Uniphore

JUNE 10, 2021

We also learned just how important contact centers are to our everyday lives. When the whole world went remote, people started calling in in record numbers, forcing businesses to reassess their customer service game. At Jacada, we recognized the challenges of overwhelmed—and often understaffed—contact centers early on.

Call Center 98

Call Center Self service Contact Center Interactive Voice Response 98

CSM Practice

JANUARY 13, 2021

Some of the renewal management challenges for many businesses include : Lack of a customer-centric approach. Overwhelmed CSMs managing renewals, health, and expansion. No proven renewal playbooks. It may go like this: A scheduled check-in call devoid of meaning or personalization. Renewal Manager.

SaaS 98

SaaS Customer centricity Accountability Education 98

NICE inContact

SEPTEMBER 20, 2019

Everywhere you turn, the calls to move to cloud environments have become prevalent – regardless of system, workload or application, its no secret that cloud has redefined how our most critical systems are deployed and operated. The playbook for moving to the cloud is not a one size fits all.

Contact Center 63

Contact Center Interactive Voice Response Cloud contact Best practices 63

Fonolo

SEPTEMBER 19, 2017

One of our goals with the Fonolo blog is to help you stay current on the many aspects of the fast-moving contact center industry. Sadly, that’s made it hard to find quality among all the fluff, so we’ve assembled 4 recent reports that we feel are worth your time. Who wrote it: Brian Cantor, Call Center Week (a division of IQPC).

Call Center 89

Call Center Contact Center B2C Benchmark 89

Talkdesk

MAY 11, 2020

This is a guest blog from Lindsey Plocek, Head of Marketing at Observe.AI. With a deep technology background and intimate understanding of the contact center space, our team at Observe.AI Talking about performance It’s a blessing and a curse that the show must go on in contact centers right now. What should be avoided?

Coaching 88

Coaching Contact Center Morale Analytics 88

Totango

AUGUST 21, 2020

Shelby Czarnota: Through Totango, we are putting the customer at the center, enabling Aaccount collaboration and transparency supporting our Customer First mindset. How do you manage Customer Success across your ecosystem? Q: How did SAP manage CS prior to the Totango deployment? KS: That’s a big opportunity for us.

Upselling 115

Upselling Accountability Metrics SaaS 115

bold360 Blog

DECEMBER 10, 2020

As the COVID-19 pandemic has shown, organizational agility is essential for crisis-proofing (and future-proofing) your customer and employee experiences. Luckily, there’s a playbook organizations can follow to develop that maturity. It’s also about your organization keeping up with the more innovative companies out there.

Self service 52

Self service APIs Technology Wait times 52

Monet Software

AUGUST 27, 2020

When you’re just getting started with quality management (QM), it can be overwhelming. It’s impossible to change everything in the contact center at once, so where should the organization focus its effort to drive the biggest quality improvements early on? Or what about looooong calls? What quality factors make the difference?

Quality management 62

Quality management Call Center Management Call flow 62

aircall

MARCH 9, 2022

From using new technologies to improving your conversation, there’s always room to develop your sales approach. Here we show you how professional development can help you successfully scale your sales operation. . Top Tips for Tweaking Your Professional Development Strategy. Build Trust with Your Direct Reports.

Sales 62

Sales SaaS CRM Analytics 62

aircall

OCTOBER 25, 2018

So, as we dive into the topic of how you can create enablement content your sales team actually uses, here is a brief overview of what I’ll be going over in the post: What exactly is enablement content? How to understand what content your sales team really needs. 7 types of content your sales team will use (and appreciate).

Sales 75

Sales B2B Outbound sales SaaS 75

CSM Practice

SEPTEMBER 25, 2020

13:20 – Nick shares his blog post about the four-step playbook for reopening with your customers. 16:40 – Irit discusses a part of the survey result that shows companies are planning on letting customer success managers go or shrink. The Interview: . 02:17 – Nick provides a context about Gainsight’s survey.

Upselling 85

Upselling Surveys Chief Customer Officer Consulting 85

NICE inContact

MAY 29, 2018

Here are the 4 simple steps for transforming your CX to win: Build a business case to invest in contact centers. Contact centers are the powerhouse that deliver exceptional and consistent CX every time, every day. Start building your business case on investing in contact centers. Reinvent CX!

