BlueOcean

OCTOBER 4, 2023

When one in five of your customers speak something other than English as their first language, providing bilingual customer support is critical. Providing bilingual French-English support has been a way of life in Canada since, well, forever. The impact of bilingual support on the customer experience cannot be understated.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

ECXO

APRIL 24, 2024

gdcvte Simplifying CX Design: How Leading Enterprise Tech Firms Overcome Complex Challenges Part I The article was originally posted here: [link] Seamless customer experiences and clear interfaces are two key elements leveraged by successful tech enterprise to generate adoption, with design being the key to overcoming solution complexity.

ROI 105

ROI Software B2B System 105

Lumoa

MARCH 12, 2023

A customer experience platform is a set of tools designed to help a business manage and improve—you guessed it—the customer experience they provide. These tools typically include features such as customer data management, analytics and reporting, automation, and personalization. Centralized data management. Data privacy.

Customer Experience 208

Customer Experience Customer Journeys NPS Analytics 208

Lumoa

APRIL 3, 2023

We asked Anna-Maija what inspired her to start her own company and how she supports her customers to take the next step in CX. “B2B Customer Experience Agency was established in 2022 from my personal passion to support B2B companies in CX. I see CX as a Service. Find out more about how we can help you.

B2B 208

B2B Customer Experience Customer Centricity Consulting 208

Experience Investigators by 360Connext

MARCH 8, 2021

Learning paths, thanks to virtual learning environments and Learning Management Systems (LMS) available now, can serve up just what each learner needs at the right moment. . These broad topics are important in any customer-centric culture, but then you can drill down where you feel each team needs more information. .

Customer Journeys 271

Customer Journeys Customer Experience Culture Customer Centricity 271

Horizon CX

MAY 19, 2023

I often think about this since, as a CX Manager for 10+ years I’d never thought of myself as a change agent yet the work I performed certainly had some incremental effect on the overall success of the organization, particularly from a customer experience perspective. I was certainly an influencer in CX but not a lone change agent.

Customer Centricity 130

Customer Centricity Leadership Culture Customer Experience Management 130

Comm100

MARCH 25, 2024

Whether you’re planning a customer support chatbot for your website or building an engaging marketing bot for Messenger, being aware of the do’s and don’ts of bot planning and development will help ensure that your chatbot is effective, and that it meets customers’ expectations every time.

Chatbots 240

Chatbots Customer Journeys User Experience System 240

TechSee

AUGUST 14, 2023

Follow on LinkedIn Agnes So, Head of Customer Support & Engagement at HotDoc Based in Melbourne, Agness is passionate about creating exceptional customer experiences through lean teams, self-service, and training. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Experience Investigators by 360Connext

JULY 6, 2021

This typically includes leaders from marketing, product development, customer success and customer service. Project charters have become a common tool in project management, and the CX charter serves a similar purpose. But customer experience management means designing an intentional journey for your customers. .

Effort Score 358

Effort Score Customer Journeys Net Promoter Score Government 358

Playvox

FEBRUARY 16, 2024

Advances in technology allow contact centers to use data in much more manageable ways, redefine how to engage with customers, gain efficiencies, and leverage actionable insights to improve quality management (QM) and the customer journey. A plethora of data are now available.

Contact Center 75

Contact Center Management Effort Score Call Center 75

Comm100

OCTOBER 13, 2022

Thanks to the features supported by software like Comm100 Live Chat, chats can be routed to the best team or agent for the job, ensuring that students talk to the right person the first time. TRU first introduced Comm100 Live Chat in 2019 to provide better support to students through digital channels.

Strategy 197

Strategy Chatbots Social Media Omni-Channel 197

Comm100

JULY 27, 2023

But despite its prevalence, not enough has been done within education to facilitate successful academic careers. Assistive learning technology is one of the main avenues for people with this condition to get support, with live chat being a particularly useful tool. How Does Dyslexia Impact Education?

Study 202

Study Financial Technology Chatbots 202

BirdEye

DECEMBER 8, 2023

Here's a general follow-up email example you can use for most situations: Hi [Name], I just wanted to follow up about [topic]. TruForce used Birdeye to track, manage, and communicate with customers via text, email, social media, phone calls, and more. Feel free to reach out if you need any other details on [topic].

