CSM Magazine

SEPTEMBER 21, 2021

In our last two blogs, we introduced the concept of adding simplicity to the contact centre and outlined the major barriers to success. Along the way, we shared several simplification strategies including how to step-up staff engagement programmes and refresh leadership skills. Three ways to turn theory into practice.

Omni-Channel 59

Omni-Channel Call Recording Analytics Interaction 59

Playvox

MARCH 27, 2023

Whether you’re looking to implement new technologies, fine-tune your staffing strategy, or empower your agents to provide exceptional customer service, you’re in the right spot. Revolutionize Your Customer Support Center Productivity: 10 Proven Strategies 1.

Contact Center 84

Contact Center Gamification Training Chatbots 84

CSM Magazine

AUGUST 18, 2021

An effective strategy starts at the top. In the first blog in this series, we introduced the importance of adding simplicity to the contact centre. With employee engagement as a top priority, we shared proven strategies to make life easier for frontline staff, including streamlining processes and technology.

Resources 52

Resources Touchpoint Technology Employee Engagement 52

CSM Magazine

APRIL 20, 2022

Embrace analytics to boost your wellbeing strategy. Here, he takes a closer look and gives 3 reasons why you can’t afford to ignore the latest advancements in technologies designed for modern workforce optimisation and engagement. In our last blog , we asked the question ‘what does wellbeing really mean?’

Technology 52

Technology Analytics Tools Customer Centricity 52

BirdEye

FEBRUARY 21, 2023

We’ll explore key trends such as user demographics and advertising across platforms as well as share our first-party data to help you gain insights for your own social media marketing strategy. Nearly 60% of marketers believe that social media marketing is a “very important” asset to their overall marketing strategy.

Social Media 98

Social Media Marketing Advertising Video 98

CSM Magazine

AUGUST 5, 2021

That’s the verdict of Ross Daniels at Calabrio who shares a 5-point strategy to kickstart your journey towards simplification. Just when we thought the new world of remote and hybrid work might make life easier, it has actually produced new complexities. 5 Ways to Simplify the Agent Experience.

Gamification 59

Gamification Metrics Analytics System 59

Bold360

AUGUST 18, 2020

Digital-first customer engagement has never been more important than today, especially amidst a business landscape shaped by COVID-19 where the majority of customers are working remotely, purchasing products online, streaming entertainment, and engaging with brands from their homes. Trends Shaping Customer Engagement & CEM.

Self Service 52

Self Service Customer Engagement CEM Engagement 52

SurveySparrow

MARCH 1, 2024

How Sentiment Analysis Works in SurveySparrow? You can track this over time to see how the strategies you put in place are swaying the emotions of your customers. Other Key Features Its conversational surveys help you engage respondents with an interactive, chat-like survey experience. How Sentiment Analysis Works in Repustate?

Analysis 59

Analysis Tools Social Media Software 59

SurveySparrow

APRIL 8, 2022

While there is a lot of discussion around workplace harassment, research shows that feeling ostracized at work has an equally severe impact on employee engagement. Learn the effects of workplace ostracism on employee engagement. Get tips for employees to recover from ostracism at work.

Employee Engagement 59

Employee Engagement Engagement Tips Culture 59

GetFeedback

JANUARY 12, 2020

Anyone working in the CX world knows that there is no lack of problems to work on. Southwest Airlines CEO Gary Kelly explained in a 2006 blog post : Open seating has allowed us to build a highly efficient operation by keeping the time our aircraft are sitting at our gate to a minimum. That’s not as easy as it seems.

Customer Journeys 221

Customer Journeys How To Touchpoint Airlines 221

AWS Machine Learning

SEPTEMBER 28, 2023

With constantly evolving operations, processes, policies, and compliance requirements, it can be extremely difficult for employees and customers to stay up to date. Internally, employees can often spend countless hours hunting down information they need to do their jobs, leading to frustration and reduced productivity.

Knowledge Base 94

Knowledge Base Chatbots Self Service System 94

Avaya

JANUARY 29, 2019

Workforce Engagement, previously known as Workforce Optimization, has become an essential differentiator for organizations that are seeking to deliver a better customer experience, improve agent productivity and increase profits. And there is no need to settle for limited functionality.

Engagement 67

Engagement Customer Experience Contact Center e-support 67

Gainsight

JULY 7, 2021

As the year progressed, so did our knowledge, understanding and confidence for transforming our events into engaging digital experiences. Making the Call to Go Hybrid. The choice to go hybrid is a big one. They became an extension of our team and helped us develop a clear hybrid strategy. Here’s What We Learned.

Social Media 45

Social Media Conference NPS Customer Success 45

Kustomer

JUNE 27, 2022

The transformed landscape requires engagement like never previously seen, and customer service software is here to help. Additionally, these tools are effective allies to your human support teams or individual employees, as they can take on the burden of more repetitive, basic requests and queries. Types of Customer Support Software.

Software 98

Software Tools Customer Service Self Service 98

Circular Edge

MARCH 28, 2023

Blog Credit: Kristina Russo, March 16, 2023 | (What Is Agile Finance? Instead, companies are starting to adopt agile finance, a modern approach to financial management that changes the way finance teams work and create value. It’s no place for the rearview-mirror finance and accounting processes of old. What Is Agile Finance?

Financial 52

Financial Analysis Culture Competitive Advantage 52

Circular Edge

MARCH 28, 2023

Blog Credit: Kristina Russo, March 16, 2023 | (What Is Agile Finance? Instead, companies are starting to adopt agile finance, a modern approach to financial management that changes the way finance teams work and create value. It’s no place for the rearview-mirror finance and accounting processes of old. What Is Agile Finance?

