Fonolo

DECEMBER 6, 2022

As leaders and managers, you need to get down and dirty with metrics, KPIs, and agent performance to run a successful contact center. Your call center demands your attention and careful planning if you want to see it grow in efficiency and revenue. . 1 Develop Your Contact Center Managerial Skills .

Contact Center 142

Contact Center Call Center call center software Abandon rate 142

Beyond Philosophy

JANUARY 2, 2019

Senior management doesn’t get the Customer Experience concept. Senior management doesn’t get the Customer Experience concept. The challenge is that everyone thinks they know what it takes to improve a Customer Experience, but few really do. If senior management did get it, they probably wouldn’t be in the mess they are today.

Customer Experience 390

Customer Experience Consulting Consulting Education 390

COPC

FEBRUARY 6, 2023

Balanced scorecards provide a holistic view of an organization’s site, program, department, team, or employee performance. Rather than analyzing individual key performance indicators (KPIs), a balanced scorecard measures financial, customer, and internal processes along with learning and growth perspectives.

Management 79

Management Employee engagement Metrics Contact Center 79

Aspect

MARCH 30, 2020

The true measurement of success is really whether your company has Technology Continuity as well as Workforce Continuity. Let me give you some perspective about both of these categories as well as what I would consider the next key operating category – Leadership Continuity.

Government 153

Government Contact Center Education Consulting 153

TeleDirect

DECEMBER 14, 2023

According to a recent Salesforce report , 80% of customers believe the experience you provide is as important as your services or products. For this reason, some businesses shy away from the support call centers provide, thinking they couldn’t offer that level of engagement — and they would be wrong.

Call Center 62

Call Center Technology Interactive Voice Response Scripts 62

COPC

APRIL 19, 2023

Previously, we discussed the importance of a well-designed scorecard in our blog, Benefits of a Balanced Scorecard for Performance Management. Striking the perfect balance in a scorecard is essential for maximizing its effectiveness as a robust performance management tool. quality, service, etc.).

Metrics 71

Metrics Schedule adherence Benchmark Average Handle Time 71

Totango

JULY 6, 2021

Measuring customer loyalty gauges the strength of your client relationships, helping you predict and manage performance. Loyal customers are likely to buy from you again and refer you to others, increasing your revenue. Customer loyalty is your clients’ commitment to your brand. What Is Customer Loyalty?

Best practices 110

Best practices Metrics Surveys Customer retention 110

Comm100

DECEMBER 8, 2020

It takes careful management of a lot of moving parts. It takes patience and dedication. They save you time and money on customer services, while also improving your customer satisfaction levels. Read on to find out why a chatbot is the best solution for your customer interaction needs. Enter automation.

Chatbots 53

Chatbots Scripts Sales Personalization 53

Beyond Philosophy

JANUARY 23, 2019

That’s always been the case; I have always been the one taking more risks. Sometimes the risks I take pay off; sometimes they don’t. She does not take many risks, save for marrying me in the first place. There’s this fascinating interplay between when we take risks and when we don’t.

Benchmark 281

Benchmark Marketing Technology Personalization 281

Beyond Philosophy

JULY 29, 2019

I managed to get up to a senior position. In light of this fact, we decided managing company politics would be an excellent subject of conversation for a recent podcast. In light of this fact, we decided managing company politics would be an excellent subject of conversation for a recent podcast. I was joking, of course.

Consulting 260

Consulting Consulting Morale Benchmark 260

Call Design

NOVEMBER 14, 2021

Gamification doesn’t just improve the working and training processes of agents; it also allows managers to better track and adjust training to accommodate for employees based on their performance. You will get more from a system that is continuously updated as it will keep your agents engaged. Look Long-Term.

Gamification 78

Gamification Consulting Consulting Management 78

Beyond Philosophy

APRIL 25, 2019

We had Professor Bill Hedgecock, associate professor of marketing Carlson School of Management at the University of Minnesota, as a guest on a recent podcast to talk about facial recognition and facial expression analysis technology and application in Customer Experience programs. Even my phone password is my face. But is it creepy ?