Contact Center 56

Contact Center Customer Experience Finance Technology 56

aircall

FEBRUARY 13, 2017

Sales calls are a necessity for every business. A study conducted by Hubspot Research shows that there’s a wide gap between what prospects and customers want to learn about during the first call and what sales people actually talk about. In this context, a sales manager must rethink the concept of customer centricity.

Sales 83

Sales Customer centricity Coaching CRM 83

Amity

FEBRUARY 8, 2017

At some point, you as a customer success manager might start to notice that you are spreading thin trying to take care of all your customers. You might find yourself being more reactive to customer’s requests and finding less time to plan activities to help manage your customer’s journey. Onboarding Playbook.

Surveys 68

Surveys SaaS Accountability Education 68

CSM Practice

FEBRUARY 8, 2017

At some point, you as a customer success manager might start to notice that you are spreading thin trying to take care of all your customers. You might find yourself being more reactive to customer’s requests and finding less time to plan activities to help manage your customer’s journey. Onboarding Playbook.

Accountability 45

Accountability SaaS Surveys Education 45

CSM Practice

FEBRUARY 8, 2017

At some point, you as a customer success manager might start to notice that you are spreading thin trying to take care of all your customers. You might find yourself being more reactive to customer’s requests and finding less time to plan activities to help manage your customer’s journey. Onboarding Playbook.

Accountability 45

Accountability SaaS Surveys Education 45

aircall

FEBRUARY 1, 2021

When you have a business to run, one of the biggest decisions you have to make is how much time, money, and effort you want to invest into your sales team training to empower your sales reps to perform at their very best every time they make or receive a call. . How does your company compare with the national average?

Best practices 62

Best practices Sales Call Center Coaching 62

Quiq

MARCH 3, 2020

On the other hand, digital customer service means serving your customers across digital channels. Consumers love having a wide variety of ways to reach out to a company, because it means they can pick the channel that is most comfortable or accessible to them – versus being forced to make a phone call.

Customer Service 52

Customer Service Chatbots Contact Center Customer Care 52

CustomerSuccessBox

APRIL 19, 2022

Basically, Customer journey analytics is a means to analyze how your customer engages with your product within a customer journey. Most of the tools that businesses have been using these days generally provide analytics reporting to evaluate customer engagement trends for the touchpoints that are managed by that tool.

Metrics 52

Metrics Analytics SaaS Journey mapping 52

ClientSuccess

MARCH 20, 2018

Here is many of the great advice from the Top Customer Success Influencers: “Customer Success, done right, reminds your customer base why they’re doing business with you now and in the future.”. Customer Success is about making your product work for your customers’ jobs to be done—useful, effortless and enjoyable.”. Dave Blake.

Coaching 40

Coaching SaaS Engineering Best practices 40

Vistio

APRIL 2, 2022

She is an expert in the design and continuous improvement of the remote working model for contact centers, support functions, and enterprise, both in-sourced and outsourced. I just have to ask, do I have your permission to record this call for quality assurance? Listen to the full episode here: Welcome to the pod, Michele.

Contact Center 52

Contact Center Real estate Customer Service Self service 52

Help Scout

AUGUST 8, 2018

When your company has decided to raise its prices, there are some clear do’s and don’ts that can ensure you’re putting customers first every step of the way. As impactful as raising prices can be for your bottom line, higher short-term revenue at the cost of an even higher customer churn rate is not only ineffective, it’s dangerous.

Banking 40

Banking SaaS Accountability Engineering 40

aircall

MAY 24, 2021

It improves your company’s culture, streamlines operations, increases productivity, and improves performance. Setting up the right digital transformation framework makes a huge difference in how well your call center runs. The same is true for your digital transformation framework.

Best practices 62

Best practices Call Center Technology Analytics 62

SmartKarrot

MARCH 8, 2022

She has also hosted the very successful Customer Success Podcast and written the informative book called ‘The Customer Success Economy.’ Her blog posts continue to serve as a valuable resource for people who seek to understand and master customer success processes. Amarachi Ogueji. Ashna Patel. Bhavika Kochhar. Catherine Blackmore.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

AWS Machine Learning

SEPTEMBER 14, 2023

Multiple data silos – In order to reference data from multiple sources within your response, one needs to set up a connector ecosystem to aggregate the data. Relevant Information Retrieval with Amazon Kendra : Amazon Kendra is used to manage an index of documents that contains the information used to generate answers to the user’s queries.