Financial 52

Financial Analysis Culture Competitive Advantage 52

VDS

SEPTEMBER 28, 2023

Transitioning your contact center to Genesys Cloud can be a daunting task, but with the right strategies, it can be a seamless process. Flexibility: Genesys Cloud offers a flexible deployment model that allows you to choose between public, private, or hybrid cloud deployment.

Contact Center 52

Contact Center Strategy Roadmap System 52

COPC

OCTOBER 13, 2021

This blog entry was written in conjunction with our upcoming Optimizing Post-Pandemic Contact Center Outsourcing Relationships pre-event workshop during Execs In The Know’s Customer Response Summit. As this year ends, it may be time to consider reevaluating your post-pandemic outsourcing strategies. Home office requirements.

Contact Center 52

Contact Center Call Center Training Management 52

ProProfs Chat

MAY 1, 2020

To create an awesome training program, you can use an online customer service training software that: Engages customer service operators till the end. Only then can businesses authenticate engagement with their customers and those influenced (by the word-of-mouth publicity) to stick to their brand. Learn anytime, anywhere.

Customer Service Training 85

Customer Service Training Training Customer Service e-support 85

Beyond Philosophy

MAY 12, 2021

Only half of the organizations around the world feel prepared to support customer engagement post-COVID. Porte shared some of her insight on Verint’s recent study about supporting customer engagement efforts in the post-COVID era. . Porte says that Verint researched this topic for several reasons.

Customer Expectations 88

Customer Expectations Technology Analytics Chief Customer Officer 88

SurveySensum

MAY 20, 2020

In this blog we will understand how the world is facing this disruptor and taking actions to advance to a new world. After speaking to some marketing experts, and gaining their insights on the evolution of marketing strategies due to COVID-19, here are some points that gauge the impact of COVID-19 on customer engagement.

Omni-Channel 52

Omni-Channel Customer Experience Social Media Healthcare 52

Circular Edge

MAY 2, 2022

Blog Credit: Ian McCue, April 26, 2022 ( 10 Ways to Excel in the Evolving Role of the CFO | NetSuite). These CFOs also play an increasingly important role in defining company culture and setting an example for employees. She previously worked as a fractional CFO and held the top finance role for three other companies.

Culture 52

Culture Healthcare Apparel Financial 52

datastax

JULY 18, 2019

We surveyed more than 300 IT execs who work at companies with at least 5,000 employees—80% were from companies with 10K or more employees and 46% were from companies with 50K or more, and 77% of the respondents were VP and above. . 59% want to increase employee efficiency and satisfaction.

Innovation 40

Innovation Report Survey Customer Satisfaction 40

AWS Machine Learning

JANUARY 26, 2024

This post provides three guided steps to architect risk management strategies while developing generative AI applications using LLMs. Work backward from production use of generative AI by developing a threat model for each application using traditional security risks as well as generative AI-specific risks.

Government 121

Government Training Data Policies 121

SmartKarrot

FEBRUARY 20, 2023

Apply here: [link] Role: Director Communications, Customer Success Location: Boston, MA, United States Organization: Autodesk As a Director Communications of Customer Success you’ll Drive cross-CS strategic initiatives for employee engagement, talent development, and reward systems. Raising renewal rates and decreasing churn.

Customer Success 19

Customer Success Guidelines Communication Customers 19

Natalie Petouhof

JULY 14, 2015

The firm’s global work with leading companies in telecommunications, financial services, healthcare, retail, and government sectors is the basis for the articles in this recent issue. Is your brand ready with a solid mobile, digital customer experience strategy? Employee buy-in? And are you ready to implement it? Why or why not?

Customer Experience 40

Customer Experience Survey Telecommunications Banking 40

Currency Alliance

NOVEMBER 15, 2021

When brands offer points, there are clear and visible incentives for customers to engage in purchases and non-purchase activities that drive specific customer behavior. Loyalty mechanics give you the tools to automate frequent, incremental engagement with customers at scale.

Loyalty 52

Loyalty Loyalty Programs Multi-Channel Banking 52

ClientSuccess

MAY 30, 2018

Prior to working in SaaS and Customer Success, he spent 20 years building B2B enterprise support organizations, including Sybase and CommerceOne. Case in point, Mark was employee #6 at Success Factors and employee #10 at Accept Software. Mark authored a blog post on LinkedIn called Customer Success is NOT Customer Support.

Customer Success 40

Customer Success B2B Leadership Culture 40

Amity

MAY 15, 2017

My background immediately after college was actually working in political campaigns; there, I started to observe some interesting trends with regard to how political campaigns organized and raised money. I then went on to becoming an enterprise/sales hybrid CSM, and I finally moved into a role that was specifically agency focused.

Customer Success 71

Customer Success Sales Software Customers 71

Bold360

NOVEMBER 21, 2016

Over 20 years she worked for: a Fortune 500 company, Fortune 100 marketing communications agency, public relations, advertising and publishing firms. IBM reported in its Commerce blog: It’s hard to find a company these days that’s not feeling the impact of “Digital Transformation.” Fortunately for marketers, your work is never done.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40

One Millimeter Mindset

FEBRUARY 20, 2019

Internal stakeholder experience is more than keeping employed stakeholders happily engaged within existing departmental disciplines. Rather, generating stakeholder experiences gives employees projects which challenge their professional status quo. Executing an internal stakeholder experience program includes all employees.

Customer Experience 14

Customer Experience Communication Groups Strategy 14