PeopleMetrics

MARCH 25, 2022

They can help you better guide your customer experience strategy , prepare for product launches, learn more about your audience—essentially any goal or initiative that would benefit from direct customer insight. Marketing messaging strategy. Customer advisory boards (CABs) can be a powerful tool in your organization's arsenal.

B2B 118

B2B Customer Feedback Start-ups B2C 118

Callminer

SEPTEMBER 14, 2020

For instance, to improve key call center metrics such as first call resolution , business analysts may recommend implementing speech analytics solutions to improve agent performance management. Meet Our Panel of Business Analysts & Call Center Leaders: William Taylor. Allan Borch. Van Goodwin. Carol Tompkins. Andrew Tillery.

Compliance 182

Compliance Unstructured Data Non-Profits Technology 182

Totango

MARCH 24, 2022

Perfect size group, compelling conversations, product visions/strategies and continuous introductions. Nate Richardson, Senior Product Manager, Totango. Nikki Kent, EVP Product Strategy & Customer Success, Varicent. Very well done!”. Geoffrey Moore, Author, Speaker and Advisor to Fortune 500 companies.

Engineering 92

Engineering Sales Customer Experience 92

Callminer

APRIL 21, 2020

The role of a call center manager is complex and challenging. Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. management.

Gaming 182

Gaming Non-Profits Contact Center Sales 182

Zendesk

MAY 18, 2023

This year, as Eggemeier said: “efficiency at all costs” isn’t a sound business strategy; instead we’re focusing on how efficiency can drive profitable growth. Zendesk AI is custom-built for CX and helps teams expand their reach by managing more tickets with smarter bots and helps agents manage tickets faster.

Sentiment Analysis 52

Sentiment Analysis AI CX Engineering 52

Fonolo

NOVEMBER 17, 2020

” — Kristyn Emenecker , Executive Leader — Marketing, Strategy, Product, CX. More than a third of service organizations already have a defined AI strategy, and more than half are currently investigating ways to use it in the business. Managing a contact center has a unique set of challenges.

Contact Center 176

Contact Center CX Social Media Omnichannel 176

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. For this to work, things must be seamless — for both customers and agents.

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. For this to work, things must be seamless — for both customers and agents.

Artificial Intelligence 52

Artificial Intelligence Compliance AI CX 52

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

Fonolo

DECEMBER 5, 2017

This expert panel discussed what brands can do to ensure that customer service is not compromised during times of stress in the contact center. They touched on social media for crisis management, reducing customer frustration, and so much more! Listen to what the panel has to say. Let’s see what the panel has to say.

Social Media 75

Social Media Customer Service Contact Center Customer Loyalty 75

Execs In The Know

MARCH 13, 2023

How are you thinking about the customer lifecycle journey as it relates to managing the lifetime value of that customer?” What Role Does Employee Experience (EX) Play in Personalization Strategies? The experience of employees plays a crucial role in the success of a company’s customer personalization strategies.

CX 52

CX Hospitality Hospitality Government 52

Totango

JULY 28, 2021

Following best practices for hiring a customer success manager can make a critical difference in the quality of your customer relationships. Customer success managers serve as the face of your company in dealing with clients, playing a key role in ensuring satisfying experiences of your brand. What Is a Customer Success Manager?

Customer Relationship 118

Customer Relationship Customer Retention Customer Satisfaction Technology 118

Callminer

MAY 11, 2020

When employees exhibit disgruntled behavior, it’s concerning for managers. Not only are managers concerned for their employee’s well-being and happiness, but disgruntled employees can contribute to a stressful working environment for the whole team. Meet Our Panel of Customer Service & Customer Experience Managers: Anh Trinh.

Customer Experience Management 273

Customer Experience Management Customer Service Customer Experience Non-Profits 273

Zendesk

MAY 4, 2023

So as you said, I am the Director of Community at Zendesk, which means that I oversee the strategy, management, and implementation of our online discussion forums where users can come, ask questions, talk to each other, get help, or share product feedback. I’m super excited about this panel.

