ShepHyken

JUNE 7, 2021

My Comment: Jeannie Walters is no stranger to this weekly roundup of the best customer service and CX articles of the week. My take is that the interview is combining elements of a survey and focus group. How to Upsell and Cross-Sell (4 Best Practices) by Jared Atchison. Interesting concept!

Customer Service 357

Customer Service Customer centricity Government Upselling 357

AWS Machine Learning

NOVEMBER 14, 2024

For a multi-account environment, you can track costs at an AWS account level to associate expenses. A combination of an AWS account and tags provides the best results. For multiple accounts, assign mandatory tags to each one, identifying its purpose and the owner responsible.

Government 89

Government Best practices Accountability APIs 89

Callminer

NOVEMBER 9, 2020

Further, malicious callers can manipulate customer service agents and automated systems to change account information, transfer money and more. Some fraudsters build a rapport with a particular agent or retail associate over time before requesting that they send a financial sum to their bank account.

Call Center 345

Call Center Banking Contact Center Accountability 345

Totango

AUGUST 9, 2022

This article will give you six best practices for optimizing your B2B customer segmentation. This lets B2B businesses customize their operations for groups of customers with common characteristics or personalize them for individual clients. Six Best Practices for B2B Customer Segmentation.

Best practices 103

Best practices B2B Journey mapping Upselling 103

Totango

AUGUST 11, 2021

Here are 7 digital customer experience best practices. For example, if data indicates that a customer has not completed their account profile, a workflow can be triggered which sends the customer a reminder and a link to a tutorial on how to finish their profile. Use Messaging Which Connects with Your Target Audience.

Best practices 118

Best practices Customer Experience Upselling Interactive Voice Response 118

Callminer

JULY 23, 2019

To empower call center leaders to improve agent feedback, we’ve rounded up 25 tips and best practices for delivering effective agent feedback. Check out some more information about agent performance from our vault here: Expert Tips & Best Practices for Effective Agent Feedback. Can they give customer discounts?

Best practices 140

Best practices Feedback Call Center Coaching 140

Totango

OCTOBER 25, 2022

CSMs may be divided into groups based on segmentation factors such as customer types, customer income levels, or geographical regions. Customer-facing CSMs who interact directly with customers and supervise customer accounts. Account Managers : These are CSMs assigned to individual customer accounts.

Best practices 98

Best practices Chief Customer Officer Customer centricity Sales 98

Fonolo

MARCH 12, 2020

Getting self-service right can have a big impact on your NPS score , so here are 5 best practices for helping your customers to help themselves: 1. Instant messaging groups are a great way for customers to get quick responses to their questions from other customers. Review Your Support Tickets. Make it Easy to Find.

Self service 118

Self service Best practices Customer Support Chatbots 118

ShepHyken

MAY 27, 2019

It’s also impacted consumer expectations, raising the bar on customer experience and holding businesses accountable to deliver. Ten Best Practices for Boosting Employee Engagement by CXAPP. Here’s a list of ten “best practices” to boost your employee engagement. by By Team Survaider.

Journey mapping 280

Journey mapping Customer Service Employee engagement Morale 280

Totango

JUNE 24, 2022

SaaS technology and supporting apps should be used to implement a data-driven approach to customer success, automate best practices, monitor results, and manage performance. To achieve performance goals, best practices should be defined and automated for each customer journey stage. Here are five keys to doing it right.

Best practices 106

Best practices SaaS Journey mapping B2C 106

Nicereply

DECEMBER 21, 2021

Let’s look at the best practices of how to manage customer feedback. Daily best practices for Support Managers. Adding tags to your feedback helps you to group important insights from customers. Weekly best practices for Support Managers and Teams. I keep a log and currently just copy and paste.

Best practices 98

Best practices Feedback Management Surveys 98

Beyond Philosophy

DECEMBER 6, 2019

Ensure that you take that into account when you make these decisions. One of the best practices I ever saw in an organization was having the top team deal with customer complaints. She made a lot of suggestions to the group about how they could change things to improve the Customer Experience.

Customer centricity 427

Customer centricity Airlines Consulting Consulting 427

AWS Machine Learning

OCTOBER 2, 2024

This two-part series explores best practices for building generative AI applications using Amazon Bedrock Agents. It’s also a best practice to collect any extra information that would be shared with the agent in a production system. None What is the balance for the account 1234? Your appointment ID is XXXX.

