team member knows that happy customers make for a thriving enterprise, but the same cannot always be said for C-level executives or your board of directors. Demonstrating the value of Customer Success to executives is crucial.
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Eptica
FEBRUARY 5, 2021
Date: Friday, February 5, 2021 Author: Pauline Ashenden - Demand Generation Manager Preparing for the hybrid contact centre. Published on: February 05, 2021. Author: Pauline Ashenden - Demand Generation Manager The last year has transformed contact centres, with the majority forced to switch to remote working due to pandemic lockdowns. Looking forward, the world of work has changed forever, leading to a need for a hybrid working model within customer service.
ppt solutions
FEBRUARY 5, 2021
TULSA, OKLAHOMA, February 5, 2021 – PPT Solutions, a premier provider of client-centric, performance-based Customer Experience and Contact Center Consulting Solutions, announced today it has been recognized by the 2021 Stevie Awards® as: Call Center Consulting Practice of the YearCustomer Service Solutions Technology Partner of. The post PPT Solutions Wins Stevie Awards® for Call Center Consulting Practice of the Year and Customer Service Solutions Technology Partner of the Year appeared first o
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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.
aircall
FEBRUARY 5, 2021
The quality of your customers’ experience depends largely on the quality of your call center agent hiring. For that reason, it’s essential to be clear about the purpose of your call center. Your call center may focus primarily on sales, customer support, or a combination of both. Knowing the purpose of your call center and evaluating call metrics will help you determine your call center’s needs. .
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Education Services Group
FEBRUARY 5, 2021
Customer Success becomes a “must-have” in a tumultuous economy, increasing the need for Customer Success as a Service ®. ESG, the market leader in Customer Success as a Service ® is proud to announce record-breaking 2020 year-end results. The company’s unique approach, combines consultation, process development, people, and automation to improve the Customer Success capabilities and maturity of technology companies.
AnswerConnect
FEBRUARY 5, 2021
Answering services can be more than your after-hours handling assistant. It can provide live scheduling, call patching, live chat, lead generation, and on-call calendars. On-call calendars and scheduling are vital. The post Creating your on-call calendars appeared first on AnswerConnect Blog.
Strikedeck
FEBRUARY 5, 2021
Vincent Manlapaz, in an interview with Ashna Patel talks about how CS has made considerable progress in her career and how this solidifies her inner desire to help customers succeed even more. The post Making an Impact During These Unprecedented Times first appeared on Strikedeck | Customer Success Platform.
CSM Magazine
FEBRUARY 5, 2021
Making a new small business venture successful is challenging. The world of small business is packed with competition, and business owners have to work hard to keep their venture on top. Creating a competitive edge requires time and research. And one of the best ways to improve your bottom line is by providing customers with a higher level of service.
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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
inSided
FEBRUARY 5, 2021
Last week, we talked about how Customer Success and Product teams can work together to close the feedback loop. Today it’s time to put our money where our mouth is. ?? ?? In this week’s post in our Close the Loop series, I've set out to explain how the inSided Product team works together with our Customer Success team to close the loop on product feedback and make our customers happier – and more successful.
CSM Magazine
FEBRUARY 5, 2021
For many years, companies have operated their customer service as a reactive program. In other words, post-sale customer service was designed to wait for a problem to arise, then react. Today’s companies are shifting to a proactive customer service model. After all, it’s better to prevent negative scenarios whenever possible. Here are six tips for shifting to a proactive customer service model to improve customer loyalty.
Enghouse Interactive
FEBRUARY 5, 2021
2020 was a year of profound change, with the pandemic turbocharging many existing trends such as remote working and the switch to digital channels. It has fundamentally changed how we work, especially in the customer service industry. And while current lockdowns mean most contact centres remain closed, with staff working from home, now is the time to focus on the future and build the right working environment for the post-lockdown world.
CSM Magazine
FEBRUARY 5, 2021
BigChange , the leading mobile workforce management technology company for the service and transport sectors, today announced that Great Hill Partners, the growth-oriented private equity firm behind Wayfair, ZoomInfo and Reward Gateway, has invested significant capital to drive further growth and innovation. . BigChange’s management team, led by founder and CEO Martin Port, will retain a significant minority stake in the company, which is now valued at £100 million.
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.
Knowmax
FEBRUARY 5, 2021
CX roadblocks: customers, contact center agents, and its healing hermit.
SmartKarrot
FEBRUARY 5, 2021
Role: Vice President of Customer Success Location: Remote, Boston, MA, US Organization: Reprise As a Vice President of Customer Success, you will be responsible for designing and implementing a best-in-class customer success function. Reprise looking for someone that’s excited about figuring out the details and getting in the weeds with customers while Reprise brings this function to life.
Talkdesk
FEBRUARY 5, 2021
5 key themes from retail’s virtual “Big Show”. Just as COVID-19 has transformed the global retail industry and forced millions of shoppers online , so too has the pandemic disrupted the industry’s flagship event. The National Retail Federation’s (NRF) “Retail Big Show” is traditionally held each January at the Javits Center in New York City, but this year, fittingly, has been split into separate digital and brick-and-mortar chapters.
ProProfs Blog
FEBRUARY 5, 2021
Let’s consider a scenario. You send an email to your customers asking for their feedback. You are confident about the response because you have added all the possible questions. But, one week down the line…. You receive the responses – hardly any numbers! You scratch your head thinking about the errors, and your enthusiasm goes down. Have you been in this situation?
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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.
CSM Magazine
FEBRUARY 5, 2021
Energy metering company Providor has transformed its business with the latest mobile technology to become one of the UK’s primary smart metering companies. . With the roll-out of a mobile resource management system from Leeds-based BigChange, Providor has replaced a number of systems and eliminated paperwork with the fully digital real-time works and management solution.
SmartKarrot
FEBRUARY 5, 2021
Customer handoffs are often talked about between different stages – marketing to sales to onboarding to customer success, but let’s get more specific today. Within the customer success team itself, account transition happens inevitably. Reasons being: Delegation to a new CSM. Reducing overload of an existing CSM. Change in territory or customer segment.
ChurnZero
FEBRUARY 5, 2021
Here’s the short and the long of it: if you’re a Customer Success leader who is looking for consolidated business, product, and customer data, then you can probably piggyback on the Business Intelligence (BI) tool your SaaS company already uses – and this will likely be heavily suggested (or even mandated) by your CEO or other C-suite leaders. Because BI tools are notoriously expensive and time intensive due to their structural complexity and rigorous implementation.
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