Making a bad hire in any role brings a number of issues. Finding a replacement is expensive, and the quick turnover often lowers team morale. When hiring a customer success manager, making a poor choice is especially damaging. This position is critical for maintaining and nurturing long-term customer relationships. If you choose someone who is a poor fit, you're likely to see lower retention rates. In the long run, that means less revenue.

42 percent of people in the world have a smartphone, and 87 percent of smartphone owners use messaging. Let those numbers sink in for a minute... Customers overwhelmingly want to interact with businesses on the same messaging channels they use in their personal lives. Messaging already had the highest customer satisfaction score of any support channel before COVID-19, with a CSAT of 98 percent.

Do you believe your company understands the value of its customer experience (CX) programs? If not, you’re not alone. Despite the fact that CX is becoming a top business priority, 37 percent of CX professionals don’t agree with the statement “My company understands the role of CX and the value I bring.” What’s more, 24% of respondents identify “continuously proving value” as one of their top three on-the-job challenges.

Happy employees are both more productive and more likely to remain loyal to the business in the long run, so it makes sense to ensure that the workplace you run is as positive and appealing as possible. To that end, here are just 10 tips which should allow you to improve morale, keep team members satisfied, meet expectations and ensure that everyone feels fulfilled at the end of each day.

After months of planning and behind the scenes work, we’re proud to present – our new Scoro video. We are grateful for everyone who has helped us throughout this project and hope that it shows the world what Scoro is all about – working smarter, not harder. We all deal with issues of immediacy and urgency nowadays. We’re always busy and expected to get more done in less time.

Reports. We all have to run them, and read them, and receive them, or submit them, and definitely explain them. But sometimes we get so caught up in the actions surrounding reports that we neglect to actually understand them. As a customer service professional, you have all sorts of data at your fingertips.

We’re happy to announce that Rocket.Chat, the leading open-source communication hub, was named to the Constellation ShortList™ for Enterprise Group Messaging in Q3 2020. The technology vendors and service providers included in this program deliver critical transformation initiative requirements for the early adopters and fast follower organizations.

Is your business using Okta for Identity and Access Management? Then you might know how manually provisioning and deprovisioning users can be cumbersome for your IT team. Every new hire or company exit requires timely modifications to a user’s account. As a result, IT spend inordinate amounts of time on these processes and are distracted from other priorities, and your end-users suffer delays in productivity if their accounts aren’t configured correctly.

Research shows that companies that excel at customer experience have 1.5 times more engaged employees than companies with a record of poor customer experience. It’s also clear that companies who invest in employee experience can see a higher ROI than those who don’t. So what should you exactly do to keep your employees happy? You can start by automating some of your IT processes so that employees can self-serve themselves.

In the rush to invest in tools that provide more insights about the customer journey and help provide better customer experience, businesses may have overlooked another powerful tool for improving the customer experience—the employee experience also referred to as EX. Companies that actively work to engage their employees outperform their competitors by 147%.