Expert insights. Personalized for you.
TeamSupport
SEPTEMBER 8, 2022
Imagine you just bought a brand new guitar and you’re ready to shred. Your amp is on and set high, your cords are all plugged in, you’re ready to jam. You strum an E major chord only to find that it plays an F minor – not good.
TeamSupport
SEPTEMBER 6, 2022
Raise your hand if you’ve heard that your business needs to be customer centric. Now raise your hand if your business is customer centric.
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TeamSupport
AUGUST 25, 2022
Rome wasn’t built in a day – and it didn’t fall in one either. Come the 4th and 5th centuries, the leaders neglected the needs of their various peoples, and oftentimes, as in the case of Majorian , they seemed outright surprised at the unpopularity of some measures.
TeamSupport
AUGUST 19, 2022
Living in the Digital Age, so much of our lives are saturated with data and information.
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The Voice of the Customer (VoC) is the core foundation of any successful customer experience program. Download this guide from GetFeedback to learn how you can launch a successful Voice of the Customer program that drives return on investment!
TeamSupport
AUGUST 2, 2022
Like people, a lot of businesses like to think that by saying that they have certain traits, then they automatically have those certain traits. Take being customer-centric , for example.
TeamSupport
AUGUST 2, 2022
Like people, a lot of businesses like to think that by saying that they have certain traits, then they automatically have those certain traits. Take being customer-centric , for example.
TeamSupport
FEBRUARY 18, 2022
If your B2B business is aiming to grow in 2022 (whose isn’t?) then chances are that your sales team is chasing new business. It’s a reasonable strategy – new business acquisitions means more revenue. But what if this new business is replacing churned customers and there is no net growth?
TeamSupport
FEBRUARY 18, 2022
If your B2B business is aiming to grow in 2022 (whose isn’t?) then chances are that your sales team is chasing new business. It’s a reasonable strategy – new business acquisitions means more revenue. But what if this new business is replacing churned customers and there is no net growth?
TeamSupport
DECEMBER 21, 2021
In today’s world, a proactive and communicative customer experience is a necessity. Companies can no longer afford to be aloof in the digital space.
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Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.
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TeamSupport
JULY 28, 2022
Some words are used so often that their meaning is blunted or outright transformed. One of these such words is “success,” and depending on the reader, can mean anything from “victory” to The Weather Girls’ album.
TeamSupport
JULY 14, 2022
Ever wish a robot could cook or clean for you? We might not be on Jetsons-level technology, but for customer service and sales professionals, the robot assistants are already here. When you hear “chatbots” what do you think of?
TeamSupport
MARCH 17, 2022
Training new hires on the fly isn’t easy and yet it’s quite common. When a support team is missing hands, chances are that new support agents will be hitting the tickets with precious little preparation. Needless to say, this can quickly lead to problems with customers.
TeamSupport
JULY 5, 2022
What colors our imaginations? When it comes to our concepts of artificial intelligence and robots, how much of it is affected by what we’ve seen on TV and in the movies, from The Matrix to Blade Runner ? Beyond that, how prominent is the fear of automation taking jobs from humans?
Speaker: Francoise Tourniaire - Founder of FT Works and Omid Razavi - Chief Advocacy Officer at SupportLogic
In this presentation, we will discuss the five elements of building a real-time coaching program using AI-infused workflows that will allow managers and agents to continuously engage and drive more constructive dialogue, resulting in reduced agent burnout and increased employee satisfaction and retention.
TeamSupport
FEBRUARY 2, 2022
When it comes to angry customers, you can never put in too much heart. But sometimes it can seem that the more care you put in, the outcome doesn’t change at all – the customer is just as angry.
TeamSupport
JUNE 13, 2022
What can be more important than patient satisfaction? Patient health naturally, but patient satisfaction isn’t all that far behind. For essentially any healthcare organization, patient satisfaction is the backbone of success, yet all too often it’s left on the backburner.
TeamSupport
MAY 11, 2021
“You’re not paying close enough attention to your customers.”. That’s how TeamSupport CEO Pete Khanna and ProfitSword VP of Sales and Marketing Paul Bennie began their speaking session at the recent TSIA Interact annual conference. This blog provides the highlights from their talk.
TeamSupport
OCTOBER 7, 2021
This week is Customer Service Week – an international celebration of the importance of customer service and of the people who serve and support customers on a daily basis.
