NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. It represents a holistic approach that is aimed at transforming call center functions into a streamlined, customer-focused powerhouse.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

Mindtouch

JUNE 28, 2018

Our recent webinar, Agile Knowledge Management for Support, generated plenty of conversation. To keep the conversation going, here’s a brief recap of some takeaways from the webinar, including additional insights from David Kay and the team at D B Kay & Associates. Demand-driven. But what about customer support agents?

Customer Support 71

Customer Support Customer effort Metrics Management 71

NICE inContact

SEPTEMBER 30, 2019

Of all the communications channels, the web chat channel is quickly emerging as the leader in customer satisfaction and as a channel that improves agent efficiency, productivity and engagement. Chat increases Customer Satisfaction (CSat). Students wanted fast, efficient service they could access with minimal effort.

Abandon rate 54

Abandon rate Contact Center Education Accountability 54

SmartAction

OCTOBER 19, 2022

However, in recent years their use has declined as businesses have learned how difficult it is to properly maintain a chatbot that actually helps customers to accomplish their goals. Call centers must adapt to changing client demands for self-service by giving their chatbots new features and capabilities.

Chatbots 52

Chatbots Virtual Agent Interactive Voice Response Self service 52

Creative Virtual

AUGUST 5, 2020

A question that should be easier for companies to answer – and one that has become increasingly important this year: If your customers expect support on digital channels and you aren’t there to provide it, do you lose those customers to competitors who are?

Virtual Agent 52

Virtual Agent Customer Experience Chatbots Self service 52

CX Global Media

JULY 17, 2018

This contact center supervisor “stuff” has become too complicated to leave to chance — particularly if you are trying to have a positive employee and customer experience. That’s right, employees leave and customers leave because of the lack of frontline supervisor development quality. Customer Service and Sales.

Contact Center 179

Contact Center Coaching Construction Call Center 179

Uniphore

AUGUST 6, 2021

Demanding callers. In our webinar, What Your Call Center Agents Rant About on Social Media , we went beyond the annual Voice of the Employee survey to explore how agents really view the contact centers they work in—and why they’re leaving at an alarming rate. Complex processes. Impossible expectations. Download eBook. The New Normal.

Contact Center 98

Contact Center Self service Call Center Analytics 98

ChurnZero

AUGUST 6, 2021

Ranked as one of the top emerging jobs by LinkedIn , you’ll find no shortage of Customer Success careers across SaaS and other markets. Demand for this role only continues to climb as Customer Success becomes an indispensable part of how organizations retain and expand recurring revenue. . Customer Success Podcasts.

SaaS 98

SaaS Personalization Accountability Education 98

Kayako

SEPTEMBER 3, 2015

We set ourselves an ambitious goal of building the first successful monthly industry webinar series. Here’s the story of how we got started, and what we learned from running our first webinar. It is a two-in-one that keeps on giving long after the webinar itself is over. Two weeks before the webinar: We set a time.

Benchmark 106

Benchmark Marketing Advertising B2B 106

ChurnZero

JULY 9, 2020

But if you’re like most companies, when it comes to attracting your customers, the only thing your marketing’s dropping is the ball. Sure, you won customers over to get the initial purchase, but what about your post-sale courting? If you are committed to truly helping your customers grow, you need to make them the best at what they do.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

NobelBiz

MAY 2, 2023

Welcome to this insightful blog post, where we discuss building a successful outbound lead generation strategy for contact centers. Many of the unique webinar’s talking points are expanded here in this article. The market has become more competitive, and people are demanding more quality and compliance.

Contact Center 52

Contact Center Average Handle Time Call Center CRM 52

ClientSuccess

JUNE 19, 2019

If you think retaining an existing customer is expensive and unnecessary, try acquiring a new one. Adding credibility to this statement is a research study by Invesp Consulting which suggests: Existing customers are 50% more likely to try new products and spend 31% more than new users! Personalized Offers Lead to Loyal Customers.

