Helpt

FEBRUARY 27, 2024

We’re going to start this blog post with a heavy dose of nerdy: place yourself back to when you played your last Japanese roleplaying game or Dungeons and Dragons. Just like in D&D, success in the world of Managed Service Providers (MSPs) goes beyond technical expertise.

Gaming 98

Gaming Innovation Start-ups Customer Satisfaction 98

Intercom, Inc.

FEBRUARY 16, 2021

It’s not me; it’s science, and it’s how our brains work. The obvious question is: how and where can I get more of these bricks? But does true originality exist in design or is it always influenced by what came before? Let’s be honest: creativity is a nebulous landscape. Not convinced? That’s ok, let’s test this hypothesis.

Start-ups 283

Start-ups Transportation Innovation Technology 283

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

CSAT.AI

JULY 13, 2022

If your brand is used in a sentence to position it as the brand that others should emulate, then you are operating at a Trademark level of service.” – Shep Hyken When Your Company Becomes a Verb , Hyken blog . 2. .” – Shep Hyken When Your Company Becomes a Verb , Hyken blog . You want to be the best in your industry.

Customer Experience 93

Customer Experience CXM Contact Center Innovation 93

Beyond Philosophy

MAY 7, 2021

I recently received a letter from a listener on our podcast asking us to cover how a small business with limited resources can improve their Customer Experience using the behavioral sciences in their business. However, that concept might not influence the effect that you need to prioritize in your experience.

Customer Experience 177

Customer Experience Start-ups Customer Relationship Management Customer Relationship 177

Totango

AUGUST 5, 2021

In this blog, we’ll look at some common causes of customer communication problems before presenting four effective strategies for managing difficult conversations. In the process, we’ll highlight how technology can help you not only manage escalations but anticipate and avoid them. Technical Problems.

Technology 118

Technology Technology Start-ups Customer Experience 118

Fonolo

DECEMBER 6, 2022

As leaders and managers, you need to get down and dirty with metrics, KPIs, and agent performance to run a successful contact center. These days, it’s easy for call center managers to get lost in the minutia of meeting daily targets, smoothing out peak call volumes, and handling agent turnover.

Contact Center 142

Contact Center Net Promoter Score Customer Satisfaction Sales 142

Totango

DECEMBER 1, 2021

In this blog, we’ll look deeper at what an agile customer success strategy means and why you can benefit from using one. As we unpack the elements of an agile CS strategy, we’ll highlight how to leverage the right CS technology can help you implement agility. Making CS management more responsive to real-time conditions.

Innovation 99

Innovation Government Customer Journey Map Technology 99

Totango

NOVEMBER 14, 2023

This program is now available for Totango and Vanilla customers to not only extract insights from community engagement data but, most importantly, to be proactive in their approach to customer relationship management. By having access to valuable insights, you can better gauge customer needs and anticipate potential issues.

Customer Relationship 97

Customer Relationship Actionable Insights Customer Relationship Management Start-ups 97

Totango

JULY 29, 2022

Renewals and upsells are effective ways to expand customer revenue for any recurring revenue business model but they are especially important during periods of economic uncertainty when new acquisition growth slows down or stops altogether. . Customer Expansion at its Core . Driving Expansion .

Scorecard 114

Scorecard Start-ups Customer Experience 114

Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. Here we’ve identified the 13 most essential qualities to consider when hiring a CS manager. What Is a Customer Success Manager (CSM)? What Is a Customer Success Manager (CSM)?

Social Media 93

Social Media Sales Start-ups Customer Relationship Management 93

Customer Service Life

OCTOBER 13, 2020

Communicating the message effectively. This exercise reminded me of the time when we started this blog back in 2012. Starting a blog about customer service became instant accountability for me. And furthermore, the team I was managing expected me to lead by example and show them the way they were to treat customers.

Customer Service 182

Customer Service Contact Center Gaming Education 182

Hodusoft

NOVEMBER 30, 2023

It not only helps in offering superior customer experiences but also assists in improving operational efficiency, seizing potential opportunities, and addressing issues effectively that may arise in the call center environment. In this blog, we will cover everything related to call abandonment rates and why it is important.

