The Complete Guide to Email Management in Higher Education: Ebook
Help Scout
AUGUST 22, 2023
Learn how to create high-quality experiences for students, faculty, and staff by taking control of your university inboxes. Read the full article
ebooks-guides 
A guided journey for choosing a Customer Data Platform
ECXO
MAY 16, 2023
We invite you to download this complimentary eBook: A guided journey for choosing a Customer Data Platform. Free Download Here The post A guided journey for choosing a Customer Data Platform appeared first on ECXO - European Customer Experience Organization.
Technology 
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Webinars
How Retailers Are Transforming Customer Experiences with Data & AI
Turn Payments Into Personalization: Unlock the Value of Transaction Data
Trending Sources
Customer experience experts insights on customer empathy
CX Network
DECEMBER 22, 2022
This Experts Insights eBook showcases lessons from customer experience (CX) experts who featured at CXN Live: Omnichannel as they explore how customer empathy is an important guide for designing omnic.
Go Beyond Call Center Coaching with Real-Time Agent Assist
Uniphore
JANUARY 24, 2022
Real-time call center coaching guides agents through each interaction with live insights and next-best actions to deliver consistently exceptional customer experiences. Check out our Agent Assist eBook to learn how to make your desktop work smarter—so you can make every agent your best agent. Cut onboarding times in half.
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Your how-to guide to growing with the Zendesk Suite
Zendesk
MAY 11, 2022
In this ebook, you’ll find best practices and actionable tips for small-but-mighty teams and complex organizations. The post Your how-to guide to growing with the Zendesk Suite appeared first on Zendesk. But while businesses felt the strain, customers didn’t lower their expectations–if anything, they raised the bar.
The True Cost of Employee Disengagement in the New Normal
Uniphore
AUGUST 6, 2021
Download eBook. Without easily accessible, curated content to guide them, agents are largely left to fend for themselves on calls. And with agent attrition racking up an estimated $91 billion* globally, the true cost of employee disengagement is too high to ignore. How Much Is Employee Disengagement Costing Your Contact Center?
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Unlocking Digital Transformation in Higher Education – A Checklist for Success
Comm100
AUGUST 28, 2023
Read the guide eBook The post Unlocking Digital Transformation in Higher Education – A Checklist for Success appeared first on Comm100.
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How to Train and Onboard (Work From Home) Contact Center Agents in 2021
Uniphore
JUNE 16, 2021
From scripting to guided flows, Agent Assist makes learning while doing possible. For more information about agile learning and the power of Agent Assist, check out our eBook and get in touch today! *HFS Research 2020. Intro to Call Center Life. Jacada’s Agent Assist can put you on the right path.
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5 Questions Call Center Leaders Ask About Agent Assist
Uniphore
JUNE 7, 2021
It uses that insight to to guide agents with actionable knowledge, rather than forcing them to search through the knowledge management system. Definitive Guide for Agent Assist. Guided workflows. Take the definitive Agent Assist eBook with you. Everything you wanted to know about assisting your agents with AI and RPA.
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4 Questions CSMs Should Ask to Gather Quantitative Results
ClientSuccess
JULY 26, 2022
You can learn more about gathering and using customer data with these additional resources from ClientSuccess : Webinar: Guide to Customer Success Metrics. eBook: Ultimate Guide to Customer Success Metrics. Want to learn more? Toolkit: Customer Success Metrics Toolkit.
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The CSM’s Quick Start Guide to Successful Client Onboarding
ClientSuccess
MARCH 16, 2022
Here is a quick start guide to ensure any customer onboarding experience is a successful one: 1.Meet eBook: Ultimate Guide to Customer Success Metrics. The post The CSM’s Quick Start Guide to Successful Client Onboarding appeared first on ClientSuccess. Toolkit: Customer Onboarding Toolkit.
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Understanding Customer Health Score: 6 Metrics To Track
ClientSuccess
JANUARY 24, 2023
If you want to see a demo of the ClientSuccess SuccessScore health scoring framework and how it can save you time and headaches and make you grow more accounts, you can request a 30-minute demo here.