Customer retention 73

Customer retention B2C Entertainment Consulting 73

CX Global Media

JULY 17, 2018

This contact center supervisor “stuff” has become too complicated to leave to chance — particularly if you are trying to have a positive employee and customer experience. That’s right, employees leave and customers leave because of the lack of frontline supervisor development quality. Customer Service and Sales.

Contact Center 136

Contact Center Coaching Construction Call Center 136

ChurnZero

NOVEMBER 18, 2021

Customer education is why I live in a jungle. So, how does this relate to customer education? What inspired me to improve my gardening skills is the same catalyst that inspires customer education, and most positive actions: a desire for change. low-effort ways to better care for my plants).

Education 98

Education SaaS Real estate Self service 98

Lumoa

APRIL 18, 2023

As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management. Predictive modeling and real-time data analysis have created huge opportunities for companies to personalize the customer experience. Think about it.

Analytics 83

Analytics Customer Experience Management Surveys 83

Mindtouch

JUNE 4, 2020

Over the last three years, through a vigorous process of trial and error, MindTouch has developed a time-to-value focused methodology for customer self-service. This information is particularly relevant now as the pressures of a global pandemic cause all businesses to reassess how they provide a meaningful customer experience.

Self service 62

Self service Contact Center Chatbots Analytics 62

Hodusoft

FEBRUARY 29, 2024

That’s one of their most potent tools to deliver exceptional customer service. The MSP market has become extremely competitive and customer service matters a lot in providing a competitive edge. When MSPs serve this many clients, it’s quite important for them to provide the best-in-class customer service.

Call Center 52

Call Center Abandon rate call center software Omni-channel support 52

CustomerSuccessBox

DECEMBER 20, 2018

SaaS Customer Success is a rapidly growing field and lately, there has been a huge demand for Customer Success Managers (CSMs). According to Linkedin , Customer Success Manager is the third most promising job of 2018. So how do you decide whether SaaS customer success is right for you or not?

SaaS 66

SaaS Analytics Management Sales 66

NobelBiz

JUNE 5, 2023

The Basics of Lead Generation Lead generation, at its core, is the process of identifying and nurturing potential customers for a business’s products or services. Inbound lead generation includes blogging, SEO, social media, PPC. This requires deep customer understanding and a flexible approach to communication. .

Call Center 52

Call Center Scripts CRM Contact Center 52

Monet Software

SEPTEMBER 10, 2020

How to infuse contact center operations with empathy to improve interactions, customer satisfaction and CX. Empathy is critical in customer service, especially amidst COVID-19. Many customers are feeling frustrated, distracted and otherwise in need of some extra support. Loosen the Script.

Call Center 71

Call Center Personalization Scripts Morale 71

ChurnZero

AUGUST 6, 2021

Ranked as one of the top emerging jobs by LinkedIn , you’ll find no shortage of Customer Success careers across SaaS and other markets. Demand for this role only continues to climb as Customer Success becomes an indispensable part of how organizations retain and expand recurring revenue. Customer Success Podcasts.

SaaS 52

SaaS Personalization Accountability Education 52

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy. Reviewing your existing CX strategy is a good place to start.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

ChurnZero

NOVEMBER 18, 2022

As a Customer Success leader, do you find yourself watering down your budgetary requests? You might worry about coming off as demanding, or incompetent at making do with what you already have. According to our 2022 Customer Success Leadership Study, CS teams are already underfunded and under-resourced.

Finance 98

Finance Education Sales Accountability 98

ChurnZero

NOVEMBER 18, 2021

Customer education is why I live in a jungle. So, how does this relate to customer education? What inspired me to improve my gardening skills is the same catalyst that inspires customer education and most positive action: a desire for change. low-effort ways to better care for my plants).

Education 52

Education SaaS Real estate Self service 52

CustomerSuccessBox

FEBRUARY 14, 2019

The searches for the keyword ‘ Role of a Customer Success Manager ’ have been increasing since the last few years. As companies around the world are getting aware of the importance of Customer Success, the demand for seasoned Customer Success Managers (CSMs) is also increasing exponentially. Why is it so? Reduce churn.

