Gainsight

JULY 5, 2022

It is increasingly apparent that having a CS Ops team and leader is becoming a necessity. Net Revenue Retention is still key, but CS now touches everything. After years of data and observation, we know that customer success has a virtual reach into every part of an organization. Defining a CS Ops Team.

Roadmap 59

Roadmap Return on Investment Customer Journeys Customer Success 59

Stella Connect

NOVEMBER 9, 2021

To help you get started, we put together four key questions you need to ask yourself and your team to make sure you’re prepared for the influx of volume sure to come this holiday season. Preparing Your Customer Service Team for the Holiday Season. How Will You Ensure Temporary Staff Are Meeting Brand Standards?

Customer Service 87

Customer Service Poor Customer Service Contact Center Training 87

ECXO

DECEMBER 26, 2023

The good news was that many different authors and approaches emerged more practical and different from the typical mindset of thought leaders. Featuring common mistakes to avoid and key takeaways at the end of each chapter, it’s also accompanied by downloadable checklists and an interactive template to use in practice.

Case Study 52

Case Study Customer Centricity Social Media Competitive Advantage 52

Storyminers

JULY 6, 2020

Thought leaders come in all shapes and sizes. In the age of the internet, it is difficult to keep tabs on which thought leaders are the real deal, and which ones are not. So much so, we built an AI tool to help automate the low touch, mundane tasks support teams are inundated with. Adam Toporek. Adrian Swinscoe.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Kustomer

SEPTEMBER 30, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen divulges five secrets on how to stop agent burnout. He goes into detail about why burnout absolutely needs to be prevented in the workplace and what leaders can do now to to stop burnout before it happens. Step 2: Show Gratitude.

Tips 52

Tips How To Study Training 52

Gainsight

JUNE 7, 2022

Customer Success (CS) teams are evolving into a primary growth driver for companies in all industries. And that’s why we were excited to get enterprise CS leaders together to talk about new developments in CS and trends for the future. Data Needs Centrality and the Right Team to Scale. Small teams can make it happen, too.

Chief Customer Officer 52

Chief Customer Officer Customer Success Sales Omni-Channel 52

Storyminers

JULY 6, 2020

Thought leaders come in all shapes and sizes. In the age of the internet, it is difficult to keep tabs on which thought leaders are the real deal, and which ones are not. So much so, we built an AI tool to help automate the low touch, mundane tasks support teams are inundated with. Adam Toporek. Adrian Swinscoe.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Integrity Solutions

MAY 24, 2023

All the product knowledge, core selling skills, time and CRM management capabilities are far less impactful to the ultimate success of a salesperson than their core attitudes, beliefs, values and motivations. A balance of skill set, mindset and process are needed to help salespeople thrive and succeed to their fullest potential.

Training 52

Training Sales Culture Management 52

Playvox

NOVEMBER 2, 2021

Let’s explore five current shopping trends, and what this behavior means for those of us in the contact center industry. Before I leave my house each day, I go through a mental checklist: keys, phone, purse, mask. grew more than three times as quickly from 2019 to 2020 as it did during the previous five years. Hybrid Holiday.

Contact Center 73

Contact Center Trends e-support Social Media 73

COPC

JUNE 4, 2020

“We need to focus more on the issues that trouble us in these remote working times and innovate with technology to combat privacy concerns, quickly adapt and adopt platforms for virtual collaboration (some of which have such an impressive ability to foster teamwork) and keep an open mind. Fernandez, EVP Malaysia & India / Group CIO.

Contact Center 55

Contact Center e-support Connections Automotive 55

Inbenta

MAY 7, 2021

Part of your plan should be creating a standard process that everyone should follow, to ensure consistency across the team. There are a lot of questions to answer when creating your new strategy, including: What do your customers need and expect from your team? It’s worth working out your average and seeing how you compare.

Customer Service 116

Customer Service Social Media How To Software 116

SurveySparrow

DECEMBER 9, 2020

Apple managed to keep their employee satisfied because they understood and realized the effort of the entire team. When we talk about employee experience, the first thing that comes into our mind is the human resource team. We think that HR plays a key part in employee experience management. Perks of Employee Experience.

Employee Experience 52

Employee Experience Employee Engagement Net Promoter Score Culture 52

SurveySensum

JULY 14, 2020

It is now considered to be the key brand differentiator and a critical factor for your brand’s success and revenue growth. While many brands are struggling to deliver the relevant and delightful experiences to the customers, certain Customer Experience Leaders have broken the code and delivered what is considered to the best!

