aircall

OCTOBER 6, 2021

Employee engagement is more than just getting things done—it’s identifying with what you do. As a business owner, you need to create an environment where there is meaning behind the tasks your employees do. Additionally, employees who feel connected to their jobs are happier and work harder. Why is this important?

Sales 117

Sales Scripts Best practices Feedback 117

Playvox

NOVEMBER 30, 2022

Long-term capacity planning needs a serious overhaul, and the best strategy for a turnaround is a radical one. If your full-time employee count (FTE) is consistently under or over your annual capacity plan, you need Radically Operationalized Capacity Planning. There is also a demand for businesses to do everything more efficiently.

Contact Center 82

Contact Center Metrics Management Customer Support 82

SharpenCX

SEPTEMBER 29, 2021

As a manager, your executive team is consistently pushing you to keep employees engaged, reduce turnover, increase profitability and efficiency. We’ve compiled four employee training templates to give you practical strategies to increase learning and training in your contact center. I understand. Where do you start?

Contact Center 137

Contact Center Coaching Employee engagement Call Center 137

CSM Magazine

JUNE 22, 2023

Here are some tips to help your company optimize its recruitment process and attract the best candidates. You can promote your organization’s values, mission, and culture by creating a positive work environment and offering attractive employee benefits.

Education 52

Education Employee engagement Feedback Analytics 52

Totango

AUGUST 18, 2022

A Customer Onboarding Checklist for Successful CS Teams. A lot goes into crafting the ideal onboarding process for SaaS products. One way to tackle these challenges is to utilize a customer onboarding checklist for your CS team that delineates all of the targets that need to be hit during this stage of the customer journey.

Journey mapping 92

Journey mapping SaaS Upselling Enterprise 92

Solvvy

JULY 13, 2022

A growing Software as a Service (SaaS) business where employees divide time between customer service tasks and other responsibilities, for example, may suddenly find there aren’t enough hours in the day to get everything done. Even if you have a full complement of staff, there are times when you still need more resources.

Customer Service 90

Customer Service Chatbots Self service Customer Support 90

JustCall

MARCH 9, 2023

For instance, according to research, simulation training, which is a part of such a training module: Outperforms role-playing-based training in terms of accuracy and speed of processing customer calls Improves agent performance at higher levels of task complexity Why is Agent Training Important?

Call Center 52

Call Center call center software Construction Best practices 52

ChurnZero

NOVEMBER 9, 2021

When trying to figure out how to best improve customer experience , you should be mindful of the entire customer journey. Keep reading for our tips on how to improve customer experience at your SaaS company. Design a Fluid Onboarding Experience. Ensure that your onboarding process is designed around your customer’s needs.

SaaS 97

SaaS Customer Experience Surveys Customer retention 97

JustCall

MARCH 6, 2023

Bain & Company claims that “happy employees make for happy customers.” ” In other words, employees who are motivated and have a great understanding of the impact they make at work are the ones who are consistently improving the customers’ lives. 12 Tips to Improve Agent Productivity 1.

Coaching 52

Coaching Call Center Scripts Construction 52

JustCall

OCTOBER 16, 2023

The trick is to orchestrate a seamless transfer process to reduce customer frustrations. The trick is to orchestrate a seamless transfer process to reduce customer frustrations. Quick and efficient transfers are nothing short of a relay race where you pass the baton to the next athlete. Can I please place your call on hold?”

Customer centricity 52

Customer centricity Contact Center Contact center software Morale 52

Uniphore

JUNE 9, 2021

However, simply automating processes for the sake of automating delivers mixed results at best. Getting the most from automation requires an “employee-first” approach that arms your agents with intuitive solutions to help them work more efficiently and effectively.

Contact Center 98

Contact Center Enterprise Education Metrics 98

Education Services Group

MAY 10, 2022

SOPs help organizations document and stick to best practices for routine operations and are excellent resources for quickly and efficiently getting new employees up to speed. So, I’ve decided to lay out some best practices, include a few resources, and give you a free template to make it a little easier for you!

Best practices 52

Best practices CRM Accountability Management 52

CustomerSuccessBox

DECEMBER 13, 2021

Here, he talks about the best practices in Customer Onboarding. Can you define successful onboarding? What are the ingredients of a perfect customer onboarding? The system is configured properly according to the highest priority business process needs; Users are ready to be productive with the product.

