InMoment XI

FEBRUARY 8, 2018

Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. As a customer-centric business, decisions should always be made based on customer benefit.

Touchpoint 200

Touchpoint Software eBook Management 200

InMoment XI

FEBRUARY 8, 2018

Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. As a customer-centric business, decisions should always be made based on customer benefit.

Touchpoint 200

Touchpoint Software eBook Management 200

NICE inContact

OCTOBER 24, 2021

If you need help escaping the monsters lurking in plain sight that want to spend your digital transformation strategy and change management, the eBook Change management blueprint for contact center digital transformation can make the process easier.

Contact Center 252

Contact Center eBook Consulting Management 252

NICE inContact

OCTOBER 19, 2021

Download our new eBook, Change Management Blueprint for Contact Center Digital Transformation, for expert advice about change management best practices. Creating a customer-centric contact center can create some significant, disruptive changes for your employees.

Customer Centricity 241

Customer Centricity Contact Center eBook Technology 241

InMoment XI

JUNE 28, 2022

A global senior wealth management firm was able to utilize its CX programs to gather information from up to 150,000 clients annually. This new program launched using greater mobile engagement, text analytics, and case management to close the loop. We’ve compiled a quick list of inspiring stories from our finserv clients.

Financial 295

Financial Brands Customer Experience eBook 295

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

NICE inContact

DECEMBER 27, 2021

This eBook is packed with insights from industry experts that will help you optimize your agents' skills. Training agents to be digitally fluent is a widespread opportunity. To get you started, download "The Ultimate Guide to CX Agents: Hiring, Training, Onboarding, and Measuring Contact Center Agents in a Post-Pandemic Digital World."

Training 200

Training Contact Center eBook How To 200

Bill Quiseng

AUGUST 10, 2015

So when he recently published an ebook entitled Culture Of Yes: Practices And Principles Of Great Hospitality , I was all over it. And while this ebook is focused on those who are in the hospitality industry, I am sure that customer service professionals in any industry will benefit. Micah has done that for you here.

eBook 60

eBook Hospitality Culture Hotels 60

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

ClientSuccess

DECEMBER 12, 2022

When making a switch from one compensation plan to another for your Customer Success Managers (CSMs), it’s important to make the transition as smooth and considerate as possible. The introduction of a Base + Bonus plan is an excellent way to incentivize Customer Success Managers and encourage better performance. Base + Bonus.

Customer Success 87

Customer Success Tips Management Sales 87

NICE inContact

AUGUST 10, 2021

And lucky for you, we’ve outlined what that looks like with help from three industry experts in the eBook, “Cultivating a future-proof customer journey strategy.” Simply put, applying customer empathy means understanding and integrating your customer’s expectations. Get your copy now.

Customer Satisfaction 202

Customer Satisfaction eBook Customer Journeys Customers 202

Inbenta

DECEMBER 9, 2020

Knowledge Management definition. What is Knowledge Management? Knowledge Management is a framework that an organization puts in place to source, deploy, and maximize the value of its knowledge by developing tools and best practices enabling it to more effectively share, create, access and retain knowledge.

Management 95

Management Self Service Knowledge Base Chatbots 95

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

Comm100

AUGUST 28, 2023

Read the guide eBook The post Unlocking Digital Transformation in Higher Education – A Checklist for Success appeared first on Comm100. Before you can begin implementing such a strategy, you need to know where you currently are on this higher ed digital transformation journey.

Handbook 130

Handbook eBook System Course 130

Confirmit

JUNE 4, 2018

Providing a holistic view of the customer experience to executives and managers. Facilitating proactive account management and driving positive word-of-mouth. Driving product innovation and process improvement. Engaging your employees to deliver a purpose–built experience.

eBook 40

eBook B2B ROI Advertising 40

ECXO

MAY 16, 2023

CDPs originally had four simple characteristics: ingest data from multiple sources; manage identities; segment audiences, and provision data to other systems. But as the pressure to personalize intensifies and the technology environment gets more complicated, many are looking to their CDPs to go beyond data management and simple segmentation.

Data 98

Data eBook System Software 98

Optimove

DECEMBER 5, 2018

Download the eBook: Managing Infinite Customer Journeys. In this eBook, we examine the two main approaches to customer journey mapping, discuss their advantages and drawbacks, and describe how focusing on customer micro-segments and predictive analytics delivers greater customer coverage with more relevant and effective messaging.

