Alliance by IFS

FEBRUARY 5, 2019

To determine what solution would be the best fit, Instron established a boardroom pilot including field service technicians, field managers, call coordinators and sales service managers to figure out what exactly they wanted it to perform. improved customer retention. Astea’s Alliance Enterprise was a clear winner. Watch Video.

Video 86

Video Customer Success Customer Satisfaction Sales 86

InMoment XI

APRIL 18, 2023

For example, when it comes to insurance, fees might be the most important thing to a customer, but that’s not necessarily something you can change from a CX perspective. Instead, maybe look at the call center and see if you can identify another customer issue that could deliver a similar impact.

ROI 260

ROI Tips Healthcare Insurance 260

Amity

MARCH 22, 2016

SaaS Tattler Issue 79 - Giving Customer Success a Voice at the Executive Table. In an era where the customer experience matters more than ever before, having a voice at the executive table changes everything. Cue the Chief Customer Officer (CCO), breaking down Silos, strapped with customer intuition.

Chief Customer Officer 48

Chief Customer Officer Customer Success Call Center Customer Centricity 48

Middlesex Consulting

SEPTEMBER 2, 2021

They get operational data from their products in the field, the people in the call centers, service managers, logistics people, and their peers in Finance, Marketing, Sales, Customer Success, and anyone else […]. This is because service businesses are buried in data.

Data 78

Data Call Center Consulting Sales 78

Win the Customer

MARCH 30, 2015

Successful businesses have learned to master making customers successful. Throughout my career, I’ve watched customers set goals, and then watched as they either reached or fell short of them. When you work as closely with your customers as I have, you can’t help but feel these successes and failures as much as they do.

Customer Success 52

Customer Success CRM Tools Call Center 52

Retently

JULY 28, 2023

It involves ensuring a seamless experience at every touchpoint, aligning various departments to deliver exceptional customer service, and implementing customer-focused strategies to improve satisfaction. Their role is to champion the customer’s perspective and advocate for their needs within the company.

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

Team Support

JANUARY 9, 2024

Here’s a look back at how customer support technologies evolved over the last century, and a peak at where they’re going next. 1960s-1970s: Emergence of Call Centers The concept of providing on-demand customer support began with call centers in the 1960s.

Technology 59

Technology Chatbots Call Center Social Media 59

Calabrio

FEBRUARY 26, 2021

The Workforce Optimization Innovation Awards recognizes vendors that are using data-driven analysis to advance the call center, CRM and teleservice industries one solution at a time. The awards are presented by CUSTOMER Magazine and Calabrio came first for Calabrio Analytics and our new Calabrio ONE WFO suite.

Analytics 130

Analytics Innovation Contact Center Analysis 130

ClientSuccess

AUGUST 3, 2022

Customers have a myriad of questions of their own, ranging from straightforward one-off platform inquiries to larger, more complex discussion topics. If a customer reaches out with a critical question, how fast is your team resolving the issue? eBook: Implementing Customer Success. What is a First Contact Resolution Rate?

eBook 79

eBook Metrics Call Center NPS 79

NobelBiz

JUNE 9, 2022

We are delighted to be joined today by Customer Experience Expert Colin Taylor who has 40+ years of experience helping companies deliver excellent CX, innovation and customer success to the call center/contact center landscape.

Contact Center 52

Contact Center Call Center Innovation Customer Success 52

Talkdesk

NOVEMBER 30, 2017

Anyone who is taking a job as a contact center agent needs to be organized, friendly and calm under pressure, but the right candidates for a customer success team need a little bit more. Why is customer success important? Customer success is the crossroad of the product, the company and its customers.

Customer Success 40

Customer Success Exercises Contact Center Customers 40

Talkdesk

AUGUST 25, 2015

She expects more from the companies she works with and won’t accept anything less than excellent customer service. Modern companies must adapt to this shift in customer attitudes by developing and iterating upon their customer success strategies. How mature is your customer success strategy?