Speaker: Ashlee Aldridge, Founder, Managing Partner and CEO - Reach Partners LLC | Bill Mirabito, Interim VP and Consultant, Chameleon Collective | Mike Leibovitz, General Manager of Digital Solutions - Pivotree
Join this exclusive conversation with our expert panelists and learn how addressing customer friction and smoothing out your digital customer experience will help you thrive as an e-commerce retailer - even when faced with adverse market challenges.
TeamSupport
MARCH 3, 2021
In Part 1 of this blog series we introduced the new imperative for customer support and customer success—achieving success for your customers… and for your bottom line. The first way to do so is to ensure product adoption and use.
TeamSupport
MARCH 31, 2021
Self-service is still good customer service. Offering an option for customers to help themselves can give your customer support reps more time to focus on improving the big-picture aspects of your service strategy.
TeamSupport
MARCH 10, 2021
“ While virtually all customer success management initiatives start out as “ churnfighters ,” you can’t stop there. The challenge is to gather and use the data from every interaction to move your team out of reactive mode and into far more effective proactive stances.”
TeamSupport
APRIL 15, 2021
The current marketing environment has changed drastically. Customers are often in need of assistance and expect smooth interactions with the company.
Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc
Scripts have been around as long as contact centers. Scripts attempt to set out an ‘ideal’ path to success on the call, whether that's a sale, a resolved inquiry, or a closed case. While some scripting attempts have failed, AI and Agent Assist technologies can help.
TeamSupport
DECEMBER 9, 2020
In Part 1 of this series, we introduced ways that customer support can identify sales opportunities using ticket automation triggers in your TeamSupport B2B customer support solution.
TeamSupport
MARCH 23, 2021
A customer can be very satisfied with the products and services of a company, but that doesn't mean they’ll remain loyal. Competitors can attract them by offering better customer benefits, including proactive customer support. Customer experience is decisive for both satisfaction and loyalty.
TeamSupport
APRIL 20, 2021
What brings meaning into your professional life —. The sense of self-fulfillment? Nice compensation? Friendly colleagues? Hold on a second. I realize this question is a bit heavy.
TeamSupport
OCTOBER 26, 2020
Customer service can effectively make or break your business in the eyes of customers. According to Small Biz Genius , 95% of customers indicated that customer service is a decisive factor in their brand loyalty.
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Are your employees an untapped source of customer feedback? Watch this on-demand webinar featuring woom bikes to learn how their team improves employee and customer experiences in tandem.
TeamSupport
MARCH 28, 2022
Everything you need to know about the upcoming sunsetting of SnapEngage. First of all, SnapEngage isn’t going anywhere. TeamSupport’s Messaging and Live Chat product is SnapEngage, but now with a new name and brand, and soon, an updated online presence on the parent TeamSupport website. You may have already noticed that we have been updating the name across channels and moved SnapEngage activity, such as blogs and social media, over to the TeamSupport site.
TeamSupport
OCTOBER 14, 2020
In Part 1 of this blog series, we introduces why it’s more important than ever to revisit how to keep customer support teams engaged with each other and what tools will help enable collaboration and keep agents motivated and excited about providing excellent support to their customers.
TeamSupport
NOVEMBER 4, 2020
“It was the best of times, it was the worst of times, it was the age of wisdom, it was the age of foolishness…” So begins the classic novel, A Tale of Two Cities , by Charles Dickens. It refers to the premise of the story: A time of despair and suffering on one hand, and joy and hope on the other.
TeamSupport
NOVEMBER 23, 2020
As we approach the Thanksgiving holiday in a year that has been fraught with anxiety and uncertainty, I thought we should pause and reflect on what we have to be thankful for.
Speaker: Jenn VandeZande, Head of Digital Engagement Strategy at SAP Customer Experience | Beth Scott, VP, Business Operations - Supply Chain | Nikki Grigsby, PHR, Chief Operations Officer at Syndigo | Levana Wang, Content Creator, Gen Z Expert
Join Jenn VandeZande, Beth Scott, Nikki Grigsby and Levana Wang for this insightful and topical conversation on the modernization of e-commerce tech.
TeamSupport
AUGUST 10, 2020
In Part 1 of this blog series we suggested tools that can help your B2B customers solve issues on their own and ways to help them feel more comfortable doing so. We continued in Part 2 exploring one way that customers can speed up the time to ticket resolution with live chat.
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