Callminer

AUGUST 1, 2017

And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. Coping with unanticipated upticks in demand, staff turnover, and other common call center challenges only further complicate matters for managers working to create an efficient, productive, and effective team.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

Execs In The Know

NOVEMBER 30, 2021

Earlier this month, we shared some powerful insights from the event’s five keynote presentations as a part of a five-part blog series. It’s great for a CX program to have the support of the C-suite, but it’s even better when CX has its very own seat at the table. Moderator: Mike McCarron, Gladly. Dan Allen, Union Bank.

Close the Loop 98

Close the Loop Compliance CX Innovation 98

Help Scout

APRIL 29, 2021

It shapes the whole attitude of the company, and over time that will lead to different decisions and different long-term outcomes. Customer impact is a critical part of business decisions. Customer service is a part of the business’s strategic vision. Learn how Help Scout aligns sales and support.

Customer Service 139

Customer Service Sales Start-ups Voice of the Customer 139

Intercom, Inc.

FEBRUARY 25, 2021

Bobby Stapleton , our Senior Manager of Customer Support for North America, recently caught up with Annette to chat about getting to know the customer and why personas and journey mapping are the perfect tools to do it. Here are some of our favourite takeaways from the conversation: 1. We have to talk to customers. Annette: Sure.

Customer Experience 211

Customer Experience CX Start-ups Close the Loop 211

Lumoa

FEBRUARY 6, 2018

Some time ago we released the first part of the interview answers, and this week guests are Lynn Hunsaker, Peter Lavers, Jane Treadwell-Hoye, Melinda Gonzalez, Matt Dixon, Vicki Amon-Higa and Raul Guillermo Amigo. What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018?

CX 129

CX Customer Experience Education Machine Learning 129

Experience Investigators

NOVEMBER 7, 2022

The CEO or another C-suite leader gets excited about customer experience. So they decide to commit to this idea – that creating better customer experiences will lead to happier customers, leading to better results. Can you sort of take the lead here?” Leaders lose their jobs. They sometimes stop there.

Customer Experience 59

Customer Experience CX Start-ups Innovation 59

Execs In The Know

DECEMBER 8, 2021

As a result of the changes since the onset of the COVID-19 pandemic, brand leaders are rapidly addressing their outsourcing partnerships in 2021 with enhanced work-from-home (WFH) and drastic competitive sourcing strategies. hosted as part of this fall’s Execs In The Know’s Customer Response Summit. has seen our client’s experience.

Contact Center 52

Contact Center Touchpoint Government CX 52

Execs In The Know

DECEMBER 8, 2021

As a result of the changes since the onset of the COVID-19 pandemic, brand leaders are rapidly addressing their outsourcing partnerships in 2021 with enhanced work-from-home (WFH) and drastic competitive sourcing strategies. hosted as part of this fall’s Execs In The Know’s Customer Response Summit. has seen our client’s experience.

Contact Center 52

Contact Center Touchpoint Government CX 52

SurveySensum

JULY 14, 2020

While many brands are struggling to deliver the relevant and delightful experiences to the customers, certain Customer Experience Leaders have broken the code and delivered what is considered to the best! Here is a list of 150 Global Customer Experience Thought Leaders and Influencers who have taken Customer Experience to the whole new level.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Callminer

MAY 11, 2020

Download our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition , to learn more about how interaction analytics can help you create a positive company culture and better support your employees to reduce attrition. Never, ever challenge them or antagonize them when they are in full rage mode. Chane Steiner.

Customer Experience Management 273

Customer Experience Management Customer Service Customer Experience Non-Profits 273

Execs In The Know

NOVEMBER 30, 2021

Earlier this month, we shared some powerful insights from the event’s five keynote presentations as a part of a five-part blog series. It’s great for a CX program to have the support of the C-suite, but it’s even better when CX has its very own seat at the table. Moderator: Mike McCarron, Gladly. Dan Allen, Union Bank.

Close the Loop 52

Close the Loop Compliance CX Innovation 52

Execs In The Know

FEBRUARY 14, 2023

Customer experience (CX) leaders and professionals have especially taken notice, as there has never been a chatbot that is seemingly so smart and capable. Customers have been underwhelmed as well, as a recent study by Ujet 1 found that 72% of people consider chatbots to be a ‘waste of time.’

