CSM Magazine

MARCH 16, 2023

You may be asking what Pi has to do with customer data analytics in contact centres? Scientists use it to calculate trajectories of spacecraft, design buildings and understand DNA. We do not question the integrity of this analysis or the results derived. So, why don’t we think the same when it comes to analyzing customer data?

Analytics 52

Analytics Coaching Finance Upselling 52

JustCall

JULY 29, 2021

Competent sales teams are not built overnight. It involves a continuous practice of coaching sales teams. In fact, sales coaching plays a role in raising a high-performing team of sales reps. Missed sales quotas can be a source of chagrin for managers. So, are you tapping into coaching for your sales reps?

Coaching 86

Coaching Sales Scripts Construction 86

aircall

OCTOBER 6, 2021

In a series of experiments, researchers even found that happier workers were 17% more productive. . One of the best strategies for increasing engagement and retention is to refine your sales onboarding process. Defining Effective Sales Onboarding. What Is an Effective Sale Onboarding Approach? .

Sales 117

Sales Scripts Best practices Feedback 117

Cisco - Contact Center

JUNE 18, 2020

Over the past year, Cisco has been advancing our contact center portfolio to help our customers drive business growth and competitive differentiation. Read our announcement about the latest artificial intelligence innovations to our contact center portfolio. Identified by Aragon Research.

Contact Center 116

Contact Center Enterprise contact center solutions Cloud contact 116

NobelBiz

MARCH 12, 2024

Key Components of Unified CXM Unified CXM comprises several essential components: Holistic Customer View : Integrates data from marketing campaigns, sales, customer service interactions, social media, CRM systems, and feedback tools. Utilizing data analytics to gain actionable insights into customer behavior and preferences in real-time.

Customer Experience 52

Customer Experience Management Omni-channel support Journey mapping 52

Global Response

APRIL 17, 2023

Are you looking to: boost productivity and efficiency among your team? Not only can a great BPO call center manage day-to-day operations of customer service and support, but BPO outsourcing can also help boost productivity, improve processes, integrate customer data and analytics, improve QA processes and more.

Call Center 62

Call Center outsourcing Bilingual agents Chatbots 62

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. . The Importance of Professional Development for Sales Teams .

Sales 62

Sales SaaS CRM Analytics 62

Callminer

AUGUST 6, 2019

Call Center Monitoring: All call analytics which can be tracked and measured are in call center monitoring software. The most sophisticated solutions offer multi-channel text and speech analytics. Predictive Dialer: An automated calling system, typically used for sales. Types of Call Center Software.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

ProProfs Blog

JANUARY 30, 2020

And we all know, what goes online, reaches everyone and hampers the brand image as well. In this blog, we aim to collate various customer engagement statistics in one place that will give you an idea about various aspects of engagement with customers. Impact of Customer Engagement On Sales. Successful Customer Engagement.

B2B 204

B2B Banking Personalization Employee engagement 204

Callminer

AUGUST 1, 2017

Coping with unanticipated upticks in demand, staff turnover, and other common call center challenges only further complicate matters for managers working to create an efficient, productive, and effective team. Meet Our Panel of Contact Center Experts: . Tyler Riddell. Alex Tebbs. Vincent Nero. Rachel Ivers. Katherine Dougherty.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

NobelBiz

JANUARY 16, 2024

Call center campaigns regardless of whether they’re inbound or outbound consist of more, than just phone conversations. These goals can include providing support generating sales or gathering market insights. These objectives may include providing support, generating sales, or gathering market insights.

Call Center 52

Call Center Interactive Voice Response Contact Center Inbound sales 52

Real Blue Sky

MARCH 6, 2023

We see leading brands focusing on customer care as a center of excellence (COE), driving positive customer experiences, growth in customer loyalty, and improved profitability. This blog post is not about the technological transformation of the call center into the modern contact center. Azim Premji, Founder Chairman, Wipro Ltd.

outsourcing 98

outsourcing Contact Center Real estate Business Process Outsourcing 98

Callminer

MAY 11, 2020

Leveraging interaction analytics software not only provides insights into your employees’ performance, but it also offer clues about employee satisfaction, enabling managers to take proactive action before a dissatisfied or disgruntled employee becomes a more serious concern. Frank Spear. Chane Steiner. Stefan Chekanov. Marc Prosser.

