Help Scout

AUGUST 17, 2021

We know cash rules everything around us, but there are plenty of rules around cash too, and that’s just one of the challenges to delivering great customer service in finance. There are also customer relationships and expectations to manage. Pain point #1: Financial regulations and privacy.

Customer Service 81

Customer Service Finance Consulting Consulting 81

NobelBiz

FEBRUARY 22, 2023

These solutions are increasingly more than simply a tool for making and receiving calls, as they improve customer experience, agent experience, key performance indicators, and more. This article will show you 12 telltale signs to upgrade your contact center software and 9 benefits you can acquire from this transition.

contact center solutions 52

contact center solutions Contact Center Cloud contact Contact center software 52

Lumoa

SEPTEMBER 10, 2018

How often should you collect customer feedback? This question is raised more and more often, especially now, in the “era of customer feedback”. In practice, many corporations survey all their customer base 1-4 times a year, bring the results to top management and then forget about it for the next 3-12 months till the next survey.

Feedback 72

Feedback Surveys Benchmark Analytics 72

JustCall

MAY 2, 2022

In general, while there are no universal rules for cold calling, there sure are some fundamental sales tips that can increase your chances of successfully closing the deals. Here’s a list of important sales tips and techniques that every rep can employ to achieve better results: 1. A good salesperson is a good listener.

Sales 52

Sales Scripts Real estate Coaching 52

Balto

OCTOBER 31, 2022

Table of Contents Get a Copy of the Report in Your Inbox 1-on-1 Training Reigns Supreme The Knowledge Retention Disparity More Employees = Better Onboarding? A great onboarding experience can improve retention by 82% — but only 12% of companies get it right. 1-on-1 Training Reigns Supreme. No strings attached.

Contact Center 52

Contact Center Surveys Coaching Telecommunications 52

NobelBiz

FEBRUARY 21, 2022

These solutions are increasingly more than simply a tool for making and receiving calls, as they improve customer experience, agent experience, key performance indicators, and more. This article will show you 12 telltale signs to upgrade your contact center software and 9 benefits you can acquire from this transition.

Contact center software 52

Contact center software Contact Center contact center solutions Cloud contact 52

Outsource Consultants

FEBRUARY 11, 2019

They are the direct line of communication between your customers and you. At times it can be hard to tell where you end and they begin. If your call center is starting to provide a lower level of service, it may be time to consider switching before things get worse. (2 Honestly I don’t have much to say about them, good or bad.

Call Center 64

Call Center outsourcing Consulting Consulting 64

Customer Relationship Metrics

JULY 26, 2017

Negative reputations, regardless if created by a scandal, bad senior executive behavior, poor business practices, or dissatisfied employees is causing serious problems for contact centers. You’ve tried numerous tactics to improve your agent performance and to put your attrition problem to rest. Is it really? Click to Tweet. Click to Tweet.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

Lumoa

JUNE 9, 2020

Just as with customer experience in every other business segment, eCommerce customer experience is growing increasingly important in our current economic climate. The amount of eCommerce sites is estimated to be 12-24 million across the globe , with new sites popping up every day.

Customer Experience 83

Customer Experience Feedback Surveys Analytics 83

CrazyCall

JUNE 12, 2019

Projecting a positive tone over the phone and making the caller feel the emotions that the tone of your voice conveys is what can take you from 0 to 1. There is no golden rule but the best practice is to speak at a pace of 130 to 150 words per minute. That’s because both sounding too high and too low have bad connotations.

Scripts 90

Scripts Wireless Sales Feedback 90

Customer Guru

MARCH 7, 2018

Sonia Bhatia Salmin, Ex-Head of Customer Experience at Piramal Pharma Solutions, shares her thoughts on the importance of CX, and how she led Piramal Pharma Solutions into becoming one of the most customer-centric pharmaceutical companies in India. But in a call center, you don’t talk to a customer face to face; you do it over a phone.

