Over the years, customer service has undergone a dramatic transformation, driven by rapid advancements in technology. A sector that once relied on phone calls and long email threads has shifted to a world of instant messaging, AI chatbots, and automated systems designed to meet customer needs faster than ever before. In fact, we would be […]
Image courtesy of Pixabay How do leaders drive (lasting) change? Last week, I enjoyed spending a few days in Vegas, speaking and networking at Fiserv’s annual client Forum. The keynote on the second day of the event was Troy Aikman, who was interviewed by Fiserv’s CEO Jeff Yabuki about sports, of course, as well as […]
Published on 25th May 2024 by Gemma Harding In 2024, customer service is becoming increasingly valued by customers. Outsourced complaint management is the practice of delegating the responsibility of handling and resolving customer complaints to a third-party service provider. Customer complaints provide direct feedback on products and services, highlighting areas that need improvement. Addressing complaints […]
Call center capacity planning is as much an art as it is science. Service level agreements (SLAs), waiting time standards, average handle times, call center shrinkage, and budget restrictions. Contact center managers must juggle several factors when capacity planning. Not to mention having to predict the future, in a way, while remaining prepared for any […]
In a world where customer expectations are sky-high and data complexity is ever-increasing, Totango Unison is the game-changer that customer success and post-sales teams have been waiting for. Imagine a tool that not only predicts customer churn with laser precision but also unlocks new avenues for growth, ensuring your business thrives in today’s competitive landscape. […]
To keep up with client demand, B2B customer service departments must incorporate digital tools that help them work smarter, not harder. If they don’t, they risk falling behind on service level agreements and damaging their business reputation. To avoid this, many organizations have started relying on automated technology to provide a faster, more reliable customer […]
The Best Customer & Employee Experience Content of 2024 We’ve gathered the favorite blogs, podcasts, and videos over the past year and compiled them here for you to bookmark, share and enjoy! If you’re not currently subscribed to each of these, we’ve included links for you to do that below. Read Our Top Customer & […]
Mastering the art of successful onboarding is critical, especially for B2B SaaS companies. An effective onboarding process not only helps in retaining customers, but also in boosting customer satisfaction and loyalty. The significance of onboarding becomes even more crucial when you consider the complexities involved in B2B customer service software. Together we will explore strategies, […]
Coming back with one more article in our series “Good to Great”. Today, we’re focusing on the wellness industry. Products dedicated to self-care, mental health, sleep, and meditation are on a roll right now and require a special attitude. Today’s experts, Sara, a Service Delivery Manager, and Kate, a Team Leader, will help us create […]
Very few organizations understand the Power of the Service Strategy. In 1979 I decided to develop the world’s first customer service program because I saw firms working night and day to drive customers away. It’s worse in 2024 than in 1979. There is more hype and more BS today. By Service Strategy I mean how […]
