Myra Golden Media
JANUARY 12, 2022
I had an inspiring video meeting with a long-term client I started working with in 2018. My client is now at a new company, and she reached out for de-escalation training. It turns out I’m already working with her new company for de-escalation train-the-trainer. My client, thrilled that my training is already available to her at the new company, shared her favorite tactic from my training with me.
Beyond Philosophy
JANUARY 12, 2022
The late Steve Jobs said at a 1997 Apple World Worldwide Developers Conference, “You’ve got to start with the Customer Experience first and work backward towards the technology.” Now, in 2021, this quote couldn’t be any more pertinent than it was nearly 25 years ago. However, customers are changing how they have experiences these days, and organizations that don’t keep up will be left behind.
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Contact Center Pipeline
JANUARY 13, 2022
Earlier this year, Boston University published an essay collection entitled, “What if Real Change—for a Better World—Came from the Pandemic?” It’s a bold question and one that, if we’re honest, should feel uncomfortable. After all, the COVID-19 pandemic has taken more than 4 million people from us; too many of us lost parents, siblings, children […].
ShepHyken
JANUARY 12, 2022
There is a term in the customer service world that is often misused or misunderstood. That term is omnichannel. I have had many conversations with clients about the omnichannel experience, and I’ve even shared content about it with our subscribers in the Shepard Letter and my videos. It’s time to bring it back with what may be the perfect example. .
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Bill Quiseng
JANUARY 10, 2022
For many years, there has been a stranglehold of the “Profits over People” mentality on business. Senior executives care about revenue dollars, market share, the stock price, bottom-line profits, even their competitors, more than their people. Listening to the sweet cha-ching sound of profits, these bad bosses do not hear their grumbling employees and complaining customers many hierarchical rungs below.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Contact Center Pipeline
JANUARY 12, 2022
Absenteeism among contact center agents has been a persistent problem for years, with many businesses dedicating human resources and operations staff members specifically to the pursuit of a solution. But the coronavirus pandemic seems to have revealed a solution that was hiding in plain sight all along: a greater level of workplace flexibility for agents. […].
ShepHyken
JANUARY 10, 2022
Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. A Nation on Hold Wants to Speak With a Manager by Sarah Lyall. (The New York Times) The meanness of the public has forced many public-facing industries to rethink what used to be an article of faith: that the customer is always right.
Eptica
JANUARY 9, 2022
Date: Monday, January 10, 2022 Author: Pauline Ashenden - Demand Generation Manager Highlights from our customer service blog in 2021. Published on: January 10, 2022. Author: Pauline Ashenden - Demand Generation Manager As we enter the New Year, now’s the time to take stock of opportunities, challenges, and developments for the future. Our parent company Enghouse Interactive has done just this by collecting the top posts on its 2021 blog, providing insight for the year ahead.
Beyond Philosophy
JANUARY 13, 2022
Customer relationships have to be win-win. If they aren’t, it’s time to end it. However, it shouldn’t be a quick decision, nor should it happen in an email or text. There is a process, and today we will look at when and how you should sack a customer. . This topic came up on a recent podcast. Robert, who works in software development, has a pickle from time to time with annoying customers.
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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.
Contact Center Pipeline
JANUARY 11, 2022
When agents realize their impact on CX, they can deliver better outcomes for everyone. Yes, they’re customer service professionals, but do your agents really know why customer experience (CX) matters and what a pivotal role they play in the success of the business? Do they fully understand the relationship between CX, revenue, customer retention, and […].
ShepHyken
JANUARY 11, 2022
The “Now” CX Movement. Changes Customer Experience Teams Need to Make to Meet the Demands of the “Now” Customer. Shep Hyken interviews Eng Tan, author of Experience is Everything and CEO of Simplr , a company that is redefining the way brands deliver CX. They discuss what CX teams need to let go of in order to succeed in the new era of CX.
Hodusoft
JANUARY 11, 2022
2022 Checklist on How to Choose the Best Auto Dialer for Your Business. Selecting the most appropriate products and services can be a challenging task for small and large businesses, which can be accomplished only after years of hard work and concentration. Fortunately, things are a little easier in a contact center, since only a few of the software can boost productivity and maximize revenue.
Beyond Philosophy
JANUARY 12, 2022
Proactive is a key word for me for the future of experiences and customer strategy. Anticipating the needs of your customers is going to be the next level of exceeding their expectations. However, to be proactive, you need to add a new voice into the mix with the “Voice of the Customer (VoC).” It’s the “Voice of the Product (VoP),” and it can tell you a lot about what your customers want.
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Start building the AI workforce of the future with our comprehensive guide to creating an AI-first contact center. Learn how Conversational and Generative AI can transform traditional operations into scalable, efficient, and customer-centric experiences. What is AI-First? Transition from outdated, human-first strategies to an AI-driven approach that enhances customer engagement and operational efficiency.
