Fonolo

NOVEMBER 17, 2020

To achieve that within a remote or hybrid work environment, we’re going to see more contact centers reach for a cloud-based technology that drives camaraderie, increases visibility, allows supervisors to coach from anywhere, and enables agents to self-manage.” Call Center Trends 2012. Nina TM : Virtual Assistant by Nuance.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

CrazyCall

SEPTEMBER 4, 2018

Noah Kagan’s twitter account is constantly fueled with growth hacks, sales & marketing news and best practices to help you grow your business. Coach to SaaS founders, Chief instigator at DanMartell.com. It is almost always true that the person with the best information is the person who wins the sale.”. And they did.

Sales 129

Sales SaaS CRM B2B 129

Balto

FEBRUARY 6, 2023

For agents, it’s an important change of perspective: they need to stay engaged and understand best practices in a way that’s coachable to other agents. Figure 12: Satisfaction Metrics by Mentor Another facet of mentorship that we looked at was coaching type and frequency. Suddenly, their work has greater meaning and impact.

Contact Center 52

Contact Center Coaching Surveys Scripts 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

ChurnZero

MARCH 3, 2020

Since 2012, the annual INBOUND event has grown to 26,000+ attendees from over 110 countries. As you know Customer Success is still a newer discipline and standard best practices are not yet well-defined. Speaker: Amy Mustoe, Principle Consultant and Coach, The Success League .

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

Noble Systems

DECEMBER 18, 2018

A recent study conducted by CSO Insights, says that sales goal attainment across geographies and industries dropped from 63% in 2012 to 53% in 2016. The study provides a list the 12 top practices of world-class sales organizations. But companies considered to be world-class are faring much better. and Max Loan jumped 21.6%.

Gamification 75

Gamification Sales Contact Center Business Process Outsourcing 75

Customer Interactions

AUGUST 29, 2012

As the 2012 summer Olympics came to a close recently, I found myself reflecting on the great moments of the games. When preparing for decisive moments, athletes will take advice from their teammates or cues from their coaches. There were moments of success, excitement, expectation and disappointment.

Coaching 36

Coaching Best practices Management 36

Customer Interactions

AUGUST 7, 2014

As a coach/mentor/trainer, he enthusiastically shares best practices with trainees and co-workers. For example, he was recognized for his handling of a call involving a motor vehicle collision on October 27, 2012. Murray was hired in November of 2012 to lead a struggling SRFECC which had seen 12 managers in 10 years.

Telecommunications 31

Telecommunications Construction Morale Technical Support 31

Comm100

OCTOBER 30, 2017

In an effort to help address some of these gaps, I have prepared a list of some of the common issues I’ve come across over my years in the industry, as well as some best practice tips and suggestions on how to resolve these problems. The post 10 Contact Center Management Mistakes & Best Practice Tips to Fix Them!

Best practices 44

Best practices Contact Center Management outsourcing 44

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

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

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). On a deeper level, it allows users to discuss exactly how they get stuff done, and to share tips and best practices.

Marketing 80

Marketing Customer centricity Coaching Sales 80

Comm100

MAY 1, 2018

With this knowledge, companies can establish best practices for recruiting, retaining, and motivating different age groups. 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. Generation Y (Millennials).

Management 41

Management Education Surveys Government 41