Nicereply

NOVEMBER 13, 2023

Customer service teams are the superheroes of the business world. When you have a question about a product you bought online, or if something isn’t working as it should, who can you turn to for help? The customer service team, of course! Customer service is all about helping customers.

Customer Service 59

Customer Service Technical Support Upselling Personalization 59

Totango

JANUARY 19, 2022

Whether you’ve worked in the customer success industry for a while or you’ve recently decided that this is the career path for you, searching for Customer Success Manager jobs can be intimidating – especially if you don’t know where to start. Top Skills Needed for All Customer Success Manager Jobs.

Management 102

Management Brand ambassadors Enterprise Engineering 102

Nicereply

MAY 26, 2020

Soft skills are much more than just being nice. For most of us, when we think about learning new skills for our roles, we want to pick up extra hard skills. For most of us, when we think about learning new skills for our roles, we want to pick up extra hard skills. This is especially true for customer service jobs.

Customer Service 105

Customer Service Customer advocacy Technical Support Feedback 105

Beyond Philosophy

JULY 12, 2017

If you haven’t read Jeff Bezos’ latest letter to his shareholders, put it on your to-do list pronto. There are many takeaways from his letter, but one that stands out to me most is this: “ Obsess over customers, not competitors.”. What works for their competitors, may not work for them even if they are in the same space.

Advertising 303

Advertising Marketing Sales Consulting 303

Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. We’ll cover these below, along with five best practices to follow when bringing a new customer success manager aboard your team. What Is a Customer Success Manager (CSM)?

Management 90

Management Upselling Coaching Best practices 90

NobelBiz

JANUARY 16, 2024

Are you struggling to boost customer satisfaction, enhance agent efficiency, or increase lead generation in your contact center? So, as a call center owner, manager or supervisors how do you tackle these difficult challenges and improving the overall performance within your contact center?

Call Center 52

Call Center Interactive Voice Response Contact Center Inbound sales 52

VocalCom

DECEMBER 31, 2018

For many customers, a conversation with a service agent is a defining moment in their relationship with your brand. An agent who listens attentively and solves the customer’s problem upon first contact can win that person’s loyalty. In customer service, attitude is everything. Great listening skills.

Customer Service 97

Customer Service Contact center software Contact Center CRM 97

ChurnZero

JANUARY 25, 2024

How will customer success jobs, and the skills they require, evolve in 2024? With technology advancing and customer expectations rising, customer success has become an essential force driving business growth and customer loyalty within the SaaS industry.

Education 52

Education Upselling Consulting Consulting 52

Nicereply

JANUARY 17, 2024

In today’s hyper-connected world, where customers wield more power than ever before, businesses face an unrelenting challenge: customer complaints. Did you know that, on average, dissatisfied customers will share their negative experiences with 9-15 people ? Why solve customer complaints?

Complaint resolution 105

Complaint resolution Scripts Feedback Wait times 105

LiveChat

JANUARY 3, 2019

The end of the year is the time when you sum the past year, thinking about your ups and downs, (trying not to focus too much on downs, I hope). It was a good year for the LiveChat blog. We’ve featured posts of many great content writers and shared tons of knowledge with you. And our average bounce rate of 30%? It was just great.

Chatbots 59

Chatbots B2B SaaS B2C 59

Provide Support

MAY 12, 2015

Today’s customer service involves more than a conversation face-to-face or on the phone. Email, live chat and social media have become important channels for consumers to engage with brands and seek for customer support. Top 20 Customer Service Soft Skills to Master. <img src="[link].

Customer Service 108

Customer Service Customer Support Best practices 108

CustomerSuccessBox

MARCH 31, 2022

With the tremendous growth in the SaaS industry, the job role of a Customer Success Manager (CSM) has become one of the most promising careers! In this highly competitive SaaS market, it is the customer success manager who elevates the company’s growth. Being a great customer success manager is not that easy!

Management 52

Management SaaS Accountability Upselling 52

JustCall

MARCH 9, 2023

You could have the best product in the world. But if your customer service skills are circling down the drain, you will end up losing more customers with every passing day. Patience, empathy, and problem-solving are some of the good skills to have for customer service.

