Interactions

NOVEMBER 11, 2024

A Culture of Care: Insights from Shutterstock Chloe shared some fascinating insights from Shutterstock’s journey as a highly digital enterprise. For them, it’s all about fostering a “culture of care.” This isn’t just a nice-to-have anymore—it’s essential if you want to capture and retain customer loyalty.

Retail 62

Retail Competitive Advantage eBook Contact Center 62

Vonage

DECEMBER 13, 2018

A pre-shift meeting (10 minutes, at most 15) where only customer service and cultural issues are discussed is an excellent way to fulfill this need. Review and revamp your talent management approach including what is most to the point. For more on this subject read our ebook and make your customer service experience great!

Survey 215

Survey Customer Service Guidelines eBook 215

Kayako

JUNE 9, 2016

How to use the Customer Support State of Profession 2016: Customer Support Managers have such varied salaries: Average customer service manager salaries range from $30,000 to $105,000. The bottom 10% of Managers reported earning less than $30,000. Support leaders in their role as cultural leaders in the transformation journey.

Chief Customer Officer 120

Chief Customer Officer Management How To Meeting 120

Kayako

JUNE 9, 2016

How to use the Customer Support State of Profession 2016: Customer Support Managers have such varied salaries: Average customer service manager salaries range from $30,000 to $105,000. The bottom 10% of Managers reported earning less than $30,000. Support leaders in their role as cultural leaders in the transformation journey.

Chief Customer Officer 120

Chief Customer Officer Management How To Meeting 120

Comm100

OCTOBER 30, 2017

Contact center management is a difficult job. Even as an outsider, if you’ve spent any time at all working alongside a call center or contact center you’ve probably seen the same mistakes being made by management over and over regardless of the company, the market, the product or customer base. How can I fix it? How can I fix it?

Contact Center 142

Contact Center Tips Management Call Center 142

Experience Matters

JANUARY 7, 2016

Report : Activating Middle Managers to Drive CX Change. Report : Creating and Sustaining a Customer-Centric Culture. Provides best practices for engaging employees in culture change. eBook : 15 Tips for Engaging Employees. A free eBook we published on CX Day with best practices for engaging employees.

Employee Engagement 120

Employee Engagement eBook B2B Video 120

Comm100

OCTOBER 25, 2021

Besides potential language barriers, institutions also need to be sensitive to cultural differences and customs. If you want to learn more about this topic and understand how you can engage with international students today, take a look at our new eBook –. Get ebook now. Free eBook.

Engagement 130

Engagement Tips eBook Chatbots 130

BlueOcean

OCTOBER 6, 2020

For clients with complex care scenarios – whether that is enterprise customer success management or providing critical support direct to consumers – change is never taken lightly. Is There Still Cultural Alignment? Cultures evolve, that much is clear. Just as important – has their culture evolved with the times?

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

ClientSuccess

SEPTEMBER 3, 2020

In this post, I’ll address the most frequent question I’m asked by customer success leaders—what is the best compensation plan for Customer Success Managers (CSMs)? Compensation Plans for Customer Success Managers (CSMs). Customer Success as a Culture: Customer Success Leaders Edition. Who Owns the Renewal? Three Models.

Customer Success 111

Customer Success Management NPS Sales 111

Comm100

DECEMBER 19, 2017

The activities in this eBook can be great training materials to improve customer service or morale in your team. Nine out of ten managers confirm that customer experience is a strategic objective for increasing sales and revenue. However, most managers do not ask what the end goal is before engaging in a CX improvement project.

Strategy 344

Strategy Customer Experience How To Customer Journeys 344

Kayako

OCTOBER 6, 2015

If you sell someone a social media management suite but don’t keep them up to date on industry best practices, for instance, they’ll find someone else that will. What’s great about ebooks is that they can be a collection of previous blog posts so they are extremely easy to publish. You just click on PDF, and your ebook is done.

eBook 120

eBook Marketing Case Study Study 120

Vonage

MARCH 26, 2018

By giving customer service a clear voice in the company, you’ll foster a culture that respects customer needs and prioritizes customer satisfaction. For more on this topic, read NewVoiceMedia's eBook, 7 Tips to get the most out of your People with Workforce Management.

