aircall

MARCH 28, 2022

Our Team Lead for Frontline Support, Shawn Carter, sums up the power of NPS: “NPS is a strong indicator of customer happiness because it’s not just a reflection of a one-off interaction or a moment in time—it’s a comprehensive indicator of how we’re bringing true value to our customers’ lives.

Customer Care 62

Customer Care Surveys Metrics CRM 62

Nuance

OCTOBER 12, 2021

Share a little about your team. I lead the Security Intelligence and Operations team, and we look after operational security, incident response, and threat hunting as part of our Chief Information Security Officer’s (CISO) team. My team’s mission is to detect and respond to threats and keep Nuance, our [.]

Education 58

Education 58

Guru

JANUARY 3, 2020

Behind every great sales team is a great sales enablement team. At Guru, our enablement team believes in using knowledge to empower all customer-facing teams to have better conversations with customers and prospects alike. They provide the support and sales documentation reps need to be effective.

Sales 62

Sales 62

Ansafone

APRIL 5, 2021

Ansafone Contact Centers Welcomes Ben Martorano, our new VP of Operations, to Our Leadership Team! With multiple locations nationwide, this leading … Ansafone Contact Centers Welcomes Ben Martorano, our new VP of Operations, to Our Leadership Team! Santa Ana, CA- January 12, 2021 Read More ».

Contact Center 62

Contact Center 62

Working Solutions

MARCH 27, 2023

Here are 8 trends that our agents are seeing in travel The travel industry has undergone significant changes and the way customers approach travel has shifted as well.

52

52

aircall

DECEMBER 8, 2021

Guaranteed to help your sales and support teams reach their goals, these features will boost your reps’ productivity this holiday season—all while helping them provide best-in-class customer service. 5 Product Features Our Customers Use Most in December. Review our top tips for prepping your team for the holiday season.

Sales 62

Sales Analytics Wait times Call Center 62

aircall

SEPTEMBER 17, 2021

When we opened our Sydney office at the beginning of this year, we knew great things were ahead for the Asia-Pacific region. . Localizing pivotal roles in the business became our secret ingredient, a catalyst that has driven growth in this region and success for our customers. Olivier Pailhès, Co-Founder and CEO, Aircall. .

Customer centricity 62

Customer centricity Accountability Sales Marketing 62

VirtualPBX

FEBRUARY 2, 2021

All team members at VirtualPBX work remotely at least part-time, and many of us have amassed several decades of work-from-home experience. Our new e-book about remote team management compresses those years of knowledge into a handful of helpful chapters that can be useful to your whole team. Why Go Remote?

Management 53

Management Technology 53

Guru

APRIL 9, 2019

As a bicoastal marketing team, we’re committed to keeping in touch over Zoom and Slack, but whenever we can get together in person, we jump at the chance. However, SKO (sales kickoff) is a time for cross-organizational bonding, not just individual team bonding.

Marketing 66

Marketing Sales Personalization 66

Acquire BPO

JANUARY 5, 2021

Despite a crazy 2020, we ended the year on a high note with virtual parties for our teams in the Philippines and the Dominican Republic. We provided food and drink delivery vouchers to over 7,000 employees so they could enjoy our year-end fête from the comfort and safety of their own homes. AcquireProud. AcquireProud.

Personalization 52

Personalization 52

Working Solutions

DECEMBER 13, 2021

Living in various spots around the United States, Jennifer Brown and her husband settled for a time in Moscow, Idaho. A degreed teacher, Jennifer responded to a job listing for Working Solutions, venturing from education into the business world. “It It was 2005, and I was unfamiliar with Working Solutions or the concept of WFH (work […].

Education 52

Education 52

Guru

DECEMBER 20, 2018

A dynamic, emotionally-intelligent brand can be a competitive differentiator , but only if your internal teams know how to use it correctly. The goal is to empower our revenue team to use our brand to deliver exceptional experiences to everyone they engage with. At Guru, we have a 40-page brand book.

56

56

Help Scout

SEPTEMBER 25, 2018

Our Design team at Help Scout is distributed across three continents and five time zones — working remotely, but paired closely with Engineering, Marketing and Content teams located in a further 50+ cities around the globe. 6 tips for collaborating on a remote design team. 6 tips for collaborating on a remote design team.

Engineering 40

Engineering Feedback Construction Personalization 40

GetFeedback

APRIL 26, 2020

We surveyed 180 CX professionals to dig into challenges, opportunities, and the state of CX teams.

Surveys 88

Surveys 88

Guru

OCTOBER 28, 2019

The leaves are turning, it’s finally #sweaterweather, and once we’re done getting spooky this Thursday, the winter holiday season will officially be upon us. As we gather with friends and family over the next few months, the spirit of sharing everything from favorite recipes to hotel rooms is unavoidable.

48

48

Beyond Philosophy

AUGUST 20, 2020

We Are More Emotional on Our Phones Than Computers. The research team discovered that in specific contexts, like restaurant reviews, we express ourselves more emotionally when using our smartphone than our PC to write the review. . We tend to write less on our mobile than we would on a computer.

