CCNG

FEBRUARY 24, 2022

The very technology companies implemented to hire “perfect” candidates is now keeping perfectly capable candidates hidden at a time employers are struggling to find workers. That has worked very well historically, but in the current job market companies should instead emphasize human asset maximization. Evaluate your current diversity.

Chatbots 369

Chatbots Contact Center Technology Personalization 369

Beyond Philosophy

NOVEMBER 30, 2023

1 Net Promoter ® , NPS ® , NPS Prism ® , and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Net Promoter Score SM and Net Promoter System SM are service marks of Bain & Company, Inc., You can have a strict policy that protects the company or a generous policy that favors the employee.

Finance 195

Finance Customer centricity Accountability Technical Support 195

ShepHyken

MARCH 4, 2022

Take a whole company approach to the customer experience. Involving everyone in the company with the customer experience changes the entire dynamic. While the customer service team is crucial to the company’s purpose, each employee should feel equally responsible for providing customer satisfaction. .

Customer Experience 181

Customer Experience Customer centricity Sales Marketing 181

ShepHyken

NOVEMBER 18, 2022

This week, we feature an article by Kateryna Boiko, Marketing Director at Mobilunity , an organization that provides dedicated digital marketing and development teams to companies worldwide. She shares the benefits of having dedicated customer support in B2B organizations. Benefits of dedicated customer support .

B2B 168

B2B Customer Support Best practices Coaching 168

ShepHyken

FEBRUARY 25, 2024

4 Reasons Why Your Customer Service Is About to Get a Whole Lot Better in 2024 by Mike Murchison (Entrepreneur) When it comes to AI and customer service, we’re going to see a virtuous cycle in 2024. If your company has a website, they have a digital experience. My Comment: We start this week’s roundup with an article about AI.

Customer Service 153

Customer Service Customer advocacy Average Handle Time Customer centricity 153

ShepHyken

SEPTEMBER 8, 2020

Creating a Company with the Best Customer Experience Culture. Successful companies known for their innovation all share common cultural values of curiosity, grounding, discovery, trust and passion. Companies must emphasize the truth—the whole and complete truth—in their culture and values.

Customer Service 309

Customer Service Personalization Customer Experience 309

AWS Machine Learning

OCTOBER 31, 2023

Enterprise Resource Planning (ERP) systems are used by companies to manage several business functions such as accounting, sales or order management in one system. Different organizations within a company might use different ERP systems and merging them is a complex technical challenge at scale which requires domain-specific knowledge.

Healthcare 101

Healthcare APIs Engineering Accountability 101

ShepHyken

JULY 9, 2021

All company leaders know that their customers are the lifeline of their business — without loyal customers who would rather choose your product or service over one of your competitors, your business could ultimately become stagnant and fail. The goal is to make your clients feel valued and supported. first-round interview questions ?or

Consulting 339

Consulting Consulting Enterprise B2B 339

Help Scout

AUGUST 22, 2023

Getting the whole team to answer support questions is the fastest way to ensure your company truly understand the customer experience. Read the full article

Customer Experience 75

Customer Experience 75

TechSee

SEPTEMBER 28, 2023

Users have to learn a whole new set of prompts and skills. More specifically, as it relates to our domain, all survey cohorts expressed strong concerns that AI will be rolled out when it saves companies money, even if it is ill-suited to a particular task. Generative AI holds incredible potential.

Surveys 124

Surveys Chatbots Education Customer Support 124

ShepHyken

APRIL 5, 2019

This week we feature an article by Irina Kirnos who writes about how chatbots are customer experience tools that are changing the way that companies interact with their customers. These virtual customer experience tools are transforming the way that companies interact with their customers in the contact center environment.

Chatbots 290

Chatbots Customer Experience Cloud contact Contact Center 290

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

Zappix

MARCH 21, 2024

As we delve deeper into the digital age, customer expectations continue to soar, pushing companies to adopt new strategies and technologies to meet these demands. Hyper-Personalization Personalization has been a buzzword in customer service for some time now, but in 2024, it’s taking on a whole new level.

