Amity

AUGUST 5, 2016

Prior to joining Achievers, I worked at several other successful software companies in the area of customer enablement and best practices, I knew that I loved working directly with customers, and that I had the skills and the passion to stay even more closely connected to them. Did they hit their goals?

Enterprise 91

Enterprise Employee engagement Metrics Best practices 91

Callminer

SEPTEMBER 5, 2017

He believes that communicating with people over the Internet should be as simple an in-person interaction. Additionally, supporting the largest consumer group, the well-researched, impatient digital natives looking for quick and convenient solutions and hyper-personal experiences, is challenging. Nicholas Piël. Billie Jean Bateson.

Call Center 140

Call Center call center software outsourcing Coaching 140

Totango

DECEMBER 21, 2017

Being in customer success, I know many best practices and playbooks, but the thought that there are new things I could be doing to see faster and bigger impact interests me. We plan to use the learnings and best practices and implement them wherever we can. I love that! Divide and Conquer for Maximum Learning.

Best practices 48

Best practices Customer centricity Education Consulting 48

Comm100

NOVEMBER 13, 2022

Customers now use an average of nine different channels to connect with companies, and they expect the support they receive on these channels to be fast, convenient and personalized. This access to information doesn’t just help the agent to respond faster – it also empowers the agent to deliver more helpful and personalized support.

Customer Service 98

Customer Service Multichannel Chatbots Healthcare 98

Amity

MAY 15, 2017

Prior to joining Achievers , I worked at several other successful software companies in the area of customer enablement and best practices, I knew that I loved working directly with customers, and that I had the skills and the passion to stay even more closely connected to them. - David Apple , VP of Customer Success at Typeform.

Sales 71

Sales Consulting Consulting SaaS 71

Amity

MARCH 1, 2016

Internal communication is really important because if you’re so focused on a particular segment, sometimes you lose the ability to learn best practices that other individuals in other segments are gaining. When I started back in 2011, we weren’t called Customer Success Managers. We have a clearly defined mission.

Personalization 91

Personalization Metrics Best practices Construction 91

Totango

JANUARY 22, 2018

Customer Success Summit brings together the best and brightest minds in Customer Success. Our world-class speaker lineup for 2018 Customer Success Summit will share the impressive business results that customer success best practices should deliver. Krista Glantschnig. VP, Global Head Digital Customer Engagement.

Consulting 48

Consulting Consulting Education Best practices 48

Noble Systems

MAY 11, 2021

Many think that speech recognition began with the advent of Siri from Apple in 2011. The personal computer propelled speech recognition in the 1990s, which is when BellSouth introduced its voice portal, VAL. Businesses in a variety of industries rely on ASR to direct callers to the right department or person through an IVR system.

Analytics 52

Analytics Interactive Voice Response Coaching Self service 52

Eptica

JUNE 14, 2017

She pointed out that social customer service has been going through five stages: Initial (around 2011) – companies begin to play with social media to see what it can do for customer service. Share this page on: Tweet.

Customer Service 48

Customer Service B2C Best practices CRM 48

IdeasUnlimited

NOVEMBER 3, 2020

One thing that is for sure though is that the best practices for SEO are constantly changing. As of 2011’s Panda algorithm update , Google has shifted its focus towards favoring high quality, low volume content. The 2011 update will make sure that such pages appear as low as possible in the search result. Why is that?

Engineering 52

Engineering Morale Marketing Best practices 52

IdeasUnlimited

NOVEMBER 3, 2020

One thing that is for sure though is that the best practices for SEO are constantly changing. As of 2011’s Panda algorithm update , Google has shifted its focus towards favoring high quality, low volume content. The 2011 update will make sure that such pages appear as low as possible in the search result. Why is that?

Engineering 52

Engineering Morale Marketing Best practices 52

ijgolding

DECEMBER 14, 2017

However, it was not until 2011, with the creation of the Customer Experience Professionals Association (CXPA), that the role became officially recognised as a profession. Every week, I personally continue to have experiences that frustrate, annoy and sadden me. This is not to say that there are exceptions – of course there are.

Customer Experience 65

Customer Experience Customer centricity Banking Education 65

Amity

FEBRUARY 10, 2017

At Oracle Marketing Cloud we’ve undergone an effort to integrate various technologies into a single platform that enables our customers to accelerate and optimize the way they find and nurture prospects in a more personalized, targeted, and automated way. Another success is personal engagement.

