Comm100

SEPTEMBER 28, 2022

Looking to improve your customer service? Before you begin making changes to your service delivery and your staffing practices, it’s important to understand how your organization compares against industry. But with so many performance indicators to consider, where should you begin?

Measurement 234

Measurement Average Handle Time Wait Times How To 234

Experience Investigators by 360Connext

JANUARY 18, 2022

Customer experience success requires everyone in an organization to understand what CX success is at this organization, what expectations customers have, and how best to deliver on them. And that training can feel tactical and task-driven, like explaining how to track customer records in a Customer Relationship Management (CRM) platform.

How To 378

How To Customer Journeys Culture Training 378

Lumoa

MARCH 21, 2023

You read blog posts and research articles if you want to learn more about a specific topic. Although it makes sense to search for information online where you can find up-to-date answers to specific questions, what about getting a more comprehensive understanding by reading a book about the topic.

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

Comm100

AUGUST 10, 2022

You might already know that you can automate a high portion of common support questions with chatbot software , but it can do so much more. With a bot in place, customer service teams can reduce repetitive, low-value work that consumes agent time. Provide 24/7 availability.

Chatbots 215

Chatbots Customer Service ROI Case Study 215

Micah Solomon

OCTOBER 11, 2018

Last week, I suggested quick wins that could improve your customer service and customer experience. Today, I’m going to challenge you to go deeper. Overhaul your employee onboarding. Is your current process aligned with your company purpose, and does it make that purpose clear to your newly-hired employees?

Customer Experience 256

Customer Experience Customer Service Hospitality Hotels 256

Retently

NOVEMBER 27, 2023

Outsourcing has become increasingly popular these days, as more companies worldwide are exploring different destinations for outsourcing their business activities, and it’s no wonder why. The many advantages of outsourcing make it an attractive strategy in today’s global economy, turning it into a common practice.

NPS 147

NPS Net Promoter Score Multi-Channel Customer Success 147

COPC

JANUARY 15, 2024

has partnered with Centrical to bring you the Improving Contact Center Retention Series, where we explore how organizations can reduce early attrition. This second installment of the series will offer insights into onboarding best practices for new employees. 

Employee Engagement 78

Employee Engagement Contact Center Training Call Center 78

COPC

NOVEMBER 15, 2023

COPC has partnered with Centrical to bring you the Improving Contact Center Retention Series, where we will explore how organizations can reduce early attrition. Introduction  First-day ghosting (also referred to as “new hire no-shows”) isn’t a novel issue. It is a problem, but not the problem.

Call Center 95

Call Center Contact Center Employee Engagement Gamification 95

Experience Investigators by 360Connext

JANUARY 5, 2022

Your company has surpassed its annual goals for customer retention, referrals, and satisfaction. C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. How did this happen? This mission is WHY you do what you do. Measurable. Contextual.

Resources 369

Resources Customer Journeys Video Strategy 369

Uniphore

JUNE 9, 2021

With the COVID-19 pandemic forcing rapid digital transformation and the complexity of customer interactions on the rise, most companies recognize the need for new approaches. In the contact center, the leading driver of improvements has been automation. Unleash and Unburden Your Employees.

Engagement 246

Engagement Contact Center How To Metrics 246

Blake Morgan

FEBRUARY 22, 2023

Do you need a speaker for your next event, conference, or meeting? Look no further than a customer experience keynote speaker like Blake Morgan to share a motivating and engaging message about how and why to make customers central to every business decision. Here are three reasons to hire a customer experience keynote speaker.

Customer Experience 105

Customer Experience Customer Centricity Case Study Contact Center 105

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.

Customer Success 118

Customer Success Management Guidelines Customers 118

Comm100

NOVEMBER 13, 2022

How to Improve Customer Service. We all know that customer service is important, but just how instrumental it is to success of a company might surprise you. What’s more, 90% of Americans use customer service to decide whether or not to do business with a company. How to improve customer service.

