ChurnZero

DECEMBER 27, 2019

Along with one too many holiday parties, the year’s end brings reflections and roundups of the most popular trends from the past 365 days. I f ChurnZero were to release a greatest hits compilation of our top content, milestones, and life events in 2019, this blog post would be it. Top 10 Blog Posts from 2019 .

Chief Customer Officer 64

Chief Customer Officer SaaS B2B Best practices 64

ShepHyken

MAY 15, 2017

Each week I read a number of customer service and experience articles from various online resources. Here are my top five picks from last week. My Comment: Let’s start this weeks’ Top Five articles roundup by wishing Southwest Airlines a Happy 50th Birthday! And, who doesn’t want that!

Customer Service 174

Customer Service Airlines Customer retention Personalization 174

CSM Magazine

MAY 16, 2023

When selecting a contact center to assist your company, you want more than outsourced services. They not only answer calls and questions, but engage your customers in friendly conversation, enthusiastically representing your brand values. Protel BPO agents are selected from a fast-growing contact center labor pool.

Contact Center 52

Contact Center outsourcing Management Sales 52

Nicereply

NOVEMBER 25, 2021

Remember, most businesses don’t bother to show customers appreciation, so even choosing the easiest of these methods is likely to make you a cut above the rest. So many businesses neglect their customers after the sale. Once customers part with their money, they may only have contact with the business if they have a problem.

Feedback 98

Feedback Advertising Personalization Marketing 98

Toister Performance Solutions

MAY 7, 2020

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. The research started as a quest to discover the most effective ways to delight customers. What is customer effort?

Customer Service 111

Customer Service Self service Wireless Customer effort 111

CSM Magazine

DECEMBER 14, 2021

The best customer experiences blend speed and convenience with the human touch, which is a fine balancing act for contact centres today. Ross Daniels at Calabrio shares 3 winning strategies for meeting complex customer and agent expectations. . 3 ways to embrace double-edged customer expectations.

Analytics 59

Analytics Self service Technology Metrics 59

Monet Software

OCTOBER 28, 2020

Tips for maintaining contact center engagement, no matter the season. The holiday season is fast approaching and employees are starting to check out mentally, as if they’re suffering from the call center version of high school “senior-itis.”. 1 Distinguish lagging motivation from true burnout. It’s that time again.

Employee engagement 90

Employee engagement Call Center Morale call center workforce 90

Callminer

APRIL 21, 2020

Learn more about how gamification can help boost call center agent performance by downloading our white paper, Using Gamification to Improve Contact Center Performance. Read on to learn about effective leadership activities you can use in your organization. Productivity and creativity come from the outside…”. Frank Spear.

Call Center 182

Call Center Management Scripts Coaching 182

Expivia

SEPTEMBER 2, 2021

Call center reporting is the only way to know how your contact center is performing. From daily performance reports to identifying seasonal trends, reporting is an art form in the call center that defines the past, present, and future of your organization. Agent & Customer Sentiment Reports. What Is Call Center Reporting?

Call Center 96

Call Center Average Handle Time Benchmark Best practices 96

SharpenCX

FEBRUARY 18, 2020

Between meetings with other managers and department heads, you barely have time to answer all the mentions on Slack. And, you have a meeting with a customer in an hour to talk about some data they lost due to a bug in your system. You spend your day focused on your agents and your customers. Are your customers happy?

Call Center 84

Call Center Coaching Management Contact Center 84

JustCall

MARCH 21, 2022

This blog looks at how sales training should be approached by breaking it down into a clear 4-week timeline and how to structure your training into modules that can make it more effective. Offer an atmosphere conducive to the growth of the sales reps right from day 1. support and guide your sales reps right from day 1.

Sales 52

Sales Coaching Scripts CRM 52

JivoChat

APRIL 5, 2022

If you are starting a new business or investing in your company’s growth, learning how to make a website from scratch is fundamental. A website is your address online, a place where your potential customers can find information about you, and know more about your products and services. Define Your Website’s Goal.

Engineering 75

Engineering Best practices Advertising Sales 75

Creative Virtual

DECEMBER 10, 2020

Around this time every December, I put cursor to page and fingers to keyboard to take a look back over the last 12 months and reflect on some of the highlights of the year for Creative Virtual. This is the seventh time I’ve done this annual year in review blog post, but never have I had to review a year that was like 2020.

