Team Support

8 B2B Customer Support Breakthroughs to Prepare for In the Next Decade

Team Support

As we look forward into the next decade, let's first reflect back to the previous one and the impact it had on customer support. The 2010's was a decade driven by the emergence and evolution of mobile technology, making it easier to communicate than ever before.

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Five Customer Service Strategies That Win

Team Support

Simply put, your business needs customer service strategies that improve their productivity and customer satisfaction. The right strategies help your customers resolve their issues faster and enable your agents to provide better support.

The 3 Tactics of Successful B2B Customer Support Phone Calls

Team Support

While 90% of business-to-business (B2B) leaders recognize the importance of customer support, fewer than 25% of companies excel at helping their customers. It’s a concerning statistic as B2B markets thrive off long-term relationships with their clients.

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5 Reasons Why Customer Support Systems are Essential to Great Businesses

Team Support

Customer support can be a challenge. Especially in the B2B (business-to-business) industry, the quick decisions your support team makes can have a profound impact on a customer relationship.

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

The Value of the Post-Sale Customer Experience in the B2B Industry

Team Support

You’ve given them countless product demos. Made executive trips to their headquarters. Answered their questions on Saturday mornings. Invited their European team out to dinner. Your team put in the work and finally won the deal. Congratulations! Now, is it really on to the next one?

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SaaS Customer Onboarding: Why It’s Valuable to Software Companies

Team Support

Landing new customers is a hell of a lot of work for B2B (business-to-business) software companies. Even the easy deals require extensive brand awareness efforts, targeted marketing, testimonials, sales conversations, proposals, and so much more.

Proving the Value and ROI of a Customer Service System

Team Support

Creating a solid business case for customer service initiatives has been difficult in the past. There’s still a mindset in the workplace that customer service is a “necessary cost” and that’s it. You need customers to have a business, and they require customer service to stick around.

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­­Understanding B2B Customer Support in the UK

Team Support

As technology continues to move forward, more companies are seeing an influx of international customers that didn’t exist a decade ago. For many companies based in the United States, a large percentage of their new international customers are from the United Kingdom (aka “the UK”).

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Why Efficient Customer Service is Valuable to B2B Companies

Team Support

Please hold. There are 12 callers ahead of you. Your business is important to us. This scenario is still far too common in customer support, even in the B2B (business-to-business) industry where the average customer value is higher and business relationships matter more.

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How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

Are You Taking a Data-driven Approach to Managing Customer Support?

Team Support

There’s no way around it – in the modern business world, companies need data from all areas of their business to keep up. One industry that hasn’t typically been at the forefront of the data revolution is customer support.

The Future of Emotion Detection in Customer Support

Team Support

Can you truly tell how a customer feels about your business? There are many different tactics that attempt to acquire this information, such as customer reviews and NPS (net promoter score), which may or may not provide an accurate assessment of overall satisfaction.

­What You Need to Know About B2B Customer Success to Beat Your Competition

Team Support

Great companies have always cared about their customers. When a customer pays for a service or offering, it’s up to the company to make sure what they paid for meets their needs. In the past, this may have meant a follow-up call or two, and then the company moved on.

Ticket Management for Dummies: Keeping Tickets Organized Truly Matters

Team Support

You get a support call escalated to you one minute, your boss tells you to call a different customer the next, and a few minutes later three new tickets hit your inbox, all with totally different issues.

B2C 52

How to Cut the High Cost of Contact Center Agent Attrition

Agent attrition has always been a burden on a company’s bottom line. When turnover runs rampant in the contact center, institutional knowledge is lost, productivity drops, the quality of service decreases, and employee engagement and morale go down. This white paper takes an in-depth look at the problem and explains how outsourcing can be used to fix it.

Understanding the Customer Service Expectations of B2B Customers

Team Support

The difference between a B2B (business-to-business) and B2C (business-to-consumer) customer is night and day. To most B2C companies, customers are a dime a dozen. A B2C company isn’t focused on their current customers nearly as much as acquiring new ones.

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The Top 5 Most Important Metrics to Customer Success Teams

Team Support

With more companies creating and expanding their customer success teams than ever before, it’s critical that leadership focuses on the right metrics to accurately gauge their work.

3 Ways Knowledge Management Solutions Create Happy Employees and Customers

Team Support

In the business world, knowledge is power. A team of bad ass, knowledgeable employees will impress even the most difficult customers. However, finding the right people to build a team like this isn’t easy and can take a lot of time. In many companies, knowledge is acquired through direct experience.