Roadmap 163

Roadmap eBook Course Policies 163

Comm100

DECEMBER 12, 2017

But in order to get customer loyalty in the first place, you need to closely manage customer experience quality. Quality management means proactively improving the customer experience by researching the ‘why’ and ‘how’ of the customer journey. Here is a framework you can use to manage the quality of your customer experience.

Training 124

Training Customer Experience Customer Journeys How To 124

Beyond Philosophy

JUNE 13, 2019

My new ebook, Happy Employees Make Happy Customers , explores this concept in great detail. Sometimes management doesn’t recognize it as an issue. It all boils down to your company culture. Establishing a customer-centric culture of an organization is crucial, and also one of the hardest things to do in business.

Customer Experience 165

Customer Experience Employee Experience Culture Leadership 165

BlueOcean

SEPTEMBER 17, 2020

This should include operations, IT, HR, information services, workforce management, training, and quality assurance resources. Your and your outsourcer’s tech team will need to collaborate regarding platforms, desktop tools, task management systems, workforce management systems, IVR systems, call recording systems, and more.

Customer Care 156

Customer Care Roadmap Training Call Recording 156

Beyond Philosophy

DECEMBER 19, 2017

Is it that Customer Experience teams in the UK (and the senior management who support them) don’t care about Customer Experience other than talking about it? They can adopt a customer-centric culture. Sign up to receive my free ebook and enter the competition to get FREE training! It’s not too late.

Effort Score 153

Effort Score Customer Centricity Consulting eBook 153

Comm100

JUNE 26, 2018

Many managers focus primarily on solving the problem, but they do not necessarily resolve the underlying issue. This is often a line manager or someone else within the organization that acts as a coach for the team. Internal coaches can be line managers or someone else in authority within the organization. External Coach.

How To 128

How To Training Culture Customer Service Training 128

ClientSuccess

DECEMBER 12, 2022

When making a switch from one compensation plan to another for your Customer Success Managers (CSMs), it’s important to make the transition as smooth and considerate as possible. The introduction of a Base + Bonus plan is an excellent way to incentivize Customer Success Managers and encourage better performance. Base + Bonus.

Customer Success 87

Customer Success Tips Management Sales 87

Comm100

NOVEMBER 14, 2017

The activities in this eBook can be great training materials to improve customer service or morale in your team. Call Center Professionals – A professional networking group for individuals actively involved in the Call Center Industry as a Strategic Leader, Operations Manager or Consultant. Author of The Service Culture Handbook.

Resources 135

Resources Customer Service Customer Service Training Course 135

CSM Magazine

MARCH 10, 2020

C-suite members often fail to consider an organization’s culture, and how this would impact their ability to embrace a tools UX and service. How did management get their team’s buy in? That is why they must be trained, and management must constantly put attention on it. The Service Culture. Transparency.

CRM 52

CRM Culture Company eBook 52

BlueOcean

JULY 27, 2022

Questions abound: What does remote work mean for long-term network management? How are company culture and values reinforced and strengthened in a remote environment? What does redundancy and business continuity look like when your workforce depends upon home networks?

Contact Center 156

Contact Center Tips Culture Data 156

Gainsight

NOVEMBER 20, 2019

To truly excel in product management, you need to have a respect for design, an understanding of countless processes, a passion for problem-solving, excellent communication skills—the list goes on and on. Books for Product Managers. Blogs for Product Managers. Slack Groups for Product Managers. Books for Product Managers.

Resources 80

Resources Management Conference Groups 80

Comm100

DECEMBER 14, 2017

Here are our steps you can use to build a management process which closes the loop and acts on customer feedback, all the while improving experiences for your customers. The activities in this eBook can be great training materials to improve customer service or morale in your team. Act to improve the change further. Identifying Goals.

Customer Experience 291

Customer Experience Strategy How To Effort Score 291

Comm100

JUNE 19, 2018

As a former call center worker and manager myself, I’m always a little cautious of management philosophies which advise that your ‘real life’ personality should be left at the door, replaced with a mask of cheery helpfulness. Culture & Training. Let us know in the comments below.

Contact Center 108

Contact Center Entertainment eBook Culture 108

Dapresy

APRIL 29, 2020

Your employees are an important part of Customer Experience Management – learn how to engage them to drive impact in your organization. You need to embed customer experience values and foster a customer-centric culture in your organization. Do not forget to use the workshops to discuss the current management processes.

