COPC

MARCH 11, 2024

This guide sheds light on the multifaceted nature of employee retention, aiming to enhance customer satisfaction and other key performance indicators through careful questioning and thoughtful leadership actions. A lack of engagement can lead new hires to reconsider their decision before starting. How do we know?

Call Center 97

Call Center Gamification Coaching Employee engagement 97

TechSee

APRIL 9, 2024

In the world of customer service and technical support, a significant challenge often goes unaddressed: the visual gap. This gap represents the disconnect between customers and service agents, where words fail to convey the full picture of an issue or solution. Enter visual assistance, a game-changer for both customers and providers.

Technical Support 124

Technical Support Metrics Technology Customer Service 124

Totango

JANUARY 3, 2024

As we kick off 2024, it’s time to reflect on the past year and look forward to what the future holds for customer success. It’s been an exciting journey, marked by significant milestones and a ceaseless effort to support our customers in achieving their goals.

Enterprise 112

Enterprise Best practices Analytics Metrics 112

Totango

NOVEMBER 27, 2023

With acquisition costs proving too high in today’s constrained environment, many businesses are finally putting greater focus on nurturing existing customer relationships to ensure retention and expansion. Predicting customer churn or potential customer issues to inform corrective steps to optimize the customer journey.

B2B 92

B2B CRM Enterprise Upselling 92

Totango

NOVEMBER 15, 2023

TrustRadius, a renowned platform for transparent business technology reviews, announced its 2023 Best of Awards, with Totango emerging as a triple winner. Totango’s customer success software drives cross-functional enterprise teams toward enhanced productivity, retention, and growth. The bomb in customer success software!

Enterprise 113

Enterprise Best practices Feedback Education 113

Totango

SEPTEMBER 22, 2023

we’re accelerating the motion to customer success-led growth by introducing two new partnerships and nine technology integrations into the Totango software and ecosystem. And, that growth comes from consistently and quickly delivering customer value. Announced during our flagship event, Totango Live!

Enterprise 114

Enterprise Education Best practices Customer retention 114

Totango

MAY 17, 2024

A recent poll taken during the Higher Logic Super Forum SPARK conference in April says 61% of CS professionals sometimes use AI platforms alongside other systems, while 11% always leverage AI in various instances and workflows. The reality is that most of us sit in the middle. So, what can CS teams do today?

Accountability 96

Accountability Government Chatbots Engineering 96

Totango

MAY 13, 2022

Choosing the best customer engagement platform for your needs can make a massive difference in the success of your SaaS business. Knowing how your customers feel and what they’re thinking is essential for their satisfaction and your revenue growth. Then we’ll consider what to look for in an engagement platform.

Enterprise 104

Enterprise Customer Support SaaS Sales 104

Totango

MAY 7, 2024

If Sales over-promises what the customer can achieve with your product, then CS has been set up to fail when it comes to onboarding. If CS doesn’t have commercial conversations with healthy customers, they’re not setting Sales up to re-enter the conversation and potentially upsell. Use your words Talk to each other!

Sales 97

Sales Upselling Metrics Accountability 97

CSM Magazine

MAY 22, 2024

Zenarate, a leading SaaS provider of AI-powered skill-based simulation training and development for customer-facing agents, has announced its showcase in Frost & Sullivan’s report, “Advancements in Contact Center Workforce Optimization-Global.”

Coaching 52

Coaching Contact Center contact center workforce Gamification 52

NobelBiz

JANUARY 30, 2024

That being said, call center blockage is one of the critical issues in customer service. Inevitably, call center blockage significantly impacts customer experience. Platforms that have built-in features to address and rectify call blocking issues have become invaluable assets for many businesses in this field.

Call Center 103

Call Center Interactive Voice Response Telecommunications Contact Center 103

Totango

NOVEMBER 14, 2023

As businesses expand and customer success becomes increasingly important, companies must find ways to scale their customer relationships and strengthen connections. Higher Logic and Totango teamed up to empower businesses to do just that, combining one-to-one customer relationships with one-to-many community relationships.

