CSM Magazine

OCTOBER 18, 2022

Orstad joins the Calabrio leadership team with more than 25 years of experience building and supporting organisations with cultures focused on balancing customer success with profitable growth. I am beyond excited to be joining a company with such a passion for customer success. About Calabrio.

Customer Success 52

Customer Success e-support Contact Center Customer Service 52

ShepHyken

DECEMBER 2, 2022

This week, we feature an article by Steve Miller, Head of Customer Success at Cirrus , a contact center solution that helps companies engage with their customers. He shares the benefits of excellent customer experience for your customers and employees. In a recent survey by SuperOffice , 45.2%

Contact Center 69

Contact Center Customer Experience Omni-Channel Social Media 69

Answer Dash

JANUARY 1, 2019

(This article is originally published at ICMI ) Hint: Focus on Agent Performance If you’ve sat through any customer service technology demos or walked the showroom floor at an industry conference, you’ve undoubtedly heard well-meaning sales folks speak of innovation, disruption, and automation. Wait, what?

Contact Center 67

Contact Center Knowledge Base Chatbots System 67

NICE inContact

JUNE 26, 2018

In part one of the blog series, we looked at a framework for building a business case to invest in customer experience technologies. In part 2 , we looked at KPIs that drive enhanced customer experience and in part 3 , we looked at how contact centers can increase customer lifetime value.

Financial 194

Financial Customer Experience Contact Center Software 194

Lithium

OCTOBER 14, 2021

Even after a year and a half of meeting your customer's needs under challenging and ever-changing circumstances that the pandemic has brought, we understand that providing your employees with the tools and knowledge to solve a multitude of new customer issues continues to be a huge priority. Listen up, digital contact center folks!

Innovation 52

Innovation Engagement Self Service Chatbots 52

Experience Investigators by 360Connext

DECEMBER 14, 2021

It also means considering how to inform customers about new rules or options. This is especially important to consider for your frontline workers like cashiers, customer service representatives, and customer success managers. What innovations or ideas do you think we’ll see in the new year?

Customer Experience 372

Customer Experience Customer Journeys Airlines Customer Service Representative 372

CSM Magazine

OCTOBER 25, 2022

Calabrio , the workforce performance company, has hired Daniel Maier as chief revenue officer and Ryan Toben as senior vice president of customer success and sales operations. With that, we are attracting more and more top talent from other successful SaaS brands. Ryan Toben, SVP of customer success and sales operations.

Customer Success 52

Customer Success Contact Center Sales Customer Centricity 52

CSM Magazine

JUNE 25, 2019

Amazon Connect administrators are able to download the application from Amazon Web Services (AWS) Marketplace, select the questions for the survey from a list of questions specific to the live agent or IVR experience and then launch the survey to specific applications within the contact center. About VoiceFoundry.

Contact Center 40

Contact Center Connections Feedback Measurement 40

Gainsight

NOVEMBER 16, 2023

Every year at Pulse Europe , we recognise European industry leaders who have made significant contributions to the field of Customer Success (CS), driving innovation and transforming the way businesses engage with their customers. As a result, their companies reap the rewards of stronger adoption and customer retention.

Telecommunications 52

Telecommunications Contact Center Innovation Chatbots 52

Lithium

SEPTEMBER 21, 2023

Khoros is proud to present the latest Community, Social Media Management, and Digital Contact Center innovations available to you right now. Reach out to your customer success manager. Check out the Product Videos and other resources below so you can unlock the full power Khoros has to offer. What’s New?

Social Media 52

Social Media Contact Center Government Video 52

Experience Investigators by 360Connext

MARCH 23, 2021

It’s a point of friction in some ways but it also is a necessary part of scaling customer experience. Ask your Customer Success Team, Account Managers, or other customer relationship specialists to include you in one client meeting a month. There is some inherent bias here, because they will pick the easy customer!

Customer Experience 271

Customer Experience Contact Center Customer Journeys Metrics 271

CSM Magazine

OCTOBER 18, 2022

Orstad joins the Calabrio leadership team with more than 25 years of experience building and supporting organisations with cultures focused on balancing customer success with profitable growth. I am beyond excited to be joining a company with such a passion for customer success. About Calabrio.

