CSM Magazine

JANUARY 11, 2022

The shift to the cloud has also been happening over time and accelerated significantly in early 2020. Calabrio’s own research found that 90% of contact centres said they were aggressively investing in new channels, automation and analytics tools — while 68% of cloud migrations happened in 2020. Aim for solutions that are: 1.

Omni-Channel 75

Omni-Channel Return on Investment Analytics Chatbots 75

Team HGS

JANUARY 6, 2020

As health plans and health systems increasingly turn to outsourcing partners to compete and thrive in this ever-changing market, we’re here with HGS’s on-the-ground assessment of Healthcare 2020. Maryjane Konstantin, Senior Vice President and Head of Population Health Management Solutions, HGS.

Healthcare 52

Healthcare Trends Return on Investment eBook 52

2020 Research

JULY 18, 2023

The reason behind this accelerated growth is simple – CX research delivers exceptional return on investment. Identify pivotal moments and areas of friction that tend to hinder customer engagement. Implement solutions that optimize the experience and make it more engaging.

User Experience 52

User Experience Return on Investment Innovation Touchpoint 52

Maru Group

DECEMBER 16, 2019

According to a John Lewis spokeswoman, “Our ads always deliver an excellent return on investment at a time of year that is critical for us, generally delivering 20 times the return on our original spend” Ideal Christmas ad of 2019. The advert fails to engage people as effectively as others.

Advertising 52

Advertising Connections Return on Investment Retail 52

Maru Group

DECEMBER 16, 2019

According to a John Lewis spokeswoman, “Our ads always deliver an excellent return on investment at a time of year that is critical for us, generally delivering 20 times the return on our original spend.” feel’ diagnostics and emotional engagement. The advert fails to engage people as effectively as others.

Advertising 52

Advertising Connections Return on Investment Retail 52

GlowTouch

OCTOBER 16, 2020

Emotional intelligence is necessary since it helps in relationship management. Support agents should be able to evaluate and manage their emotions and those of customers. An agent with good communication skills will better engage buyers and increase conversion rates. 7 Questions to Ask Your Customer Support Vendor. Tonya Morgan.

Training 52

Training How To Contact Center Return on Investment 52

GlowTouch

SEPTEMBER 22, 2020

It’s not the preferred means of time management but making that group whole again is vital for two reasons: 1) failure to do so creates an organization’s most vocal critics and 2) success in doing so can often make those customers into your champions. 7 Questions to Ask Your Customer Support Vendor. Tonya Morgan. Tonya Morgan. Tonya Morgan.

Return on Investment 52

Return on Investment Contact Center Omni-Channel Touchpoint 52

GlowTouch

DECEMBER 10, 2020

Did you know… that one of the fastest-growing career fields is Customer Success Manager? The manager’s job is to get ahead of potential service issues and bottlenecks, reduce or eliminate the friction that can arise when a consumer has a question to ask or a problem to resolve. Why does this matter? Tonya Morgan. Tonya Morgan.

Trends 52

Trends Customer Service Self Service Contact Center 52

Centercode

MARCH 25, 2021

tools that cut down manual labor) if they’re going to increase the speed of delivering insights and reduce friction for test managers. If you’re in charge of managing alpha, beta, UAT, field, or other pre-release testing projects, you know there are a lot of moving pieces. Let’s Talk Processes. Let’s take a look.

Return on Investment 59

Return on Investment Tools Report Feedback 59

AWS Machine Learning

APRIL 6, 2023

In this post, we demonstrate how NXP, an industry leader in the semiconductor sector, collaborated with the AWS Machine Learning Solutions Lab (MLSL) to use ML techniques to optimize the allocation of the NXP research and development (R&D) budget to maximize their long-term return on investment (ROI).

Sales 87

Sales Training Metrics ROI 87

GlowTouch

SEPTEMBER 22, 2020

People tend to perform better when doing tasks that they enjoy, they’ll work harder to improve their skills in those things, and they are more engaged in the workplace. Founded in 2002, our 1,800 employees deliver for our clients by combining operational excellence with high-touch engagement. Tonya Morgan. Tonya Morgan. Tonya Morgan.

Contact Center 52

Contact Center Return on Investment Omni-Channel Sales 52

GlowTouch

DECEMBER 4, 2020

How Much Management Attention Will You Give My Business? Ideally, you want a dedicated account manager to handle your business. The vendor may offer a shared account manager to keep it cost effective. If that’s the case, ask the vendor about the account manager’s availability to your project. Tonya Morgan. Tonya Morgan.

Customer Satisfaction 52

Customer Satisfaction Return on Investment Competitive Advantage Transportation 52

GlowTouch

NOVEMBER 6, 2020

It’s among the reasons that companies hire Customer Success Managers before hiring salespeople. Founded in 2002, our 1,800 employees deliver for our clients by combining operational excellence with high-touch engagement. Tonya Morgan 2020-11-06 15:42:00 2020-12-10 14:59:37 What Happens if You Fail to Plan for Holiday Sales?