Marketing 80

Marketing Customer centricity Coaching Sales 80

Comm100

FEBRUARY 1, 2023

When students are more comfortable with online interactions than in-person ones, bringing higher ed live chat to colleges and universities is the only way to meet students on their terms. Personalization of services Personalization is becoming increasingly important across all customer service, including student services in higher education.

Education 75

Education Wait times Personalization Surveys 75

Comm100

MARCH 27, 2023

This enables agents to give students attention when needed, providing the personalization and care that today’s students expect. Route students to the best agent for the job 75% of Gen Z expect to solve complex problems by talking to one person. Bots that are built to connect students with resources proactively.

Education 91

Education Chatbots Wait times Surveys 91

Branch Mesenger

JANUARY 17, 2018

This past year, retailers scored a huge touchdown of their own when consumers boosted holiday sales to help retailers experience one of the most successful holiday shopping seasons since 2011. Retraining staff is also a time of resetting routines and putting in place best practices. Think of this process as a doctor’s visit.

Sales 48

Sales Best practices Marketing Personalization 48

delighted

APRIL 19, 2019

Try 30, 60, or 90 day intervals, and see which is the best fit for your business and customers. Survey distribution can happen in person, over the phone, on a kiosk, via text , or digitally. No matter which transactional survey type you choose, survey distribution best practices are similar. Transactional CES surveys.

Surveys 60

Surveys Customer Experience Feedback Metrics 60

C Space

MAY 7, 2020

Ultimate and Kronos have established an Employee Relief Fund for employees who are severely impacted by this pandemic, funding this program with a minimum commitment of $1 million dollars, and matching any employee personal donations to the fund dollar for dollar, up to another $500,000.

Healthcare 52

Healthcare Entertainment Surveys Morale 52

bold360 Blog

NOVEMBER 25, 2019

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. Lisa’s Take: When Lisa started at LogMeIn in 2011, the call center was much smaller. Many companies will personalize their AI interface to encourage organizational buy-in.

First call resolution 40

First call resolution Morale Call Center Customer retention 40

Netomi

JANUARY 5, 2022

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. A Renaissance Golf Resort, MI, recognized as one of the World’s Best Hotels by Travel+Leisure magazine. Denise Lee Yohn.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

NobelBiz

JUNE 26, 2023

Learn more about the best practices in contact center staffing, how to increase agent satisfaction & retention, and many more call center human resources tips and tricks. If your human resources department is lagging behind, we encourage you to watch two webinar episodes that can take your game to the next level.

Call Center 52

Call Center Interactive Voice Response call center software Contact Center 52

delighted

APRIL 19, 2019

Try 30, 60, or 90 day intervals, and see which is the best fit for your business and customers. Survey distribution can happen in person, over the phone, on a kiosk, via text , or digitally. No matter which transactional survey type you choose, survey distribution best practices are similar. Transactional CES surveys.

Surveys 40

Surveys Customer Experience Feedback Metrics 40

Comm100

NOVEMBER 23, 2020

HelpScout is a help desk software solution that was founded in 2011. Intercom was founded in California in 2011 by four Irish designers and engineers. Outseta is also a startup, meaning that the cofounder, Geoff Roberts, personally contacts customers. There is a free version of Hubspot available with limited functionality.

Chatbots 52

Chatbots Enterprise CRM Customer Support 52

Balto

OCTOBER 31, 2022

Here’s what we found: Both managers and agents ranked 1-on-1 training as the most effective onboarding tool; no matter how you slice the data, a personalized experience is the best experience. 2 out of 3 agents want to change their onboarding to make it more personalized, thorough, and engaging. Use Onboarding to Get Personal.

Contact Center 52

Contact Center Surveys Coaching Telecommunications 52

Balto

FEBRUARY 6, 2023

One respondent shared: “[The contact center] fits my personality and helps me with my social anxiety problems by forcing me to speak to strangers while also not having to be face to face.” For agents, it’s an important change of perspective: they need to stay engaged and understand best practices in a way that’s coachable to other agents.

Contact Center 52

Contact Center Coaching Surveys Scripts 52

Customer Interactions

AUGUST 7, 2014

As a coach/mentor/trainer, he enthusiastically shares best practices with trainees and co-workers. He was the PCC’s organizer and lead person in the 2010, 2011 and 2012 fundraisers to fight against prostate cancer. His efforts in 2011 helped raise over $4000 for prostate cancer research.

Telecommunications 31

Telecommunications Construction Morale Technical Support 31