Totango

JULY 26, 2022

Protecting and growing your current customer base should be your top priority right now, but how do you do that when your marketing and sales budgets have been slashed and hiring has stopped? During periods of economic uncertainty, you need to do more with less. Empower CS Creators Across the Organization.

Best practices 111

Best practices Enterprise Personalization Sales 111

Global Response

JUNE 27, 2023

Here’s five common ones we often see—and how to avoid them in your own call center, whether you’re hiring for the first time or doing ongoing hiring to maintain or scale your team. Unfortunately, many call centers fall into the same hiring traps and pitfalls. If you don’t have time to dedicate to this process, outsourcing can help.

Call Center 62

Call Center outsourcing Advertising Coaching 62

Momentum Telecom

FEBRUARY 28, 2023

While the past few years may feel like a fever dream, IT leaders haven’t forgotten how challenging it was to set up systems to support employees working from home. Today’s platforms are more feature-rich than their predecessors, with advanced capabilities that streamline processes, improve communications, and keep employees happy.

CRM 98

CRM Technology Contact Center Surveys 98

Hodusoft

SEPTEMBER 16, 2022

What is IP PBX Auto Provisioning and How Does it Work? But what’s the use of getting new agents? Your traditional PBX system cannot accommodate new agents as all existing telephone lines are being used at full capacity! Curious to know how? How does auto provisioning IP Phones work?

Telecommunications 98

Telecommunications Interactive Voice Response Engineering Enterprise 98

Totango

AUGUST 18, 2022

A Customer Onboarding Checklist for Successful CS Teams. A lot goes into crafting the ideal onboarding process for SaaS products. You need to clearly demonstrate the ins and outs of your software to ensure your customers know how to use it and how to employ it effectively in the pursuit of their enterprise’s unique needs and goals.

Journey mapping 92

Journey mapping SaaS Upselling Enterprise 92

NobelBiz

FEBRUARY 27, 2024

Call center optimization is a strategic approach that focuses on enhancing the efficiency and effectiveness of call center operations. Elevate Operational Efficiency : Efficiency matters. Here are some standout features: Hold Queues and Smart Call Routing: Efficiently managing incoming call volumes is fundamental.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

Call Experts

APRIL 8, 2024

According to Bellomy Research , over 40% of those that use a contact center for utilities report an increase in important aspects like time, training, and associated costs needed for onboarding new employees. But as the demand for utilities grew, it became clear that a more centralized and efficient approach was needed.

Contact Center 52

Contact Center Customer Service Self service Call Center 52

ChurnZero

SEPTEMBER 23, 2022

Or, more specifically, the uncertainty it caused companies of all shapes and sizes. Again, uncertainty, but as the pandemic wanes, companies are coming face-to-face with two more fiery hoops: Uncertain macroeconomic conditions and shifting consumer demands. Searches for customer retention peaked in early 2022. . The pandemic.

Education 98

Education Customer centricity SaaS Customer retention 98

Call Design

FEBRUARY 27, 2022

Not sure how everything fits anymore? These are often the sentiments expressed as working from home employees reshuffle pandemic style and adapt. Those who have worked at home know how hard it is to remain motivated and attentive throughout the entire day. So how does gamification help? Improve Employee Retention.

Gamification 78

Gamification Consulting Consulting Management 78

Callminer

AUGUST 1, 2017

Most call centers struggle with efficiency at one time or another. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. Find out what you can do today to boost efficiency and improve call center performance by reading our pros’ responses below. Tyler Riddell.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Win the Customer

SEPTEMBER 8, 2023

It’s not just about having a great product or service; it’s about how you make your customers feel when they interact with your brand. In this blog post, we’ll explore why CX matters for startups and provide actionable strategies to craft a CX strategy that can lead to success. A superior CX sets you apart.

Customer centricity 59

Customer centricity Chatbots Feedback CRM 59

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. This also leads to being more productive and efficient in your work.

Call Center 182

Call Center Management Scripts Coaching 182

ProProfs Blog

MAY 1, 2020

Well, customer feedback is exactly what’s going to help your business improve its customer service process efficiently. Helps you track how far they’ve reached through insightful reports . Watch & Learn: How to Create an Online Training Course. Helps operators to learn at their own pace. Learn anytime, anywhere.