Customer Service 52

Customer Service Self service Chatbots Analytics 52

TeamSupport

JULY 31, 2023

The data collected in your customer support department does not begin and end with customer support personnel. The benefits of the data collected here touches every other aspect of your business including hiring, product support, marketing strategy, and more.

Customer Support 97

Customer Support Metrics Coaching Marketing 97

Joe Rawlinson

FEBRUARY 16, 2024

This kind of support can help to increase your team’s resilience while also promoting individual growth and building their trust in you. Encouraging Diversity and Inclusion Diverse viewpoints and ways of doing things can help add depth and variety to your team and business as a whole.

Morale 78

Morale Employee engagement Personalization 78

The Northridge Group

MARCH 8, 2024

As a single mother, Kelsey says it’s important to her that she is surrounded by strong women who can stand on their own, but offer support to others, too. After 911 – there was a whole lot of things going on and I had twins and didn’t have a lot of support. I just had to go get a job to support my children.”

Consulting 135

Consulting Consulting Telecommunications Advertising 135

Help Scout

APRIL 29, 2021

Your culture is the set of beliefs held by your employees about your company: who and what it is for, what it values, and how they act in response to those beliefs. Every company has a culture, and it isn’t something you can directly build. What differentiates a typical company from one that has a strong customer service culture?

Customer Service 139

Customer Service Customer centricity Chief Customer Officer Metrics 139

Totango

APRIL 18, 2022

In this article, we’ll look at the mistake of not putting customer success into the hands of your whole team. . You’re sitting on hold with tech support for hours only to hear that dreaded phrase “turn it off and back on again.” We’ve all been there. Customer success is a fast-paced industry. Quick Adoption is Key to Success.

Best practices 94

Best practices Self service Consulting Consulting 94

Fonolo

AUGUST 29, 2018

Here, experts and influencers in the CX and CS industries give us incredibly valuable soundbites on best practices, boosting morale, improving performance, implementing technology, building partnerships, and delivering a well-orchestrated customer support offering to your burgeoning audience of customers. Contact center professionals?

Contact Center 271

Contact Center Brand ambassadors Morale Telemarketing 271

Tethr

OCTOBER 27, 2021

Customer service primarily occurs in the support centers of your business. Customer service is the hands-on, boots-on-the-ground response to customer needs, where a representative from your company is working directly with a customer to solve their problem. What is customer service? How important is good customer service?

Customer Experience 97

Customer Experience Customer Service Construction Metrics 97

TechSee

APRIL 28, 2023

Visual Support for Medical Devices Can be a Game-Changer As a Type-1 Diabetic, I have faced many medical challenges and obstacles in the past 20 years. Nobody proving the medical device support could seem to figure out what the issue was. Having no visual guidance or support. Every phone call was the same. But it wasn’t.

Healthcare 109

Healthcare Technical Support Technology Customer Experience 109

CSM Magazine

APRIL 30, 2024

Graphisoft is evolving its internal systems to support its fundamental shift in business model from perpetual to SaaS. The collaboration presents a promising future for both companies and sets a precedent for other businesses looking to transition towards a SaaS model using Salesforce solutions.

SaaS 52

SaaS B2C Construction Consulting 52

SharpenCX

DECEMBER 8, 2021

As of May 2021, nearly 70% of companies reported they plan to fully adopt a remote work or hybrid work model. Many prominent companies have already made the switch indefinitely, including brands like Adobe, Salesforce, Spotify, and Twitter. Get your employees away from their desk with company activities.

Employee engagement 137

Employee engagement Contact Center Call Center Coaching 137

TeamSupport

NOVEMBER 18, 2022

Support demand is rapidly and continuously increasing and few businesses are prepared to address the rising needs of their customers. According to TeamSupport’s State of Support report for 2022 , overall support demand is rising at an average rate of 11%. Essentially rising support demand will likely hurt your business’ revenue.