Tools 189

Tools Customer Service Tips Omni-Channel 189

Magellan Solutions

JULY 10, 2023

Businesses can increase efficiency and teamwork by using best practices and ideas. It also includes strategies and a shared vision to manage the following: Diversity Time zones Conflicts Performance With these effective outsourced team management strategies, companies can increase overall efficiency.

Tips 92

Tips Management How To Culture 92

Comm100

JANUARY 11, 2023

In 2022, 59% of companies surveyed agreed that their markets have become more competitive in recent years. Meeting today’s high customer service expectations can be a challenge. Chatbots can respond to customer queries, answering the common requests, immediately and 24/7. The State of Automated Customer Service in 2023.

Customer Service 212

Customer Service Self Service Chatbots Healthcare 212

SurveySparrow

MAY 14, 2024

You have conducted the interview, gotten a good sense of their skills, and jotted down your comments. How do you let the candidate know? Interview feedback provides deep insights into a candidate’s performance, skills, and areas for improvement. These insights will help you improve and advance as a brand.

Examples 52

Examples Feedback Survey Communication 52

Customer Bliss

JANUARY 30, 2020

The most admired companies remove practices that might curb the extension of care, or limit employees to act in good conscience. And they challenge themselves to walk away from practices that aren’t congruent with their values. Care is foundational to how they grow. Like they were raised. Human needs prompt innovation.

Company 216

Company Hotels Insurance Travel 216

Magellan Solutions

APRIL 3, 2024

You know what’s mind-blowing? A live chat feature on your website could earn you nearly 50% more cash every hour someone chats with your team. It also boosts the number of people buying your stuff by 40%. If you can’t meet their needs, they will go elsewhere. But that’s not all!

Self Service 96

Self Service Knowledge Base Exceptional Customer Service Training 96

Playvox

FEBRUARY 20, 2024

Remote work is the practice of working from a location other than the traditional office setting. Hybrid work, which has also dramatically risen in popularity post-pandemic, is when companies offer employees a mix of both on-site and remote work options. Overall, remote work has redefined how we collaborate and do business.

Management 88

Management Gamification Contact Center Policies 88

Steve DiGioia

MARCH 8, 2021

Today’s post tells you how to stop giving customer service like a useless scarecrow. These are the deadwood employees hired in a desperate attempt to quickly fill open positions and with little regard to their qualifications. These employees have no idea how to act when things go astray and have even less motivation to improve.

Customer Service 204

Customer Service How To Policies Training 204

Magellan Solutions

MAY 21, 2023

Are you ready to make your brand more appealing to diverse customers ? If you want your business to be more competitive, consider hiring one of the best bilingual answering services. This is especially true if you have many diverse customers. What Are Bilingual Answering Services?

Meeting 98

Meeting Call Center Average Handle Time First Call Resolution 98

Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. Here we’ve identified the 13 most essential qualities to consider when hiring a CS manager. CSM role duties may vary by company. What do you do if a customer is angry?

Customer Success 92

Customer Success Management Exercises Social Media 92

ShepHyken

AUGUST 21, 2020

He shares 5 habits of companies that went through dramatic transformation and still managed to improve the customer experience. 5 Habits of Companies that Improve Customer Experience Through Change. Thus, every level of the organization, from C-Suite down, needs to be practicing a continuous regimen of adaptation.

Customer Experience 246

Customer Experience How To Culture Groups 246

ECXO

AUGUST 9, 2023

But, here’s the question: if your competitors could do the same job, and have similar knowledge, expertise, capabilities and pricing, how do you stand out? In other words, how do you escape a parity trap? Let me give you an example of leaders are creating competitive advantage. Where do you start?

Consulting 98

Consulting Competitive Advantage Culture Touchpoint 98

TechSee

MARCH 4, 2024

Enterprise leaders are constantly seeking innovative ways to improve their customer experience (CX), ideally while improving their bottom line. Generative AI is more than the hot trend of the year; it has the potential to improve and automate CX. This lack of transparency can make troubleshooting and optimization a challenge.

