West Monroe

FEBRUARY 11, 2024

for more than 20 years, companies continue to be challenged on how to drive progress and—for some—on even how to get started. In the MLC’s recent study, Manufacturers Go All-In on AI , 42% of manufacturing executives cited the lack of comprehensive M4.0 strategy is challenging. strategy is challenging.

Industry 52

Industry Case Study Analysis Technology 52

ViiBE Blog

JANUARY 19, 2022

ViiBE Blog Customer service challenges of remote work Anna Gorina January 19, 2022 Share this article Contents Share this article Contents Before 2020, only a few companies across the globe had remote work best practices in place where they were used to allowing team members to work from home for a certain period of time regularly.

Customer Service 52

Customer Service Net Promoter Score CRM e-support 52

CSM Magazine

MARCH 11, 2021

It is vital to understand both pros and cons of outsourcing to know whether it’s the right move for your company. Call spikes are probably the biggest challenge that contact centers face. Hiring an outsourced customer service takes a huge load off of a company’s back. Without further ado, let’s get into it.

Contact Center 105

Contact Center Call Center Multi-Channel Culture 105

Totango

JUNE 10, 2022

As we saw in our 2021 State of the Customer Success Industry and Salary Report , the role of Customer Success Manager (CSM) is one of the fastest-growing jobs in the industry. In a recent webinar titled “Navigating Your Customer Success Career Path”, Totango’s Sr. Challenge things honestly, be bold and be kind.

Customer Success 102

Customer Success Tips Chief Customer Officer Leadership 102

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? Technical competency / product knowledge, professional qualifications and expertise are pre-requisites. This article was originally posted at [link]. They’re a given. The reason?

Consulting 94

Consulting Competitive Advantage Culture Touchpoint 94

ProProfs Chat

MAY 6, 2020

Of these flexible work arrangements, the flexibility of being able to work from anywhere takes the biggest priority. Further, with the advent of disruptive workplace technologies, employees naturally expect their companies to utilize novel means of remote collaboration and aggregation on multiple channels. .

Tips 108

Tips Management Customer Service Video 108

Natalie Petouhof

AUGUST 15, 2022

Valoir’s State of Digital Transformation study published in Fall 2021 found that the biggest challenges for successful digital transformation were not budgets or resources, but departmental politics and lack of executive leadership. Original Article by Valoir Incorporated. Increased context reduces ACH.

Leadership 52

Leadership Customer Experience Contact Center Metrics 52

COPC

DECEMBER 23, 2022

High-performing organizations spend time creating company values that link employee engagement to broader customer experience strategies and the company’s overall success. However, many companies struggle to find new ways of engaging employees, especially in hybrid and remote work environments.  .

Employee Engagement 89

Employee Engagement Engagement Company Contact Center 89

GetFeedback

AUGUST 14, 2019

Let’s talk about customer satisfaction. . In customer experience (CX) terms, we often dismiss Customer Satisfaction Score (CSAT) measurement as too simple. But I see a place for Customer Satisfaction Score (CSAT), based on organizational goals, resources, and structure. Can CSAT improve customer experience? .

Customer Journeys 273

Customer Journeys Metrics How To Customer Satisfaction 273

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Alliance by IFS

JANUARY 31, 2019

To maintain stringent compliance and meet growing customer expectations, industry leaders turn to software that can provide improved field worker productivity while remaining agile enough to respond to regulatory changes. 22% of organizations claim customers are already demanding more modern, outcome-based service contracts.

Industry 84

Industry Report Software Customer Satisfaction 84

West Monroe

NOVEMBER 20, 2023

Listen to "Customer Success as a Revenue Driver" on Spreaker. About the episode How do you define a strong customer success mindset and what are the benefits? The discussion also touches on the challenges of adopting a customer-first mindset and the significance of digital tools in enhancing customer success efforts.

Customer Success 52

Customer Success Financial Metrics Multi-Channel 52

West Monroe

NOVEMBER 20, 2023

Listen to "Customer Success as a Revenue Driver" on Spreaker. About the episode How do you define a strong customer success mindset and what are the benefits? The discussion also touches on the challenges of adopting a customer-first mindset and the significance of digital tools in enhancing customer success efforts.

