Nicereply
MARCH 14, 2023
Being a support manager is a demanding job that requires constant learning. These 17 books contain critical lessons that every support manager will benefit from. Every customer support manager has a busy life. Priorities are constantly competing. But one should stand strong among all the others: to keep on learning.
Talkdesk
APRIL 8, 2020
In 2014, Boingo Multifamily rapidly scaled up its business and needed to improve its customer service operations to match. The organization sought out a new contact center solution with skills-based routing, call recording, robust monitoring and the ability to provide listen-in support to coach agents while interacting with customers.
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Beyond Philosophy
OCTOBER 3, 2014
He believes that his job is to direct, lead, coach, drive the breakdown truck and then coach again. Downie has high expectations of his team, from managers on down. He expects his managers to work extremely hard to make sure that the systems and procedures are in place to enable the experience to be excellent.
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.” Managing a contact center has a unique set of challenges.
CSM Magazine
FEBRUARY 14, 2023
Change management is a discipline that extends beyond communication to establish and reinforce new norms. Training and knowledge management are key. When combined with effective knowledge management, this is an on-ramp for creating great employee and customer experiences. It is not just a process or new technology. All of them.
CustomerSuccessBox
JUNE 8, 2022
We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn! Check out Irit’s interview where she gives insights into how you can manage churn efficiently. . Q: Who should be responsible for managing ‘churn’ in a firm? The following is what she has to say.
SharpenCX
SEPTEMBER 16, 2020
Back in 2014 Deloitte talked about an important trend – the overwhelmed employee. . Set conditions and monitor customer conversations for trigger words like “cancel,” so managers and supervisors can jump in and lend a helping hand in-the-moment. Regular Coaching and Feedback. Integrations.
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