Customer Satisfaction 59

Customer Satisfaction Technology Technology Actionable Insights 59

Totango

JUNE 3, 2022

Customer success email templates form a foundation for effective CS automation. While customer success management can result in a rewarding payoff, it can also be very time-consuming if you don’t use the right strategies. I’m [CS Manager Name], and I am your dedicated Success Manager. Sincerely, [CS Manager Name].

Start-ups 112

Start-ups Sales Customer Satisfaction Customer Feedback 112

Customer Think

DECEMBER 29, 2022

If you need service recovery it means you are already losing customers for not being effective and for not doing the right things in the first place. How can you prevent reaching this point? How can you achieve zero defects and zero complaints? So often I hear having a service and doing a great service recovery is good for you.

Manufacturing 119

Manufacturing 119

Hodusoft

JULY 13, 2022

How Does An IP PBX System Help Real Estate Businesses Thrive? In today’s competitive environment, effective communication is imperative for business success including real estate and this can only be achieved by investing in modern software like IP PBX System. What is an IP PBX System?

Real Estate 105

Real Estate Finance Technology Technology 105

Execs In The Know

NOVEMBER 1, 2021

To help highlight some of the amazing ideas that came out of these sessions, we’ve created a five-part blog series — each focusing on a particular keynote session. In Part 3, we share Randy Bassett’s and DISH Network’s unique approach to agent coaching, and how it has led to award-winning customer experience.

Construction 98

Construction Innovation Customer Service Customer Experience 98

Totango

MAY 31, 2022

At Totango, we understand that this ability to quickly and effectively gather and communicate information is at the heart of customer success – both internally and externally. Let’s take a deeper look at how the Presentation Builder works and the benefits it provides your organization. Manage Business Reviews.

86

86

Zendesk

APRIL 18, 2022

While you’re not sharing your work with a professor these days, your sales reps need to know where and how leads had first contact with your company. Blog articles. Not only is it important to understand where your sources come from, it is also critical to your business that you manage this information effectively.

Social Media 98

Social Media CRM B2B B2C 98

Totango

NOVEMBER 8, 2021

In this blog, we’ll take a look at why brands need to elevate the customer experience in the wake of the pandemic and what you need to do to deliver results that will satisfy today’s customers. How to Leverage Technology to Elevate Customer Experience. Why Do You Need to Elevate Customer Experience? 54% of U.S. 82% of U.S. 54% of U.S.

Customer Experience 106

Customer Experience E-commerce Technology Technology 106

VOZIQ

OCTOBER 17, 2023

Stuck In The Present: Why Most Leaders Are Unprepared For The Next Wave Of Growth- Forbes Th e blog discuss es a critical issue in leadership. It highlights how m ost leaders are too focused on current operations and are unprepared for future growth opportunities.

Customer Retention 52

Customer Retention AI Compliance Innovation 52

Totango

NOVEMBER 27, 2023

At different points in their journey, your customers will need a customer success manager (CSM) to help facilitate the next step or solve an issue. “Customer success is driving value to customers. However, a customer’s health score is constantly shifting.

Touchpoint 107

Touchpoint AI Gaming Innovation 107

Hodusoft

JUNE 8, 2022

Running a call center is stressful as there are hundreds, if not thousands, of calls that you have to manage every day while ensuring to deliver outstanding customer service. So how do you determine the success of your business? But how do you decide what metrics are to measure? . First Call Resolution. What is your number? .

Net Promoter Score 98

Net Promoter Score Customer Satisfaction Customer Retention NPS 98

Totango

DECEMBER 21, 2021

Building out customer success manager automation depends on the effective use of email and in-app messaging. Here we’ll look at the concept of milestone messaging and how it applies to key stages in your customer lifecycle. Milestone Messaging as a Customer Success Manager Automation Strategy. Onboarding Welcome Messages.

Net Promoter Score 108

Net Promoter Score NPS Start-ups Customer Relationship 108

Comm100

SEPTEMBER 26, 2023

In this blog we will explore some advanced and effective personalized service examples that defy the ordinary and are setting new standards in customer service and engagement. 71% of consumers expect companies to deliver personalized interactions, according to the latest McKinsey & Co. 76% get frustrated when this doesn’t happen.

