InMoment XI

FEBRUARY 29, 2024

So it doesn’t matter if you are a local business, or have hundreds of locations across the country, capitalizing on local SEO is key to standing out from your competitors and driving business success. Did you know that 46% of all internet searches have local intent? What is Local SEO? Why is Local SEO Important?

Tips 260

Tips Strategy Case Study Social Media 260

Comm100

APRIL 22, 2024

The productivity of your customer service agents directly impacts your company’s success. Given the importance of customer service productivity, this blog explores actionable strategies to improve agent productivity, enabling your team to work smarter, faster, and more effectively.

How To 134

How To Chatbots Omni-Channel Social Media 134

InMoment XI

SEPTEMBER 27, 2023

This understanding can make or break a company’s reputation and long-term success. In this blog, we will delve specifically into the UK insurance industry. When we delve into the study’s top performers, NFU Mutual emerges as the leader, followed closely by LV=, Saga, and Bupa. What’s the Score for Insurance Brands?

Insurance 260

Insurance NPS Net Promoter Score Loyalty 260

ChurnZero

DECEMBER 9, 2020

Over the last few years, we’ve seen a lot of growth in the Customer Success space, which means there’s now even more content out there on the web for you to research, consume and rely on. You can see this is the case by taking a look at the Google search trends for “Customer Success” and “Customer Experience” over time. Tri Tuns Blog.

Customer Success 98

Customer Success Consulting Metrics Customer Centricity 98

CustomerSuccessBox

SEPTEMBER 20, 2021

Over the last few years, we’ve seen a lot of growth in the Customer Success space, which means there’s now even more content out there on the web for you to research, consume and rely on. Let’s look at the top customer success blogs. As well as their actionable customer success platform they provide a widely respected blog.

Customer Success 64

Customer Success Customer Centricity Consulting B2B 64

ShepHyken

FEBRUARY 9, 2018

The people over at Deputy compiled a list of customer service training tips and ideas that will help your company build brand advocacy: Communication is key. Some key communication skills include: Listening – The better you listen, the better you are at communication. What is brand advocacy?

Customer Service Training 152

Customer Service Training Training Brands Customer Service 152

Totango

JANUARY 3, 2024

As we kick off 2024, it’s time to reflect on the past year and look forward to what the future holds for customer success. We’re proud to have dedicated 13 years to cultivating best practices and expertise in the customer success software category.

Software 112

Software Customer Success Innovation Report 112

Comm100

MARCH 21, 2023

Organizations need to take every advantage they can get, and providing excellent customer service has become one of these key differentiators. This reveals how live chat platforms like Comm100 work, their key benefits, and the most popular use cases. With more options than ever before for customers, switching brands is easy.

Self Service 174

Self Service Customer Service Strategy Omni-Channel 174

ShepHyken

JUNE 14, 2019

Successful companies make it a strategic priority to retain customers because they know retention has a significant impact on their bottom line. By performing an honest assessment, you will identify factors needed to ultimately drive customer retention. The Cost of Churn. Loss of revenue. Lost Opportunity. Unfortunately, almost 2.5x

Customer Retention 134

Customer Retention Contact Center Customers Omni-Channel 134

Steve DiGioia

MARCH 20, 2023

Read 3 Reasons Why Successful Teams Earn Your Trust. Each sales manager would touch on the key points of their customer’s requests, and I would explain the operational procedures on how we plan on servicing the event. “So, you’re telling me that THIS customer is more important than all the rest?” You gotta write VIP on the BEO.

Groups 182

Groups Hotels Course Meeting 182

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. This article delves into the essential aspects of call center optimization, including the tools and best practices that can drive performance improvements.

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. At the Eptica blog we’ve looked at all of our posts from 2018 and come up with a top 10 of the most popular and topical, based on the number of views, comments and general feedback.

Average Handle Time 89

Average Handle Time Self Service Chatbots ROI 89

Totango

DECEMBER 20, 2023

We are delighted to share that Totango was recognized in the G2 Winter 2024 reports for its exemplary performance in the customer success software category. These awards reflect superior engagement and commitment from our users, who continue to highlight and share the key aspects of Totango and our software they find most beneficial.