Customer Service 128

Customer Service Customer Support Education Feedback 128

CSM Magazine

DECEMBER 13, 2023

In a competitive market, stellar customer service stands as the cornerstone of a thriving business. Failing in this aspect can jeopardize a company’s reputation. As a matter of fact, 49% of customers have left a brand due to poor customer service , as revealed in a study back in 2021. This highlights a significant issue: neglecting customer service.

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

Nicereply

FEBRUARY 6, 2023

According to Gartner, up to two-thirds of companies compete on customer experience, making the experience more important than product and price. Standard operating procedures (SOPs) are detailed guidelines to assist an employee in performing specific tasks smoothly. What are SOPs?

Customer Service 52

Customer Service Average Handle Time Call Center Metrics 52

OctopusTech

MARCH 14, 2022

One of the best strategies to keep up with the demand during holidays is to choose to outsource and reduce the stress of management and employees. However, a major disadvantage of it is that companies need to find, train, and onboard workers every time which would incur more costs and increase in budget.

outsourcing 118

outsourcing Business Process Outsourcing Customer Support Customer Service 118

Totango

FEBRUARY 10, 2021

When your customers enjoy more value, your product adoption rates rise and customer retention rates go up. Build customer success into your policy statement, articulating how your guiding principles support the success of your customers. (“We To track customer onboarding and adoption, we use a three-step procedure.”).

Customer retention 84

Customer retention Journey mapping Benchmark SaaS 84

Fonolo

JULY 5, 2023

Customer perception has never mattered more. In the age of social media backlash and call-out culture, how your customers feel about your brand is key to your success. These are typically generational trends caused by new technology or information about a product. How customers perceive your brand is essential to your success.

Surveys 104

Surveys Brand ambassadors Sales Upselling 104

Nicereply

NOVEMBER 16, 2022

Every professional has a set of tools they rely on to work better and accomplish their goals more efficiently. Maybe that slick new tool is a perfect fit—or maybe those marketing materials are too good to be true. Employee scheduling software. As a support manager, you probably work daily with a bundle of online tools.

Management 98

Management Analytics Feedback Surveys 98

ProProfs Blog

OCTOBER 18, 2018

Only then can they fulfil customer requirements; delighting them to do more business. Efficiently manage both internal and client interaction with this single and streamlined platform. According to a Bain and Company’s report , a 5 percent increase in customer retention rate leads to more than 25 percent increase in profits.

Customer Support 114

Customer Support Customer retention Sales Management 114

aircall

JANUARY 30, 2023

When it comes to pricing, Yodel offers its customers two plans: Premium: $25 per month per user Premium Plus: $35 per month per user The Premium plan offers only three integration options, while the more expensive Premium Plus plan includes 10 integrations. What Is Yodel?

Call Center 62

Call Center call center software Analytics Customer centricity 62

aircall

OCTOBER 22, 2021

How do you anticipate holiday support needs when this year is turning out to be just as unexpected as the last one? A lot more incoming calls. More delivery delays and price hikes mean more customer queries, so now is the time to prepare your team and your technology for holiday support needs.

call center software 62

call center software Call Center call center solutions Interactive Voice Response 62

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. It goes without saying – employee turnover can significantly impact the bottom line of your business. To reduce this turnover rate, you should be laser focused on employee experience.

Contact Center 52

Contact Center Gamification Coaching Analytics 52

aircall

JANUARY 29, 2021

In a nutshell, call center training is the time that your company spends teaching call center representatives how to use communication techniques, digital tools, and workflows to ensure a good customer experience with every call. How to make recommendations. How to use software programs to effectively meet team or personal goals.

Best practices 62

Best practices Call Center call center software Morale 62

Totango

NOVEMBER 12, 2020

A decline in new business opportunities brought about by belt-tightening in the market is encouraging the use of Customer Success best practices to retain and grow opportunities with existing customers. More than half of CS teams now consist of more than 10 members, a 6% increase. Customer Success Challenges. Scaling the team.

