ShepHyken

NOVEMBER 6, 2023

My Comment: The “mental load” referred to in this article is about frustration, anxiety, and fatigue over a customer service/support experience. When a customer is upset and calls customer support, the problem happens long before the customer decides to contact the customer. I have a concept I refer to as the Speed To Happiness.

Customer Service 165

Customer Service Self service Surveys Contact Center 165

Beyond Philosophy

JULY 7, 2022

Customer Experience management has been absorbed into Customer Science in the past couple of years; how will that apply to brick and mortar? Thanks for considering this topic, and have a great day. We touched on these topics before. In terms of looking at this whole topic, I have a couple of summary points.

Technology 402

Technology Consulting Consulting Personalization 402

CCNG

SEPTEMBER 17, 2020

The Leadership topic is obvious as I believe great customer service starts at the top. The Process area includes things like creating a complete customer feedback loop, case management tools and steps, and having a robust service recovery process.

CCNG 195

CCNG Coaching CRM Accountability 195

ShepHyken

JANUARY 18, 2021

This is a hot topic, especially with younger generations who want the places they do business with to align with what’s important to them. Unit4’s Michelle MacCarthy has three recommendations for managing customer success through culture, engagement, and technology. My Comment: Chatbots versus knowledge base support.

Customer Service 314

Customer Service B2B Journey mapping Chatbots 314

TechSee

AUGUST 14, 2023

Follow on LinkedIn Agnes So, Head of Customer Support & Engagement at HotDoc Based in Melbourne, Agness is passionate about creating exceptional customer experiences through lean teams, self-service, and training. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

CX Accelerator

NOVEMBER 11, 2022

Project/Program Management. Change Management. Once the strategy has been developed, negotiation and influencing skills are required to garner support from executives and get them to contribute investment and remove roadblocks. Having a good project manager will increase the likelihood of that initiative’s success.

Journey mapping 307

Journey mapping Customer centricity Analytics Government 307

ShepHyken

MAY 21, 2021

This week we feature an article Alexa Lemzy, a Customer Support and?Content Content Manager at TextMagic , a cost-effective, efficient, and secure way to communicate. These are also useful for in-depth group discussion and planning with the right platform to manage the meetups correctly. . Content Manager of TextMagic.

Customer Service 331

Customer Service Morale Management Customer Support 331

ShepHyken

OCTOBER 18, 2017

With that said, the focus on this topic is on what many consider to be the customer service and support department – the people who have contact and interaction with the customer. The best customer support does several things. Customers will call for help and support – and even to complain.

Customer Service 396

Customer Service Metrics Customer Support Customer Experience 396

Fonolo

NOVEMBER 15, 2022

In fact, these engagements are an essential part of running a successful customer service operation. Performance reviews are an opportunity for management to evaluate, assess, and lead their team members cohesively in the right direction. Acknowledge individual successes. Identify challenges; create solutions moving forward.

Call Center 127

Call Center Management Average Handle Time Employee engagement 127

Playvox

MARCH 7, 2024

On this day, we discuss efforts and struggles to overcome cultural barriers, reflect on how to work for equality, support women in the workplace, and recall the importance of human rights. Today’s modern organizations have adopted various ways to support women around fundamental issues being raised.

Best practices 87

Best practices Surveys Consulting Consulting 87

Totango

JANUARY 2, 2024

In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS. Drive business outcomes leveraging Totango The first topic we discussed was how each of our experts leveraged Totango to drive business outcomes within their respective organizations. Need help getting started?

Automotive 100

Automotive Journey mapping Self service Sales 100

Lumoa

APRIL 28, 2024

But how can you support your customers on all the different channels they reach out on and offer a personalized yet unified response? At the same time, your customers expect to get the same level of support , no matter if they reach out on Facebook or via email. The pressure is rising for businesses to step up their CX game.

Feedback 83

Feedback Consulting Consulting Enterprise 83

ChurnZero

MARCH 30, 2021

As we are always on the lookout for new and interesting Customer Success resources, we thought we’d do a roundup of our favorite Customer Success infographics. . Why Customer Success Matters. Topic: Learn about the importance of implementing a Customer Success program. Customer Success Around the Web.