HelpCrunch
JANUARY 10, 2022
How do you usually imagine an ordinary FAQ page? Well, it has some questions followed by answers. There’s no catch at all. But your website visitors would always want something more. It goes for everything [ … ]. The post Scan 10 FAQ Page Design Ideas and Awake Your Inner Artist appeared first on HelpCrunch blog.
inSided
JANUARY 10, 2022
We’ve just announced that Customer Success software giant Gainsight has acquired 100% of the shares of inSided, a truly proud moment for me and the team. In this blog post, I’ll give some honest and open perspectives on how this all came together.
Help Scout
JANUARY 12, 2022
Follow these nine startup customer service tips to get started creating an excellent experience for your prospects and customers.
Beyond Philosophy
JANUARY 12, 2022
What would it be like if your printer sent you an email to let you know it needed ink? Or if your car could tell you that you need to take it in for transmission service? Or if your refrigerator could tell the repair professional what was wrong with it before you ever said a word? Sound like a futuristic take on product technology? It is, and it’s called the Internet of Things (IoT).
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Harness the True Power of your Contact Center In today’s fast-paced business environment, selecting the right contact center solution is critical for enhancing customer experience, improving operational efficiency, and optimizing costs. This comprehensive guide will walk you through the essential factors to consider when choosing a contact center software that aligns with your business needs.
TechSee
JANUARY 10, 2022
Table of Contents: The need for property management solutions. Visual assistance for property management maintenance. Benefits. TechSee’s technology. The global housing management industry is thriving and expected to grow from $15.10 billion in 2021 to $28.21 billion in 2028 at a CAGR of 9.3% for the forecast period. There are more than 300,000 property management companies in the US alone.
inSided
JANUARY 10, 2022
Amsterdam — January 10, 2022 — Gainsight, the Customer Success company, today announced it has completed its acquisition of the leading Customer Success Community Platform inSided.
Spearline
JANUARY 13, 2022
The clock is counting down on the use of legacy global telephony infrastructure. According to research , the global market for VoIP services is projected to grow from $85.2 billion in 2021 to $102.5 billion in 2026. With the phasing out of PSTN technology , many businesses have switched to Voice-Over-IP. Many have also transitioned to Session Initiation Protocol (SIP) trunking.
Totango
JANUARY 12, 2022
Being a Customer Success Manager (CSM) can be an extremely rewarding career. A CSM works hand-in-hand with customers, guiding them through the customer journey and fostering a positive connection. They act as advocates for the business goals of customers and anticipate how to meet those goals and how they will change over time. When hiring for a CSM, leaders look for candidates with a variety of skills, from relationship building and emotional intelligence to resourcefulness and technological in
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ZoomInfo customers aren’t just selling — they’re winning. Revenue teams using our Go-To-Market Intelligence platform grew pipeline by 32%, increased deal sizes by 40%, and booked 55% more meetings. Download this report to see what 11,000+ customers say about our Go-To-Market Intelligence platform and how it impacts their bottom line. The data speaks for itself!
Knowmax
JANUARY 13, 2022
The post 5 ways to be a good knowledge manager appeared first on Knowmax.
Quality Contact Solutions
JANUARY 14, 2022
We all know that providing an excellent customer experience is vital for business success. Customers expect interactions with your company to be fluid and singular, referred to as an omnichannel experience. HubSpot defines omnichannel as a lead nurturing and user engagement approach in which a company gives access to its products, offers, and support services to customers or prospects on all channels, platforms, and devices.
ChurnZero
JANUARY 13, 2022
As the demand for Customer Success surges within SaaS, so too does the need for effective leaders to spearhead this expanding function and steer its strategy and success. Over the course of the pandemic, Customer Success has cemented itself as a central business driver of growth and profit. As a result, Customer Success leaders continue to increase their prominence and power within the organization.
Uniphore
JANUARY 13, 2022
As part of our ongoing “Life at Uniphore” series, we interviewed Andrew Dahlkemper, Uniphore’s new Chief People Officer. Andrew shared his thoughts on the value of company culture, how to empower a growing workforce and what leadership lessons he’s learned from nearly two decades in the tech industry. He also revealed what gets him going and what excites him the most about the future of Uniphore.
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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.
Spearline
JANUARY 11, 2022
In April 2019, we wrote that cloud telephony services market revenue was set to reach US$ 42 Billion by 2026. In fact, recent figures from a Research and Markets report reveal that the global telecom cloud market size is expected to grow to a staggering US$ 52.3 Billion by 2026, at a Compound Annual Growth Rate (CAGR) of 21.4% during the forecast period.
Kapta Customer Success
JANUARY 10, 2022
Breaking down the key account management process and how KAM software can help. Key account management is an essential function of your organization. However, it can be extremely overwhelming to establish a process, but without one, you have no real way to track results and fix what isn’t working. Kapta provides a process roadmap and all of the tools to back it up so that your key account team can focus more on building strong relationships while the software does the heavy lifting of keeping tr
ChurnZero
JANUARY 10, 2022
SaaS customer onboarding makes or breaks your customer retention. Your onboarding process is a learn-or-churn, adopt-or-get-dropped situation. It has a long-lasting impact on your customer and deep ties to their likelihood to churn. For this reason, unlocking the optimal SaaS customer onboarding experience is invaluable. How exactly do you get customers to embrace your product instead of simply moving them through the motions and hoping something sticks?
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