Best practices 86

Best practices APIs Metrics Accountability 86

CX Accelerator

DECEMBER 31, 2018

The specific challenge was as follows: How can we as leaders develop a healthy blend of compassion, flexibility, and empathy, while fostering the right amount of individual accountability inside of our teams? Best Practice: I worked with a client of mine a few years ago on a very intriguing project. What a fantastic question!

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

ChurnZero

MARCH 11, 2022

In that spirit, here are four email automation best practices you can use to take your Customer Success outreach up a notch. a customer exits a segment comprised of accounts who have not logged into the product in the last 90 days. Know the goal behind every email you send.

Best practices 96

Best practices Personalization Benchmark Accountability 96

ShepHyken

SEPTEMBER 20, 2019

A stand-alone customer support group can’t handle 100% of the issues they receive in the B2B industry. Customer Success / Account Management – Outside of support, this team interacts with customers the most frequently. Johnson who writes about the importance of cross-team collaboration when providing B2B customer support. .

B2B 287

B2B Customer Support CRM B2C 287

AWS Machine Learning

NOVEMBER 16, 2022

When designing production CI/CD pipelines, AWS recommends leveraging multiple accounts to isolate resources, contain security threats and simplify billing-and data science pipelines are no different. Some things to note in the preceding architecture: Accounts follow a principle of least privilege to follow security best practices.

Accountability 82

Accountability Best practices Scripts Engineering 82

AWS Machine Learning

MARCH 6, 2023

In this post, we dive into tips and best practices for successful LLM training on Amazon SageMaker Training. The post covers all the phases of an LLM training workload and describes associated infrastructure features and best practices. Some of the best practices in this post refer specifically to ml.p4d.24xlarge

Best practices 82

Best practices APIs Transportation Scripts 82

AWS Machine Learning

MARCH 13, 2024

With an increase in use cases and datasets using bucket policy statements, managing cross-account access per application is too complex and long for a bucket policy to accommodate. This post walks through the steps involved in configuring S3 Access Points to enable cross-account access from a SageMaker notebook instance.

Accountability 99

Accountability Engineering Enterprise Big data 99

Beyond Philosophy

DECEMBER 10, 2021

The book lays out some of the best practices for maintaining credibility for the Net Promoter System. Instead of complaining that people don’t use Net Promoter appropriately, Reichheld decided to present an alternative that’s an appropriate metric to hold people accountable.

Airlines 273

Airlines Metrics SaaS Accountability 273

ChurnZero

SEPTEMBER 27, 2024

That’s especially true when it comes to aligning everyone on outcomes and gathering the data to track and measure them, which requires a set of outcomes based customer success best practices. Using attendee questions from our recent webinar on outcomes based customer success, they’ve mapped out six best practices to follow.

Best practices 52

Best practices Accountability Sales Feedback 52

Callminer

MARCH 12, 2020

PCI-DSS stands for “Payment Card Industry Data Security Standards” and although it is not necessarily enforced at a governmental level in many jurisdictions, the PCI Security Standards Council holds companies accountable for failing to abide by established standards. The Six Goals of the PCI-DSS.

Call Center 182

Call Center Analytics Best practices Government 182

AWS Machine Learning

NOVEMBER 24, 2023

This post is co-written with Marc Neumann, Amor Steinberg and Marinus Krommenhoek from BMW Group. The BMW Group – headquartered in Munich, Germany – is driven by 149,000 employees worldwide and manufactures in over 30 production and assembly facilities across 15 countries.

Engineering 79

Engineering Analytics Self service Government 79

Callminer

JULY 30, 2018

Discounts offered to new customers are not automatically applied to your account (39%). By providing agents access to post-call analysis it will be possible to identify best practice and reinforce positive behaviour. There is no reward for contract renewal i.e. no reward for loyalty (45%).

Coaching 174

Coaching Best practices Analytics Surveys 174

CCNG

APRIL 19, 2023

Such an approach can, in turn, produce the following benefits: Improved/optimal team performance – the supervisor has more space to coach to results, inspire/develop employees to better performance, and hold those with lacking performance and behaviors accountable. The supervisor has space to engage with the team as a group and individually.

