TechSee

AUGUST 14, 2023

Follow on LinkedIn Charlie Mitchell, Senior Editor at CX Today Charlie is an award-winning magazine editor, with vast experience in writing about technology, customer service, and much more. He has over 20 years of customer service, sales, and management experience, with a laser focus on contact centers.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

CSM Magazine

JULY 25, 2019

To significantly improve team performance, coaching offers a new role for today’s managers. Good coaching requires day to day engagement with employees to give assistance as needed. They argue that, “a management paradigm based on coaching can readily out-perform a management paradigm based on control.”

Coaching 40

Coaching Feedback Education Management 40

Calltools

JUNE 19, 2019

Anyone responsible for hiring inside sales reps has one goal: hiring people who perform well. For example, you need a particular set of skills to run a call center tasked with quick sales. If you’re starting a sales team from scratch , reviewing the traits listed below will help you clarify your requirements.

Sales 40

Sales B2C Consulting Consulting 40

Toister Performance Solutions

MARCH 22, 2018

How Magazines Derailed a Catalog Twenty years ago, I supervised the call center training team for a retail catalog company. Our vice president of customer service one day announced a partnership with a magazine subscription company. The magazine money seemed like an easy fix.

Coaching 55

Coaching Call Center Sales Management 55

CSM Magazine

JUNE 8, 2020

Out of all the things that can decrease the number of sales a business makes, customer churn is the biggest issue many companies struggle with. Naturally, everyone wants to have low churn rates and high sales figures, but that’s hard to accomplish sometimes. Reducing churn by just 5% can increase profits by as much as 25-125%.

Sales 52

Sales Big data B2B Metrics 52

CSM Magazine

NOVEMBER 2, 2023

” “We are thrilled to partner with Foundever and bring AI Coach to thousands of agents to ensure exceptional customer experiences for global brands,” said Brian Tuite, co-founder and CEO of Zenarate. To learn more about Zenarate’s AI Coach and its potential applications, visit www.zenarate.com.

Customer Experience 52

Customer Experience Coaching Telecommunications First call resolution 52

Steve DiGioia

JULY 31, 2017

Forbes magazine contributor Carmine Gallo explained, “Your customers will only tell you what they think they need, but how you meet their unexpressed needs makes all the difference.” Menlo Coaching suggests it manifests in the decision to tell bad news some of the time. Listen Customers rarely come before their need is urgent.

Coaching 100

Coaching Sales Customer Experience 100

RapportBoost

DECEMBER 2, 2018

December 3, 2018 – RapportBoost , the leading chat analytics provider for contact centers and brands that leverage chat for sales, took the bronze award in the 2018 Best in Biz’s “Most Innovative Product – Enterprise” category. is the leading chat analytics platform brands use to boost sales and engage customers. RapportBoost.AI

Enterprise 40

Enterprise Average Handle Time Coaching Contact Center 40

Quality Contact Solutions

DECEMBER 16, 2020

In fact, that very phrase made the number one spot in the Entrepreneur Magazine “ Top 5 Counterproductive Questions to Never Ask on a Cold Call ”. In many cases, I would refer to this as “asking for the sale”; however, depending on the script’s objective, perhaps that isn’t the same call to action.

Telemarketing 97

Telemarketing Scripts B2B Call Center 97

CX Global Media

JULY 9, 2019

About Linda Harden : Linda Harden is President of Pipeline Publishing Group and Publisher of the monthly contact center management magazine, Contact Center Pipeline. An author and a frequent international speaker on customer service, contact centers, cx, operational transformation, CRM, sales, and team building.

Contact Center 120

Contact Center Chief Customer Officer Employee engagement Call Center 120

CSM Magazine

OCTOBER 7, 2022

Cora AI Coach, powered by Zenarate, helps Genpact accelerate digital transformation. AI Coach enables Genpact to develop confident top-performing contact center agents through voice and chat simulations that provide highly realistic immersive learning experiences. About Zenarate .

Coaching 52

Coaching Telecommunications Healthcare Contact Center 52

CSM Magazine

JULY 3, 2017

Performance management software (PMS) is a system designed to track the immense amount of data attached to the sales and customer service processes. It then analyzes this data in order to transform it into the kind of insights that can improve sales and customer service, both collectively and for every individual employee.