Customer Service 52

Customer Service e-support Contact Center Conference 52

Oracle

JANUARY 28, 2021

Oracle Live: Quarterly Update on Innovations for Advertising and CX. Design and Innovation: CXO Virtual Exchange. Field Service Connect: The Invite-Only Virtual Event for Leaders in Customer Success, Service & Support. eTail: The Virtual Summit & Expo for eCommerce & Omnichannel Innovators. 9 AM PT. —.

Customer Experience 76

Customer Experience B2B Conference Advertising 76

Vonage

MAY 1, 2018

They discussed what it means to be competing on customer experience in the Fourth Industrial Revolution, where unprecedented access to data and innovations such as AI, robotics and IoT have dramatically changed how we all connect – and our expectations of what is possible.

Banking 120

Banking Contact Center Customer Relationship Management Connections 120

CSM Magazine

APRIL 25, 2023

Contact centres offer new opportunities for agents to shine, but they are not for the faint-hearted. Paul Stemp, Supervisor, Customer Success Management, at Calabrio shares his top confidence-boosting tips for building strong, fearless teams. Contact centres are an integral part of delivering customer service.

Self Service 52

Self Service Contact Center Analytics Call Recording 52

Qualtrics

JULY 2, 2019

Check out some of the latest product innovations available now to close experience gaps and deliver breakthrough experiences. It automatically surfaces the most important actions you can take to have an impact on the customer experience. Thanks for taking the time to learn what’s new in Customer XM at Qualtrics. Action Planning.

Innovation 39

Innovation Social Media NPS Contact Center 39

Talkdesk

JANUARY 2, 2020

We believe our innovative delivery model, and the speed at which we are able to deliver new features and functionality sets us apart within the CCaaS industry.” ” According to Gartner: “By 2022, CCaaS will be the preferred adoption model in 50% of contact centers with more than 750 agents, up from approximately 10% today.

Report 66

Report Self Service Customer Service Contact Center 66

TechSee

NOVEMBER 18, 2022

Special thanks to our global customer success team for their help in compiling these best practices from across the world’s largest and most innovative service teams. One easy way to improve your contact center efficiency is to collect this information before the agent even gets on the line.

Video 109

Video Guidelines Tips Connections 109

Talkdesk

JULY 31, 2017

Our customers have new titles: They’re not just VPs of Service who manage the operations of call centers. We see innovation happening in service, and those officers have very senior titles and very broad responsibilities. I travel to Japan, to Europe, and I see this innovation happening across all segments across the globe.

Innovation 42

Innovation Omni-Channel Average Handle Time Contact Center 42

Experience Investigators by 360Connext

JUNE 30, 2020

Small businesses are struggling with cash flow and innovating around how to deliver on their products and services. Within the last few weeks, I attended this event and also participated in several roundtable discussions with customer experience and customer success leaders. Challenge #1: Delivery is different.

Customer Journeys 143

Customer Journeys Brands Connections Touchpoint 143

Experience Investigators by 360Connext

JUNE 30, 2020

Small businesses are struggling with cash flow and innovating around how to deliver on their products and services. Within the last few weeks, I attended this event and also participated in several roundtable discussions with customer experience and customer success leaders. Challenge #1: Delivery is different.

Customer Journeys 143

Customer Journeys Brands Connections Touchpoint 143

Talkdesk

JULY 31, 2017

Our customers have new titles: They’re not just VPs of Service who manage the operations of call centers. We see innovation happening in service, and those officers have very senior titles and very broad responsibilities. I travel to Japan, to Europe, and I see this innovation happening across all segments across the globe.

Innovation 40

Innovation Omni-Channel Average Handle Time Contact Center 40

Talkdesk

FEBRUARY 25, 2020

As a cloud-native contact center solution, with a microservices architecture that provides unprecedented advantages of speed, agility, scale and reliability, Talkdesk is already ahead of the game. A cloud-native approach presents a number of advantages for a successful digital business transformation. Want to know more?

Contact Center 56

Contact Center Competitive Advantage Customer Centricity CRM 56

SmartKarrot

DECEMBER 2, 2020

Women in customer success are taking over the town and converting every milestone which was once considered as surreal. Customer Success as a niche is highly competitive and caters to a large volume of masses. Catherine Blackmore, GVP, Customer Success, Oracle Marketing Cloud. Source: Pexels.

