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. We’ll cover these below, along with five best practices to follow when bringing a new customer success manager aboard your team.
Lumoa
OCTOBER 20, 2022
It’s no secret that customer experience is key to a company’s success. But what may be surprising is that as businesses compete more and more for customers, customer experience is becoming the new competitive battleground. . What does this mean for companies? It means that in order to stay ahead, they need to focus on delivering not just a good product or service, but a great customer experience as well.
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Inside Customer Service
OCTOBER 20, 2022
"Who was it?! Who's making us look bad?!" The employee was furious at her coworkers, and she let everyone in the customer service training class know it. I was facilitating the class. The night before, I had completed a mystery shop on five random employees at the client's request. The class was shocked when I revealed the dismal results. Nobody passed.
Callminer
OCTOBER 18, 2022
Join us for LISTEN in Miami, Oct. 31 - Nov. 2, to hear about our product roadmap and how we're supporting experience management use cases, including customer, product and brand experience.
Speaker: Michael Veatch, Senior Director, Implementations & Ella Aguirre, Director of Solution Consulting
Embedding payments can be a transformative step for software companies looking to enhance their platform capabilities, boost customer satisfaction, and drive long-term growth. However, the success of payments hinges on a single thing: implementation. Drawing on real-world insights and experiences, payments implementation experts Michael Veatch and Ella Aguirre will explore actionable strategies that can lead to a transparent, friction-free launch and mitigate potential challenges like technical
Adrian Swinscoe
OCTOBER 21, 2022
This is a guest post by Lara Khouri, founder of there is no spoon, a boutique people experience and change leadership consultancy. It is the first […]. The post Why skills training your customer service team doesn’t work first appeared on Adrian Swinscoe.
The Belding Group
OCTOBER 20, 2022
Outward focus is our guide to staying on the tightrope. When your customer is the focus of your thoughts, actions and words, creating outstanding customer experiences becomes easier. But it’s not easy. Shaun Belding | www.shaunbelding.com.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Callminer
OCTOBER 17, 2022
Optimizing customer experience in the digital age requires a process of continuous improvement. Read on to learn more about making the most of your CX strategy.
Adrian Swinscoe
OCTOBER 17, 2022
Today’s interview is with Joe Andrews and Martin Schneider. Joe is the Chief Marketing Officer and Martin is the Chief Evangelist and Head of Solutions Marketing […]. The post Product Led Growth (PLG) is missing a pillar – Interview with Joe Andrews and Martin Schneider of SupportLogic first appeared on Adrian Swinscoe.
Fonolo
OCTOBER 20, 2022
The great migration of contact centers transitioning from on-site to hybrid work environments isn’t slowing down–and an air-tight call center security strategy has never mattered more. There’s a staggering amount of sensitive information that flows through a contact center every day. The personal email addresses, passwords, and credit card numbers that are all in a day’s work for a call center, are very desirable to cyber criminals.
The Belding Group
OCTOBER 19, 2022
An outward focus, defined simply, is placing the needs of other people at a higher priority than our own. The classic example is the story of Sir Walter Raleigh. Shaun Belding | www.shaunbelding.com.
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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
Callminer
OCTOBER 21, 2022
CallMiner's VP of Product Management shares highlights from release 2022.10, including Coach enhancements, new Solutions Catalogue language support, and screen capture ingestion and playback.
Steven Van Belleghem
OCTOBER 17, 2022
These Summer holidays, my company nexxworks’ team visited Teleperformance’s “Global Esports Arena and Metaverse Center of Excellence” in Lisbon. For the moment, this metaverse-oriented eSports arena may not immediately mean something for Teleperformance’s core business – which is customer acquisition management, customer care, technical support, debt collection, social media services, and other services – but that’s not why they introduced the concept.
CSAT.AI
OCTOBER 19, 2022
Phrase based models use natural language processing (NLP) and machine learning which allow AI to derive meaning from human language. This is a powerful customer service technology in multiple ways. The Power of NLP. NLP is a branch of computer science focused on enabling AI to interpret and respond to human language at a human ability level. People are trained all of their lives to use language and automatically assess words in context.
Shep Hyken
OCTOBER 19, 2022
There are many definitions of the term brand. One of my favorites is this: A brand is a promised delivered. . Is what you’re known for delivered consistently? Consider Ace Hardware, whose brand promise is The Helpful Hardware Place. When you visit an Ace Hardware store, do they keep their promise? Are they helpful? Based on all their awards and the comments from happy customers posted on social channels, they deliver. .
Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin
As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.
Zendesk
OCTOBER 18, 2022
It’s more important than ever for businesses to create strong customer connections. In today’s competitive landscape, companies need to connect with their audience if they want to stand out from the crowd, retain customers, and build loyalty. In the Zendesk Customer Experience Trends Report 2022 , 60 percent of companies stated that succeeding at wowing customers has improved their customer retention.
Zonka Feedback
OCTOBER 18, 2022
The Net Promoter Score is the most popular CX metric that businesses across the globe use to measure customers’ loyalty. It can be measured using an NPS survey that enables customers to rate their experiences and also share the reason for their scores.