Sales 52

Sales Ecommerce Contact Center Return on Investment 52

Solvvy

JUNE 22, 2022

Conversational AI can easily manage questions about accounts, and payment history with knowledge base articles, and more, so your team can focus on more complex issues that require a personal touch. Conversational AI solutions are designed to manage a high volume of queries within a short time. Covers the easy answers.

Self Service 119

Self Service e-support Chatbots Knowledge Base 119

GlowTouch

JULY 13, 2020

Any operations manager in a customer support center will say that support tickets are one of the biggest cost variables that a company must face, in terms of both volume and duration. Founded in 2002, our 1,700 employees deliver for our clients by combining operational excellence with high-touch engagement. Tonya Morgan. Tonya Morgan.

First Call Resolution 52

First Call Resolution Analysis Return on Investment Social Media 52

GlowTouch

JUNE 18, 2020

In many cases, business organizations have managed to bridge any such gap through effective training/onboarding programs. By investing in employees with great potential upfront, companies are in position to reap the rewards of their conscientious efforts for many years to come. Isn’t that any manager’s dream?

Return on Investment 52

Return on Investment Competitive Advantage Contact Center Omni-Channel 52

GlowTouch

FEBRUARY 16, 2021

A well-trained, third-party managing your customer support frees up your time for: ? To see if the time is right to outsource customer support and to learn more about how you can manage a seamless transition, give us a look. Tonya Morgan 2020-12-04 16:30:08 2020-12-08 09:32:19 7 Questions to Ask Your Customer Support Vendor.

Return on Investment 52

Return on Investment Trends Groups Consumers 52

GlowTouch

OCTOBER 15, 2020

Founded in 2002, our 1,800 employees deliver for our clients by combining operational excellence with high-touch engagement. Specializing in omnichannel customer and technical support, we solve issues, satisfy customers, and sell additional services, therefore providing a superior return on investment for our clients.

Contact Center 52

Contact Center Return on Investment Competitive Advantage Study 52

GlowTouch

JUNE 12, 2020

You can invest in co-browsing software which allows your agent to access their client’s devices and guide them through processes. Improve Engagement. If your team is currently working from home for social distancing measures, here is how you can improve engagement. Lastly, give your agents sufficient time to work.

Social Media 52

Social Media Omni-Channel Return on Investment Training 52

GlowTouch

JULY 6, 2020

The bottom line is that a higher level of engagement and connectivity leads to higher sales for your company. Founded in 2002, our 1,700 employees deliver for our clients by combining operational excellence with high-touch engagement. 7 Questions to Ask Your Customer Support Vendor. Tonya Morgan. Tonya Morgan. Tonya Morgan.

Omni-Channel 52

Omni-Channel Return on Investment Culture Sales 52

Think Customers

DECEMBER 11, 2020

It’s also been a priority to keep staff, including the sales team, engaged under these unusual circumstances. The approach, he said, is working: sales are booming at the company, and Sweetwater has grown its workforce in nearly every month of 2020. We wanted to do all we could to ensure that nobody felt like they were on an island.”.

Sales 52

Sales Return on Investment Sports Social Media 52

Ecrion

MARCH 27, 2020

Providers Must Manage the Success of CX Projects. Nello would have you, as a provider, ask three questions about your engagement with your customer: How are they measuring success? It is easy to take an amorphous objective from a customer and manage to that. Nick Mehta is one of the foremost thought-leaders of the CS movement.

Customer Experience 74

Customer Experience Customer Journeys How To B2C 74

GlowTouch

AUGUST 26, 2020

Finally, you’d have to manage and maintain your in-house agents. Founded in 2002, our 1,800 employees deliver for our clients by combining operational excellence with high-touch engagement. Tonya Morgan 2020-11-06 15:42:00 2020-12-10 14:59:37 What Happens if You Fail to Plan for Holiday Sales? Tonya Morgan.

Customer Satisfaction 52

Customer Satisfaction Contact Center Software Contact Center Omni-Channel 52

ChurnZero

JANUARY 15, 2021

Looking back at our Customer Success predictions for 2020 , I can’t help but wonder if our CEO, You Mon Tsang, was gazing into his own crystal ball. The pressure was on for Customer Success in 2020 – and more so than we could have ever imagined. the internal CSM’s manager) more frequently. Be prepared,” he forewarned.

Customer Success 52

Customer Success Effort Score Self Service eBook 52

eglobalis

JUNE 27, 2024

Feedback and complaint management tools are essential for promptly addressing customer issues. Communication, continuous change management initiatives, and other strategies are essential to this alignment. Continuous change management initiatives help the organization adapt to evolving customer needs and market conditions.