Report 109

Report Effort Score Customer Centricity User Experience 109

ShepHyken

SEPTEMBER 28, 2018

Fortunately, the advancements in technology throughout the business world have made their way to human resources as well, giving HR departments, management and staff sound ways to boost employee engagement, and ultimately, improve company-wide outcomes for the long run. Performance Management Software Solutions.

Employee Engagement 106

Employee Engagement Engagement Software Technology 106

Steve DiGioia

MAY 1, 2023

This includes hiring and training staff to deliver the desired level of service, developing and implementing customer service protocols and procedures, and investing in customer relationship management systems to track and manage customer interactions. ” But is that really true?

Loyalty Programs 162

Loyalty Programs Social Media Loyalty Innovation 162

ShepHyken

FEBRUARY 8, 2019

This week we feature an article by Christa Heibel who writes about how important employee feedback is to a successful customer service experience and high CSAT ratings. – Shep Hyken. In my past experience as both a consultant and owner/operator of a BPO, I understand that CSAT surveys tend to get all the attention. They Know Your Customers.

Omni-Channel 94

Omni-Channel Feedback Customer Experience Data 94

ShepHyken

FEBRUARY 1, 2019

As a business owner, operations manager or stakeholder, it is common to invest time, effort and money into building a customer-centric human workforce to help execute a business strategy. As a reference, Shep defines the Six D’s of Creating a Customer-Centric Culture in his Customer Service Blog: Define it. Guess what? Demonstrate it.

Customer Centricity 88

Customer Centricity CRM Software Culture 88

ChurnZero

DECEMBER 29, 2020

Top 10 Blog Posts from 2020. Customer Success Operations 101: Drive Productivity with Purpose, People, and Process. As Customer Success teams continue to mature, and their need to automate grows, having their own operations roles will become increasingly essential and prevalent. Some of us slowed down. Some of us sped up.

Conference 98

Conference Chief Customer Officer Customer Success Software 98

NobelBiz

APRIL 2, 2024

In this comprehensive article, we’ll explore the world of Enterprise Contact Center Solutions, learning about key features, top providers, types, on boarding processes and more. They serve as centralized hubs for managing multichannel interactions, voice calls, emails, chats, social media, and more.

Contact Center 105

Contact Center Self Service Omni-Channel CRM 105

ShepHyken

DECEMBER 15, 2017

According to a Walker study, with customer experience set to take over brand and product by 2020 as the key differentiator, organizations must communicate their consumers wants and needs to employees. Presenting customer feedback to employees needs to be part of any effective management performance programme.

Employee Engagement 119

Employee Engagement Customer Centricity Feedback Analytics 119

TechSee

AUGUST 14, 2023

They are “the ones to watch” and we recommend you follow them on Linkedin, Twitter, or YouTube or try meeting them at key industry events. Skilled in leading high-performing teams and utilizing customer insights to drive improvements, Agnes works on unique ways to build customer loyalty through community programs and events.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Totango

JULY 28, 2021

Following best practices for hiring a customer success manager can make a critical difference in the quality of your customer relationships. Customer success managers serve as the face of your company in dealing with clients, playing a key role in ensuring satisfying experiences of your brand. Suggesting upsells.

Customer Success 118

Customer Success Management Guidelines Customers 118

ShepHyken

DECEMBER 13, 2019

When embarking on a customer experience (CX) change initiative, there are few decisions more critical to success than selecting the right vendor. Get it right, and you give the initiative the very best chances for success. The stance your business takes on CX will determine how you approach vendor selection. Map out your journey.

Competitive Advantage 101

Competitive Advantage Case Study Communication Insurance 101

Totango

SEPTEMBER 22, 2023

we’re accelerating the motion to customer success-led growth by introducing two new partnerships and nine technology integrations into the Totango software and ecosystem. Announced during our flagship event, Totango Live! And, that growth comes from consistently and quickly delivering customer value.

Multi-Channel 114

Multi-Channel Customer Success Omni-Channel Software 114

ShepHyken

DECEMBER 21, 2018

This week we feature an article by Prasad Reddy who shares 10 ways to improve CSAT scores by enhancing customer satisfaction. – Shep Hyken. Customer satisfaction is at the core of your business health and growth. In this age of social media, unhappy customers can cause extensive damage to your brand. Across the globe, businesses lose about $338.5

Customer Satisfaction 94

Customer Satisfaction CRM Culture Social Media 94

NobelBiz

JANUARY 30, 2024

So, as a call center owner, manager or supervisor how do you tackle this difficult challenge and avoid your numbers getting blocked? It’s clear by now that maintaining uninterrupted channels for outbound calling is vital for any business that is aiming to grow, especially call centers. Table of Contents What is Call Blocking?