Management 273

Management Customer Experience Customer Service Coaching 273

Nicereply

FEBRUARY 22, 2023

In reality, the combination of dynamic people skills and vast exposure to your product provides a great foundation for a career path anywhere in your organization. In our conversation, Erin Willis , Program Manager of Vendor Management at ClassPass , shares their support story. For five years, I worked at Chuck E Cheese’s.

Customer Support 52

Customer Support Technical Support SaaS Coaching 52

ProProfs Blog

JUNE 26, 2020

Learn the commonly used customer service and support lingo. An agent can be a part of the support or sales team who receives service tickets and is responsible for resolving customer requests quickly. They are responsible for setting the workflow for the sales or support team. But, where to start? Agent/User. Agent Collision.

Customer Service 179

Customer Service APIs Customer Support Feedback 179

JustCall

MARCH 21, 2022

Sales training isn’t just about having the right tools and tricks up your sleeve. That’s why you need sales training to ensure that the behaviors that help win deals can be codified and shared with new hires and trainees. Preparing a training program for your sales team. Sales Training Program.

Sales 52

Sales Coaching Scripts CRM 52

Global Response

MARCH 20, 2023

In this article, we’ve gathered tried-and-true techniques from our team of experts to help you calculate—and reduce!—your Not even company factors after-call work (ACW) into their AHT calculation, but we do recommend it. The more efficient and productive agents are, the more calls they’ll be able to handle in a shorter period of time.

Average Handle Time 62

Average Handle Time Scripts Call Center Interactive Voice Response 62

Aspect

DECEMBER 27, 2017

Much like in 2016, this year I’ve had countless conversations about chatbot needs with numerous customers, prospects, and partners around the globe, and it’s clear to me that as an industry we have made progress. When we see something new, we are attracted to it; it’s in our DNA. Let’s have a look.

Chatbots 116

Chatbots Contact Center Interactive Voice Response Enterprise 116

Education Services Group

MAY 6, 2021

Perception of product becoming reality. I previously worked for a company that sold commercial and industrial construction analytical reports and planning capabilities to large corporations and contractors. This project would take five years to complete, and Company ABC wanted to use our subscription service for those five years.

Accountability 92

Accountability Construction SaaS Sales 92

NobelBiz

OCTOBER 26, 2020

Truth be told, in order to become a sales star, you probably need to look at it from both angles. As we like to put it, art and science are the two sides of the same coin. This is why, if you ever wondered how to get better at sales calls, you should look both ways. This is true for both face-to-face and over-the-phone sales.

Sales 52

Sales CRM Contact Center Personalization 52

Select VoiceCom Blog

JUNE 13, 2023

AI technologies are transforming business operations, from chatbots providing instant customer support to intelligent data analytics improving decision-making. Read on as we delve into AI’s influence on the BPO landscape and explore real-world examples and best practices for a successful implementation.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing Chatbots Best practices 52

Amity

JANUARY 16, 2019

We all know that an organization is not going to be fully successful until customers are put at the core of the business. The lack of cross-functionality leads to departments which are working individually, with their own solutions and encourages silos. Webinars, blog posts, and events can help you build your advocates!

Customer centricity 66

Customer centricity SaaS Sales Marketing 66

GetFeedback

APRIL 17, 2019

To relieve customers’ hard feelings about problems with some products or services, companies usually choose to improve the customer service skills of their agents. Not entirely, since to get to the point of using your agents’ skills, customers first need to contact your support. But does this work well? And they don’t always.

Customer Service 102

Customer Service CRM Self service Gamification 102

JustCall

FEBRUARY 23, 2021

Sales, support, and call center agents are bound by multiple manual tasks during their working hours. Besides, manual tasks come with their own share of errors. But, before we probe into its benefits, let's get a sense of what VoIP integration is all about. Most of the time, agents have to use this software simultaneously.

voip 52

voip CRM Analytics Metrics 52

CSM Practice

SEPTEMBER 25, 2020

08:27 – Irit’s survey about Pipeline Conversion and Subscriptions Model revenue impact. 13:20 – Nick shares his blog post about the four-step playbook for reopening with your customers. 08:27 – Irit’s survey about Pipeline Conversion and Subscriptions Model revenue impact. The Interview: . 21:31 – Wrap Up. The Interview: .

