ChurnZero

JANUARY 4, 2024

New technologies, best practices, and strategies, combined with an industry-wide drive for sustainable, profitable growth, have made CS teams the revenue-building stars of every SaaS organization. We asked ChurnZero’s industry network of CS experts to weigh in. It’s an exciting time to be in customer success.

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 52

JustCall

NOVEMBER 25, 2022

Businesses can use CI software to record meaningful discussions with potential customers, identify unsafe or illegal conversational subjects, train new salespeople on best practices, and for any other purposes where the analysis and transcription of sales calls is required. Top 10 Best Conversation Intelligence Software.

Real estate 52

Real estate CRM Coaching Contact Center 52

CustomerSuccessBox

DECEMBER 6, 2021

With the grace of a number of Customer Success communities, we have come a long way to 2022. He is also a consultant, coach, and trainer for technology professionals across 30 countries. His book “Practical CSM” is the bible for anybody embarking on the journey of customer success. Nils Vinje. He also runs a podcast- Churn.FM

SaaS 52

SaaS Customer advocacy Coaching B2B 52

Playvox

APRIL 11, 2023

Keep contact center agents engaged and dedicated to delivering world-class customer interactions by implementing these best practices today. Invest In Coaching To keep contact center agents engaged, investing in training and coaching is essential. Coaching is a critical aspect of agent engagement in contact centers.

Employee engagement 63

Employee engagement Contact Center Gamification Coaching 63

Balto

JANUARY 9, 2023

In 2022, we asked the same question to another group of 200 agents and 200 managers and executives. Our 2022 report centered specifically on the onboarding period, so the results were slightly different: 1-on-1 training was the clear favorite among agents and managers alike, followed by a peer mentor or onboarding buddy.

Contact Center 52

Contact Center Coaching Best practices Feedback 52

Fonolo

NOVEMBER 23, 2021

Contact Center Trends: Industry Predictions for 2022. That explains the 600% increase in call volume across various industries’ call centers. That’s a big hit to an industry that already experiences a 30-45% agent attrition rate outside of COVID! 5 Best Practices for Training Remote Call Center Agents.

Call Center 148

Call Center Abandon rate Gamification Education 148

Fonolo

FEBRUARY 3, 2022

Here we’ll run through how tone of voice affects customer interactions, best call center practices, the 7-38-55 rule, and everything else your call center management team needs to know on this subject. Industry Report: State of the Contact Center 2022. Best Practices for Tone of Voice.

Call Center 81

Call Center Scripts Coaching Best practices 81

Balto

JUNE 23, 2022

A quick search for “contact center scripts” yields thousands of results aimed at teaching managers the best practices for enforcing script adherence. Though scripts are a cornerstone of contact centers, they have not advanced at the same pace as other industry technologies. Figure 3: Industry Distribution of Survey Participants.

Scripts 52

Scripts Coaching Contact Center Surveys 52

Balto

JUNE 13, 2022

Call scripts are used in contact centers of all shapes and sizes — across the industry, they are considered an easy way to help ensure all of a contact center’s agents are driving calls to the same goals. But if you manage a center with hundreds or thousands of agents, then trying to keep everyone on the same script is challenging at best.

Scripts 52

Scripts Contact Center Morale Best practices 52

Playvox

APRIL 4, 2023

In 2022, the average agent turnover rate at all contact centers was 24% and climbed as high as 30% for large customer service centers. A 2022 report by Mental Health America showed that in some organizations, as few as 3% of employees felt the business worked to train managers to be supportive of mental health concerns.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Vistio

JUNE 10, 2022

Further Reading: The Key to Contact Center Success in 2022: Focus on Process. Really, the whole human performance piece of hiring, training, coaching, and that profile for each of those and the profiles for the customer service representatives (CSRs) themselves. So it’s very unique. I travel just about to every continent.

Consulting 52

Consulting Consulting Best practices outsourcing 52

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

AUGUST 24, 2022

5 Ways to Turn 2022’s AEP Challenges Into 2023’s Opportunities for Greater Success. 2022’s registration was particularly challenging, with consumers facing rising health care prices and less disposable income. to stay on top of industry changes throughout the year. Coach in Real-Time. Managerial Benefits.