Call Center 103

Call Center Telecommunications Contact Center Self Service 103

BirdEye

FEBRUARY 13, 2024

This blog looks at how strategic chiropractor marketing can effectively address the issues of limited awareness, attract more patients, and build loyalty through reputation management. Some of the key challenges include: 1. Table of contents Why do chiropractors need marketing? What are the challenges in chiropractor marketing?

Marketing 58

Marketing Social Media How To Healthcare 58

AWS Machine Learning

APRIL 12, 2023

Amazon Kendra can easily validate the identity of individual users as well as user groups who perform searches with the addition of secure search tokens. By adding user tokens for secure search, performing access-based filtered searches in Amazon Kendra is simplified and secured.

Case Study 88

Case Study Groups Study Policies 88

Lithium

MAY 7, 2024

Some blog areas are limited to Khoros customers only. Marketing Khoros Social Media Management Fresh Features - Episode 4 Check out the latest product release for Khoros’ Social Media Management. To help you start, our in-house experts curated a list of seven key trends that define social media engagement in 2024.

Self Service 52

Self Service Social Media Gamification Customer Care 52

BirdEye

OCTOBER 10, 2023

Your business’s online reputation could be the difference between online marketing success and defeat, as a single negative review could damage your reputation beyond repair. Want to know more about retail reputation management? Read our ultimate guide in this blog. What are the phases of reputation management?

Retail 110

Retail Strategy Management Social Media 110

NobelBiz

APRIL 30, 2024

An AI-based call center utilizes artificial intelligence technologies to manage and improve customer interactions. An AI-based call center utilizes artificial intelligence technologies to manage and improve customer interactions. AI-based call centers are revolutionizing how businesses interact with their customers.

Call Center 105

Call Center Contact Center Chatbots Virtual Agent 105

Totango

DECEMBER 1, 2021

When you bring agile innovation to customer success , you empower your CS strategy with the latest technology. In this blog, we’ll look deeper at what an agile customer success strategy means and why you can benefit from using one. Then we’ll lay out seven steps to bring agile innovation to customer success.

Innovation 97

Innovation Customer Success Customer Journeys How To 97

Totango

JULY 6, 2021

Measuring customer loyalty gauges the strength of your client relationships, helping you predict and manage performance. In this blog, we’ll cover what customer loyalty is, why measuring it is important and what KPIs you can use to track it. It helps you predict your future performance if current customer loyalty trends hold.

Loyalty 111

Loyalty Net Promoter Score Measurement NPS 111

NobelBiz

APRIL 30, 2024

An AI-based call center utilizes artificial intelligence technologies to manage and improve customer interactions. An AI-based call center utilizes artificial intelligence technologies to manage and improve customer interactions. AI-based call centers are revolutionizing how businesses interact with their customers.

Call Center 104

Call Center Contact Center Chatbots Virtual Agent 104

Eptica

OCTOBER 16, 2020

Date: Friday, October 16, 2020 Author: Pauline Ashenden - Demand Generation Manager Remote Working 2.0: Author: Pauline Ashenden - Demand Generation Manager Lockdowns caused by the pandemic led to contact centres switching to remote working for their agents, often overnight. 5 key trends that are impacting call recording in 2020.

Call Recording 113

Call Recording Trends Meeting Innovation 113

BirdEye

NOVEMBER 30, 2023

Social media reputation management continues to be the lifeblood of enhancing your overall online reputation. Today, when feeling relatable and personalizing each communication is a priority for brands to offer an exceptional customer experience , using social media reputation management to your advantage can be incredibly beneficial.

Social Media 115

Social Media Management Guidelines Brands 115

NobelBiz

MARCH 19, 2024

Call center dashboards provide the kinds of insights and metrics that contribute to having improved agent performance and more successful campaigns. Let’s delve deeper and explore the dashboard functionalities, key metrics, best practices, and their pivotal role in enhancing customer satisfaction.

Call Center 59

Call Center Contact Center Average Handle Time Multi-Channel 59