Execs In The Know

MARCH 4, 2022

As if the pandemic weren’t challenging enough already, many businesses are now also grappling a serious labor shortage on the seemingly endless road back to normal. Temporary layoffs accounted for essentially the entire increase in unemployment to its historically high rate in April 2020 , and tens of millions of Americans quit their jobs in 2021. Today, the “ Great Resignation ” is so ubiquitous that it even has its own entry on Wikipedia.

AI 98

AI Artificial Intelligence Contact Center Healthcare 98

Help Scout

MARCH 4, 2022

It can be tricky to know exactly when it's the right time to hire for your customer support team. Here are some strategies for picking the perfect moment.

105

105

Totango

MARCH 4, 2022

B2B customer service is often confused with B2B customer success, but they are not the same. Despite their differences, however, they do share an intimate relationship – you need strong customer service to achieve customer success. In this article, we’ll take a look at the relationship between these two important ingredients for a successful SaaS business model.

B2B 91

B2B Customer Service B2C Net Promoter Score 91

Buyer Persona

MARCH 4, 2022

Buying Decisions Are Affected By Intensified Buyer Activism Sentiments. During the past decade, we have seen a significant rise in consumer activism. And that has translated to a rise in both brand activism as well as shareholder activism. We have seen consumers changing buying behaviors with their pocketbooks. Refusing or boycotting certain brands due to their social or environmental stance.

B2B 90

B2B Education 90

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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.

Help Scout

MARCH 4, 2022

Is Outlook Shared Mailbox the right solution for your team? Learn the pros and cons, and read about seven alternatives you can consider.

Outlook 98

Outlook 98

Shep Hyken

MARCH 4, 2022

This week we feature an article by Mike Macpherson, Director of Sales and Marketing for VBO Tickets , a global provider of a total ticketing engagement solution. He shares how organizations can deliver a total customer experience. What is the total customer experience? Customer obsessive, customer-focused, customer-centric, the idea is to take customer service to a higher level.

Customer Experience 69

Customer Experience Social Media Touchpoint Sales 69

RateMyService

MARCH 4, 2022

We’ve enhanced charts and filters to help you better understand your experience insights Updates to the NPS, CES, NES snapshot widget [link] Enhancements include: Easier comparison of experience metrics per branch/department/product line/touchpoint Decomposition of experience metrics per branch/department/product line/touchpoint Zooming into the data points contributing to the experience metrics Notice the new colour schemes ???????

NPS 52

NPS Touchpoint 52

Execs In The Know

MARCH 4, 2022

Customer interactions don’t happen in a vacuum; your customers interact with your company through myriad channels and at many different stages throughout the buyer’s journey. While analytics for single-touchpoint, single-channel interactions provide valuable insights into the effectiveness of your messaging at that juncture, they fall short of painting the full picture.

Customer Journey Map 98

Customer Journey Map Touchpoint Machine Learning Unstructured Data 98