Execs In The Know

NOVEMBER 1, 2021

Execs In The Know recently held its Fall 2021 Customer Response Summit (CRS) event (October 18–22, 2021) featuring nearly two dozen online, virtual sessions including engaging panels, a featured case study, highly informative Shop Talks, and five powerful keynote presentations from these top brands: Williams-Sonoma, Inc. Randy Bassett.

Construction 52

Construction Innovation Customer Service Customer Experience 52

SurveySensum

FEBRUARY 14, 2024

As someone who’s been in the Customer Experience field for years, I can tell you that the secret sauce to a successful business is understanding your employees. Understanding your employees can lead to better alignment with company goals and increased engagement, boosting productivity and customer satisfaction.

Close the Loop 52

Close the Loop Start-ups Text Analytics Outlook 52

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? Getting Started: Tips for Implementing an Effective Customer Engagement Strategy. So, that team is kind of like the architect who designs the journey for the customer.

Customer Journey Map 112

Customer Journey Map Touchpoint Start-ups Engineering 112

Callminer

AUGUST 1, 2017

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. Find out what you can do today to boost efficiency and improve call center performance by reading our pros’ responses below.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

Beyond Philosophy

JUNE 13, 2019

What we know from early research on employee engagement is that if you have happy employees, chances are you’re going to have satisfied customers. My new ebook, Happy Employees Make Happy Customers , explores this concept in great detail. So how do you get happy employees and how does it affect Customer Experience?

Customer Experience 165

Customer Experience Start-ups Government CX 165

SurveySensum

NOVEMBER 3, 2023

You reach out to their customer service, and within seconds, a friendly chatbot listens to your issue properly and provides you with the answer, gathering valuable customer feedback. That’s the power of good customer service! In this blog, we’ll explore seven customer service trends for 2024.

Customer Service 52

Customer Service E-commerce AI Customer Satisfaction 52

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? Getting Started: Tips for Implementing an Effective Customer Engagement Strategy. So, that team is kind of like the architect who designs the journey for the customer.

Customer Journey Map 86

Customer Journey Map Touchpoint Start-ups Engineering 86

Fonolo

AUGUST 15, 2023

Occupancy rate is the percentage of time that agents spend handling customer inquiries vs. waiting for calls (idle time). It’s the most common measure of how much of their time your call center agents spend dealing with customers. Why is Occupancy an Important Call Center Metric? Very important indeed!

Contact Center 67

Contact Center Event Planning Technology Technology 67

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. How to overcome those challenges?

CX 141

CX Customer Experience Artificial Intelligence Omnichannel 141

Totango

NOVEMBER 18, 2020

It is critical that at each phase in the customer success lifecycle, you are engaging your customer with the goal of retaining them. Onboarding is a vital part of this customer retention focus, however, an onboarding process that is too lengthy or complicated can sour customer relationships early on.

Close the Loop 78

Close the Loop NPS Customer Feedback Customer Retention 78

SurveySensum

SEPTEMBER 26, 2023

You’ve likely encountered the pain points of low product adoption and felt the weight of challenges like customer churn and stagnant growth. However, despite her team’s hard work, she noticed that the user adoption rate was disappointingly low. 11 Proven Strategies to Improve Product Adoption ​​1.

Customer Retention 52

Customer Retention Start-ups Sales Customer Expectations 52

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? Getting Started: Tips for Implementing an Effective Customer Engagement Strategy. So, that team is kind of like the architect who designs the journey for the customer.

Customer Journey Map 62

Customer Journey Map Touchpoint Start-ups Engineering 62

Execs In The Know

OCTOBER 20, 2022

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. . Automate: Automate low-level administrative tasks to free-up leaders to focus on their teams, rather than paper work. .

Contact Center 52

Contact Center CX Start-ups Finance 52

Execs In The Know

NOVEMBER 29, 2021

In October, Execs In The Know held its Fall 2021 Customer Response Summit (CRS) event featuring nearly two dozen online, virtual sessions including engaging panels, a featured case study, highly informative Shop Talks, and five powerful keynote presentations. 3) Start with the big questions: What is the customer need?

Artificial Intelligence 52

Artificial Intelligence Compliance AI CX 52

Execs In The Know

NOVEMBER 29, 2021

In October, Execs In The Know held its Fall 2021 Customer Response Summit (CRS) event featuring nearly two dozen online, virtual sessions including engaging panels, a featured case study, highly informative Shop Talks, and five powerful keynote presentations. 3) Start with the big questions: What is the customer need?

Artificial Intelligence 52

Artificial Intelligence Compliance AI CX 52

Callminer

AUGUST 6, 2019

These details allow for training reps and improving call center performance. The last thing you can afford is a disconnect, which will lead to frustration and a lack of communication among both employees and customers.” – Larry Alton, How to Choose the Best Call Center Software , Business.com; Twitter: @businessdotcom.

Contact Center 140

Contact Center VOC Social Media AI 140

Intercom, Inc.

OCTOBER 1, 2020

Once you start talking to customers and they start buying your product on the basis of what’s coming around the corner, you’re starting to lose a lot of agility. Once you start talking to customers and they start buying your product on the basis of what’s coming around the corner, you’re starting to lose a lot of agility.

Engineering 165

Engineering Start-ups Finance Sales 165

Intercom, Inc.