Customer Success 52

Customer Success Financial Metrics Multi-Channel 52

NobelBiz

APRIL 3, 2023

“Besides freeing up a considerable amount of agent time and creating a better overall customer experience, a self-service solution for contact centers can also be the foundation for considerable cost savings.” – Carl Stuerke. .

Self Service 52

Self Service Contact Center Knowledge Base Omni-Channel 52

ChurnZero

JANUARY 29, 2021

. As a Customer Success professional, you talk to customers about your products and services all day, every day – whether it’s discussions about product adoption, value, or ROI. But if you want to have more than a one-dimensional relationship with your customer, only talking about your product isn’t enough.

How To 98

How To Banking Customer Success NPS 98

West Monroe

OCTOBER 19, 2023

Transformation is key to building agility and maintaining growth amid challenges such as a shrinking labor force. But by 2030, they expect digital operations to deliver tangible benefits in the form of speed and flexibility, customer satisfaction, and financial returns. trillion by 2026—representing a 57% increase from 2023.

ROI 52

ROI Technology Strategy Return on Investment 52

Kayako

MARCH 21, 2017

In the age of disloyalty , it’s easy for your customer to jump ship from one subscription business or ecommerce store to another. How do you make a customer feel respected and gain their trust? Customer trust is a reciprocal behavior to what they receive. Why customer trust is important for brand loyalty. Donald Porter.

Interaction 211

Interaction How To Self Service Customers 211

Stella Connect

MARCH 30, 2022

Agent engagement is one of the biggest drivers of improving customer service and reducing attrition. Customer service leaders know it’s critical to recognize and reward top performance, but many of them lack a complete rewards program. Nixed the idea of a call center rewards program for similar reasons?

Rewards Programs 52

Rewards Programs Call Center How To Contact Center 52

Gainsight

OCTOBER 17, 2023

Customer Success professionals are under more pressure than ever. Secure more renewals and customer expansion opportunities. Here’s the thing: The economic headwinds and premium on efficiency mean company leadership is asking Customer Success Managers (CSMs) and other customer-facing teams to do more with less.

Resources 52

Resources How To Video Course 52

BirdEye

APRIL 3, 2023

However, rising oil prices and a lacking infrastructure made this type of transportation difficult. That said, there are other great reasons to learn how to draft a business plan: Business plans have value as internal documents to help guide the operations and activities of the company. Table of contents What is a business plan?

Examples 52

Examples How To Financial Analysis 52

Alliance by IFS

JANUARY 31, 2019

To maintain stringent compliance and meet growing customer expectations, industry leaders turn to software that can provide improved field worker productivity while remaining agile enough to respond to regulatory changes. 22% of organizations claim customers are already demanding more modern, outcome-based service contracts.

Industry 50

Industry Report Software Customer Satisfaction 50

Alida

JANUARY 18, 2017

To re-invigorate sales, automakers and dealers must address the factors that contribute to customer frustration. To provide a better shopping experience, automakers need to focus on pain points in the customer journey. For the past century, cars have been an integral part of the American dream. All of that’s about to change.

Company 100

Company Automotive Retail Competitive Advantage 100

Call Experts

NOVEMBER 28, 2018

If we look at the surveys, the biggest challenge to the adoption of AI is related to strategy development and managing return on investment. It is challenging to design end-to-end AI solutions and understand functional silos. It is challenging to design end-to-end AI solutions and understand functional silos.

Call Center 58

Call Center Conference Contact Center Return on Investment 58

Integrity Solutions

MARCH 9, 2022

They’re beginning to question what value they can bring in a multichannel world where customers can find any information they need from an internet search and a cognitive agent. And high turnover can impact your customer’s perception of your brand and their confidence in your ability to meet their needs.

Sales 75

Sales Culture Training Leadership 75

Bold360

NOVEMBER 25, 2019

The importance of frontline, customer-facing employees cannot be understated. As the people who directly engage with customers on phone or in person, they are at the forefront of your company as the face of your brand. Here’s a sneak-peek at what Ovum found and what a customer care team manager like you is experiencing.