Customer Service 44

Customer Service Coaching Gamification Sales 44

CallSource Insights

DECEMBER 12, 2019

An earlier version of this article was originally published by Digital Dealer Magazine and can be viewed here. Many dealerships that have a BDC start by having it for their sales department, but these dealerships can find much success by also incorporating a service BDC. A BDC doesn’t have the word “center” in its name for nothing.

Automotive 52

Automotive Coaching Best practices CRM 52

CSM Magazine

SEPTEMBER 12, 2023

Zenarate AI Coach is the “flight simulator” for customer service agents. Mitzner also served as VP of Marketing for SendGrid, where he helped grow sales from a $20M to $110M annual run rate. About Zenerate Zenarate AI Coach develops confident, top-performing agents through AI simulation training.

Marketing 59

Marketing Telecommunications Healthcare Coaching 59

Customer Guru

AUGUST 21, 2018

John is an “Ex-Disney Guy” and Customer Experience Coach. Apart from being an author, Kerry is also a renowned speaker and an insightful coach. He has worked with and coached senior managers at leading brands in North America. John Formica Follow @JohnFormica. Kristina Evey Follow @KristinaEvey. Nienke Bloem Follow @NienkeBloem.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

Quality Contact Solutions

DECEMBER 16, 2020

In fact, that very phrase made the number one spot in the Entrepreneur Magazine “ Top 5 Counterproductive Questions to Never Ask on a Cold Call ”. In many cases, I would refer to this as “asking for the sale”; however, depending on the script’s objective, perhaps that isn’t the same call to action.

Telemarketing 52

Telemarketing Scripts B2B Call Center 52

CSM Magazine

JUNE 8, 2023

Matthew Jorgensen, Resource Planning Specialist at The Contact Company commented, “Over the past few years, our sales have doubled and our client base has expanded in number and complexity. We looked for a partner that could offer best-in-class technology while truly understanding the unique challenges that outsourcers face.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing Enterprise Customer centricity 52

CSM Magazine

MAY 23, 2023

Martins subsequently facilitated the sale of the business to private equity firm, Apax, before serving as an operating advisor for Thoma Bravo. We maximize agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management, and personalized coaching.

Customer centricity 52

Customer centricity Engineering SaaS Contact Center 52

CSM Magazine

FEBRUARY 18, 2020

Some recent research by Customer Experience Magazine indicated that 80 percent of Brits are having to contact call centres during their working hours. For example, car manufacturers could energise their pre-sales efforts by empowering existing customers to convince prospects to sign up for a test ride.

Customer Service 59

Customer Service Technical Support outsourcing Coaching 59

CallSource Insights

JULY 1, 2019

With human-analyzed lead scoring, appointment confirmation, and employee performance overviews, as well as real call coaches and a reputation management system that responds to reviews for you, CallSource aims to help our clients improve in all aspects of their business. Increasing Conversion Rates Through Call Coaching.

Advertising 40

Advertising Coaching Analytics Marketing 40

Mindtouch

APRIL 17, 2017

Alex Konrad , Forbes Magazine, Staff Writer, @alexrkonrad, LinkedIn. Anne Janzer , Cuesta Park Consulting, Author, Writer, Writing Coach, @AnneJanzer, LinkedIn. David Mihala , Oracle, HCM Sales Director Italy/Spain/Portugal & HCM Alliance & Channel South Europe Team leader, @dmihala, LinkedIn. Andy Mowat , Box, Sr.

Chief Customer Officer 91

Chief Customer Officer Education Consulting Consulting 91

CSM Magazine

APRIL 18, 2023

Re-assess performance metrics and coaching techniques to guide agents in delivering fast, efficient service with empathy. We maximize agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management, and personalized coaching.

Coaching 52

Coaching Analytics Contact Center outsourcing 52

CSM Magazine

OCTOBER 17, 2023

Finally, consider deploying the latest automated performance management and coaching solutions to facilitate and accelerate the process. We maximize agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management, and personalized coaching.

Customer centricity 52

Customer centricity Coaching Employee engagement Surveys 52

Callminer

FEBRUARY 21, 2018

When call tracking software and a CRM merge, the sales team will have access to live customer insights which will allow them to follow up on leads quickly and efficiently. The second mistake call centers make when buying call monitoring software is falling victim to heavy pressure tactics from sales staff. Stacy Caprio. Stacy4Startups.

call center software 210

call center software Call Center Contact Center Analytics 210

CSM Magazine

JANUARY 25, 2023

Despite the cost-of-living crisis, research from Statista predicted that retail sales during the holidays were expected to reach more than £82 billion in the UK, the busiest shopping period of the year when customer queries typically increase dramatically.

