CommBox

OCTOBER 18, 2023

In this blog, we’ll dive into this new era and explore how embracing Generative AI can benefit customer service and support teams, and why it’s a crucial tool for staying ahead in the competitive landscape. GenAI tools such as ChatGPT can help amplify existing AI chatbots, while keeping the original script and objectives.

AI 98

AI Customer Service Artificial Intelligence Omnichannel 98

Fonolo

MAY 30, 2023

Managers know that call center workforce management matters. Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. Executive Guide to 6 Call Center Metrics What is Workforce Management in a Call Center? The results?

Contact Center 106

Contact Center Customer Satisfaction CX CRM 106

SurveySensum

JANUARY 5, 2024

Their insights revealed a surge in “workout plans” and “nutrition tips” queries on their knowledge base. These VoC insights are a powerful tool that unlocks what they love, want, and truly feel about products or services. But the challenge is – How do we gather these VoC insights from the knowledge base?

VOC 52

VOC E-commerce Text Analytics Customer Satisfaction 52

Totango

NOVEMBER 1, 2021

Belinda Brooks, Customer Success Director at On24, talked about her experience leading a well-established CS team, while Maya Zippel, Enterprise Customer Success Manager at WalkMe, spoke from her perspective of leading a CS team that is just getting off the ground. 5 Key Takeaways. Need help leading your CS team?

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98

Intercom

DECEMBER 19, 2023

” The message behind this blog post and video comes at the perfect time for support reps who may be feeling a little apprehensive about what their future roles will look like. This blog post dives into the new approach we devised at Intercom to re-identify our PMF. to knowledge manager, to support design strategist.

AI 96

AI Engineering Sports Customer Service 96

Hodusoft

JULY 19, 2023

In-Depth Guide: Inbound Call Center Software Inbound call center software is an essential tool for delivering optimal customer service. It is designed to help businesses in efficient management and handling of large volumes of incoming customer calls. In this blog, we will explore everything related to inbound call center software.

CRM 98

CRM Customer Satisfaction Compliance Artificial Intelligence 98

SurveySensum

OCTOBER 12, 2023

But like every other customer feedback tool, InMoment also has some drawbacks that have encouraged users, such as yourself, to look for InMoment alternatives. So, with this blog, we will talk about the top 7 InMoment alternatives and competitors that you can explore for effective feedback management.

Text Analytics 52

Text Analytics Actionable Insights NPS Customer Feedback 52

Execs In The Know

APRIL 7, 2024

Workforce management (WFM) provides several benefits to agents, including improved focus, additional resources, and valuable assistance. WFM lets the team understand where we need extra support or training The expectation here can vary depending on what goals the managers are pushing towards.

Scorecard 52

Scorecard Start-ups Education Customer Experience 52

SurveySensum

OCTOBER 17, 2023

This is why, in this blog, we will explore the top 15 customer feedback tools for NBFCs that you can use for your business to collect customer feedback and gauge customer loyalty and satisfaction. But before that, let’s first understand what an NBFC customer feedback tool is. What is a NBFC Customer Feedback Tool?

Customer Feedback 52

Customer Feedback NPS Actionable Insights Sentiment Analysis 52

Totango

NOVEMBER 1, 2021

Belinda Brooks, Customer Success Director at On24, talked about her experience leading a well-established CS team, while Maya Zippel, Enterprise Customer Success Manager at WalkMe, spoke from her perspective of leading a CS team that is just getting off the ground. 5 Key Takeaways. Need help leading your CS team?

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85

SurveySensum

OCTOBER 10, 2023

But like any other great tool ever made, Delighted also has some drawbacks that hold it back. This includes managing contact lists, tracking customer attributes, difficulty setting up web surveys, tracking customer attributes, lack of advanced reporting, etc. As a result of these drawbacks, users look for other alternatives.

Actionable Insights 52

Actionable Insights Start-ups NPS Customer Feedback 52

Hodusoft

MARCH 21, 2024

Whether it is about offering customer support or managing the data, BPO plays a key role in the success of today’s businesses, connecting companies with specialized services across borders. To deal with high turnover rates, BPOs must invest in the right tools and training programs that lead to improved agent satisfaction and growth.