Sentiment Analysis 72

Sentiment Analysis Omnichannel AI Customer Service 72

Totango

SEPTEMBER 22, 2023

Announced during our flagship event, Totango Live! we’re accelerating the motion to customer success-led growth by introducing two new partnerships and nine technology integrations into the Totango software and ecosystem. And, that growth comes from consistently and quickly delivering customer value.

Outlook 116

Outlook Innovation Omnichannel Education 116

Fonolo

JULY 5, 2023

In the age of social media backlash and call-out culture, how your customers feel about your brand is key to your success. How customers perceive your brand is essential to your success. This moment of truth determines how we think and feel about that brand. Does Customer Perception Matter to Small Brands, Too?

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

Hodusoft

MAY 10, 2024

In this blog post, we will discuss everything about virtual call centers and contact centers, starting from what they are, history and evolution, benefits they offer to contemporary businesses, and how to choose the right virtual call center and contact center software. That also makes these support centers far more cost-effective.

Contact Center 52

Contact Center Social Media Compliance Artificial Intelligence 52

SurveySensum

JANUARY 22, 2024

Success isn’t just about playing the right notes, but also about making sure that every person involved (stakeholders) is happy with how everything sounds. To be a good project manager, you need to understand what everyone expects and make sure everyone is happy. This is where the best project managers shine.

Start-ups 52

Start-ups Government Customer Satisfaction Customer Feedback 52

Totango

OCTOBER 12, 2022

The answers revealed that customer success teams are enterprise-wide collaborators—engaging with product management, sales, marketing, operations, and services and support departments. Recent years have seen an astonishing rise in the popularity of subscription-based products and services. Leading the charge. Expert collaborators.

Sales 113

Sales Customer Retention Innovation Customer Experience 113

Totango

AUGUST 16, 2022

Customer retention software has become essential for effective SaaS customer success strategies. Here’s our guide to today’s best customer retention management software. Then, we’ll offer some tips for using your customer retention management system to meet your customer success goals for each stage of your client’s lifecycle.

Customer Retention 102

Customer Retention CRM Customer Relationship Management Customer Loyalty 102

Comm100

JANUARY 2, 2024

Far from being a distant dream, this technology is already reshaping how businesses interact with their customers. This blog will explore the unique advantages of Generative AI in customer service, as well as the challenges it presents. Imagine a world where customer service is not just responsive but anticipatory.

AI 73

AI Customer Service Gaming Innovation 73

ClientSuccess

DECEMBER 5, 2022

Executives and department leaders can benefit from the expertise available from a CAB to facilitate understanding of the customer journey faster and more effectively. Here are a few tips for setting up and running an effective CAB: • Get the right mix of individuals. What is a Customer Advisory Board (CAB)? Find customer champions. .

Social Media 87

Social Media Start-ups Customer Satisfaction NPS 87

Fonolo

MARCH 28, 2023

Customer experience managers in the contact center have never mattered more. If you’re considering a career as a customer experience manager for a contact center, this blog post will guide you on how to get there. Managers must ensure their agents have the skills and knowledge to provide excellent customer service.

Customer Experience Management 81

Customer Experience Management Customer Experience Contact Center Net Promoter Score 81

Fonolo

JULY 7, 2020

9 Effective Ways to Handle Call Spikes in a Crisis. While this situation is far from ideal, it has definitely highlighted some key learnings for businesses on how to handle crisis situations, as well as the important role that call centers play in these scenarios. Clear messaging is essential to crisis management.

Healthcare 112

Healthcare Technology Technology 112

Totango

FEBRUARY 11, 2022

Finally, we’ll show you how to ensure the success of your strategy by incorporating customer feedback into your upgrades. Relationships with B2B customers tend to be more challenging to manage successfully due to complex requirements, a greater number of stakeholders, and organizational interdependencies.

B2B 111

B2B B2C Customer Experience Net Promoter Score 111

Fonolo

JANUARY 12, 2021

This blog will give you a brief overview of all the virtual hold competitors. Virtual Hold Technology is the grandad of virtual queuing and helped pioneer virtual queue management for the call center. How it’s Done: Click to Call, Visual IVR, and Virtual Queueing. How Does Virtual Queuing Technology Work?

Contact Center 137

Contact Center Technology Technology 137