Sat.Oct 15, 2022 - Fri.Oct 21, 2022

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13 Customer Success Manager Skills to Look for When Hiring

Totango

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. We’ll cover these below, along with five best practices to follow when bringing a new customer success manager aboard your team.

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Why Customer Experience Is Key to Scaling Revenue Growth

Lumoa

It’s no secret that customer experience is key to a company’s success. But what may be surprising is that as businesses compete more and more for customers, customer experience is becoming the new competitive battleground. . What does this mean for companies? It means that in order to stay ahead, they need to focus on delivering not just a good product or service, but a great customer experience as well.

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Is your giant ego is crushing your customer service?

Inside Customer Service

"Who was it?! Who's making us look bad?!" The employee was furious at her coworkers, and she let everyone in the customer service training class know it. I was facilitating the class. The night before, I had completed a mystery shop on five random employees at the client's request. The class was shocked when I revealed the dismal results. Nobody passed.

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CallMiner to highlight new Experience Management capabilities and solutions at LISTEN 2022

Callminer

Join us for LISTEN in Miami, Oct. 31 - Nov. 2, to hear about our product roadmap and how we're supporting experience management use cases, including customer, product and brand experience.

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From Data to Decisions: Maximizing Retail Potential with AI

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.

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Why skills training your customer service team doesn’t work

Adrian Swinscoe

This is a guest post by Lara Khouri, founder of there is no spoon, a boutique people experience and change leadership consultancy. It is the first […]. The post Why skills training your customer service team doesn’t work first appeared on Adrian Swinscoe.

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Outward Focus and The Customer Service Tightrope

The Belding Group

Outward focus is our guide to staying on the tightrope. When your customer is the focus of your thoughts, actions and words, creating outstanding customer experiences becomes easier. But it’s not easy. Shaun Belding | www.shaunbelding.com.

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Five ways to improve customer satisfaction in the digital age

Callminer

Optimizing customer experience in the digital age requires a process of continuous improvement. Read on to learn more about making the most of your CX strategy.

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Product Led Growth (PLG) is missing a pillar – Interview with Joe Andrews and Martin Schneider of SupportLogic

Adrian Swinscoe

Today’s interview is with Joe Andrews and Martin Schneider. Joe is the Chief Marketing Officer and Martin is the Chief Evangelist and Head of Solutions Marketing […]. The post Product Led Growth (PLG) is missing a pillar – Interview with Joe Andrews and Martin Schneider of SupportLogic first appeared on Adrian Swinscoe.

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Call Center Security: A Guide to Keeping Your Data Safe

Fonolo

The great migration of contact centers transitioning from on-site to hybrid work environments isn’t slowing down–and an air-tight call center security strategy has never mattered more. There’s a staggering amount of sensitive information that flows through a contact center every day. The personal email addresses, passwords, and credit card numbers that are all in a day’s work for a call center, are very desirable to cyber criminals.

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Do You Have an Outward Focus

The Belding Group

An outward focus, defined simply, is placing the needs of other people at a higher priority than our own. The classic example is the story of Sir Walter Raleigh. Shaun Belding | www.shaunbelding.com.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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CallMiner Product Innovation Series: October 2022

Callminer

CallMiner's VP of Product Management shares highlights from release 2022.10, including Coach enhancements, new Solutions Catalogue language support, and screen capture ingestion and playback.

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Why it’s smart to start experimenting in the metaverse now

Steven Van Belleghem

These Summer holidays, my company nexxworks’ team visited Teleperformance’s “Global Esports Arena and Metaverse Center of Excellence” in Lisbon. For the moment, this metaverse-oriented eSports arena may not immediately mean something for Teleperformance’s core business – which is customer acquisition management, customer care, technical support, debt collection, social media services, and other services – but that’s not why they introduced the concept.

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The Echo

Shep Hyken

There are many definitions of the term brand. One of my favorites is this: A brand is a promised delivered. . Is what you’re known for delivered consistently? Consider Ace Hardware, whose brand promise is The Helpful Hardware Place. When you visit an Ace Hardware store, do they keep their promise? Are they helpful? Based on all their awards and the comments from happy customers posted on social channels, they deliver. .

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Phrase Based Models for Customer Service QA Automation and Agent Training

CSAT.AI

Phrase based models use natural language processing (NLP) and machine learning which allow AI to derive meaning from human language. This is a powerful customer service technology in multiple ways. The Power of NLP. NLP is a branch of computer science focused on enabling AI to interpret and respond to human language at a human ability level. People are trained all of their lives to use language and automatically assess words in context.

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Software Composition Analysis: The New Armor for Your Cybersecurity

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?

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The Advantages of Being a Grudge Buy

The DiJulius Group

There are business experiences that people enjoy such as a visit to Starbucks, a weekend at The Ritz-Carlton, shopping at Nordstrom, or a visit to the spa. All are examples of “happy spending” Then there are businesses that consumers dread and wish to avoid. In fact, it frustrates them when it’s necessary to “waste” their.

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7 Steps to Building a Successful NPS Campaign

Zonka Feedback

The Net Promoter Score is the most popular CX metric that businesses across the globe use to measure customers’ loyalty. It can be measured using an NPS survey that enables customers to rate their experiences and also share the reason for their scores.

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Amazing Business Radio: Susan Drumm

Shep Hyken

The Leader’s Playlist. How Memories, Experiences, and Patterns Impact Leadership Style. Shep Hyken interviews Susan Drumm, CEO & Chief Empowerment Officer of Meritage Leadership Development and the author of The Leader’s Playlist: Unleash the Power of Music and Neuroscience to Transform Your Leadership and Your Life. She shares how to use music to improve your leadership style and make the changes that no longer serve you.