Omnichannel 52

Omnichannel Contact Center Social Media Data Entry 52

Totango

DECEMBER 7, 2023

Teaming leaders from each of these functions to focus on a respective industry, these “pods” work together to build deep knowledge and vertical expertise. The post Harmonizing sales and CS to drive revenue growth and deliver value (Part 2) appeared first on Best Customer Success Blog: Articles for Enterprise Growth.

Sales 89

Sales Scorecard NPS Customer Acquisition 89

UJET

AUGUST 5, 2020

There are other ways to gain this knowledge and perspective, but nothing promotes it more than an internal advocate with ground-level experience (and the ability to widely share it). It reveals a new angle and expands the collective knowledge of the industry beyond country borders. Remote Work Management. Project Management.

Start-ups 133

Start-ups Actionable Insights 133

Totango

JUNE 10, 2022

As we saw in our 2021 State of the Customer Success Industry and Salary Report , the role of Customer Success Manager (CSM) is one of the fastest-growing jobs in the industry. Once we laid this foundational work, we were able to target other areas of opportunity (such as training, QBRs, tools, cross-departmental partnerships, etc.).

Start-ups 101

Start-ups Customer Loyalty Customer Satisfaction Sales 101

Totango

FEBRUARY 1, 2022

Qlik’s Vice President of Customer Success Operations and Chief of Staff Chris Wood and his team were on the hunt for a customer success tool that could help them do three things: Streamline processes. Each SuccessBLOC is filled with best practices, tools, KPIs, dashboards, and more for various stages of the customer journey.

Touchpoint 96

Touchpoint Start-ups 96

Callminer

DECEMBER 17, 2019

Tools like speech analytics solutions help monitor QA, ensure compliance, and provide insights that aid in agent performance management , as well. “Consumers prefer the following channels: phone (61%), email (60%), live chat (57%), online knowledge base (51%) and “click to call” support automation (34%) (eConsultancy).”

Contact Center 207

Contact Center Finance AI Innovation 207

Totango

SEPTEMBER 20, 2022

To enable customers, Customer Success teams may use methods such as: Assigning a Customer Success Manager to assist customers. Improving support by providing self-service tools and using automation to manage routine inquiries and route manual tickets to the appropriate representatives.

B2B 82

B2B Net Promoter Score Education Social Media 82

Totango

OCTOBER 18, 2023

Pre-built customer success program templates embedded with industry best practices and expert knowledge, SuccessBLOCs help businesses of any size get started and customize their programs to their business goals. This demand is just one reason why we put SuccessBLOCs at the heart of our software.

Customer Journey Map 101

Customer Journey Map Touchpoint Start-ups Business Growth 101

Zendesk

MAY 31, 2023

In this second part of the discussion, Zendesk’s Maddie Hoffman —director of self-service and automation at Zendesk—joins Loman and Saunders in an in-depth conversation about how generative AI will have sweeping effects on self-service, knowledge management, and what customers will come to expect from the companies they patronize.

AI 52

AI Sentiment Analysis Customer Retention Customer Experience 52

Totango

NOVEMBER 1, 2021

Belinda Brooks, Customer Success Director at On24, talked about her experience leading a well-established CS team, while Maya Zippel, Enterprise Customer Success Manager at WalkMe, spoke from her perspective of leading a CS team that is just getting off the ground. 5 Key Takeaways. Need help leading your CS team?

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Intercom, Inc.

JANUARY 14, 2021

And so, in 2014, he founded Productboard , a product management system that incorporates customer feedback and insights to help product teams build better products. I started as a product manager and ended up as the VP of product. Then, being the head of the department, I was responsible for managing multiple teams.

Engineering 225

Engineering Start-ups E-commerce Sales 225

Totango

SEPTEMBER 7, 2021

These include engaging your customers from a 360-degree perspective, using support tools to help your clients use your product and taking a digital-first, team-based approach to customer success. B2B customer success management requires going beyond reactive customer service to proactive teamwork promoting client success.

B2B 80

B2B B2C Technology Technology 80

ProProfs

JULY 3, 2020

Whether it is about taking a fun quiz to kill some time or learning about a specific topic, quizzes are a great source of knowledge and entertainment. . Learning facts and gaining knowledge can’t get better than this! Test your knowledge about random facts and expand your knowledge category with these trivia quizzes.