Coaching 52

Coaching Scripts Healthcare Education 52

CSM Magazine

OCTOBER 18, 2022

Calabrio continues to lead with innovative workforce performance solutions for the contact centre industry, developing functionality in AI-fueled analytics and agent engagement that tangibly simplify the complexity of customers’ operations and drive them to succeed. Over 90% of users rated Calabrio ONE 4 out of 5 stars or higher.

Customer Service 52

Customer Service Customer centricity SaaS Analytics 52

SmartKarrot

JANUARY 5, 2022

Here’s our Top 50 Customer Success Influencers list for 2022 celebrating the inspiring visionaries and trailblazers who are helping shape the field and its future evolution. So, without further ado, here’s SmartKarrot’s Top 50 Customer Success Influencers for 2022 (presented in no particular order). Lincoln Murphy. Peter Armaly.

Chief Customer Officer 23

Chief Customer Officer Coaching SaaS B2B 23

Playvox

MARCH 21, 2022

Industry experts worry that this mass exodus might mean the loss of decades of knowledge from the labor force. Indeed Hiring Lab’s Nick Bunker shared on Twitter that the number of retirees returning to the workforce was on the rise going into 2022, a phenomenon he’s named “ unretirement.”. Researchers say 1.5

Contact Center 82

Contact Center contact center workforce Coaching Surveys 82

CSM Magazine

OCTOBER 18, 2022

Calabrio continues to lead with innovative workforce performance solutions for the contact centre industry, developing functionality in AI-fueled analytics and agent engagement that tangibly simplify the complexity of customers’ operations and drive them to succeed. Over 90% of users rated Calabrio ONE 4 out of 5 stars or higher.

Customer Service 52

Customer Service Customer centricity SaaS Analytics 52

COPC

MARCH 11, 2022

Explore emerging ways to create candidate interest & employee retention with Rick Zayas, COPC VP, in a pre-conference workshop at Execs In The Know’s Customer Response Summit (CSR) in Clearwater, Florida, on March 28, 2022. Best practices & approaches to reinvent labor policies. More Jobs than Workers.

Contact Center 85

Contact Center Customer Support outsourcing Marketing 85

Balto

OCTOBER 31, 2022

1-on-1 training stayed in the number one spot for both groups regardless of whether the data was filtered by position, contact center size, industry, department, and onboarding program length. “Coach your agents on how to improve at their jobs, and provide specific feedback where possible. . Industry Breakdown of Respondents.

Contact Center 52

Contact Center Surveys Coaching Telecommunications 52

SmartKarrot

MARCH 8, 2022

In celebration of International Women’s Day, we are honored to present our Top 50 Women Leaders in Customer Success to Follow list for 2022, celebrating 50 influential women leaders and their inspiring stories of strength and success. She has over six years of experience in the Customer Success Industry. Please tell us in the comments!

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

CSM Magazine

JANUARY 19, 2023

Bringing this ramble around to customer service, I feel the industry is very much like the sweet shop, but with a very slim owner. Growth —for example, actively looking for qualified opportunities by assessing an agent’s ability to overcome customer objections to a special offer and then coaching them accordingly.

Coaching 52

Coaching Chatbots Analytics Customer centricity 52

NobelBiz

APRIL 18, 2023

Benchmarking Against Industry Standards Benchmarking against industry standards helps operations managers gauge their team’s performance relative to competitors. When looking at the Call Center industry, there’s never been a better time to get your head in the cloud.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Calabrio

OCTOBER 19, 2022

For us, C3 is not only a time to share our vision for the future, but to hear the business challenges our customers are trying to solve and which best practices they are using to get the insights they need. The State of the Contact Center Report 2022 revealed that consumer loyalty is fleeting which directly impacts brand revenue.

Contact Center 59

Contact Center Analytics Coaching Transportation 59

JustCall

MARCH 8, 2023

Annette Franz is a renowned customer experience thought leader, consultant, coach, and author with over 30 years of experience in the industry. Diane has a proven ability to identify opportunities in customer interactions, partnering with companies of all sizes to enhance their customer experience practices.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

Enghouse Interactive

APRIL 17, 2019

Today, we’d like to give you some insight into the best practices for using omnichannel recording along with quality management in the contact center. Call recording has become a common contact center practice, with compound annual growth across the industry of 22%* into 2022.