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3 Ways Call Center Coaching is Leading to Customer Churn
Uniphore
JUNE 10, 2021
By giving your staff technology that works for, not against, them, you can eliminate costly “on-hold” moments, cut onboarding times and guide agents through their interaction, not through their keyboard. Download the eBook. The result: higher satisfaction scores, better agent retention rates, and lower customer churn.
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Average Session Duration and Why it Matters to SaaS Companies
ClientSuccess
SEPTEMBER 7, 2022
eBook: Ultimate Guide to Customer Success Metrics. Toolkit: Customer Success Metrics Toolkit. The post Average Session Duration and Why it Matters to SaaS Companies appeared first on ClientSuccess.
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CSM Guide to Building Customer Loyalty and Improving Retention
ClientSuccess
AUGUST 17, 2022
eBook: 3 Steps To Putting Your Customer First This Year. The post CSM Guide to Building Customer Loyalty and Improving Retention appeared first on ClientSuccess. You can learn more about building customer loyalty and improving retention with these additional resources and solutions: Webinar: The Customer Success Trust Framework.
5 Top Customer Service Articles of the Week 12-5-2022
Shep Hyken
DECEMBER 5, 2022
In this guide nine operations leaders share their stories of transformation, and the positive impact gamification has had on their business. Download the guide and start your EX transformation journey today! My Comment: Our friends at Centrical have just released an ebook about refining the employee experience (EX).
How Successful CSMs Build Strong Rapports With Customers
ClientSuccess
JUNE 29, 2022
As a CSM, you know first-hand that working with customers involves more than answering their questions, guiding them through onboarding and product implementations, and ensuring their ongoing satisfaction with your organization. eBook: How to Become a Great Customer Success Manager. Toolkit: How To Build Customer Loyalty.
10 Ways the Best Call Centers Thrive in the New Normal
Uniphore
JUNE 10, 2021
Download eBook. By creating a guided digital self-service experience for your customers, you can help them solve many of their own issues–without ever engaging an agent. Make Every Agent Your Best Agent With AI & RPA Powered Real-time Agent Assist. Use Self-Service to Handle High Call Volume.
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Differentiating Customer Success and Support
ClientSuccess
FEBRUARY 22, 2023
Check out our resources below for more customer success best practices and insights for how your organization can build strong customer relationships: eBooks: 5 Ways to Surprise & Delight Your Customers Customer Success as a Culture: Customer Success Leaders Edition Blog Posts: The Golden Rule of Customer Success: 8 Guiding Principles 6 Listening (..)
Customer Success KPIs: What CSMs Need to Know
ClientSuccess
AUGUST 10, 2022
eBook: Ultimate Guide to Customer Success Metrics. You can get more insights on customer success KPIs and the metrics your team should be tracking with these additional resources from ClientSuccess : Webinar: 5 Metrics that Matter to Customer Success and Product Teams. Toolkit: Customer Success Metrics Toolkit.
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Why Applying the Golden Rule to Customer Success Efforts Works
ClientSuccess
JANUARY 11, 2023
Here’s an overview of what we call the Golden Rule of Customer Success – 8 Guiding Principles: Understand customer needs, goals and motivations. Learn more about building customer loyalty in this ebook. Create an atmosphere of trust with customers. Always prioritize the customer’s success over short-term profit margins.
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A Shopping Checklist to Find the Best Live Chat Providers for Government Websites
Comm100
JANUARY 5, 2022
For a more comprehensive guide into buying live chat software, download this free guide: The Live Chat Buyer’s Guide. Read this guide to do this for live chat. That way, the right agent will receive the right customer query every time. As with any technology purchase, you need to be confident your making the right choice.
