Totango

JANUARY 22, 2024

In 2024, CS teams leveraging AI will stand out from the rest by quickly identifying customer problems and trends in data, providing account summaries to executives, and streamlining workflows. Human expertise, along with AI technology, transforms CS into a significant growth engine for their companies.

Enterprise 95

Enterprise SaaS Engineering Technical Support 95

SmartKarrot

APRIL 13, 2023

In today’s economic environment, effective account management is essential for building and maintaining strong client relationships and achieving growth. From podcasts and webinars to blogs and social media posts, these influencers are using a range of channels to help other account managers learn, grow, and succeed.

Accountability 11

Accountability Management Consulting Consulting 11

COPC

APRIL 1, 2024

They extend to tools for answering customer queries, feedback and coaching systems, and virtual collaboration. In our consulting work, we have seen a dramatic increase in organizations deploying these virtual guides for self-paced, continuous training sessions. This method offers a more personalized and adaptable training experience.

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

NobelBiz

APRIL 3, 2023

Rigorous quality management systems in call centers help ensure customers have the best possible experience, which not only strengthens your brand’s reputation but also leads to long-term customer loyalty. Mike McGuire (Senior Contact Center Software Consultant @ NobelBiz) Key Takeaways: What Is Call Center Management?

Quality management 52

Quality management Call Center Management Calibration 52

Callminer

SEPTEMBER 23, 2020

Call centers that implement agent performance management solutions equip their agents with the ongoing coaching and training needed to perform at their best. Leverage speech analytics software for ongoing training and coaching. Leverage best practices from your top performing agents to get other team members up to their level.

Best practices 182

Best practices Call Center Outbound sales Telemarketing 182

Totango

OCTOBER 20, 2022

We’ll cover these below, along with five best practices to follow when bringing a new customer success manager aboard your team. Coaching and training. Coaching and Training. Coaching and training require knowing your product inside and out, a customer-centric focus, teaching skills, and patience. Initiative.

Management 91

Management Upselling Coaching Best practices 91

Callminer

AUGUST 1, 2017

Do your best to: Monitor and generate engagement; check in often. Make onboarding & ongoing coaching as stellar as possible. James Pollard is a marketing consultant who works specifically with financial advisors over at The Advisor Coach. The best thing that you can do to increase efficiency at a contact center is…”.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Outsource Consultants

AUGUST 3, 2020

Here are some key themes to consider to lower your average handle time (AHT): Coach — Reducing AHT can be as simple as executing a playbook. Make sure you’re helping new and existing agents understand the best practices for common customer scenarios. .

Interactive Voice Response 127

Interactive Voice Response Average Handle Time outsourcing Call Center 127

JustCall

MARCH 8, 2023

Annette Franz is a renowned customer experience thought leader, consultant, coach, and author with over 30 years of experience in the industry. Diane has a proven ability to identify opportunities in customer interactions, partnering with companies of all sizes to enhance their customer experience practices.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

Call Design

AUGUST 9, 2021

The IVR’s primary role is to automate some of the simpler tasks such as providing account details, transferring funds, or paying a bill. Examples include: 1:1 coaching, personalised training, time to read company updates or responding to emails. This type of automation allows agents to make better use of their time.

Interactive Voice Response 78

Interactive Voice Response Chatbots Coaching Virtual Agent 78

ClearAction

SEPTEMBER 29, 2016

ClearAction is a customer experience management consultancy specializing in company-wide collaboration to resolve and prevent the thorniest drags on customer experience excellence and ROI. CXM Coaching topics: customer experience strategy, culture, adoption, and metrics. Leapfrog common practice norms to true best practices.

Customer Experience 66

Customer Experience Coaching B2C Consulting 66

COPC

FEBRUARY 6, 2023

2022, Employee Engagement Research Series, Global Report Figures show Top-Two box job satisfaction on a five-point scale, bucketed by frequency of coaching. This common language helps ensure effective communication around best practices and learnings relative to their impact on performance.

Management 79

Management Employee engagement Metrics Contact Center 79

ClearAction

NOVEMBER 3, 2017

How would you like to reduce customer churn by 27%, increase Net Promoter Score TM by 65%, and outperform competitors by 20% in sales, purchasing, ordering, installation, billing, service inquiry, maintenance and account management processes? appeared first on ClearAction Customer Experience Consulting.