AI 96

AI Start-ups Customer Experience CX 96

SurveySensum

APRIL 1, 2024

In this regard, customer service managers play a critical role in nurturing trust and loyalty among customers, thereby contributing to the startup’s success and competitiveness in the marketplace. It’s clear that consumer confidence in a brand is not merely a nicety but a critical component of a successful business strategy.

Non-Profits 52

Non-Profits Social Media Customer Feedback Close the Loop 52

Fonolo

APRIL 2, 2019

Call Center Panel from Enterprise Connect. Enterprise Connect included a panel featuring: Sheila McGee-Smith, President and Principal Analyst, McGee-Smith Analytics. Vasili Triant, Vice President and General Manager, Cisco Customer Journey Business Unit, Cisco. Al Cook Vice President, Product Management and Engineering, Twilio.

Contact Center 78

Contact Center Customer Service AI Engineering 78

Execs In The Know

SEPTEMBER 14, 2021

CRS is an inclusive, interactive online experience for Fall 2021 featuring an amazing lineup of keynote speakers, engaging panel discussions, case studies, and interactive Shop Talks and workshops. PHOENIX, Ariz., Keynote speakers include Alice Sesay Pope from Visa, Inc.,

Artificial Intelligence 52

Artificial Intelligence CX Contact Center Innovation 52

Execs In The Know

APRIL 6, 2023

Here are nuggets of CX wisdom from the recently concluded panel discussion on “Delighting Across the Digital Experience (DX)” at the Customer Response Summit (CRS) held from March 1-3, 2023, in Austin, Texas. Think about the customer lifecycle holistically as it relates to managing the lifetime value of that customer.

Government 52

Government CX Customer Expectations Technology 52

Execs In The Know

MAY 26, 2021

The past year has proven optimized work-from-home (WFH) strategies, along with engaged and enabled remote teams, are critical for delivering exceptional CX. A process-focused leader like Ebrahim makes for a perfect co-host, and the challenges of managing an effective work-from-home operation are still very real for our community.

Innovation 52

Innovation CX Engineering Business Growth 52

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 91

Social Media Sales Start-ups Customer Relationship Management 91

Callminer

MAY 27, 2020

Encourage team managers to provide feedback about employee performance in both a formal and informal setting. The module can be a mix of a graphic overview of the new business strategy, video-presentations of new employees, and a brush-up GDPR course. This guides and motivates employees, improving their experience at your company.

Start-ups 254

Start-ups Technology Technology Education 254

Steven Van Belleghem

APRIL 22, 2020

I first became a fan of the company when I attended an internal conference where their low NPS score was discussed and where the former General Manager xxx announced that he wanted to jump from an NPS score in the negatives to one of 50. I loved that he did not compromise but decided to go big or go home.

NPS 52

NPS Start-ups Customer Experience Customer Expectations 52

Comm100

JUNE 6, 2023

Find out how to help college students with mental health issues in this blog, with 4 actionable strategies you can put in place to help alleviate mental health issues in college students. However, while schools wait for the introduction and effects of this funding, help is needed now for college students across the country.

Education 52

Education 52

Service Quality Institute

SEPTEMBER 15, 2021

Most large cities in the US are poorly managed. My partner in Moscow, Maksim Nediakin has been working with government leaders in Moscow who really understand the Service Strategy with his focus on Sincere Service. Panel Discussion at Moscow Social Forum with Maksim Nadiaken Moderator. See my replay of the panel discussion here.

Government 52

Government Healthcare Retail Innovation 52

Shep Hyken

DECEMBER 20, 2021

Anyone can focus on managing the “little things.”. Nine Impactful Customer Service Lessons That Can Change Your Business Approach by YEC Expert Panel. CMSWire) While managing through the unexpected is important, it’s prudent to stay focused on the future and what we know is coming.

Customer Service 65

Customer Service Hospitality Hospitality Contact Center 65

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. Meet Our Panel of Contact Center Experts: . Vincent Nero is the VP General Manager of Successories. Tyler Riddell.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

Fonolo

MAY 15, 2018

Everyone knows how important it is to monitor metrics, but do you know how to pick the right ones, and implement an effective strategy? The trick to successfully manage metrics is to specifically identify which data points are relevant to you, and to analyze what that data means to your organization. Managing Director, Banner Health.

