Contact Center Perspectives Podcast’s Post

Spotting the system flaws, developing a growth mindset, uncovering hidden sources of complexity, and permanently eliminating them, these are some of the common struggles of business owners. The business process doesn’t need to be complicated to be considered competent. At NVS, Cynthia supports the company’s mission to help clients tap the power of their BC/NAV platform. Don’t wait until you hit rock bottom before you do something to stay on top of the game. ▶️ Tune into this week’s episode of Get Your New View - Customer Success Story with Cynthia Priebe. https://brnw.ch/21wGpSa

For today's episode of Rob & Friends, we talk with another group of the Customer Success Team about which features Balto has built over the last year that have had the biggest impact on their customers. If you are a Balto customer, employee, or just a fan from a distance, hit the comment section with the feature we have built in the past year that has gotten you the most value or most excited!

Building trust with customers begins with mastering the art of call intake, which means actively listening and empathetically understanding their needs during the initial conversation, so they'll know that you're capable of assisting them. Demonstrating attention to detail and a genuine concern for their issues during this first touchpoint can set the tone for a trust-based relationship throughout the customer lifecycle. This episode of ‘Head Heart & Boots’ is out on all platforms! 'Ep 118 - Transforming First Impressions into Lasting Success in Restoration'

Why do we put the customer first in Customer Education? Simple: If we don't prioritize their needs, address their challenges, and focus on their experiences using our platform - well - those customers churn. In this episode we welcome Emily Brogan at Dovetail to explore and better understand what this really means. We are always listening, learning, and engaging with customers. Are we then "customer whisperers"? Maybe! Listen in as Emily shares her unique experiences in making the customer come first!

Gainsight is working on a few updates to our products! Gainsight Director of Enterprise Customer Success, Meenal Shukla, is answering our spiciest CS questions in our latest Hot Takes episode! 🔥🔥🔥

This #RONderings clip with Stephanie Zhong has me thinking about how we balance the external focus on customer success with knowing who we are. Full episode here: https://lnkd.in/e9H544mf

🙋♀️ "Ask more questions and limit the assumptions that you make." Mike Simmons joins me for the latest episode of Transforming the Trades - We dive into the importance of asking the right questions instead of making assumptions in business operations. PLUS, take away insights on revolutionizing customer engagement in the skilled trades industry. Listen now: https://lnkd.in/gmXSJ9nz

Escalations are an inevitable reality in the life of a CSM 🪜 Deal with them long enough, and it becomes clear that escalations vary wildly depending on the size of the company and the complexity of the product. Some of them can be solved with simple, ad hoc fixes, while others require comprehensive playbooks and processes. In the fourth ever episode of The Launch Station, we sat with Mike Sasaki and Rachel (Owens) Jugai to learn about best practices for handling customer escalations. We specifically spoke about: - The role of customer champions - CSM mindsets and best practices - The good-cop, bad-cop approach to handling escalations Tune in! It’ll be ~45 minutes well spent 📻 Link: https://lnkd.in/gZ29NARK #CustomerSuccess #Escalation #TheLaunchStation #Rocketlane