Chief Customer Officer 95

Chief Customer Officer Best practices Feedback Enterprise 95

Comm100

MAY 7, 2024

The demand for fast, efficient, and personalized customer service is growing – and growing fast. 54% of global consumers have higher customer service expectations than they did just one year ago, according to a recent Microsoft study. Fast response times boost customer satisfaction, showing that concerns are quickly addressed.

Customer Service 75

Customer Service Chatbots Self service Analytics 75

3CLogic

APRIL 10, 2024

A digital-first approach lies at the core of every contact center’s transformation strategy, yet solely relying on digital channels risks damaging your customer service. In this article, we’ll explore how to streamline service management by adopting an omnichannel engagement workspace. This is sometimes easier said than done.

Management 64

Management Call Logging CRM Call flow 64

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). More than 80% of business leaders see customer experience as a growing priority in 2024.

Feedback 83

Feedback Consulting Consulting Enterprise 83

Totango

FEBRUARY 13, 2024

TrustRadius—a platform designed to deliver the most credible resources to help technology buyers confidently make decisions—compared mentions of “love” in all its (grammatical) forms and reviews received for 28,600+ products in 825+ categories and named Totango one of 101 most loved software products! We love data-driven insights,” he says.

Upselling 106

Upselling SaaS Accountability Enterprise 106

ProProfs Blog

JANUARY 30, 2020

“Your most unhappy customers are your greatest source of learning.” — Bill Gates. Elaborating on this maxim, I would also like to add that unhappy customers can ruin the brand value in minutes. It takes less than a minute for an angry customer to post their bitter experiences online. Customer expectations.

B2B 204

B2B Banking Personalization Employee engagement 204

Zappix

FEBRUARY 6, 2024

(PRWEB) Feb 6, 2024 Zappix , a leading provider of AI-Powered Digital Engagement Platform, is delighted to announce the launch of the enhanced Zappix Digital Outreach product. This dynamic solution empowers enterprises to refine their customer engagement strategies, fostering increased success in their outreach campaigns.

Interactive Voice Response 52

Interactive Voice Response Analytics Self service Enterprise 52

Call Design

MAY 15, 2024

SYDNEY, Australia, 16 May, 2024: Call Design, a leading provider of workforce optimisation solutions, has announced a new strategic partnership with ProHance, an enterprise-grade operations enablement and analytics platform that provides insights for smarter decisions in complex, distributed and hybrid workforces.

Enterprise 60

Enterprise Analytics Employee engagement Consulting 60

NobelBiz

APRIL 16, 2024

Not all businesses have the ability or the resources to effectively engage customers across multiple channels. The concept of omnichannel customer engagement has been around for a while now, yet not all companies utilize it correctly or at all. Why is an Omnichannel Customer Engagement Strategy Important for Businesses?

Contact Center 52

Contact Center CRM Call Center Best practices 52

NobelBiz

MAY 21, 2024

While the role of call centers is crucial in customer service, companies often choose between inbound and outbound call centers. This article explores the definitions, success KPIs, benefits, and considerations for both inbound and outbound call centers, helping you determine the best approach for your business needs.

Call Center 52

Call Center Scripts Average Handle Time Contact Center 52

NobelBiz

APRIL 2, 2024

Are customers becoming more and more demanding with time? With the growing customer expectations, enterprises are under great pressure to deliver exceptional service. May offer less flexibility in terms of customization and integration, with pre-defined workflows and limited compatibility with other systems.

contact center solutions 105

contact center solutions Enterprise Contact Center Interactive Voice Response 105

ClientSuccess

MAY 25, 2023

ClientSuccess launches SmartCS , its groundbreaking AI-driven solution designed to empower customer success managers and executives with data-driven insights, optimized workflows, prescriptive recommendations, and intelligent actions.

B2B 81

B2B SaaS Feedback Management 81

Totango

JULY 26, 2022

Protecting and growing your current customer base should be your top priority right now, but how do you do that when your marketing and sales budgets have been slashed and hiring has stopped? This is a tall order but with the right customer success platform, you can accomplish all of this and much more.

