Topdown

MAY 28, 2019

We have been writing about the convergence of customer communications management (CCM) and digital customer experience (CX) management technologies for over four years. We researched with Forrester , produced an ebook , and authored a white paper , all digging deeper into the detailed why’s and how’s of the topic.

Communication 48

Communication eBook Customers Technology 48

Gainsight

APRIL 4, 2023

Salesforce’s Courtney Guerci, Sr Program Manager – Technical Support Strategy & Operations, recently joined Gainsight’s Tim Van Lew for a “Titans Of Scale” webinar. Create a Problem Statement That Defines What You’re Trying to Solve Effective change management should not include the phrase “Because I Said So”.

Management 52

Management Leadership Customer Centricity eBook 52

InMoment XI

JULY 18, 2022

In food services, operations managers are typically concerned with hiring and training employees, coordinating work and schedules, developing working relationships with front and back of house staff, and more. For more information on using feedback throughout your organization, read our ebook here!

Feedback 492

Feedback Culture eBook Training 492

Playvox

JANUARY 11, 2024

Managing forecasting, scheduling, and agent productivity in a call center is a lot like searching for the fountain of youth. While we don’t have a roadmap to the proverbial fountain, we can help steer you in the right direction for better call center workforce management (WFM). What is Workforce Management for Call Centers?

Call Center 52

Call Center Management Contact Center Omni-Channel 52

Playvox

OCTOBER 18, 2022

There’s a storm brewing in customer service centers, and the aftermath could create some big challenges for contact center management. In our 2022 study of customer support agents and managers, 68% of agent respondents said they didn’t want to return to an office. We also manage the team with the utmost respect.”. Leanne Y.,

Contact Center 69

Contact Center Management Policies Study 69

ChurnZero

MARCH 14, 2024

Every customer success leader has encountered or will eventually encounter a book shift: the process of reassigning accounts between different customer success managers. The success of your book shift depends in large part on how you communicate it, especially to your CSMs, who will bear the most impact.

Customer Success 52

Customer Success eBook Communication Analysis 52

Beyond Philosophy

MARCH 21, 2024

Even the most well-managed companies will have things go wrong. Many of the principles we use to manage a customer complaint apply in this planning and building of a crisis process. Second, there should be a way to manage customer complaints in place, which can serve as the starting point for your crisis plan.

Telecommunications 78

Telecommunications Customer relationships Communication eBook 78

Andrew Mcfarland

SEPTEMBER 24, 2022

In a business project, a project manager plans and organizes the tasks and resources necessary to complete the project within the time and budget allotted. They also communicate with clients. In business, a project manager plans and organizes people, tasks, and resources to complete a project successfully.

Management 48

Management Resources eBook Social Media 48

Daniel Group

APRIL 23, 2021

We’ve learned through our extensive research that this is just what happens when “Communication” is mentioned as something that went well! On the flipside, if “Communication” is mentioned that something that needs improve, your score may take a 40 point dip. Effective Communication is Hard—Let’s Simplify.

Feedback 124

Feedback Net Promoter Score B2C B2B 124

Ecrion

MARCH 28, 2019

At the heart of any successful business is excellent customer communications. The question is, do you know for sure how well your company is doing with customer communications? Having a few customer communications examples at your disposal could always help. Customer Communications Examples 1.

Communication 40

Communication Examples eBook Call Center 40

Playvox

APRIL 19, 2023

Excellent time management is crucial in a contact center. What Is Time Management? Time management is the process of planning how to divide your time among activities. In a customer support center, poor time management skills can have several not-so-desirable implications for customer experience.

Contact Center 56

Contact Center Management Interaction Poor Customer Service 56

Ecrion

OCTOBER 18, 2018

This is where having a strategic communications plan comes into play. Surprisingly, many companies either don’t use a communications plan, or don’t really know what makes up a strategic communications plan. In fact, globally, 21 percent of internal communicators admitted that they do not employ any form of formal planning.

Communication 49

Communication Omni-Channel eBook Exercises 49

Beyond Philosophy

MARCH 14, 2024

Harvey wrote “ The Abilene Paradox: The Management of Agreement ” years ago. Another reason is that the team has poor communication systems. The good news is that there are many ways to manage it, the most essential of which is quality leadership and a sound communication process for voicing opinions. That’s the bad news.