Customer Experience 119

Customer Experience B2B Advertising Coaching 119

COPC

APRIL 19, 2023

Viewing performance separately can help uncover both areas of opportunity and best practices. Nothing causes motivation to evaporate more quickly than holding staff accountable for things outside their control. There are three main types of tests — the best practice is to complete the following: a.

Metrics 71

Metrics Schedule adherence Benchmark Average Handle Time 71

CustomerSuccessBox

OCTOBER 31, 2021

Customer Success & Experience Influencer, Executive, Speaker, Author, Consultant, Coach, and Board Advisor who is passionate about sharing best practices and lessons learned to help others succeed! Mary Poppen is the Chief Customer Officer, Glint at LinkedIn. Why is Quarterly Business Review important?

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Coaching 52

Amity

NOVEMBER 28, 2018

Things I’ve done included developing the playbook and strategy, managing the people, really helping to coach and train my team, as well as working with the clients directly. I am the GM, the coach and the player. I started my career at SAP as product support, and then went on to be a consultant.

Coaching 106

Coaching SaaS Metrics Accountability 106

Callminer

APRIL 21, 2020

Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. One of the best tools I have seen and used for call centers is improv training…”.

Call Center 182

Call Center Management Scripts Coaching 182

CrazyCall

SEPTEMBER 4, 2018

Noah Kagan’s twitter account is constantly fueled with growth hacks, sales & marketing news and best practices to help you grow your business. Coach to SaaS founders, Chief instigator at DanMartell.com. It is almost always true that the person with the best information is the person who wins the sale.”.

Sales 129

Sales SaaS CRM B2B 129

SmartKarrot

OCTOBER 3, 2022

Role: Senior Director of Customer Success Location: Washington DC-Baltimore Area, US (Hybrid) Organization: TitanHouse As a Senior Director of Customer Success, you will establish and adhere to best practices in SaaS Customer Success. Recruit, hire, mentor and coach Customer Success team members.

Upselling 19

Upselling Coaching Best practices Consulting 19

Taylor Reach Group

AUGUST 26, 2020

Having an overall FCR number without knowing which contact / account was or was not an FCR is not helpful. The cause for lack of consistent results could be traced back to quality and can be improved by additional training, coaching and motivating agents (in order to promote higher consistency).

Analytics 121

Analytics Interactive Voice Response Contact Center CRM 121

SmartKarrot

NOVEMBER 8, 2022

Support the Business of Law sales teams (both new business and account management) throughout the new client and renewal sales cycles. Proactively guide the performance of each team member against pre-defined KPIs and mitigate risks through skills coaching as required. Recruit, hire, mentor and coach Customer Success team members.

Coaching 19

Coaching Customer advocacy SaaS Strategic Value 19

Enghouse Interactive

APRIL 17, 2019

Today, we’d like to give you some insight into the best practices for using omnichannel recording along with quality management in the contact center. Call recording has become a common contact center practice, with compound annual growth across the industry of 22%* into 2022. Key Market Regulatory Requirements.

Quality management 40

Quality management Management Best practices Coaching 40

SmartKarrot

AUGUST 24, 2022

Apply here: [link] Role: Director of Customer Success Location: Boston, MA, US Organization: Fidelity Investments As a Director of Customer Success, you will work cross-functionally to align and execute against an account strategy for each customer. Manage the post-sale relationship of Catchlight B2B accounts.

Coaching 19

Coaching Best practices B2B Accountability 19

SmartKarrot

MAY 11, 2023

Share passion, best practices and empower partner practices with a focus on leveraging payment plan technology to build their business. Train and coach personnel who interact with customers to enhance their loyalty. Your accounts are yours. Provide white-glove treatment to our most critical customers.

Customer advocacy 19

Customer advocacy Enterprise industry standards Accountability 19

SmartKarrot

APRIL 25, 2022

Drive employee engagement and a high-performance culture within the teams, ensuring effective performance management, coaching, and development of the teams, and creating an environment where people can excel through accountability, encouragement, and empowerment. Drives innovation, best practices, and process improvement.

