Fonolo

NOVEMBER 17, 2020

Matt Beaty , Executive Vice President of Sales & Marketing at Brightmetrics™. ’ As managers look to improve the customer experience, ‘soft-skills’ like empathy and active listening will be more in-demand in contact center agents. Managing a contact center has a unique set of challenges. of interactions.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

CSM Magazine

JULY 17, 2023

The dashboards receive live data from across the business, including job updates from field operatives equipped with mobile devices, giving managers and staff complete visibility of all aspects of the business. Managers can then make better decisions to improve performance based on full and current insight.

Analytics 52

Analytics Finance CRM Engineering 52

CustomerSuccessBox

JUNE 8, 2022

We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn! She has been consistently voted top Customer Success strategist since 2013 and is frequently featured as a speaker at conferences and Customer Success publications. The following is what she has to say. Absolutely.

Management 52

Management Upselling Accountability Metrics 52

CSM Magazine

OCTOBER 5, 2023

Blade Roofing, a nationwide roofing company, has rolled out a BigChange job management system to significantly reduce administration and eliminate paperwork. The cloud-based software and mobile app have also helped boost operational efficiencies, improve customer service and given management real-time visibility of all work.

Engineering 59

Engineering CRM Finance Enterprise 59

CSM Magazine

NOVEMBER 14, 2023

A new workforce management system from BigChange has improved job allocation and boosted job completion rates at EB Gas Services. “Before BigChange I would say that 80 percent of our processes were paper based,” commented Kevin Byrne, Managing Director of Newry-based EB Gas Services.

Engineering 52

Engineering CRM Finance Accountability 52

CSM Magazine

JULY 10, 2023

Hodge Clemco, the manufacturer and supplier of surface finishing equipment, has rolled-out a fully-digital job management system from BigChange. About BigChange Launched in 2013 and based in Leeds, UK, BigChange is a leading Field Service Management Software Provider trusted by more than 2,150 field-based organisations around the world.

Finance 52

Finance Engineering CRM Enterprise 52

AWS Machine Learning

NOVEMBER 28, 2023

Consequently, establishing mechanisms to assess and manage risk is an important process for AI practitioners to consider and has become a core component of many emerging AI industry standards (for example, ISO 42001 , ISO 23894 , and NIST RMF ) and legislation (such as EU AI Act ). In this post, we focus on AI system risk, primarily.

industry standards 114

industry standards Engineering Enterprise Government 114

Beyond Philosophy

JUNE 11, 2015

What Publix does, instead of loyalty cards, is try different alternative approaches to build sales. Some retailers do more than emphasize the sales and service fundamentals. This has enabled Trader Joe’s to generate sales per square foot that are double the sales per square foot of Whole Foods.

Airlines 274

Airlines Customer centricity Multichannel Sales 274

CSM Magazine

JULY 26, 2022

Specialist grounds maintenance company Greenskape is using field service management software from BigChange to underpin ambitious plans to triple its business. From sales and onboarding who made sure we got up and running to Road Crew who make sure we stay that way; nothing is too much trouble.” ” About BigChange.

Finance 59

Finance CRM Education Enterprise 59

CSM Magazine

DECEMBER 15, 2022

Glass Polishing & Restoration Specialists, Chicago Glass (UK) Ltd has grown its field resources by 25 percent since implementing a job management system from BigChange, boosting capacity and providing a strong foundation for continuous growth. About BigChange.

Finance 52

Finance CRM Enterprise Management 52

CSM Magazine

MARCH 30, 2022

AinsCo Fire and Security is using BigChange field service management software and mobile workforce management technology to drive business growth. “We have reduced our carbon footprint, made efficiency savings across sales, operations and finance, reduced call out rates and increased first time fixes. .

Finance 52

Finance Transportation CRM Benchmark 52

CSM Magazine

JANUARY 10, 2023

Prymo Surface Solutions has doubled the size of its business in just six months following the implementation of a BigChange job management system. The system also gives management complete visibility of the operation 24/7, as well as the ability to produce in-depth business critical analytics at the touch of a button.

Finance 52

Finance Construction CRM Enterprise 52

Taylor Reach Group

MAY 1, 2020

Research suggests the cost of providing bad CX is climbing rapidly, from $20 Billion USD annually in 2013 to $62B in 2016 ( Forbes-Hyken ) to $83B in 2017 ( Customer Think-Jaiswal ). Your Customer Relationship Management (CRM) system may make that easy for you, offering you a report of recent interactions from which to choose.