Technology 100

Technology Customer centricity Enterprise Surveys 100

Nicereply

NOVEMBER 26, 2020

Don’t be afraid to make a little more effort. Running a remote business proved to be an efficient way to go through all the difficulties and hard times and not losing clients, employees, and money. The world is in crisis mode right now, therefore, a growing number of employees are turning to remote employees.

Customer Support 59

Customer Support Customer Service Marketing 59

aircall

SEPTEMBER 29, 2021

Employees and employers alike have started to realize that hybrid work environments are here to stay. How to maximize productivity. A successful hybrid work environment gives employees the ability to work productively, regardless of where they are located. Efficiency. What Is a Hybrid Work Environment? Cost-effectiveness.

Metrics 71

Metrics Feedback Management Personalization 71

Call Experts

JANUARY 15, 2020

Employees are the real assets for companies. As per “The future of work 2020” report, HR departments must focus on People and Performance to enhance overall employee management and productivity. . These services allow HR to be both efficient and transparent. Enhanced and efficient management of shared HR services.

Chatbots 72

Chatbots Journey mapping Interactive Voice Response outsourcing 72

Momentum Telecom

JUNE 2, 2023

While the past few years may feel like a fever dream, IT leaders haven’t forgotten how challenging it was to set up systems and cloud communication tools to support employees working from home. In this blog, we’ll discuss: The current state of cloud collaboration tools How to update your cloud communication platform?

Technology 52

Technology CRM Contact Center Surveys 52

Totango

SEPTEMBER 14, 2021

We’ll look at both how these elements impact satisfaction and how you can manage them to optimize the customer experience. How Easy Is It for Customers to Contact You? How Easy Is It for Customers to Contact You? How Long Does It Take You to Respond to Customer Inquiries?

Best practices 88

Best practices Surveys Metrics Wait times 88

Uniphore

JUNE 9, 2021

Out with the old, in with the new! With the COVID-19 pandemic forcing rapid digital transformation and the complexity of customer interactions on the rise, most companies recognize the need for new approaches. Say goodbye to outdated Employee Experience (EX) metrics and KPIs How is your contact center currently measuring EX?

Contact Center 98

Contact Center Enterprise Education Metrics 98

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. CXM has completely revolutionized how brands engage with their customers. Efficient Case Management : Streamlines interactions, preventing customers from slipping through the cracks.

Customer Experience 52

Customer Experience Management Omni-channel support Journey mapping 52

JustCall

MARCH 9, 2023

The call center industry has grown to become a $180 billion industry in the United States, which employs over 5 million employees globally. Since this industry is not showing any signs of a slowdown, it’s become a prerequisite for companies to train their agents and, more importantly, train them right.

Call Center 52

Call Center call center software Construction Best practices 52

Totango

APRIL 24, 2020

We were fortunate to have David McKenney, SVP Digital Advancement at Bentley Systems, and Marco Innocenti, Head of Customer Success Operations at Zoom, join Guy Nirpaz, Founder and CEO of Totango to share how they’ve adapted their customer success capabilities to face these challenging times and better serve customers.

Best practices 62

Best practices Enterprise Personalization Accountability 62

JustCall

MARCH 7, 2023

This blog will look at the tips and best practices for contact center management. Contact center management is how managers run their contact center’s daily operations. So while hiring new staff, look for skills such as effective communication, enthusiasm, empathy, good listening, and problem-solving apart from technical skills.

Contact Center 52

Contact Center Management Interactive Voice Response Average Handle Time 52

JustCall

AUGUST 10, 2022

With more and more companies shifting to remote working practices, many established companies are reaping the benefits of their employees working from home. But the task of managing these employees outside the original controlled office spaces also has several hurdles. It also reinforces a proper chain of command.

Best practices 52

Best practices Management Morale Personalization 52

Totango

NOVEMBER 12, 2020

A decline in new business opportunities brought about by belt-tightening in the market is encouraging the use of Customer Success best practices to retain and grow opportunities with existing customers. More than half of CS teams now consist of more than 10 members, a 6% increase. Customer Success Challenges. Scaling the team.

Technology 86

Technology Customer centricity Enterprise Surveys 86