Management 67

Management Upselling SaaS Sales 67

Totango

JULY 21, 2020

A crisis is a time for Customer Success teams. In situations such as the current COVID-19 pandemic, your CS team can take action to prevent customer churn during the pandemic while also helping to build a sustainable future for both parties once the danger passes. Evaluate Your Customers’ Exposure. Revisit Customer Goals.

SaaS 64

SaaS Calibration Enterprise Customer retention 64

Monet Software

AUGUST 27, 2020

It’s impossible to change everything in the contact center at once, so where should the organization focus its effort to drive the biggest quality improvements early on? Why are agents struggling to meet these customers’ needs quickly? Watch the on-demand webinar here. . And if not, at least you know what needs work.

Quality management 62

Quality management Call Center Management Call flow 62

Toister Performance Solutions

FEBRUARY 7, 2019

Customer service is often the same way. The experience is almost always amplified for good or bad by invisible ropes—things that alter your customer's perception of reality. This post will help you identify invisible ropes that might annoy your customers and ruin their experience. The prank was pure genius. All to no avail.

Customer Service 75

Customer Service Wait times Accountability Contact Center 75

JustCall

JUNE 17, 2020

In a previous blog post, I shared strategies around how to pivot sales processes. Now, in this blog post, I will be focusing on ways to pivot your sales prospecting processes, in particular. At the same time, customers are more active and engaged now that most of them are working from home.

Sales 52

Sales CRM Scripts Accountability 52

Amity

APRIL 7, 2017

You might need additional funds to purchase a Customer Success Operations system to automate playbooks and avoid unnecessary manual work. You might need additional funds approved to hire additional Customer Success managers. This often means your customer success team’s impact on the company’s growth. Step 1: Goals.

Chief Customer Officer 67

Chief Customer Officer Metrics Consulting Consulting 67

JustCall

MARCH 28, 2023

Your customer-facing teams are at the heart of your business. Many sales and customer support teams are poorly trained, insufficiently equipped, and incoherent in execution. In this blog, we will cover the exact steps you can take to set your customer-facing teams for success.

Morale 52

Morale Sales Feedback Construction 52

bold360 Blog

OCTOBER 18, 2019

The interest in Customer Experience (CX) is only growing day by day, with many companies seeing the opportunity to delight their customers and drive their business forward. This leaves many companies stuck on where and how to start on their journey towards improv ing their customer experience strategy. .

Customer Experience 40

Customer Experience Chatbots Self service Personalization 40

Totango

JULY 24, 2020

The digitization of business has changed the way SaaS and subscription enterprises derive value from their customers and given rise to a mutually beneficial model. The best B2B client expansion strategies achieve this by creating more value for customers — value that they will be willing to pay for. Leverage Voice of Customer Feedback.

B2B 62

B2B Enterprise Best practices Upselling 62

SmartAction

JUNE 9, 2023

Expectations from customers to be available 24/7 on a variety of channels from voice to social media have driven communication with businesses to evolve beyond traditional interactions. Conversational AI has emerged as the bridge, enabling human-like conversations to help drive and solve customer queries.

Virtual Agent 72

Virtual Agent Chatbots Self service Feedback 72

Talkdesk

SEPTEMBER 1, 2017

When Talkdesk expanded its product offering with AppConnect , one of the most critical areas we wanted to address for our customers was analytics. Measuring your activity is the first step to improving the way you treat your customers. Lower abandon rates mean more customers are getting their needs met through the contact center.

Contact Center 41

Contact Center Analytics Abandon rate Metrics 41

Comm100

NOVEMBER 23, 2016

We all know customer loyalty is the driving engine for a flourishing business. But what is customer loyalty, actually? Customer loyalty is having customers who are committed your company and your products , not just a price point that a competitor can easily emulate. A solid customer loyalty program. A free item?

Airlines 59

Airlines Scripts Accountability Advertising 59

ClientSuccess

SEPTEMBER 26, 2019

Your customers are the lifeblood of your business. But gaining new customers is a hard process, costing about five times as much as retaining an existing customer. . That’s one of the reasons why so many businesses focus on retaining the customers they’ve already gained. Provide benefits to loyal customers.

Customer retention 49

Customer retention Metrics SaaS Upselling 49