Technology 296

Technology Entertainment Consulting Consulting 296

Hodusoft

FEBRUARY 16, 2022

The same report suggests a 60% increase in customer service agents working from home. Taking the hybrid route organizations are not only surviving but beginning to gain the momentum necessary to thrive in the long term. A hybrid work environment creates a situation in which managers lack visibility of team members working remotely.

Contact center software 98

Contact center software Contact Center contact center solutions CRM 98

ProProfs Blog

JUNE 26, 2020

Common customer service terms will help operators get accurate understanding of the field and enhance their abilities when providing solutions to your customers. Account Administrator, also known as Admin, manages and configures the customer support software like live chat or help desk for its team members. Agent Performance Report.

Customer Service 179

Customer Service APIs Customer Support Feedback 179

NobelBiz

FEBRUARY 13, 2024

These features range from managing calls to analyzing customer data. NobelBiz OMNI+ takes the capabilities of Predictive and Power Dialing to the next level, transforming the contact center landscape with its versatile suite of dialing options. This efficiency reduces idle time and increases overall contact rates.

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

Nicereply

DECEMBER 21, 2021

Maximize the value of using Nicereply day-to-day and learn how to manage customer feedback! If you work as a Customer Support Manager, working with feedback is a huge part of your to-do list. Let’s look at the best practices of how to manage customer feedback. Daily best practices for Support Managers.

Best practices 98

Best practices Feedback Management Surveys 98

Totango

MARCH 8, 2022

Getting involved in the best customer success communities can give you access to the resources you need to take your CS team to new levels of performance. First, we’ll take a look at just what a customer success community is and what the benefits of being involved in one are. What Is a Customer Success Community?

Best practices 115

Best practices SaaS B2B Marketing 115

Toister Performance Solutions

MARCH 2, 2023

This blog is a participant 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. Is burnout gripping your contact center? Keep reading to see a summary or download the complete report here.

Contact Center 101

Contact Center Agent burnout Surveys Accountability 101

COPC

JUNE 9, 2023

Welcome back to our Balanced Scorecard Blog Series! If you’ve been following along, you already know the incredible value that a balanced scorecard brings to performance management. We’re ready to take our understanding to the next level in this third installment.

Management 52

Management Coaching Metrics Average Handle Time 52

Nicereply

AUGUST 3, 2021

If your business is growing fast, then your customer service ticket volume is, too. For many companies, outsourcing is the best next move. How can you be sure you’re putting your customers in good hands? Ideally, you’ll have an account manager in addition to a team lead. Who is my main point of contact?

outsourcing 98

outsourcing Accountability Business Process Outsourcing call center professionals 98

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.

Call Center 52

Call Center Coaching Contact Center Metrics 52

Beyond Philosophy

MAY 8, 2019

So, if your customers display any of those emotions, then you’re losing money. So, in other words, when your customers feel these, you can get blips of improvement in your “value” metrics. The next level up from that is what we call the Recommendation Cluster. It was a tough audience.

Construction 389

Construction Customer emotions Consulting Consulting 389

ProProfs Blog

DECEMBER 12, 2019

Is managing your company help desk a tough challenge? Here, you will be engaged in a detailed discussion on how to run a help desk and the various ways to improve help desk performance. Improving Help Desk Performance in Ten Steps. Define Your Goals. Train Your Help Desk Employees. Inform Your Customers.

Wait times 143

Wait times Metrics Self service Feedback 143

CSM Magazine

APRIL 20, 2022

Embrace analytics to boost your wellbeing strategy. Here, he takes a closer look and gives 3 reasons why you can’t afford to ignore the latest advancements in technologies designed for modern workforce optimisation and engagement. In our last blog , we asked the question ‘what does wellbeing really mean?’

Technology 52

Technology Coaching Analytics Enterprise 52

Momentum Telecom

MARCH 6, 2024

1] But despite their growing popularity, cloud technologies create new challenges for network management. Traditional WANs simply weren’t designed to handle the traffic patterns, security requirements, and performance demands of modern cloud-based applications. With the global SD-WAN market expected to reach $8.4 What is SD-WAN?