Customer Success 17

Customer Success Customer Journeys Contact Center Leadership 17

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

TechSee

APRIL 3, 2018

It is well known that the acquisition costs of converting new customers far outweigh the cost of maintaining current customers, further motivating companies to find and implement innovative customer retention strategies. Customer success – Gainsight.

Customer Retention 141

Customer Retention Technology Strategy Analytics 141

TechSee

JULY 2, 2019

Every company understands that their customers are their number one priority, and many businesses are ready and willing to go the extra mile to wow their customers… if only they had the right tools. Using Augmented Reality annotations, agents provide visual guidance, helping customers by showing them the exact steps they need to take.

Customer Service 104

Customer Service Contact Center B2C Customers 104

GlowTouch

JUNE 11, 2019

GlowTouch at Largest Industry Trade Show: Customer Contact Week (CCW) Las Vegas. CCW is the world’s largest customer contact event, and GlowTouch will be at Booth #1311, as CCW marks its 20-year anniversary. GlowTouch provides outstanding contact center and technology outsourcing solutions to clients around the world.

Industry 40

Industry Contact Center Return on Investment Omni-Channel 40

eGain Blogs

SEPTEMBER 28, 2017

Contact center agent churn is estimated at 35-45% with US contact centers alone bleeding $10B in attrition costs per year! However, even while the world is fast going digital (including things, customers, agent, and the business), their voice-first desktop is antiquated. Contact us at info@egain.com now!

Self Service 40

Self Service Contact Center Management Analytics 40

eGain Blogs

SEPTEMBER 28, 2017

Contact center agent churn is estimated at 35-45% with US contact centers alone bleeding $10B in attrition costs per year! However, even while the world is fast going digital (including things, customers, agent, and the business), their voice-first desktop is antiquated. Contact us at info@egain.com now!

Self Service 40

Self Service Contact Center Management Analytics 40

Interactions

SEPTEMBER 19, 2023

Lindsay : Interactions’ success based pricing model proved to us this would be a real partnership. Our success was their success. We also saw their human-in-the-loop technology approach as innovative, highlighting them as a company we could partner with long term. Ed : I think that’s spot on correct.

Self Service 48

Self Service Interaction Contact Center Call Center 48

TechSee

MARCH 2, 2023

How will your solutions’ roadmap help me deliver continued innovation and impact? It can be argued that the AI provider’s experience can be the most critical component for success. Speak to the Customer Success team and gauge their understanding of your operations, business objectives, and technical infrastructure.

Self Service 109

Self Service Roadmap Resources Meeting 109

TechSee

APRIL 24, 2023

In this post, we will explore the impact of economic inflation, and five best practices for improving performance by driving adoption of the technology innovations leaders have already made in order to boost service efficiency. Every executive in this closed forum shared that due to economic uncertainty, efficiency is their leading concern.

Average Handle Time 109

Average Handle Time First Call Resolution Culture Case Study 109

Experience Investigators by 360Connext

JANUARY 5, 2021

The brands with the most effective brand cultures are also the ones who use their customer-focus as a factor in their decisions. And being customer-centric isn’t reserved just for the customer support or customer success teams. Declaring a customer-centric attitude doesn’t change those behaviors on its own.

Customer Centricity 190

Customer Centricity Culture Customer Journeys Government 190

UJET

DECEMBER 10, 2020

Contact centers have more in common with sports teams than you might think. And there’s a very simple way to unlock each of your customer service agent’s full potential—give them a rock-star number two player. One of your customers found fraudulent activity on their account, and they call to put a hold on their account.

Virtual Agent 72

Virtual Agent Customer Service Self Service Average Handle Time 72

UJET

DECEMBER 10, 2020

Contact centers have more in common with sports teams than you might think. And there’s a very simple way to unlock each of your customer service agent’s full potential—give them a rock-star number two player. One of your customers found fraudulent activity on their account, and they call to put a hold on their account.

Virtual Agent 72

Virtual Agent Customer Service Self Service Average Handle Time 72

eGain Blogs

OCTOBER 10, 2019

Blue-chip clients are running their customer service and engagement operations at scale: 5,000 agents at a leading multi-play Communications Service Provider (CSP) use our chat, SMS, and email to handle over 12 million customer contacts per year, with agents distributed across three continents! The results? next time around!

Net Promoter Score 70

Net Promoter Score Multi-Channel Contact Center Omni-Channel 70