SaaS 98

SaaS Metrics Management Customer Service 98

Fonolo

APRIL 1, 2021

Customer experience (CX) continues to be a hot topic in the contact center world. How can businesses position themselves for success when the future is so uncertain? AI is another big topic — specifically, how new technology in this space can help contact centers create a seamless customer support journey. Kevin Horgan.

Customer Experience 142

Customer Experience Contact Center Consulting Consulting 142

AWS Machine Learning

MAY 9, 2024

For organizations to be successful in their generative AI journey, there is growing importance for coordinated collaboration across lines of businesses and technical teams. Governance Establish governance that enables the organization to scale value delivery from AI/ML initiatives while managing risk, compliance, and security.

Government 94

Government Best practices Benchmark Metrics 94

VirtualPBX

OCTOBER 19, 2023

In our relentless pursuit of supporting businesses across diverse industries , we are thrilled to announce a game-changing initiative: the introduction of our Playbooks. These meticulously crafted guides, tailored for the legal, franchise, dental, real estate, and new business sectors, are your roadmap to success.

Real estate 105

Real estate Finance Marketing Enterprise 105

ChurnZero

MAY 4, 2023

There’s a closely held growth secret among large B2B professional services firms, like consultants, accountants and law firms, that Customer Success Managers (CSMs) might appreciate: The more relationships a client has across a firm, the lower that client’s flight risk.

SaaS 98

SaaS Best practices Gamification Feedback 98

Nicereply

OCTOBER 17, 2023

Intelligent support operations really benefit the entire organization with support being at the center of the data collection. For years, revenue, development, and IT have had operations teams to help them be more successful. More recently, these concepts are being applied within Support.

Engineering 52

Engineering Feedback Accountability Customer centricity 52

Totango

JANUARY 22, 2024

AI also emerged as a topic when we asked three of our executive leaders – Chief Marketing Officer Karen Budell , SVP of Customer Success Chris Dishman , and Chief Revenue Officer Dennis Reardon – to share their industry predictions for 2024. By nature, CSMs feel inclined to assume any responsibility involving the customer.

Enterprise 95

Enterprise SaaS Engineering Technical Support 95

Fonolo

NOVEMBER 26, 2020

However, customer service professionals need more than smarts to be successful — especially when working in a contact center. Empathy is one of the hottest topics in the industry right now, with the pandemic revealing how important genuine human connections are. Why EQ is Important for Customer Support Agents.

Contact Center 167

Contact Center Call Center Chatbots Customer Support 167

Totango

MARCH 8, 2022

Getting involved in the best customer success communities can give you access to the resources you need to take your CS team to new levels of performance. Here’s our guide to the top customer success communities in 2022 and what they have to offer. What Is a Customer Success Community? Supporting CS research.

Best practices 116

Best practices SaaS B2B Marketing 116

Connect

APRIL 18, 2024

Gen AI is a trending topic because businesses and consumers are captivated by the potential applications the technology holds in how the world works and engages, with the AI arms race between OpenAI, Microsoft, Google, and Meta escalating with the public release of platforms like ChatGPT, Bing Chat, Baard (now Gemini) and Meta AI.

Virtual Agent 88

Virtual Agent Chatbots Average Handle Time Engineering 88

Totango

NOVEMBER 27, 2023

“Customer success is driving value to customers. Digital customer success is driving value more efficiently using a software or service that allows companies to grow and deliver value without using excessive resources” – Chris Dishman, SVP Customer Success, Totango.

Enterprise 104

Enterprise Best practices Marketing Sales 104

Lumoa

JANUARY 8, 2024

And, if you’re nodding along, I’m also betting you’re savvy enough to know that the future of business success is tightly intertwined with embracing Machine Learning (ML) and Artificial Intelligence (AI). Topic Modeling: This is the opposite of digging deeper into the sentiment. We know Apple’s global.