CX 52

CX AI Compliance Gaming 52

SurveySensum

APRIL 8, 2024

The digital sphere offers endless opportunities for growth and expansion but also presents significant challenges, including intense competition and the rapid pace of technological development. Diverse Content Formats: Experiment with various content formats, including blog posts, videos, podcasts, and infographics.

Social Media 52

Social Media Engineering Customer Feedback Innovation 52

SurveySensum

FEBRUARY 6, 2024

Well, this has been a challenge faced by many companies. ” Let’s talk about that and more in this blog – from using them to reduce customer churn to asking the perfect survey questions. Let’s explore the key advantages of incorporating cancellation surveys into your strategy: 1. Yes, this hurts like a breakup!

Customer Feedback 52

Customer Feedback Net Promoter Score Start-ups Text Analytics 52

SurveySensum

MARCH 1, 2024

And the amusing part, had they analyzed the NPS Score correctly and were not just ‘focusing on the number’ they’d have identified their detractors pretty early. Not just that, this would have helped them understand the issues well in time, leading to the prevention of churn! 6 Common Rookie Mistakes in Net Promoter Score Analysis 1.

Net Promoter Score 52

Net Promoter Score NPS Close the Loop Customer Satisfaction 52

Shep Hyken

DECEMBER 23, 2022

This week, we feature an article by Mitel , a company that works with teams by supporting their communications and technology needs so that they can provide the best customer experience possible. UC supports complex workflows across hybrid teams, and next year will likely be just as complicated. Predictable. Our prediction?

AI 65

AI Contact Center Technology Technology 65

Comm100

JUNE 15, 2022

However, consistently achieving customer satisfaction across all aspects of your business is a considerable challenge. In this guide, we will talk you through how to launch and brand a successful customer experience (CX) program to ensure your business is operating at the top of its game. What is a customer experience (CX) program?

Net Promoter Score 86

Net Promoter Score Customer Experience Customer Journey Map NPS 86

Uplifting Service

FEBRUARY 26, 2020

Behind this shift are people at all levels who envision, plan, design, lead and do the everyday work of a fast-moving organization. We need leaders who inspire innovation of experience as well as innovation of quality or productivity. The challenge is that we cannot simply declare ourselves to be customer-obsessed or customer-focused.

Innovation 98

Innovation Engineering Education Customer Service 98

Zendesk

DECEMBER 23, 2020

The future of customer satisfaction and customer retention relies on support agents who can truly wow customers. But here’s what my teammates at Lessonly and our partners at Zendesk believe: The future of customer satisfaction and customer retention relies on support agents who can truly wow customers. Consider the data.

Customer Service 64

Customer Service Customer Satisfaction Customer Retention Start-ups 64

Lumoa

OCTOBER 31, 2018

Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX How to overcome those challenges?

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64

SurveySensum

NOVEMBER 22, 2023

Through website feedback – a compass guiding you toward satisfied customers and higher profits. So, let’s explore the different ways you can invite your customers in for a chat: 1. If you run a travel blog, for instance, post questions to gather feedback from your followers about their dream travel destinations.

E-commerce 52

E-commerce Social Media Construction Customer Feedback 52

CX Journey

JUNE 25, 2019

This is the second in two-part series from Paul about agile working. Continuing with this series has been driven by the feedback I have heard from a variety of data and analytics leaders. Those working in business today are telling me that this challenge is still very much a work in progress.

Start-ups 53

Start-ups Customer Experience 53

Customer Bliss

OCTOBER 11, 2016

Mark’s been with Hilton since 2010 — prior to that he was with MarketBridge and PwC — and one of the most interesting aspects of this episode is walking through his career path and ascension within the Hilton brand all the way up to his global position today. Mark was a great guest in that regard. About Mark.

Hospitality 0

Hospitality Hospitality Finance Innovation 0

SurveySensum

OCTOBER 27, 2020

She was recently named one of the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020 and is often featured as a speaker at conferences and Customer Success publications. . This week, in the SurveySensum CX Thought Leader Series , we had an insightful discussion with her about her Customer Success Journey.

