25 Call Center Best Practices for Amazing Customer Service
Selmo
NOVEMBER 21, 2022
What are some call center best practices for retaining top talent and improving the customer experience? Take a look at what the experts say.
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23 Inspiring Women to Watch in 2023
TechSee
MARCH 7, 2023
As part of our Women’s History Month and International Women’s Day initiatives, we asked our own TechSee Super Women to highlight some of the amazing leaders in the technology, service, and support industries who inspire them, have helped grow their careers, or simply deserve to be celebrated for being awesome.
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Making Your Contact Center Adaptive: Advanced Management Techniques for Quickly- Changing Customer Expectations
Storyminers
JULY 7, 2020
How do you expect customer expectations to change in 2017? Customers will expect most of their vendors to serve them as well as their favorite vendors do. Prefer the customized recommendations you get from Nordstrom? The more adaptive companies will excel at keeping pace with their customers’ changing needs.
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Customer Service Training: Empowering A Service Mindset
Integrity Solutions
SEPTEMBER 28, 2023
It’s never been more important to understand your customers and what they value. It’s easy to say that we put the customer first, but what does that actually look like in practice? In the past, customer service centers were viewed as cost centers or expenses.
How to Train and Support Remote Customer Service Employees
Myra Golden
APRIL 28, 2021
This morning I hosted a webinar for leaders of customer service departments and operations. I walked everyone through how to prepare customer service specialists to apply psychological tactics to bring down the temperature in interactions and de-escalate. Support can also come in the form of a practical knowledge base.
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Top 50 Customer Service Leaders – Best Customer Experience Influencers
Storyminers
JULY 6, 2020
We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success.
Top 50 Customer Service Leaders – Best Customer Experience Influencers
Storyminers
JULY 6, 2020
We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success.
100 Customer Experience Stats For 2023
Blake Morgan
JULY 1, 2023
Customer experience in 2023 looks different than it ever has before. With a looming recession, changing customer preferences and priorities, and new technology, CX teams have incredible opportunities to innovate and connect in new ways. But they have to understand their customers and the industry first.
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Upgrade Your Contact Center Using AI with Darryl Addington
Kustomer
JULY 8, 2021
Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe and Vikas are joined by Darryl Addington from Five9 to learn about integrating cloud support and AI into the CX space. What would the world be like if AI were to be completely integrated into business practices?
Top 150 Global Customer Experience Thought Leaders and Influencers of 2020
SurveySensum
JULY 14, 2020
The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. Here is a list of 150 Global Customer Experience Thought Leaders and Influencers who have taken Customer Experience to the whole new level.
What Do Companies with High Net Promoter Score Have in Common?
Retently
MARCH 18, 2019
Does your company retain its customers or take them for granted? Customer retention is one of the most important aspects of growing your company, yet it’s one that many companies overlook, focusing more on acquiring new customers. After all, brands with high customer retention are usually companies with high NPS score.
How Missed Calls Affect Businesses.
Call Experts
FEBRUARY 25, 2021
Missed calls are complicated for everybody involved. Because of this, availability is an essential concept your customer journey must address. Contact center services ensure that you never miss out on opportunities to acquire brand-new clients while providing fantastic customer service.
The 9 Best Email Support Ticketing Systems 2020 – Reviews & Comparison
Comm100
NOVEMBER 23, 2020
Customer service isn’t just about your team having the right attitude and training. For your customer support to be great (or even just functional) in 2020, you need the systems to back it up. Your customer help desk software keeps incoming queries from falling through the cracks by turning them into easily manageable tickets.
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Break Through the CX Noise With Ruth Zive
Kustomer
OCTOBER 7, 2021
Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe and Vikas are joined by SVP of Marketing at Ada, Ruth Zive. Ruth teaches us about how automation and AI are greatly effective tools for business and how they drive customer satisfaction. Robots, Friends, or Foes to CX?
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ICMI Contact Center Expo: The Top 10 Sessions You Won’t Want to Miss
Stella Connect
MAY 4, 2017
This year’s ICMI Contact Center Expo & Conference in Orlando (May 22-25) promises to be quite an event. These are the topics we feel are particularly important for contact center leaders to focus on in their efforts to build world-class service organizations and stronger brands. Amaze Every Customer Every Time.
Don’t Forget the Employee Experience with Stacy Sherman and Vikas Bhambri
Kustomer
APRIL 8, 2021
Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Stacy Sherman from Schindler Elevator Corporation and Vikas Bhambri from Kustomer to discuss why the employee experience matters just as much, if not more than the customer experience.