Engagement 72

Engagement Management How To Customer Centricity 72

Russel Lolacher

OCTOBER 16, 2022

In this episode of Relationships at Work, Russel chats with productivity expert and author Mike Vardy on our relationship with time management in the workplace and how we can look at it differently. Why “time management” is the wrong term. The trial and error of time management personalization. ” Mike Vardy.

Management 98

Management Leadership Communication Government 98

Comm100

OCTOBER 25, 2017

These results indicate that there’s a hell of a lot of frustrated customer service workers out there, turning to Google for answers to their questions – who presumably aren’t getting answers from their managers. Or are you a manager working to counter this view? So – are customers actually rude, stupid or entitled?

Customers 398

Customers Customer Service Ecommerce eBook 398

Beyond Philosophy

MAY 23, 2016

It will still be the same leaders, people and poor culture that has led Time Warner to have this unenviable reputation. People worried about their jobs, management will be obsessed with cost cutting, eliminating the duplication of departments and switching out all those service van logos! Comcast Needs a Culture Shock Not More People.

Customer Centricity 112

Customer Centricity Consulting eBook Leadership 112

Confirmit

JUNE 4, 2018

Company culture and employee engagement. Providing a holistic view of the customer experience to executives and managers. Facilitating proactive account management and driving positive word-of-mouth. Cross/up-sales and share of wallet. Client retention. Organizational processes and cost reduction.

eBook 40

eBook B2B ROI Advertising 40

ClientSuccess

MARCH 2, 2021

This is especially true for Account Executives and Customer Success Managers – two roles that work extremely close with customers (and each other) and tend to be rolled into one when thinking about customer account management . eBook: Customer Success as a Culture: Sales Leaders Edition.

Customer Success 62

Customer Success Management eBook Metrics 62

ShepHyken

OCTOBER 9, 2017

Does CX fail because of design, culture, strategy, or … the “Q-word?” StellaService) In this eBook for customer service team leaders, we explain the difficulties front-line employees face, the true business costs of low morale, and what it will take to turn the tide and build a working environment that inspires greatness.

Customer Service 41

Customer Service eBook CRM Customer Service Training 41

Playvox

OCTOBER 18, 2022

There’s a storm brewing in customer service centers, and the aftermath could create some big challenges for contact center management. In our 2022 study of customer support agents and managers, 68% of agent respondents said they didn’t want to return to an office. We also manage the team with the utmost respect.”. Leanne Y.,

Contact Center 69

Contact Center Management Policies Study 69

ClientSuccess

MAY 8, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. From : Himanshu Patel, Customer Success Manager. 3 Key Takeaways from My First Two Years as a Customer Success Manager. Company : Icertis.

Customer Success 56

Customer Success Management Self Service eBook 56

Gainsight

APRIL 4, 2023

Salesforce’s Courtney Guerci, Sr Program Manager – Technical Support Strategy & Operations, recently joined Gainsight’s Tim Van Lew for a “Titans Of Scale” webinar. Create a Problem Statement That Defines What You’re Trying to Solve Effective change management should not include the phrase “Because I Said So”.

Management 52

Management Leadership Customer Centricity eBook 52

Comm100

OCTOBER 8, 2016

Relationship Marketing, an aspect of Customer Relationship Management (CRM), is the term used to describe the focus on the customer’s experience over boosting short-term metrics like acquisition and sales. As the face of your organization, they either lay the foundation for a strong retention culture, or drive customers away for good.

Customer Retention 154

Customer Retention Loyalty Strategy Loyalty Programs 154

ClientSuccess

FEBRUARY 22, 2019

The role of a customer success manager (CSM) in the SaaS industry has become increasingly complex. In order to deliver the best customer experience possible, customer success managers and leaders should develop the following critical skills: Problem Solving and Resolution. There are always challenges during the customer lifecycle.

Customer Success 58

Customer Success Management eBook Customers 58

Integrity Solutions

AUGUST 28, 2019

You’re losing out on sales revenue, of course, but also think about the other costs: engagement, morale, turnover , manager productivity and focus, market position and possibly long-term organizational viability. If 80% aren’t selling at their full potential, it’s clearly costing your organization.

Training 18

Training Sales eBook Culture 18