Customer Service 40

Customer Service Construction Feedback Personalization 40

Nicereply

NOVEMBER 16, 2022

As a support manager, you probably work daily with a bundle of online tools. As experts in their craft, they know which tool to use in a given situation, based on the business need or specific task at hand. If you work as a mechanic – it’s a wrench and a screwdriver. Critical tools for every customer support manager.

Management 98

Management Analytics Feedback Surveys 98

ProProfs Blog

FEBRUARY 7, 2020

Everyone says that customer support used to be easy. For an 18th century blacksmith, the questions and concerns from customers were pretty simple. At least it was obvious that customers would simply walk to the store whenever they needed support. . Customer support is not rocket science. Solutions came easily too.

Customer Support 160

Customer Support Surveys Inbound sales Construction 160

CrazyCall

JUNE 12, 2019

To make an effective business or sales call you need much more than just a basic set of telephone skills. In fact, making business over the phone requires you to master a handful of qualities which later on – when put in use – will help you turn every call into a closed deal. Positive Tone.

Scripts 90

Scripts Wireless Sales Feedback 90

NobelBiz

JUNE 19, 2023

As businesses, we need to harness this culture of immediate responses to elevate customer service levels. From monitoring agent performance and customer interactions to identifying emerging trends and addressing issues proactively, real-time monitoring is a game-changer. What is Real-Time Monitoring?

Call Center 52

Call Center Coaching Contact Center Metrics 52

Peter Lavers

NOVEMBER 26, 2015

Are you neglecting the development of softer skills in your analysts? Talking to Customer Insight Leaders, including at the DataIQ Talent Awards , it would seem they are. Softer skills not valued by some more geeky analysts or leaders. So, what do I mean by softer skills? Just too damn busy!

CRM 100

CRM Analytics Consulting Consulting 100

JivoChat

JANUARY 24, 2023

Whether you are a marketing professional who wants to enhance your skills or someone who doesn’t have any experience with marketing, there are several online marketing courses available for different needs. You can learn more about that, and become an expert to boost your career or enhance your business performance.

Marketing 75

Marketing Engineering Analytics Accountability 75

Expivia

FEBRUARY 25, 2024

Unraveling the Potential of Auto QA: Redefining Contact Center Evaluation Are you ready to uncover the transformative power of Auto QA? In this blog, we embark on a journey through practical QA scenarios, illuminating how Auto QA, enhanced with advanced prompting , is reshaping the assessment landscape.

Contact Center 52

Contact Center Technology Feedback Analytics 52

Customer Guru

JUNE 6, 2018

Some say that to be perfect in a customer-driven industry and to deliver 100% customer satisfaction is next to impossible. However, isn’t that what makes it more desirable? If the idea of customer service excellence were so easy, every organization would be at the top of their game!

Customer centricity 123

Customer centricity Best practices Personalization Customer Experience 123

TeleDirect

DECEMBER 14, 2023

Do you know how many leads you are losing and how much every lost lead is costing your company? You can quickly calculate this figure by knowing the number of leads you receive in a given time and how many leads are converted into clients. So, what is appointment setting ? What makes us pros?

Business Process Outsourcing 62

Business Process Outsourcing outsourcing B2C B2B 62

NobelBiz

FEBRUARY 13, 2024

The call center industry has been changing faster than ever, due to technological breakthroughs and constantly evolving customer demands. In 2024, businesses have the crucial responsibility of understanding and adopting the latest technology trends in customer service. Among its standout features is the Preview Dialer.

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

JustCall

JUNE 2, 2021

Over 50% customers today are willing to switch brands after having one bad customer service experience. While that may sound excessive, there is no denying that the call center skills of your agents can either make or break your business. What is Customer Service? Customer testimonials.

Call Center 52

Call Center call center professionals call center software Scripts 52

Nicereply

DECEMBER 3, 2019

It may feel like you’re drinking from a fire hose of metrics or drowning in talk about soft skills. Thirty days from now you’ll have this stuff mastered. In his book, Kaufman laid out something he called “rapid skill acquisition” – a systematic method for learning virtually any skill in a short period of time.