Leadership 78

Leadership Conference Groups eBook 78

Comm100

JUNE 24, 2020

Data Management. You have complete autonomy over the data management processes used for access of the platform and your customer data. Download this free eBook below to learn how to choose the best digital omnichannel vendor for your needs and how to implement a program that will generate ROI. Download Now.

Customer Engagement 130

Customer Engagement Software Engagement Omni-Channel 130

Playvox

DECEMBER 7, 2021

But today they also make up 35% of the American workforce , and it’s important for contact center leaders to understand who they are, what they want, and how best to manage them. Related: 4 Tips for Managing a Multi-Generational Contact Center. Millennials were born between 1981 and 1996 , ranging in age from 25 to 40 in 2021.

Contact Center 52

Contact Center Management Groups eBook 52

Comm100

JANUARY 5, 2022

It’s unarguable that live chat can help improve communication between government and citizens. This makes it all the more important to know how your live chat provider is managing your and your customers’ data, and what measures it has in place to detect and neutralize security breaches. Read this guide to do this for live chat.

Government 191

Government CRM eBook Software 191

Comm100

DECEMBER 19, 2017

The activities in this eBook can be great training materials to improve customer service or morale in your team. Nine out of ten managers confirm that customer experience is a strategic objective for increasing sales and revenue. However, most managers do not ask what the end goal is before engaging in a CX improvement project.

Strategy 287

Strategy Customer Experience How To Customer Journeys 287

NobelBiz

FEBRUARY 6, 2024

Ebook | Call Labeling and Blocking for Contact Centers Compliance and Regulation The regulations in the SMS world are ever-changing. Compliance and privacy are critical considerations when it comes to SMS communications in contact centers. This is why Depies emphasizes the necessity of partnering with experts to ensure compliance.

Innovation 98

Innovation Strategy Contact Center Multi-Channel 98

Comm100

APRIL 27, 2020

This diversity in communication channels requires that companies structure their workflows and route incoming messages efficiently to deliver on the omnichannel promise. With omnichannel, the agent in this example, Jennifer, can still see the customer’s entire history of communication with the company. A final word on routing.

Omni-Channel 147

Omni-Channel eBook Automotive CRM 147

Playvox

AUGUST 30, 2022

Our 2022 research study of contact center agents and managers revealed a big conflict between these groups: Despite most agents’ appetite for remote work, almost half of contact centers plan to bring employees back to the office this year. “I Related eBook: 21 Interview Questions to Help You Hire the Perfect CX Candidate.

Contact Center 84

Contact Center eBook Study Policies 84

Talkdesk

JUNE 18, 2020

This is a guest blog from Amanda Verner, Marketing Manager at ProcedureFlow , a Talkdesk AppConnect partner. In the absence of co-workers, mentors or managers nearby to guide employees, the need for simple and effective knowledge management has intensified. ProcedureFlow makes your employees experts faster.

Industry 63

Industry Strategy Management Contact Center 63

Playvox

FEBRUARY 13, 2024

As a contact center leader, the top agents you hire, train, and manage are the clutch players. Your Leadership Matters Gallup research has found development to be a key driver of employee engagement, starting with the manager or team leader. Job training doesn’t have to come only from managers or human resources trainers.

Contact Center 88

Contact Center Gamification Measurement Training 88

CX Journey

JANUARY 4, 2017

Back in November, I wrote a post about a whitepaper I penned for GMC Software on how the worlds of customer communications management (CCM) and customer experience collide, without question. It supports that much-needed focus on communications, which is often an overlooked part of the customer experience.

eBook 127

eBook Software Communication Customer Journeys 127

Comm100

NOVEMBER 10, 2020

In today’s digital-first world, live chat has become the most popular digital communication channel. With white-label live chat, you can provide your customers with the most popular digital communication software with a click of your fingers (almost!) Free eBook. 46% of customers prefer live chat compared to just 29% for email.

eBook 130

eBook Automotive Software Healthcare 130

Grade.us

MARCH 6, 2023

Review management is key. One quick win is online review management — a service that nearly all your local business clients can benefit from. If you’ve attempted review management in the past, it may not have been as easy, efficient, or profitable as you would’ve liked. Reading Time: 4 minutes Want to grow your agency?

