CCNG

MAY 11, 2022

They want to be appreciated and rewarded, work in a professional, pleasing environment, play a meaningful role as a contributing team member, and be treated with dignity and respect. We train them en masse, hope they stick around, and often, see them off unceremoniously if they underperform or we no longer need them.

Call Center 195

Call Center outsourcing Agent burnout Business Process Outsourcing 195

ShepHyken

MARCH 31, 2023

This week, we feature an article by Josh Centers, a Business Journalist at TextExpander , a platform that empowers teams and individuals to save time and eliminate repetitive typing with just a few keystrokes. Customer service teams are short-staffed As customer service has grown more challenging, fewer people want to fill the role.

Customer Service 167

Customer Service Chatbots Surveys Personalization 167

Totango

OCTOBER 2, 2017

Whether by region, product, vertical, or any other business parameter they define, Customer Success Managers (CSMs) are broken into teams to give them focus, tailored processes, and specific metrics that make sense for their line of business. See the example in the image where 4 teams are created based on geographical regions.

Enterprise 87

Enterprise Accountability Metrics Management 87

ChurnZero

DECEMBER 21, 2022

There’s a sign they have at French railroad crossings where it says ‘un train peut en cacher un ature.’ Admitting you’re stressed to your team or leadership is tough, and depending on your workplace culture, even taboo. It means one train can hide another. But by talking about it, you get closer to a solution.

SaaS 98

SaaS Benchmark Metrics Consulting 98

NICE inContact

MARCH 26, 2019

Disjointed policies, processes, technology and practices can all be obstacles en route to excellent customer service. Have low or nonexistent employee engagement, with team members unaware of the customer journey and the role they play in it. Most contact centers share a goal of delivering excellent customer service.

Customer Experience 60

Customer Experience Contact Center Customer centricity Employee engagement 60

ChurnZero

DECEMBER 11, 2020

Teams are expected to understand and engage customer s at a depth and scale that isn’t possible without the automation and usage insights of a modern Customer Success tool. . Because e v en after you ’ve crunch ed the numbers and land ed on what you feel is a reasonable expectation, you ’re still worried it’s too much. .

CRM 59

CRM SaaS Technology Big data 59

Fonolo

JUNE 2, 2020

The truth is, it’s largely up to contact center leadership to decide what that transition will look like. The first question you should ask yourself when forming any part of your post-pandemic strategy is, “How does this affect the well-being of our team?” #cctr #strategy Click To Tweet. This is still very much open-ended.

Call Center 74

Call Center Contact Center Government Education 74