TeamSupport

JANUARY 20, 2021

Proactive customer engagement accounts for more than a quarter (28%) of Support interactions and grew by 14% from 2019 to 2020. One example comes from the customer support manager at TeamSupport customer, OmniFund. The notifications from TeamSupport help us manage the support teams and track SLA warnings and response rates.

Customer Support 81

Customer Support B2B Technical Support Accountability 81

AWS Machine Learning

JUNE 13, 2023

Founded in 2004, BrainPad Inc. For example, in English, word-level matching provides a reasonable level of searchability. The next section summarizes an example of our implementation. In addition, the connector is loaded through a restricted account, allowing for a security-conscious implementation.

Chatbots 76

Chatbots Engineering Enterprise APIs 76

Toister Performance Solutions

DECEMBER 4, 2018

A 2004 study by Booz Allen and the Aspen Institute found that 90 percent of corporate values statements listed ethics or integrity. Even Enron, the company made famous for a massive accounting scandal that sent executives to prison, listed integrity among its core values in the company's 2000 annual report.

Employee engagement 69

Employee engagement Surveys Accountability Feedback 69

Nicereply

MARCH 14, 2023

Through many real examples, this book gives plenty of actionable advice for succeeding as a support manager in a global and connected world. An excellent resource for managers of all levels, Crucial Accountability provides insights into understanding what’s blocking someone from meeting their obligations―and how to help them get unstuck.

Management 98

Management Call Center Metrics Entertainment 98

Toister Performance Solutions

DECEMBER 31, 2019

Enron, a company made famous for a massive accounting scandal that sent executives to prison, listed integrity among its core values. Leaders used the values as a guide when giving feedback. Disney theme parks provide a great example. They are not just a set of fancy words to dream up and slap on your website.

Advertising 71

Advertising Scripts Coaching Accountability 71

Contact Center Geek

AUGUST 7, 2014

Customer retention is vital and getting customer feedback can give great insight into the future success of our business, but we need to allow customers to leave us. Are we capturing specific feedback about our customers’ reasons for cancelling? In late 2004 I visited the AOL call center in Ogden, Utah. Comcast is not the first.

Government 48

Government Average Handle Time Call Center Metrics 48

Amity

SEPTEMBER 7, 2016

I got started in this industry back in 2004, shortly after I graduated from college. I alluded to how things were 7 years ago: 4 CSMs looking over 250 accounts. Let’s use our corporate group as an example. We’re pretty good at ensuring that we’re having quality engagements with each of our accounts.

Metrics 0

Metrics Upselling Accountability Customer retention 0