TechSee

MAY 4, 2021

A gig refers to when an independent worker is hired, often through a digital marketplace, to work on a short-term project or task on-demand, such as freelancers, independent contractors, and temporary hires. These gigs are often created to meet consumer demand via the real-time delivery of services.

Customer Service 182

Customer Service Contact Center Call Center Retail 182

Magellan Solutions

JULY 10, 2023

Effective management encompasses defined roles and clear communication. Read along as we uncover the keys to unlocking the full potential of your team. Outsourced teams entail utilizing external expertise and skills to perform particular jobs remotely. Outsourced team success depends on transparent and collaborative management.

Tips 92

Tips Management How To Culture 92

ChurnZero

JANUARY 25, 2024

How will customer success jobs, and the skills they require, evolve in 2024? With technology advancing and customer expectations rising, customer success has become an essential force driving business growth and customer loyalty within the SaaS industry.

Customer Success 52

Customer Success Trends Chatbots Leadership 52

Upstream Works

MARCH 17, 2022

Digital transformation poses distinct operational challenges for the contact center that go beyond the customer and agent experience; we’ll address two of those challenges here. Contact centers have been hugely impacted by the Great Resignation, as has the entire service economy.

Self Service 78

Self Service Contact Center Call Center Training 78

Help Scout

APRIL 27, 2021

Long-time customer service professional Mat “Patto” Patterson answers readers’ most challenging customer support delivery, leadership, and career questions. Balancing soft-skills with technical ability. Thanks, Simone, a SaaS Support Soft-Skill Seeker. That begins with a good role description. Hello Simone!

Customer Service 91

Customer Service Customers Tips Training 91

ECXO

AUGUST 9, 2023

Professional services (PS) and consulting is critical to client experience. Clients assume service and product quality. I use cloud professional services examples throughout, but there are valuable lessons here for everybody). Rapid cloud and digital transformations are key priorities. They’re a given. Let’s continue.

Consulting 98

Consulting Competitive Advantage Culture Touchpoint 98

COPC

APRIL 1, 2024

The challenge of keeping pace with changing customer expectations looms large. Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX).

Customer Experience 89

Customer Experience Contact Center Gamification Chatbots 89

BlueOcean

AUGUST 30, 2018

Did you know that 32% of customers worldwide will quit doing business with a brand – even if they love it – because of just one bad experience? This statistic from a PwC survey is an eye-opener for any organization that interfaces with customers on a regular basis. But what constitutes a bad experience?

Customer Service 232

Customer Service Contact Center Chatbots Customer Care 232

Comm100

MAY 25, 2022

Further social upheavals amongst workers and customer expectations have also occurred. Ultimately, customer service and contact centers have not been immune to these changes. Ultimately, customer service and contact centers have not been immune to these changes. Challenges have emerged in the past two years.

Contact Center 130

Contact Center Customer Service Omni-Channel Social Media 130

Kayako

FEBRUARY 28, 2018

To help you build your own customer support training program, I’ve collected some key insights from managers at other SaaS and tech-industry companies to help make sure you’re getting it right from the get-go. 3 Principles of a good customer support training program. Collaborate with your team. Don’t let training fade out.

Training 213

Training Culture Customer Service Training Customers 213

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. So… Is customer experience worth it? The Three Areas of ROI.

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

CSM Magazine

MAY 25, 2022

The use of artificial intelligence (AI) in the recruitment process has benefited the hiring practices of many customer service organizations. Studies have shown that utilizing AI tools to carry out skills assessments creates a more balanced review of applicants and can pull in the best talent in the service profession.

Customer Service 52

Customer Service Gamification Culture Study 52

Playvox

JANUARY 25, 2024

Does your contact center “talk the customer talk” but sometimes gets stuck when it comes to matching up customer expectations with service and support delivery by your agents? How Workforce Optimization Works in a Contact Center The most valuable asset in a customer service organization or contact center is your workforce.

Contact Center 77

Contact Center Omni-Channel Net Promoter Score Effort Score 77

Playvox

APRIL 25, 2023

Experts predict that using remote and hybrid contact center agents will remain a cost-effective, efficient solution for delivering outstanding customer support well into the future. This staying power means that those in charge of delivering customer experience (CX) need to rethink how they deliver remote training.