Conversation Agent
OCTOBER 17, 2022
It's 1860, the year before the end of “Kingdom of the Two Sicilies.” In 1814, the Congress of Vienna had put together the Kingdom of Naples (the southern half of Italy's “boot”) and the Kingdom of Sicily under the rule of a Bourbon, in Naples. This is the backdrop for a spellbinding story. “For everything to stay the same, everything has to change,” says Tancredi in Giuseppe di Lampedusa’s 1963 novel, The Leopard.
Shep Hyken
OCTOBER 18, 2022
The Leader’s Playlist. How Memories, Experiences, and Patterns Impact Leadership Style. Shep Hyken interviews Susan Drumm, CEO & Chief Empowerment Officer of Meritage Leadership Development and the author of The Leader’s Playlist: Unleash the Power of Music and Neuroscience to Transform Your Leadership and Your Life. She shares how to use music to improve your leadership style and make the changes that no longer serve you.
Speaker: Miriam Connaughton and Donald Knight
As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.
Zendesk
OCTOBER 17, 2022
Workers on production lines, assembling industrial goods with wrenches is one image that usually comes to mind when people think of the manufacturing industry. But now that we’re in what’s being described as the Fourth Industrial Revolution, that visual is as outdated as the steam engine. According to the World Economic Forum , “the first industrial revolution used water and steam power to mechanize production.
Fonolo
OCTOBER 18, 2022
Agents are the key to a successful call center—that’s no secret. But it takes more than hiring the right individuals to reach your goals. People management is a big part of running a successful call center, including managing employee absences, both scheduled and unscheduled. While it’s normal for agents to take an occasional sick or personal day, extended time away from work can directly affect your KPIs and other performance metrics.
Comm100
OCTOBER 19, 2022
Chatbots are quickly becoming a long-term solution for customer service across all industries. A good chatbot will deliver exceptional value to your customers during their buying journey. It boosts customer engagement because it’s quick, simple, and puts the user in the driver’s seat. But you can only deliver that positive value by making sure your chatbot features offer the best possible customer experience.
Beyond Philosophy
OCTOBER 15, 2022
Organizations need to embrace that emotional side of their experiences. Not only to design an experience that surprises and delights their customers, but also so their Artificial Intelligence works to provide useable insight. Combining the emotional data into the formula with concepts from the behavioral science side will make it so organizations can understand what and why their customers do what they do.
Speaker: Jennifer Wright and Nick Barron
2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt
The DiJulius Group
OCTOBER 17, 2022
There are business experiences that people enjoy such as a visit to Starbucks, a weekend at The Ritz-Carlton, shopping at Nordstrom, or a visit to the spa. All are examples of “happy spending” Then there are businesses that consumers dread and wish to avoid. In fact, it frustrates them when it’s necessary to “waste” their.
Conversation Agent
OCTOBER 21, 2022
Instead of investigating the funneling of Euroscepticism into Brexit and the reasons why Britain, once a land of ambitious colonizers, is descending into a dramatic spiral, The Economist decides to make fun of Italy. Perhaps cucumber on pizza (must be a British thing) can paper over the Government's embarrassment for the ridiculous twists and turns of the last few days.
ClientSuccess
OCTOBER 18, 2022
As the importance of customer success – and the role of customer success managers – has grown over the past few years, more and more responsibility is falling into the laps of CSMs. Managing customer accounts is no longer contained to spearheading implementation and being on call to help customers through issues. Modern CSMs are now responsible for the full spectrum of customer conversations, including those trickier ones that may center around strategic initiatives such as renewals, upsells, ex
Shep Hyken
OCTOBER 21, 2022
This week, we feature an article by Eleanor Hecks , editor-in-chief of Designerly Magazine. She’s also a web design consultant focusing on customer experience and user interface. She shares how customer experience is a valuable marketing strategy. If your business follows marketing best practices, you’re probably already implementing user research, collecting customer data, and targeting customers with personalized messaging.
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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.
MyCustomer Experience
OCTOBER 18, 2022
Looking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job. 18th Oct 2022. By Rhys Fisher Staff Writer.
Zendesk
OCTOBER 20, 2022
Striking up a conversation with a stranger can feel daunting. If you’ve ever stumbled over your words asking for directions or dared to invite someone you like for a coffee, you know the feeling. For sales reps, especially those new to the game, finding the right questions to ask is half the battle. Enter the probing question—a sales tactic that will help your team seal more deals.
Execs In The Know
OCTOBER 20, 2022
Your guide to securing the right-fit contact center provider when it comes to culture and employee experience. In today’s tight labor market, creating a contact center where people love to work is a major competitive advantage. Workplaces with great culture foster better collaboration, innovation, and customer satisfaction—and, in large part, that’s because they’re able to attract and retain the best talent. .
The DiJulius Group
OCTOBER 19, 2022
This guest article is brought to you by Nobelbiz.com, a sponsor at the 2022 Customer Service Revolution. We are happy to announce that NobelBiz has partnered with Customer Dynamics, the #1 TCPA compliance innovator, to futureproof its contact center technology ecosystem. Integrating Customer Dynamics’ Safe Select tool, NobelBiz OMNI+ now allows contact centers to run omnichannel.
Speaker: Evelyn Chou
Choosing the right business intelligence (BI) platform can feel like navigating a maze of features, promises, and technical jargon. With so many options available, how can you ensure you’re making the right decision for your organization’s unique needs? 🤔 This webinar brings together expert insights to break down the complexities of BI solution vetting.
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