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Michel Falcon Experience

APRIL 13, 2023

We have a very special guest in the virtual building, Cameron Herold, to talk about company culture. Michel Falcon: How would you have described the company culture at 1-800-GOT-JUNK when you were part of the leadership team? I’m going to see Simon next week at the main five-day TED conference again. Hey everyone.

Culture 60

Culture Company ROI Leadership 60

Russel Lolacher

FEBRUARY 20, 2023

Connect with, and learn more about, Josh on his platforms: Work Ethic website Linkedin profile LISTEN AND SUBSCRIBE Or, listen on: Apple Podcasts Spotify Google Podcasts KEY TAKEAWAYS The seven work behaviours that define work ethic. Anyone can focus on skills to improve their work ethic. And I think it’s long overdue.

Leadership 52

Leadership Culture Training Study 52

West Monroe

JUNE 20, 2022

Instead of looking down industry towers (providers, payers, and life sciences) at key trends and drivers of M&A and investment activity, we’re looking across them at digitally enabled platforms, products, data sets, and high value analytics through the lens of asset differentiation and the trends shaping portfolio value. Key trends.

Healthcare 52

Healthcare Trends Analytics Multi-Channel 52

Gainsight

JUNE 11, 2021

The Key to Customer Success: Leadership with Jay Nathan, Chief Customer Officer at Higher Logic and Co-founder of Gain Grow Retain at Higher Logic. You’re the leader of your own work-life. Team Up with Sales to Drive Revenue with Kristen Hayer, Founder & CEO at The Success League. Human-First Customer Success.

Chief Customer Officer 91

Chief Customer Officer Customer Success Handbook Knowledge Base 91

AWS Machine Learning

OCTOBER 26, 2022

The seeds of a machine learning (ML) paradigm shift were there for decades, but with the ready availability of virtually infinite compute capacity, a massive proliferation of data, and the rapid advancement of ML technologies, customers across industries now have access to its transformational benefits.

Innovation 96

Innovation Training Data Technology 96

West Monroe

JANUARY 25, 2022

Inside the bank, lending teams must also find new ways to identify, capture, and preserve existing relationships. In 2022, the dialogue across financial services will be driven by the themes of rising interest rates, high inflation, and the need for growth in the face of continued digital disruption.

Banking 52

Banking Financial Trends Multi-Channel 52

NobelBiz

AUGUST 18, 2020

People Before you get the hang of managing people, you need to make sure you have the right people for the job. Employees that should never work in a call center end up here and that’s typically between it’s one of the first stepping stones for many people when they start looking for work. That’s no different in a call center.

Call Center 52

Call Center Management Gamification How To 52

Russel Lolacher

JANUARY 8, 2022

In episode three of Relationships at Work, I chat with Kate Nasser , author and People-Skills Coach, as we look at identifying negativity in the workplace and how to address it for ourselves and for our organization. She’s an author and her book is called Leading Morale: The People Skills to Stop Negativity and Ignite Contributions.

Culture 52

Culture Course Leadership Employee Engagement 52

Oracle

DECEMBER 17, 2020

Episode 4 was all about our communities, the constituent experience in the public sector, and how digital technologies enable all teams to connect in safe, scalable, and personal ways. In early November, the Center for Digital Government announced these five cities as the first place winners of the 2020 Digital Cities Survey.

Government 52

Government Banking e-support Technology 52

West Monroe

JUNE 20, 2022

Instead of looking down industry towers (providers, payers, and life sciences) at key trends and drivers of M&A and investment activity, we’re looking across them at digitally enabled platforms, products, data sets, and high value analytics through the lens of asset differentiation and the trends shaping portfolio value.

Healthcare 40

Healthcare Trends Analytics Multi-Channel 40

West Monroe

JUNE 20, 2022

Instead of looking down industry towers (providers, payers, and life sciences) at key trends and drivers of M&A and investment activity, we’re looking across them at digitally enabled platforms, products, data sets, and high value analytics through the lens of asset differentiation and the trends shaping portfolio value. Key trends.

Healthcare 40

Healthcare Trends Analytics Multi-Channel 40

ChurnZero

JANUARY 10, 2020

For Customer Success teams to continue to expand, it’s crucial they have dedicated leadership to rally internal support and fortify their position within the broader organization. . I’m confident that our team and community will benefit greatly from her experience.”. 1) Yamini Rangan, (First) Chief Customer Officer, HubSpot .