Transportation 870

Transportation Surveys Consulting Consulting 870

CCNG

NOVEMBER 1, 2023

WFM teams can be, and should be, part of the strategic planning process. Sometimes it’s the leadership above the WFM team that doesn’t get it, and other times it’s the leadership in the WFM team. Unfortunately, though, Call Design has seen dozens of organizations that don’t understand why.

CCNG 195

CCNG Analytics Employee engagement Contact Center 195

ShepHyken

SEPTEMBER 19, 2023

In close games, when my team is up by one or two goals, I remember my school days when our coaches encouraged us to continue playing to score, even when we were winning, versus switching to more defensive play to prevent the other team from scoring. Plenty! In any team sport, the goal is to win.

Customer Service 341

Customer Service Coaching Customer Experience Management 341

Beyond Philosophy

JANUARY 19, 2024

In sports, not every player on the field has an equal chance of scoring, but for the team to succeed, they must collaborate seamlessly. Similarly, in many organizations, sales teams often occupy the flashiest roles. In contrast, center forwards often receive double the pay compared to other players on the team.

Customer Experience 221

Customer Experience Finance Customer centricity Sales 221

ShepHyken

APRIL 11, 2023

She took our orders, and a few minutes later, a different server dropped off three of our meals. Then, two more servers brought a few more meals a moment later, and another server showed up just after that with the rest of our meals. Was it this server’s job to simply take our orders and let others do the work?

Customer Service 336

Customer Service Employee engagement 336

ShepHyken

DECEMBER 18, 2023

Daily meetings involving all team members, regardless of their position, help to unify the company’s culture and values. We ask our associates how we are doing in helping them excel at their jobs. ” “As humans, we all want to be successful in our roles. ” “Listening to feedback is magic.

Customer centricity 217

Customer centricity Feedback Customer Experience Customer Service 217

DMG Consulting

AUGUST 14, 2017

Question: Our contact center supervisors spend most of their time taking escalations and answering agent questions, rather than working with their teams. Could adding team leaders help? Answer: Team leaders (or team leads, senior agents, lead representatives, etc.)

Contact Center 48

Contact Center Coaching Enterprise Management 48

LiveChat

SEPTEMBER 28, 2015

To view it please enter your password below: Password: The post Protected: 5 things I learned taking our team from 0 to 700 chats per week appeared first on LiveChat. This content is password protected.

Best practices 62

Best practices Management 62

ShepHyken

JANUARY 3, 2024

Our customers are smarter than they were last year (again). They no longer compare us only to our direct competition but also to the best service they’ve had from any company. TAKE ACTION: Sit down with your team and discuss their favorite companies to do business with inside and outside your industry.

Customer Service 231

Customer Service Customer retention Customer Experience 231

Totango

APRIL 9, 2024

Our CS and sales experts say, “Neither.” Chris Dishman , SVP of Customer Success for Totango & Catalyst, hosted a roundtable discussion with industry leaders, including Rashmi Chari , Head of Global Customer Success for ThousandEyes, Kevin McIntyre , Chief Revenue Officer for Dealfront, and Madelyn DePrey , VP of Customer Success for Aircall.

Sales 106

Sales Outbound sales Revenue potential Accountability 106

Totango

FEBRUARY 28, 2024

While new customer acquisition remains important, our era of responsible growth underscores the vital importance of guiding customers toward positive business outcomes as the most sustainable pathway to success. Together, our merger empowers not only customer success teams but the entire post-sale revenue organization to thrive.

Enterprise 105

Enterprise Sales Customer centricity Engineering 105

Toister Performance Solutions

APRIL 11, 2024

It helps you use the Customer Service Foundations course on LinkedIn Learning with your team. Estimated time needed: 1 hour per week Group activities: 30 minutes per week Individual learning: 30 minutes per week Preparation Get ready for the training by preparing yourself and your team. Consider sharing it in a team meeting.

Customer Service 105

Customer Service Feedback Customer emotions Management 105

VirtualPBX

APRIL 2, 2024

No matter if your team operates from a traditional office, works remotely, or thrives in a hybrid model, you need a contact center solution that’s as dynamic and adaptable as your business itself. This appreciation fuels our unwavering commitment to providing round-the-clock support and personalized white-glove system setup services.

contact center solutions 98

contact center solutions Contact Center CRM Analytics 98

Totango

APRIL 4, 2024

Would everyone have the same goal, or would it vary from team to team? Revenue retention hinges on the collaborative efforts of CS and sales teams as they collectively shepherd customers throughout the lifecycle journey, from acquisition to retention and expansion. Establishing a source of truth across teams.

Sales 89

Sales Upselling Accountability SaaS 89

Bill Quiseng

JANUARY 3, 2022

We are the Customer CARE team. We CARE for each member of our team: We COMMUNICATE with each other. We listen to our team’s questions, concerns, and complaints with empathy and compassion. We express information, and our suggestions and recommendations. Or even better ….

Customer Care 200

Customer Care Customer Service Personalization Employee engagement 200