Management 26

Management Groups Guidelines eBook 26

Centercode

SEPTEMBER 3, 2019

Being a product manager means getting asked a lot of questions. Being a great product manager? The desire to know more about your product, your business, and your customers is a unifying trait within the product management field. Lauren Chan Lee, Director of Product Management at Care.com. Get a Glimpse Inside the Ebook.

Management 40

Management eBook Roadmap Feedback 40

Gainsight

DECEMBER 4, 2023

Learn more in our ebook Creating a Company-Wide Culture of Customer Centricity. A decade later, the best Customer Success Managers (CSMs) are proactive and highly transparent, both with their teams and with customers. Up-to-date customer information will inform their strategies, communications, and plans for the future.

eBook 52

eBook Metrics Roadmap Healthcare 52

Gainsight

JANUARY 6, 2023

We compiled our best product experience resources from last year, including blogs, ebooks, webinars, and more. You’ll learn everything from utilizing product analytics and product adoption strategies to career advice for product management professionals. Are Product Managers Chief Executives of Their Product?

Resources 52

Resources Roadmap eBook Analytics 52

Playvox

DECEMBER 21, 2022

Working with virtual teams of agents in your contact center can sometimes mean you feel disconnected from them — or even worried that you aren’t able to properly manage their performance. Not being in the same space as your agents means you have to go the extra mile to keep team communication, training, and motivation running smoothly.

Contact Center Software 52

Contact Center Software Contact Center Software eBook 52

Ecrion

MARCH 15, 2019

What is Customer Experience Management – or CEM for short? But what is customer experience management? So, when you ask yourself what is Customer Experience Management, it’s important to know exactly what it is and how it helps your company. Why Do You Need a Customer Experience Management Solution? Again, simple.

Customer Experience Management 40

Customer Experience Management CEM Customer Experience Management 40

ClientSuccess

MARCH 8, 2023

Remember these tips the next time you write a follow-up email, and you’ll surely delight your customers and build a more substantial, loyal customer base.

Customer Success 79

Customer Success Tips eBook Roadmap 79

ClientSuccess

OCTOBER 2, 2019

We often hear the roles of Customer Success Manager (CSM) and Account Manager (AM) used interchangeably. The ultimate difference between a Customer Services Manager and an Account Manager is both in their area of concentration and how each target their customers. . Let’s talk about Account Managers first.

Customer Success 47

Customer Success Management Metrics Guidelines 47

Gainsight

JANUARY 4, 2021

We compiled our best Customer Success resources from last year, from blogs to ebooks to webinars and podcasts. Customer Success Team Management. Churn and Risk Management. Managing Customer Relationships. Customer Success Team Management. Changing the Wheels on a Moving Car: 4 Keys to Managing CSM Transitions.

Resources 111

Resources Customer Success eBook Multi-Channel 111

ClientSuccess

FEBRUARY 14, 2023

Understanding Vectors by Vecteezy As an industry and a discipline, customer success managers are getting better at delivering a higher percentage of positive customer experiences. But mistakes happen, and it’s essential to have a contingency plan for when they do. One of the best ways to develop empathy is to practice active listening.

Customer Success 80

Customer Success Customer Journeys eBook Exercises 80

ClientSuccess

DECEMBER 19, 2022

This playbook should include information on how to introduce the product/service, educate customers on key features, set expectations around timelines and communication, and develop action plans to ensure a successful onboarding process. eBook: CSM from the Trenches: Implementing Customer Success. Ready to learn more?

eBook 72

eBook Resources Customer Success Training 72

Gainsight

NOVEMBER 20, 2019

To truly excel in product management, you need to have a respect for design, an understanding of countless processes, a passion for problem-solving, excellent communication skills—the list goes on and on. Books for Product Managers. Blogs for Product Managers. Slack Groups for Product Managers. Product Manager HQ.

Resources 80

Resources Management Conference Groups 80

Kustomer

JUNE 7, 2023

CX involves both direct interactions initiated by the customer, and also indirect interactions the customer has with the organization: for example, when a customer sees a wealth management company’s advertisement on a billboard or follows a bank on social media. It’s time to start communicating with them! What Is a CX Playbook?

Financial 98

Financial CRM Banking Effort Score 98