When Should You Close a Ticket? Evaluating Different Strategies to Increase Satisfaction

Team Support

For support agents, ending the conversation with a customer can be a mixed bag. With some customers, the conversation just flows naturally, and a clear end happens organically. Other times, acquiring and sharing information can be a painful process.

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Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

The Blueprint to Scale Your Customer Support Operations

Team Support

Seeing a business grow in front of your eyes is exciting. You’ve got a product or service people love, and you’re getting new customers all the time. However, with this excitement often comes growing pains.

What are the Different Support Channels B2B Companies Should Offer?

Team Support

B2B (business-to-business) customers are becoming more demanding. After experiencing some of the more modern support methods in their everyday B2C (business-to-consumer) lives, they are increasingly expecting B2B companies to keep up.

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The Importance of Combining Your Learning Management System and Customer Support Software

Team Support

Many businesses are looking for new ways to improve and strengthen their own customer relationships. They’ve hired a great team of account managers, have incredibly knowledgeable support agents, and have provided them with the technology needed to succeed.

3 Reasons Why Gamification Doesn’t Work in B2B Customer Support

Team Support

“Whoever closes the most tickets by 5PM gets a $50 gift card!”. “5 5 extra gold stars if you’re able to close 20 tickets today!”. Every ticket you close is another entry into our iPad drawing on Friday!”.

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Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

Is Ditching Phone Customer Support a Smart Decision?

Team Support

There’s an old saying – “the squeaky wheel gets the grease” – that sometimes rings all too true for customer support teams. When prioritizing support inquiries, there’s a hierarchy of channels. Email sits at the bottom, with response times ranging into hours or even days.

How to Optimize Your Main Company Website for Customer Success

Team Support

A company website is important to any business. It’s your face and first impression to all different types of people – prospects, investors, researchers, and more – and putting the right content in front of the right role makes a difference.

How to Disrupt Your Competition

ShepHyken

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7 Effective Ways to Collect Customer Feedback through Social Media

GetFeedback

These days, businesses are investing more in perfecting the customer experience. . We are in a customer-centric economy, where customer opinion is held at the highest standard of value. That’s why collecting customer feedback is more important than ever. .

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

How to Improve Your Customer Satisfaction Score (CSAT) Score

GetFeedback

Y ou know your customers are satisfied because the Customer Satisfaction Score (CSAT) that you see on your daily dashboard tells you as much. The score is solid. But you aren’t satisfied; you believe it could be so much better. And rightly so — it usually can be.

How to Take Action on CSAT Feedback

GetFeedback

Author and businessman Harvey Mackay once said: “You learn when you listen. You earn when you listen–not just money, but respect.”. Those words could not be truer when it comes to customer experience (CX) and to your business. .

NPS, CES, CSAT: Which One is the Best Metric?

GetFeedback

NPS, CES, and CSAT are customer loyalty metrics. They’re used to measure the level of loyalty that a customer has toward your brand. Customers are considered loyal when they consistently purchase from your brand over an extended period of time. . How do you get loyal customers?

Improve Customer Experience with the Help of These 4 Teams

Kayako

When we talk about customer experience, many of us think about support. We think about the touchpoints between customer and business when the customer needs help buying or using a product. These interactions make up part of the customer experience, but not all of it.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

How to Prove the ROI of Customer Satisfaction (CSAT)

GetFeedback

What if the return on your investment is even beyond what you were hoping? Focusing on your customers will result in increased loyalty, more positive word-of-mouth referrals, and higher spend from your best customers.

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Call Centers are the Front Line of Customer Service

NICE inContact

Some call centers struggle to have a stellar reputation, but it doesn’t have to be that way.

Employee Engagement: Understanding the Impact of Generational Differences within the Workforce

MaritzCX

No Longer Your Dad’s Work Environment Today’s workforce is more diverse than ever. Multiple generations often work together side-by-side.

How to Prove the ROI of Your Voice of the Customer (VoC) Program

GetFeedback

They say that there’s very little these days that everyone agrees upon, but I—of course—do not agree with that sentiment either. When it comes to customer experience (CX) , I can think of many, many things we all know to be true. . We can all agree customers expect more of us than ever.

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Personalized Customer Experience with All-In-One Voice, Video, Chat, Contact Center

Reliable communications are mission critical in today’s business environment. Customers are increasingly selective, and companies compete on the customer experience. Incorporating integrated communications as a key component is driving high returns.