Knowledge Base 40

Knowledge Base How To First Call Resolution Call Center 40

Integrity Solutions

MAY 20, 2019

One of the biggest issues on the minds of L&D professionals working in and with financial institutions today: What separates the most effective tellers, CSRs, loan officers and other bank and credit union employees from all the rest? Others just assume the customer won’t want or need any additional products, so they don’t even go there.

Sales 74

Sales Banking Financial Training 74

BirdEye

JUNE 21, 2023

A competitor analysis evaluates the choices your customers have when shopping for your product or service. It would be nice if simply producing a quality product and delivering exceptional customer service were all you need to ensure that your doors never close. ” That’s where competitor analysis comes into play.

Analysis 98

Analysis Social Media Hotels Competitive Advantage 98

Amity

OCTOBER 3, 2016

The following is part of a conversation about Customer Success Management (CSM) between Amity and Jason Whitehead, CEO of Tri Tuns. Jason brings the perspective of the consulting methods and approaches CSMs should employ to drive user adoption and ROI with their customers. Jason: The first 90 days of an implementation are critical.

ROI 76

ROI System Roadmap Measurement 76

West Monroe

JANUARY 24, 2023

Our perspective: The companies that come out on top this year—and in the future—will be those that manage to mitigate near-term risks while still achieving quick wins and making long-term gains. Let’s set the scene: The past few years have been an economic rollercoaster. That’s not to say you should shoot for the moon.

Strategy 52

Strategy Innovation e-support Healthcare 52

Magellan Solutions

APRIL 1, 2020

Ask these people who failed big in life and they would show you how you can see your biggest strength when you’re pulled into the rock bottom. Without customers, businesses are forced to stop operations which can then lead to layoffs to skyrocketing unemployment applications. This limitation comes with a price.

Government 52

Government Leadership Management Social Media 52

CSM Magazine

NOVEMBER 19, 2019

The role of the Customer Service agent is expanding as organisations realise their contact centre houses valuable skills that can be utilised across the business. A recruitment shift is happening in customer services. Direct customer interaction often starts in the contact centre. The challenge is to retain it.

Social Media 40

Social Media Training Feedback Banking 40

Integrity Solutions

MAY 24, 2023

Sales Training – at its heart – should be about learning to uncover and identify customer needs, thus creating value and providing service. Selling is about helping customers make buying decisions that are in their best interests. The most important variable in the success of any salesperson is themselves.

Training 52

Training Sales Culture Management 52

ClientSuccess

NOVEMBER 20, 2019

It involves any and all touch points an individual or customer account may have with the company, including (but not limited to) social media, in-person training, over the phone/web support, and sales meetings. . While every company desires purely positive feedback, negative client experiences don’t have to be the end all be all.

Tips 45

Tips Social Media Feedback Training 45

SurveySparrow

JANUARY 28, 2020

That’s probably been the biggest challenge we’ve faced: pushback from people who want or expect, it to be easy.”. Your lifelong passion for customer experience (CX) has led you to create Heart of the Customer – a firm that assists companies in increasing customer engagement. So let’s jump in!

Customer Journeys 52

Customer Journeys Net Promoter Score Effort Score Customers 52

AWS Machine Learning

SEPTEMBER 19, 2023

Multi-modal data is a valuable component of the financial industry, encompassing market, economic, customer, news and social media, and risk data. Financial organizations generate, collect, and use this data to gain insights into financial operations, make better decisions, and improve performance.

Financial 103

Financial Multi-Channel Marketing Analysis 103

ClientSuccess

NOVEMBER 20, 2019

It involves any and all touch points an individual or customer account may have with the company, including (but not limited to) social media, in-person training, over the phone/web support, and sales meetings. . While every company desires purely positive feedback, negative client experiences don’t have to be the end all be all.

Tips 40

Tips Social Media Feedback Training 40

ProProfs Chat

FEBRUARY 7, 2020

Everyone says that customer support used to be easy. For an 18th century blacksmith, the questions and concerns from customers were pretty simple. At least it was obvious that customers would simply walk to the store whenever they needed support. . Customer support is not rocket science. Customer Support Defined.

Multi-Channel 106

Multi-Channel Knowledge Base Customers Social Media 106