Best practices 19

Best practices Consulting Consulting Metrics 19

Global Response

JANUARY 31, 2024

The Health Insurance Portability and Accountability Act (HIPAA): HIPAA applies to call centers handling healthcare information , and ensures that patient’s data is protected. Provide coaching and feedback to reinforce regulatory compliance in day-to-day operations. After training, consistently monitor calls. call centers.

Call Center 62

Call Center Telemarketing Government Healthcare 62

SmartKarrot

DECEMBER 12, 2022

Role: Customer Success Lead – Lark Location: San Francisco, CA, United States Organization: ByteDance As a Customer Success Lead, you will deeply understand the customer journey and develop best practices for the team to deploy, which accelerate value for the customers in a timely manner. Apply here: [link].

Best practices 19

Best practices Government Coaching Accountability 19

SmartKarrot

AUGUST 29, 2022

Role: Senior Customer Success Manager Location: Boston, MA, US Organization: LeanIX As a Senior Customer Success Manager, you will be responsible for the retention of customer accounts by ensuring continuous communication and relentless support and guidance. Execute consulting projects with customers.

Best practices 19

Best practices Call Center Benchmark Government 19

Balto

JUNE 23, 2022

A quick search for “contact center scripts” yields thousands of results aimed at teaching managers the best practices for enforcing script adherence. Almost half of our participants (48.2%) were in Customer Service, followed by Sales, Answering/Transferring Calls, Consulting, Customer Account Cancellation/Retention, and Collections.

Scripts 52

Scripts Coaching Contact Center Surveys 52

SmartKarrot

DECEMBER 13, 2022

Provide consultative customer service; help to determine customer goals, compliance challenges, and business needs, while utilizing product and industry knowledge to provide solutions and initiate orders crucial to corporate legal compliance. Including but not limited to account strategies, escalations, objectives, and initiatives.

Engineering 19

Engineering SaaS Coaching Government 19

SmartKarrot

SEPTEMBER 7, 2022

Partner with Sales, Account Management, and Implementation teams to ensure effective success plans are in place for existing and incoming customers. Work alongside the C-level sales leaders within accounts to create data-driven solutions for supercharging sales. Ensuring best practices across clients in line with agreed processes.

Customer advocacy 19

Customer advocacy Coaching Upselling B2B 19

SmartKarrot

APRIL 18, 2022

Drive employee engagement and a high-performance culture within the teams, ensuring effective performance management, coaching, and development of the teams, and creating an environment where people can excel through accountability, encouragement, and empowerment. Drives innovation, best practices, and process improvement.

Advertising 19

Advertising Customer advocacy Finance Best practices 19

SmartKarrot

MAY 23, 2022

Role: Director of Customer Success – North America Location: New York, NY, US (On-site) Organization: Leapsome As a Director of Customer Success, you will establish the best customer experience across the customer journey with onboarding, support, account management and upselling and turn the customers into advocates.

Finance 19

Finance Upselling Consulting Consulting 19

SmartKarrot

MARCH 8, 2022

An exceptional thought leader and a brilliant coach to thousands of executives, Allison Pickens, is a leading expert on recurring revenue growth. With over 30 years in the industry, Annette is a professional coach, consultant, customer journey mapping facilitator, thought leader, and influencer. Allison Pickens. Annette Franz.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

SmartKarrot

MARCH 10, 2022

Work cross-functionally to support the SVP to build best practices and evolve JazzHR customer support strategy and practice. Ensure retention of key clients and growth of their accounts. Identifying blockers to account growth and client development and communicating them to the business.

Technical Support 19

Technical Support Consulting Consulting Metrics 19

SmartKarrot

NOVEMBER 11, 2021

Role: Senior Director, Customer Success Location: Remote, New York, NY, US Organization: Culture Amp As a Senior Director of Customer Success, you will execute and optimize the customer journey for the North America (NA) Named Accounts segments establishing a scalable strategy for driving adoption and growth across the customer base.

Customer advocacy 19

Customer advocacy Technical Support Consulting Consulting 19

ChurnZero

MARCH 11, 2020

Yes, there are only four, and while there are multiple reasons at play, it’s important to choose one primary churn category for each lost account. Were you able to work with your peers in our customer base to share best practices to increase your proficiency and ROI with our product? Product fit.

Journey mapping 52

Journey mapping Finance SaaS Consulting 52