Contact Center 79

Contact Center Training Contact Center Software Strategy 79

Gainsight

FEBRUARY 15, 2024

We’re starting 2024 with a new webinar series jam-packed with best practices and strategic insights proven to help customer education teams get their programs off the ground. ” While he wasn’t talking about customer education or starting an academy, he certainly could have been. For example, maybe a C.S.M.

Leadership 52

Leadership Culture Customers Training 52

COPC

MARCH 11, 2022

Explore emerging ways to create candidate interest & employee retention with Rick Zayas, COPC VP, in a pre-conference workshop at Execs In The Know’s Customer Response Summit (CSR) in Clearwater, Florida, on March 28, 2022. Key drivers affecting labor markets. Managing/leveraging outsourced service providers.

Contact Center 85

Contact Center Conference Training Call Center 85

Help Scout

SEPTEMBER 2, 2021

Tier 2 support team members are the folks responsible for handling technical escalations and more advanced inquiries that are beyond the skills or knowledge of your first level customer service representatives. Many companies are hiring for tier 2 support team members: Why should an applicant be interested in working for you?

Examples 103

Examples How To Culture Tools 103

Ann Michaels and Associates

JULY 14, 2023

Competitive intelligence and mystery shopping are two related concepts that can provide valuable insights into a company’s competitive landscape and customer experience. Key benefits of competitive intelligence include: a. Key benefits of competitive intelligence include: a.

Social Media 52

Social Media Exercises Wait Times Trends 52

Help Scout

AUGUST 31, 2021

Customer support representative is one of the most common jobs on the market for individuals looking to work in technology, so the job description you write for your open role needs to be exceptional in order to attract applications from exceptional candidates. From there, move into describing the role itself.

Examples 95

Examples Social Media Customers Customer Service Representative 95

CSM Magazine

NOVEMBER 16, 2022

An effective customer service team is the backbone of any successful company. When a business is ready to scale, it must ensure that its customer service department can grow in tandem. Customer service managers can implement several strategies to support their team’s expansion while maintaining high standards.

Customer Service 52

Customer Service Strategy NPS Customer Satisfaction 52

Alliance by IFS

NOVEMBER 26, 2019

According to a WBR Insights study, 37% of field service organizations (FSOs) have experienced some difficulty in recruiting qualified technicians over the past 12 months. Meanwhile, as baby boomers retire, service organizations can expect to lose their most seasoned workers in greater numbers over the next ten years.

e-support 100

e-support Knowledge Base Social Media Training 100

CX Accelerator

DECEMBER 31, 2018

We have the very best and newest technology, hire the perfect “on-paper” resumes, and have the budget of King Tut, but without a healthy, positive working culture…these things are essentially meaningless. Beth Gauthier-Jenkin, The Vice President of Customer Care at Gopher Sport recently generated a wonderful culture dialog via email.

Culture 244

Culture Contact Center Leadership Employee Engagement 244

SurveySparrow

JULY 12, 2022

The leaves are all of the product/service offerings. From a performance perspective, competencies are a measurable list of skills, characteristics, and knowledge that helps employees successfully perform their jobs. You can hire the right people based on your core competencies, with competency-based tests and interviews.

Examples 52

Examples Roadmap Leadership Survey 52

Customer Bliss

JUNE 13, 2017

Drew Neisser , who has interviewed over 200 CMOs, and I discuss the evolving role of the CMO, and the expanding “Hybrid CMO” taking on operational responsibility and expanding to influence the overall customer experience. Drew lives in New York City with his wife, two kids and a French bulldog named Louie. About Drew.

Social Media 166

Social Media Analytics Consulting Marketing 166

BlueOcean

FEBRUARY 8, 2017

We already know most people hate calling tech support and even in basic customer service scenarios, consumers prefer to use self-serve options over contacting a customer service agent directly. That makes us curious: can you train contact center agents in empathy? Empathy Must Be a Core Value in Your Contact Center.