Contact Center 195

Contact Center CCNG Coaching Call Center 195

delighted

JUNE 8, 2021

You send option A to half of the test group, and option B to the second. After that, monitor your email marketing statistics, predominantly open rates, and use the best-performing subject line. When determining a winner, also take the click-to-open rate of the email into account. Split tests can include more segments than two.

Best practices 91

Best practices Surveys Feedback Construction 91

AWS Machine Learning

OCTOBER 30, 2023

The Amazon Bedrock VPC endpoint powered by AWS PrivateLink allows you to establish a private connection between the VPC in your account and the Amazon Bedrock service account. Use the following template to create the infrastructure stack Bedrock-GenAI-Stack in your AWS account. Choose Create endpoint. Choose Save.

APIs 130

APIs Big data Accountability Enterprise 130

AWS Machine Learning

MAY 31, 2024

Because Knowledge Bases for Amazon Bedrock is a fully managed RAG solution, no customer data is stored within the Amazon Bedrock service account permanently, and request details without prompts or responses are logged in Amazon CloudTrail. Model providers can’t access customer data in the deployment account. Who does GDPR apply to?

Best practices 116

Best practices APIs Accountability Personalization 116

The Northridge Group

JANUARY 9, 2020

Unfortunately, this approach fails to take into account that you cannot change behavior by measuring anything other than behavior. This is a coaching best practice to help agents achieve positive changes. The Northridge Group is a leading provider of Quality Program Redesign. Click here to learn more.

Customer Experience 131

Customer Experience Coaching First call resolution Metrics 131

AWS Machine Learning

FEBRUARY 21, 2023

In addition to choosing the right deployment strategy, that strategy should be implemented using a reliable mechanism that includes MLOps practices. In a broader model development picture, models are typically trained in a data science development account.

Best practices 70

Best practices Accountability Metrics Engineering 70

JustCall

SEPTEMBER 3, 2024

It is no wonder that businesses today prefer group texting to reach a large audience with minimal effort. But what makes group texting so effective? How to create a group text message? What is group texting? Group texting is a form of messaging that enables you to text two or more people simultaneously.

Education 52

Education Best practices Telecommunications Marketing 52

AWS Machine Learning

DECEMBER 14, 2023

If you want to learn how to build a production-scale prototype of your use case, reach out to your AWS account team to discuss a prototyping engagement. David Abekasis leads the data science team at ICL Group with a passion to educate others on data analysis and machine learning while helping solve business challenges.

Engineering 89

Engineering Big data outsourcing Education 89

Totango

MARCH 8, 2022

Then, we’ll walk you through a list of nine of the best customer success communities you can join in 2022 and what each of them has to offer. A customer success community is a group of professionals who wish to grow in their customer success careers and share a common interest in helping clients achieve desired outcomes.

Best practices 119

Best practices SaaS B2B Marketing 119

AWS Machine Learning

JULY 23, 2024

For example, you may have the following data types: Name Address Phone number Email address Account number Email address and physical mailing address are often considered a medium classification level. For text logs, choose a CloudWatch log group. Choose your preferred bot. Choose Aliases under Deployment and choose the bot’s alias.

Accountability 97

Accountability Government Chatbots Best practices 97

Fonolo

APRIL 8, 2021

Train them on techniques and best practices. This may involve a combination of group and individual engagements. Segment your customers into groups, such as location, average income, and most common products or services purchased. Here are a few ideas for building yours: Best practices when dealing with customers.

First call resolution 129

First call resolution Interactive Voice Response Call Center Best practices 129

ROI CX Solutions

DECEMBER 9, 2024

These external factors can cause unexpected demand surges, forcing businesses to adapt their forecasting models to account for these variables and maintain service levels during turbulent times. Traditional forecasting models often struggle to account for these unpredictable shifts, which makes it challenging to keep forecasts accurate.

Best practices 52

Best practices Contact Center Wait times Call Center 52

AWS Machine Learning

NOVEMBER 14, 2024

We recently announced the general availability of cross-account sharing of Amazon SageMaker Model Registry using AWS Resource Access Manager (AWS RAM) , making it easier to securely share and discover machine learning (ML) models across your AWS accounts. Mitigation strategies : Implementing measures to minimize or eliminate risks.

Government 78

Government Management APIs Accountability 78