Consulting 140

Consulting Consulting Surveys Feedback 140

Beyond Philosophy

NOVEMBER 4, 2014

Research shows that classical music boosts wine sales the most, but an experiment showed that playing French or German music can have a huge boost on the sales of the wines originating from that country. 16 July 2013. Wine stores play music to put their customers in a happy and relaxed mood. www.nytimes.com. 19 August 2014. <

Customer emotions 283

Customer emotions Customer centricity Consulting Consulting 283

Hello Customer

MAY 17, 2020

The Hello Customer Management Team: Bram De Vos (Chairman of the Board) - Eline De Wilde (Head of HR) - Gilles Declercq (CRO) - Leslie Cottenjé (CEO) - Tom Bogaert (CFO) - Joeri Pansaerts (CTO). Within the scope of that continued international expansion, Hello Customer managed to attract Marc Van Lerberghe as a member of the board.

SaaS 98

SaaS B2B Feedback Enterprise 98

TechSee

OCTOBER 23, 2018

Retail giant Amazon has been leading the industry’s CX personalization efforts since 2013. . Amazon reports that 35% of all their sales are generated by the recommendation engine. Location-based personalization: Home Depot uses AI to offer localized design trends and products based on shoppers’ locations.

Personalization 157

Personalization Customer Service Chatbots Analytics 157

CSM Magazine

MARCH 16, 2022

A leading provider of mechanical and electrical building services says a new job management system is helping it to win more business. Quora uses the BigChange field service management software which it says is enabling it to win new public sector tenders. BigChange has helped it achieve all three. “As About BigChange.

Finance 52

Finance Engineering CRM Healthcare 52

Callminer

AUGUST 1, 2017

Coping with unanticipated upticks in demand, staff turnover, and other common call center challenges only further complicate matters for managers working to create an efficient, productive, and effective team. Alex Tebbs is the Co-Founder and Sales Director at VIA , the UK’s largest Hosted Skype for Business solution. Alex Tebbs.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Eptica

AUGUST 21, 2019

For example, while 7% of UK companies offered chat in 2013, by 2019 Eptica research found that 44% advertised it on their websites. This isn’t surprising – as well as the benefits for consumers, chat helps brands: Boost online sales by converting customers that may otherwise have abandoned transactions.

Advertising 66

Advertising Best practices Upselling Analytics 66

Fonolo

NOVEMBER 21, 2017

So, management had an emotional connection to it. It acquired PrairieFyre in 2013, then Aastra (for $400m!) SPS had 2015 sales of $300 million and its estimated that this will push ConvergeOne’s revenue above the $1B mark. But “being a networking company” was core to Avaya’s identity for many decades. Mitel Acquires Shoretel.

Contact Center 129

Contact Center Abandon rate Call Center Technology 129

Nicereply

FEBRUARY 22, 2023

In our conversation, Erin Willis , Program Manager of Vendor Management at ClassPass , shares their support story. Erin: Around 2013-14, I moved from San Antonio to Austin, Texas because something was happening in tech and I wanted in. I figured I would try and work my way up in either management or “coding.”

Customer Support 52

Customer Support Technical Support SaaS Coaching 52

Quiq

FEBRUARY 7, 2019

Since launching in 2013, the company has brought theater to a new audience of theatre goers with “thoughtful service at each moment along the way”. There’s no waiting in lines or rushing for last minute ticket sales here. As TodayTix continues to see growth in subscribers and sales, it has also seen an increase in inbound calls.

Telecommunications 67

Telecommunications Interactive Voice Response Sales Technology 67

Callminer

FEBRUARY 21, 2018

Janeen Ansell is the Operations Manager at TeleDirect , a leader in business process outsourcing (BPO) with a multi-tier menu of solutions for a variety of commerce requirements. The second mistake call centers make when buying call monitoring software is falling victim to heavy pressure tactics from sales staff. Janeen Ansell.

call center software 210

call center software Call Center Contact Center Analytics 210

Serenova

JANUARY 22, 2020

Gravie was founded in 2013 in the throes of the initial confusion generated by passage of the Affordable Care Act. Gravie’s vision is to integrate its customer care system—from contact center to customer relationship management (CRM) platform—so it can be more proactive with clients.

Healthcare 52

Healthcare Customer Care Contact Center Education 52

Customer Guru

MAY 30, 2018

In the age of social media and omnichannel customer relationship management, communication plays a vital role in building a customer-centric organisation. Along with omnichannel marketing and sales strategy, build an omnichannel customer support strategy too. Virgin Media (@virginmedia) 5 June 2013. Source: Robert Fransgaard.

