Balto

JUNE 23, 2022

This presents pain points for managers and agents alike as companies have to pay for enforcement tools, perform ongoing training, and coach agents on a tool that may not lend itself to optimal results in terms of agent satisfaction and retention. This means that managers are spending more time preparing for less effective coaching sessions.

Scripts 52

Scripts Coaching Contact Center Surveys 52

Balto

OCTOBER 31, 2022

“Coach your agents on how to improve at their jobs, and provide specific feedback where possible. Proper coaching will help those that may be struggling, and will advance those that are already doing a good job. Do you need to introduce more 1-on-1 coaching? 2012 Allied Workforce Mobility Survey: Onboarding and Retention.

Contact Center 52

Contact Center Surveys Coaching Telecommunications 52

Callminer

SEPTEMBER 5, 2017

But when the whole month has a lot of calls which were of all different types, the quality report – which can identify potential gaps and required agent coaching or training – may be delayed by many days. Who is coaching the coaches? Constant QA, coaching, and accountability is how you ensure all interactions are positive.

Call Center 140

Call Center call center software outsourcing Coaching 140

aircall

DECEMBER 19, 2016

By using their smartphone as a turnstile, shoppers can connect to their Amazon account and make purchases by simply selecting items and walking out of the store. By training knowledgeable customer service employees, and coaching them to be empathetic, Apple makes its entire customer experience seamless, and most of all, effortless.

Customer Service 74

Customer Service Advertising Transportation Customer Support 74

Amity

OCTOBER 31, 2016

In 2012, our Co-Founders realized it was time to transform the customer support team into a true Customer Success team. Almost immediately, we started to scale the team to enable us to be more proactive to ensure we were able to do all the things that Customer Success does best: onboarding, coaching, renewals, upsell, support, and services.

Coaching 0

Coaching Engineering Upselling Marketing 0

ChurnZero

MARCH 3, 2020

Since 2012, the annual INBOUND event has grown to 26,000+ attendees from over 110 countries. The conference features a Customer Service track that focuses session content on Customer Success, Account Management, customer experience, customer feedback, customer loyalty, and customer retention.

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

Amity

FEBRUARY 10, 2017

I had a couple of related roles after that but it wasn’t until I joined Eloqua in 2011 that I encountered a customer success model that truly worked (editor's note: Eloqua was acquired by Oracle in 2012). The most obvious way to do that is through customer-facing organizations like Customer Success.

Marketing 80

Marketing Customer centricity Coaching Sales 80

Comm100

OCTOBER 30, 2017

A 2012 study by Beyond Philosophy, called out “silo mentality” as the biggest organizational hurdle in improving the customer experience. Outsourcing should not be a simple decision made purely on financials – it needs to account for the benefits to the customer and where those benefits will best be realized.

Best practices 46

Best practices Contact Center Management outsourcing 46

Comm100

MAY 1, 2018

Born roughly from the late 1990’s or early 2000’s to 2012, early Gen Zers are often lumped in with Millennials because of the fuzzy nature of this generation’s start date. million have Snapchat accounts. However, they fail to account for many of the individual experiences that shape us as humans. Generation Y (Millennials).

Management 42

Management Education Surveys Government 42

SmartKarrot

JANUARY 20, 2022

For example, Sequel MGA, the company’s MGA product, enables MGAs to manage their end-to-end processes – from product distribution and document preparation to policy administration, reporting, and accounting – through a simple, intuitive, and user-friendly interface. Checkout.com was founded in 2012. Sign up for our newsletter.

SaaS 10

SaaS Advertising B2B Transportation 10