Contact Center 120

Contact Center Training Call Flow Interaction 120

CSM Practice

SEPTEMBER 18, 2020

In this Chat and Learn series, we invited Taylor Johnston, Director for Customer Success at Salesloft, a sales engagement platform that helps sales organizations deliver better sales experience for their customers. They split the roles into three: Renewals Manager – reports to customer success, retention is the ultimate goal.

How To 52

How To ROI Customer Success Sales 52

Gainsight

AUGUST 5, 2022

Imagine you are a Customer Success Manager (CSM), and you wonder what the future holds for you. You learned about other roles where your experience in CS can be a springboard for those positions. Let’s begin with what makes you unique as a customer success professional. Using data and playbooks to mitigate customer risks.

Handbook 59

Handbook Sales Customer Success Customer Journeys 59

NobelBiz

FEBRUARY 21, 2023

Even though technology has improved in the call center industry, the level of customer experience is still mostly determined by how people interact with each other. This means that the agents’ soft skills can make a big difference in how good your support is. Key takeaways: Active listening is key to nurture customer trust.

Contact Center 52

Contact Center Call Center Communication Omni-Channel 52

Customer Bliss

DECEMBER 6, 2016

Camille Harrison is the Group Vice President and Chief Customer Officer for Florida Blue. She has been in the role now for almost 40 months. Starting many years ago as a customer service rep, Camille has been in the “service” lane her entire career. What Should Year One In The Role Look Like? “I

Chief Customer Officer 100

Chief Customer Officer Return on Investment Leadership Hospitality 100

Customer Bliss

DECEMBER 6, 2016

Camille Harrison is the Group Vice President and Chief Customer Officer for Florida Blue. She has been in the role now for almost 40 months. Starting many years ago as a customer service rep, Camille has been in the “service” lane her entire career. What Should Year One In The Role Look Like? “I

Chief Customer Officer 100

Chief Customer Officer How To Return on Investment Leadership 100

Customer Bliss

JULY 26, 2018

That’s right, when your customers are the employees within a group of government agency partners, you’ve got a lot of work cut out for you. Today, we’ll hear from William Chumley , the Chief Customer Officer for the Governor’s Office of Information Technology for the state of Colorado.

Government 111

Government Chief Customer Officer How To Roadmap 111

NobelBiz

JANUARY 23, 2024

As a call center owner, manager, or supervisor, are you grappling with the challenges of elevating customer satisfaction, retention and boosting lead generation? The answer to these pressing concerns may lie in the transformative power of Customer Support as a Service (CSaaS).

Contact Center 52

Contact Center Contact Center Software CRM Call Center 52

Magellan Solutions

OCTOBER 4, 2021

If you are thinking that accounting receivable services are a waste of resources, think again. Accounting is one of the most important services in any organization, large or small. Moreover, here are some compelling reasons why you should consider getting Accounting Receivable Services even if you are just starting out or scaling up.

Financial 97

Financial Banking Call Center Resources 97

Magellan Solutions

MARCH 14, 2023

There are several other concerns that need to be addressed, and companies have now started focusing on enhancing the quality of service. This view of the contact center as a “cost center” is one that restricts contact centers from providing their best possible service. At present, 1.4 But this is only the tip of the iceberg.

Call Center 52

Call Center Contact Center Call Center Experience Net Promoter Score 52

CSM Magazine

MAY 30, 2022

Apple is well known for their outstanding customer service. In this article, we will take a look at some keys ways that Apple provides excellent customer care. From providing knowledgeable support staff to allowing customers to easily contact them, Apple goes above and beyond to ensure their customers are happy.

Customer Service 52

Customer Service Policies Training Exercises 52

ChurnZero

MAY 20, 2021

When you build a Customer Success organization from the ground up, it’s easy to get caught in the trap of doing the wrong things well. That’s why it’s essential to invest in the people, processes, and technologies that create the most value for your customers and your organization. You don’t know why your customers churn.

Customer Success 90

Customer Success Customer Journeys Resources Touchpoint 90

Magellan Solutions

APRIL 27, 2022

This helps them maximize resources and expand profit margins, enabling companies to sustain themselves and the customers who do business with them. This helps them maximize resources and expand profit margins, enabling companies to sustain themselves and the customers who do business with them. Skill and expertise offshore.

Company 40

Company Call Center Travel Advertising 40