Strategy 384

Strategy Customer Experience Net Promoter Score Customer Centricity 384

GlowTouch

APRIL 24, 2020

For instance, an in-house solution allows for closer management of day to day support processes, and some small businesses don’t really need an expanded workforce to handle customer issues. Founded in 2002, our 1,700 employees deliver for our clients by combining operational excellence with high-touch engagement. Tonya Morgan.

Competitive Advantage 52

Competitive Advantage Effort Score Return on Investment Resources 52

GlowTouch

JULY 2, 2020

Teaching and learning ‘verbal charisma’ can be a challenging task—for agents and managers! The following best practices are meant to help you build, train, and manage a personable, successful live chat team who delivers exceptional customer care and support. Avoid Acting Robotic. Acknowledge and Empathize with Customer Issues.

Chatbots 52

Chatbots Multi-Channel Training Wait Times 52

ChurnZero

MARCH 24, 2020

4 Reasons Hierarchy Can Help Customer Success Managers and Their Customers. So given all that… why would I be promoting hierarchy as a tool to help Customer Success Managers, and their clients, drive results? Reason #2: Keep the buyer engaged. Hierarchy and injustice can often be seen to go hand in hand.

Return on Investment 60

Return on Investment Customer Success eBook Customers 60

ChurnZero

MARCH 31, 2020

Customers who were highly active and engaged prior to COVID-19, may now be experiencing something completely different. Customer Success Managers don’t want to contribute to email fatigue, but they also don’t want to be silent. It’s a new avenue for their customers to stay engaged and connected to their local community.

Customer relationships 72

Customer relationships Leadership Customer Success Communication 72

Qualtrics

FEBRUARY 4, 2021

Yet well before 2020, technology was already enabling a hybrid ‘Work From Anywhere’ culture. We can manage projects from home, meet face-to-face across continents, and send emails at the bus stop. The most obvious IT problem in 2020 was, “How can we get everybody working remotely, immediately?”

Employee Experience 26

Employee Experience Abandon Rate Return on Investment Technology 26

Magellan Solutions

MARCH 21, 2024

In 2020, several U.S. With all the different sources of information and the complexities of collecting and managing data, errors can easily creep in. Marketers can optimize their campaigns to achieve maximum return on investment. The solution? Operations can simplify processes and reduce inefficiencies.

Data 52

Data Government Financial Innovation 52

TechSee

JUNE 25, 2019

In fact, Gartner predicts that by 2020, 85% of all customer interactions will no longer be managed by humans. Back office AI customer service technologies are especially relevant to assisting in workload management, agent productivity and high-level data analysis of contact center performance.

Technology 122

Technology Customer Service Contact Center Gamification 122

Gainsight

JUNE 9, 2021

The Customer Health Bake Off: Creating Great Health Models Through Iteration with Gainsight’s own Manager of CS Operations, Kendra McClanahan! Comparing the health scorecard with retention rates revealed that when key personas were engaged meaningfully, they saw a 32% higher retention rate than those key personas who were not engaged.

Effort Score 52

Effort Score Chief Customer Officer Sales ROI 52

ChurnZero

MARCH 11, 2020

This is a guest post by Jay Nathan , Founder & Managing Partner at Customer Imperative. Traditional product management and marketing teams tend to focus on win/loss analysis in the sales process. Which churn reasons you choose to solve comes down to a function cost and time investment.

Customer Journeys 52

Customer Journeys ROI Return on Investment Customer Success 52

ChurnZero

FEBRUARY 28, 2020

But, if you’re using digital communication, you have access to all sorts of “marketing” metrics to better understand your customers’ product and communication engagement. During the webinar, we discussed how to: Leverage email and in-app metrics to track overall customer engagement. Tuesday, March 31, 2020, 2:00 – 3:00 PM EDT.

Customer Success 64

Customer Success Customer Journeys Strategy Exercises 64

ChurnZero

MARCH 6, 2020

At ChurnZero, we use Slack as a quick and easy way to share employee kudos and drive team engagement. Keep a running list of no- and low-cost ways for managers to show employees their appreciation like giving shout-out’s during a company-wide meeting, gift cards, extra PTO, or team outings. . Feeling old yet?).

Customer Success 69

Customer Success Customer Journeys Culture Study 69

ChurnZero

FEBRUARY 21, 2020

Like a good dentist, Customer Success Managers are in the business of building rapport. . This kind of engaging exchange, facilitated by active listening, builds the foundational trust required to grow long-term relationships. Tuesday, March 31, 2020, 2:00 – 3:00 PM EDT. Lean on your career experience.

How To 52

How To Return on Investment Customer Retention eBook 52