Agent burnout 52

Agent burnout Analytics Gamification Coaching 52

Customer Guru

APRIL 10, 2018

Continuing with our initiative of sharing experiences of top-notch CX experts, we have another gem of an interview with Mr. Gangadhar Krishna, an independent author, coach, trainer and consultant in customer service and excellence. A book that would convey my belief ‘SALES HEAPS BUT SERVICE REAPS’ … but in a fun way.

Consulting 110

Consulting Consulting Customer Service Customer centricity 110

CSM Magazine

DECEMBER 21, 2022

From the customer’s perspective, customer service and sales represent your business. Therefore, customer service and sales should align their strategies. Customer service agents should have a strong understanding of the sales team’s process, goals, and objectives. They encounter both departments during their buyer journey.

Customer Service 52

Customer Service Customer Care Sales Coaching 52

CSM Magazine

APRIL 25, 2023

Spotlight Personal Strengths Personal traits and strengths can drive behaviours that can result in positive customer outcomes such as enhanced customer satisfaction ratings, greater customer loyalty and ultimately, new sales.

Analytics 52

Analytics Coaching Benchmark Contact Center 52

CSM Magazine

OCTOBER 25, 2022

Calabrio , the workforce performance company, has hired Daniel Maier as chief revenue officer and Ryan Toben as senior vice president of customer success and sales operations. Maier joins Calabrio with more than 20 years of enterprise software sales experience. Ryan Toben, SVP of customer success and sales operations.

SaaS 52

SaaS Cloud contact Customer centricity Coaching 52

CSM Magazine

MAY 26, 2021

The first company that had a few good reviews and an A rating with the better business bureau (BBB) was the first one I reached out to via phone, selected all the suitable options to talk to new membership sales. No call back on Wednesday, so I sent the company a message via Facebook Messenger, no response back.

Service level 111

Service level Customer Service Coaching Sales 111

CSM Magazine

FEBRUARY 22, 2023

Focus On Quality Assurance : Implement a system of quality assurance to help ensure quality standards are met throughout each call experience; communicate these expectations clearly with agents before they begin taking calls and provide regular coaching if needed based on results from QA processes adopted by the company.

Call Center 52

Call Center Scripts Coaching Feedback 52

CSM Magazine

MARCH 27, 2023

Now, with Zoom Contact Center, we are enabling brands to connect meaningfully with their customers,” said Scott Brown , Head of Zoom Contact Center Sales. “Zoom has seen tremendous growth in recent years as technology’s ability to drive human connection has been more important than ever before.

Contact Center 52

Contact Center Enterprise Management Customer centricity 52

CSM Magazine

JANUARY 19, 2023

Be a CX driver Look beyond the contact centre and work with your Marketing, Sales, Product, and HR teams to identify how the voice of the customer can assist them. This could be as simple as ‘send Fred on a product training course’ because your data has picked up that a customer was frustrated because Fred couldn’t help them.

Coaching 52

Coaching Chatbots Analytics Customer centricity 52

CSM Magazine

MARCH 16, 2023

Coach Employees in the Right Direction When agents have opportunities to learn something new and have a clearly defined career path, their motivation levels increase exponentially.

Analytics 52

Analytics Coaching Finance Upselling 52

CrazyCall

MAY 20, 2019

Especially when you’re working in sales. 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. These are sales tips used by top sales gurus who know all the tricks. Sales Tips from Top Sales Gurus.

Sales 123

Sales Coaching Scripts Education 123

CSM Magazine

APRIL 19, 2022

Excellent customer service increases sales, benefits word-of-mouth marketing, and boosts customer loyalty. Companies should also create coaching plans for agents who need support to improve their skills. Many companies have separate teams dedicated to sales, marketing, and customer service. Employee-centric Values.

Customer Service 52

Customer Service Construction Feedback Coaching 52

ProProfs Blog

JUNE 30, 2020

Peggy Klaus is a Fortune 500 coach who is here to help individuals that easily excel at their jobs every day but don’t know where to go from there. Well, Jeanne Bliss (a known authority on customer experience) talks about how you can do this with the five-competency model she used to coach Chief Customer Officers and C-Suite.

Customer Service 128

Customer Service Chief Customer Officer Customer centricity Marketing 128