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How to Keep Call Center Absenteeism Under Control

Fonolo

Agents are the key to a successful call center—that’s no secret. But it takes more than hiring the right individuals to reach your goals. People management is a big part of running a successful call center, including managing employee absences, both scheduled and unscheduled. While it’s normal for agents to take an occasional sick or personal day, extended time away from work can directly affect your KPIs and other performance metrics.

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7th Annual CX Report by The Northridge Group Uncovers Priority Training Focus

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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Incredible! Why So Many Organizations Are Missing This Massive Opportunity!

Beyond Philosophy

This newsletter issue is the second of a series based on a podcast we did with Beyond Philosophy’s own Zhecho Dobrev ( @ZhechoDobrev ), author of The Big Miss: How Organizations Overlook the Value of Emotions. We talked with him before on our podcast a month ago about how emotions drive customer behavior. This week, we dive a little deeper into this concept and explore how emotions affect the insights we get from Customer Science.

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The Emotional Toll of Believing in the Wrong Story

Conversation Agent

It's 1860, the year before the end of “Kingdom of the Two Sicilies.” In 1814, the Congress of Vienna had put together the Kingdom of Naples (the southern half of Italy's “boot”) and the Kingdom of Sicily under the rule of a Bourbon, in Naples. This is the backdrop for a spellbinding story. “For everything to stay the same, everything has to change,” says Tancredi in Giuseppe di Lampedusa’s 1963 novel, The Leopard.

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Big Customer Conversation? Here’s How CSMs Can NAIL a Strategic Meeting

ClientSuccess

As the importance of customer success – and the role of customer success managers – has grown over the past few years, more and more responsibility is falling into the laps of CSMs. Managing customer accounts is no longer contained to spearheading implementation and being on call to help customers through issues. Modern CSMs are now responsible for the full spectrum of customer conversations, including those trickier ones that may center around strategic initiatives such as renewals, upsells, ex

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Guest Post: Why Customer Experience Should Be at the Forefront of Your Marketing Strategies

Shep Hyken

This week, we feature an article by Eleanor Hecks , editor-in-chief of Designerly Magazine. She’s also a web design consultant focusing on customer experience and user interface. She shares how customer experience is a valuable marketing strategy. If your business follows marketing best practices, you’re probably already implementing user research, collecting customer data, and targeting customers with personalized messaging.

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Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

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Incredible! Why so many organizations are missing this massive opportunity!

Beyond Philosophy

Organizations need to embrace that emotional side of their experiences. Not only to design an experience that surprises and delights their customers, but also so their Artificial Intelligence works to provide useable insight. Combining the emotional data into the formula with concepts from the behavioral science side will make it so organizations can understand what and why their customers do what they do.

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Making Headlines with the Wrong Story

Conversation Agent

Instead of investigating the funneling of Euroscepticism into Brexit and the reasons why Britain, once a land of ambitious colonizers, is descending into a dramatic spiral, The Economist decides to make fun of Italy. Perhaps cucumber on pizza (must be a British thing) can paper over the Government's embarrassment for the ridiculous twists and turns of the last few days.

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CX job vacancy of the week: Waitrose

MyCustomer Experience

Looking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job. 18th Oct 2022. By Rhys Fisher Staff Writer.

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50 sales-probing questions to better understand your prospects

Zendesk

Striking up a conversation with a stranger can feel daunting. If you’ve ever stumbled over your words asking for directions or dared to invite someone you like for a coffee, you know the feeling. For sales reps, especially those new to the game, finding the right questions to ask is half the battle. Enter the probing question—a sales tactic that will help your team seal more deals.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

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5 Employee Experience Must-Haves When Choosing Your BPO

Execs In The Know

Your guide to securing the right-fit contact center provider when it comes to culture and employee experience. In today’s tight labor market, creating a contact center where people love to work is a major competitive advantage. Workplaces with great culture foster better collaboration, innovation, and customer satisfaction—and, in large part, that’s because they’re able to attract and retain the best talent. .

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Omni+ Powered by Safe Select: Complete CCaaS Outbound Compliance

The DiJulius Group

This guest article is brought to you by Nobelbiz.com, a sponsor at the 2022 Customer Service Revolution. We are happy to announce that NobelBiz has partnered with Customer Dynamics, the #1 TCPA compliance innovator, to futureproof its contact center technology ecosystem. Integrating Customer Dynamics’ Safe Select tool, NobelBiz OMNI+ now allows contact centers to run omnichannel.

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5 Reasons Why Financial Institutions Must Invest In Contact Center Software

Hodusoft

5 Reasons Why Financial Institutions Must Invest In Contact Center Software Financial businesses, like banks and insurance companies, deal with people’s money. 51% of such institutions have realized that improving customer experience is one of the top priorities for their success. Today, finance contact center software is one of the best ways for financial institutions to keep tabs on their customers and earn their trust.

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What Is Social Media Analytics & Why Is It Important

cxservice360

Social media is considered a goldmine, especially if you know how to capitalize on the available market opportunities within the platforms. Research conducted recently has revealed that there are 3.92 billion social media users active on different social media platforms. When you decide to use these channels for marketing your products and services, you need.

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When Customers Win, You Win: How to Deliver Value That Transforms Your Customer Experience

Speaker: Donna Weber - Customer Onboarding Expert

Customer onboarding is so much more than going live with your product and driving adoption. The truth is, onboarding is the most important part of the customer journey. When you set positive first impressions, establish trusting relationships, and quickly deliver meaningful outcomes, you create customers for life. Invest an hour with Donna Weber to learn why your customer onboarding is critical to your success.