Feedback 157

Feedback Analytics Multichannel Surveys 157

COPC

APRIL 1, 2024

These advancements are not only reshaping new hire training but are also setting new benchmarks for efficiency and effectiveness in customer support. research shows that a sizable percent of organizations (42%) currently use AI for customer support or plan to do so, signifying a trend toward adopting AI in customer care functions.

Customer Experience 91

Customer Experience Gamification Benchmark Chatbots 91

Guru

OCTOBER 19, 2020

Guru's digital speaker series Remotathon shines a light on some amazing people and companies — like Shopify , Slack , Handshake , and Noom — who shared insights on how we can best support our teams during this tough time. More than Support: Building a 21st Century CX Team. Working Smarter, Not Harder: Process & Automation at Scale.

Customer Support 118

Customer Support Best practices Management 118

ChurnZero

FEBRUARY 15, 2024

Organize your content strategy into a community content calendar using a project management tool like Monday.com , or even a simple spreadsheet like Excel or Google Sheets. However, those in roles like customer success have valuable insights from their interactions with customers. 5: Offer support along the way.

Analytics 52

Analytics Personalization Management 52

ChurnZero

NOVEMBER 3, 2020

Throughout the conference we conducted a series of audience poll questions, that related to the session topics. We received poll responses from over 800 Customer Success professionals who also attended the conference. . If you are experiencing growing pains within your Customer Success team, you are not alone. .

Time management 98

Time management Management 98

delighted

OCTOBER 17, 2023

Employee surveys can be used to ask employees for feedback on various topics related to their experience at your organization, including their engagement level, overall satisfaction with their job, their intent to stay at your company, or why they’ve chosen to leave. Maximizing manager effectiveness. Increasing employee performance.

Surveys 79

Surveys Employee engagement Feedback Management 79

BlueOcean

OCTOBER 4, 2023

When one in five of your customers speak something other than English as their first language, providing bilingual customer support is critical. Providing bilingual French-English support has been a way of life in Canada since, well, forever. The impact of bilingual support on the customer experience cannot be understated.

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

Playvox

FEBRUARY 6, 2024

It’s often the continuous improvement or quality management (QM) piece where contact centers struggle. In an era of agent turnover, budget cuts, and fleeting customer loyalty, it’s useful to explore the evolution of quality management from its traditional, compliance-focused roots to a modern, customer-centric approach.

Quality management 83

Quality management Customer centricity Management Contact Center 83

Totango

DECEMBER 26, 2021

Check out these five tips for how to fight burnout and keep your customer success team healthy and effective. . Build an Open and Supportive Work Environment. As a customer success leader, you are responsible for setting the right tone and creating the right environment for your team to be successful.

Enterprise 103

Enterprise Personalization Best practices Management 103

Fonolo

JANUARY 14, 2021

This is why fostering a culture of inclusion, especially today when contact center workers are on the front lines of your business supporting your customers. By creating an environment where your agents feel appreciated, valued, and accepted, you set your team up for success even before they hit the phone lines. – WhosOn.

Contact Center 150

Contact Center Agent Empowerment Morale Coaching 150

Aspect

MARCH 30, 2020

The true measurement of success is really whether your company has Technology Continuity as well as Workforce Continuity. Leadership Continuity, in this case, is not another form of succession planning. With more clients supported on our re-architected infrastructure, this is excellent news. So – let’s break it down.

Government 153

Government Contact Center Education Consulting 153

ChurnZero

MAY 26, 2021

Thousands of user-created Slack communicates exist that allow people to virtually meet and discuss a certain topic or practice. There are a number of Slack communities that have been created specifically for Customer Success professionals. CS in Focus applies the same mentality to Customer Success professionals. CS in Focus.

SaaS 86

SaaS Best practices Analytics Metrics 86

Fonolo

JANUARY 14, 2020

When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content. Top Pick: Knowledge management and missed opportunity.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

AWS Machine Learning

JANUARY 5, 2024

Many organizations have been using a combination of on-premises and open source data science solutions to create and manage machine learning (ML) models. Data science and DevOps teams may face challenges managing these isolated tool stacks and systems. Wipro is an AWS Premier Tier Services Partner and Managed Service Provider (MSP).

Management 113

Management APIs Engineering Government 113