Avoid This Customer Service Mistake with Matt Dixon
Kustomer
NOVEMBER 25, 2021
Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Matt Dixon from Tethr to reinvent what it means to delight your customers. Delight typically means going above and beyond customer expectations, so what is there to reinvent? Stay tuned to find out more.
The Reasons Behind Apple’s Customer Loyalty and High NPS
Retently
SEPTEMBER 17, 2018
Apple’s customer satisfaction and loyalty have been growing steadily over the years, reflecting the way consumers view the brand. Because NPS is related to a company’s growth and customer retention levels. And if they do the latter, it’s safe to assume those people are loyal customers. In 2007, its NPS was a respectable 58.
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The Importance of Investing in Customer Success
CSM Practice
SEPTEMBER 25, 2020
Video Title: Importance of Customer Success Strategy investments. Host: Irit Eizips , Chief Customer Officer & CEO | CSM Practice. 06:27 – Nick’s overview of cross-selling and upsell trends for existing customers. 13:20 – Nick shares his blog post about the four-step playbook for reopening with your customers.
Loyalty trends 2023: a year of cost-driven innovation
Currency Alliance
DECEMBER 20, 2022
This is caused by many factors beyond the scope of this article, but the result is that customers are more conscious about value, and companies are focusing more on cost control. Until a few years ago, brands would have reacted to an uncertain economy by cutting services that deliver customer value. More on this below.
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2015 Temkin Group CX Vendor Excellence Award Winners
Experience Matters
APRIL 7, 2015
In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. 1) Company Overview: Clarabridge’s customer experience management platform helps hundreds of the world’s leading brands understand and improve the customer journey.
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Change the Game in 5 Minutes: How Jamf Scaled to 20M users in 2020 While Maintaining Retention and Health Scores!
Gainsight
MARCH 1, 2021
Today, we are sharing lessons from Sam Johnson, Chief Customer Officer of Jamf , and Ben Michael, their Director of Customer Success. According to Forbes, it is considered one of the top 25 Apple-related brands. Sam: We first thought about the ideal customer experience. Nick: Amazing. Nick : That’s interesting.
How You Can Add Value to Your CX with Laurent Pierre, Jr.
Kustomer
JUNE 17, 2021
Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe and Vikas are joined by Laurent Pierre from Microsoft Azure to learn the secrets to making a CX team valuable. Guiding Customers to Solutions Using Empathy. Employee Experience: The Missing Ingredient.
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How to Focus on the Right Customers for a Strategic Advantage with Peter Fader
Kustomer
APRIL 7, 2020
Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Gabe Larsen is joined by Peter Fader to discuss the different types of customers and how to have customer centricity. He also consults and works in many different markets, from telecommunications to financial services.
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The Future of CX is AI with Dan Watkins and Rose Wang
Kustomer
OCTOBER 4, 2021
Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe and Vikas are joined by Rose Wang and Dan Watkins from Forethought to learn the secrets to successfully incorporating AI in CX. Customers don’t have time for that anymore and frankly, neither do your agents.
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Recap: Take the Trust Fall with First-Party Data
2020 Research
NOVEMBER 22, 2022
Marketers must find creative ways to understand their customers in order to remain competitive. Considering a custom market research approach. In this new era, brands will have to get creative and go back to their roots when it comes to gathering intel on their existing and prospective customers. Key Takeaways: .
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How to Successfully Manage CX During a Global Pandemic
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. Guiding Customers Through Proper Channels.
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Understanding and Embracing Neurodiversity in the Workplace with Doug Rabold
Russel Lolacher
AUGUST 29, 2022
He’s a senior manager of customer support. Amwell, he is the chairman of the board of HDI which named him a top 25 thought leader in IT service and support and customer experience. Why organizations should embrace neurodivergent leaders. Why embracing neurodivergency is hard for some organizations. Hello, Doug.
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Making Customer Service Faster and Smarter With AI with Omar Pera
Kustomer
JUNE 11, 2020
Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Omar Pera, CEO at Reply AI, joins Gabe Larsen to discuss how to use artificial intelligence to make customer service faster and smarter. Instantaneous is the Expectation of the Customer. Omar’s background is in solar engineering.
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Learning to Adapt in an Ever Changing Market With Nate Brown
Kustomer
SEPTEMBER 3, 2020
Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Gabe is joined by Nate Brown to discuss the effects of COVID-19 on businesses and how companies need to adapt to them. Customer service is still a relatively new department and career path. The Need for a CX Change Coalition.
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Encouraging Loyalty in Challenging Times with John DiJulius
Kustomer
APRIL 9, 2020
Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Gabe Larsen is joined by John DiJulius of The DiJulius Group to discuss customer loyalty, growth preparation, and employee management. However, most of his time and attention goes to The DiJulius Group, a customer experience consulting firm.