Virtual Agent 52

Virtual Agent Chatbots Technology Personalization 52

24-7 InTouch

APRIL 15, 2021

After more than a full year of BPOs operating contact centers in a 100% virtual environment, there have been some key learnings and takeaways that will continue to impact the customer care industry for years to come. . Employee Engagement. Blended Model.

Contact Center 52

Contact Center Morale Employee engagement Customer Care 52

Nicereply

NOVEMBER 25, 2021

Remember, most businesses don’t bother to show customers appreciation, so even choosing the easiest of these methods is likely to make you a cut above the rest. So many businesses neglect their customers after the sale. Once customers part with their money, they may only have contact with the business if they have a problem.

Feedback 52

Feedback Advertising Personalization Marketing 52

Nicereply

NOVEMBER 7, 2023

You’ve just gotten promoted to manager of your customer support team, and you’re thriving. You’re great at optimizing processes, devising new programs to improve the customer experience, and you love collaborating and developing your team. Avoid giving negative feedback without warning or in front of others.

Feedback 59

Feedback Construction Scripts Engineering 59

Fonolo

SEPTEMBER 11, 2018

We got a lot of feedback on last week’s blog , both in private and in public (see this thread on LinkedIn, for example). Contemplating the eventual fate of humans in the customer service process leads to some spicy conversations. I also made a claim last week about a “self-serve ceiling” that I realize is harder to nail down.

Customer Service 89

Customer Service Banking Contact Center Call Center 89

NICE inContact

SEPTEMBER 15, 2016

Every contact center manager wants a team of agents that perform at optimum levels. Here are five different ways contact center managers can make sure they’re getting the most out of their agent coaching sessions. When offering critical feedback to agents, managers should find a private space out of earshot of other employees.

Coaching 87

Coaching Call Center Construction Contact Center 87

Serenova

AUGUST 11, 2020

Improving customer experience is a stated priority for nearly all businesses, large and small, spanning geographies and every conceivable market category. These call center agents serve at the frontlines for the business and have an outsized impact on customers’ perception of the organization at large. What is a Call Center Agent?

Call Center 98

Call Center Contact Center Chatbots Quality management 98

JivoChat

OCTOBER 10, 2021

Time management, customer relationships, enhance productivity, and keeping track of your business needs are all challenges that small companies face as they expand. Learning how to use a CRM can help you with that. For example, by integrating marketing tools, including email, you can segment your customers and leads.

CRM 52

CRM Sales Journey mapping Marketing 52

Toister Performance Solutions

OCTOBER 26, 2017

Contact center leaders are constantly trying to improve agent performance. Others are time consuming. Still others require support or expertise that's not readily available. I reached out to 11 contact center leaders and asked them to share a favorite technique they've used to improve agent performance in some way.

Schedule adherence 56

Schedule adherence Chief Customer Officer Coaching Contact Center 56

ijgolding

DECEMBER 19, 2016

Having been involved in the world of Customer Experience for many years, nothing should really surprise me – I have very much witnessed the good, the bad and the ugly of business behaviour. Two days ago, my wife was asked to participate in a Sky customer feedback survey. However (there is usually one of those in my posts!!),

Feedback 73

Feedback Engineering Surveys Customer centricity 73

JustCall

MARCH 13, 2020

It takes days and weeks of training to equip sales representatives with the right set of skills. I have framed a week-wise sales training program timeline, that you can adopt for training your team of sales representatives. Offer an atmosphere conducive to the growth of the sales reps right from day 1. Day 1: ORIENTATION .

Sales 72

Sales Scripts Coaching CRM 72

ChurnZero

SEPTEMBER 4, 2020

By programming repetitive tasks and trigger-based communications – b uilt on behavior, lifecycle, or product usage – you never miss an opportunity to capitalize on your customers’ most pressing pain points, needs, and wants. Instead trigger your outreach based on the customer’s actions (or lack thereof). .

Metrics 87

Metrics Benchmark SaaS Accountability 87

Enghouse Interactive

FEBRUARY 5, 2021

It has fundamentally changed how we work, especially in the customer service industry. And while current lockdowns mean most contact centres remain closed, with staff working from home, now is the time to focus on the future and build the right working environment for the post-lockdown world. The future of work.