OCTOBER 1, 2020

Once you start talking to customers and they start buying your product on the basis of what’s coming around the corner, you’re starting to lose a lot of agility. Once you start talking to customers and they start buying your product on the basis of what’s coming around the corner, you’re starting to lose a lot of agility.

Engineering 165

Engineering Start-ups Finance Sales 165

ClearAction

OCTOBER 4, 2015

How to Make Customer Experience Strategy Integral to Corporate Strategy. Is customer experience management in your company (a) a subset of corporate strategy, (b) unrelated to corporate strategy, or (c) a determinant of corporate strategy? The money comes from customers. Think of this trilogy as the captain of a rowing team.

CXM 118

CXM Customer Experience CX Customer Experience Management 118

SugarCRM

AUGUST 24, 2023

It involves a lot of research, and apart from that, it also requires careful planning to gain the results and solve the pain points of your current marketing automation platform without major disruptions in your current initiatives. Designate a team to master training and support within your department.

CRM 26

CRM Start-ups Engineering Sales 26

Customer Bliss

MARCH 14, 2017

One of the more interesting aspects of this discussion is about the skill development necessary to grow into a customer-facing role — and how that professional journey can really start from anywhere. Diane has been working since the early 1980s, serving in a number of transformative customer experience roles. Episode Overview.

Sales 87

Sales Start-ups CX Touchpoint 87

1 to 1

MARCH 28, 2022

Gig customer experience (gigCX) workers—independent contractors, freelancers, and other temporary workers who provide customer support and other related services—are a natural fit in the contact center space. Here’s how to engage and motivate a gigCX workforce that delivers exceptional results. Other tips and best practices include: 1.

CX 52

CX Contact Center Innovation Customer Satisfaction 52

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. 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

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64

ClientSuccess

FEBRUARY 23, 2018

For those just joining our blog series CSM from the Trenches , welcome. This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. Let’s move forward with this week’s blog post! Establish a Relationship as a Trusted Advisor.

Customer Experience 46

Customer Experience Start-ups 46

Fonolo

MAY 7, 2015

Those with this special ability often create an experience that pleases customers and agents, without exceeding their budgets; a truly remarkable feat. Those with this special ability often create an experience that pleases customers and agents, without exceeding their budgets; a truly remarkable feat. Act as a True Leader.

Contact Center 126

Contact Center Technology Technology Start-ups 126

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. What is one important lesson you learned in your early customer success days that has had a positive impact on your career? Mentor Questions.

Start-ups 40

Start-ups NPS Finance Technology 40

Intercom, Inc.

MARCH 11, 2021

On the surface, B2B customer support issues might look quite different from those of B2C. Typically, B2B issues can be more complex, require the collaboration of a lot more departments within the company, and are often in direct dialogue with the consumer, rather than a buying team or committee.

B2C 118

B2C B2B Social Media Start-ups 118

Help Scout

JUNE 5, 2019

It’s likely not a surprise to you that putting your customer first is good for business. But building a customer-centric marketing strategy for your business can be difficult. The good news is that putting in the work to deliver customer-centric marketing pays off. What is customer-centric marketing?

Start-ups 40

Start-ups Customer-Centric Organization Social Media Sales 40

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. “ We’ve compiled a list of answers from 7 Customer Success Mentors. 19 Qualities That Can Make Good Customer Success Managers Great.

Touchpoint 41

Touchpoint Start-ups Customer Service Sales 41

Intercom

MARCH 9, 2023

We’ve brought together industry experts for a conversation on GPT and how it will shape the future of customer service. Only by shipping new features quickly can we get proper feedback, learn from it, and iterate again and again to better serve our customers. We can’t say it caught us by surprise. Short on time?

Customer Service 64

Customer Service AI Machine Learning Technology 64

Fonolo

NOVEMBER 3, 2015

‘Occupancy Rate’ is the percentage of time that agents spend handling customer inquiries vs. waiting for calls (idle time). It’s the most common measure of how busy call center agents are dealing with customers. Handpicked related content: The Executive Guide to Improving 6 Call Center Metrics.

Contact Center 52

Contact Center Customer Service 52

Hodusoft

FEBRUARY 22, 2024

The advent of IP PBX telephony systems has revolutionized the way MSPs run their business operations and provide customer support to their clients. In this blog post, we discuss the ways IP PBX has transformed the communication landscape for MSPs and how you can handpick the right IP PBX solution for your MSP business.

Innovation 52

Innovation Technology Technology Gaming 52

Fonolo

FEBRUARY 9, 2023

This metric is universally understood across the industry, and clearly conveys how quickly customer calls are answered by support agents. Even more astonishing is that most call centers would name the identical target value for that metric: the magical “80/20.” You might be thinking that this standard is based on careful analysis.

Net Promoter Score 142

Net Promoter Score Contact Center Compliance Customer Satisfaction 142

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. Read on to learn what our experts had to say about the most useful customer service interview questions for managers.

Customer Service 207

Customer Service Start-ups Education Gaming 207

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. 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

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. Read on to learn what our experts had to say about the most useful customer service interview questions for managers.

Customer Service 182

Customer Service Start-ups Education Gaming 182

SurveySensum

SEPTEMBER 7, 2023

And each of them has a different approach when it comes to understanding and measuring overall customer satisfaction and loyalty. Relationship NPS surveys are used to measure overall customer satisfaction and loyalty over a longer period. Choose a schedule that aligns with your goals and resources. Sounds a bit much?

NPS 52

NPS Net Promoter Score Close the Loop B2B 52