Customer Success 40

Customer Success Strategy Chief Customer Officer Call Center 40

Customer Bliss

AUGUST 16, 2018

On today’s episode, we’re talking to Lee Roquet , the Chief Customer Officer at Yellowfin , a B2B SaaS company that provides a business intelligence analytics platform. Before Yellowfin, Lee began his career at a software company call center, working his way up to team lead, manager, then a VP to handle client success.

Strategy 111

Strategy Customer Experience Chief Customer Officer Call Center 111

Education Services Group

JULY 7, 2021

Four-Year Extension and 10x Scope Expansion Increases Adoption of Customer Success as a Service ® Customer Education Offering with Existing Technology Client. ESG delivers Customer Success as a Service® (CSaaS), enabling technology companies to build, operationalize, and transform their Customer Success organization.

Contact Center Software 52

Contact Center Software Contact Center Software Omni-Channel 52

UJET

JULY 16, 2019

UJET’s Connor Sutton, Team Lead of Customer Success, participated in Destination CRM’s Digital Transformation: From Call Centers to Customer Engagement Centers webinar. His section discussed the need to intelligent automation and how customer support must look at mobile as a primary channel.

Call Center 56

Call Center Customer Engagement Customer Success Customers 56

Cyara

MARCH 28, 2022

As call centers try to keep pace in the age of digital transformation, the demand for robust, fast and flexible CX testing and monitoring is growing just as rapidly. Look "Beyond the Sale" to Realize the True Value of Automated Testing. How’s your testing going?

Technology 67

Technology Meeting Customer Service Contact Center 67

Call Experts

JANUARY 28, 2021

” This is a great question, but we will counter your question with another question, “what is customer success?” ” Supporting your customer’s needs is just one piece of the puzzle, and attention to overall customer success gives the focus for business owners to hone in on delivering value.

Contact Center 52

Contact Center Call Center Customer Satisfaction ROI 52

SmartKarrot

JULY 19, 2021

Role: Director of Customer Success Location: New York, NY, US Organization: Talent Partners Consulting, LLC As a Director of Customer Success, you will oversee all aspects of Call Center BPO activities as they relate to supporting our customers. Apply here: [link].

Customer Success 10

Customer Success Consulting NPS Case Study 10

Totango

MARCH 6, 2020

Support tickets and call center information. You should also value information from different types of customers. Use the data you have to time feedback campaigns around customer milestones and achievements, or recent changes in behavior. VoC Within Your Customer Success Software. Product metrics.

Voice of Customer 93

Voice of Customer Feedback Customer Success Metrics 93

Cyara

NOVEMBER 25, 2020

It used to be reassuringly normal for those of us in the customer experience space to reflect on the Black Friday retail season by trading “worst practices” and horror stories.

Retail 90

Retail Travel Call Center System 90

UJET

JULY 15, 2019

UJET’s Connor Sutton, Team Lead of Customer Success, participated in Destination CRM’s Digital Transformation: From Call Centers to Customer Engagement Centers webinar. His section discussed the need to intelligent automation and how customer support must look at mobile as a primary channel.

Call Center 56

Call Center Retail Video Sales 56

Call Experts

MAY 8, 2019

Customer success analytics tools are essential for growing businesses. As technology advances and improves, experienced business experts are discovering that AI is the best tool for transforming the Digital Customer Experience. 45% enhancements in customer ratings. 95% growth in the numbers of new customers.

Customer Experience 65

Customer Experience Call Center Contact Center Conference 65

RapportBoost

NOVEMBER 15, 2018

For starters, the emphasis for call centers and customer service teams to employ “omnichannel” solutions took center stage. These initiatives will soon find their way into the priorities of most call center and customer experience strategies. The question more specifically is how best to train agents.

Training 71

Training Call Center Telecommunications Exercises 71

NobelBiz

FEBRUARY 21, 2023

An excellent customer service strategy separates your call center from the competition by providing a difficult-to-replicate intangible competitive edge. A confident consumer who trusts in their product or service selection will be more likely to promote it to others if they receive excellent customer service from your business.

Customer Service Strategies 52

Customer Service Strategies Tips Strategy Customer Service 52

SmartKarrot

DECEMBER 14, 2020

Contribute to strategies that improve customer experience, account management, and drive call centers toward world-class performance. Build quotes and proposals to active customers. Participate in legal and contract discussions with active customers. Apply here: [link].