Upselling 85

Upselling Surveys Chief Customer Officer Consulting 85

LiveChat

JULY 29, 2019

Many awesome products we use have plenty of features which sometimes we don’t realize. Just recently I found out that if we mistype a digit in an iPhone calculator, there’s no need to cancel with “C” or “AC” and start all over again. Swiping left or right at the top of the screen removes the last number we entered.

Management 52

Management Analytics Personalization Metrics 52

aircall

MARCH 27, 2017

The first article looked at the usefulness of the process for your business. This second one explains how to plot a successful customer journey map and how to use it to your business’ and your customers’ advantage. they have a website which they’ve made mobile-friendly, as well as live chat, phone, and email service and sales channels.

Journey mapping 82

Journey mapping Accountability Customer retention Morale 82

Mindtouch

OCTOBER 12, 2017

The customer site is CAKE software for restaurant management and point of sale , a software-as-a-service (SaaS) product owned by the massive food service conglomerate Sysco. It’s all too common to hear, “We’re spending most of our support call time on training and onboarding.”

Self service 48

Self service SaaS Analytics Sales 48

Amity

NOVEMBER 14, 2016

In today’s blog, you’ll learn: - The top traits and skills to look for when hiring a Customer Success Manager. Sales / Account Management. As with support roles, sales-related backgrounds provide experience that translates well to a customer success role. Product Management. Experience.

Management 95

Management Sales Analytics Metrics 95

Amity

MARCH 5, 2018

In today’s blog, you’ll learn: - The top traits and skills to look for when hiring a Customer Success Manager. Sales / Account Management. As with support roles, sales-related backgrounds provide experience that translates well to a customer success role. Product Management. Experience.

Management 77

Management Sales Analytics Metrics 77

Real Blue Sky

MARCH 6, 2023

We see leading brands focusing on customer care as a center of excellence (COE), driving positive customer experiences, growth in customer loyalty, and improved profitability. This blog post is not about the technological transformation of the call center into the modern contact center. Azim Premji, Founder Chairman, Wipro Ltd.

outsourcing 52

outsourcing Contact Center Real estate Business Process Outsourcing 52

Real Blue Sky

MARCH 6, 2023

We see leading brands focusing on customer care as a center of excellence (COE), driving positive customer experiences, growth in customer loyalty, and improved profitability. This blog post is not about the technological transformation of the call center into the modern contact center. Azim Premji, Founder Chairman, Wipro Ltd.

outsourcing 52

outsourcing Contact Center Real estate Business Process Outsourcing 52

aircall

MARCH 16, 2018

Our 2018 customer support strategy survey was sent to 475 industry leaders. All surveys were anonymous, so we can be confident that these answers were honest. Sifting through the responses, we saw a fair amount of optimism, a bit of frustration, and a few prominent patterns. Here’s our interpretation of the qualitative results.

Customer Support 88

Customer Support Brand ambassadors Morale Surveys 88

Amity

JUNE 16, 2016

With more than 23,000 paying customers worldwide, Moz provides analytics software to track all of a website's SEO and inbound marketing efforts on one platform. We sat down with Ellie Wilkinson , the Senior Customer Success Team Manager at Moz, to discuss how Customer Success has evolved over the last two years.

Engineering 80

Engineering Accountability Feedback Marketing 80

JivoChat

DECEMBER 2, 2021

In this article, we will cover you with some thorough understanding of the two platforms Shopify vs. Shopify Plus: Shopify and Shopify Plus overview . With up to 133 currencies supported, almost everyone can access your products without any barriers. Powerful checkout analytics and data. When and Why to Perform Shopify Upgrade.

Abandon rate 52

Abandon rate APIs Sales Enterprise 52

Customer Service Life

FEBRUARY 4, 2019

The text of this article originally appeared on the ICMI blog on December 5, 2018. If you’ve sat through any customer service technology demos or walked the showroom floor at an industry conference, you’ve undoubtedly heard well-meaning sales folks speak of innovation, disruption, and automation. Hint: Focus on Agent Performance.

Contact Center 67

Contact Center Chatbots Analytics CRM 67

ProProfs Blog

DECEMBER 20, 2019

79% of businesses prefer to use live chat at their website instead of email (61%), phone (44%), and social media (48%) platforms to communicate with customers for instant support. Businesses are using live chat increasingly because live chat instills confidence in the customers. Amazing isn’t it! . What is Live Chat?

Customer Support 124

Customer Support Marketing Sales Wait times 124