Customer Journeys 42

Customer Journeys Management eBook Touchpoint 42

Optimove

DECEMBER 5, 2018

Download the eBook: Managing Infinite Customer Journeys. In this eBook, we examine the two main approaches to customer journey mapping, discuss their advantages and drawbacks, and describe how focusing on customer micro-segments and predictive analytics delivers greater customer coverage with more relevant and effective messaging.

Customer Journeys 45

Customer Journeys Management eBook Touchpoint 45

NICE inContact

JUNE 29, 2021

Check out the “Contact Center Leader’s Guide to Gamification” eBook for more tips and tricks.

Gamification 156

Gamification eBook Contact Center Tips 156

Comm100

OCTOBER 25, 2021

If you want to learn more about this topic and understand how you can engage with international students today, take a look at our new eBook –. Get ebook now. Free eBook. With COVID-19 restrictions preventing an in-person event, Dawson College still managed to reach nearly 1000 students from 17 countries over several days.

Engagement 130

Engagement Tips eBook Chatbots 130

Gainsight

MARCH 13, 2023

To help you hold on to the tech your business relies on, Karl Mosgofian, CIO of Gainsight, created the ultimate guide: CIO Secrets to Successfully Managing Technology Budget Cuts. Fact: The future of customer success is a blend of digital-led, yet human-first strategies that empower Customer Success Managers (CSMs) to do more with less.

Management 52

Management eBook Software Tools 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

ClientSuccess

SEPTEMBER 3, 2020

In this post, I’ll address the most frequent question I’m asked by customer success leaders—what is the best compensation plan for Customer Success Managers (CSMs)? Compensation Plans for Customer Success Managers (CSMs). The post Compensation Plans for Customer Success Managers appeared first on ClientSuccess.

Customer Success 111

Customer Success Management NPS Sales 111

Uniphore

NOVEMBER 16, 2021

More people now use technology to manage their finances than use video streaming services (78%) or social media (72%). Poor promises management directly affects your call handling times, wait times, customer satisfaction, and loyalty as measured by your Net Promoter Score (NPS). And shift we did.

Banking 130

Banking Net Promoter Score Contact Center eBook 130

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. In business, a project manager plans and organizes people, tasks, and resources to complete a project successfully. The key to successful project management is time control.

Management 48

Management Resources eBook Social Media 48

ClientSuccess

FEBRUARY 1, 2022

If you’re going through a merger or acquisition or want to ensure your team is prepared to manage M&A if and when the opportunity arises, here are six fail-proof steps to implement a seamless, pain-free process for your customers. Manage through the change. Research the details. Check out these ClientSuccess resources: .

Management 52

Management eBook Leadership CRM 52

Optimove

JUNE 26, 2019

In this eBook, we examine the two main approaches to customer journey mapping, discuss their advantages and drawbacks, and describe how focusing on customer micro-segments and predictive analytics delivers greater customer coverage with more relevant and effective messaging.

Customer Journeys 42

Customer Journeys Management eBook Touchpoint 42

Comm100

AUGUST 5, 2020

Some managers will turn up the heat on their agents, enforcing strict targets and service level agreements (SLA) on handling time to keep conversations short. The bot has allowed us to not only effectively manage the increase in chat volume, but it’s also saved us a considerable amount of money by not having to hire a lot more agents.”

Wait Times 130

Wait Times Tips Customer Service Omni-Channel 130

Inbenta

AUGUST 18, 2023

Discover in this ebook: Current state of support New-generation of agent-assistance solutions Tips to improve your ticket management system Ways in which AI can contribute to improving case management and resolution times The post The Secret Ingredients to Manage Support Cases Successfully appeared first on Inbenta.

eBook 52

eBook Tips System Management 52

Stella Connect

OCTOBER 12, 2021

Having strategies in place to be able to effectively manage and reduce call center call volume and wait times for customers is key to ensuring customer satisfaction (CSAT) and agent retention. . For teams under pressure to manage and reduce call center volume and wait times for customers, here are four effective strategies that can help. .

Call Center 52

Call Center Self Service Management How To 52