SaaS 52

SaaS Management Technology Marketing 52

JustCall

DECEMBER 19, 2022

If you’re planning to invest in a dialer for your sales team (or are looking for a way to boost reps’ productivity), this blog is for you! If you’re planning to invest in a dialer for your sales team (or are looking for a way to boost reps’ productivity), this blog is for you!

Sales 52

Sales CRM Call Center Scripts 52

ProProfs Blog

APRIL 25, 2019

You must be willing to invest in some additional tools to ensure your business sustains against intense competition. You must be willing to invest in some additional tools to ensure your business sustains against intense competition. Especially when your competitors have already invested in them, they become a necessity for you too!

Analytics 112

Analytics CRM Engineering Marketing 112

aircall

AUGUST 30, 2021

As a manager, you’re responsible for overseeing and leading the work and safety of a group of people. . If you’re a new manager of a remote team or a work-from-home veteran, check out Aircall’s free toolkit on how to build and manage effective remote teams. Be open and available for your remote direct reports.

Feedback 133

Feedback Management CRM Technology 133

Totango

MAY 11, 2021

Stakeholder engagement and management is critical for customer retention. Here’s how to plan an effective stakeholder management strategy and track your performance. A well-designed stakeholder engagement and management strategy includes two key components: An action plan for promoting stakeholder engagement.

Management 84

Management Best practices Journey mapping Metrics 84

AWS Machine Learning

JANUARY 5, 2024

Many organizations have been using a combination of on-premises and open source data science solutions to create and manage machine learning (ML) models. Data science and DevOps teams may face challenges managing these isolated tool stacks and systems. Wipro is an AWS Premier Tier Services Partner and Managed Service Provider (MSP).

Management 110

Management APIs Engineering Government 110

OctopusTech

OCTOBER 14, 2022

As per the reports by Statista , in the year 2021, e-retail sales had crossed over 5.2 If you are looking to hire an expert Shopify for your store or app, then you will surely open door to new opportunities and will take your business to the next level. Why Do Companies Choose Shopify?

Abandon rate 62

Abandon rate Consulting Consulting Sales 62

ProProfs Blog

JULY 20, 2021

But when you are not appreciated by your leaders, are asked to work overtime, and the only thing you look forward to is the weekend – you might wonder if it’s really worth it?” But, how can your business be proactive and gauge employee sentiments? That’s where a simple employee satisfaction survey comes to your rescue.

Surveys 109

Surveys Feedback Employee engagement Best practices 109

Global Response

MAY 22, 2023

If you currently use inbound or outbound call center services and are looking for ways to: expand your services improve service levels increase efficiency develop more flexible and scalable models support business growth …then a blended call center might be a better fit for your business.

Call Center 62

Call Center outsourcing Benchmark Metrics 62

Totango

SEPTEMBER 1, 2022

Why Your QBR SaaS Model Needs an AI Makeover. The traditional fixed quarterly review is being replaced by real-time performance monitoring and artificial intelligence data analysis, enabling you to stay engaged with clients between scheduled reviews. First, we’ll examine what a SaaS QBR is and why they’ve become so important.

SaaS 97

SaaS Journey mapping Upselling Best practices 97

Lumoa

FEBRUARY 7, 2023

With all relationships, taking the time to listen is crucial to its success. Without listening to the voice of your customer, you’ll be like a ship without a rudder or a compass…lost and drifting without direction. Customers don’t always take the time to express their feelings. But listening isn’t always that easy.

Customer centricity 169

Customer centricity Feedback Surveys Metrics 169

ClientSuccess

NOVEMBER 9, 2022

High-performance sales and marketing teams have relied on operations resources for years to streamline operations, optimize workflows, and ensure efficient processes. Here are three considerations to take into account when it comes to investing in customer success operations: 1. The right solutions allow CSMs to do more with less. .

SaaS 68

SaaS Metrics CRM Sales 68

aircall

MARCH 9, 2022

From using new technologies to improving your conversation, there’s always room to develop your sales approach. And not only is learning an ongoing part of mastering the sales craft, but it’s also central to scaling a high-performing sales team. . Top Tips for Tweaking Your Professional Development Strategy.

Sales 62

Sales SaaS CRM Analytics 62