Totango
OCTOBER 25, 2022
Your customer success team structure forms the organizational backbone supporting your CS strategy. A well-designed structure can help you streamline your operations for greater efficiency to deliver your customers better results. In this blog, we’ll share some of the most important keys to effective CS team organization: We’ll look at what we mean by customer success and CS team structure.
Callminer
OCTOBER 24, 2022
In CallMiner’s continued work with mortgage lenders and financial institutions, we’ve identified four key use cases for conversation intelligence technology. Read this blog for more.
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Adrian Swinscoe
OCTOBER 25, 2022
Today’s interview is with Prashanth “PVK” Krishnaswami is the head of market strategy and thought leadership for the CX product group at Zoho. Prashanth joins me […]. The post The killer combination: Customer success, happiness and the right technology – Interview with Prashanth Krishnaswami of Zoho first appeared on Adrian Swinscoe.
Fonolo
OCTOBER 26, 2022
When you think of improving your call center motivation, do you dream of near-perfect customer satisfaction scores ? Impeccable customer service and experience? To get a real sense of how things are going, don’t just look at your customers; look at your agents. If they’re motivated, your customers will likely feel satisfied. If not? Everything goes downhill.
Speaker: Jason Cottrell and Brian Walker
Brands used to look for a commerce platform that could do everything. But over time, one vendor was no longer enough to meet a brand’s needs, so they added, and added, and added— and now it's essential that these vendors work well together. That’s composable, and it’s important to get it right. Customers and your board expect you to be in new channels and to adapt quickly to market change.
Lumoa
OCTOBER 26, 2022
After a couple of years of hiatus, many Customer Experience Conferences are going back to live events, as you have already seen in late 2022 – or at least they are trying to. There are nonetheless also many options for those who are still not ready to travel and meet people, as organizers have become better and better at offering an experience that is comparable to face-to-face interactions.
Callminer
OCTOBER 27, 2022
A solid core of loyal customers is essential to any growing company. Read on for our list of strategies to improve CX and boost retention.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
The DiJulius Group
OCTOBER 24, 2022
“If you had hard times in your family, would you ever consider laying off one of your children?” asks Charlie Kim, founder & Co-CEO of Next Jump. Next Jump is an employee discount platform, used by over 70% of the Fortune 1000 to help their employees save money. Next Jump also offers various apps and. Read Full Article. The post A Company that Offers Lifetime Employment appeared first on The DiJulius Group.
Shep Hyken
OCTOBER 26, 2022
The Awesome Responsibility is a concept I came up with a number of years ago. It describes the role an employee has when interacting with a customer. In that moment, one person in the company represents everything about the company. When people walk away from doing business with a company, they will often say things like, “I enjoy doing business with them ,” or, “ They are so helpful.” .
Intercom, Inc.
OCTOBER 24, 2022
Earlier this week, the Intercom team visited SaaStock Dublin for three days of incredible talks and informative workshops with the most exciting new SaaS companies in the industry. . On October 19th, the final day of the event, I appeared on the Growth stage for a fantastic conversation with Mark Organ, Categorynauts CEO, and Founder and CEO of Influitive and Eloqua, discussing how companies can build winning sales strategies as they continue to evolve.
TeamSupport
OCTOBER 27, 2022
Providing honest, good customer service is a low-bar to clear – or so it seems. A good customer service platform really just has to do one thing, put the customer first. On the outside, it looks like a simple grade-school high jump competition. The bar is low, it looks easy to jump, but once you get into all the technicalities of the Fosbury Flop, it starts to get a smidge dicey.
Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
Zonka Feedback
OCTOBER 27, 2022
Introducing the all-new Zonka Feedback: Build amazing products with the Product Feedback Platform, transform Customer Service with help desk and agent surveys, and excel in CX Management with Automation & Workflows. At Zonka Feedback, we believe in always evolving and bringing you solutions that help you measure feedback effectively and use that feedback to build businesses that grow and scale.
Fonolo
OCTOBER 25, 2022
Call centers need all their parts in order to run smoothly. But what happens when you’re missing members of the team? It won’t be long before you encounter some serious problems. Absenteeism, otherwise known as absence rate, is arguably one of the most overlooked call center metrics. This percentage figure reveals the amount of unapproved or unplanned time agents spend away from their work.
Qmatic
OCTOBER 26, 2022
Citizen demand for better delivery of public services has put digital transformation at the top of the agenda for many public service leaders. While some have cited tight budgets, staffing shortages, and legacy systems as top barriers to making the switch, many others have pulled it off with tremendous success.
ClearAction
OCTOBER 25, 2022
Assessment for Almost-Automatic CX Excellence Lynn Hunsaker. To propel your firm to world-class performance, an assessment for almost-automatic CX excellence is now available. You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career. We aimed from the start to align every work group with customers’ priorities, engage every group in improving CX efficiency and effectiveness, and embed customer-fo
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
ClientSuccess
OCTOBER 25, 2022
As the role of a Customer Success Manager has become more and more essential to the ongoing growth and success of both customers and overall organizations, the ongoing responsibilities of CSMs have also evolved. In addition to managing the day-to-day health and support of customer accounts, CSMs are tasked with building a strategic vision for customers and reviewing future challenges, wins, and opportunities. .