Quality management 40

Quality management Management Best practices Coaching 40

Comm100

JANUARY 11, 2023

In 2022, 59% of companies surveyed agreed that their markets have become more competitive in recent years. As a result, customer service expectations are now sky-high as consumers demand the very best support – and will even switch brands for better service. million USD in 2022. Competition is at an all-time high.

Customer Service 87

Customer Service Chatbots Healthcare Wait times 87

Education Services Group

FEBRUARY 16, 2022

You will need to be their coach because this orientation will inevitably force them to confront their own organizational challenges as they set about to retool and reorient the way their individual teams operate. There has been a lot of industry buzz in the rise in prevalence of the Chief Customer Officer (CCO).

Chief Customer Officer 52

Chief Customer Officer Customer centricity Journey mapping Coaching 52

SmartKarrot

FEBRUARY 17, 2022

Here are some of the top 22 SaaS podcasts of 2022 that will propel your SaaS business growth. The duo covers a bevy of topics like the latest industry news, insights into running a business, and hacks to perform a task. In this entrepreneurship-themed podcast, host Jason Calacanis showcases amazing stories from the tech industry.

SaaS 10

SaaS Best practices Coaching Marketing 10

JustCall

APRIL 20, 2022

Employing customer service best practices should be the biggest priority for businesses in 2022. Of course, the task is far from easy but with the right tools and best practices, it is achievable. Here are 11 customer service best practices for superior support to turn your team from reps to #SuperReps. .

Best practices 52

Best practices Customer Support voip Coaching 52

CSM Practice

DECEMBER 29, 2020

01:16 – Irit explains how the COVID-19 pandemic has affected industries differently. Irit is frequently featured in podcast books and industry events as a subject matter expert on customer success strategies for both technology and services companies. The Interview. 14:54- Christine talks about supporting employee empowerment.

Surveys 98

Surveys Personalization Chief Customer Officer Customer centricity 98

NobelBiz

NOVEMBER 26, 2021

Your agents’ average time in comparison to industry standards. The metrics listed below will vary based on the industry and contact type, but they are relatively prevalent in contact centers. The number of dropped calls, due to a shortage of agents available. The number of phone calls required to turn a prospect into a client.

Best practices 52

Best practices Management Contact Center Cloud contact 52

Callminer

JULY 15, 2019

Zeroing in on Ideal Coaching Moments with Speech Analytics featuring Vivint. Creating Customer Service Super Agents with Data, Tech and Coaching featuring Forrester. The telecommunications industry (cable, internet and digital phone) is one of the most competitive in the country, and has an estimated revenue of $90 billion for 2019.

Contact Center 28

Contact Center Telecommunications Analytics Employee engagement 28

JustCall

MARCH 9, 2023

billion , from 2022 to 2028, with a CAGR of 21.8%. Considering the value it adds to businesses planning to scale, it’s no wonder that major industries are embracing conversation intelligence to improve their customer experiences. The global market for conversation intelligence platforms is projected to reach $18.4

Coaching 52

Coaching Sales Chatbots Analytics 52

Netomi

NOVEMBER 8, 2021

While the benefits of leveraging help desk software are vast, we’ve rounded up the 7 core benefits in 2022. They can recommend responses to agents or even coach agents in real-time. Here’s our list of the best help desk software in 2022. The 11 best help desk platforms. Top 7 Benefits of Help Desks. Automation.

Chatbots 52

Chatbots Enterprise Self service CRM 52

Playvox

APRIL 27, 2023

But in an industry — and world — evolving at lightning speed, it’s harder than ever to keep up and to know which ones matter most. Tackle Agent Attrition, Address Burnout With WEM In 2022, the average a gent turnover rate climbed as high as 30% for large customer service organizations.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52

ChurnZero

JANUARY 28, 2022

The industry evolves. 4 Steps Every Business Leader Can Take to Make Customer Experience a Differentiator in 2022 and Beyond – Learn four tips that will help organizations stay ahead of their competition and deliver amazing CX. Because in your line of work as a Customer Success professional, your context is always changing.

SaaS 98

SaaS Feedback Coaching Education 98

Netomi

FEBRUARY 28, 2022

As the COVID-19 pandemic disrupted many industries worldwide, customer experience proved to be more important than ever. Ahead of International Women’s Day, we are shining a spotlight on these female powerhouses – read on for Netomi’s list of 25 women in CX to watch out for, in 2022. Register Now. Alexandra da Silva Rodrigues.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64