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3 Steps to Leverage Your Customer Health Score
ClientSuccess
FEBRUARY 7, 2022
The Health Score serves as an internal signal alerting CSMs and other resources of customer behavior and sentiment, which can help guide strategic next steps and long-term planning. . eBook: 3 Steps To Putting Your Customer First This Year. Webinar: How to Build a Health Score that Actually Works. Toolkit: Churn Management Toolkit.
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Ready to Boost Customer Retention? 3 Tips That Can Help!
ClientSuccess
NOVEMBER 2, 2022
While multiple factors drive customer retention (including product value and internal customer issues, which a CSM will have little control over), customer success managers can strategically focus their efforts, conversations, and recommendations for customers to help guide them toward long-term, mutually beneficial partnerships.
The Power of Empathy: How it Impacts Customer Success
ClientSuccess
FEBRUARY 14, 2023
Check out our resources below for more customer success best practices and insights for how your organization can always ensure the customer is at the center: eBook: 5 Ways to Surprise & Delight Your Customers 3 Steps to Putting Customers First Blog Posts: The Golden Rule of Customer Success: 8 Guiding Principles 6 Listening Techniques of Great (..)
3 Customer Success Operations Considerations
ClientSuccess
NOVEMBER 9, 2022
With numbers and metrics guiding strategic decision-making, operations resources can help CSMs identify red flags, create targeted action plans for customers, and even predict issues before they occur. eBook: CSM from the Trenches: Implementing Customer Success. Data is the driving force of any successful operations strategy. .
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Achieving Marketing, Sales, and Service Success
SugarCRM
JULY 15, 2021
If you would like to learn more about marketing, sales, and service success, we highly recommend these resources: CRM and Marketing Automation Integration Simplified – If you’ve heard the buzz around “seamless integration,” but are unsure of what it truly means or why it’s important, this eBook is for you.
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Top 3 Factors to Consider When Evaluating Customer Success Software Providers
ClientSuccess
FEBRUARY 1, 2021
eBook: The Ultimate Guide to SaaS Customer Success Metrics. With ClientSuccess – a customer success management platform built by account managers for account managers – your team has access to a single software solution that allows for complete visibility across all customer activities, from onboarding to retention to growth. .
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Live Chat Resellers – Why You Should Choose Comm100
Comm100
DECEMBER 15, 2020
Live Chat Buyer's Guide. Take a look at our helpful eBook – The Live Chat Buyer’s Guide: What to Look for and How to Ask. Free eBook. To find out more about Comm100’s live chat software reseller program, get in touch with our team today. Need some extra help in choosing the right live chat software?
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Is Your Customer Success Team Reactive or Proactive?
ClientSuccess
OCTOBER 12, 2020
Visualizing every step of the customer relationship can help CSMs anticipate where to guide accounts as well as identify potential red flags in account management. . You can learn more about proactive customer success with these other resources: eBook: Customer Success as a Culture: Customer Success Leaders Edition.
Customer Success Considerations: SaaS Average Session Duration
ClientSuccess
SEPTEMBER 28, 2022
eBook: Ultimate Guide to Customer Success Metrics. You can learn more about other customer success metrics with these additional resources from ClientSuccess : Webinar: 5 Metrics that Matter to Customer Success and Product Teams. Toolkit: Customer Success Metrics Toolkit.
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We’ve Launched! (A New Website)
Kerry Bodine
JANUARY 11, 2017
actually describes our consulting services (imagine that), and provides access to resources like eBooks and templates. So check out our two new guides that help you find the perfect workshop venue and gather all the materials you’ll need. Our site now features the “& Co.” part of our organization (yay, Amelia !),
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When the Cloud Won’t Cut It: Deploying On-Premise Customer Engagement Software
Comm100
JUNE 24, 2020
Download this free eBook below to learn how to choose the best digital omnichannel vendor for your needs and how to implement a program that will generate ROI. Free Download: Mastering Omnichannel CX: A Success Guide. Download Now.
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Omnichannel Customer Support – a Shopping Checklist
Comm100
MAY 13, 2020
This blog post is a snippet from our eBook, Mastering Omnichannel CX. Download the full eBook to learn how you can successfully implement a digital omnichannel strategy. Free Download: Mastering Omnichannel CX: A Success Guide. Download Now.