Customer centricity 95

Customer centricity Scripts Coaching Engineering 95

Comm100

SEPTEMBER 28, 2021

CBS introduced Comm100 AI Chatbot to manage the simple, repetitive questions that were taking up a substantial amount of the agents’ time. Denny Michaud, Customer Relations Manager, Canadian Blood Services. In addition, our sales team loves it. Business Operations Manage, Fitbit. Joanie Gentile, Sr.

Customer Service 91

Customer Service Chatbots Banking B2C 91

Vcaretec

JUNE 6, 2022

Customer Care & Contact Center Influencers Mike Aoki Bio: Contact center expert and trainer for Agents (customer service, dealing with "irates," sales skills) and Managers (coaching, presentation skills). Connect: @GuyKawasaki Peter Lavers Bio: Peter is a customer management and experience expert @WCL. Tweets are my own.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

CX Global Media

JULY 12, 2019

Todd Hixon Capacity Manager, Hulu. Todd worked at Cabelas, Intuit and Travelocity prior to joining Hulu and has managed to survive the beneficially scientific strategy that can wind up with the eternal queue. Shawna Fuller Director of Customer Service/Corporate Sales, GiftTree. EXPERT SESSION – Unleashing Agent Retention.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

Steve DiGioia

JUNE 20, 2016

According to the “State of the American Workplace”, a 2013 Gallup study, seven out of 10 workers in the US say they aren’t fully engaged at work, meaning they aren’t working to their fullest potential. Disengaged management breeds the same in our hourly staff. Is that the reason for poor employee morale? Yeah, sure…. Click To Tweet.

Morale 167

Morale Employee engagement Surveys Management 167

Eptica

SEPTEMBER 30, 2015

On the positive side, brands can differentiate themselves and grow by offering a superior customer experience that meets consumer needs and drives loyalty and increased sales. It shows there has been scant change to customer service levels, with no overall improvement since 2013. out of 100 – in January 2013 it was 78.2.

Customer Experience 83

Customer Experience Multichannel Advertising Contact Center 83

Vonage

SEPTEMBER 25, 2015

It was for this reason that in early 2013 we decided to bring our customer service operation in house. Now, whenever a customer calls, we have immediate access to their entire history and all of their interactions with us, as well as the ability to manage multiple languages.

Customer Service 120

Customer Service Consulting Consulting Marketing 120

Win the Customer

MARCH 20, 2017

The cost of poor customer service is going up, rising from $41 billion lost in 2013 to $62 billion in 2015 , according to research reported by NewVoiceMedia. Here is how to amaze customers online and increase sales: Make It Super Easy to Connect with You. Forget just having a great product. Put Data to Work.

Customer Experience 111

Customer Experience Analytics Surveys Personalization 111

Voxjar

JUNE 8, 2021

Scorebuddy also offers a learning management solution and they recently added text analytics in order to search chat, support tickets, and more. They also provide an easy to launch free trial without the need to speak to their sales team first. Playvox does offer a free trial but you have to talk to sales to get started.

Call Center 51

Call Center Analytics Enterprise Sales 51

Amity

JANUARY 22, 2014

The panelists included Mario Da Roza (Director of Customer Care at Trapeze Group), Kristian Gaetano (Manager, Customer Success at Achievers), Dave Strang (Team Lead, Professional Services at Achievers) and Jessica Weisz (Chief Customer Office at SoapBox). In 2013, the organization began to introduce specialized roles as the company grew.

Chief Customer Officer 48

Chief Customer Officer Sales Customer Care Surveys 48

Hello Customer

MAY 17, 2020

The Hello Customer Management Team: Bram De Vos (Chairman of the Board) - Eline De Wilde (Head of HR) - Gilles Declercq (CRO) - Leslie Cottenjé (CEO) - Tom Bogaert (CFO) - Joeri Pansaerts (CTO). Within the scope of that continued international expansion, Hello Customer managed to attract Marc Van Lerberghe as a member of the board.

SaaS 52

SaaS B2B Feedback Enterprise 52

NICE inContact

JANUARY 24, 2018

For example, many companies are seeing the benefits of deploying cloud contact center integrated with cloud CRM solutions to inside sales staff. How will companies that have embraced the cloud for the contact center and sales applications across their businesses continue to benefit in 2018 and beyond? So, what comes next?

Customer Care 74

Customer Care Cloud contact APIs Contact Center 74

PeopleMetrics

JUNE 18, 2015

It also provides insights into how your sales team can deliver more value to make prospects happier. Coral Springs Watertank Mural, 2013 by Community Foundation of Broward , CC BY-SA 2.0. Coral Springs Watertank Mural, 2013 by Community Foundation of Broward , CC BY-SA 2.0. And hey, it's a nice, free ebook. Thanks for reading.

Customer centricity 107

Customer centricity Feedback Customer Experience Sales 107