Examples 110

Examples Communication Feedback Meeting 110

Playvox

MARCH 7, 2024

On this day, we discuss efforts and struggles to overcome cultural barriers, reflect on how to work for equality, support women in the workplace, and recall the importance of human rights. Today’s modern organizations have adopted various ways to support women around fundamental issues being raised.

Culture 87

Culture Policies Leadership Guidelines 87

Comm100

JULY 4, 2023

If you’re reading this blog, you’ve likely come to the realization that your customer service & support operations could benefit from chatbots and automation – welcome to the club! There are a huge range of chatbot vendors on the market, and they vary widely in function, capability, support, and maintenance.

Chatbots 130

Chatbots How To Measurement Report 130

Playvox

MARCH 5, 2024

And behind the scenes, how do you ensure your quality management (QM) processes are keeping up? Let’s examine the role of AI in streamlining quality management processes to help modern contact centers rise to the ever-changing customer experience landscape. How do contact centers not only survive but thrive in this new era?

Self Service 78

Self Service Management Contact Center Effort Score 78

Totango

JANUARY 2, 2024

In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS. Drive business outcomes leveraging Totango The first topic we discussed was how each of our experts leveraged Totango to drive business outcomes within their respective organizations. Need help getting started?

Customer Success 99

Customer Success Tips Self Service Customer Journeys 99

ChurnZero

MARCH 30, 2021

As we are always on the lookout for new and interesting Customer Success resources, we thought we’d do a roundup of our favorite Customer Success infographics. . Why Customer Success Matters. Topic: Learn about the importance of implementing a Customer Success program. Customer Success Around the Web.

Infographics 98

Infographics Customer Success Tips Metrics 98

BirdEye

APRIL 26, 2024

But, maintaining an active presence by posting consistently across all platforms while managing multiple accounts can be daunting. Birdeye Social Birdeye Social is one of the leading content-creation tools for social media management. Adobe Veed.io BirdAI Content, mainly social media content, often demands a constant presence.

Tools 59

Tools Social Media Multi-Channel Video 59

Gainsight

FEBRUARY 29, 2024

Partner Success has been long talked about in Customer Success programs, but it’s had limitations in practice due to technology constraints like data security requirements and lack of Customer Success capabilities among partners. The Power of Partnerships The biggest asset partners bring to SaaS vendors is trust.

Customer Success 52

Customer Success Effort Score Roadmap Software 52

Playvox

MARCH 19, 2024

Infusing artificial intelligence (AI) into processes is top of mind for business leaders and managers in all industries and across all job functions. These “cutting-edge” technologies at the time helped managers better distribute and manage voice calls more efficiently. What Is Contact Center AI?

Contact Center 74

Contact Center Self Service Net Promoter Score Effort Score 74

ChurnZero

MAY 4, 2023

There’s a closely held growth secret among large B2B professional services firms, like consultants, accountants and law firms, that Customer Success Managers (CSMs) might appreciate: The more relationships a client has across a firm, the lower that client’s flight risk.

Tips 98

Tips Gamification Feedback Customer Success 98

Totango

MARCH 8, 2022

Getting involved in the best customer success communities can give you access to the resources you need to take your CS team to new levels of performance. Here’s our guide to the top customer success communities in 2022 and what they have to offer. What Is a Customer Success Community? Supporting CS research.

Customer Success 115

Customer Success Guidelines Social Media Tips 115

ShepHyken

AUGUST 9, 2021

The Forbes Young Entrepreneur Council (YEC) has written an article that gives insights from eight very successful members on how to do exactly that. My Comment: We’re back to one of my favorite topics, convenience. I even wrote an entire book devoted to this topic, The Convenience Revolution. It is when it happens.

Customer Service 143

Customer Service Social Media Report Culture 143

ChurnZero

DECEMBER 27, 2022

Throughout the year, the ChurnZero team has shared content that explores so many different aspects of Customer Success, from career growth strategies and team management frameworks to retention tactics and industry benchmarks. Top ten Customer Success resources of 2022. 3/ Mythbuster: Customer Success Manager coverage ratio.