Customer Service 74

Customer Service Metrics Customer Support Construction 74

aircall

JANUARY 6, 2022

Consultative selling, also known as needs-based selling, is a sales tactic in which the seller acts primarily as an advisor, focused on helping a prospect solve one or more critical business issues. Well-practiced active listening skills. The following steps can be used to implement a winning needs-based selling strategy.

Consulting 62

Consulting Consulting Sales Analytics 62

Nicereply

NOVEMBER 16, 2023

Mastering open-ended questions is key, as they unlock more than just brief replies. The skill of openness and support is crucial for team leaders who want to cultivate a similar culture among their employees and customers. What is an open-ended question? ”, and “What?” ”, “How?”,

Feedback 59

Feedback Surveys Benchmark Customer centricity 59

JustCall

FEBRUARY 26, 2020

Want to get an essence of what a sales associate job description looks like? Primarily, a sales associate is responsible for selling products or services. A sales associate is the personality representing the company in front of the customers. He/she needs to be equipped with the right set of skills and qualities.

Sales 52

Sales B2C B2B voip 52

Toister Performance Solutions

JULY 30, 2020

It's the ability to politely, yet quickly move along a customer service call. These skills were originally a big part of call center agent training back when talk time, or handle time, was considered an essential metric. Customers don't want to waste time. Customers don't want to waste time. What is call control?

Contact Center 77

Contact Center Call flow Customer emotions Accountability 77

ChurnZero

JANUARY 12, 2021

This is a guest blog post by Kristen Hayer, Founder & CEO of The Success League. . Nobody loves it when a customer feels the need to escalate their concern. For the customer, it feels like they have to take an extra step to accomplish what should have happened, from their perspective, in the first place.

Customer advocacy 64

Customer advocacy Engineering Management 64

Nicereply

JANUARY 28, 2020

Many customer service leaders don’t enjoy writing job descriptions. Consider this alternative: What if your job descriptions – instead of putting people to sleep or making good candidates bail – were inspiring? In this article, we’ll show you how to do just that. And who can blame them?

Customer Service 103

Customer Service Surveys Personalization Management 103

Anexa BPO

JUNE 15, 2022

Solution selling has become critical as markets evolve, and an important factor for success will be a highly trained, exceptionally skilled “selling solutions” sales team. It’s the art of selling what they didn’t know they needed. So what has been standing in the way of selling solutions? Now you look more like a partner.

Consulting 52

Consulting Consulting Business Process Outsourcing Coaching 52

ProProfs Blog

JUNE 30, 2020

“People don’t care how much you know until they know how much you care”. It’s not the amount of knowledge you are willing to offer, but the efforts you wish to take to keep your customers satisfied and loyal to your brand. That’s the true essence of customer service experience.

Customer Service 128

Customer Service Chief Customer Officer Customer centricity Marketing 128

Win the Customer

MAY 12, 2020

O utsourcing call center activities to a third party vendor lets you expand your service capabilities to more customers on to deliver exceptional experiences on behalf of your brand name. Let’s say you facing a customer on epoch for summarizing the list of benefits gathered from the business on the days go.

outsourcing 128

outsourcing Big data Sales Chatbots 128

Real Blue Sky

JULY 12, 2022

In our last blog post , we talked about how employee turnover rate can often be 100%+ annually in a contact center. To reduce this turnover rate, you should be laser focused on employee experience. PS – If you want to catch up on our employee experience series, you can start here.). The Heartbeat of Every Company.

Contact Center 52

Contact Center Gamification Coaching Analytics 52

Help Scout

MAY 27, 2021

When considering customer success and account management, it’s valuable to consider them as complementary teams rather than interchangeable groups or, worse, competitors. What is customer success? There are a few things that differentiate customer success from account management. Key components of customer success.

Accountability 65

Accountability Management Upselling Education 65

Integrity Solutions

MAY 13, 2021

What are the traits of a great salesperson in 2021? Customer expectations are higher than ever. One of the more striking findings from our research is that success, particularly for salespeople, has more to do with “who you are” than “what you know.” But it is a reflection of a new selling reality.

Sales 86

Sales Customer centricity Best practices B2B 86