Education 59

Education Start-ups Customer Relationship NPS 59

Zendesk

JUNE 15, 2023

Entry-level customer service resume example Image source Getting a job when you have little to no experience can be a challenge. Customer service representative resume example Image source Include performance metrics in your resume to add supporting evidence for your achievements. Do: Focus on your achievements as a team leader.

Customer Service 52

Customer Service Hospitality Hospitality Education 52

Zendesk

DECEMBER 1, 2020

But how to do it well often is—especially transformation supporting greater customer-centricity. Digital transformation and customer experience are part and parcel,” said Bruce Hartwell, VP, Customer Experience Systems, Zendesk. But when leaders share information before they’re confident, they can instill doubt in employees.

AI 98

AI Technology Technology Artificial Intelligence 98

Fonolo

MAY 7, 2015

Our 7 tips for great call center management are: Talk to Your Support Agents. Act as a True Leader. Not only must they manage an often diverse and large group of customer support agents, but they must also manage the day-to-day running of the contact center itself; and the constant improvement of all those processes.

Contact Center 126

Contact Center Technology Technology Start-ups 126

CX Journey

JUNE 25, 2019

This is the second in two-part series from Paul about agile working. Continuing with this series has been driven by the feedback I have heard from a variety of data and analytics leaders. Those working in business today are telling me that this challenge is still very much a work in progress.

Start-ups 32

Start-ups Customer Experience 32

Customer Bliss

JULY 26, 2016

Renee’s path to customer experience leadership is one I like to highlight because she earned her role through the years by proving her ability to lead and run a successful operation. Additional, she leads the strategic direction of Safelite’s technology team. The importance of leadership buy-in.

Customer Journey Map 58

Customer Journey Map Customer Experience Business Growth Technology 58

ClientSuccess

JULY 23, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Question 1. Often that includes challenges what they think they want in order to achieve something greater. Mentor Questions. How has it helped you?

Technology 44

Technology Technology Engineering Start-ups 44

ClientSuccess

OCTOBER 22, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. For example, it could be working with an upset customer, responding well when the product doesn’t work properly, or persisting through challenging situations.

Touchpoint 41

Touchpoint Start-ups Customer Service Sales 41

Intercom, Inc.

MARCH 11, 2021

On the surface, B2B customer support issues might look quite different from those of B2C. But despite these differences, Farhan Virji , VP of Customer Happiness at Later , believes that there is actually quite a lot that B2B support teams can learn from their B2C colleagues. Great support is key for retention.

B2C 118

B2C B2B Social Media Start-ups 118

ProProfs

MARCH 19, 2021

Considering the significance of soft skills for modern employees, in this blog post, I’ll be discussing at length everything you ever wanted to know about soft skills and soft skills training. It includes how you interact with your co-workers and seniors and how you handle workplace challenges. So, here we go! What Are Soft Skills?

Education 52

Education Start-ups Business Operations Construction 52

CX Accelerator

SEPTEMBER 16, 2022

Many leaders do in fact think they are supporting Customer Experience in their organization. If we are being honest, that’s as committed as it gets for many executive and operational leaders. So, how do you know if it’s time to go or time to stand up strong and lead your organizational leaders toward CX buy-in?

CX 208

CX Start-ups Finance Engineering 208

ClientSuccess

DECEMBER 18, 2017

For those just joining my blog series CSM from the Trenches , welcome. Erica has been a CSM for Marketware since February 2017 and became the Lead CSM shortly after joining the team. Erica has been a CSM for Marketware since February 2017 and became the Lead CSM shortly after joining the team. Company : Marketware.

Social Media 41

Social Media Retail Technology Technology 41

ClientSuccess

JUNE 26, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Question 1. However, their expectation when purchasing software is that they’re also purchasing expertise from a thought-leader in the industry.

Sales 40

Sales Start-ups Touchpoint 40

ClientSuccess

JULY 9, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Question 1. And my leaders trusted me because I had consistently demonstrated that passion and commitment to make company-wide impact with this new product.

Start-ups 40

Start-ups NPS Finance Technology 40