Customer Success 52

Customer Success Chief Customer Officer Leadership Customer Retention 52

Russel Lolacher

FEBRUARY 6, 2022

KEY TAKEAWAYS. No one is above giving somebody one minute, five minutes, 30 minutes, especially leaders.” And she’s a role model with Inside Out leader board, which is a mental health action group that shares a list of senior leaders who are open about their experiences with mental illness, which Aaron very much is.

Hospitality 52

Hospitality Culture Exercises Leadership 52

Maru Group

APRIL 16, 2020

Their hashtag #PlayApartTogether has been picked up by dozens of game industry leaders, with some brands adopting their own – like Electronic Arts’ #stayandplay – encouraging their networks to play their part to flatten the curve. What should gaming brands be doing to attract and retain new players? Connection.

Brands 59

Brands Strategy Entertainment Video 59

Michel Falcon Experience

APRIL 11, 2019

I worked my butt off, got promoted five times in five years, and eventually ended up in the operations’ department of the company. What’s the most unpleasant job you’ve ever had Mr. Falcon? Michel Falcon: Bag boy at a grocery store in north Vancouver. Only because it’s such a thankless job.

Culture 60

Culture Leadership Hospitality Meeting 60

Kustomer

JANUARY 14, 2021

One of the first steps in creating a successful CX team is making sure that your agents have the necessary tools, information, and skills needed to produce rewarding results. Ed understands that it can be difficult for CX leaders in companies that aren’t large corporations to improve their teams as a whole and to implement change.

Omni-Channel 81

Omni-Channel How To Multi-Channel Contact Center 81

AWS Machine Learning

MARCH 14, 2024

When users ask questions, our virtual assistant rapidly searches through the Amazon Kendra index to find relevant information. This is a guest post co-written with Scott Gutterman from the PGA TOUR. Generative artificial intelligence (generative AI) has enabled new possibilities for building intelligent systems.

Omni-Channel 99

Omni-Channel Sports Fashion Innovation 99

Russel Lolacher

AUGUST 29, 2022

In this episode of Relationships at Work, Russel chats with neurodivergent leader Doug Rabold on embracing neurodiversity in the workplace, what it might look like and its importance. I am a Neurodivergent Leader – HDI. Further Confessions of a Neurodivergent Leader – HDI. KEY TAKEAWAYS. Google Podcasts.

Leadership 59

Leadership Innovation Connections Call Center 59

Russel Lolacher

JUNE 5, 2022

In this episode of Relationships at Work, Russel chats with technology service leader and speaker Brandon Caudle on the pros and cons of communication technology at work. KEY TAKEAWAYS. Connect with Brandon on his platforms: Website. PLAY AND SUBSCRIBE. Or, listen on: Apple Podcasts. Google Podcasts. It’s Brandon Caudle.

Communication 93

Communication Technology Employee Engagement Culture 93

Comm100

NOVEMBER 27, 2017

Research shows that customers feel a sense of restored fairness when companies apologize, provided CEOs show sufficient empathy— a key factor for successful personal apologies, too. rawpixel.com. From Papa John’s NFL apology to Louis C.K.’s It turns out that to err is human, but to apologize (at least genuinely) may be less so.

Social Media 290

Social Media Video Effort Score Brands 290

SmartKarrot

FEBRUARY 2, 2022

With 500+ attendees, the webinar highlighted some key strategies, situations, and best practices for the customer success industry. Here is the full webinar recording followed by a selection of key takeaways from the webinar. Here are the top 10 key takeaways from the session. About the Panel. Takeaway 2: AI in Customer Success.

Customer Success 19

Customer Success Measurement Customers Sales 19

Currency Alliance

JANUARY 22, 2020

The key is to make your brand joyous to do business with. You can do this by harnessing the new possibilities of agile, digital enterprise, so that your own clear and compelling vision, for what compelling customer value will look like over the next three to five years, may be translated into noticeable, meaningful improvements.

Loyalty 40

Loyalty Brands Loyalty Programs Rewards Programs 40

Kustomer

OCTOBER 15, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Brad Birnbaum , Lauren Pragoff , and Matt Dixon in a virtual summit to discuss developing customer loyalty through achieving effortless customer experiences. He says, “it is a technological shift to improving experiences.

Self Service 52

Self Service Management How To Omni-Channel 52

West Monroe

JANUARY 23, 2022

By virtue of their role in the functioning of that ecosystem, payers in some respects hold the keys to the industry as a whole. We think of the traditional relationship between payers, providers, and pharma companies as triangular, with the consumer (the patient) in the middle. The industry at a glance.

Healthcare 52

Healthcare Multi-Channel Consumers Trends 52