Upselling 98

Upselling Customer Support B2B Customer Experience 98

Totango

FEBRUARY 23, 2024

On the other hand, the CCO focuses on what happens after the sale, overseeing onboarding, customer support, driving retention, and minimizing churn. That’s a whole level of data and visibility that marketers maybe weren’t focused on initially because we’re all about the pipeline and helping sales close those deals.”

Chief Customer Officer 92

Chief Customer Officer Customer centricity Metrics CRM 92

24-7 InTouch

FEBRUARY 21, 2024

Effective communication, personalized care, and a supportive environment are all key components to shaping positive interactions. Tailoring Customer Experience Through Innovation Health tech companies must prioritize user experience and customer satisfaction. Learn more about how we serve health tech companies at IntouchCX.

Healthcare 52

Healthcare Consulting Consulting Technology 52

Ansafone

OCTOBER 30, 2022

Companies shouldn’t limit themselves when it comes to looking towards the future. That’s why businesses need to ensure they are equipped to support customers from across the country and across the globe. By accommodating a variety of languages, a company’s customer base can be expanded.

Contact Center 62

Contact Center outsourcing Call Center Answering services 62

Kayako

JANUARY 17, 2018

When we talk about customer experience, many of us think about support. That involves a whole lot more than just your customer service or support team. That involves a whole lot more than just your customer service or support team. Creating an effortless customer experience is the whole company’s stance.

Customer Experience 179

Customer Experience Customer centricity Education Sales 179

ChurnZero

APRIL 1, 2024

One major issue, however, is that so many software and tech companies are still using many manual processes. It’s an opportunity to not only learn about what success looks like to them, but also a time where they learn about your company and how you are going to ensure their success. Related: AI adoption by CS teams. Find out more.

Journey mapping 76

Journey mapping Feedback SaaS Surveys 76

TeamSupport

OCTOBER 4, 2022

A company's ability to provide an ideal B2B customer support experience is only capable of going as far as it can meet customer expectations. Businesses can set themselves up for long-term success by relying on the best B2B support software and adhering to these five strategies: Five customer service strategies to follow.

Management 126

Management B2B Customer Support Customer centricity 126

ConvergeOne

NOVEMBER 29, 2022

The key components within the infrastructure include cloud services, compute, storage, networking, the edge, management and lifecycle support. The infrastructure as a whole must be designed with resiliency in mind, so that it supports high availability and failover. It needs to be part of the general business strategy.

Enterprise 94

Enterprise Technology Sales Marketing 94

Customer Service Life

MAY 16, 2022

The first time she got out, we just put the brick in the wrong place and found that she had moved a couple of feet into the neighboring fish tank, enjoying the warm water, and keeping our Betta named “Shrimpy” company. This whole experience got me thinking about my work in customer support and customer experience.

Feedback 122

Feedback Engineering Customer Experience Accountability 122

ConvergeOne

DECEMBER 14, 2021

Alliance Residential Company, one of the largest multifamily housing real estate developers in the United States, needed to rebuild many of its internal corporate support departments, including the IT department, after its sale of its management division. We needed a solid foundation to lead this company into the future,” said Sherida.

Real estate 89

Real estate Sales Management 89

TeleDirect

OCTOBER 23, 2023

And while technology has redefined whole industries, your clients still want real connections. Business call forwarding ensures every call is answered and every customer receives the best customer service and support. For some clients, that means 24/7 support. In today’s world, the customer experience is everything.

Customer Support 62

Customer Support Business Process Outsourcing outsourcing Call Center 62

Nicereply

JANUARY 30, 2023

It can be overwhelming to sit down and start thinking about all of the things that you need to do to sort out the growth of your support team in the new year. If you’re growing your number of customers or orders in the next year, you’ll need to plan how to support them. Taking a look at other company metrics might help.

Metrics 98

Metrics Finance APIs Customer Support 98

Totango

NOVEMBER 10, 2023

In today’s constantly changing environment, B2B companies will drive the majority of their growth from retention and expansion. Our partnership and pre-built SuccessBLOC with Higher Logic makes it seamless for Totango partners to support community engagement and development. 80% of net revenue comes from the customer base.

Journey mapping 98

Journey mapping Construction B2B Education 98