Heart of the Customer
OCTOBER 22, 2022
We’re still buzzing from the fantastic time had by all at Tuesday’s Do B2B Better 2022 Conference here in Minneapolis! If you were able to join us, thank you! We hope you learned as much as we did, and had as much fun. If you weren’t there, mark your calendar now for September 2023 – […]. The post Do B2B Better Couldn’t Have Been Better!
Intercom
OCTOBER 25, 2022
At Intercom, we believe customer service is changing fundamentally, and we’re building a product that fits the landscape of modern support. This means reimagining the way things have always been done, and reshaping familiar support tools to suit a world where every business is an online business. That’s exactly what we aimed to do with our new tickets product – taking a new perspective on the long-established ticketing system.
MyCustomer Experience
OCTOBER 26, 2022
Looking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job. 26th Oct 2022. By Rhys Fisher Staff Writer.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
cxservice360
OCTOBER 27, 2022
The customer service team is one of the most important aspects of your company. When people call, these agents solve their issues, provide guidance, and do their best to retain their business. In order to show your company in the best light, your team must be ready and able to provide high-quality service as soon. Read more. The post Maintaining Quality Control of Remote Customer Service Teams appeared first on CXService360 - Customer Service Articles, Stories and more.
Comm100
OCTOBER 26, 2022
To improve customer service, there’s only one place every company should start – meeting customers’ expectations. Today’s consumers have ever-changing and ever-rising customer service expectations, and organizations must meet these expectations if they are to continue growing their business. With this in mind, we will look at some customer service best practices that help teams and agents provide this consumer experience.
Zendesk
OCTOBER 25, 2022
Fintechs have quickly emerged as major players in the global financial services industry. In 2021, venture capitalists nearly tripled their investment in online-only banks from the year before—to the tune of $133 billion. But with inflation, rising interest rates, and economic uncertainties facing the world today, even the most well-funded fintechs need to find a clear path to acquiring—and keeping—customers.
Shep Hyken
OCTOBER 24, 2022
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. PwC Leader: Why Retailers Must Balance Digital-driven Experiences With Human-led Interaction by Judy Mottl. (Retail Customer Experience) In the past year, one in four consumers have stopped buying or using a retailer due to a bad experience with a product or customer servic
Speaker: Blackberry, OSS Consultants, & Revenera
Software is complex, which makes threats to the software supply chain more real every day. 64% of organizations have been impacted by a software supply chain attack and 60% of data breaches are due to unpatched software vulnerabilities. In the U.S. alone, cyber losses totaled $10.3 billion in 2022. All of these stats beg the question, “Do you know what’s in your software?
MyCustomer Experience
OCTOBER 26, 2022
In an age of increasing enterprise competition and rapid technological advancement, customer experience has increasingly become a. 26th Oct 2022. By James Dodkins Customer Experience (CX) Evangelist.
Comm100
OCTOBER 24, 2022
It’s a difficult enough task for admissions departments to attract students to their university or college at the best of times. Now this challenge is even bigger. Higher education enrollment is at a record-breaking low. From Spring 2020 to 2022, U.S. post-secondary enrollment dropped by 7.4%. The numbers are even worse for international student enrollment, down 22.7% across the same time period.
Doing CX Right
OCTOBER 23, 2022
Joseph Michelli, Ph.D., author of ten business books, explains how you can achieve brand loyalty similar to reputable customer experience companies including Airbnb, Starbucks, Zappos, Mercedes-Benz, The Ritz-Carlton Hotel Company, and others. The post Lessons Learned From Best-In-Class Customer Experience Brands appeared first on Doing CX Right.
Helpt
OCTOBER 27, 2022
Not sure which offering best fits your needs? Ask these questions when considering a call center or tech support service: Will my calls be answered live? How technical are your agents? Are your agents based in the US? Do you support multi-channel communication? Do you offer warm hand-offs and escalations? Do you provide ongoing support and follow-up?
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.
MyCustomer Experience
OCTOBER 27, 2022
We've got a pickle. I love a pickle. Tonya Dunn, an insurance professional, wants to know why her Customer Experience efforts aren't moving. 27th Oct 2022. By Colin Shaw Founder & CEO.
Uplifting Service
OCTOBER 25, 2022
[link]. The LUX* Collective works hard to contribute to a cleaner, healthier and safer environment. Not only do their guests appreciate (and reward) their effort – but many environment issues at LUX* are designed and led by employees. . Discover how their focus on fostering a more resource-efficient culture energizes and engages the entire LUX* team.
SugarCRM
OCTOBER 27, 2022
This year’s SugarConnected on Tour was packed full of learning, connection, and (as always) fun! It was a global month-long tour filled with customers and experts sharing experiences, tips and tricks, advice, and best practices on how they use their Sugar products. BUT. While the tour may have been a big hit, we know in-person events are still a lot to take in.
Beyond Philosophy
OCTOBER 27, 2022
We’ve got a pickle. I love a pickle. Tonya Dunn, an insurance professional, wants to know why her Customer Experience efforts aren’t moving the numbers. She wants to know what we think they should do. For those who don’t know, Tonya listens to our podcast and is using our “I’m in a Pickle” feature. The pickle is a business problem with which she wants help.
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JUST RELEASED! New research reveals 92% of business leaders would like to provide additional training to their customer service representatives. Soft skills training stands out as a priority area of investment and/or improvement. Check out The Northridge Group’s latest CX research report —the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall exper
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