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How the Global Pandemic is Affecting Customer Service Organizations With Andrea Paul and Vikas Bhambri
Kustomer
AUGUST 13, 2020
Andrea and her team went out and surveyed CX professionals across a variety of industries to understand how COVID-19 is affecting customer service organizations and how they are adapting to these challenging times. One of the first data points discussed is the 17% increase of customer service inquiries for all channels.
Bring in the Experts: Why Outsource Your Customer Service Team With Amir Reiter & Tom Jenkins
Kustomer
AUGUST 6, 2020
Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Gabe is joined by CloudTask CEO, Amir Reiter, and VP of Marketing, Tom Jenkins, to discuss outsourcing and how to adapt in today’s dynamic markets. Understanding your team and culture will help increase the desire to understand the customer.
Podcast: Stop Trying to Delight Your Customers with Matt Dixon
Kustomer
MARCH 12, 2020
In this episode of Customer Service Secrets , Gabe Larsen is joined by Matt Dixon to discuss creating an effortless experience for customers. Matt worked for a profit think tank and currently works at a company called Tethr, an AI platform that helps customers understand and interpret data.
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Headless Loyalty Explained, for Non-Technical Business Leaders
Currency Alliance
MAY 19, 2021
Modifying legacy loyalty technology, to enable consistent and relevant engagement across the expanding number of customer-facing platforms, is becoming cost-prohibitive. Enhancing the value customers obtain, without increasing your costs. Managers have little time to become technology experts. This article has three sections.
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It’s (almost) never 1%: how to price loyalty rewards
Currency Alliance
OCTOBER 29, 2019
If 74% of consumers choose a store based on their loyalty program, then why do few loyalty programs have more than 25% of their customers participating? Customers are interested in earning a meaningful amount of value, but the value they receive does not meet minimum expectations – so people quit. The answer is simple.
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How Operations Play a Role in Transforming CX with John Timmerman
Kustomer
FEBRUARY 18, 2021
Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by John Timmerman to talk about operationalizing the customer experience. John currently serves as Vice President of Operations at Mercy , providing exceptional customer and patient service.
Your Review Management Pitch Deck: Stats, Themes, and Selling Points
Grade.us
OCTOBER 18, 2018
They're not excited about the ins and outs of your service offerings. Your pitch needs to be amazing. Not good or even great but consistently amazing. How do you create an amazing pitch each and every time? Creating amazing pitch is simple, if you have the right ingredients. An amazing pitch is offensive.
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Top 30 Customer Service Experts to Follow in 2022
SmartKarrot
FEBRUARY 15, 2022
A look back at the past few years reveals the many significant changes in the world of customer service. The credit for these changes goes to the customer service experts who helped redefine the industry. This will help you stay up to date with the trends and best practices of customer service.
How To Get More TripAdvisor Reviews
Grade.us
NOVEMBER 19, 2019
Even more significant than these numbers is the fact that customers spend a tremendous amount of time on the site. 25% of all shopping time is spent on TripAdvisor. 76% of their visitors are 25 to 64 years of age. Imagine you’re a customer. Determining your TripAdvisor business goals. Goal tracking via TripAdvisor.
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Top 50 Women Leaders in Customer Success 2022
SmartKarrot
MARCH 8, 2022
In celebration of International Women’s Day, we are honored to present our Top 50 Women Leaders in Customer Success to Follow list for 2022, celebrating 50 influential women leaders and their inspiring stories of strength and success. Her diverse yet unique skills include customer life cycle optimization from pre-sales. Anika Zubair.
Optimize Your Google My Business Listing and Get Google Reviews
Grade.us
DECEMBER 10, 2019
When it comes to local, Google My Business needs no introduction. Google My Business is the primary digital marketing channel for local businesses (and trust us, Google reviews matter to local businesses). There’s no dispute. In fact, Mike Blumenthal of GatherUp was prescient when he said that “Google is the new homepage.”
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Use Zillow Reviews To Build a Profitable Real Estate Business in 60 Days
Grade.us
MARCH 3, 2020
This data means Zillow knows your customers better than you do. Reading Time: 19 minutes. When people are looking for a realtor to help them buy a house, chances are they’re visiting Zillow and reading your Zillow reviews. When it comes to the world of real estate, they’re a powerhouse. The bad news? The good news? Buyers spend 4.2
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Pulse CxO Summit: From The Cape To Everywhere
Gainsight
AUGUST 10, 2020
Imagine how excited I was last year when Gainsight and over 60 of the top Customer Success executives in the world decided to pay us a visit for the 2019 Pulse CxO Summit. If you think it sounds like an amazing experience—well, it is. Role Clarity: We find ourselves in a unique space where customer strategy has never been so important.
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