Entertainment 99

Entertainment Sports Social Media Finance 99

Zendesk

FEBRUARY 17, 2022

Research shows that lead magnets are incredibly effective lead generation tools: 50 percent of marketers experience higher conversion rates when they use lead magnets. Quizzes strike that balance well—they’re a great way to build knowledge of a subject, and they’re fun to take. Private networking or knowledge group. The reason?

Social Media 98

Social Media Engineering Customer Acquisition Start-ups 98

Execs In The Know

MARCH 31, 2023

When customer service agents have the tools they need to feel empowered in their role, they can generate an invaluable rapport with customers. For example, a high customer effort score coupled with a low agent effort score may suggest agents are overworked or using inefficient tools. Guest blog post written by Gladly.

Customer Satisfaction 52

Customer Satisfaction Customer Loyalty CX Start-ups 52

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content. Here, we cover the 20 best customer service blogs and influencers to follow in 2020.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Intercom, Inc.

DECEMBER 14, 2022

From self-serve queries to complex customer requests, teams across your organization can collaborate without switching tools in a next-gen support solution designed for efficiency and speed. We don’t have to pay for two systems anymore, and our support teams don’t waste time switching between two tools. ”. A manager-specific view.

Customer Satisfaction 104

Customer Satisfaction Customer Feedback Gaming Customer Service 104

Hodusoft

OCTOBER 19, 2023

They help manage customer interactions by serving as the initial point of contact. In this blog, we will discuss various practical strategies for reducing operational expenses associated with BPOs. By managing urgent issues on priority, customer satisfaction and loyalty can be enhanced greatly. million in 2022 to US$34, 570.73

Contact Center 52

Contact Center Predictive Analytics Non-Profits Customer Satisfaction 52

UJET

MARCH 17, 2020

But even with a dispersed team, managers and supervisors can ensure that agents are providing the expected high-quality support to maintain positive customer experiences. Here are five tips to manage your remote customer support agents. Use the Best Tools and Platform. Daily Check-Ins.

Contact Center 121

Contact Center Customer Satisfaction Customer Feedback Customer Experience 121

Intercom, Inc.

MARCH 26, 2018

Your help center is the home of all knowledge about your product. This makes it a critical retention tool. Managing help articles is a process of constant prioritization. They’ll notice when an article is out of date, if it doesn’t explain a process clearly enough, or if there’s a knowledge gap in your help center.

Education 190

Education Start-ups 190

Intercom

MAY 9, 2023

Well, we believe customer service leaders already have all of the knowledge and expertise they need to implement AI and uplevel their team’s success. Much the same principles apply when adding an AI tool like Fin to your tech stack. What new efficiencies could be unlocked with a tool as powerful as Fin?

AI 59

AI Start-ups Customer Service Technology 59

Intercom, Inc.

OCTOBER 5, 2022

Each person on your team has different needs, responds to feedback in different ways and evolves in different trajectories – and management should always reflect that. But no matter how isolating a management position can feel, you’re not going through it alone. Her latest book, Resilient Management , was born out of that.

Engineering 118

Engineering Gaming 118

Hodusoft

MARCH 6, 2024

In this blog, we will delve into the details of how BPOs are helping e-commerce businesses improve operational efficiency and customer support services using contact center software. Leveraging automation tools and streamlining communication channels along with key strategies can empower agents to overcome this challenge.

E-commerce 52

E-commerce Contact Center Social Media Gaming 52

Execs In The Know

APRIL 29, 2022

Research shows that customer operations leaders in large organizations rely on an average of 175 SaaS applications to manage their CX workflows remotely. To address the situation, many companies are looking at tools like Fin’s Work Insight Platform. Guest blog post written by Fin.

CX 98

CX Actionable Insights Touchpoint Technology 98

ProProfs

JUNE 26, 2023

You can evaluate participants’ mastery of the subject matter and ensure they have the knowledge and skills to earn a certification. These programs help individuals develop the skills and knowledge they need to obtain certification or improve their job prospects. How to Create an Assessment Online 2.

Compliance 52

Compliance Education Start-ups Social Media 52

Hodusoft

OCTOBER 4, 2023

Managing the cost per call is a paramount challenge for contemporary businesses across various industries. In this blog post, we will discuss eleven practical ways through which Internet Telephony Solutions can help organizations reduce communication costs. to $5.60. Read on and thank us later.

Compliance 105

Compliance Omnichannel Real Estate Legal 105