Contact Center 52

Contact Center Social Media NPS Customer Satisfaction 52

C3Centricity

JANUARY 18, 2020

One of the most popular evergreen posts on C3Centricity is “The Beginners Guide to Brand Portfolio Management.” It seems that we all suffer from a deep-rooted fear in managing and reducing our brand portfolio, especially when it includes many historic or regional variants. Simple really! CORPORATIONS ARE BRANDS TOO!

Retail 87

Retail Innovation Start-ups 87

Totango

FEBRUARY 23, 2023

That timely topic got center stage at the Customer Success Festival in Austin during a panel discussion called “Supercharge your ops team to help you grow revenue at scale,” featuring Chris Dishman , VP of global customer success at Totango, and Taylor Hodges , global head of customer success at JLL Technologies – Corrigo.

Net Promoter Score 84

Net Promoter Score NPS Touchpoint Technology 84

Confirmit

OCTOBER 4, 2018

Your strategy can start with a simple customization of existing Market Research tools or by integrating data between software technologies. In this webinar Miguel Ramos, Product Marketing Manager at Confirmit describes best practices to: Demonstrate the value of automating data transfer between Market Research software platforms and tools.

CRM 45

CRM Technology Technology 45

Shep Hyken

JANUARY 10, 2022

A Nation on Hold Wants to Speak With a Manager by Sarah Lyall. If employees are now having to take on many unexpected roles — therapist, cop, conflict-resolution negotiator — then workplace managers are acting as security guards and bouncers to protect their employees. My Comment: How much do we love our customers?

Customer Service 72

Customer Service Customer Loyalty Manufacturing Sales 72

Fonolo

JANUARY 22, 2020

Customer Experience Strategies Summit, Toronto. Who Should Attend: Contact center managers and executives, customer support agents, customer experience leaders. It’s only a couple of days long but they manage to cram in a LOT. Who Should Attend: COOs, CXOs, CCOs, Zendesk users, customer experience managers.

Customer Service 129

Customer Service Contact Center CX Education 129

Steven Van Belleghem

MARCH 19, 2023

Apart from this obsession with simplicity in design, consumerism and branding, it also has a strong focus on environmental friendly processes, including using reclaimed wool to produce its sweaters, recycling textiles and by-products, and installing solar panels in its distribution center.

Non-Profits 104

Non-Profits Agriculture CX Manufacturing 104

Callminer

FEBRUARY 21, 2018

To help you avoid common mistakes in this process, we scoured the web for expert insights and reached out to a panel of call center and QA professionals, asking them to weigh in on this question: “What’s the number one mistake call centers make when it comes to comparing & purchasing call center monitoring software?”. Janeen Ansell.

Contact Center 210

Contact Center CRM Technology Technology 210

Zendesk

JANUARY 4, 2023

Reports from the Intergovernmental Panel on Climate Change (IPCC) have been increasingly urgent: Humans aren’t reducing CO2 emissions sufficiently to keep the warming of the planet below 1.5°C. SBTi and the Greenhouse Gas Protocol both provide guidance on how to evaluate and manage Scope 3 emissions. The challenge of remote work.

Manufacturing 52

Manufacturing Construction Finance Start-ups 52

Execs In The Know

APRIL 23, 2021

The onset of coronavirus required us all to become crisis management experts overnight. There is a clear relationship between compassion and customer experience: companies who were bold in their strategies to help customers saw a 4- to 6-point lift in Net Promoter® scores. The pandemic crisis forever changed the way we live and work.

Innovation 93

Innovation CX VOC Outlook 93

ClientSuccess

MARCH 13, 2020

Putting Purpose at the Core of your Corporate Strategy. Here’s a video of her speaking on a panel at the Geekwire Summit a couple years ago. . Matt Garratt: Managing Partner @Salesforce Ventures. Panel Discussion on Taking Ownership of Your Career in Sales – “Women in Sales Everywhere” Event. .

Healthcare 52

Healthcare Sales Start-ups Customer Experience 52