APIs 96

APIs Healthcare Scripts Engineering 96

JustCall

APRIL 12, 2023

If you’ve been using Gong and are looking for a Gong alternative, this blog is for you. It should have clear instructions, a simple interface, and no requirement for extensive training or a dedicated manager. Look for software that fits your budget while providing all the necessary features. Salesken SalesLoft Avoma Wingman 1.

Sales 52

Sales Coaching CRM Analytics 52

Fonolo

FEBRUARY 13, 2019

Our inboxes here at Fonolo HQ are full of great reports covering call center technology and trends. Below are four reports that we think are worth your time. Report # 1: The US Contact Center Decision-Maker’s Guide 2018-19. The ongoing centrality of the voice channel is a recurring theme on this blog.

Contact Center 57

Contact Center Call Center APIs Technology 57

SmartKarrot

AUGUST 16, 2022

You can customize your approach and strategy with customers. Initially, the customer’s goal could be managing a particular problem that might have changed over time. You can show your customer what is possible within the 90-day period. Aspects of Delivery with Date ROI Run playbook Received x% increase in …. EBR Template.

Chief Customer Officer 10

Chief Customer Officer Benchmark Finance Metrics 10

Global Response

JANUARY 23, 2023

Setting goals at the start of a new year, quarter or season is important to continue to take your business to the next level. Setting effective goals increases your odds of actually achieving your goals by making it easier to create actionable plans. Ensure your goals are specific by defining your goals clearly.

Customer Service 62

Customer Service outsourcing Self service Inbound sales 62

Nicereply

JANUARY 18, 2023

Here’s an overview of some of the most popular help desk software solutions to help you find the right fit for your customer support needs. Start your day with great quality content Stay updated with our newsletter Subscribe Subscribe What is help desk software and how does it work?

Self service 52

Self service Analytics Enterprise APIs 52

ClearAction

OCTOBER 1, 2018

The Future of Customer Experience Calls Urgently for a Significant Shift Lynn Hunsaker. That’s exciting, yet the future of customer experience management (CXM) is calling out for significant shifts beyond the trends and forces in technology, socio-economics and competitive environments. Here’s why: CXM Status Quo.

Customer Experience 63

Customer Experience Marketing Surveys Feedback 63

CrazyCall

APRIL 9, 2019

Before joining Salesforce she spent decades in various sales and leadership positions, managing both start-up and Fortune 500 sales organizations, including Gartner. Your greatest advocate is your past customer. Must-read: Growth IQ: Get Smarter About the Choices that Will Make or Break Your Business. Alice Heiman.

Sales 133

Sales Consulting Consulting Coaching 133

Fonolo

SEPTEMBER 5, 2017

Call centers are highly focused on metrics too. If most call center teams had to pick a “North Star” it would be service level, which measures the length of time callers wait to reach an agent. Even more surprising is that most call centers would name the same target value for that metric: the magical “80/20”.

Service level 52

Service level Abandon rate Call Center Metrics 52

CrazyCall

MAY 20, 2019

Yet, you wouldn’t like to fall behind your competition and what they’re doing. To help you stay on the front of the race we’ve compiled a list of 97 super-effective sales tips that will help you take your sales skill to the next level. Find your favorite ones and make them stick with you! Outwork your opponent!

Sales 123

Sales Coaching Scripts Education 123

Pointillist

MAY 23, 2018

The key to avoid wasting your time comparing apples to oranges is to clearly understand and prioritize your business needs and then use them as a basis for determining the best customer journey analytics platform for you. Your Needs: Understand and communicate your customers’ actual journeys. Journey Discovery.

Analytics 90

Analytics Journey mapping Customer centricity Multichannel 90

CallSource Insights

MARCH 5, 2019

The formula to calculate the expected customer lifetime value for your contractual business as a marketer is: Where EV(t) is the net income or Profit, S(t) is the survival probability or the retention rate, d is the discount rate, and t is the time period interval that you are using. Get it here!

Customer centricity 66

Customer centricity CRM Finance Marketing 66

JustCall

MARCH 29, 2022

Traditionally, support reps focused only on ticket resolution and management. In this blog, we explore the emergence of such ‘Super Reps’ and what they mean for customer experience. Meanwhile support agents attended to customers- answering calls, responding to queries, and attempting to reduce customer churn.

Customer Experience 98

Customer Experience Upselling Coaching First call resolution 98