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Customer advocacy 52

Totango

NOVEMBER 3, 2022

Check out six key takeaways from their discussion, plus a bonus tip from a session hosted by our friends at Higher Logic. Be sure to watch the full video below for even more helpful tips. . In order to achieve step-change growth, you need to deliver value to your customers at scale—and across their entire journey with your company.

Journey mapping 62

Journey mapping Chief Customer Officer Healthcare Sales 62

Andrew Mcfarland

FEBRUARY 24, 2023

Resource managers are an essential part of any business. They manage resources such as time, money, and people to ensure that projects stay on track and objectives are met. We’ll also discuss some tips for resource managers to help them succeed. What is a resource manager? What does a resource manager do?

Management 48

Management Education Finance Accountability 48

CSM Magazine

JULY 28, 2021

The little details such as the steps you take to stay efficient, the things you do to keep your employees happy, and the actions you take to stay one step ahead of the competition are all processes that keep your business running. This is where company management processes come in. Financial Processes. Redundancy.

Management 52

Management Finance Upselling Accountability 52

Help Scout

JULY 15, 2021

In this article, we cover four major pain points of delivering customer service in the education industry along with some tips on how to address them. Many countries have specific privacy laws about processing and handling education-related information. Pain point #1: Privacy concerns. For example, in the U.S.,

Education 115

Education Customer Service outsourcing Self service 115

JustCall

MARCH 7, 2023

Read on for to know more on the same, along with pro tips and strategies to create a sales process tailored to a digital ecosystem and discover some of the best practices for hybrid work. This article reveals the pros and cons of this work model and some hybrid workplace best practices to build a productive team.

Best practices 52

Best practices Sales Morale Personalization 52

JustCall

APRIL 3, 2023

Key Responsibi lities of a Customer Success Team The key responsibilities of a customer success team generally include the following: Onboarding: The customer success team is responsible for helping new customers get started with the product or service, ensuring they understand how to use it and achieve their goals. What Is Customer Success?

Upselling 52

Upselling Metrics Best practices Customer centricity 52

Callminer

APRIL 21, 2020

Call center leadership has a significant impact on performance by setting the tone of the workplace and fostering employee morale. Call center leadership has a significant impact on performance by setting the tone of the workplace and fostering employee morale. This also leads to being more productive and efficient in your work.

Call Center 182

Call Center Management Scripts Coaching 182

Balto

FEBRUARY 8, 2023

The process can be pretty complex when you take into account your agents’ skills and break times, as well as the different channels you offer support through and peak times. We’ll also share some actionable tips that can inspire your workforce management strategy. These include voice, email, web, chat, and SMS interactions.

Call Center 52

Call Center Management call center workforce Contact Center 52

Fonolo

FEBRUARY 22, 2022

At the end of a long work day of managing agents, customer queries, and high call volumes, call center leaders want to have achieved two fundamental goals: retain solid employees, and provide excellent customer service. Involuntary attrition refers to employees that leave for extenuating circumstances (like relocation or illness).

Call Center 87

Call Center Contact Center call center workforce Morale 87

NobelBiz

MARCH 12, 2024

Customer demands are ever-changing and more often than not, they become more and more difficult to keep up with for a lot of businesses. Customers today expect seamless and personalized interactions across all touch points. Disjointed experiences not only frustrate customers but also hinder businesses from nurturing loyalty and trust.

Customer Experience 52

Customer Experience Management Omni-channel support Journey mapping 52

ChurnZero

NOVEMBER 9, 2021

When trying to figure out how to best improve customer experience , you should be mindful of the entire customer journey. Keep reading for our tips on how to improve customer experience at your SaaS company. Design a Fluid Onboarding Experience You know what they say about first impressions. It’s vital to customer retention.

SaaS 52

SaaS Customer Experience Surveys Customer retention 52

Call Experts

MARCH 18, 2020

This guide includes educational resources, recipes, science experiments, themed movie nights and more! . Actors read to Children: FREE children's literacy resource featuring the world's best storytellers reading books aloud. 50 Educational Preschool Shows on HULU: 50 of the best educational preschool shows on Hulu for you.