ROI 109

ROI Financial Net Promoter Score Effort Score 109

Magellan Solutions

MARCH 13, 2024

Did you know companies embrace offshoring and outsourcing to improve efficiency and cut costs? However, when it comes to the offshoring vs outsourcing debate, it’s crucial to understand the distinction between these two approaches and decide which best aligns with your business’s needs.

Tips 105

Tips Culture e-support Communication 105

ChurnZero

SEPTEMBER 28, 2022

It’s quickly growing and best practices are still emerging and changing. When Customer Success training does happen, it can be a little haphazard or surface level, depending on how the training is provided. But not only is Customer Success hiring happening now: the future is also looking bright.

Training 94

Training Customer Success Customers Culture 94

BirdEye

DECEMBER 8, 2023

The impact: Why your follow-up emails matter Crafting the perfect follow-up email: 6 best practices Critical elements of effective follow-up emails Examples of follow-up emails for different scenarios Follow-up email FAQs Streamline client communication with Birdeye What is a follow-up email? Need a quick answer? I am here to help!

Examples 109

Examples Communication Feedback Meeting 109

BirdEye

MARCH 17, 2023

In the rapidly evolving marketplace of today, running a small business can be an uphill battle due to the multitude of tasks and responsibilities required for success. In such cases, small business consulting services can help businesses streamline their operations, reduce the workload, and improve overall efficiency.

Consulting 98

Consulting Social Media Financial Strategy 98

ECXO

MARCH 5, 2024

Revolutionize Your Business with Customer-centric Solutions using Design Thinking As we sail through the digital age, organizations worldwide are riding the wave of digital transformation to enhance customer experience. It’s about creating a shift in how businesses operate and deliver value to customers.

Customer Centricity 98

Customer Centricity Competitive Advantage Innovation Customer Journeys 98

Kustomer

JUNE 6, 2023

When it comes to protecting, investing and being responsible for customers’ money, they need to trust in the financial services company. For the complete guide to how CRM software can also help improve your CX, download our latest ebook. Is your company meeting customer expectations?

Financial 98

Financial Company Customer Service Tips 98

Magellan Solutions

APRIL 11, 2024

Top-notch telephone support is essential for building brand loyalty and boosting sales for your online business. With Shopify telephone support, you can elevate your customer experience and ensure shopper satisfaction, making your store a preferred choice among millions of others. What is Shopify Telephone Support?

e-support 95

e-support Net Promoter Score Training Tips 95

ReviewTrackers

JULY 12, 2018

You may have even read about it on our blog, and followed the steps to building a strong employer brand. If you think of “employee branding” as how your company is perceived by current and potential employees — well, that’s a pretty good starting point. How can employee branding help your company?

Brands 175

Brands Company Social Media Competitive Advantage 175

ChurnZero

JANUARY 24, 2022

Building a business from the ground up always has its challenges, but maintaining a subscription-based business can be particularly difficult due to its ongoing nature. You might be wondering, what is customer centricity ? We’ll discuss these concepts and explain how you can use them to grow your subscription-based business.

Customer Centricity 98

Customer Centricity Strategy How To Customers 98

BirdEye

NOVEMBER 29, 2022

LinkedIn is a professional platform that helps you establish and reinforce business relationships. With over 875 million members across the world, LinkedIn marketing can be an invaluable addition to your digital marketing strategy. How to use LinkedIn for marketing. Table of contents What is LinkedIn marketing?

Marketing 98

Marketing Social Media Video Groups 98

InteractionMetrics

APRIL 13, 2024

Does your company issue customer surveys, but you’re not getting the insights you need? Read on for a quick class on how to write good survey questions that result in objective, actionable data. Are you looking to improve your data right away and don’t want to read this entire post?

Survey 52

Survey Data How To Tips 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. 5 Strategies to implement reputation management for retail companies Why does reputation management in retail matter?

Retail 109

Retail Strategy Management Social Media 109