Customer Success 10

Customer Success Customer Retention Leadership Contact Center 10

Comm100

JUNE 13, 2018

Welcome to the first of a new series of monthly posts where I will be looking at the best of Customer Service, Customer Experience and Customer Success articles that can be found online. made an excellent point about churn and the importance of customer service.

Customer Service 102

Customer Service Airlines Call Center Metrics 102

Gainsight

JANUARY 18, 2024

These are vulnerable times in the relationship with your customer, and this is the time to really zero in on the customer experience.” Customer Success (CS) definitely owns one part of the journey, but not until after a contract is signed. How’s Learning Impacting the Customer Experience Tech Stack?

Touchpoint 52

Touchpoint Advertising Study Customer Journeys 52

AskNicely

NOVEMBER 20, 2018

With humble beginnings in the fitness industry, they have grown dramatically to offer billing, customer call center management, and collections in all kinds of industries. That’s 22 million opportunities to get the customer experience right — or wrong.

Case Study 150

Case Study Study Net Promoter Score NPS 150

Customer Bliss

JUNE 2, 2015

Are you deliberate about knowing which customers need follow through and when? Are you reaching out to customers, not just from call centers, but from throughout the organization? ( Are you doing a lot of “one offs” fixing issues one customer at a time? Do you have a system in place to do this follow through?

Customer Experience 100

Customer Experience Call Center Customers Metrics 100

Customer Bliss

JUNE 2, 2015

Are you deliberate about knowing which customers need follow through and when? Are you reaching out to customers, not just from call centers, but from throughout the organization? ( Are you doing a lot of “one offs” fixing issues one customer at a time? Do you have a system in place to do this follow through?

Customer Experience 100

Customer Experience Call Center Customers Metrics 100

SmartKarrot

MAY 14, 2020

Hence, businesses are getting keen on building effective customer success strategies and the customer success managers (CSMs) are on the spree of honing their skills with the experiences and learnings of their work life. Before 2000: Call-center, Emails and World Wide Web .

Customer Success 10

Customer Success Call Center Customer Retention Software 10

Call Center Pros

AUGUST 27, 2018

We’ve created a list of the 10 books we think are most worth your valuable time and that we know are going to turn yourself — and your team — into a high-performing customer happiness engine. Take a look at this book list to learn from the experts about customer service and customer success.

Customer Service 40

Customer Service Call Center Loyalty Customer Service Strategies 40

ShepHyken

MAY 22, 2023

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: How is AI transforming contact centers? How does ChatGPT affect call centers? Will artificial intelligence eliminate the need for customer contact agents? What are the advantages of self-service systems?

Self Service 62

Self Service Net Promoter Score Customer Service Contact Center 62

Magellan Solutions

MAY 30, 2021

Call center companies have dedicated trainers for their sales outsourcing service. You can let them call those appointments BDR set up for your business. Customer Success Manager. Although you can hire your own Customer Success Manager, it will be better to outsource it as well.

Sales 52

Sales Call Center B2B Study 52

CSM Magazine

JANUARY 28, 2020

How to Look for a Job as a Customer Support Manager? For example, my goal: until August 31, 2020 to receive a final offer from the employer about my employment as a call center operator. The company must be stable and well-known (a call center that has not been recently created but has been functioning for several years).

Customer Service 52

Customer Service How To Call Center Advertising 52

Lumoa

FEBRUARY 16, 2023

Though some team members may not have direct interaction with customers, their roles still contribute to the ultimate goal of customer satisfaction. So that customer feedback is maximized, it should be made available to every employee in the company. All departments must work as one for a company to thrive.

Voice of Customer 236

Voice of Customer How To Feedback Return on Investment 236

ShepHyken

AUGUST 16, 2021

(Small Business Trends) Customer service in the U.S. But don’t make the mistake of thinking that customer service is solely the domain of people in call centers answering complaints and questions. My Comment: Great customer service isn’t rocket science. For example, how hard is it to answer the phone (quickly)?

Customer Service 90

Customer Service Social Media Tips Multi-Channel 90