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4 Contact Center Reports to Start Off Your Year
Fonolo
JANUARY 31, 2018
The Inner Circle Guide to Cloud-based Contact Centre Solutions. Our favorite chart: KPI Guide for Omni-Channel Contact Centers. For more on this topic, see our eBook Guide to Call Center Metrics. And feel free to let us know in the comments what kind of topics you’d like us to cover. Who wrote it: ContactBabel.
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10 Tips for CSMs to Develop Active Listening Skills
ClientSuccess
OCTOBER 12, 2021
We all need a little help guiding our thoughts sometimes. Ask open-ended questions to help guide a customer towards what their end goal or thought is. eBook: How to Become an Elite Customer Success Leader. Tips for active listening. Here are ten tips for CSMs to develop active listening skills: 1. Ask open-ended questions.
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The appliance of science: Mark Roberge’s formula for scaling
Intercom, Inc.
SEPTEMBER 10, 2020
Mark’s latest ebook, The Science of Scaling , outlines a precise framework for success. This approach has been the bedrock of Stage 2 Capital’s method in guiding entrepreneurs and new companies through the scaling process. . Listen to the full episode above or check out Mark’s key takeaways below. A data-driven framework for scaling.
4 Ways Small Businesses Use Free Chatbots to Drive Sales
Comm100
JULY 6, 2021
Sitting within the live chat app, Task Bot is a 24/7 customer attendant that answers visitors’ questions and helps to guide them to the right resource or agent. A task bot can be used to gain leads for: Webinars Newsletters Events eBooks Product demos Follow-ups And much more. Comm100 Task Bot can also be used for meeting bookings.
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Part 2: What is a Customer Satisfaction Score and How Should CSMs Use It?
ClientSuccess
APRIL 19, 2022
eBook: Ultimate Guide to Customer Success Metrics. Learn more by checking out these related ClientSuccess resources: . Webinar: Using Your NPS Campaign to Power Your Business. Webinar: How to Build Out Your Customer Health Score Using the Customer Maturity Index. appeared first on ClientSuccess.
Why Call Center BPOs Need to Offer Call-Backs
Fonolo
NOVEMBER 2, 2017
Their team is very experienced and guided us through quick implementation…The service has performed flawlessly through a very heavy period of holiday growth providing a much needed solution for our clients…reducing abandonment rate and improving SLA compliance. eBook: The ROI of Call-Backs for Your Call Center. Decrease Handle Time.
6 Nurture Campaigns to Jumpstart Your Marketing Efforts
SugarCRM
JANUARY 4, 2022
Content to consider including : Welcome letter from your CEO, key contacts, educational materials such as webinars or user guides, and potentially new value-added products or services they should buy. Share thought leadership materials that will prove you as a trusted advisor (eBooks, whitepapers, third-party articles).
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Live Chat Software – If You’re Only Typing, You’re Missing Out
Comm100
DECEMBER 8, 2020
Many live chat agents use it when tackling more difficult website-related issues or guiding customer through troubleshooting steps. Agents can send a range of files to provide more information to the customer such as screenshots, presentations, guides, and catalogues – all without having to force the visitor to change channels to email.
How to Add Live Chat to your Website
Comm100
NOVEMBER 25, 2020
To help you understand how to add live chat to your website, we have created this simple step-by-step guide that shows the most typical integration, while detailing the key features of the Comm100 Live Chat setup. For more information on how to integrate Comm100 Live Chat to your site, read our step-by-step guide here. Free eBook.
Everything You Need to Know About Customer Advisory Boards
ClientSuccess
MAY 18, 2021
Having c-level or executive customer contacts helping to guide your internal decision-making is incredibly valuable. eBook: 5 Ways To Surprise & Delight Your Customers. Regardless of your organization’s size, shape, or industry, it would help if you worked with a Customer Advisory Board as soon as you start.
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