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Operating a growing call center operation involves logging and assessing myriad moving elements at once. It can be close to impossible to manage these critical success factors without help from specialized software. At the heart of most technological optimizations implemented within a successful call center are fine-tuned metrics. Keeping tabs on the right metrics can make consistent improvement notably simpler over the long term.
Aircall, “ the phone system for modern business ,” goes far beyond the call centers of old by playing well with third-party integrations that allow companies to do everything from viewing customers’ history and call transcripts in their CRM to making or receiving calls directly within Intercom Messenger. These next-gen capabilities make it an extremely valuable company for the future of work, and investors agree: yesterday, Aircall announced a successful $65 million Series C round, bringing thei
It seems logical to do what everyone else is doing successfully when you get into business. It makes no sense at all to do it differently, does it? It won’t be good for your career, your team, or your bottom line. So why is it that doing something different does create such success for specific brands? We discussed the surprising way that new ideas that seem crazy can do amazing things for your brand in a recent podcast.
Does your call center feel more like a burden than an asset? You’re not alone — contact center managers often find themselves faced with tough challenges, including clunky technology, dysfunctional processes, and less-than-happy customers. How can you turn your contact center into a highly efficient part of your business? The first step is to consider the root problems — the vast majority of challenges you will encounter boil down to customer experience, call distribution, technology, and the we
What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
At the heart of every growing organization are its employees. The very people who keep businesses functioning and evolving are all too often overlooked to primarily focus on satisfying paying customers. However, it is of critical importance that every employee’s experience with your company be taken seriously. Maximizing the value your employees derive from their roles within your organization on a daily basis – satisfaction, engagement , accomplishment, community and more – has the potent
What is the average Customer Success Manager Salary? More and more SaaS businesses are realizing the value of having a customer success team to ensure the continued success of their customers. Successful customers are more likely to renew and pay more through renewals and expansion, ensuring a steady revenue growth for SaaS businesses. However, despite the increase in the demand for an effective customer success manager and teams, there is no standardized incentive model to compensate them.
Were you surprised to read the title of this post? Do you believe that using technology to understand customers is the only way today? Then let me explain why I believe it’s not quite that simple. . In today’s data-rich environment I’m not really suggesting that you actually ignore data nor technology! However, in working with clients around the world as well as in numerous industries, I have found that many are lost by the wealth of information that is available to them.
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Were you surprised to read the title of this post? Do you believe that using technology to understand customers is the only way today? Then let me explain why I believe it’s not quite that simple. . In today’s data-rich environment I’m not really suggesting that you actually ignore data nor technology! However, in working with clients around the world as well as in numerous industries, I have found that many are lost by the wealth of information that is available to them.
1. Feature Article Your Customer Experience in the New Normal By Dave Murray, Senior Customer Experience Consultant In these uncertain and unprecedented times, organizations have to figure out how to walk the tightrope of managing cashflow and how to invest in key training that will allow them to pull away from their competition. At the. Read Full Article.
Call centers and contact centers operate within the same general field of customer support and outreach. However, the two are not exactly the same. Call centers came first, focusing employees on handling large streams of customer calls at once. More modern contact centers effectively do the same while incorporating a few key differences to better harness emerging options in communication and analytics.
“All creativity should communicate in a nanosecond.” So says George Lois, the “original Mad Man of Madison Avenue,” in his book, Damn Good Advice (for people with talent). He’s talking about advertising, but his recommendation applies to any organizational communication – especially in customer experience. There’s no time to waste I’ve written about the […].
The Surprising Power of Ideas That Don’t Make Sense Part 1. If you go into business, you probably have checked out what the competition is doing first. In many cases, you might be tempted to do the same thing. After all, it is working, at least to some extent. However, we think that taking a different tack, choosing a different road, or embracing that idea that doesn’t make sense, will be a way to create competitive differentiation that you would otherwise not have.
Speaker: Benjamin Woll, Tiffany Spizzo, and Jaime Santos Alcón
Enterprise commerce is at an inflection point. Rigid, monolithic platforms slow brands down, but a full replatforming is disruptive and costly. Modular architecture offers a flexible, scalable alternative - allowing enterprise brands to modernize without ripping and replacing their entire stack. Learn how a composable approach helps modernize commerce stacks while maintaining control over critical systems.
WFO Trends in 2020. 2019 was the year of artificial intelligence (AI), automation and analytics, a trend that has continued in 2020 and into the foreseeable future, despite the pandemic. Vendors are making large research and development (R&D) investments in these product areas, and end users are eager to realize the proven benefits from automation and the promised payback from AI. .