Education 75

Education Contact Center Journey mapping Interactive Voice Response 75

ChurnZero

JANUARY 4, 2024

New technologies, best practices, and strategies, combined with an industry-wide drive for sustainable, profitable growth, have made CS teams the revenue-building stars of every SaaS organization. “Their task: to build customer success into the best-performing department: a center of excellence that integrates technology and people.

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 52

aircall

DECEMBER 28, 2020

Once distributed teams are in place, you may find that your workflows are more efficient, your business is growing, and it’s time to scale. The right tools will make the process of scaling your distributed teams faster and easier. The right tools will make the process of scaling your distributed teams faster and easier.

Analytics 62

Analytics Call Center Agent burnout Metrics 62

Hodusoft

DECEMBER 28, 2022

Need, Metrics, and Best Practices. Call center management refers to the entire process of managing the daily operations of a call center. It involves tasks such as employee hiring, training, and workforce scheduling to efficiently manage telecommunication activities like inbound and outbound calls.

Best practices 52

Best practices Call Center Metrics call center software 52

Balto

NOVEMBER 8, 2022

There are many metrics and KPIs (Key Performance Indicators) that give you insights into agent productivity, customer satisfaction, and employee satisfaction. These metrics can significantly improve your decision-making process and make your agents and customers happier. Key Metrics for Measuring Agent Performance. Call Volume.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

ChurnZero

JUNE 12, 2020

They focus on how to get things done faster, better, and more efficiently. As employees, we want to do more in a shorter amount of time. When we represent our organizations, we want to generate more revenue with fewer resources,” explains Smartsheet in their article on calculating productivity. Why You Need Operations to Scale.

SaaS 80

SaaS Metrics Customer retention Analytics 80

Lumoa

NOVEMBER 30, 2022

Naturally, this is setting a new benchmark for E-commerce stores, since customers are choosing to shop at only the best websites in the competitive space. Naturally, this is setting a new benchmark for E-commerce stores, since customers are choosing to shop at only the best websites in the competitive space.

Customer Experience 83

Customer Experience Chatbots Virtual Agent Sales 83

Nicereply

MARCH 10, 2021

To make the best out of a relationship with a customer support partner, you need to make sure you consider every aspect of this relationship. Most likely, they have spent time and other resources toward improving their service, and keeping up with industry standards and trends.

outsourcing 98

outsourcing Customer Support Automotive B2C 98

Balto

SEPTEMBER 12, 2023

Fintech providers have stormed the market with efficient systems and seamless customer support experiences. With increased adoption of digital channels, competition from fintech services, and evolving customer expectations, the financial services industry has changed forever. Evolving customer expectations.

Customer Experience 52

Customer Experience Customer centricity Coaching Analytics 52

Amity

MARCH 12, 2018

Retention is the best way to achieve business success, and guess what the opposite of retention is? Bad-fit customers are meant to churn, but before they do, they’ll consume your Customer Success team’s time and resources. Deliver The Best Onboarding Experience Ever. Customer interviews during onboarding.

Morale 72

Morale Sales Education Personalization 72

ProProfs Blog

JANUARY 31, 2019

You do your best to build out a team—inside sales, outside sales, customer success—to get them to work as an efficient, customer-focused unit. You train them in how to deal with customers as part of your employee onboarding program. You train them in how to deal with customers as part of your employee onboarding program.

Best practices 129

Best practices Customer centricity Sales Feedback 129

Expivia

OCTOBER 4, 2021

In this guide, we’ll give you tips and advice on how to manage the relationship with your outsourcing partner. An outsourced contact center completes specific tasks according to your business needs to make your operations more efficient. If your business has customers, they need a way to contact you.

outsourcing 98

outsourcing Contact Center Call Center Calibration 98

Balto

FEBRUARY 6, 2023

Strong benefit programs lead to happy employees: 82.45% of agents received additional compensation on top of their salary and hybrid workers saw increases in both career perception and promotion-seeking activities. With year-over-year attrition rates reaching 45% or above , the contact center can seem like a transient job.

Contact Center 52

Contact Center Coaching Surveys Scripts 52