Customer Experience 65

Customer Experience Customer centricity Chief Customer Officer B2C 65

Nicereply

NOVEMBER 7, 2023

You’ve just gotten promoted to manager of your customer support team, and you’re thriving. You’re great at optimizing processes, devising new programs to improve the customer experience, and you love collaborating and developing your team. Right up until you have to give them negative feedback. To every meeting?

Feedback 59

Feedback Construction Scripts Engineering 59

Expivia

OCTOBER 4, 2021

If your business has customers, they need a way to contact you. However, finding and training staff to handle your customer service isn’t the easiest (or cheapest) task. . Contact center outsourcing can take the weight of customer management off your shoulders. This is when contact center outsourcing comes into play.

outsourcing 98

outsourcing Contact Center Call Center Calibration 98

ChurnZero

JUNE 3, 2022

From optional to all-important, Customer Success has come a long way in the last decade. In the episode, You Mon covers the gamut of Customer Success insights—from defining its (oft-misunderstood) purpose, seeing what a day in the life of a CSM looks like, knowing when to add CS to an organization, handling tension with sales, and more.

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

JUNE 3, 2022

From optional to all-important, Customer Success has come a long way in the last decade. In the episode, You Mon covers the gamut of Customer Success topics—from defining its (oft-misunderstood) purpose, seeing what a day in the life of a CSM looks like, knowing when to add CS to an organization, handling tension with sales, and more.

SaaS 52

SaaS B2B Upselling Metrics 52

JustCall

JUNE 17, 2021

It's good to face upfront customer complaints rather than having silent complainers who simply leave and drop their complaints on social media platforms. More than 90% of unhappy customers make a silent exit from your business. No matter which industry you're in, you're bound to face customer complaints. Delay in Shipping.

First call resolution 52

First call resolution Wait times Banking Feedback 52

JustCall

MAY 14, 2020

But the operation that is facing the most critical hit is – Customer Retention. Customer acquisition has become more difficult than ever. But are you still sticking to the old-fashioned customer retention strategies? Customer Success was an unexplored area back during the 2008-2009 period of the global recession.

Customer retention 52

Customer retention Journey mapping Education Feedback 52

JustCall

MAY 14, 2020

But the operation that is facing the most critical hit is – Customer Retention. Customer acquisition has become more difficult than ever. But are you still sticking to the old-fashioned customer retention strategies? Customer Success was an unexplored area back during the 2008-2009 period of the global recession.

Customer retention 52

Customer retention Journey mapping Education Feedback 52

ChurnZero

OCTOBER 26, 2018

Strategies for an Effective Partnership between Customer Success and Sales. The handoff of a new customer between Sales and Customer Success is a critical moment in the customer lifecycle. But it doesn’t need to be this way – and for the sake of your customers, it shouldn’t be this way. Webinar Q&A Recap.

Sales 56

Sales Upselling Accountability Best practices 56

CrazyCall

AUGUST 8, 2019

Customers call, agents resolve their queries, managers supervise, all things seem to run their course… STOP! Outbound and inbound customer services should be constantly measured to be improved. Service Level. What about the work output, its monitoring and optimization? First Call Resolution. Call Abandonment Rate.

Call Center 52

Call Center Metrics Abandon rate Management 52

LiveChat

JULY 4, 2016

Customer service agents need a very special set of customer service skills to professionally deal with customers. They have to be able to get to the bottom of things and find a solution quickly if they don’t want to risk bad customer service experience. Dedication to customers.

Customer Service 47

Customer Service Personalization Coaching Education 47

Integrity Solutions

MAY 24, 2023

Sales Training – at its heart – should be about learning to uncover and identify customer needs, thus creating value and providing service. Selling is about helping customers make buying decisions that are in their best interests. The most important variable in the success of any salesperson is themselves.

Sales 52

Sales Coaching Accountability Personalization 52

Help Scout

JUNE 22, 2021

Your customer experience is the main differentiator between you and your competitors, and all of the customer service statistics back it up. Below, we’ve collected 111 key statistics exploring the relevance and importance of good customer service — and expanding on the cost and impacts of poor customer service.

Customer Service 129

Customer Service Personalization Self service Marketing 129