“Customer experience” is how many brands are building business today. With an eye toward creating more than just an interaction with their customers, companies strive to serve a holistic experience with the end user. The people on their support team, and the tools those people use, can play a big part in that effort. Customers engage with companies in more ways than ever before, creating a huge stream of user data that, in an ideal world, is neatly collated in order to provide the best experienc
In Part 1 of our two-part series, we discussed some important steps for better understanding your customers. Having a happy customer is one thing, but how do you go about creating a relationship with a customer where you both feel like each other’s champion? Taking the relationship to the next level where you fight for a customer on the front lines during internal discussions may seem strange at first, but it can be well worth it when in the future the customer fights for you to win new business
Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.
There is no doubt that the first half of 2020 didn’t pan out quite as planned. Nearly every single SaaS organization was forced to switch to fully remote operations over the last few months, moving everything from product to sales to, yes, customer success online. These changes have been jarring in a few ways: First, many SaaS organizations pride themselves on (and sell their employees on) in-office perks and benefits that prioritize professional in-person connections.
The continuing uncertainty caused by the COVID-19 challenge is likely creating anxiety among your customers, just as it may be within your own enterprise. Your customers need to hear the voice of a leader right now, with a clear, practical plan for the times ahead. The scale of the current health crisis may be unparalleled, but we have all dealt with the challenge of how to retain at-risk customers before, even if there may be more of them than usual at the moment.
Creating strong relationships with your customers isn’t something that happens overnight. And, every customer has a unique personality and perspective on business relationships. Ever been around a group of young pups? They may have the same parents and even look alike (i.e. adorable with tiny floppy ears) but talk about some unique personalities! It takes time and effort to understand individual pups and businesses alike, but once you do the end result is very rewarding.
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
The challenges of working in a team are always there, no matter where it is located. Apart from its significant advantages, virtual teams have their share of challenges. Specifically, the top virtual team challenges that companies often face relate to collaboration across different time zones, communication gaps, building relationships, and lack of team engagement. ( CultureWizard ).
Every organization – regardless of size, industry or type of product – experiences challenges when developing and optimizing their customer strategy. Whether you are just building the foundation of your customer success team or are looking for ways to scale and drive growth, there are obstacles that require the full support of your organization to tackle.
What makes you stand out from the rest in your industry? It can’t just be the price. It can’t just be the product. Think fans first. Think not just customer experience – but remarkable customer experience. But what kind of experience would make you different? How do you keep your customers wanting more? Today, Jesse. Read Full Article. The post 005: How to Be the ONLY in Your Industry with Jesse Cole appeared first on The DiJulius Group.
Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
Key performance indicators (KPIs) are measurements that show how effectively a company is achieving its goals. KPIs can be used to measure the success of a company’s customer service strategy, the quality and effectiveness of its support, how well its agents are performing, and more. Measuring KPIs is like taking your car to the mechanic. Sometimes you do it to diagnose a specific problem, while other times you do it to make sure that everything is running smoothly and see what could be improved
Two weeks ago, we launched the Horizon Experience, Gainsight’s simple, intuitive, and beautiful new product experience. In previous posts , we shared our design values and our approach to implementing the experience. But what happens when you acquire a product that has a completely different user experience? Today I’ll share some thoughts around how we are marching forward toward a fresher, more unified experience in Gainsight PX.
Are you and your organization focused on leadership, or you focused on the byproducts of leadership? The biggest obstacle organizations are facing today when it comes to leadership is that they’re getting too wrapped up in the rate of return ($$$), rather than the rate of return of the value that they’re providing. We’ve got. Read Full Article.
Register to the webinar for your region. Australia: 28th May @ 11am AEST. Europe: 28th May @ 11am BST. North America: 28th May @ 11am EDT. There’s more to customer experience than analytics – but it’s a great place to start! With the ever-growing data mountain that encompasses most corporations, it’s imperative to have an analyst on the team who can evaluate the information accurately, communicate it to the right people in the most digestible format, so necessary action c
Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever
“Customer experience” is how many brands are building business today. With an eye toward creating more than just an interaction with their customers, companies strive to serve a holistic experience with the end user. The people on their support team, and the tools those people use, can play a big part in that effort. Customers engage with companies in more ways than ever before, creating a huge stream of user data that, in an ideal world, is neatly collated in order to provide the best experienc
I don’t know about you but life these days is confusing. Every week is full of mixed signals. Case counts are dropping in some places. And they are flaring up in others. Therapies look promising. Until they don’t. The stock market is soaring. Yet unemployment is too. More than ever in the history of my 20+ year business career, I find myself asking the question “which way is up?
Managing Complexity. In the late 00’s Michelle Barton and Kathleen Sutcliffe carried out a study of wildfires in the US. They wanted to understand why some fires were well controlled and brought to a swift and happy conclusion, whilst others ran out of control causing millions of dollars of damage to thousands of acres of land. They interviewed 28 firefighters from the north and south western states.
Question: Our contact center agents are working from home due to COVID-19 and many want to make it a permanent move. What technology will help us manage this shift? Answer: Transitioning to contact center as a service (CCaaS) infrastructure solutions will help provide flexibility for “hybrid” in-office/at-home contact centers, which are expected to be part of the new normal.
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.
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