Self service 40

Self service Coaching Chatbots Quality management 40

Nicereply

JUNE 24, 2021

Customer Effort Score seeks to quantify and highlight these very difficult conversations, so that customer service teams can avoid them in the future. Created in 2010, the Customer Effort Score is fairly new to the scene but is becoming increasingly more popular. What is Customer Effort Score (CES)?

Customer effort 81

Customer effort Surveys Metrics Feedback 81

Kayako

OCTOBER 27, 2015

Last week, Sarah Hatter of CoSupport and Sarah Chambers of Kayako joined forces to present a fantastic live webinar about the top five customer support mistakes all businesses make, and how to conquer them. Sarah Hatter founded CoSupport in 2011, and in 2014 released her first book The Customer Support Handbook.

Customer Support 88

Customer Support Education Coaching Self service 88

Fonolo

SEPTEMBER 11, 2018

We got a lot of feedback on last week’s blog , both in private and in public (see this thread on LinkedIn, for example). Contemplating the eventual fate of humans in the customer service process leads to some spicy conversations. I also made a claim last week about a “self-serve ceiling” that I realize is harder to nail down.

Customer Service 52

Customer Service Banking Contact Center Call Center 52

REVE Chat Blog

MARCH 4, 2020

B2B lead generation is the primary level in the sales funnel that helps turn your target audience into potential customers. The process includes collecting customer information that is used for making conversions by nurturing properly. Just because visitors show interest in your brand doesn’t make them a potential customer.

B2B 71

B2B Best practices CRM Sales 71

Talkdesk

NOVEMBER 9, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. To see all of Talkdesk’s Dreamforce 2017 highlights, visit our Dreamforce 2017 landing page. Every customer base is unique and requires a unique blend of problem solving skills and contact center tools.

Agent Empowerment 40

Agent Empowerment Contact Center Metrics Best practices 40

Serenova

AUGUST 11, 2020

Improving customer experience is a stated priority for nearly all businesses, large and small, spanning geographies and every conceivable market category. These call center agents serve at the frontlines for the business and have an outsized impact on customers’ perception of the organization at large. What is a Call Center Agent?

Call Center 52

Call Center Contact Center Chatbots Quality management 52

GetFeedback

NOVEMBER 20, 2018

Event & Conference Survey Questions from Beginning to Send. Three weeks after Dreamforce, they also emailed a post-event survey to attendees. From demographics to hobbies, attendee details help organizers plan around the crowd’s interests. Invite them to register for your company’s other upcoming events.

Surveys 79

Surveys Feedback Analytics Abandon rate 79

REVE Chat Blog

NOVEMBER 21, 2019

Customers expect a fantastic experience when they engage with your business. Similarly, businesses should also inculcate lead generation ideas and strategies to improve the customer base for their growth. Hubspot says, 74% of companies say converting leads into customers is their top priority. What is Lead generation? .

Best practices 77

Best practices B2B Sales Chatbots 77

CSM Practice

FEBRUARY 20, 2020

At early startup stages , customer success teams and other customer-facing teams are usually familiar with their customer base. This relationship-driven engagement model becomes difficult as the customer base becomes larger and more diversified. Why Should Customer Success Be Obsessed with Data?

Analytics 52

Analytics Customer centricity Metrics Accountability 52

Talkdesk

NOVEMBER 9, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. To see all of Talkdesk’s Dreamforce 2017 highlights, visit our Dreamforce 2017 landing page. Every customer base is unique and requires a unique blend of problem solving skills and contact center tools.

Agent Empowerment 40

Agent Empowerment Contact Center Metrics Best practices 40

Talkdesk

NOVEMBER 9, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. To see all of Talkdesk’s Dreamforce 2017 highlights, visit our Dreamforce 2017 landing page. Every customer base is unique and requires a unique blend of problem solving skills and contact center tools.

Agent Empowerment 40

Agent Empowerment Contact Center Metrics Best practices 40

GetFeedback

FEBRUARY 7, 2020

The focus on customer experience isn’t going anywhere. In fact, we’d argue that superb customer experience is no longer just a “nice to have”; it’s a necessity for any business that wants to flourish in the coming years. . You have to deliver a great product as part of an incredible experience, or your customers will abandon you.

Surveys 79

Surveys Customer effort Feedback Customer Experience 79