Best practices 112

Best practices Enterprise Personalization Sales 112

Totango

APRIL 6, 2023

To survive this tough “do more with less” climate, companies are turning to their customer success (CS) teams to ramp up their customer retention and expansion efforts. While CS is poised to be in the driver’s seat for retention and expansion, we believe that everyone across the enterprise plays a role in customer success.

Enterprise 86

Enterprise CRM Sales Customer retention 86

CSM Magazine

APRIL 30, 2024

In a project with Sabio Group, the digital customer experience (CX) transformation services specialist, the Hungarian firm was awarded a ‘Project Falcon’ Innovation Award for its transition path to a subscription business model. We are thrilled to be embarking on this journey with Graphisoft.

SaaS 52

SaaS B2C Construction Consulting 52

Totango

AUGUST 25, 2022

Six Customer Engagement SaaS Strategies That Work. For software service providers, customer engagement SaaS strategies play a central role in a successful business model. Proactive interactions with your customers can increase satisfaction and retention, driving repeat business and referral revenue.

SaaS 97

SaaS Upselling Metrics Journey mapping 97

ChurnZero

DECEMBER 14, 2022

The winners of 2022’s ChurnHero Awards, recognizing and celebrating ChurnZero customers who champion Customer Success with remarkable results, have been announced! Today, we’re proud and delighted to recognize the following Customer Success teams as 2022 ChurnHeroes. Onboarding Hero: ClearGov.

SaaS 98

SaaS Accountability Feedback Customer advocacy 98

Zappix

MARCH 13, 2024

EIN PRESSWIRE ) March 13, 2024 Zappix , a leading AI-Powered Digital Engagement Platform provider, has been named one of the “Most Promising Utilities Tech Solutions Providers 2024” by CIO Review. Zappix combines innovative technology and best CX practices to reshape customer engagement in the utility sector.

Self service 52

Self service Interactive Voice Response Analytics CRM 52

C3Centricity

MARCH 12, 2024

The answer is that a business can benefit from technology in this digital age to attract high-quality traffic and engage customers effectively. This guide is for all executives who recognize the critical role that strategic, data-driven customer engagement plays in their company’s success.

Entertainment 90

Entertainment Engineering Marketing Analytics 90

CSM Magazine

MAY 23, 2024

These days, many organisations find themselves grappling with a common dilemma: is their Salesforce CRM still focused on routine marketing activities and sales administration, or is it truly driving transformative change across the entire customer journey? This disconnect can lead to customer frustration and a disjointed experience.

CRM 52

CRM Sales Marketing Chatbots 52

Totango

JULY 5, 2022

In uncertain economic times, attracting new customers becomes exponentially harder as budgets get tighter and priorities shift. You need to be able to retain and scale your current customer base efficiently, with the current resources you have rather than adding more. . Dive into Customer Health. Identify At-Risk Customers .

Upselling 98

Upselling Accountability CRM Best practices 98

Totango

OCTOBER 18, 2023

Leader” in the Grid® Report for Customer Success Software and “Leader” in Grid® Report for Customer Data Platform are two of our favorites and clearly demonstrate our commitment to driving customer business results. Totango accelerates revenue retention and customer growth Last month at Totango Live! ,

Journey mapping 102

Journey mapping Enterprise Best practices Marketing 102

IdeasUnlimited

FEBRUARY 14, 2024

In the dynamic and ever-evolving digital landscape, the online presence of a business has become a cornerstone of success. The internet serves as a vast marketplace where consumers explore, engage, and make informed decisions about products and services.

Marketing 98

Marketing Engineering industry standards Advertising 98

IdeasUnlimited

MARCH 6, 2024

In the ever-evolving world of business, customer service stands as a pivotal pillar in building brand loyalty and ensuring customer satisfaction. With a decade-long history of excellence, IdeasUnlimited has been instrumental in transforming the customer service landscape for businesses worldwide.

Customer Support 105

Customer Support Brand ambassadors Call Center Enterprise 105