Leadership 90

Leadership Metrics Trends Customer Success 90

Totango

JANUARY 22, 2024

AI also emerged as a topic when we asked three of our executive leaders – Chief Marketing Officer Karen Budell , SVP of Customer Success Chris Dishman , and Chief Revenue Officer Dennis Reardon – to share their industry predictions for 2024. By nature, CSMs feel inclined to assume any responsibility involving the customer.

Customer Success 94

Customer Success Consulting Customers Leadership 94

COPC

APRIL 1, 2024

These advancements are not only reshaping new hire training but are also setting new benchmarks for efficiency and effectiveness in customer support. research shows that a sizable percent of organizations (42%) currently use AI for customer support or plan to do so, signifying a trend toward adopting AI in customer care functions.

Customer Experience 89

Customer Experience Contact Center Gamification Chatbots 89

ChurnZero

FEBRUARY 29, 2024

The working relationship between customer success and support teams can make, break, or even supercharge your customer experience, as Jaclyn Mullen of TheLoops showed attendees of ChurnZero’s most recent webinar. We often hear that change starts at the top, but that’s not always the case; you can manage up too.

Customer Success 52

Customer Success How To Culture Leadership 52

Totango

NOVEMBER 27, 2023

“Customer success is driving value to customers. Digital customer success is driving value more efficiently using a software or service that allows companies to grow and deliver value without using excessive resources” – Chris Dishman, SVP Customer Success, Totango.

Customer Success 103

Customer Success Effort Score Touchpoint Tools 103

ChurnZero

FEBRUARY 15, 2024

Organize your content strategy into a community content calendar using a project management tool like Monday.com , or even a simple spreadsheet like Excel or Google Sheets. However, those in roles like customer success have valuable insights from their interactions with customers. 5: Offer support along the way.

Tips 52

Tips Analytics Engagement Strategy 52

ChurnZero

NOVEMBER 3, 2020

Throughout the conference we conducted a series of audience poll questions, that related to the session topics. We received poll responses from over 800 Customer Success professionals who also attended the conference. . If you are experiencing growing pains within your Customer Success team, you are not alone. .

Conference 98

Conference Customer Success Leadership Customer Journeys 98

Playvox

FEBRUARY 6, 2024

It’s often the continuous improvement or quality management (QM) piece where contact centers struggle. In an era of agent turnover, budget cuts, and fleeting customer loyalty, it’s useful to explore the evolution of quality management from its traditional, compliance-focused roots to a modern, customer-centric approach.

Customer Centricity 83

Customer Centricity Contact Center Management Customer Satisfaction 83

Gainsight

APRIL 4, 2023

Salesforce’s Courtney Guerci, Sr Program Manager – Technical Support Strategy & Operations, recently joined Gainsight’s Tim Van Lew for a “Titans Of Scale” webinar. Change Management Isn’t a One-Time Project Even though a new technology is fully implemented, that does not mean the change management effort stops.

Management 52

Management Leadership Customer Centricity eBook 52

CX Centric

FEBRUARY 1, 2024

Continuous learning begins with leaders When employees see that their Manager or Supervisor is fully engaged and supportive of learning and development initiatives, it creates an atmosphere that promotes continuous learning. Show employees that it is important and valued by becoming a role model.

Culture 52

Culture Resources Customer Centricity Innovation 52

delighted

OCTOBER 17, 2023

Employee surveys can be used to ask employees for feedback on various topics related to their experience at your organization, including their engagement level, overall satisfaction with their job, their intent to stay at your company, or why they’ve chosen to leave. Maximizing manager effectiveness. Increasing employee performance.

Survey 81

Survey Tips How To Net Promoter Score 81

Clarivate

APRIL 3, 2024

We explored these timely topics with a panel of experts, capturing their insights in a new white paper entitled “The future of the IP legal profession: Balancing the rise of artificial intelligence with human expertise.” Rather, they foresee AI playing a support role, helping IP professionals work more efficiently and effectively.

Technology 59

Technology Strategy Analytics Government 59

BirdEye

MARCH 27, 2024

Twitter ads manager 4. Social media management tools Impact of Twitter impressions on engagement 6 ways to increase impressions on Twitter 1. They allow you to gauge the success of your targeting strategies, ad creatives, and overall design. Twitter Analytics 2. Individual tweets 3. Use relevant hashtags 2.

Engagement 64

Engagement Social Media Analytics Metrics 64